“Gourmet Bakers and Sweets” is the largest food retail chain of Pakistan. It
is based in Lahore, the second largest city of Pakistan known for its
traditional foods and passion for eating. With our 2 processing units and 28
sales outlets we outreach to a huge population for their food needs.
The company has shown an explosive annual growth of more than 25 % in
its business since 1987, when Mr. Muhammad Nawaz Chatha started this
unique business with only one sale outlet. With his commitment and
strenuous effort to provide the consumers with best quality food products in
a convenient and unmatched displaying manner, Gourmet has become a
success story of business growth in Pakistan. At moment we have more than
1700 employees working in the organization.
What we do?
We produce and sell all kinds of breads, buns, rusks, cookies, biscuits, cakes,
pastries, pizzas, patties, meat rolls, vegetable rolls, sandwiches, hotdogs,
nimko and doughnuts etc. In sweets, (traditional milk based Indian sweet
products) we deal in all sorts of traditional products like burfi, chum chum,
gulab jaman, rassgulla, patisa, jalebee, amrati, ladoo and rass malai etc. We
dedicate our shelves for retail of products like juices, soft drinks, pickles,
jams and jellies, dairy products, ice creams and desserts, baby formulas,
canned vegetables and fruits, drinking water and cereal products from the
world leading brands.
Restaurant chain
Gourmet Family Restaurant, right in the middle of the city is our first
endeavor in this line. The ever-swarming situation around the clock is an
indication of unwavering trust of consumers in Gourmet.
Gourmet dairies
Gourmet Dairies is
another step forward
to provide its consumer with wholesome milk and milk
products. This is also a sort of backward integration for the
provision of dairy raw materials for bakery and sweets products
of Gourmet. A self milk-collection system that has started to provide fresh
and pure milk to Gourmet’s sweets processing unit is a unique example in
this reference.
Outlet’s network
With a network of 25 sales outlets we spread out our presence in every part
of Lahore, the second largest city of Pakistan. Consumer satisfaction in
product quality and service is the zeal of our business.
14. What if any customers are touching your things that they shouldn’t
touch?
We ignore at the first attempt but we warn if the customer repeats the action
and there’s a danger of breaking of goods.
26. What do you feel is your parking fulfills the requirement of the
customers?
No, we face problems when there’s high traffic, or large customers and
mostly in eid days.
30. How many sales person are working in your this branch?
There are about 15-16 persons working as sales persons in this branch.
Do you give training to them?
Yes, we have a training program for them, our 12 sales persons are fully
trained and the other 3 / 4 sales persons are kept for training / probation.
41. Do you have any feedback system so that you can improve your
systems?
Yes we have a segment of customer care in which the customers can give
feedback about the services or products .it can also be done through our
complaint manager.
46. Compared to a year ago how would you describe your current job
satisfaction level?
I would be much more satisfied with my job.
Analysis and recommendations
The analysis of the data provided by the supervisor shows that the Gourmet
bakers and sweets are striving to get a competitive advantage against its
customers but there are some problems too on which the company should
concentrate because they serve many other factors respectively
2. And secondly they should reduce the employee work hours.10 hrs job
is a long period and the employee gets bored and loose interest in the
sales .Therefore it should be 8 hrs .
4. The name of the company is easy to pronounce for those people who
know that they have to keep the ‘T” silent in the logo of Gourmet but
some people pronounce it with “T” and then the pronunciation of the
name of the company becomes very difficult.
5. The Gourmet bakers have their branches only in Lahore which is the
draw back of their marketing strategies. The company should also
open its outlets in other major cities. And spend capital on advertising
the company in those cities.
8. The company is not planning for the loyalty of its customers. They
should give discounts to its regular customers. in this way the
customers sincerity with the company will grow.
10. The company should increase the quality of the new products the
company has offered (milk and ice-cream) and they should also
concentrate on the advertisement of the new product seriously.
11. The company should take feedback from the customers by personally
surveying home to home and asking questions about the products and
improvement they should do .they should concentrate on the
requirement of the customers.
12. As the people are weight and diet conscious today so the Gourmet
bakers should introduce sugar free sweets and cakes for those people
this will help in their promotion and it will give an impact that the
company is customer conscious. And it will also be a competitive
advantage for the company.
Principles of Marketing