It was summer evening, and Rakesh, proprietor of Bakerywala in Delhi, India had just finished his final cake order of the day. Rakesh needed to complete an assessment of the progress of the day to plan for next day as it is the season days going. He wondered whether it was time to take the business to the next level by improving margins and customer service. Bakerywala aims to be the leading player of quality customized cakes in Delhi. As Rakesh was busy in handling calculations of the day, he was disturbed by a phone call received by Mohan-order executive from an aggrieved customer who was very loyal and a regular customer.

For full text of this article, Contact Mr. Jitender Sharma at jitender.sharma@jaipuria.ac.in

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