Product details

This case study focuses on the growth of Yo!Sushi, a small but expanding chain of restaurants that serve Japanese-style food using a conveyer belt restaurant design. The case covers the history of the business, how it has developed its site choice policy, how customers are served through the process, and the importance of service quality in generating repeated customer returns. The case study nicely highlights the importance of the key tenets of a good operations strategy: (1) understanding your different types of customers intimately; (2) being able to shape the design of a process to meet different customer demands; and (3) measuring those aspects of the operation that relate to satisfying service quality.