OVERVIEW

HIBI SHABU SHABU is a local, family owned restaurant in Cranston, RI. The business started in 2013, as a unique food place that has brought “shabu” – a traditional Japanese hot pot concept in the state of Rhode Island. Hot pot is a popular concept of eating in Asian countries, while a pot of broth is kept simmering on the table, ingredients are placed into the broth and are cooked at the dining table. The cooking process and eating are happened at the same time. At HIBI SHABU SHABU, guests can choose from variety of seafood and fine meats, which are served thinly sliced and multiple choices of vegetables. A variety of exotic garnishes and sauces are provided with each meal for dipping. With about two year’s growth, HIBI SHABU SHABU has found its position in the local restaurant business. As a hotpot oriented restaurant, it located in Cranston where a town has a lot residents of Asian origin. It was a smart strategy; however HIBI SHABU SHABU is not only targeting on Asian market. It aims to introduce the new, fun and healthy concept of eating to all customers. Through the spread of advertising, now HIBI SHABU SHABU attracts people from Pawtuxet, Warwick and other areas of Rhode Island. To keep it up, many changes have been made to meet the local customers’ favors. At the beginning, HIBI SHABU SHABU was a tiny restaurant that had only 6 tables and some bar seats; and shabu was the only option for guests. Now the restaurant has expanded more space of seating. A new menu has created lately that offers more choices to customers. Since American-Chinese food is so popular locally, HIBI SHABU SHABU added dishes like General Tao’s Chicken, Sweet and Sour Shrimp, Crab Rangoon in the new menu. Also many original Chinese dishes has been added to the new menu, such as aromatic beef short ribs and double cooked pork, to meet many international students’ flavors. In order to promote lunch sales, a series of lunch specials has launched. Shabu usually takes long time, since all the foods are prepared and sliced with order and guests tend to enjoy the cooking fun and talking. Lunch specials offer options like fried rice, noodle soup, and many combos with lovely prices and quick service. This targets people in the work and boost sales for sure. Yet with these changes, shabu is still the main “product” of the restaurant. More foods have been added to the shabu menu, such as king oyster mushrooms, beef tripe, quail eggs, black fungus and so on. The broth is more variety with choices like Korean style Kiamichi broth, Tai style Tom Yum broth, Chinese Szechuan Spicy broth, and others totally seven different kinds of flavors, not only Japanese. Among them, vegetable broth and miso broth are both options for vegetarians. Moreover, HIBI SHABU SHABU has introduced seasonal broths to their shabu pros. For example, this winter herb chicken broth has been put on its “secret menu”. There is no actual bar in the restaurant, but variety of beers, sakes and wines are served; soft drinks, juices, tea and smoothies are available. Seven different flavors of mochi ice cream is popular dessert at the restaurant. According to the owner Linda Liu, HIBI SHABU SHABU contributes on bringing a good experience to customers with foods, service, and atmosphere. She will keep improving the restaurant and spreading her shabu to Rhode Island people. The restaurant is active on many social media, such as facebook, tweeter; and website like Yelp. Promotion deals are posted on newspaper or site like LivingSocial irregularly.

SERVICE BLUEPRINT

FAILURE POINTS (F)

The first failure point of HIBI SHABU SHABU’s process strategy is during the waiting time if there is no table available for walk in customers. As mentioned above, the restaurant has only 6 tables and some bar seats for shabu customer. It has expanded a new space for regular dishes diner, but shabu equipment is not applicable on those tables. At some busy