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  • April 2012
  • Case
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Pret A Manger

By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
  • Format:Print
  • | Language:English
  • | Pages:20
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Abstract

Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to contain kitchens; these shops would receive sandwich deliveries throughout the day from a nearby "parent" shop. Would Pret's employees and customers accept twin shops or view them as counter to the Pret culture? Through this decision point, the case frames a discussion about how companies build service models to reliably deliver customer service excellence. The case also helps students understand the role of employee management systems in creating consistent service experiences and introduces a set of innovative employee management practices.

Keywords

Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London

Citation

Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
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About The Author

Frances X. Frei

Technology and Operations Management
→More Publications

More from the Authors

    • July 2022
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    Bringing Ideas to Life: The Story of Paul English

    By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
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    Debbie Millman: Designing a Meaningful Life

    By: Francesca Gino, Frances X. Frei and Anne Morriss
    • June 2022 (Revised November 2022)
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    Larry Miller

    By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
More from the Authors
  • Bringing Ideas to Life: The Story of Paul English By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
  • Debbie Millman: Designing a Meaningful Life By: Francesca Gino, Frances X. Frei and Anne Morriss
  • Larry Miller By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
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