Product Overview

The case captures the origin and initial years of two restaurants Mirchi & Mime and Madeira & Mime, which exclusively employed Speech and Hearing Impaired persons (SHI) as servers (often called “waiters” in India). It documents how the restaurants were set up, captures significant incidents during this initial period and the impact of these incidents on the working of the restaurants. Further, it describes the challenge of opening a fine dining restaurant and a gastropub staffed exclusively by SHI persons as servers. The case narrates the reactions and impact on the SHIs and their families, co-workers within the outlets and the customers visiting these outlets. Finally, the case lists the recognition received by the organisation and outlines plans for the immediate future.

Learning Objectives

To understand the dynamics and challenges of setting up a new venture in the food industry where a large proportion of employees are, by design, Speech and Hearing Impaired (SHI). To examine the design and implementation of operational processes for customer-facing SHI employees. To analyse the role of leadership, interpersonal communication and team dynamics on successful task execution in an SHI-leveraged organization. To understand processes and initiatives that lead to the creation of inclusive work culture. To identify factors or mechanisms that contribute to the success of the organization as a sustainable business venture.