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Medium Operations

Nutters of Savile Row

#Retail & CPG
ProHub Comment

This is a operations-focused case requiring the candidate to diagnose root causes of declining satisfaction through demand and capacity analysis. The case tests structured problem-solving, quantitative analysis of bottlenecks, and trade-off thinking between profit maximization and customer satisfaction. The three-part structure (Demand → Process Flow → Capacity Planning) builds complexity progressively while remaining accessible to candidates without deep operations expertise.

Estimated Time 15 minutes
Difficulty Medium
Source Tuck
50 / 100
Our client is Nutters of Savile Row, a legendary tailoring business that opened in 1969. At the height of its fame, Nutters dressed Mick Jagger, Twiggy, Elton John, and three of the four Beatles on the Abbey Road cover. Despite the departure of the two founders – Tommy Nutter and Edward Sexton – Nutters continues to have an excellent reputation. Nutters offers customers made-to-measure and bespoke suits. Industry ruling defines made-to-measure suits as those cut, usually by machine, from an existing pattern and adjusted according to the customer’s measurements. Bespoke suits are fully hand-made and the pattern is cut from scratch. Lately, however, Nutters has heard grumblings from customers. Fearing declining customer satisfaction, Alan Lewis, the current owner, has approached you for help. What could be driving declining customer satisfaction at Nutters?

Clarifying Information

  1. Nutters operates out of a main store location on Savile Row and has an artisan workshop on Beak Street, a few streets down.
  2. Customer dissatisfaction has picked up in the past two months
  3. Nutters has made no recent changes to their regular manufacturing processes
  4. Process capacity information will be provided later in the case