CMA Final · Entrepreneurship and Startup · Scalability, Scaling up and Stabilisation of Sustainable Business
Case: Ananya's ed-tech startup, Gyanvriksh, has grown from 5,000 to 80,000 learners in 18 months. Customer complaints on delayed responses have tripled, the founders still approve every hiring decision, and the tech platform crashes during peak hours. Which action is most appropriate for stabilising the business before further scaling?
Gyanvriksh should delegate decisions through defined processes and strengthen its technology and support infrastructure. The complaints, founder bottleneck and crashes show systems lag behind growth. More marketing or tighter founder control would worsen the strain, and permanently shrinking is unnecessary.
- ADelegate decisions through defined processes and invest in scalable infrastructure and support systemsCorrect
- BPause all customer acquisition permanently and return to the original 5,000 learners
- CIncrease marketing spend sharply to outgrow the complaints
- DCentralise all decisions further in the founders to maintain quality
Explanation
Symptoms show that processes, delegation and infrastructure have not kept pace with growth. Building systems and delegating addresses the bottlenecks. More marketing worsens strain, and more centralisation deepens the founder bottleneck; permanently reverting abandons growth unnecessarily.
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