Mos ppt

4,009 views

Published on

blue printing,physical evidence

0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
4,009
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
203
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Mos ppt

  1. 1. Amity Business School Marketing of Services Project on “Pizza Hut” By: Karanbir Sahni(A-52) Rajat Taneja(A-55) Anshuman Bhardwaj(A-56) Rahul Sethi(A-57) Subrato Panja(A-58)
  2. 2. Amity Business School Services Provided by Pizza Hut • Pizza hut provides services from 11am to 11pm round the year. • The services provided are customer centric and are fully digitalised i.e. right from Order processing to vigilant surveillance, handled by the employees by making the use of integrated Information technology. • The services also include provision of expertise training to the employees to enhance the service quality.
  3. 3. Amity Business School Service Categories of Pizza Hut • Services to the dine-in customers. • Services to the online customers. • Recovery of Customers. • Services to the Employees. TRMI( Team Member Readiness Interview) TMRI forms the basis of recruitment at Pizza Hut. It includes written tests, Personal interviews and practical tests & the person is evaluated on the basis of grades.
  4. 4. Amity Business School Tangibility Spectrum:
  5. 5. Amity Business School Service Quality Dimensions Reliability: • It is the ability to perform the promised service dependably and accurately. • Each and every pizza shop (local one or International brand) promises best taste in terms of Pizza. These promises should me met accordingly in each and every aspect like quality & quantity. Assurance : • It includes the knowledge and courtesy of employees and their ability to convey trust and confidence. • The employees at Pizza Hut are well trained to tackle problems without causing harm to customers.
  6. 6. Amity Business School Tangibility • It talks about the furniture, menus, the interiors etc i.e. Physical facilities, equipment & appearance of personnel. Empathy • Caring, individualized attention the firm provides to their customers. • The mission of Pizza Hut is “We take pride in making a perfect pizza and providing courteous and helpful service on time all the time”. Obviously, this mission statement focuses on how they can make people happy through quality pizza. Responsiveness • Willingness to help customers and provide prompt service. Employees in Pizza Hut are quick to respond to the queries of their customer since the working staff are highly trained.
  7. 7. Amity Business School Blueprinting • It is a technique for service innovation. • The blueprint shows processes within the company, divided into different components which are separated by lines. • The service blueprint defines:  Customer Actions.  Onstage (Visible Contact Employee) Actions.  Backstage (Invisible Contact Employee) Actions.  Support Processes.  Physical Evidence.
  8. 8. Amity Business SchoolService blueprint of Pizza Hut
  9. 9. Amity Business School Explanation of Blueprint Customer Action: • The process begins with the customers entering into the premises of the restaurant (inorbit mall in this regard), the physical evidence to the customers is the services provided right from the beginning i.e. parking space, pleasant atmosphere created by the music played in the restaurant, the attractive paintings, uniformed employees, seating arrangements and other aesthetic aspects provided by the employees. • The second aspect in the blueprint is customer actions towards the services provided by Pizza Hut, it includes actions such as receiving the menu, placing the order, enjoying the refreshments and entertainment provided by them, receiving the bills and their feedbacks.
  10. 10. Amity Business School Onstage Interaction: • The next stage is the Onstage interaction, wherein the employee reacts to the customers, this process includes greeting the customers, giving them suggestions for orders, receiving the orders, delivering the orders and then completing the process by providing the bills. Backstage Interaction: • In backstage interaction/Invisible interaction, this is a process between the employees of pizza hut, and involves the management of services to the customers by registration of check in and check outs i.e. by taking a record of the customers, processing of the orders, making the orders (food), Grievances damage control, and other services related to customer assistance.
  11. 11. Amity Business School Physical Evidence • Ample parking facilities. • Spacious waiting area. • Dress Code & Name Blaze : Red & Black combination with the logo of Pizza Hut on one side. There is compulsion to wear blaze, so that guests feel much more comfortable talking to employee by his/her name. • Designing Menus.
  12. 12. Amity Business School • Cleanliness: plates, cutlery, pans, floor, dustbins, premises etc. • Bell: The Pizza Hut tradition to say thank you when we ring the bell
  13. 13. Amity Business School Bitner’s ServiceScape Model • “The environment in which the service is assembled and in which the seller and customer interact, combined with tangible commodities that facilitate performance or communication of the service”- Service scape By Booms and Bitner • It identifies the main dimensions in a service environment and views them holistically.
  14. 14. Amity Business School Aspects of Servicescape influencing the service delivery process From customer Point of view:- • Exterior and Interior Design • Ambience • Food(quality, quantity & variety )
  15. 15. Amity Business School From the service providers point of view:- • Logo, Colors, Images: The red color in the Pizza Hut logo represents freshness, whereas the yellow color depicts richness, taste and joy. • Staff’s Uniform: Red & Black combination with the logo of Pizza Hut on one side. There is compulsion to wear blaze, so that guests feel much more comfortable talking to employee by his/her name. • Service delivery: planning your work and working your plan. The management of Pizza Hut are really strict with their planning and implementing those plans which they working on.
  16. 16. Amity Business School Fish Bone(Cause & Effect) • Also Known as Ishikawa diagrams, are causal diagrams created by Kaoru Ishikawa (1968) that show the causes of a specific event • Fish bone is a cause and effect diagram to identify potential cause of problems. • Pizza hut always try to have customer satisfaction on priority and if there customer are not satisfied, what are the main cause of unsatisfaction.
  17. 17. Amity Business School Fish Bone Diagram of Pizza Hut Unsatisfied Customers:
  18. 18. Amity Business School Conclusion • The success of Pizza Hut in terms of providing services to the customers has cleared a solid ground in the race of competitors and proves a significant point, the reason behind being the no. 1 in terms of casual dining. • Service is an attitude in Pizza Hut. Crew members are trained to make customers feel appreciated. Customers are treated with courtesy, attentiveness, respect, and enthusiasm. • Pizza Hut known for its CHAMPS i.e. cleanliness, hospitality, accuracy, maintenance, product, speed.
  19. 19. Amity Business School Recommendations • Future plan should concentrate on smaller cities. • Advertisement & Promotion needs to be better than that of their competitors. • With competition being so strong, they needs to keep reinventing their product mix.
  20. 20. Amity Business School

×