The document discusses the food service industry. It outlines key aspects of being successful in the industry including sound product knowledge, strong interpersonal skills, and ability to build a team. It also describes characteristics of the food industry like intangibility, perishability, and variability. The document presents a GAP model for food chain services and discusses gaps in knowing customer expectations, service design/standards, delivering service, and matching performance promises. It introduces the concept of a service blueprint and new service development process.

1. FOOD SERVICE INDUSTRY
 Kshamangi Raut
 Manisha Rite
 Shubhrata Bhandare
 Pratiksha Kadam
 Aishwarya

2. INTRODUCTION
More people are eating outside the home
Expansion of the industry and increasing pressure

3. TO BE SUCCESSFUL IN FOOD CHAIN INDUSTRY
 Sound product knowledge
 Well develop interpersonal skill
 And a ability to built a team
 Growth in this field

4. AIMS AND OBJECTIVES
To ensure the safe and hygienic production, storage,
distribution and sale of food and drink by the
enforcement of legislation and the provision of advice
and information to consumers and the operators of food
businesses.

5. OBJECTIVES
 To improve access and infrastructure within the
district.
 To improve individual and community health and
well-being
To make best use of our assets and serve the
community.
To make our communities safer.
To sustain and enhance our environment.

6. CHARACTERISTICS OF FOOD INDUSTRY
 Intangibility
 Inseparability
 Perishability
 Variability
 Heterogeneity
 Quality Measurement
 Nature of demand

7. GAP MODEL
of Food chain services

9. GAP 1:
NOT KNOWING WHAT CUSTOMERS EXPECT.
 Inadequate Market Research.
 Lack of Upward Communication.
 Insufficient Relationship Focus.
 Inadequate Service Recovery.
 Ex: Cleanliness of the Store, Fast Service,
Hygieneood. Location, Parking

10. GAP 2:
SERVICE DESIGN AND STANDARDS
 Poor Service Design.
 Absence of customer Driven Standards.
 Price.
 Ex: Time to Place Order, Service Quality Goals,
Mismatch in Order

11. GAP 3:
DELIVERING SERVICE DESIGN TO STANDARDS
 HR Policies.
 Service Intermediaries.
 Fail to Match Supply and Demand
 Ex: Staff Behavior, Role Conflicts, Training, Salary

12. GAP 4:
NOT MATCHING PERFORMANCE PROMISE
 Lack of Integrated Service Marketing
Communication.
 Overpromising.
 Communication between Sales and Operations
 Ex: Promotions and Advertisements, Menu,
Operating Hours

13. SERVICE BLUEPRINT
A service blueprint is a schematic diagram that represents all the
details of a service from the customer and organization's perspective.
It shows how the different service components link into each other –
showing the different touch points and options customers have to
choose from and how the internal workings support those choices.
Because it maps out chronologically and in sequence all the various
interactions and actions that occur in parallel when customer and
company meet, it shows all the interactions by and with the customer.
So it also illustrates the stages and complexity of the encounter and
distinguishes between the customer experiences (and decisions) and
the systems, invisible to the customer, that operate backstage to
ensure that these are delivered.

16. NEW SERVICE DEVELOPMENT
(NSD)

18.  The new service development process involves
recognizing chances and opportunities in a fast
changing technological environment.

19. NSD PROCESS
There are three main activities in
the NSD process:
•service concept development
•service system development &

20. CONCLUSION
 Food chain industry has future growth
 Integrated Service Marketing Communication can
led to further enhancement
 If gap’s are closed properly can boost the business.