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1. Pizza Hut

2. ABOUT PIZZA HUT
• Pizza Hut is an American restaurant chain and international
franchise that offers different styles of pizza along with side
dishes including salad, pasta, buffalo wings, breadsticks, and
garlic bread.
• Is a subsidiary of Yum! Brands, Inc., the world's largest
restaurant company which also has KFC, Taco Bell, A&W and
Long John Silver’s under its umbrella.

3. HISTORY
• 1958: The legacy of Pizza Hut began, when two college-aged brothers from
Whichita, Kansas, Frank and Dan Carney opens first Pizza Hut restaurant after
borrowing $600 from their mother.
• 1959: Pizza Hut is incorporated in Kansas and the first franchise unit opens in
Topeka, Kansas.
• 1968: International market entered with opening of Pizza Hut restaurant in
Canada.
• 1969: Red roof adopted for restaurants.
• 1972: Pizza Hut, Inc. listed on New York Stock Exchange under the symbol PIZ.
• 1986:Delivery service, as a new concept, is initiated
• 1996: Pizza hut comes to India with a dine in restaurant Bangalore that has
special vegetarian pizzas.
• 1997: Pizza hut opens a dine-in restaurant in Delhi.
• 2007: Pizza hut brought out our Thick n Thin Pizza and began to re-franchise
our dine-in restaurants.
• 2009: Pizza Hut offering baked fillings in the corner of the pizza

4. OPERATIONAL PRACTICE THROUGH
(C.H.A.M.P .S.)
• C : Cleanliness
• H : Hospitality
• A : Accuracy
• M : Maintenance
• P : Product Quality
• S : Speed

5. PIZZA HUT'S MISSION STATEMENT
We take pride in making a perfect pizza and
providing courteous and helpful service on time
all the time. Every customer says, "I'll be back!"
We are the employer of choice offering team
members opportunities For Growth,
Advancement, And Rewarding Careers in a Fun,
Safe Working Environment.

6. SERVICES MARKETING TRIANGLE
Company
Internal marketing external marketing
employee interactive marketing customer

7. INTERNAL MARKETING
• Young and enthusiastic team
• Vision
• Benefits for better performance
EXTERNAL MARKETING
• Home delivery specialist
• Bring out the 'WOW 'effect
• Serve its customers on time
• Every order is hand-made
INTERACTIVEMARKETING
• Promises their customers safe n friendly service
• Free Home delivery

8. SUPPLY CHAIN DIAGRAM

9. SERVICE DESIGN
•Research & Development: As we told that Pizza Hut is a brand under Yum therefore any
research on making of new types of pizza, pasta, ice creams and drinks is a core responsibility
of Yum itself. However it encourages its employees also to come up with new recipes and
reward them for the same. Pizza Hut was the first one to come up with thin crust pizza and
corner filled with topping. This differentiates it from other pizza making restaurants.
•Standardization: For the purpose of Standardization they follow below mentioned steps
TRAINING- Every new employee undertakes the training of 5 days which
includes 3 Days Kitchen Handling and 2 days Customer Dealing. This training is
not provided at pizza hut outlet but rather at a cities head office.
SCRIPTS: They have provided their employees with particular scripts that has
to be spoken when similar situation arises
Eg. When the customer enters employee have to say “Hi Mam /Sir. How are you?
Welcome to Pizza Hut. You require table for 2/4/6.”
When pizza is ordered they say “Pizza will take 15-20 minutes. Drinks will be served
now (if ordered). Could I take the menu”
DOUGH: The different sizes of pizza are having different dough weight so as
to keep all pizza bases at a same level.

10. SWOT ANALYSIS
strength opportunity
weakness threat

11. STRENGTH
• Good Quality Food(Hygiene)
• Brand Name
• Food worth its Price
• Good Service
WEAKNESS
• Que during Peak Hour
• They advertise very less
• Fewer Outlets

12. OPPORTUNITIES
• Low Calorie Pizzas in their menu
• Faster delivery
• The company can come up with innovative
Pizzas, new flavors and recipes
THREATS
• Competitors like Dominos
• The rising prices of special ingredients like
cheese, used in pizzas

13. FISH BONE
• 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. These causes can be well explained by the
fish bone diagram.
• FISH BONE DIAGRAM OF PIZZA HUT UNSATISFIED
CUSTOMER

15. SERVICE BLUEPRINTING OF PIZZA HUT

16. 7 p’s OF MARKETING
PRODUCT
Worldwide and in India, Pizza Hut has come to become synonymous with the
‘best pizzas under one roof’. This is because at Pizza Hut the belief is that
every pizza has its own magic, thus making it a destination product – which
everyone seeks.
A critical factor in Pizza Hut’s success has been its unique dining experience.
Pizza hut product line can be divided into:
Sides: pasta and rolls
Pizza’s
Appetizers & Beverage
Dessert

17. PRICE
• Pizza Hut has successfully used the high/low
pricing strategy when setting the retail price of
its products.
• Pan Pizzas start at just Rs 65, which is probably
among the lowest in the world.

18. PLACE
• The ambience is vibrant and casual which
appeals to young people.
• The seats, couches are comfortable to sit.
• Nice music is being played in the background.
• Last but not the least-THE BELL the pizza hut
tradition to say thank you when you ring the
bell.

19. PROMOTION
The objectives of promotion are to introduce a new product, stimulate
demand, change the short-term behavior of the customers, and encourage
repeat or greater usage by current customers
• Advertising
• Bell rang by customer when they leave
• coupon to purchase
• Balloon adverting
• Premium and gifts
• Sampling
• Contests

20. PEOPLE
• Pizza Hut is a people centric service brand,
and focuses on customers and employees. To
show appreciation for customers, Pizza Hut
introduced the “Bell” where the waiters greet
customers when he rings the bell. The people
show affection for customers and focus on
hygiene, follow standard operating procedure,
and are warm and display affection. Events
such as birthdays are celebrated in Pizza hut
and are warmly greeted by the staff.

21. SERVICE PROCESS

23. Physical Evidence
 Ample parking facility
 Glass window
 Uniform- Black and red combination
 Cleanliness
 Design menu

24. SERVICESCAPE
It includes:
• PHYSICAL PRODUCT
• SERVICE PRODUCT
• SERVICE ENVIRONMENT

25. DISTRIBUTION
The type of distribution channel used by Pizza Hut is the direct
channel. Pizza Hut uses three different methods of selling its
products directly to the market:
• Delivery
• customers to dine-in
• online ordering

26. CUSTOMER LOYALTY
PROGRAMS
• Pizza Hut first time in its history’ introduced a
customer satisfaction hotline.
• Managers with weekly feedback from their
customers’ pizza hut hoped the feedback would
strengthen operations within the control of each
restaurant manager.
• They offer variety of local dishes according to
demand and liking of customers for loyalty purpose.

28. GAP MODEL
A Gap Model defines the various gaps or wrong understanding or lack of sufficient
knowledge within the Company. Due to these Gaps the company may face huge loses and
thus low market share.
In Pizza Hut, the objective of the management is to demolish all the gaps on the surface of
the company.
In order to deal with the Gaps of Pizza Hut, we conclude on two major Gaps on hand.
GAP 1: The gap between customer expectations and Management perception of
customer’s expectations.
This gap arises whenever they have peak hours, that is, during day & night and at
weekends. At this time the waiting time for the food to come is quite big. Generally a single
pizza took 7 minutes to get prepared but at peak hours the service provider took 3 times
more than the usual time. Hence this is the case of what time customer expected for his
meal to be ready and what the management thought of time to prepare the meal.
GAP 4: The gap between Service delivery and external communication to customers.This
gap arises when the services are not provided as promised. That is, for example, in their
advertisement they talk of Pizza in just Rs.199 but the actual cost of that pizza is more than
199 after including VAT and other taxes. Therefore, what Pizza Hut is promised to their
customers are not providing to them which leads to the formation of this Gap.