ashutosh yadav pizza hut ppt
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Service Management of Pizza Hut
Presented By:- Ashutosh Yadav
Roll No. :- 83
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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 Silvers under its umbrella.
As of 2013, there were more than 6,000 Pizza Hut restaurants in the United States, and more than
5,139 store locations in 94 other countries and territories around the world.
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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.
2013:Pizza hut added a range of flatbread pizzas to its menu.
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Operational Practice through
(C.H.A.M.P .S.)
C : Cleanliness
H : Hospitality
A : Accuracy
M : Maintenance
P : Product Quality
S : Speed
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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.
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SERVICES MARKETING TRIANGLE
Company
Internal marketing External marketing
Employee interactive marketing customer
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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
INTERACTIVE MARKETING
Promises their customers safe n friendly service
Free Home delivery
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Supply chain diagram of Pizza Hut
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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.
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SWOT ANALYSIS
Strength Opportunity
WeaknessThreat
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Strength
Good Quality Food(Hygiene)
Brand Name
Food worth its Price
Good Service
Weaknesses
Queue during Peak Hour
They advertise very less
Fewer Outlets
Opportunities
Faster delivery
The company can come up with innovative Pizzas, new flavors and recipes.
Low Calorie Pizzas in their menu
Threats
Competitors like Dominos.
The rising prices of special ingredients like cheese, used in pizzas.
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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.
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FISH BONE DIAGRAM OF PIZZA HUT
UNSATISFIED CUSTOMER
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SERVICE BLUEPRINTING OF PIZZA HUT
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7 ps
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 productwhich everyone seeks.
A critical factor in Pizza Huts success has been its unique dining experience.
Pizza hut product line can be divided into:
Sides: pasta and rolls
Pizzas
Appetizers & Beverage
Dessert
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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.
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 BELLthe pizza hut tradition to say thank you when you ring the bell.
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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
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People
Gives employees larger role in decisions.
Philosophy of quality, Service, Cleanliness and value is the guiding force behind its service.
Fast friendly service.
Provides clean, comfortable environment specially suited for families.
Each outlet is headed by aRestaurant Manager . He is responsible for the daily operation and customer
interaction.
In order to motivate there employees they give them stars as per their performance.
Delivery Crew Member carries basic operation of a restaurant. Ensures customer satisfaction at the
restaurants.
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SERVICE PROCESS
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Physical Evidence
Ample parking facility
Glass window
Uniform- Black and red combination
Cleanliness
Design menu
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SERVICESCAPE
It includes:
PHYSICAL PRODUCT
SERVICE PRODUCT
SERVICE ENVIRONMENT
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DISTRIBUTIONThe 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
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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.
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GAP MODELA 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 customers
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 providingto them which leads to the formation of this Gap.
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