pizza hurt mba porject report prince dudhatra

8/6/2019 Pizza Hurt MBA Porject Report Prince Dudhatra

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DECLARATION

I, the undersigned Miss Riddhi P. Pandya, a student of

T.Y.B.B.A. hereby declare that this project work presented

in this report is prepared by myself only, under the valuable

motivation & guidance of Professor Smita C. Vyas of J.H.

Bhalodia Womens College, Rajkot 360 001.

I, further declare that the content of this report has

not been previously submitted by me to any university, for

the purpose of any examination or test.

DATE:

PLACE: Rajkot

(Riddhi P. Pandya)


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ACKNOWLEDGEMENT

At the out-set, I am very much thankful to Pizza Hut,

Swastik Crossroads, Navrangpura, Ahmedabad, to

give me an opportunity to visit the unit, for the preparation

of this report.

I also sincerely thankful to:

Mr. Siril, Restaurant General Manager,Pizza Hut, Ahmedabad

The other managers & members ofPizza Hut, Ahmedabad

Mr. R. M. Fuietra, Principal,J.H. Bhalodia Womens College

Miss Smita C. Vyas, Professor,

J.H. Bhalodia Womens College

My Parents & Friends

Who all have extended their valuable co-

operation, guidance, inspiration, assistance & different kind

of positive help & support during tenure of my project work,

carried out in the month of Dec. 2004.


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DATE:

PLACE: Rajkot

(Riddhi P. Pandya)

PREFACE

Change is occurring at an accelerating rate. Today is

not like yesterday and tomorrow will be different from

today. Todays market place is enormously more complex

and companies need market vision and know how to

succeed in the dynamic environment that surrounds the

corporate world today. B.B.A. is one of those professional

course which help the student to keep pace with the

changing trends in business and its surrounding

environment.

The subject practical studies particularly helps the

students to know the actual corporate world, the anxieties

and stress associated with the job which cannot be

understood by sitting in the classroom.

As students of B.B.A. we require to do a survey in any

unit of national or international repute so as to gain

practical knowledge about the prevailing market conditions.

For this purpose I have chosen Pizza Hut as Pizza business

today is rapidly increasing and is one of the most


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competitive business. I was fortunate to get an opportunity

to work with such a professional unit and study the level of

satisfaction provided to pizza lovers by Pizza Hut.

FAST FOOD BUSINESS

Fast food has become an icon in American culture, so

powerful that the average American consumes 4 servings

of fast food every week. Without even thinking of fast food

we happily drive up to McDonalds and Pizza Hut and other

restaurants and order a Big Mac and fries. It's as easy as

brushing your teeth at night.

The restaurant business in the United States is one

whose importance has grown substantially in the last two

decades of the twentieth century. Americans spend a

greater and greater share of their money on prepared food

eaten outside of the home; by the end of the century,


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nearly half of Americans consumed at least one meal a day

in a restaurant.

LIMITATIONS OF FAST FOOD

Fast food is bad because it is usually high in fat. Many

fast foods are fried in fat - even if they are heated up in an

oven. Fast food is also high in calories. Indeed, the growth

of fast-food outlets is believed to be a prime cause of

obesity in the USA. However, no matter how concerned we

are about weight and calories, it's difficult to give up fast

food entirely. So if you enjoy fast food, have it occasionally

but choose carefully. Choose salads and grilled foods

instead of fried foods, and avoid the high-fat, high-calorie

toppings, like mayo, ranch dressing and others.

YUM BRAND HISTORY

Yum! Brands Inc. (NYSE:YUM), based in Louisville, Kentucky,

is the world's largest restaurant company in terms of system

restaurants with more than 33,000 restaurants in more than 100

countries and territories. Four of the company's restaurant brands -

KFC, Pizza Hut, Taco Bell and Long John Silver's - are the global


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leaders of the chicken, pizza, Mexican-style food and quick-service

seafood categories respectively. Yum! Brands is the worldwide

leader in multibranding, which offers consumers more choice and

convenience at one restaurant location from a combination of KFC,

Taco Bell, Pizza Hut, A&W or Long John Silver's brands. The

company and its franchisees today operate over 2,600 multibrand

restaurants. Outside the United States in 2003, the Yum! Brands'

system opened about three new

restaurants each day of the year, making

it one of the fastest growing retailers in

the world. In 2002, the company changed

its name to Yum! Brands Inc. from Tricon Global Restaurants Inc. to

reflect its expanding portfolio of brands and its ticker symbol on the

New York Stock Exchange. For the past two years, the company

has been recognized in Fortune Magazine's top 50 "Best

Companies for Minorities," claiming the number-one spot for

"managerial diversity."

The Yum! Brands, Inc. organization is currently made up of

six subsidiaries organized around its five core concepts,

KFC, Pizza Hut, Taco Bell, A&W All-American Food

Restaurants and Long John Silvers..


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Each of Yum! Brands' concepts are engaged in the

operation, development, franchising and licensing of a

system of both traditional and non-traditional QSR units.

Non-traditional units include express units and kiosks which

have a more limited menu and operate in non-traditional

locations like airports, gas and convenience stores,

stadiums, amusement parks and colleges, where a full-

scale traditional outlet would not be practical or efficient. In

addition, there are approximately 367 units housing more

than one concept ("2n1s"). Of these, approximately 354

units offer both the full KFC menu and a limited menu of

Taco Bell products, and approximately 13 units offer both

the full KFC menu and a limited menu of Pizza Hut

products.

In each concept, consumers can either dine in or carry out

food..

Each concept has proprietary menu items and emphasizes

the preparation of food with high quality ingredients as well

as unique recipes and special seasonings to provide

appealing, tasty and attractive food at competitive prices.

YUM BRANDS FIVE RESTAURANTS

KFC


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KFC operates in 74 countries and territories throughout

the world under the name "Kentucky Fried Chicken"

and/or "KFC." It was founded in Corbin, Kentucky by

Colonel Harland D. Sanders, an early developer of the

quick service food business and a pioneer of the

restaurant franchise concept. The Colonel perfected his secret blend of 11

herbs and spices for Kentucky Fried Chicken in 1939 and signed up his

first franchisee in 1952. By the time KFC was acquired by PepsiCo in

1986, it had grown to approximately 6,600 units in 55 countries and

territories.

KFC restaurants offer fried chicken products and some also offer non-fried

chicken-on-the-bone products,. KFC restaurants also offer a variety of side

items, such as biscuits, mashed potatoes and gravy, cole slaw and corn, as

well as desserts and non-alcoholic beverages. Their decor is characterized

by the image of the Colonel and distinctive packaging includes the

"Bucket" of chicken.

.

PIZZA HUT

Pizza Hut operates in 84 countries and territoriesthroughout the world under the name "Pizza Hut" and


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features a variety of pizzas with different toppings as well as pasta, salads,

sandwiches and other food items and beverages. The distinctive decor

features a bright red roof.

The first Pizza Hut restaurant was opened in 1958 in Wichita,

Kansas, and within a year, the first franchise unit was opened. By 1977,

when Pizza Hut was acquired by PepsiCo, its U.S. restaurant system had

grown to nearly 3,200 units. Today, Pizza Hut is the largest restaurant

chain in the world specializing in the sale of ready-to-eat pizza products.

As of year-end 1996, the concept had grown to more than 12,300 units.

In 1996, worldwide system sales exceeded $7.4 billion; however,

U.S. same store sales at Company-operated units decreased 4% reflecting

fewer transactions. In contrast, U.S. same store sales at Company-operated

units had increased a solid 4% in 1995 driven by the introduction of new

products, such as Stuffed Crust Pizza. In the first half of 1997, same store

sales at Company-operated units in the U.S. declined 7% at Pizza Hut.This reflects an 8% decline in the first quarter and a 5% decline in the

second. In the first four weeks of the third quarter, however, same store

sales were once again achieving positive growth over the prior year.

Average U.S. system-wide sales per unit in 1996 were $620,000.

For ten of the last twelve years, Pizza Hut was named Best Pizza

Chain in America in the "Choice in Chains" national consumer survey

published annually by Restaurants & Institutions Magazine. Also, the

January 1997 Consumer Reports named Pizza Hut as the best pizza chain

in America.

TACO BELL


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Taco Bell operates under the name "Taco Bell" and specializes in

Mexican style food products, including various types of tacos and burritos,

salads, nachos and other related items. The first Taco Bell restaurant was

opened in 1962 by Glen Bell in Downey, California, and in 1964 the first

Taco Bell franchise was sold. By 1978, when it was acquired by PepsiCo,

the Taco Bell system had grown to approximately 1,000 units. Today,

Taco Bell dominates the U.S. Mexican QSR segment. Taco Bell units

feature a distinctive bell logo on their signage.

By year-end 1996, there were more than 6,800 Taco Bell units in 17

countries and territories, with system-wide sales of $4.7 billion.

LONG JOHN SILVERS

Long John Silver's is America's largest quick-

service seafood chain with more than 1,200 units

worldwide. The concept was developed in 1968 and the

first Long John Silver's Fish 'n' Chips opened in 1969.

Long John Silver's, whose name was inspired by Robert


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Louis Stevenson's classic Treasure Island, found overwhelming acceptance

for this new approach.

While the initial restaurants were small wharfside buildings, today's

restaurants have updated exteriors that sport a stronger retail identity with

bolder colors, accent stripes, illuminated canopies on drive-thrus, and a

new roof design.

As the concept has grown, Long John Silver's menu has likewise

evolved. Today, we offer a menu that meets the desire of consumers

looking for more variety and great taste. Our exciting array of flavor

profiles and taste sensations includes a variety of signature batter-dipped

fish, chicken, and seafood; breaded fish; a signature sandwich line; salads

and desserts.

A&W ALL-AMERICAN FOOD

Eighty years ago in Lodi, California, Roy Allen

opened his first root beer stand and started what was to

become America's first fast food chain. Allen


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experienced tremendous success and in 1923, joined in partnership with

Frank Wright creating the name, A&W. In 1925, A&W began to franchise

and by 1933 had over 170 units in the mid-western United States.

In 1995, Sid Feltenstein recognized the potential of this American

icon and purchased the company. With America's fondness for nostalgia

and the memories of frosty root beer floats, a rejuvenated A&W emerged

and launched a new era of growth unlike any in its history. Mr. Feltenstein,

a food service veteran of over 25 years, is continuing to develop new

restaurants across the country and around the world. Today, customers can

enjoy A&W Root Beer floats and hamburgers in over 1100 locations.

YUM BRANDS MISSION

The Mission Statement of Yum! Brands, Inc... pledge to

conduct their business according to this set of truths, which

they believe to be the foundation for building the best

restaurant company in the world.

People Capability First Satisfied customers and

profitability follow.


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Respond to the Voice of the Customer Not just

listen.

The Restaurant General Manager is our #1 Leader

Not senior management.

Run Each Restaurant As If Its Our Only One Avoid

the trap of the averages.

Recognition shows you Care People leave when you

dont.

Great Operations and Marketing Innovation Drives

Sales No finger pointing.

Operation Discipline through Process and Standards

Consistency, not program of the month.

Franchisees Are Vital Assets Operates as one

system, not two.

Quality in Everything We Do Especially the food.

YUM BRANDS VISION


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TO BE THE WORLDS FAVORITE RESTAURANT

BRANDS

YUM BRANDS PASSION

TO PUT A YUM ON PEOPLES FACE AROUND

THE WORLD

YUM BRANDS GOAL

TO GIVE EVERY CUSTOMER A REASON TORETURN


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MANAGEMENT PHILOSOPHY OF YUM BRANDS

Customer Focus - We listen and respond to the voiceof the customer.

Belief in People - We believe in people, trust inpositive intentions, encourage ideas from everyoneand actively develop a workforce that is diverse in

style and background.

Recognition - We find reasons to celebrate theachievements of others and have fun doing it.

Coaching and Support - We coach and support eachother.

Accountability - We do what we say, we areaccountable, we act like owners.

Excellence - We take pride in our work and have apassion for excellence.

Positive Energy - We execute with positive energyand intensity...we hate bureaucracy and all thenonsense that comes with it.

Teamwork - We practice team together, team apart.


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HISTORY & DEVELOPMENT

The legacy ofPizza Hut began in 1958, when two

college students from Wichita, Kansas, Frank and DanCarney, were approached by a family friend with the idea of

opening a pizza parlor. Although the concept was relatively

new to many Americans at that time, the brothers quickly

saw the potential of this new enterprise.

After borrowing $600 from their mother, they

purchased some second-hand equipment and rented a

small building on a busy intersection in their home- town.

The result of their entrepreneurial efforts was the first Pizza

Hut restaurant, and the foundation for what would become


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the largest and most successful pizza restaurant company

in the world.

Products of pizza have been voted Number One in

countless consumer surveys nationwide. And our

accomplishments as an innovative business leader have

been cited by such respected publications as Restaurant

Business, Fortune and The Wall Street Journal.

Pizza Hut, Inc., a division of Tricon Global

Restaurants, Inc., has more than 7,200 units in the U.S. and

3,000 units in more than 86 other countries.

Tricon is the parent company to two other segment

leaders, Taco Bell and KFC. When combined with Pizza

Hut, these organizations make up the world's largest

restaurant group, with almost twice as many units as

McDonald's.

Beginning with the original thin crust pizza first served

in 1958, Pizza Hut has made continuing efforts to refine

their products, and to develop new products suited to every

consumer taste.

Today, five major products, Pan Pizza, Thin 'N Crispy

pizza, Hand-Tossed Style pizza, Stuffed Crust Pizza and The

Big New Yorker Pizza are loved by millions around the world

and have become the standard by which all others are

judged.


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They are working together to run great restaurants in

order to be the best at making and serving the best pizza in

America. That means they are willing and able to go to any

lengths to make their customer's experience with Pizza

Hut an enjoyable one. And it means they strive to present

the finest products the industry has to offer, and to provide

those products wherever and whenever people want them.

1958:

The first Pizza Hut restaurant opens in Wichita, Kansas,

started by two college-aged brothers who borrowed $600

from their mother.

1959:

Pizza Hut is incorporated in Kansas and the first franchise

unit opens in Topeka, Kansas.

1965:


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"Putt-Putt to Pizza Hut" musical jingle developed for Pizza

Hut's first television commercial.

1967:

A Pizza Hut restaurant was built in five days by

franchisees at the Oklahoma State Fair.

World's largest pizza (six feet in diameter) is baked and

served at the grand opening of a Fort Worth, Texas Pizza

Hut restaurant.

1968:

International market entered with opening of Pizza Hut

restaurant in Canada.

Pizza Hut serves a million people a week at its 310

locations.

1969:

Red roof adopted for restaurants.


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First Pizza Hut restaurant opens in Mexico. Construction

begins in Munich, Germany and Australia.

1970:

Sandwiches added to basic menu of Thin 'N Crispy pizza,

salad, beer and soft drinks.

First restaurant opened in Australia.

1971:

Pizza Hut becomes the number one pizza restaurant chain

in the world in both sales and number of restaurants.

1972:

Pizza Hut, Inc. listed on New York Stock Exchange under

the symbol PIZ.

Pizza Hut restaurant number 1,000 opens in Wichita, KS. A

unit opens in Costa Rica.

1973:Pizza Hut restaurants open in Japan and England.


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1975:

Thick'n Chewy pizza introduced.

Chatsworth, CA Pizza Hut restaurant is used in the filming

of "The Bad News Bears."

1976:

The 100th international Pizza Hut restaurant is opened inAustralia, while entire system reaches 2,000.

1977:

Pizza Hut, Inc. stockholders overwhelmingly approve

merger with PepsiCo, Inc. for an undisclosed sum.

Super Supreme is introduced nationwide.

Pizza Hut opens its 3,000th unit in Arlington, Texas.

1979:

The Sicilian Pan Pizza is introduced.

Units open in Kuwait and Abu Dhabi.


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Pizza Hut raises $342,000 for Easter Seals from national

promotion.

1980:

Pan Pizza is introduced throughout the system.

Restaurant numbers 4,000 opens.

1982:

The Pizza Hut ET glass promotion is picked as the top

marketing promotion of 1982 by the editorial staff ofChain

Marketing and Management .

Pizza Hut serves one and a half million pounds of pasta

annually.

1983:

Personal Pan Pizza, with a five-minute guarantee, is

introduced throughout the system.

Pizza Hut celebrates 25th anniversary.

Pizza Hut employs 10,000 teenagers from 16 to 19 years

old.


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1984:

BOOK IT! national reading incentive program is launched

with 200,000 elementary students enrolled.

There are more pizza locations than hamburger restaurants

in the United States. Pizzerias account for 9.9% of all

restaurants in the U.S.

1985:

Priazzo and Calizza are introduced.

1986:

The system celebrates the opening of its 5,000th

restaurant, located in Dallas, Texas.

Delivery service, as a new concept, is initiated.

Fastest construction of aPizza Hut

restaurant takes place

in Wichita, KS --- 39 days from start to finish. The national

average is 85 days.

1988:

Hand-Tossed Traditional Pizza is introduced throughout the

system.


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Pizza Hut celebrates its 30th anniversary with a total of

more than 6,000 restaurants and delivery units worldwide.

President Ronald Reagan awards Private Initiative Citation

to Pizza Hut President Art Gunther for the creation of

BOOK IT! Program.

1989:

The Pizza Hut Jobs Plus program expands nationwide to

employ more than 10,000 individuals with physical and

developmental disabilities. The Jobs Plus program is

recognized as the largest corporate initiative of its kind in

the food service industry.

Pizza Hut opens its 1,000th international unit in Welland,

Ontario, Canada. Pizza Hut now serves 54 countries.

Pizza Hut sells 9.1 million "Land Before Time" puppets.

When released to the public, the movie enjoyed the largest

opening ever for an animated feature.

For the first time in history, Pizza Hut pizza is delivered to

the White House. First Lady Barbara Bush throws a party

for 200 Washington, D.C. children during a "Reading IS

undamental" reception.


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1990:

Pizza Hut system sales reach $4 billion.

Pizza Hut delivers more than 1,340,000 pizzas on Super

Bowl Sunday, about 7,000 pies a minute.

Kamran Atri, assistant manager in Leesberg, VA serves his

way into the Guinness Book of World Records by waiting

tables at the Leesberg, VA Pizza Hut restaurant for 136

hours, donating $1,200 in tips to the Loudoun County

Shelter for Abused Women & Children.

More than 4,000 Jobs Plus employees work for Pizza Hut.

Personal Pan Pizza becomes available at 1,000 Stop 'N Go

convenience stores.

1992:

Lunch buffet introduced in 1,800 units.

Pizza Hut sets up two mobile hot trailers in Florida City

and Goulds, FL after Hurricane Andrew wreaks havoc. Pizza

Hut provides 120,000 free meals to relief volunteers and

those who lost their homes.

Pizza boxes redesigned to save 275,000 tree a year.


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1993:

Pizza Hut introduces BIGFOOT Pizza -- two square feet of

pizza cut into 21 slices.

The Harvest Program is launched nationwide to donate

surplus food to food rescue agencies.

Pizza Hut makes its fastest and farthest delivery: 600

large pepperoni pizzas on a 24-hour flight from Dover Air

Force Base to U.S. service personnel in Mogadishu,

Somalia.

Pizza Hut leads the entire restaurant industry in growth

and sets new company records for sales and profits.

Pizza Hut introduces Chunky Style Pizza in September.

Pizza Hutsigns contract with 30 hotel companies

throughout the country to provide delivery service to their

registered guests.

1994:

Pizza Hut becomes the single largest retailer of


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basketballs in the United States, selling 3.7 million balls

during its NCAA Final Four promotion.

Pizza Hut opens 9,700 square foot Super Pizza Hut

restaurant and entertainment center in Mexico City.

Pizza Hut in Beirut reopens after being closed during the

Gulf War.

Soccer legend Pele kicks a ball through the door ofPizza

Hut restaurant number 10,000 in Sao Paulo, Brazil on April

13.

1995:

Pizza Hut launches the "You'll Love The Stuff We're Made

Of" campaign.

Buffalo Wings soar onto Pizza Hut menu. These spicy

chicken wings are served with dipping sauce.

Two Customer Satisfaction programs initiated: a 1-800

Customer Satisfaction Hotline and a Customer CallBack

Program, which takes the pulse of 50,000 customers per

week.


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Pizza Hut launches Pizzeria Stuffed Crust Pizza, which

immediately sets company sales records.

The Deliver Me Home program is created by Pizza Hut and

the National Center for Missing and Exploited Children and

is tested at the Dallas/Fort Worth International Airport to

inform the community of an important identification tool in

helping to locate, identify and return missing children to

their families.

Pizza Hut wins the 1995 "Choice of Chains" award for Best

Pizza Chain sponsored annually by Restaurants &

Institutions magazine, making Pizza Hut the "Best Pizza

Chain" ten of the last eleven years.

1996:

Pizza Hut comes to India with a dine in restaurant

Banglore that has special vegetarian pizzas. In additional to

traditional Italian toppings , it incorporates Indian favorites

such as Chicken tikkas, Lamb korma etc. In its list of

innovative toppings. Along with pizzas, the menu features

appetizers like garlic bread and soups, fresh salads, oven

bakes pastas and choice of ice-cream sundaes.

Pizza Hut airs its first ever ad during the Super Bowl.

Pizza Hut delivers 30% of the 12 million pizzas delivered


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on Super Bowl Sunday. This is the biggest pizza delivery

day of the year.

On May 30, Pizza Hut introduces two varieties of chicken-

topped pizza... Italian Chicken and Chicken Supreme.

1997:

Pizza Hut opens a restaurant in the capital's building

bustling M-block market in Greater Kailash-I, Unlike the

existing Pizza Hut at Shanti Niketan which is delivery

counter for just pizzas, this is dine-in where the entire

menu (salads, appetizers, pastas, deserts and of course

pizzas) is available. Letting Delhiites get a taste of Pizza

Hut And getting them to 'Get real!'

Pizza Hut launches a meatier pepperoni.

PepsiCo announces restaurant spin-off.

Pizza Hutlaunches "Totally New Pizzas" a quality initiative

putting sliced fresh vegetables and meaty meats on pizzas.

Pizza Hut launches "The Edge pizza"

1998:

Pizza Hut celebrates 40 years of making and serving greatpizza.


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Pizza Hut launches "The Sicilian Pizza" a flavorful crust

with garlic, basil and oregano baked right into the crust

Pizza Hut launches "The Best Pizzas Under One Roof"

campaign.

Pizza Hut features Sony's Crash Bandicoot in the Stuffed

Crust Pizza/Sony Promotion.

1999:

Pizza Hut launches The Big New Yorker Pizza. A 16-inchpizza with a sweeter, savory sauce, 100% real cheese cut

into 8 big foldable slices. Pizza Hut brings New York-style

pizza across America.

Pizza Hut features Fran Drescher, Spike Lee and Donald

Trump in The Big New Yorker Pizza advertising campaign.

The celebrity campaign launched in the pre-game

advertising for Super Bowl XXXIII.


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PIZZA HUT IN WORLD

Pizza Hut is the worlds largest pizza restaurant chain

operates in more than 86 countries and territories

throughout the world under the name Pizza Hut and

features a variety of Pizzas with different toppings as well

as Pasta, Salads, Sandwiches, and other food items and

beverages. There are more than 13,200 outlets or Kiosks of

Pizza Hut. It employs more than 2,60,000 people world

wide. It serves more than 1.7 million Pizzas everyday to

approximately 4 million customers world wide. Pizza Hut is

known with different names throughout the world. For ten

of the last twelve years, Pizza Hut was named Best Pizza

Chain in America in the "Choice in Chains" national

consumer survey published annually by Restaurants &

Institutions Magazine. In 1997 Consumer Reports named

Pizza Hut the best pizza chain in America and in 2000 and

2003, The Dallas Business Journal named Pizza Hut "The

Best Company to Work For" in Dallas/Fort Worth.

Restaurants & Institutions' "2001 Choice in Chains" survey

called Pizza Hut the number one national pizza chain in

America.


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PIZZA HUT IN INDIA

Pizza Hut entered into India in 1996. The 1st branch

ofPizza Hut was opened in Banglore. There are 72 outlets

ofPizza Hut in India in cities like Delhi, Mumbai, Calcutta,

Chennai, Ahmedabad, Surat, Baroda, Banglore, Agra,

Jaipur, Dehradun, Hyderabad, Cochin, Pune. The higher

sales of pizza and other food items of Pizza Hut is in

Banglore, Mumbai and Delhi.

There are 4 franchise of Pizza Hut working in 4

different zones such as: -

(1) North Devyani Pvt. Ltd.

(2) West Dodsal Corporation Pvt. Ltd.

(3) South Pizzeria

(4) East Favourite Foods Pvt. Ltd.

MOST PREFERABLE PIZZA IN INDIA

In all over India, the sales of non-vegetarian food is

more than the vegetarian food except in Gujarat. The most


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preferred pizzas ofPizza Hut in all over India are as under:

-

(1) Super Supreme Pizza

(2) Chicken Tika Pizza

(3) Pepperoni Pizza

(4) Chatani Pizza

(5) Tam Tama Pizzas

(6) Tandori Paneer Pizza

PIZZA HUT IN GUJARAT

As Gujarati People are vegetarian & they dont prefer

non-vegetarian food & sometimes avoid to go at those

restaurants also where both the types of food are available

together, Pizza Hut has focused on this point & opened

pure vegetarian restaurant in Gujarat.

There are 4 outlets of Pizza Hut in Gujarat, i.e. 2

outlets in Ahmedabad, 1 outlet in Baroda and 1 outlet in

Surat. out of this 4 outlets, 2 outlets are pure vegetarian.

In Gujarat, 1stPizza Hut was opened on July 14, 1999

in Ahmedabad. History was created that day, as it was the

first pure vegetarian Pizza Hut in the World. After that two

more pure vegetarian Pizza Hut were opened, one in Surat

& second in Mumbai (Chowapati).


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MOST PREFERABLE PIZZAS IN GUJARAT

In Gujarat, majority of the people prefer only

vegetarian food and as a result 1st pure vegetarian Pizza

Hut was opened in Ahmedabad. So, in all over Gujarat,

Pizzas mostly preferred by customers are as under:

(1) Tandoori Pizza

(2) Super Veggie Pizza

(3) Spicy Indian Pizza

(4) Simply Veg. Pizza

INTRODUCTION OF DODSAL CORPORATION

PVT. LTD.

The management of all the Pizza Huts in West Zone

is done by Dodsal Corporation Pvt. Ltd. The Dodsal group is

a 52 year old reputed engineering and construction

enterprise employing more than 1000 engineers /

managers and 10,000 contractual employees. The group

has to its credit several onshore and offshore cross-country

pipelines; hotels, power plants, refinery and fertilizer

related businesses.

The group has offices in Mumbai, New Delhi,

Bangalore, Kolkata & Chennai. A significant portion of the


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groups business is spread overseas and it has offices in the

Middle East. For the period ended March 2001, the turnover

of Dodsal Ltd. including its overseas operation was over Rs.

700 crores. The Group is professionally managed and

owned by the Kilachand family of Mumbai.

Dodsal Group believes in the highest level of

professional excellence and employs people with diverse

backgrounds so as to create a professional work culture,

which thrives on corporate excellence and maximizes

returns for all its stakeholders. It enjoys very high

confidence of all its customers and takes pride in

maintaining its high level of integrity & business ethics.

DCPL was established on January 1, 1999. They began

our foray in the field of restaurant business by securing thefranchise ofPizza Hut and KFC in Bangalore on March 1,

1999.

Few months later on July 14, 1999 they startedanother restaurant in Ahmedabad. (History was created

that day, as it was the first pure vegetarian Pizza Hut in

the world.) Their new store restaurant in Banjara Hills,

Hyderabad, which started on October 22, 2000 is already

getting rave reviews.


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By the end of the year 2001, we stormed the market

with another Pizza Hut in Bangalore, Surat and Baroda

and DELCO in Jayanagar, Bangalore.

DPCL stand for:

With their aggressive expansion plans, they want to

be the numero uno in the business of quick service

restaurants.

(The association with YUM BRANDS gives the group

access to world class management inputs derived from

running 30,000 restaurants allover the world.)

COMPANY DETAILS


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Name

Pizza Hut

Location

Dodsal Corporation Pvt. Ltd.

Pizza Hut,

Abhijay 8, Adarsh Society,

Swastik Cross Road,

Navrangpura,

Ahmedabad 380 009.

Telephone No.

(079) 656 6730, 656 9734

Fax

(079) 656 9726

E-mail

[email protected]

n

Website

www.pizzahut.com

www.pizzahut.co.in

www.triconrestaurants.com

Head office

Goregaoun, Mumbai

No. of outlets in India

3 Delcos (Delivery & Carry

Out)

9 RBD (Restaurant based

delivery)

Products


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Pizza, Garlic Bread, Cold

drinks, Salad

Unit Manager

Mr. Deepto Ray

Assistant Manager

Mr. Rajesh Singh

Two Shift Managers

Mr. Vishwanath, Mr. Ajay

Saigal

HR Manager

Mrs. Shalini

Finance Manager

Ms. Vandana Pakle

Marketing Manager

Mr. Raghuvesh Swaroop

Bankers

Bank of Muscat (Loans)

Global Trust Bank (Salaries)

Auditors

R.H.S. & Co.

Account Contractors

Patel, Bhatt & Pamani

Form of Organization

Private Company

Accounting Year

1st April 31st March

Investment

4.5 crores


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Installed Production Capacity

10,000 pizza/day

No. of customers accomodable at a time

148 + carry out customers

No. of Employees

Part timers 20

Full timers 16

Holidays

Employees Once a

week

Restaurant No holidays

Peak & Off Season

Peak August

February

Off Season March July

Timing

12:00 noon to 11:00 AM

Delivery charges

Free

Basis for recruiting employees

Smallest test of 70 questions

known as

Team Members Readiness

Inventory (TMRI)


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RAW MATERIAL MANAGEMENT

In Pizza Hut, for preparing food, raw-material such as

flour, cheese, dobines, vegetables & other materials are

required in Pizza Hut, Cheese used:

Cheese: - In Pizza Hut, before 2 years, cheese was

coming from another country but now the company

has set-up its own plant in India in Pune for making

special cheese i.e. required for Pizza.

As cheese is the most important ingredient of Pizza,

the restaurant will always try to make easy available.

Flour: - In Pizza Hut, flour required for making loaf of

pizza comes from Cyprus.


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Dobines: - Dobines is the another important raw-

material of pizza & other food which comes from

spare.

Other materials like vegetables & other materials i.e.

required for pizza, sandwich, salads, pasta are

purchased from the domestic market.

All the raw-materials required for making food in

Pizza Hut will be 1st of all gathered at Yum Brands head

office which is situated in Delhi & from there all the raw

material will be distributed to different franchises of

different zone & from these franchise, all the raw-materials

will be distributed in all the outlets ofPizza Hut in different

cities. In Pizza Hut, SCM chain, i.e. supply chain

management if followed.

FOOD AVAILABLE AT PIZZA HUT


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WORLD FAMOUS PIZZAS OF PIZZA HUT


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AWARDS & ACHIEVEMENTS

Recognition of efforts always acts as a source of

motivation and the best way of recognition of efforts is


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through awards & prizes of both national and international

repute.

In 1988, President Ronald Reagon awarded the Private

Citation to Pizza Hut President Art Gunther for the creation

of BOOK IT! Program.

Pizza Hut won the 1995 Choice of Chains award for

Best Pizza Chain sponsored annually by Restaurants &

Institutions magazine, making Pizza Hut the Best Pizza

Chain ten of the last eleven years.

ASSETS OF PIZZA HUT


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Only EMPLOYEES OF PIZZA can translate their vision

into reality. Pizza Huts employees are the most important

ingredient in their all recipes.

Our restaurants have people working as:

Full timers:

It is the Full Timers who help them in what they want

to be the Market Leader. They are trained personnel

who are very precious to us. They help as buddy trainers to

train the new people. Needless to say, their life line.

Part timers:

The Part Timers help them to keep alive their young

image. Most of them are college students who take up this

to self-finance their studies or for pocket money. They are a

young enthusiastic lot. It is a win win situation for the

company as well as the students.


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MANAGEMENT CREW

The management crew is made up of team members,

area manager, shift manager, and restaurant General

Manager. The Management Crew extends the morale

support to their crew besides the responsibilities

shouldered by them.

Position: Shift Manager

Position SummaryShift Managers help to manage the

daily operations of the restaurants including customer

service, employee development and food production.

Requirements

At least One year of supervisory experience preferably inFood service.

Enthusiasm and willingness to learn.

Ability to motivate and build teamwork.

Strong communication skills.

Customer Service Orientation.

Core Responsibilities


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Control day-to-day operations by scheduling labour,

ordering food supplies and developing the restaurant

team.

Control Profit & loss by following cash control/security

procedures, maintaining inventory, managing labour,

reviewing financial reports and taking appropriate

action.

Recruit, interview and hire team members; conduct

performance appraisals, motivate and train.

Ensure maintenance of equipment, facility and

grounds.

Ensure food quality and 100% customer satisfaction.

Position Summary: Team Member plays a key role in

the operation of our restaurants.

Requirements

More than 18 years of age.

High School or Graduate or Diploma from catering

school.

Enthusiasm and willingness to learn.

Strong communication skills.

Service orientation.


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Strong work ethic.


Ensure operations adhere to Pizza Hut values and

standards.

Maintain high level of hospitality, cleanliness and

speed in all areas of operation

Adhere to and follow work schedules.

Position: Restaurant General Manager/Asst.

Restaurant General Manager

Position Summary: Restaurant General Managers

are responsible for all functions of the restaurants. Among

other things, they recruit, screen, hire, train, and develop

employees; do sales forecasting and manpower planning;conduct risk/safety inspections; manage inventory and

facility; order products; conduct P&L analysis; schedule

crew members; and manage revenue periods.

Requirements

University Degree / Diploma preferred.

At least 2-4 years of supervisory experience in either a

food service or retail environment, including Profit &

Loss responsibility.

Basic business math and accounting skills.

Good oral/written communication skills.

Strong analytical / decision-making skills.


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Basic computer literacy.

Ability to motivate and build teams.

Planning/organizational skills.

Customer Service Orientation.


Control day-to-day operations by scheduling labor,

ordering food supplies and developing the restaurant

team. Manage the restaurant team.

Control Profit & loss by following cash control/security

procedures, maintaining inventory, managing labor,

reviewing financial reports and taking appropriate

action.

Recruit, interview and hire team members; conductperformance appraisals, motivate and train.

Ensure maintenance of equipment, facility and

grounds.

Ensure food quality and 100% customer satisfaction.

Position: Area Manager

Position Summary: Area Managers are responsible for 5-

7 units within a specified region. Among other things, they

coach the restaurant management team, ensure unit

annual operating plans are established and met or

exceeded, build sales, achieve margin targets, ensure

customer satisfaction.


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Requirements

University Degree/Diploma preferred.

5-7 years supervisory experience in either a food

service or retail environment.

Strong organizational, analytical/decision making

skills.

Customer orientation skills.

Good oral/written communication skills.

Ability to lead & motivate teams.


Work with restaurant general manager to develop unit

specific annual operating plane.

Analyze market place P&L, inventory & controllable to

meet/achieve margin and sales growth targets.

Coach and mentor subordinates.

Drive customer focused culture.

Develop and update market HR plans.

EMPLOYEES 1ST 30 DAYS IN PIZZA HUT

Starting a new job is exciting, but it can also be very

scary. Just remember its natural too.


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Feel a little over whelmed in the beginning

Make mistakes

Worry about adjusting with other team members

Experience 1st week jitter

The restaurant doesnt expect to learn everything

from employees on the 1st day or even the 1st week. It takes

15-30 days to learn their jobs well and to become really

good at what they do.

There are over 2,60,000 Pizza Hut crew members

world wide. Most of them had 1st week jitters and made

mistakes when they started to work. But they survived and

other new will too. At the time of training the employees

are all time told that be patient, stick with it and dont

discourage. If at any point employees need help, other

members are their to help newer one.

Pizza Hut wants to create an environment where

employees can have an open and honest communication

where new employees can ask and learn things from

already existed employees and these old employees can

ask things of new employees.

ATTENDANCE PROCEDURES


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Each employee will have to clock in at the

commencement & clock out at the finish of his or her

respective duty hours.

Never, clock in / clock out for some one elses. it is a

serious violation of the companies rules & a disciplinary will

be taken against you.

Always inform your Manager if you forget to clock in /

clock out by mistake.

ID CARD / NAME BADGES

Identity cards and name badges will be issued to all

staff on joining. Identity cards should be available for

inspection by security personnel when entering or leaving

the restaurant premises.

Name badges should be worn on the upper left hand

side of the uniform whilst on duty or as specified for your

uniform.

Loss or theft of Name badges / ID Cards should be

reported immediately to the Unit Manager. A new card /

badge may be issued at the applicable cost priced for each

replacement. The ID Cards / Name badges is the property


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of the company & should be submitted to the restaurant on

cessation of service.

FACILITIES PROVIDED TO EMPLOYEES

STAFF LOCKERS

Every staff member is provided a locker for his

personal belonging where ever possible; in certain Units

due to space constraint it may not be possible to provide

lockers to the crew.

The employee is responsible to keep the locker

allotted to him neat, clean & tidy. No food / beverages / of

any kind of banned publications are allowed in the locker.

The employee must get his own lock & deposit one key

with Unit Manager. Incase of loss or theft the company

takes no responsibility for the recovery of any valuables or

properties. The security staff or any other person

nominated by the company may inspect the lockers at any

time. On cessation of service the locker is to be vacated

and unlocked.

STAFF MEALS


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Employees are entitled to one staff meal per day,

which should be consumed within the premises during their

break time. The Units Manager will give the details of the

staff meal entitlement to the employees.

UNIFORMS

The employees get the uniform sets from the

manager, which they should always wear at work.

Employees need to keep this clean, tidy & in good repair.

The uniform issued to them is companys property. Incase

of damage or loss staff is liable to pay the cost. The dress

code is explained to employees when the uniform is issued

to them.

RESTRICTIONS FOR EMPLOYEES

PACKAGES & PARCELS

The employees are not allowed to bring into the Unit

any packages or parcels without making an entry of the

same in the In-register maintained by the guard on duty,

incase the guard is not present one has to make sure & ask

the Manager to check the articles before one brings them

into the Unit. Incase of any loss or theft of the personal

property the company is not responsible. Similarly to take

out any articles from the Unit a Gate Pass duly signed by

the Manager on duty will be required.


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TELEPHONE CALLS

The employees are not allowed to make or receive

personal telephone calls at work unless in an emergency.

The restaurant has limited telephone lines, by keeping the

telephones occupied; unit may be denying a customers

access to them and he may call the competition instead.

PERSONAL VISIT

The employees are welcome to come & eat at the

restaurant after their duty hours or on their off day, but

ensure that they are not wearing their uniform and are not

under the influence of alcohol and / or any other intoxicant.

The Unit Managers permission is essential prior to their

coming to Unit. Employees are to make sure that they do

not take too much time of their colleagues, as other

customers tend to get ignored. Employees are to pay their

bills immediately. No credit facility is available to the staff,

discounts if any will be accorded to them as per the

companys staff discounting policies. Currently a staff

discount of 30% is being accorded to all permanent

employees within certain guidelines.

5 SERVICE PRINCIPLES OF PIZZA HUT

There are 5 Service Principles ofPizza Hut


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1. Employees are our secret ingredients

2. Show you C.A.R.E.

3. Say Yes to customers

4.Satisfy, capable teams create satisfied

customers

5. Satisfied customers create profit & growth.

PERSONAL GROOMING & HYGIENE


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Hands must be washed with approved anti-microbial

soap in the designated hand sink wash area only.

The employees are needed to wash hands after:

Using restrooms

Smoking

Taking out trash

Handling money

Touching hair or mouth

Hairs should be pulled back & away from

face.

Moustaches neatly trimmed to edge of

mouth.

Side burns extended only to too centre area

of the ear.

Beards are not permitted (Exceptions are

granted for medical & religious reasons).

To have no perspiration odor. Use

deodorants & bath everyday.

Fingernails should be natural, clean,

trimmed & without polish.

Makeup should be in small amounts that is

natural looking.

Not to use very strong colognes.

Smoking is permitted in the designated

areas, never in customers area.


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Employees with infected wounds, cuts open sores,

boils, intestinal illness or other infectious illness MUST NOT

prepare or handle food.

COMPANY RULES & REGULATIONS

Any violation of following rules by employees will be

considered by the company as act of misconduct and

will be dealt with accordingly.

Reporting to work in a state of intoxication or under

influence of narcotics.

Violating any safety rules or practices.

Gambling or betting within company premises at any

time.

Sleeping while on duty.

Quarreling or use of vulgar or abusive language.

Willingful, disobedience of any instruction from

superior. Posing, altering, removing or defacing any

matter from the notice board or Company premises.

Bending, soliciting or collecting contributions for any

purpose whatsoever at any time in the Company

premises, except when authorized by the

Management.


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Deliberately working slowly, suspending work and / or

restricting output whilst on duty without justified

cause.

Provoking, insulting instigating or getting involved in a

fight inside the company premises.

Utilizing any working equipment for the purposes

other than they intended for.

Engaging in any political activities.

Distribution written or printed matter of any

description on the company premises unless approved

by the management.

Late attendance for more than 3 days in a month.

Habitual absence from work without authorized leave,

or overstaying sanctioned leave without sufficient

cause / permission.

Participating in illegal or unjustified strikes, or inviting

any other employees to participate in the same.

Engaging in riots, disorderly or indecent behavior,

within or in the vicinity of the company.

Behaving indecently with fellow employees and / or

guests.

Spreading false rumors or giving false information

which puts the company and its employees to

disrepute.

Demanding, accepting and / or giving bribes.

Refusal by an employee to work in another

department.


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Refusing to accept a charge sheet / order or any other

official communication. If an employee refuses to

accept such a communication, it will be put up on the

notice board and shall be deemed as served / send by

registered AD to the present / permanent address.

Preparing false bills or statements of expenditure.

Remaining within the hotel premises outside working

hours without permission.

Entering or attempting to leave the premises by force.

Entering the restaurant earlier than half an hour from

start of duty except when asked by immediate

supervisor.

Possession of any lethal weapons at company

premises at any time.

Failure to be well attired according to company

specification at all times while at company premises.

Taking notes, drawing, sketching or taking

photographs of any plant, work process, except with

specific permission of the Management.

Drinking alcohol on the premises of the Unit.

Smoking within the premises of the Unit.

Any other act subversive of discipline.

The acts of misconduct, mentioned herein are only

illustrative and not exhaustive.

EMPLOYEE BEHAVIOURAL NORMS

OBJECTIVE


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Guidelines for employee behavior in order for

organization and its employee to grow while being

customer focused & profit driven.

O.L.I.P.

Openness

Loyalty

Integrity

Proactivity

OPENNESS

First Name to be used as a form of address

Accessibility

The highest levels of the organization to be accessible

to every employee

Diversity of opinions to be valued

Diversity in cultures to be respected

Information to be shared actively with all employees

to promote sense of belonging

LOYALITY Commitment

o To the organization

o Critique of organization to be objective &

restricted to appropriate internal forums


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Confidentiality

o Respect your access to information

Colleagues

o Speak of colleagues in their absence as you

would as if they were present

INTEGRITY

Commitment

o To meet ones commitment

o Under promise & over delivery

PROACTIVITY

Mindset

o Plan & think ahead

o Be a part of the solution

o Strive to achieve inspite of our environment


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CERTIFICATION PROCEDURE

TO BE CERTIFIED!!!!!!!!!!!!!!!!!

CANDIDATES NEED TO SCORE 90% SCORE IN THEIR

ORIENTATION & CHAMPS CERTIFICATION TEST.

THE TEST IS OF OBJECTIVE NATURE AND THEY NEED TO GO

THROUGH THEIR ORIENTATION FOLDERS THROUGHLY.


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MARKETING YESTARDAY & TODAY

MARKETNG AS AN EQUAL MARKETINGAS AN

FUNCTIONFUNCTION

MARKETING AS A MAJOR CUSTOMER AS ACONTROLLING

FUNCTION FUNCTION


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CUSTOMER AS A CONTROLLING FUNCTION &

MARKETING AS INTELLEGENCE FUNCTION

Change is occurring at an accelerating rate, today is

not like yesterday, and tomorrow will be different from

today. Marketing for most of the people a few years ago

only meant selling. It began and ended with selling i.e.

with finding a customer for your offering. But today,

every companys set of beliefs and practices is undergoing

challenge and change. The business enterprises have

started concentrating on their products, i.e. there is a shift

from profit orientation to product orientation. Marketing

deals with identifying and meeting human and social

needs.

Marketing is typically seen as the task of creating,

promoting and delivering goods and services to consumersand businesses. Today, marketers are involved in

marketing 10 types of entities goods, services,

experiences, events, persons, places, properties,

organizations, information & ideas. The market place has

changed radically as a result of major societal forces such

as technological advances, globalization & deregulations.Due to this, the marketers have added new philosophies,

concepts and tools like:

Relationship marketing

from focusing on transactions to

building long-term profitable customerrelationships.


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Customer lifetime value

from making a profit on each sale to

making profits by managing customer

lifetime value.

Target marketing

from selling to everyone to trying to be

the best firm serving well designed

target markets.

Integrated marketing communications

from heavy reliance on one

communication tool to blending several

tool to deliver consistent brand image.

Thus, today the business entities have to find the right

kind of offerings for their customers instead of finding

customers for their current offerings.


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CHANGE IN PHILOSOPHY OF MARKETING

PARTICUL

ARS

OLD

PHILOSO

PHY

NEW

PHILOSO

PHY

STRATEGIC

PHILOSOPH

YERA PRE

1960

1960

1990

POST 1990

FOCUS PRODUCT CUSTOME

R

WAY OF

DOING

BUSINESSMEAN HARD

SELLING

INTEGRAT

ED

MARKETIN

G MIX

KNOWLEDGE

AND

EXPERIENCE


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ENDS PROFITS VALUE MUTUALLY

BENEFICIAL

RELATIONSH

IPSMARKETIN

G

SELLING RECOGNIZ

ED AS AN

IMP.

FUNCTION

EVERYTHING

MARKETING MIX

Product

Price

Positioning


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Packaging, pace, positioning & product portfolio

management are new entrants to the traditional four some

of product, price, place & promotion in any corporate

marketing mix.

Marketers use numerous tools to elicit desired responses

from their target markets. These tools constitute a

marketing mix.

Thus, marketing mix is the set of marketing tools that

the firm uses to pursue its marketing objectives in the

target market.

Marketing mix decisions must be made for influencingthe trade channels as well as the final consumers. The 8 Ps

ProductPortfolio

Mngt.

Promotion

PlacePace

Packaging

MarketingMix


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of marketing are : product, price, promotion, place

positioning, product portfolio management and packaging.

(1) Product:

Product is a key element in the market offering. A

product is anything that can be offered to a market to

satisfy a want or need.

Pizza Hut provide a variety of pizzas to its customers.

The Pizza Hut outlets in Ahmedabad and Surat are the

only 100% pure vegetarian outlets in the whole world. The

pizzas are flexible to the taste and preferences of the

customers. They can be divided into three categories:

i. Personal Pan Pizza which serves one person.

ii. Medium Pizza which serves two person.iii. Family Pizza which serves four people.

Customers can choose from two types of crust Pan

Pizza or the Italian.

No root based ingredients are used an the sauce andother garnishing do not contain onion and garlic in case of

Jain specialties.

Besides the wide variety of choices in pizzas, the

customers also get a very good choice in soups, appetizers,

pastas, salad, beverages and desserts.


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(2) Prices:

Price is that marketing mix element which produces

revenue. It is one of the most flexible elements as it can be

changed quickly.

The prices ofPizza Hut are comparatively high. They

attribute the high prices of their products to maintenance

of quality food. They have tried to draw in more crowd by

reducing the minimum price of their product from Rs. 95 to

Rs. 65.

A few months back there was a scheme known as

Pizza Unlimited under which a customer could get one

pizza free of the same value at any Pizza Hut outlet on

purchasing a card worth Rs. 195 only.

The line Half an hour or half the price says it all.

Under this, if a customer does not get his home delivery

within 30 minutes of placing the order, he has to pay half

the price of pizzas.

(3) Promotion:Promotion includes all the activities that the company

undertakes to communicate and promote its products to

the target market. It is persuasive communication to inform

potential customers of the existence of products, to

persuade and convince them that those products have

want satisfying capabilities. Promotional efforts of acompany act as powerful tools of competition providing the


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cutting edge of its entire marketing program. It includes

advertising, publicity, personal selling and sales promotion.

Pizza Hut has been successful in creating an

excellent image of itself as an elite and premium pizza

parlor. The name Pizza Hut itself enjoys word of mouth

publicity. It also sponsors various programs and

tournaments. It was one of the co-sponsors in the one day

series between India and West Indies.

(4) Place:

Place includes the various activities that the company

undertakes to make the product accessible and available to

target customers.

Pizza Hut is franchised globally. It is a milestone in

itself that it has been recognized and accepted round the

world. There are Pizza Hut outlets in all the prominent

cities in India.

(5) Positioning:Positioning is the act of designing the companys

offering and image to occupy a distinctive place in the

target markets mind. Pizza Hut positioned as the most

premium class of products, higher the price, higher is the

quality perceived by the customers.


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Pizza Hut products hold a distinctive position in

customers mind and it would be hard for a competitor to

claim them. The product is positioned as the leader in its

category and as an offering best quality.

(6) Packaging:

Packaging includes the activities of designing and

producing the container for a product. Packaging has

become a potent marketing tool. Well designed packages

create convenience and promotional value.

In Pizza Hut, mostly the pizzas are served instantly.

Hence, they dont need to be packed. But incase of home

deliveries, they are packed in boxes with aluminum foils

which are then placed in special bags that maintain the

temperature inside, prevents the food from getting coldand eliminates generation of bacteria in them. Then they

are carried in specially modified scooters which have a

container that can accommodate 20 pizza boxes ready to

be delivered at the time.

(7) Pace:Todays era is highly competitive. Pace is one of the

differentiating factor and it also acts as a companys USP.

Pizza Huts key to retain its competitive advantage lies in

keeping focused on the basic principles of

Be customer driven Adopt quickly to the changing environment


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(8) Product Portfolio Management:

It is a continuous process of evaluating the product

portfolio i.e., the multiple products or brands of the

company. Through this the company tries to maintain the

most profitable brands and withdraw big products from the

market.

For Pizza Hut product portfolio management has

become a strategic tool to maintain its competitive edge. In

Pizza Hut, product portfolio management is done by YUM

BRANDS INTERNATIONAL.

MAIN COMPETITORS

Today, competition is not only rife but also growing

more intense every year. Competitors are companies that

satisfy the same customer need. It is a simple task for a

company to identify its competitors.

Once a company identifies its primary competitors, it

must ascertain their strategies, objectives, strengths &

weaknesses, and reaction patterns. Whether competitorscan carry out their strategies and reach their goals depends


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on their resources and capabilities. A companys closest

competitors are those seeking to satisfy the same

customers and needs and making similar offers.

A company should also pay attention to latent

competitors, who may offer new or other ways to satisfy

the same needs. A manager needs to conduct a customer

value analysis to reveal the companys strengths &

weaknesses relative to competitors.

INTERNATIONAL COMPETITORS OF PIZZA HUT

Burger King

Smoking Joes

KFC

Dominos

U.S. Pizza

Mc. Donalds

NATIONAL COMPETITORS OF PIZZA HUT

Dominos

U.S. Pizza

Smoking Joes


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Mc. Donalds

LOCAL COMPETITORS OF PIZZA HUT

In different cities of different states there are lots of

local branded restaurants where also people prefer to go

because of their some personal beliefs, perception,

attitudes, tastes and preferences.

Through Mc. Donalds serves different categories of

food, people when thinking of branded international

restaurant, do prefer more Mc. Donalds than Pizza Hut

due to their personal beliefs. So in this way, though Mc.

Donalds doesnt come under the same category as that of

Pizza Hut, it is its one of the competitors.

SOCIETAL MARKETING CONCEPT


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Marketing activities must be carried out under a well

thought out philosophy of efficient, effective and socially

responsible marketing. However, there are five competing

concepts under which organizations conduct marketing

activities: the product concept, product concept, selling

concept, marketing concept and societal marketing

concept.

The societal marketing concept holds that the

organizations task is to determine the needs, wants, and

interests of target markets and to deliver the desired

satisfaction more and effectively and efficiently than

competitors in a way that preserves or enhances the

consumers and the societys well being. This concept call

upon marketers to build social and ethical considerations

into their marketing practices. They must balance the oftenconflicting criteria of company profits, consumer want

satisfaction and public interest. Yet a number of companies

have achieved notable sales and profits by adopting and

practicing the societal marketing concept.

Pizza Hut has been successfully practicing thesocietal marketing concept. In 1979, it had raised $

3,42,000 for Easter Seals from national promotion. It

launched the BOOK IT! national reading incentive

program in 1984 with 2,00,000 elementary students

enrolled in it. In 1989, the Pizza Hut Jobs Plus Program was

introduced which employed individuals with physical anddevelopmental disabilities. It provided 1,20,000 Andrew


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wreaked havoc in Florida in 1992. In the same year, the

Pizza Hut were redesigned to save 2,75,000 tree a year. In

1993, the Harvest Program was launched to donate surplus

food to food rescue agencies. The Deliver Me Home

program was created by Pizza Hut and the National Center

for Missing & Exploited Children in US and it was tested at

the Dallas International Airport to inform the community of

an important identification tool in helping to locate, identify

and return missing children to their families.

One of the most recent event which reflects Pizza

Huts societal concept is that of Tsunami which clashed on

the shores of India, Sri Lanka, and some other countries on

26th December, 2004 in which Pizza Hut collected relief

funds from India as well as other countries to help the

affected people who came under the threat of Tsunami byproviding them clothes, food, medical services and other

needy things to them.


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ADVERTISING

Advertising is any paid form of non-personal

presentation and promotion of ideas, goods, or services by

a identified sponsor. Advertisements are a cost effective

way to disseminate messages, whether to build brand

preference or to educate people or trigger quick sales.

Advertising can efficiently reach geographically dispersed

buyers.

The advertising objectives must flow from prior

decisions on target market, market positioning, and

marketing mix. The main objectives of all promotional

efforts ofPizza Hut, inclusive of advertising is to create a

strong brand image in the minds of consumers that cannot

be claimed by competitors.

Most companies use an outside agency to help create

advertising campaigns and to select and purchase media.


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Yum Brands International takes care of all the marketing

activities ofPizza Hut franchisees in India. It means that

from the designing of advertisement to presentation of

advertisement in front of people. Everything is managed by

Yum Brands International.

In 1958, musical jingle developed for Pizza Huts 1st

T.V. commercial, the different medias used by Pizza Hut

for advertisement are as under:

Television

Hoardings

Selected newspapers

Leaflets

Kiosks

Pizza Hut levies a 6.3% advertising fee on its

franchisees i.e. 6.3% of net sales every month goes for

marketing activities. It spends half of its budget on national

media and half of its budget on regional and local media.

Some national advertising is wasted because of low

penetration in certain areas. Thus, even though Pizza Hut

may have a 30% share of the franchised pizza market

nationally. This share may vary from 5% in some cities to

70% in others. Incase of launching a new product or

opening of anew outlet, there is a press launch.


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BRAND MANAGEMENT

Perhaps the most distinctive skill of professional

marketers is their ability to create, maintain, protect and

enhance brands. Marketers say the branding is the art and

corner stone of marketing. A brand is a name, term, sign,

symbol or design or a combination of them, intended toidentify the goods or services of one seller and to


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differentiate them from those of competitors. A brand is

essentially a sellers promise to deliver a specific set of

features, benefits, values, culture, personality or user of the

product. Br4ands vary in the amount of power and value

they have in the marketplace. At one end there are brands

that are not known by most buyers. Then there are brands

for which buyers have a fairly high degree of brand

awareness.

The result of the entrepreneurial efforts of Grank &

Dan Carney was the first Pizza Hut restaurant in 1958. But

the red roof as a symbol for restaurants was adopted in

1969. Today, Pizza Hut is the worlds largest Pizza

restaurant chain, with nearly 12,000 restaurants and

delivery carry out units in more than 86 countries. In order

to build brand awareness and brand preference, Pizza Hutgives creative advertisements on TV & newspapers.

Besides the Job Plus Program which employs individuals

with physical and developmental disabilities has been

recognized as the largest corporate initiative of its kind in

the food service industry. Thus, providing such visible

support to a social cause like this creates not onlyawareness but also preference for Pizza Hut products

along with the world class quality of food and services that

it provides.


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CONSUMERS SERVICES & RELATIONSHIP

MARKETING

More companies today are moving their emphasis

from transaction marketing to relationship marketing.

Relationship marketing has the aim of building long term

mutually satisfying relations with key parties customers,

suppliers, distributors in order to earn and retain their

long term preference and business. Marketers accomplish

this by promising and delivering high quality products and

services at fair prices to other parties over time.

Relationship marketing builds strong economic, technical

and social ties among the parties. Today, a company is not

seeking an immediate sale but rather to build a long term

suppliers customer relationship. The operating principle is

simple: Build an effective network of relationships with key

stakeholders and profits will follow.

The guiding principle behind Pizza Huts success

story can be summed up in two lines: Its all about

customers. Imagine: No Customers No Pizzas No Us.

The goal ofPizza Hut is To give every customer a reason

to return. This goal is achieved through CHAMPS:

C - Cleanliness

H - Hospitality

A - Accuracy


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M - Maintenance

P - Product Quality

S - Speed of Service

Pizza Hut is a customer centered organization which

makes it easy for its customers to deliver suggestions and

complaints. It gives feedback forms to the customers to

know their likes & dislikes. Customers can even give their

suggestions and complaints on its website. The entire work

force is well trained and groomed to serve the customers

better than any one else as satisfied customers ensure

profit as well as growth.

Hence, customer focus is the key word over here

which has made Pizza Hut the favorite Pizza restaurant

brand in the country.


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PROBLEM SOLVING PRINCIPLES OF PIZZA HUT

Never argue with the customers.

Never blame other Team Member.

Solve the problem before it becomes a

complaint.

Treat the customer as you want to be treated.

Never let the customer leave unhappy.


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MARKETING RESEARCH PROCESS

Effective marketing research involves the following

steps:

Problem / opportunity identification

Creation of the Research design

Choice of Method of Research

Selection of the Sampling procedure

Collection of the data


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Analysis of the data

Writing & Presenting the report

Follow-up

(1) PROBLEM IDENTIFICATION

In this stage the problem is first identified for which

research is to be carried out.

In order to avoid waste in time and money, it is

necessary to define the marketing problem in specific

terms. An early step in the process is a situation analysis or

a survey of available data regarding the company. Through

this we can arrive at a hypothesis or presumption and a

refinement of the problem definition. A problem shouldneither be defined too broadly nor too narrowly. A plan may

be prepared for each problem and a master plan can

combine all the plans.

The 2surveys had been undertaken in order to answer

some questions like:

1. To know food habits of Rajkot people. It means that

which kind of food people prefer.

2. Which Pizza and Dominos in term of quality, price,

services, infrastructure, etc.


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3. What is the level of satisfaction provided by Pizza

Hut to its customers in comparison to their

expectations?

4. How often do customers visit Pizza Hut and what is

the best thing about Pizza Hut according to them.

5. How much people can afford per head food bill &

what are the important factors for them to visit any

restaurant.

(2) RESEARCH DESIGN

The second stage of marketing research calls for

developing the most efficient plan for gathering the needed

information. Designing a research plan calls for decision on

the data sources, research approaches, research

instruments, sampling plan and contact methods.

DATA SOURCES: -

Information can be collected through secondary data,

primary data or both. Secondary data are data that were

collected for another purpose and already exist

somewhere. Primary data are data gathered for a

specific purpose or for a specific research project.

RESEARCH APPROACH: -

Primary data can be collected in five ways: - observation,

focus groups, surveys, behavioral data and experiments.


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(1) Observation method the researcher instead of

asking, just observes and records the behaviors of

respondents. Observations can be done by the

researcher himself or through mechanical devices.

(2) In focus group research a focus group is gathered

which consists of 6-10 people who are invited to

spend a few hours with a skilled moderator to discuss

a product, service, organization or other marketing

entity.

(3) Surveys are undertaken to learn about peoples

knowledge, beliefs, preferences and satisfaction and

to measure these magnitudes in the general

population.

(4) Behavioral data, customers leave traces of their

purchasing behaviors in store scanning data, catalog

purchase records and customer data-bases. In thismethod, such data is used to solve a problem.

(5) Experimental research is the most scientifically

valid research. The purpose of experimental research

is to capture cause-and-effect relationship by

eliminating. Competing explanations of the observed

findings.

(3) CHOICE OF METHOD OF RESEARCH

Marketing researchers have a choice of two main

research instruments in collection primary data.


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They are

Questionnaires Mechanical Devies

A Questionnaire consist of a set of questions

presented to respondents for their answers,

Mechanical Devices like galvanometers tachistoscope,

audiometer, etc. are occasionally used in marketing

research.

(4) SELECTION OF THE PROCEDURE

After deciding on the research approach and

instruments. Marketing researcher must design a sampling

plan this plan calls for three decisions.

They are

Sampling units Sample Size Sample Procedure

Sampling units answers the question who is to be

surveyed? Marketing research must define the target

population that will be sampled.

Sampling size answers the question how many people

should be surveyed? Large samples gives more

reliable results than small but sometimes even small


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provides good reliability, given a credible sampling

procedure.

Sampling procedure answers the questions how

should respondents be chosen? There are two

different types of techniques used for sampling.

They are

Probability Techniques Non-Probability

Techniques

Probability Techniques sampling allows the calculation

of confidence limits for sampling errors and each

sample has an equal chance of selection. Probability

sampling techniques includes random sampling,

systematic sampling, stratified sampling, area

sampling and multi stage sampling random sampling.

(5) COLLECTION OF INFORMATION

The data collection phase of marketing research is

generally the most expensive and the most prone to error.

In the case of surveys four major problems arise. Some

respondents will not be at home and must be re-contacted

to replace. Other respondents will refuse to co-operate. Still

others will give biased on dishonest answers. Finally some

interviewers will be biased and dishonest.


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(6) ANALYZE THE INFORMATION

The next to last step in the marketing research

process is to extract findings from the collected data. The

researcher tabulates the data and develops frequency

distribution. Averages and measures of dispersion are

computed for the major variables. The researcher will also

apply some advanced statistical techniques and decision

models in the hope of discovering additional findings.

(7) PRESENTING THE REPORT

As the last step, the researcher presents the findings

to the relevant parties. The researcher should present

major findings that are relevant to the major marketing

decisions facing management.


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Pizza Hut serves more than 1.7 million pizzas every

day, to approximately 4 million customers worldwide.

Pizza Hut is the world's largest pizza restaurant

chain, with nearly 12,000 restaurants, delivery-carry

out units and kiosks in more than 86 countries. It

employs more than 240,000 people worldwide.

Pizza Hut uses 2.5 percent of all the milk (over 3.2

billion pounds) produced in the U.S. every year for

cheese. That cheese production requires a herd of

250,000 dairy cows producing at full capacity 365

days a year. Pizza Hut uses more than 360 million

pounds of REAL cheese per year; of that, 335 million

pounds is mozzarella cheese. Stuffed Crust Pizza used

approximately 50% of the 35 million pounds of string

cheese produced in the U.S. in 1995.


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The highest volume Pizza Hut restaurant in the world

is in Paris, followed by stores located in Moscow, Hong

Kong and the U.K. Outside the U.S., the country with

the most Pizza Hut units is Australia, followed by

Canada and the U.K.

In 1991, Pizza Hut made one of its most historic

deliveries - - to Russian President Boris Yeltsin and his

supporters, who prevailed over an attempted political

coup. When food supplies dwindled in the Russian

Parliament Building, Yeltsin called Pizza Hut delivery.

Pizza Hut uses more than 700 million pounds of

pepperoni per year. If you lay those pepperoni slices

side by side, they would create a paths that would

stretch around the world twice and go to the moon!

There are 4.2 billion pizza purchases made every year,

which equates to 11.5 million purchases every day.Half of these purchases are done on Friday and

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