ashutosh yadav pizza hut ppt

8/13/2019 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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ashutosh yadav pizza hut ppt

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