service marketing process at haldirams
TRANSCRIPT
Service Marketing
Process at
Haldirams, Mathura
Road
Introduction
Haldirams is a famous Indian Sweets
and Restaurant chain located in
various locations of North India. It has
various self service restaurants which
also sells Namkeens, snacks &
sweets at it outlets.
For the purpose of this project we
visited Haldiram’s outlet located at
Mathura Road near Mohan Estate
Metro Station
1. ENTRY: The first impression of the
outlet was good, it was a clean shining
building with a posh environment.
Visible: Clean & Pleasing Environment
Invisible: Up keeping by Maintenance & Cleaning staff
1.1 Frisking & Checking of Bags: At
entry the visitors were frisked & bags
were checked for any potential threat.
Visible: Frisking & Checkking
Invisible: Attempt to Provide a secure & safe environment to visitors
2. Seating: Since it is a self service restaurant,
visitors can sit themselves wherever they are
comfortable, s.t. availaibilty. The tables and seats
were clean & environment was peaceful & pleasant
Visible: Clean & Pleasing Environment
Invisible:
2. Invisible (Contd.)
1. Repetitive Cleaning
by cleaning staff
2. Proper seat
arrangements by
staff
3. Working of Air
conditioners
4. Low volume
Instrumental Music
2.1 Seating Arrangement
1. Seating at
G- floor
2. Standing
arrangemen
t outdoors
3. Seating at
1st floor
Seating Arrangement expanded to two floors.
And was adjacent to food counters
3. Ordering Food: Menu
displayed at prominent places
Visible: Menu Cards Invisible: Attempt to place
them at right place for
convenience of visitors
combined with offers
3.1 Billing at Cash Counter
Visible: Billing & Order Coupon Generation
Invisible: Pricing Decision & Inventory Management
3.2 Placing of Order
Visible: The person takes the order coupon & tells the preparation time
Invisible: He instructs in Kitchen to do the same
Visible: The Hot mouth Watering food in served at counter
Invisible: Preparation of Dishes
4. Final order is delivered & brought
to table & enjoyed by the visitors
themselves& selfies are clicked…..
Thank you…