Professional Documents
Culture Documents
Presented By:Nidhi Chattwal(098) Nitesh sudan(099) Neha aggarwal(101) Jasmeet kaur(127) Mohit Sharma()
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
Internal marketing
external marketing
employee
interactive marketing
customer
INTERNAL MARKETING Young and enthusiastic team Vision Benefits for better performance EXTERNAL MARKETING Home delivery specialist Bring out the 'WOW 'effect Serve its customers on time Every order is hand-made INTERACTIVEMARKETING Promises their customers safe n friendly service Free Home delivery
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.
SWOT ANALYSIS
strength opportunity
weakness
threat
strength Good Quality Food(Hygiene) Brand Name Food worth its Price Good Service Weaknesses Que during Peak Hour They advertise very less Fewer Outlets
Opportunities Low Calorie Pizzas in their menu Faster delivery The company can come up with innovative Pizzas, new flavors and recipes Threats Competitors like Dominos The rising prices of special ingredients like cheese, used in pizzas
FISH BONE
Fish bone is a cause and effect diagram to identify potential cause of problems. Pizza hut always try to have customer satisfaction on priority and if there customer are not satisfied, what are the main cause of unsatisfaction. These causes can be well explained by the fish bone diagram. FISH BONE DIAGRAM OF PIZZA HUT UNSATISFIED CUSTOMER
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 product which 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
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 BELL the pizza hut tradition to say thank you when you ring the bell.
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
people
SERVICE PROCESS
Physical Evidence
Ample parking facility Glass window Uniform- Black and red combination Cleanliness Design menu
SERVICESCAPE
It includes: PHYSICAL PRODUCT SERVICE PRODUCT SERVICE ENVIRONMENT
DISTRIBUTION
The type of distribution channel used by Pizza Hut is the direct channel. Pizza Hut uses three different methods of selling its products directly to the market: Delivery customers to dine-in online ordering
GAP MODEL
A Gap Model defines the various gaps or wrong understanding or lack of sufficient knowledge within the Company. Due to these Gaps the company may face huge loses and thus low market share. In Pizza Hut, the objective of the management is to demolish all the gaps on the surface of the company. In order to deal with the Gaps of Pizza Hut, we conclude on two major Gaps on hand. GAP 1: The gap between customer expectations and Management perception of 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 providing to them which leads to the formation of this Gap.