SERVICE GAP MODEL

OF VLCC

presented by:
shivam singh (8)
niharika choudhary (11)
shubham jain (12)
shilpi singh (32)
shreya jain (s-19)
GENESIS:
 Founded by Mrs. Vandana Luthra in 1989
 India’s largest health and beauty brand
 Has around 225 outlets across 90 cities
 Served around 10 million customers in the
form of VLCC health care Ltd, VLCC personal
care Ltd., VLCC day-spa, VLCC nutri-diet
clinic and VLCC institute of beauty, health &
management
SERVICE GAP
MODEL
CUSTOMER GAP:
 The central focus of the gaps model is the
customer gap, the difference between
customer expectations and perceptions.
 VLCC will like to close this gap –between
what is expected and what is received –
- to satisfy their customers and
- to build long term relationships with
them.
 This can be done by closing the four Provider
Gaps that exist in VLCC.
CUSTOMER
EXPECTATION:
 Quality and customized service
 Less waiting time
 Proper environment
 Entertainment and recreation
 Proper disclosure of terms and condition
 Affordable service
 Proper treatment
 Abide by their commitments
 Easy to reach
PROVIDER GAP 1
AND ITS CLOSURE
 Less
Rates not arrangements
considered for
entertainment

•Fixing reasonable rates for the services

rendered
•Providing arrangements for entertainment
through magazines , TV etc.
•Proper appointments with time allotments
for each customer without any bottleneck

Waiting
time not
given due
importanc
e
PROVIDER GAP 2
AND ITS CLOSURE
 No. of Quality of
services service
designed designed

• designing a uniform service

delivery chart throughout the
country
• selecting location which is
easily accessible from all parts of
the city

Poor
selection
of location
PROVIDER GAP 3
AND ITS CLOSURE
Absence of
expert
Less
beauticians
customized
and health
service
care
trainers

• appointing expert beautician with

proper experience
• providing then training regarding
rendering of services so that customized
training can be provided
•

Delays in
delivery of
additional
services
PROVIDER GAP 4
AND ITS CLOSURE
Ineffective
health care Making false
and fitness commitments
services

• provide health care and fitness

services whose effect can be felt by
the customers
• abiding by the commitments made
• making the customers well informed
about the relevant information

Less
transparenc
y in flow of
information
THANK YOU!!!!