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Shruti Bhatia (70) Vikas Bansal (88) Vipul Agarwal (90) Dhruv Sahni(22)

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Neha(42) Aakanksha Vashistha(1)

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Pizza Hut – The Introduction Ansoff Matrix Quality Management Perceptual Mapping Technological Changes Pizza Hut Service Quality Dimensions Chase Strategy SWOT 7Ps of Services Service Process Fishbone Servicescape Gap Model Research & Development Variability Maintenance & Materials Management Our Experience with Project

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Advancement. And Rewarding Careers in a Fun.E. Bangalore. and Chandigarh amongst others. Taco Bell.S  PASSION for excellence in Doing everything  EXECUTE with positive energy and urgency.A.R. • P. Every customer says. Pune. Pizza Hut is the world’s largest pizza chain with over 12. Hyderabad. Inc.500 restaurants across 91 countries In India. Safe Working Environment. PIZZA HUT'S MISSION STATEMENT We take pride in making a perfect pizza and providing courteous and helpful service on time all the time.. "I'll be back!" We are the employer of choice offering team members opportunities For Growth. Kolkata. Pizza Hut has 137 restaurants across 36 cities. which also has KFC. including Delhi.PIZZA HUT-The Introduction Pizza Hut is one of the flagship brands of Yum! Brands. . Chennai. Yum! is in the process of opening Pizza Hut restaurants at many more locations to service a larger customer base across the country Pizza Hut is known for its • • • • • Good Quality Food (Hygiene) Brand Name Food worth its Price Good Service New Kind and Styles of Pizzas in its Menu. A&W and Long John Silver’s under its umbrella. Mumbai.L.

listed on New York Stock Exchange under the symbol PIZ. Inc.  LISTEN and more importantly. when two college-aged brothers from Whichita. for an undisclosed sum.  1968: International market entered with opening of Pizza Hut restaurant in Canada.  RECOGNIZE the achievement of others and have fun doing it.  1997: Pizza hut opens a dine-in restaurant in Delhi. Frank and Dan Carney opens first Pizza Hut restaurant after borrowing $600 from their mother. and opened its first restaurant in Bangalore.  1959: Pizza Hut is incorporated in Kansas and the first franchise unit opens in Topeka. Since then it has captured a dominant and significant share of the pizza market and has maintained an impressive growth rate of over 40 per cent per annu.  2007: Pizza hut brought out our Thick n Thin Pizza and began to re-franchise our dine-in restaurants.  1986:Delivery service.  1972: Pizza Hut. PIZZA HUT STORY  1958: The legacy of Pizza Hut began. stockholders overwhelmingly approve merger with PepsiCo. Yum! Brands Inc is the owner of the Pizza Hut chain worldwide.  1969: Red roof adopted for restaurants. A . respond to the voice of the customer. Kansas. Kansas. is initiated  1996: Pizza hut comes to India with a dine in restaurant Bangalore that has special vegetarian pizzas.  2009: Pizza Hut offering baked fillings in the corner of the pizza LOCATION IN INDIA Pizza Hut entered India in 1996.  1977: Pizza Hut. ACCOUNTABLE for growth in customer satisfaction and profitability. Inc. as a new concept. Inc.

In India Pizza Hut has not included all kinds of Pizza which it serves elsewhere. it was the first pizza chain to open a 100% vegetarian restaurant in India in Surat and later in Ahmedabad and Chowpatty. But rather localized its menu as per Indian customers A critical factor in Pizza Hut’s success has been a menu that has constantly evolved and expanded to cater to the changing needs and specific preferences of customers in different parts of the world. where it offers a Jain menu sans all root-based ingredients. Taco Bell. Yum! Brands owns Kentucky Fried Chicken. . Pizza Hut. Besides offering an extensive range of vegetarian pizzas. In having understood the pulse of the customers in India. A&W and Long John Silver’s restaurants worldwide.Fortune 300 company. Pizza Hut has clearly established itself as a brand with an Indian heart.

Most recent one is the filling of toppings in the pizza corner.different enough that customers will think it as a whole new product. Their marketing strategy in the past has always been to be first. Thus they are into Service Development. For this they take innovative ideas from . Pizza Hut is always trying to come up with some innovative way to make a pizza into something slightly different .ANSOFF MATRIX EXISTING CUSTOMERS Consolidation/ Market Share Building NEW CUSTOMERS EXISTING SERVICES Market Development NEW SERVICES Service Diversification Development Pizza Hut has always had the first mover advantage. Therefore they are offering same customer a different kind of product. One of their main strategies that they still follow today is the different things in their menu.

Institutes like IHM ( Institute of Hotel Management) as well as motivate their workforce to come up with ideas. .

They are given extra classes in order to meet the quality standards set by Pizza Hut around the world. The shift managers have the task to observe whether the quality standards are met or not.QUALITY MANAGEMENT To ensure stringent international bench-marks in the quality of products and services at all its restaurants across the world. Hospitality. whereas there are a total quality management department at the main office in Gurgaon. Based on the report submitted by the official. the kitchen assistants are trained accordingly. All the employees’ backof-the-house i.S. Product quality and Speed.A. Accuracy.M. Different quality management staff is also there at Pizza Hut. the restaurants are rated and in the rare case of finding under performers. This department has the task to implement quality standards and know whether they are achieved or not.P. Maintenance.H. This strategy is strictly implemented in Pizza Hut in order to fulfill the quality standards. This strategy is important in order to satisfy the CHAMPS. that stand for Cleanliness.e. . Pizza Hut has a mystery shopper program in which an unknown official visits a restaurant and evaluates it on certain defined parameters called C. they are kept under strict vigil This is the most important for a food chain like Pizza Hut.

PERCEPTUAL MAPPING Perceptual mapping helps the Management to see the real picture of their own and their competitiors. Expensive and high services : 1st quadrant Expensive and moderate services : 2nd quadrant Inexpensive and moderate services : 3rd quadrant Inexpensive and high services : 4th quadrant . In above map. Services are plotted on X-axis and Pricing is plotted on Y-axis.

McDonald provide high services but the food products are not expensive. the services are moderate and they cost high than McDonald. But in 2nd quadrant. Pizza Hut is providing High Services at very high price. . Likewise.The competitors for Pizza Hut are Domino’s. That is why it is plotted in 1st quadrant. KFC and McDonalds.

advertising for their promotional activities. They use internet (they have VIP (very into pizza) club made where people can register their phones) telemarketing.TECHNOLOGICAL CHANGES Now a day’s technology is improving so Pizza hut has to keep track with it or else its competitor may take advantage of it and move ahead than pizza hut. It makes sure that it uses baking and heating ovens that are new and efficient. . They have tie ups with company which provide them cold rooms. This tie up is of exchange of machine after a period of 6 months if new kind of machine is made by them. Not only in machines and equipments but also in marketing they try to be updated. mobile number where pizza hut provide them latest pizza news. discounts and offers at email .

Also in taking order they use the software provided by Devyani International Limited. daily transactions. .000 restaurants in more than 100 countries. the world's largest restaurant company with over 34.Computer based customer data that is MIS (managing information system) helps in collecting customer data. DIL is a leading franchisee of YUM Restaurants International. Following are the screenshots telling the process of order in pizza hut. future forecasting and decision making.

When the employee clicks on order he has an option of adding or removing a particular toping .When a customer enters and takes table at pizza hut that table has certain number. An average of 4 tables are handled by one single employee.25 pm.Like our table is numbered 114 and order is placed at 5. place his order and once he click on yes time of order is displayed on screen. When order is placed by the customer the employee enters his employee id and mark the table in which the customer is sitting.

Its transparent as its in written form. Also it is secured as no one else except employee can use this software. . And in case the employee who has served is busy payment can be taken up by anyone else thereby not making customer wait at all.One of the benefit this software has that any employee can take the bill as it’s feeded in software.

Timely home Delivery 5. Ingredients of Food 5.Response to customer 5. 6. Hygienic 7. Freshness 6. Unique Service specially for you 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 Therefore from the above information we analysed that on the scale of 5 Pizza Hut ranks • Tangibility – 4.Privacy 8. Hospitality Responsiveness 1.Correct the mistakes and errors 4.Perform the services right and accurately 2. when busy 2. Time for take away. Attitude Empathy 1.Employees’ Appearance 2. Knowledgeable Employees 3. Environment is comfortable 3.Provide services on time 3.PIZZA HUT SERVICE QUALITY DIMENSIONS Scale 5 Strongly Pizza Satisfied 4 3 2 1 Satisfie Neutra Dissatisfi Strongly Dissatisfied Hut Service lQuality Dimensions d ed Tangibility 1. Sincerity 2. Packages Reliability 1.Courtious 4.Employees’ guidance to customers 4. Employee Behavior 2. Approach to higher Management 3. Kind behavior of employees 4.Waiting time for Dine In. Solve the problems 3.Employees’ behavior. Assurance 1.5 (28/8) . Providence of special services 7. Environment is attractive 4.2 (21/5) • Responsive ness – 3.2 (30 /7) • Reliability – 4.

However data was collected from 56 customers. As a result table gets vacant early and other customers can be served.23 on the scale of 5 ( 4.5/ 5) which tells that its customer are satisfied.75 (19/4) Empathy – 4. But we chose to take data from 42 customers only as some customers filled the questionnaire in a hurry and marked most 5 or most 1. However it has to improve them on Responsiveness as it will help them to delight the customer. .• • Assurance – 4.75+4.2 +4. This was the questionnaire through which we got above data.5+4.5 (18/4) And a total Service quality they score 4. The keep things at the place and make their ingredients ready so that minimum time is taken to serve the customer.2+ 3. They are improving on their que management system by already preparing themselves two hours before the peak hours. Average data has been marked of 42 customers.

They follow PREP strategy for peak hours. While there cycle of making one pizza is only 7 minutes.CHASE STRATEGY OF PIZZA HUT At the peak hours they prepare themselves few hours before 1. Keep lemonade syrup ready so that they just have to add 7 up when the customer ask for a Lemonade. 4. During peak hour they provide the pizza making time of 15 – 20 minutes. . This they do. so that the customers have food as early as possible and their table gets vacant early so that more and more customers are served. 2. They be ready with different patties ( pizza base) 3. They keep things ready in the line. All team members are prepared before peak hours with vegetables required for toppings. In normal case they provide the pizza making time of 10 – 14 minutes.

courteousness of employee.All the ingredients except local vegetables are provided by Yum Restaurants through their Restaurant Support System. Pizza Hut being in market for a long time can cash on this opportunity . Opportunities • Pizza Slice: They are one of the best pizza makers. This has been started by Sbaro – one of its competitor. This will attract people with small budget as well as those who wish to try pizza hut.SWOT ANALYSIS Strngths • Good Quality Food (Hygiene). In their take aways they can start with pizza slices. Weaknesses • • • Que during Peak Hour They advertise very less Fewer Outlets: Their outlets are not spread all over the city as compared to other competitors. • Good Service: The provide good service in terms of timeliness of pizza. Pizza Hut has made its offerings more affordable. They provide pizza before time. taste of pizza etc. • • Brand Name: Pizza Hut is a franchise of Yum Restaurant which has its outlets worldwide. All other inputs are according to the quality standards provided by them. They have starting range of Pizza with just Rs 75 and individual serving pizza with cold drink for Rs 99 only. their staff are scattered around near all the tables so that incase the customer wants to call pizza boy they just have to wave. Food worth its Price: Employing economies of scale. knowledge of employees.

Pizza Hut has successfully used the high/low pricing strategy when setting the retail price of its products. pastas and desserts PRICE In the past. friendly and personal. thus making it a destination product – which everyone seeks. while setting standards for others to strive to replicate. It includes appetizers. the proprietary Pan Pizza and Stuffed Crust. Pizza Hut is committed to providing uncompromising product quality. 7 P’s OF SERVICES PRODUCT Worldwide and in India.• Low Calorie Pizzas in their menu Threats • • Competitors like Dominos. Crewmembers at Pizza Hut strive each day to provide ‘customer mania’ . Spicy Paneer and the Masala and Tandoori pizzas have been a tremendous success. It is this belief that has ignited the passion to create. The high/low retail pricing strategy allows Pizza Hut to charge a price that is above the . innovate and serve the finest product the industry has to offer.where the customers can make their own fresh salads. What has also given Pizza Hut a competitive edge is that in addition to an extensive range of internationally renowned pizzas like The Italian. This is because at Pizza Hut the belief is that every pizza has its own magic. a Salad Bar . Housewives are interested in making Pizzas & other Fast Food at home. Over the years Pizza Hut has also developed and successfully introduced a range of products especially suited to the Indian palate.the kind of service that ensures that every visit of the customer is a memorable one. A critical factor in Pizza Hut’s success has been its unique dining experience. Sbaro . in India the menu offers the option of a complete meal. Spicy Korma. These products like Chicken Tikka. a range of soups. offering customers the highest value for money and giving service that is warm. Pizza Hut has come to become synonymous with the ‘best pizzas under one roof’.

PROMOTION The objectives of promotion are to introduce a new product. Both Pizza Hut and the beverage Mountain Dew are Pepsi subsidiaries.competition. DISTRIBUTION The type of distribution channel used by Pizza Hut is the direct channel. The direct channel is also useful when there are a large number of buyers. The direct channel is successful when there is an extremely large market that is geographically dispersed. Apart from this Pizza Hut is using intense marketing strategies they are also giving ads in magazines. and encourage repeat or greater usage by current customers. This promotion is also distributed mainly by mail (VIP members). this strategy will emphasize product and service quality. Pizza Hut can sell "The Extreme" to the customers who will pay the higher price to be the first to buy and also to the bargain hunters Finally. They are using billboards on main stream places to get there customer. Pizza huts try's to attract the younger generation as their main market segment. Pizza hut uses many promotional strategies. The first method of distribution used by Pizza Hut is delivery. They are also distributing door to door brochures to capture more and more customers. but a small amount purchased by each. Pizza Hut will be able to sell two products together at a single price to suggest a good value. These are the strategies Pizza hut is using for its marketing. Different groups of customers are willing to pay different prices for the same product. Pizza Hut uses three different methods of selling its products directly to the market. and the order is delivered to the customer's home. place an order. Advertising camping will creates awareness of the products in our target markets. Customers can call Pizza Hut ahead of time. . but also promote frequent sales to lower the price below them. change the short-term behavior of the customers. bundle pricing will be used. The main promotion is a coupon to purchase.. stimulate demand. but also by fliers on college campuses around the country in order to reach the target market. Pizza huts also using marketing techniques. Pizza Hut sets a high initial price for its products to send a signal to customers that its products are quality and the service is excellent.

Since the communication is the most important factor between the customer and employee because the whole process is depended on giving the orders for food. Customers all over the country will be able to order "The Extreme" by one of the three distribution methods. she was only 10th passed out. that is. The only factor they were considering on the communication skills. Out of 5 days. After talking one of the employees in Pizza Hut. all the employee is at the same level . The market coverage for "The Extreme" will be nationwide. download any special hut do not follow any kind of hierarchy . how to take orders and basically how to communicate with customers and make them happy by their services. The Training is given for total 5 days. how they communicate with the customers. we came to know the criteria of selection. For this the Management conducted the training process for the new employees.Another method of distribution is for customers to dine-in. Also there is no specific requirement for recruiting process. and either leave with the order or eat at the restaurant. and order without having to disclose any credit card numbers. One of Pizza Hut's largest competitive advantages is its restaurant style facility. This method is useful because it allows customers to view the entire menu. salads. place an order. Customers can now go on the Internet and place an order. family atmosphere. PEOPLE Here the job design is not the most difficult task to do. Pizza Hut offers a clean place to sit down and enjoy the variety of pizzas. and sandwiches in a fun. The third method of distribution is! online ordering. After this we it was confirmed that there is no proper requirement of the educational hut has a very prescribe and well known process . they have 3 days for kitchen training and other 2 days in the main dining. The girl was from west India. PROCESS The design of the process of the pizza hut is very efficient . Customers can go to the nearest Pizza Hut.

.by adopting various technology software which help them to upgrade their supply management and also manage their crowd of customer efficiently. and pizza hut always try to upgrade with changing envierment and modernization is key of success of the pizza hut. PHYSICAL EVIDENCE The ambience of the pizza hut is good enough to catch up the people .they provide a very good dining experience with high quality of atmosphere in terms of there physical evidence.




FISH BONE DIAGRAM OF PIZZA HUT UNSATISFIED CUSTOMER .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.

Staff’s uniform is also very major part of their environment because if their uniform are not good enough. Pasta. Flow of events that are designed to produce the necessary . pizza (veg & non veg). The pizza is made in many flavors as per customers choice. So apart from the ambiance. It is the environment. cleanliness. In pizza hut. there are various products that were transferred to the customer like. SERVICE DELIVERY : planning your work and working your plan. ambiance. background music that attract customers to eat and to feel good about the whole process of entering the Hut and living the Hut. In pizza hut. Lemonade. SERVICE PRODUCT: outcome. the customer will have a very negative impact on him and may be do not bother to place order. These products can be seen & touched. Staff’s Uniform. Garlic Bread. The management of Pizza Hut are really strict with their planning and implementing those plans which they working on. Background Music.SERVICESCAPE It includes Physical product: the product of the company which is transferred to customer. Core performance purchased by the customer. It means in what manner the services are being provided to customer. Cold Drinks. the uniforms are also important part of their service environment. SERVICE ENVIRONMENT : Evidence: Whole Ambiance. the ambiance plays a very important part. Salads.

during day & night and at weekends. GAP 1: The gap between customer expectations and Management perception of customer’s expectations. that is. 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. for example. 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. In order to deal with the Gaps of Pizza Hut. At this time the waiting time for the food to come is quite big. . Due to these Gaps the company may face huge loses and thus low market share. 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. what Pizza Hut is promised to their customers are not providing to them which leads to the formation of this Gap. This gap arises whenever they have peak hours. In Pizza Hut. we conclude on two major Gaps on hand. GAP 4: The gap between Service delivery and external communication to customers.GAP MODEL A Gap Model defines the various gaps or wrong understanding or lack of sufficient knowledge within the Company. the objective of the management is to demolish all the gaps on the surface of the company. This gap arises when the services are not provided as promised. Therefore. That is.

It started with thin base pizzas. However it encourages its employees also to come up with new recipes and reward them for the same. pasta. Pizza Hut provides same Product. Under this it has reduce the weight of its Dough but kept the size of its pizza the same. Now it has come up with another new pizza with Golden Cheddar melted on the top and a tempted filling baked into the edge. Pizza Hut was the first one to come up with thin crust pizza and corner filled with topping. In this they have not only garnished pizza with veg or non-veg toppings but also its base with some filling (They have advertised it by saying that you can enjoy pizza backwards now). By this it offered a new variety in pizza which is comparatively lighter to eat than others. But keeps on doing minor variations in it. ice creams and drinks is a core responsibility of Yum itself. This differentiates it from other pizza making restaurants. They take ideas from hotel management institute(Institute of Hotel Management) .Pizza.RESEARCH & DEVELOPMENT As we told that Pizza Hut is a brand under Yum therefore any research on making of new types of pizza.

He just served what he was told by us. The employee’s courtesy was different. You require table for 2/4/6. When the customer enters employee have to say “Hi Mam /Sir. This training is not provided at pizza hut outlet but rather at a cities head office.VARIABILITY For the purpose of least Variability possibility they follow below mentioned steps • TRAINING. In Pizza Hut. 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. Pizza base is formed of 3 different size-Personal.We were told the name of the employee who would be serving us.Every new employee undertakes the training of 5 days which includes 3 Days Kitchen Handling and 2 days Customer Dealing(Hospitality). Medium and Family Size. That means the weight of Dough of Personal Pizza and that of Medium Pizza is different (weight not disclosed as it’s their internal information) Variability at two pizza hut outlets: while we visited four pizza hut outlet. CP. This may be due to different management styles followed by managers. GK – employee was not concerned too much interactive with the customer and was just serving. He didn’t ask for whether we want anything else or not.” When pizza is ordered they say “Pizza will take 15-20 minutes. When we refer employee by their name they feel respected. we found each pizza hut outlet bit different in terms of the service provided by them. How are you? Welcome to Pizza Hut. Throughout the meal only that employee interacted with us. Like in Pizza Hut. The size is differentiated by weight and then the shape. Drinks will be served now (if ordered). . • SCRIPTS: They have provided their employees with particular scripts that has to be spoken when similar situation arises Eg.

Therefore we think that a common training must be provided to management staff so that such a variability doesn’t exist in customer experiences at Pizza Hut .In Pizza Hut. PVR Saket – Employee was coming too many times to ask how good food is. whether we want something else . This was quite offending as he disturbs the customer in between when he is chatting.

The have done AMC with the Yum Restaurant International Ltd for machine provided by them. imported vegetables) perishable. This is done by Restaurant Support System of YUM Restaurants. cheese . For dish washers they have 5 yr AMC done.MAINTENANCE MANAGEMENT For the purpose of managing as well as maintaining machines there is GPM (General Purpose Maintenance) person available at every pizza hut outlet. how to change temperature and incase of any failure how to temporary make the machine work. He know how to repair machine.topping sauce. This enables Pizza Hut to be prepared for any small breakdown affecting there business at any particular time. There is one IT person available to check system or software failure. Whenever the things are taken from their Bills are issued to a particular outlet and these bills are paid monthly. it has to be stored at a particular level of temperature. They have made a proactive management MATERIALS MANAGEMENT Since pizza hut has most of its inputs( vegetables. This has reduced loss due to spoilage by a great extent .

The factors for success of Pizza hut are value food. We got to know the practical knowledge of working of Restaurants—What kind of software is used. Developing the local supply chain. How they make process faster at peak hours. Some people are very rude while saying no.OUR EXPERIENCE WITH THIS PROJECT We have learnt a lot in terms of how difficult it is too please a customer. how to serve fast and what is a difference between what management thinks and what customer thinks. We need to see that is it a appropriate time to give questionnaire. . Customizing product offerings etc PROBLEMS FACED DURING THE PROJECT • • • Information sharing is the most critical problem faced by us To reach pizza hut at those time when their staff is free and more open to share information Customers are not willing to spare time to fill the questionnaire.

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