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"You learn to speak by speaking, to study by studying, to run by running, to work by working, and just so, you learn to love

by loving. All those who think to learn in any other way deceive themselves."
-St. Francis de Sales

St. Mary's Catholic Center
Karli Ragan, Sam Naccarato, Mike Jones, and Lizzie Turk

Background
● Service Audit Objective:
○ How can St. Mary's increase the amount of student involvement and attendance within the church?

● Distributed survey to 289 students.
○ ○ ○ ○ Frequency of attendance Awareness of St. Mary's to catholic students Rated different aspects of St. Mary's Involvement within St. Mary's

Survey Results
● 86% of respondents were able to proceed with the survey, as they identified as a catholic college student ● 70% of respondents were female, 30% male ● Main ethnicities: 65% Caucasian and 28% Hispanic ● Main classifications (2013-2014 school year): 35% Seniors, 24% Juniors, 28% Sophomores ● 96% had attended St. Mary's at least once ● 92% have a readily available form of transportation to St. Mary's ● According to our survey respondents, the two most important aspects of Mass are the delivery of the sermon and feeling welcomed

Product
● Designed to satisfy the wants and needs of the target market. ● Application:
○ To provide Mass services to meet the spiritual needs of students now, and to prepare them for life after college.

Product Strengths & Weaknesses
Strengths
● Fulfills Catholic responsibility ● Approx. 12 Mass services per week ● Many organizations to be involved in ● College credit class ● 81% of survey respondents attend more than 10 times per semester

Weaknesses
● Overcrowded Mass services ● Possibility of too many organizations: 42% of survey respondents were not interested in being involved in St. Mary's organizations ● Lack of data to adequately serve the target market

Price
● What the customer gives up to receive the product or service. ● Application:
○ What students trade off in order to attend Mass.

Price Strengths & Weaknesses
Strengths ● Fulfill your Catholic responsibility Weaknesses ● Students must trade off time that could be spent on school-related activities or social events

Place
● How customers get a product offering ● Application:
○ How parishioners become closer with God through various channels of St. Mary's

Place Strengths & Weaknesses
Strengths ● Location (on popular northgate district and close to campus) ● Convenient online information allocation via website and social media Weaknesses ● Vacant links on Facebook ● Possibly overwhelming information on website

Promotion
● How an organization communicates what they have to offer to their customers ● Application:
○ Ways St. Mary's communicates to college students

Promotion Strengths & Weaknesses
Strengths ● T-shirts for sale ● Sending flyers to other Catholic churches with possible incoming freshmen ● Tailgates ● Multiple social media outlets Weaknesses ● Lack of campus visibility ● Possible problem with brand recognition (aggie catholic bumper stickers, logo)

Physical Evidence
● The way a product, service, and everything about your company appears from the outside. ● Application
○ St. Mary's servicescape; the tangible aspects parishioners encounter.

Physical Evidence Strengths & Weaknesses
Strengths
● Facilities ● Student center first impression and study areas ● Aesthetics of virtual servicescape, The Spirit in Aggieland, and other promotional material

Weaknesses ● Parking ● Capacity issues ● Signage ● The Spirit in Aggieland lacked information on where donations are being used

People
● All people in the service environment; including service people and other customers. ● Application:
○ St. Mary's staff, students and other parishioners

People Strengths & Weaknesses
Strengths
● Youthful environment ● Family environment for involved students ● Most people heard about St. Mary's through friends or family members ● Staff were the 2nd highest rated aspect

Weaknesses ● Age gap of students and priests ● Lack of leadership development opportunities ● Lack of hospitality to visitors

Process
● The procedures, mechanisms, and flow of activities by which the service is delivered the service delivery and operating systems. ● Application:
○ The process a potential member of St. Mary's follows, from initial searches to the moment they become a member.

Process Strengths & Weaknesses
Strengths ● Delivery of the sermon ● Easily found through search engines ● Atmosphere was the most highly rated aspect of St. Mary's Weaknesses ● Frustration with parking availability ● Lack of welcoming environment to visitors in the student center

Scripting
● Begins when a student or family starts searching for a church in the area
○ Website, word of mouth, promotional activities

● Any problems the visitor may encounter that morning
○ Traffic, rude drivers, waking up late, etc.

● When a person parks at St. Mary's
○ How the attendant treats the visitor ○ How easily parking is found

Scripting cont.
● The atmosphere of the church
○ ○ ○ ○ Those who welcome the visitor Friendliness of other parishioners Facilities Staff members hospitality

● Mass Service
○ Music ○ Delivery of the sermon ○ Delivery of communion

Scripting cont.
● Activities following the sermon
○ Visitor welcome activities ○ Social events with other parishioners ○ Interaction with priests

● Leaving the church
○ Any traffic issues ○ Ease of crossing the street to parking lot ○ Events that follow in the day

Aggie Honor Code
● "An Aggie does not lie, cheat or steal, or tolerate those who do."

Sources
● http://www.northjersey. com/news/199292521_Catholics_in_Verona _discuss_thoughts__hopes_for_Pope_Fran cis_hopes_for_the_new_pope_.html