Name:Arsalan ahmed khan Registration ID:024-18-110489

Answer 1:

The extended service model is the service quality recently I had call to pizza hut last week to
order pizza for deliver to my house in peak hours 10 to 12 he said within 30 minutes but he not
deliver pizza on time when I call so he said sie your pizza is cook so I say you said deliver pizza
in 30 minutes he said just because of peak hour our delivry is late and after 45 minutes the pizza
was deliver to my house and pizza was not hot so I had a very bad exprince with pizza hut

Now we discussed according to extended service model.

Gap 1 customer expectation:

Not providing service on promised time at peak hour

Gap 2 mangement perception:

Manegment think that they are able to provide service within 20 minutes but in peak hours they
are failed to provide service within 30 minutes as per their perceptions.

Gap 3 service standared:

In pizza hut they are mention that serve to customer ordered menu with in 20 minute but when
they have peak hour that they break their commitment which promise to customer

Gap 4 service delivry:

In their advertisement they talk of quick meal in just 349 when we order this menue and they
provide a bill the bill was 437 including 15% gernal sales tax but that thing that not mention in
their advertisment talk therefore what pizza hut is promised to their customers are not providing
to them which leads to the formation of this gap

Gap 5 actual service:

I expect that pizza hut has international brand and follow the standared but I am disappointing
that in peak hors the service is poor and not deliver pizza on time that actually said in
advertisment

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Answer 2:

This above digram is of manufacturing industry printec pakages pvt ltd at karachi and this
digram shows the flow supplier to customer from supplier that is exon mobile and sabic
international Import by ship to Karachi port and then by cargo warehouse(tabyab gowdon)
through hub and spoke and then point to point to printec packages and we have also local
supplier that is ici Pakistan,clerant chemical,fav plastic,arfeen international by road to printec
pakages through point to point and have within city customer in Karachi so finished goods cargo
through logistic company from point to point to pepsi, coca cola, engro and have alos supply to
customer by cargo to hub to spoke in Rahim yar khan to oasis and cocacola and from hub to
spoke stategy by cargo from Lahore to tapal and mezan tea and we have another hub and spoke
at multan to naaz masala and coca cola by cargo.

Answer 3:
Tracking:
The purpose of tracking is to find the movement of the goods and services so that their
movement can be tracked and can be used for further action.It is the main part supply chain
management system wherein we get the idea of whether things are within the control and also
whether the target is achieved with the given period of time.
 Locating the goods and help in proper supply if there is any shortfall.
 Track the loss which can happen due to any mishappening or theft or accident.
 Timely delivery is possible when the tracking system is perfect and accurate.
Example:

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Tcs parcel is tracked by internet and customer care to check location and time

Tracing:
Tracing is related to more detail on a specific movement of the specific product or services
The purpose of tracing is to troubleshoot and escalate the problem and take necessary action for
solving it.
 Efficiency is final delivery as the information racing can help in updation
 Risk reduction Risk reduction is there in terms of lower quality components used
 Savings can be done in an efficient way as the operations become streamlined
 Revenue growth is possible as a penetrative strategy is adopted.
Example :
one time we shipped tcs box to islambad but the box is reached to Lahore so we call to tcs and
tcs trace my box.

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