Marketing of Services-Presentation

Parameters Used in Analysis & PresentationsService Parameters:ApproachabilityParking SpaceAmbienceEntertainmentAverage Service TimeFood QualityTasteVariety/AvailabilityHygienePriceQuantityCustomer Complaint HandlingForced ConsumptionService FailurePublicizing or Promoting CustomersPeople management culture

KFC DwarkaApproachabilityNot ClearThe staircase to reach is in middle of the ground floor shops, sometimes confusing to find way to reach KFC.No Lift provided, so a Genre of Dwarka population who cant climb staircase will avoid this outlet.

ParkingVery CongestedIn evening time and weekends, parking is very difficultSingle opening to enter in the service lane from main road and due to single lane cars stuck in between.

KFC DwarkaAmbienceColourful3 types of seatingComfortable seating for group of 9 as well

EntertainmentEnglish music is being played but it gets crushed in the noise because its mostly mad rush in KFC here.

Average Service TimeMany students crash in here with groups which makes orders to be delayed by 30 minutes to 1 hour (during weekend)

KFC DwarkaFood VarietyBoth Veg and Non-Veg options available.Usually Chicken lovers come there as Veg variety is not popular.

Food AvailabilityAll the options are available.To serve single, 2 person or 8 person, all the items in food menu are available.

TasteThe taste of juicy tender chicken is awesome and its their USP of KFC is which makes customers come there again.

KFC DwarkaFood PricePrices are high for a lower middle class but Dwarka is devoid of those.Fairly priced

Food QuantityFood quantity is available as per.To serve single, 2 person or 8 person.Adequate quantity

HygieneAll the precautions are carried out in preparing the food.Floor area is also clean and spotless.

KFCCustomer ComplaintsCustomers can put their suggestions in the box near order area.Customers usually comp

Forced ConsumptionNot relevant as all the things mentioned in menu are available. Service FailuresDelivery of wrong orderToo much delay in executing orderIn 2000, The regulatory authorities found that KFC's chickens did not adhere to the Prevention of Food Adulteration Act, 1954. Chickens contained 3X more MSG.

KFC DwarkaPromotionsBanners new main crossings on roads coming to KFCKFC has launched a new TVC to unveil its global tagline, So Good in India. The new campaign invites consumers to take Time Out from their lives and visit KFC for a 'So Good' experience.Enhancing Localization of product by introducing more of Indian flavours like Chana Patty in Veg.Promotion by discount coupons on Groupon and Snap deal.

KFC DwarkaEmployee OrientationExceptional QualityWhen customers come through your doors, they expect quality in every aspect of the restaurant. Guests are looking for a value in the things they see, taste and touch, and so providing them with exceptional quality will certainly leave a good taste in their mouths.

Food Quality Be sure to follow proper first-in, first-out (FIFO) rotation with all food products. Properly label and date all food products. Never serve food that has expired. Prepare products safely, avoiding cross-contamination with dangerous bacteria or cross-contact with allergens. Wash hands before and after handling food products. Prepare and serve foods at proper, safe temperatures.

KFC DwarkaEmployee OrientationCaring for Upset CustomerGentle and polite explanations and perhaps a comped appetizer or drink can assuage most guests and create a great impression of service. Taking ReservationsRestaurants make it a goal to fill as many seats as possible every shift, while still maintaining high standards of food and service. Even if all food service personnel do their best to please the customers that come through their doors, not every customer will find satisfaction with the service offered. Why Customers ComplainOccasionally, customers will find something that offends their taste and bring it up with the server or manager. This is typically due to one of the following:Slow serviceRude serversInattentive servers

KFC DwarkaEmployee OrientationCaring for Upset CustomerGentle and polite explanations and perhaps a comped appetizer or drink can assuage most guests and create a great impression of service. Taking ReservationsRestaurants make it a goal to fill as many seats as possible every shift, while still maintaining high standards of food and service. Even if all food service personnel do their best to please the customers that come through their doors, not every customer will find satisfaction with the service offered. Why Customers ComplainOccasionally, customers will find something that offends their taste and bring it up with the server or manager. This is typically due to one of the following:Slow serviceRude serversInattentive servers

Sagar Ratna Dwarka

ApproachabilityNot ClearThe staircase to reach is in middle of the ground floor shops, sometimes confusing to find way to reach Sagar Ratna.Good part is that Lift provided, old people who cant climb stairs find it comfortable.

ParkingVery CongestedIn evening time and weekends, parking is very difficult

KFC DwarkaAmbienceBig spaceComfortable seating for group of 9 or more as well

EntertainmentClassical South Indian or old bollywood songs in piano tone.

Average Service Time30 40 minsDespite not much crowd is there the service is not efficient

Sagar RatnaFood VarietyOnly Veg options available.South Indian, North Indian and Chinese food options are available.Food AvailabilityNot all the options are available.Some food items are time based.When I ordered Mysore masala dosa was not available because the masala was finished.TasteTypical South Indian taste is not there. Preparation and taste has undergone a blunderous change.

Sagar RatnaFood PricePrices are high for the quality of food and services provided.

Food QuantityThe size of the Smbhar and Chutney utensil is reduced drastically.

HygieneThe water served is not adequate in hygiene. Bad taste of water..Restrooms are OOPS.Floor area is kept clean though.

Sagar RatnaCustomer ComplaintsCustomers can put their suggestions in the box near order area.Customers usually comp

Forced ConsumptionYes, if you order a particular cold drink they say they dont have that one and you are not left with any other choice to drink whatever they have.

Service FailuresDelivery of wrong orderToo much delay in executing orderSmbhar was not with rotten vegetable.Dosa dough was over fermented.

Sagar RatnaPromotionsAdvertisement in local news paper in form of pamphlets. No discount coupons.

Employee OrientationNo formal training.Just general behavioral training.

Caring for Upset CustomerIn case of any upset customers, the manager is called ASAP to handle the situation. Employees looked ill trained to handle any tough situation.Manager argued about the authenticity of their process even when it was complained that dough was over fermented.

Cafe coffee day

HYGIENE & FOOD HANDLING

Employees use tongs or wear gloves to handle food itemsCutting Boards and knives to be washed and wiped dry every hour.They always have to use clean and dry plates and bowls, cutlery while serving food.Clean the refrigerators before opening, and while closing.Cannot use chipped plates, cups.Cant open the mineral water bottle, tomato sauce sachets, before and also at the time of service The racks (where crockery are kept) should always be clean.Pantry area should be clean and dry all the time.

Food Usage

Use first in rust out method.Order on a day-to-day basis.No food should be kept beyond the shelf life.The display has to be clean all the time.Only the fresh food received has to be used for display.Stack foods neatly on display plates.All the food, which is supposed to be microwave, has to have a paper underneath and then transferred to a new plate.All items stored at room temperature to be covered at all times either by a toed cover or wrapped in cling film.All the cakes will be cut when they are received in the morning by the cafes.A clean knife dipped in hot water and then wiped to be used to cut the cake. Rinse the knife after each cut with hot water.

Food usageThe appropriate cutlery and accompaniments have to be provided along with the food.The food should not be heated along with the cling wrap.The food has to be taken care of while packing up the food for parcel order.Thumb rule to be followed while storing food in the coolers. (Display as well as back up ones) (All the pastries on the top shelf the vegetarian Savories on the center and the non-vegetarian Savories on the bottom shelf.)Reject food items which appear damaged while receiving food.Date/Color code stickers should be placed on all food.

WELCOME THE CUSTOMERAcknowledge customers presence at the caf. A smile goes a long way. Open the door to receive a customer & greet him courteously with a smileMeeting greeting & seating the customer in a warm & friendly manner sets the ball rolling for the service that follows .It will reflect in voiceCheck whether the customer wants a takeaway or will be seated at the cafTake his preference if possible & direct him to available vacant tables. Request the customers to be seated & introduce self.

TAKE THE ORDER & PRESENT THE BILLA confident demeanor & good menu knowledge will help you to assist the customer to his satisfactionHand over the menu to the customer & if not ready return to take the order in a few minutesHelp the customer choose the right coffee or food by explaining in detail the attributes of the product. It is important that you recommend special product & add ons & combos of food & beverages to the customers. Suggestive selling will help you offer customers a better choice of their products.When the customer is ready to give the order , use handheld terminal. Choose SELL amongst user functions. Enter the table number & the number of people. Take the order.Check if the customer is the caf citizen ,if not, enroll the customer in the caf citizen programInform customers at what time they should expect order to be served. For eg. order will be served in 10 minutes. SirPrint the order confirmation cum bill & place it in the folder on the table.

VERBAL FEEDBACK & REPEAT ORDER

A feedback on existing service would help you improve performance in future .Also, the customer will feel more valued & important.Keep an eye on the tables in allocated sectionCheck with the customer if they would like some more coffee , snacks or dessertsInteract with as many as customers as possible & get their feedback on the service & product. For eg. Hope you liked the coffee Sir! I hope you found the service friendly & prompt. Is there any way we can improve our quality of coffee, food or service

SALVER SERVICEServe the customer at the promised time & know the products that you are about to serve .Pride in products will enhance the customers confidence in their brand.Arranged the readied products on a salverServe the food first & serve the cold coffee , hot coffee or other beverages later. However check the customers preference. For eg. Can I serve the food items first, Sir or would you like everything to be served together?In case of no specific customer preference serve food first followed by coffee/ beveragesAnnounce the name of the product while you serve the productRemember who ordered which coffee / food in case of a group & serve the items accordingly If there are four people gathered at a table, then bring the coffee two at a time. Else, if you wait to bring all four together, the first two will not retain their temperatures.In case there are any delays after announcing the time of service, please keep the customer informed of delay.

CLEARANCE

Prompt clearance of the tables ensures that customers find the caf seating area clean, hygienic & presentable when they are seated at the tablesClearance was very promptClear empty plates, cups & soiled napkins from the table using a salver

They Used a spray gun to dampen the table with a cleaning agent prior to wiping the table.

BILL SETTLEMENT & CUSTOMER FEEDBACK

MAKE THE POST SERVICE WAITING PERIOD EASY & FAST FOR THE CUSTOMERWhen the customer is ready to leave check the amount of the bill from handheld & tell him the overall amount payableOnce the customer places the cash, remove the bill folder from the table & clear the transaction promptlyRequest the customer to fill up the comment card. I would be delighted if you could kindly fill up our customer comment/ feedback form while I return with the change, Sir!Present exact change to the customer & collect the comment card. change, Sir!In case of any negative comment , tackle the situation before the customer leaves the caf .Acknowledge good comments too.

GUIDELINES FOR PERSONAL GROOMING AND HYGIENEClean uniforms have to be worn everyday.Store dirty uniforms and linen away from food items and clean linens.All male employees should come well-shaved, short haircut, trimmed moustache, and clean and short nails. No full beards or French beards are allowed except for religious reasons.Wear a light deodorant to mask perspiration odour.A hair net should be in place for ladies with long hair.The cap is a protective hair gear. Please ensure that hair is well concealed within the cap.

Continue.All employees should regularly wash their hands with anti-bacterial soap before beginning duty and after taking breaks.Spitting, smoking, chewing gum, betel leaf or supari is not allowed within the caf premises.If smoking outside the caf premises, use a breath freshener and wash hands after smoking.Those with infected wounds, cuts, open sores, boils, intestinal illness, any infection, bruises, coughs or colds should not prepare or handle food

Khushiyon ki Home Delivery

Founded in 1960 by Tom Monaghan.In 1998, after 38 years of ownership, Tom sold 93 percent of the company to Bain Capital for $ 1 BnSecond-largest Pizza chain in the United States.About 8,500 corporate and franchised stores in 55 countries.Domino's Pizza outlet in India opened in 1996.Close to 274 outlets in 55 cities of India.70 percent of its revenue comes from home delivery service & around 30 percent is over-the-counter sales.History

Vision Dominos Pizza vision is to be exceptional people on a mission to be the best pizza delivery company in the world.

ObjectivesIntroduce value add meal concept Have a toll free number to call on deliveries

GOAL Customer for lifeIncrease number of customerService Parameters

AgeUnder 13years, 13 to 21 years21 to 35 years, 35 to 50 years, 50+ years.

Family Incomelower middle class, middle class, upper middle class, high classCustomers

Self service system.Keep in mind the health and hygiene.Dominos Pizza India also boasts about its commitment to serve its customers on time by implementing the 30 MINUTES OR FREE service commitment.Domino's constantly strives to develop products that suit the tastes of its customers,Domino's believes strongly in the strategy of 'Think local and act regional'.Dominos Heat wave Bag: Dominos Heat wave hot bag was introduced in the year 1998. The Hot bags contain a heating mechanism that is warmed by using electromagnetic energy. This technology keeps the pizza oven-hot during the delivery.Process

Recruiting young, enthusiastic and dedicated employees.Appropriately trained for delivering the service.Personality development and grooming sessions.Provide them with various facilities such as medical help, consultation, traveling facilities, perks and bonusesTeam members are recognized and rewarded based on ability and merit for their contributionsPeople

General perception prevails that pizza prices are expensive and cannot be afforded by many, but Dominos pizza prices will make you think twice about that statement. Dominos also provide lots of offers and deals that give your much discounted pizza prices.First off, customers can get Pizza mania pizzas for prices as low as Rs. 39/- which no other pizza chain offers in the country. The regular size Simply Veg pizzas start from Rs. 60/- onwards and they have pizzas up to around Rs. 400/- Dominos caters to all price ranges so that customers can always find a pizza price that fits their pocket.Price

Pizza Order and DeliveryCustomers can order their pizzas by calling a single countrywide Happiness Hotline 1800-111-123. Delivering in 30 minutes

Customer AttractionsGIFT CouponsCorporate discount

AdvertisingTV AdvertisementsNewspaper Advertisements

It uses Tag Lines Hungry Kya?,Khushiyon ki Home DeliveryPromotion

SWOT

Supply Chain Diagram

Flower Of Services

Service Marketing TriangleInternal MarketingCompanyEmployeeInteractive MarketingExternal MarketingCustomer

INTERNAL MARKETINGYoung and enthusiastic team.Dominos vision.Bonus scheme incorporating profit.Whats up Dominos sessionService Marketing Triangle .. Contd..EXTERNAL MARKETINGHome delivery specialist.Dominos bring out the 'WOW' effect.Dominos serve its customers on time.Every order is hand-made.INTERACTIVE MARKETINGDominos promises their customers safe & friendly service with free home delivery.Dominos heat wave.Dominos Pizza strives to be the best pizza delivery company in the world.Delivers more than just hot pizzas.