Presented To:

Mis.Arzoo

Presented by

Ali Imran Mian Ali Ahsan

Saqib Yousaf

Mian ALI Ahsan

History

Pizza Hut was founded in June

1958.

Dan and Frank Carney in their hometown of

Wichita

11,000 pizza restaurants and

delivery outlets in 90 countries worldwide

196000 Employees

Pizza Hut's Vision

“Pizza Hut's vision is to be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service,

cleanliness and value, so that they make every customer in every restaurant smile. To achieve their vision, they are focused on three worldwide

strategies”

Pizza Hut's Mission

“Pizza Hut serves millions of pizzas

everyday to millions of customers worldwide. But our plans are like

our pizzas - BIG!”

Transformation of services & Goods

Pizza Hut:

Online ordering

SMS order

Call order

Pizza hut app

Challenges of Service DesignWebsite service design problems:

Calls-to-Action

They’ve Got an IPhone App

Ordering is Easy

Challenges of Service DesignThe Bad

Where’s the Video??: Social Media is BuriedWhere’s the Lead CaptureMost Pages are InvisibleWhere are the Happy Faces?: No BlogNo Social Proofs: 

New service Development Good customer service and makes excellent customer 

service as a strategy for a competitive edge.

It measures customer satisfaction through questionnaires, 

focus groups.

Making its customers involved in the design of new 

products and services.

Pizza Hut based its services on the needs of both the 

internal and external customers.

Types of new services:

Pizza Hut follows the strategy of

selling standardized products with modifications.

Pizza Hut experiments with

new products frequently, with less successful

ones being discontinued

Saqib Yousaf

Service RedesignPizza Hut believes that its most valuable asset is its employees:

The company invest resources for research on customers’ needs and analyzing customers:

Feedback about what people think about pizzas.

What do they like or dislike about pizzas.

What do they want from pizzas.

Stages in Service Development

The feedbacks and research are the

basis of the company for innovation and

development of New products.

Customers’ complaints.

Feedback forms are provided at each table in Pizza Hut

restaurants.

Stages in Service Development

Pizza Hut continuously reviews their products so its menu change from time to time .

The restaurant is also known for its innovation, differentiation and product creativity

Service Blueprinting

A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of

view.Service Blueprint Components:

CUSTOMER ACTIONS “ONSTAGE” CONTACT EMPLOYEE ACTIONS “BACKSTAGE” CONTACT EMPLOYEE ACTIONS SUPPORT PROCESSES

Muhammad Imran

Service Blueprint pizza Hut

PHYSICALEVIDENCE

Shopping mallParkingExteriorRestaurant

UniformWaiting area

Seatingarrangement

FoodSaucespices

MenuBill -desk

BellPlatesGlasswareCutlery NapkinPansFloor

Wash room

Air-conditionedMusicPostersWall hanging

Bill

CUSTOMERACTIONS Arrive at

Pizza Hut

SUPPORT PROCESSES

Registration system

Prepare food

Registration system

BACK STAGECONTACT PERSON

Check-inProcess food order

ON STAGE CONTACT PERSON

Greet Take food order(Commitment to serve food after 15- 20min)

Delivery food(serve food after 25- 30min)

Check-out

Inquire aboutCarry-out or Dine-in

Ring Thebell(S)Leave

ProcessBill paid

Select Dine-in optionSit down-table

Receive menu &Wait for attendant(2 min)

Line of interaction

Line of internal interaction

Line of Visibility

Serve food

Eat

ReceivfoodGive

theorder

wait

Delivery tray& food appearance wait

Ask for more Order(no)

Ask for bill

Return The extra Money Give the tip

showed the way for the table

ReceiveBill(after 10min)

Fail Points (S)-If Satisfied

(S)(S)

(S)

PHYSICAL EVIDENCE

Ample Parking facility

Glass window

Uniform-RED & BLACK Combination

Hair style-spikes

Design menu

Cleanliness-plates, cutlery, pans, floor, dustbins, premises

Customer actions

Seating arrangement Dine-in option Own choice

Give order Face-to-face conversation Select from Choices

Consume food• Eat(Satisfied -Quality)

Receipt of Bill Accurate bill Give tips Ring the Bell(Satisfied)

Onstage contact employee actions Greet (polite) Inquire about Dine-in or Carry-out (friendly) Showed the way for table (courteous) Took the food order (soft spoken ) Deliver food (did 10 min late ) Ask for any more order Bill paid process

Check-in by receptionist

Food order process no window of error (served strictly as per the order placed)

Check-out by receptionist

Backstage contact employee actions

Support processes

Registration process

Prepare food

Reading and using Blueprint Service

Online ordering

SMS order

Call order

Pizza hut app

Bill payment

Bill payment process

Credit card

Electronic money

Quality Function

Development

Determine the desirable technical attributes.Desirable technical attributes, our performance and the competitor's performance are determined and

compared.

Evaluate competing products.How well do competing products meet customer wants? (entirely made on research)

Develop importance ratings.Using the customer's importance ratings and weighs for the relationships in matrix, compute our

importance ratings.

Identify relationships between firm's hows.How do our hows tie together? What is the relationship between our two or more hows?

Identify how product will satisfy customer.Identify specific product characteristics, features or attributes and show how they will satisfy customer

wants.

Identify Customer wants.What do prospective customers want in this product?