Service Blueprint of Pizza Hut

Presented By:

Biswojit Prasad Swain

Store Details:Forum Mart, Big Bazaar, Kharval Nagar, Unit Street,Bhuvaneswar

• Dine-in • Delivery• Carry out• Kid's Birthday Party

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

Describe the “atmosphere” (layout, colors, sounds, smells, etc.) of your audit organization (AO). How crowded is the business?

How does the atmosphere make you feel?

HYGIENE-The restaurant have clean plates, cutlery, pans, floor, dustbins, premises are kept clean.

SERVICE HOSPITALITY- The people at the restaurant make sure that the customers are comfortable and

are having a great time. They are polite, courteous, friendly, and soft spoken.

LAYOUT-Pizza Hut appealing ambience . • interiors are well designed and maintained, with wash rooms and a waiting area .• restaurant is very crowded. • posters, wall hanging, the color combinations used are quite attracting and

appealing.

PRICING-• The pricing suits most middle class customers with a lot of discounts and

offers changing from time to time. • The menu is also designed keeping in mind the values and taste of the

Indian consumers and it offers a lot of Indian specialty toppings It

Describe the customers. How are they dressed, and how do they act? Are they alone or with others?

• All age groups• Casual Dresses• Alone & also with familyAbout customer contact personnel• Uniform-Black & Red Combination• Hair Styles-Spikes• Behavior-Polite , courteous, Friendly

Impressions on store’s “culture”

- Fun, Friendly and Familiarity- (Cleanliness, Hospitality, Accuracy,

Maintenance, Product quality and Speed)

STARTERS

SALADS

PIZZA

PASTA

BEVERAGES

DESSERTS