Pizza Hut

Presented By:- Nidhi Chattwal(098)

Nitesh sudan(099) Neha aggarwal(101)

Jasmeet kaur(127) Mohit Sharma()

About pizza hut

• Pizza Hut is an American restaurant chain and international franchise that offers different styles of pizza along with side dishes including salad, pasta, buffalo wings, breadsticks, and garlic bread.

• Is a subsidiary of Yum! Brands, Inc., the world's largest restaurant company which also has KFC, Taco Bell, A&W and Long John Silver’s under its umbrella.

History• 1958: The legacy of Pizza Hut began, when two college-aged brothers from

Whichita, Kansas, Frank and Dan Carney opens first Pizza Hut restaurant after borrowing $600 from their mother.

• 1959: Pizza Hut is incorporated in Kansas and the first franchise unit opens in Topeka, Kansas.

• 1968: International market entered with opening of Pizza Hut restaurant in Canada.

• 1969: Red roof adopted for restaurants.• 1972: Pizza Hut, Inc. listed on New York Stock Exchange under the symbol PIZ.• 1986:Delivery service, as a new concept, is initiated• 1996: Pizza hut comes to India with a dine in restaurant Bangalore that has special

vegetarian pizzas.• 1997: Pizza hut opens a dine-in restaurant in Delhi.• 2007: Pizza hut brought out our Thick n Thin Pizza and began to re-franchise our

dine-in restaurants. • 2009: Pizza Hut offering baked fillings in the corner of the pizza

Operational Practice through (C.H.A.M.P .S.)

• C : Cleanliness• H : Hospitality• A : Accuracy• M : Maintenance• P : Product Quality• S : Speed

PIZZA HUT'S MISSION STATEMENT

We take pride in making a perfect pizza and providing courteous and helpful service on time all the time. Every customer says, "I'll be back!" We are the employer of choice offering team members opportunities For Growth, Advancement, And Rewarding Careers in a Fun, Safe Working Environment.

SERVICES MARKETING TRIANGLECompany

Internal marketing external marketing

employee interactive marketing customer

INTERNAL MARKETING•Young and enthusiastic team•Vision•Benefits for better performanceEXTERNAL MARKETING•Home delivery specialist•Bring out the 'WOW 'effect•Serve its customers on time•Every order is hand-madeINTERACTIVEMARKETING•Promises their customers safe n friendly service•Free Home delivery

Supply chain diagram of Pizza Hut:

SERVICE DESIGN•Research & Development: As we told that Pizza Hut is a brand under Yum therefore any research on making of new types of pizza, pasta, ice creams and drinks is a core responsibility of Yum itself. However it encourages its employees also to come up with new recipes and reward them for the same. Pizza Hut was the first one to come up with thin crust pizza and corner filled with topping. This differentiates it from other pizza making restaurants.

•Standardization: For the purpose of Standardization they follow below mentioned steps

TRAINING- Every new employee undertakes the training of 5 days which includes 3 Days Kitchen Handling and 2 days Customer Dealing. This training is not provided at pizza hut outlet but rather at a cities head office.SCRIPTS: They have provided their employees with particular scripts that has to be spoken when similar situation arises

Eg. When the customer enters employee have to say “Hi Mam /Sir. How are you? Welcome to Pizza Hut. You require table for 2/4/6.”When pizza is ordered they say “Pizza will take 15-20 minutes. Drinks will be served now (if ordered). Could I take the menu”

DOUGH: The different sizes of pizza are having different dough weight so as to keep all pizza bases at a same level.

SWOT ANALYSIS

strength•Good Quality Food(Hygiene)•Brand Name•Food worth its Price•Good ServiceWeaknesses•Que during Peak Hour•They advertise very less•Fewer Outlets

Opportunities• Low Calorie Pizzas in their menu•Faster delivery•The company can come up with innovative Pizzas, new flavors and recipesThreats• Competitors like Dominos•The rising prices of special ingredients like cheese, used in pizzas

FISH BONE•Fish bone is a cause and effect diagram to identify potential cause of problems. Pizza hut always try to have customer satisfaction on priority and if there customer are not satisfied, what are the main cause of unsatisfaction. These causes can be well explained by the fish bone diagram.

•FISH BONE DIAGRAM OF PIZZA HUT UNSATISFIED CUSTOMER

SERVICE BLUEPRINTING OF PIZZA HUT

7 p’sPRODUCTWorldwide and in India, Pizza Hut has come to become synonymous with the ‘best pizzas under one roof’. This is because at Pizza Hut the belief is that every pizza has its own magic, thus making it a destination product – which everyone seeks. A critical factor in Pizza Hut’s success has been its unique dining experience.Pizza hut product line can be divided into:Sides: pasta and rollsPizza’sAppetizers & BeverageDessert

PRICE

• Pizza Hut has successfully used the high/low pricing strategy when setting the retail price of its products.

• Pan Pizzas start at just Rs 65, which is probably among the lowest in the world.

Place

• The ambience is vibrant and casual which appeals to young people.

• The seats, couches are comfortable to sit. • Nice music is being played in the background. • Last but not the least-THE BELL the pizza hut

tradition to say thank you when you ring the bell.

PROMOTION

The objectives of promotion are to introduce a new product, stimulate demand, change the short-term behavior of the customers, and encourage repeat or greater usage by current customers

•Advertising•Bell rang by customer when they leave•coupon to purchase•Balloon adverting•Premium and gifts•Sampling•Contests

people

SERVICE PROCESS

Physical Evidence

Ample parking facility Glass window Uniform- Black and red combination Cleanliness Design menu

SERVICESCAPE

It includes:•PHYSICAL PRODUCT•SERVICE PRODUCT•SERVICE ENVIRONMENT

DISTRIBUTION

The type of distribution channel used by Pizza Hut is the direct channel. Pizza Hut uses three different methods of selling its products directly to the market:

•Delivery•customers to dine-in•online ordering

CUSTOMER LOYALTYPROGRAMS

• Pizza Hut first time in its history’ introduced a customer satisfaction hotline.

• Managers with weekly feedback from their customers’ pizza hut hoped the feedback would strengthen operations within the control of each restaurant manager.

• They offer variety of local dishes according to demand and liking of customers for loyalty purpose.

GAP MODELA Gap Model defines the various gaps or wrong understanding or lack of sufficient knowledge within the Company. Due to these Gaps the company may face huge loses and thus low market share.

In Pizza Hut, the objective of the management is to demolish all the gaps on the surface of the company.

In order to deal with the Gaps of Pizza Hut, we conclude on two major Gaps on hand.

GAP 1: The gap between customer expectations and Management perception of customer’s expectations.

This gap arises whenever they have peak hours, that is, during day & night and at weekends. At this time the waiting time for the food to come is quite big. Generally a single pizza took 7 minutes to get prepared but at peak hours the service provider took 3 times more than the usual time. Hence this is the case of what time customer expected for his meal to be ready and what the management thought of time to prepare the meal.

GAP 4: The gap between Service delivery and external communication to customers.This gap arises when the services are not provided as promised. That is, for example, in their advertisement they talk of Pizza in just Rs.199 but the actual cost of that pizza is more than 199 after including VAT and other taxes. Therefore, what Pizza Hut is promised to their customers are not providing to them which leads to the formation of this Gap.