Description
This presentation highlights a complete marketing and service plan for a hypothetical restaurant and analyses various factors for it.
Assignments On Restaurant services (SRM)
Submitted to: - Priyanka Madam Submitted by: - Mokani Nilesh d. (55)
PRODUCT:
? The product lies as a heart of the firm’s strategy. ? The service product consist of a core product that responses to the customer primary need and the supplementary service element that help customer to use core product effectively to the customer. ? The core product of Crown royal restaurants is to satisfied customers hungriness with better and efficiently. ? Supplementary product of Crown royal restaurants is to provided; ? Comfortable seat ? Music facilities ? TV facilities ? A.C facilities ? Hygiene food ? Variety of choices of food ? Family dinner/ launch facility ? Reservation seat facility
1. Product : The product is the main in the hygienic food which has satisfied the need and want of the customer, the price of the food comfortable to the every customer. The hygienic food and better services creates a good image in the mind of the customer as compare to the competitive advantage. The core and supplementary of the product are effectively as well as adding value through welcome enhancement. 2. Place and Time
The place of the restaurant is nearly to the VANIYAVAD CURCLE, NADIAD. That place is very effective and better to my business because that place has to very close to the middle of the city and very richness areas. 3. Price : Price is the most important prospective in the restaurant. The price are a basis of the including the cost of the product and also it to surplus the profit. Price is always remaining same for all type of customers. A customer has to pay more for their additional demand of services. 4. Promotion Without the effective communication products or service awareness cannot get it. This the communication play roll in to providing the information to customer and to give them advice through that, persuading target customer for a specific brand and service and take to a action to that customer much communicate are needed and the newer customer who are not aware about that. The way delivers to the promotion program through website, display screen, advertisements, yellow pages AD. 5. Process Manager know to that were service are concerned, how firm doing, what is the important in the restaurant work and so that as per this to adjust the process. If the product are no different as in the competitor and so that to design effective and implementing in the existing design of the restaurant and also there food to attract to the customers. 6. Physical Environment In this the restaurant physical environment is including to the building, landscaping, vehicle, interior furnishing equipment, staff member uniform, sign, printed material, and other are the tangible evidence of the restaurant and these all are to attract customer in the restaurant to visit it.
7. People In the restaurant people play important roll people having the good communication skill and personality and also serving skill. The waiter having the good nature to communicate politely to their customer and give a good response to them. 8. Productivity and quality These two are essential in the restaurant and these are the two side of the same coin. The productivity are to the basis of the improving the production capacity and reducing the cost while the quality are to the main basis of the customer prospective as they need of the best quality of the food are to the basis of to the customer satisfaction and loyalty. If the customer is not willing to able for the extra pay for the quality and at that time the restaurant will lose of money and customers also.
Four categories of services
? In Crown royal restaurants service is under the categories of people processing. ? Customer must:? Physically enter the service factory. ? Co-operate actively with service operation ? Everyone should think about process and output from customer perspective. ? In Crown royal restaurants customer identify benefit of services.
RISK ACCOCITED WITH CROWN ROYAL RESTAURANTS SERVICE
1. FUNCTIONAL RISK: ? Unsatisfactory performance outcomes. ? The risk which involved like they mention the facilities of T.V and A.C but in real the not provided the T.V and A.C facilities it is functional risk. ? Manager tries to providing the facilities which are working.
2. FINANCIAL RISK: ? Some decorative items or glasses in the restaurants are broke by waiter. ? The financial risk involved with after providing training to the waiter, they go out after some time.
3. TEMPORAL RISK: ? Waiting customers. ? They have not provided food on time. ? To reducing the problem the manager makes the effective management.
4. PHYSICAL RISK: ? Personal injury ? The risk involved like any accident occurs. ? To reducing the risk manager should have to provide training to the waiter.
5. PSYCHOLOGICAL RISK: ? If they serves as a good manner to the customers ? If they behave in wrong manner with customer.
6. SOCIAL RISK: ? How other may think and react. ? The risk which associated that the place where we are going should the customer choose to go a place is a good decision for them or not. ? For reducing the risk manager should provide customized services.
7. SERSORY RISK: ? Unwanted impact on any or five senses. ? The 5 senses should be satisfied is the main aim of Crown royal restaurants. They get all service properly or not are a major risk whether they satisfied or not. ? Manager should provide all service properly thus reducing the risk.
CREDENCE ATTRIBUTS
? The product characteristic that customer find impossible confidently even after purchase and consumption are as credence attributes. ? It is not easy for a customer to determine the service, T.V and A.C facilities, comforted seat provided by Crown royal restaurants is satisfied to them or not so it’s also difficult to Crown royal restaurants to evaluated there customer are satisfied by them or not.
Designing a core and supplementary product of CROWN ROYAL RESTAURANTS
CORE PRODUCT: The core product of Crown royal restaurants is Food that satisfies hungriness of the people or customers. SUPPLEMENTRY PRODUCT: ? Parking facilities ? Advance booking ? Less waiting time ? Comfortable seat should provided ? pickup ? delivery ? destination ? On special day or occasion decoration and other facility.
Flow chart
Arrive by vehicles
Order taken
Serving food as per order
Payment
Went out
Benefit received Core product Invisible action Visible action
Making food as per order
DOCUMENTATION
o Must address sequence in which customer will be use each core and supplementary service in Crown royal Restaurants o Appropriate length of time requires for each stage which customer except a least time which are as follow: ? Booking – 5 min ? Checking – 3 min ? Order giving – 10 min ? Taking dinner/launch – 30 to 40 min ? Payment – 5 min.
o Information regarding service should be properly so that they can easily understand especially towards their needs, demand or order what they want from Crown royal restaurants which they are ready to provided at a time.
1 2 3 5 4 6 7
1 2 3 4 5 6 7
Reservation Parking Checking Waiting room or gaming facility used Serving people as per there requirements/ provide food Make payment Check out
Role play and script
First negotiation between customer and manager of Crown royal restaurants. Customer: what are verities of food available? Manager: Crown royal restaurants should provide the entire food best quality with reasonable price. Customer: give the order as own choice or their family choice. Manager: has provide food as per there requirements Customer: thank you. Manager: ask to customers for their any another order. Customer: they have to give another order to manager. Manager: has provide again there order as per requirements. Customer: has to pay for their receiving services/benefits. Manager receives the money and transaction complete.
FLOWER OF SERVICE
1. Information:
? Customer often requires information about how to obtain and use a product or services. ? Customer must requirement:? Direction of service venue ? Schedule /service hour ? Price ? Condition of sale ? Available product
2. Order taking:
? In Crown royal restaurants should be fast and accurate so the customer do not waste time ? The process should be fast and smooth.
3. Billing:
? The billing system should be clear, accurate and intelligible. ? They should not have to wait. ? Bill should be clear, informative, and itemized.
4. Payment:
? To give facilities to the customer pay to waiter. ? Customer also pay their payment through credit card/debit card/gold card/ cash 5.
Consultation:
customer’s needs and solution.
? Value can added to services by offering advice and consultation to each ? So the customer has to make customized things which would be provided by Crown royal restaurants.
6. Hospitality :
? Customer who invest time and effort in visiting a Crown royal restaurants. ? So provided the facilities to the customer are as follow:? Greeting ? Waiting facilities and amenities ? Security ? Music ? Gaming facility
7.
Safety keeping:
that they bring with them to Crown royal restaurants.
? Customers prefer not to worry about looking after the personal possession
8. Exception:
? Customer appreciates some flexibility when they make special request and except responsibility when things go according to plan. ? Customer expectation like as follow:? Re-fund ? Problem solving ? Special request in advance ? Extra services ? However, the problem of customer problem solving all demand of customer should be full field by Crown royal restaurants.
doc_125391515.docx
This presentation highlights a complete marketing and service plan for a hypothetical restaurant and analyses various factors for it.
Assignments On Restaurant services (SRM)
Submitted to: - Priyanka Madam Submitted by: - Mokani Nilesh d. (55)
PRODUCT:
? The product lies as a heart of the firm’s strategy. ? The service product consist of a core product that responses to the customer primary need and the supplementary service element that help customer to use core product effectively to the customer. ? The core product of Crown royal restaurants is to satisfied customers hungriness with better and efficiently. ? Supplementary product of Crown royal restaurants is to provided; ? Comfortable seat ? Music facilities ? TV facilities ? A.C facilities ? Hygiene food ? Variety of choices of food ? Family dinner/ launch facility ? Reservation seat facility
1. Product : The product is the main in the hygienic food which has satisfied the need and want of the customer, the price of the food comfortable to the every customer. The hygienic food and better services creates a good image in the mind of the customer as compare to the competitive advantage. The core and supplementary of the product are effectively as well as adding value through welcome enhancement. 2. Place and Time
The place of the restaurant is nearly to the VANIYAVAD CURCLE, NADIAD. That place is very effective and better to my business because that place has to very close to the middle of the city and very richness areas. 3. Price : Price is the most important prospective in the restaurant. The price are a basis of the including the cost of the product and also it to surplus the profit. Price is always remaining same for all type of customers. A customer has to pay more for their additional demand of services. 4. Promotion Without the effective communication products or service awareness cannot get it. This the communication play roll in to providing the information to customer and to give them advice through that, persuading target customer for a specific brand and service and take to a action to that customer much communicate are needed and the newer customer who are not aware about that. The way delivers to the promotion program through website, display screen, advertisements, yellow pages AD. 5. Process Manager know to that were service are concerned, how firm doing, what is the important in the restaurant work and so that as per this to adjust the process. If the product are no different as in the competitor and so that to design effective and implementing in the existing design of the restaurant and also there food to attract to the customers. 6. Physical Environment In this the restaurant physical environment is including to the building, landscaping, vehicle, interior furnishing equipment, staff member uniform, sign, printed material, and other are the tangible evidence of the restaurant and these all are to attract customer in the restaurant to visit it.
7. People In the restaurant people play important roll people having the good communication skill and personality and also serving skill. The waiter having the good nature to communicate politely to their customer and give a good response to them. 8. Productivity and quality These two are essential in the restaurant and these are the two side of the same coin. The productivity are to the basis of the improving the production capacity and reducing the cost while the quality are to the main basis of the customer prospective as they need of the best quality of the food are to the basis of to the customer satisfaction and loyalty. If the customer is not willing to able for the extra pay for the quality and at that time the restaurant will lose of money and customers also.
Four categories of services
? In Crown royal restaurants service is under the categories of people processing. ? Customer must:? Physically enter the service factory. ? Co-operate actively with service operation ? Everyone should think about process and output from customer perspective. ? In Crown royal restaurants customer identify benefit of services.
RISK ACCOCITED WITH CROWN ROYAL RESTAURANTS SERVICE
1. FUNCTIONAL RISK: ? Unsatisfactory performance outcomes. ? The risk which involved like they mention the facilities of T.V and A.C but in real the not provided the T.V and A.C facilities it is functional risk. ? Manager tries to providing the facilities which are working.
2. FINANCIAL RISK: ? Some decorative items or glasses in the restaurants are broke by waiter. ? The financial risk involved with after providing training to the waiter, they go out after some time.
3. TEMPORAL RISK: ? Waiting customers. ? They have not provided food on time. ? To reducing the problem the manager makes the effective management.
4. PHYSICAL RISK: ? Personal injury ? The risk involved like any accident occurs. ? To reducing the risk manager should have to provide training to the waiter.
5. PSYCHOLOGICAL RISK: ? If they serves as a good manner to the customers ? If they behave in wrong manner with customer.
6. SOCIAL RISK: ? How other may think and react. ? The risk which associated that the place where we are going should the customer choose to go a place is a good decision for them or not. ? For reducing the risk manager should provide customized services.
7. SERSORY RISK: ? Unwanted impact on any or five senses. ? The 5 senses should be satisfied is the main aim of Crown royal restaurants. They get all service properly or not are a major risk whether they satisfied or not. ? Manager should provide all service properly thus reducing the risk.
CREDENCE ATTRIBUTS
? The product characteristic that customer find impossible confidently even after purchase and consumption are as credence attributes. ? It is not easy for a customer to determine the service, T.V and A.C facilities, comforted seat provided by Crown royal restaurants is satisfied to them or not so it’s also difficult to Crown royal restaurants to evaluated there customer are satisfied by them or not.
Designing a core and supplementary product of CROWN ROYAL RESTAURANTS
CORE PRODUCT: The core product of Crown royal restaurants is Food that satisfies hungriness of the people or customers. SUPPLEMENTRY PRODUCT: ? Parking facilities ? Advance booking ? Less waiting time ? Comfortable seat should provided ? pickup ? delivery ? destination ? On special day or occasion decoration and other facility.
Flow chart
Arrive by vehicles
Order taken
Serving food as per order
Payment
Went out
Benefit received Core product Invisible action Visible action
Making food as per order
DOCUMENTATION
o Must address sequence in which customer will be use each core and supplementary service in Crown royal Restaurants o Appropriate length of time requires for each stage which customer except a least time which are as follow: ? Booking – 5 min ? Checking – 3 min ? Order giving – 10 min ? Taking dinner/launch – 30 to 40 min ? Payment – 5 min.
o Information regarding service should be properly so that they can easily understand especially towards their needs, demand or order what they want from Crown royal restaurants which they are ready to provided at a time.
1 2 3 5 4 6 7
1 2 3 4 5 6 7
Reservation Parking Checking Waiting room or gaming facility used Serving people as per there requirements/ provide food Make payment Check out
Role play and script
First negotiation between customer and manager of Crown royal restaurants. Customer: what are verities of food available? Manager: Crown royal restaurants should provide the entire food best quality with reasonable price. Customer: give the order as own choice or their family choice. Manager: has provide food as per there requirements Customer: thank you. Manager: ask to customers for their any another order. Customer: they have to give another order to manager. Manager: has provide again there order as per requirements. Customer: has to pay for their receiving services/benefits. Manager receives the money and transaction complete.
FLOWER OF SERVICE
1. Information:
? Customer often requires information about how to obtain and use a product or services. ? Customer must requirement:? Direction of service venue ? Schedule /service hour ? Price ? Condition of sale ? Available product
2. Order taking:
? In Crown royal restaurants should be fast and accurate so the customer do not waste time ? The process should be fast and smooth.
3. Billing:
? The billing system should be clear, accurate and intelligible. ? They should not have to wait. ? Bill should be clear, informative, and itemized.
4. Payment:
? To give facilities to the customer pay to waiter. ? Customer also pay their payment through credit card/debit card/gold card/ cash 5.
Consultation:
customer’s needs and solution.
? Value can added to services by offering advice and consultation to each ? So the customer has to make customized things which would be provided by Crown royal restaurants.
6. Hospitality :
? Customer who invest time and effort in visiting a Crown royal restaurants. ? So provided the facilities to the customer are as follow:? Greeting ? Waiting facilities and amenities ? Security ? Music ? Gaming facility
7.
Safety keeping:
that they bring with them to Crown royal restaurants.
? Customers prefer not to worry about looking after the personal possession
8. Exception:
? Customer appreciates some flexibility when they make special request and except responsibility when things go according to plan. ? Customer expectation like as follow:? Re-fund ? Problem solving ? Special request in advance ? Extra services ? However, the problem of customer problem solving all demand of customer should be full field by Crown royal restaurants.
doc_125391515.docx