pizza hurts mba porject report prince dudhatra

8/6/2019 Pizza Hurts MBA Porject Report Prince Dudhatra

1/148

FAST FOOD BUSINESS

Fast food has become an icon in American culture, so

powerful that the average American consumes 4 servings

of fast food every week. Without even thinking of fast food

we happily drive up to McDonalds and Pizza Hut and other

restaurants and order a Big Mac and fries. It's as easy as

brushing your teeth at night.

The restaurant business in the United States is one

whose importance has grown substantially in the last two

decades of the twentieth century. Americans spend a

greater and greater share of their money on prepared food

eaten outside of the home; by the end of the century,

nearly half of Americans consumed at least one meal a day

in a restaurant.

LIMITATIONS OF FAST FOOD

Fast food is bad because it is usually high in fat. Many

fast foods are fried in fat - even if they are heated up in an

oven. Fast food is also high in calories. Indeed, the growth

of fast-food outlets is believed to be a prime cause of

obesity in the USA. However, no matter how concerned we

are about weight and calories, it's difficult to give up fast

food entirely. So if you enjoy fast food, have it occasionally

but choose carefully. Choose salads and grilled foods

1


2/148

instead of fried foods, and avoid the high-fat, high-calorie

toppings, like mayo, ranch dressing and others.

YUM BRAND HISTORY

Yum! Brands Inc. (NYSE:YUM), based in Louisville,

Kentucky, is the world's largest restaurant company in

terms of system restaurants with more than 33,000

restaurants in more than 100 countries and territories. Four

of the company's restaurant brands - KFC, Pizza Hut, Taco

Bell and Long John Silver's - are the global leaders of the

chicken, pizza, Mexican-style food and quick-service

seafood categories respectively. Yum! Brands is the

worldwide leader in multibranding, which offers consumers

more choice and convenience at one restaurant location

from a combination of KFC, Taco Bell, Pizza Hut, A&W or

Long John Silver's brands. The company and its franchisees

today operate over 2,600 multibrand restaurants. Outside

the United States in 2003, the Yum!

Brands' system opened about three

2


3/148

new restaurants each day of the year, making it one of the

fastest growing retailers in the world. In 2002, the company

changed its name to Yum! Brands Inc. from Tricon Global

Restaurants Inc. to reflect its expanding portfolio of brands

and its ticker symbol on the New York Stock Exchange. For

the past two years, the company has been recognized in

Fortune Magazine's top 50 "Best Companies for Minorities,"

claiming the number-one spot for "managerial diversity."

The Yum! Brands, Inc. organization is currently made up of

six subsidiaries organized around its five core concepts,

KFC, Pizza Hut, Taco Bell, A&W All-American FoodRestaurants and Long John Silvers..

Each of Yum! Brands' concepts are engaged in the

operation, development, franchising and licensing of a

system of both traditional and non-traditional QSR units.

Non-traditional units include express units and kiosks which

have a more limited menu and operate in non-traditional

locations like airports, gas and convenience stores,

stadiums, amusement parks and colleges, where a full-

scale traditional outlet would not be practical or efficient. In

addition, there are approximately 367 units housing more

than one concept ("2n1s"). Of these, approximately 354

units offer both the full KFC menu and a limited menu of

3


4/148

Taco Bell products, and approximately 13 units offer both

the full KFC menu and a limited menu of Pizza Hut

products.

In each concept, consumers can either dine in or carry out

food..

Each concept has proprietary menu items and emphasizes

the preparation of food with high quality ingredients as well

as unique recipes and special seasonings to provide

appealing, tasty and attractive food at competitive prices.

YUM BRANDS FIVE RESTAURANTS

KFC

KFC operates in 74 countries and

territories throughout the world under the

name "Kentucky Fried Chicken" and/or

"KFC." It was founded in Corbin, Kentucky

by Colonel Harland D. Sanders, an early

developer of the quick service food business and a pioneer

of the restaurant franchise concept. The Colonel perfected

his secret blend of 11 herbs and spices for Kentucky Fried

Chicken in 1939 and signed up his first franchisee in 1952.

By the time KFC was acquired by PepsiCo in 1986, it had

4


5/148

grown to approximately 6,600 units in 55 countries and

territories.

KFC restaurants offer fried chicken products and some

also offer non-fried chicken-on-the-bone products,. KFC

restaurants also offer a variety of side items, such as

biscuits, mashed potatoes and gravy, cole slaw and corn,

as well as desserts and non-alcoholic beverages. Their

decor is characterized by the image of the Colonel and

distinctive packaging includes the "Bucket" of chicken.

.

PIZZA HUT

Pizza Hut operates in 84 countries and

territories throughout the world under the

name "Pizza Hut" and features a variety of

pizzas with different toppings as well as pasta,salads, sandwiches and other food items and

beverages. The distinctive decor features a

bright red roof.

The first Pizza Hut restaurant was opened in 1958 in

Wichita, Kansas, and within a year, the first franchise unit

was opened. By 1977, when Pizza Hut was acquired by

5


6/148

PepsiCo, its U.S. restaurant system had grown to nearly

3,200 units. Today, Pizza Hut is the largest restaurant

chain in the world specializing in the sale of ready-to-eat

pizza products. As of year-end 1996, the concept had

grown to more than 12,300 units.

In 1996, worldwide system sales exceeded $7.4

billion; however, U.S. same store sales at Company-

operated units decreased 4% reflecting fewer transactions.

In contrast, U.S. same store sales at Company-operated

units had increased a solid 4% in 1995 driven by the

introduction of new products, such as Stuffed Crust Pizza. In

the first half of 1997, same store sales at Company-

operated units in the U.S. declined 7% at Pizza Hut. This

reflects an 8% decline in the first quarter and a 5% decline

in the second. In the first four weeks of the third quarter,

however, same store sales were once again achieving

positive growth over the prior year. Average U.S. system-

wide sales per unit in 1996 were $620,000.

For ten of the last twelve years, Pizza Hut was named

Best Pizza Chain in America in the "Choice in Chains"

national consumer survey published annually by

Restaurants & Institutions Magazine. Also, the January 1997

Consumer Reports named Pizza Hut as the best pizza

chain in America.

TACO BELL

6


7/148

Taco Bell operates under the name "Taco Bell" and

specializes in Mexican style food products, including

various types of tacos and burritos, salads, nachos and

other related items. The first Taco Bell restaurant was

opened in 1962 by Glen Bell in Downey, California, and in

1964 the first Taco Bell franchise was sold. By 1978, when

it was acquired by PepsiCo, the Taco Bell system had grown

to approximately 1,000 units. Today, Taco Bell dominates

the U.S. Mexican QSR segment. Taco Bell units feature a

distinctive bell logo on their signage.

By year-end 1996, there were more than 6,800 Taco Bell

units in 17 countries and territories, with system-wide sales

of $4.7 billion.

LONG JOHN SILVERS

Long John Silver's is America's largest

quick-service seafood chain with more than

7


8/148

1,200 units worldwide. The concept was developed in 1968

and the first Long John Silver's Fish 'n' Chips opened in

1969. Long John Silver's, whose name was inspired by

Robert Louis Stevenson's classic Treasure Island, found

overwhelming acceptance for this new approach.

While the initial restaurants were small wharfside

buildings, today's restaurants have updated exteriors that

sport a stronger retail identity with bolder colors, accent

stripes, illuminated canopies on drive-thrus, and a new roof

design.

As the concept has grown, Long John Silver's menu

has likewise evolved. Today, we offer a menu that meets

the desire of consumers looking for more variety and great

taste. Our exciting array of flavor profiles and taste

sensations includes a variety of signature batter-dipped

fish, chicken, and seafood; breaded fish; a signature

sandwich line; salads and desserts.

A&W ALL-AMERICAN FOOD

8


9/148

Eighty years ago in Lodi, California, Roy Allen opened

his first root beer stand and started what was to become

America's first fast food chain. Allen experienced

tremendous success and in 1923, joined in partnership with

Frank Wright creating the name, A&W. In 1925, A&W began

to franchise and by 1933 had over 170 units in the mid-

western United States.

In 1995, Sid Feltenstein recognized the potential of

this American icon and purchased the company. With

America's fondness for nostalgia and the memories of

frosty root beer floats, a rejuvenated A&W emerged and

launched a new era of growth unlike any in its history. Mr.

Feltenstein, a food service veteran of over 25 years, is

continuing to develop new restaurants across the country

and around the world. Today, customers can enjoy A&W

Root Beer floats and hamburgers in over 1100 locations.

ORGANIZATION STRUCTURE

OF YUM BRANDS

9


10/148

YUM BRANDS

Taco Bell KFC Pizza Hut A & W LongSilver John

India

North West South East

Devyani Dodsal Pizzeria Favourite

Pvt. Ltd. Corp. Foods

Pvt. Ltd. Pvt. Ltd.

YUM BRANDS MISSION

The Mission Statement of Yum! Brands, Inc... pledge to

conduct their business according to this set of truths, which

10


11/148

they believe to be the foundation for building the best

restaurant company in the world.

People Capability First Satisfied customers and

profitability follow.

Respond to the Voice of the Customer Not just

listen.

The Restaurant General Manager is our #1 Leader

Not senior management.

Run Each Restaurant As If Its Our Only One Avoid

the trap of the averages.

Recognition shows you Care People leave when you

dont.

Great Operations and Marketing Innovation Drives

Sales No finger pointing.

Operation Discipline through Process and Standards

Consistency, not program of the month.

Franchisees Are Vital Assets Operates as one

system, not two.

Quality in Everything We Do Especially the food.

11


12/148

YUM BRANDS VISION

TO BE THE WORLDS FAVORITE RESTAURANT

BRANDS

YUM BRANDS PASSION

TO PUT A YUM ON PEOPLES FACE AROUND

THE WORLD

YUM BRANDS GOAL

TO GIVE EVERY CUSTOMER A REASON TORETURN

12


13/148

MANAGEMENT PHILOSOPHY OF YUM BRANDS

Customer Focus - We listen and respond to the voiceof the customer.

Belief in People - We believe in people, trust inpositive intentions, encourage ideas from everyoneand actively develop a workforce that is diverse instyle and background.

Recognition - We find reasons to celebrate theachievements of others and have fun doing it.

Coaching and Support - We coach and support eachother.

Accountability - We do what we say, we areaccountable, we act like owners.

Excellence - We take pride in our work and have apassion for excellence.

Positive Energy - We execute with positive energyand intensity...we hate bureaucracy and all thenonsense that comes with it.

Teamwork- We practice team together, team apart.

13


14/148

HISTORY & DEVELOPMENT

The legacy ofPizza Hut began in 1958, when two

college students from Wichita, Kansas, Frank and Dan

Carney, were approached by a family friend with the idea of

opening a pizza parlor. Although the concept was relatively

new to many Americans at that time, the brothers quickly

saw the potential of this new enterprise.

After borrowing $600 from their mother, they

purchased some second-hand equipment and rented a

small building on a busy intersection in their home- town.

The result of their entrepreneurial efforts was the first Pizza

Hut restaurant, and the foundation for what would become

14


15/148

the largest and most successful pizza restaurant company

in the world.

Products of pizza have been voted Number One in

countless consumer surveys nationwide. And our

accomplishments as an innovative business leader have

been cited by such respected publications as Restaurant

Business, Fortune and The Wall Street Journal.

Pizza Hut, Inc., a division of Tricon Global

Restaurants, Inc., has more than 7,200 units in the U.S. and

3,000 units in more than 86 other countries.

Tricon is the parent company to two other segment

leaders, Taco Bell and KFC. When combined with Pizza

Hut, these organizations make up the world's largest

restaurant group, with almost twice as many units as

McDonald's.

Beginning with the original thin crust pizza first served

in 1958, Pizza Hut has made continuing efforts to refine

their products, and to develop new products suited to every

consumer taste.

Today, five major products, Pan Pizza, Thin 'N Crispy

pizza, Hand-Tossed Style pizza, Stuffed Crust Pizza and The

Big New Yorker Pizza are loved by millions around the world

and have become the standard by which all others are

judged.

15


16/148

They are working together to run great restaurants in

order to be the best at making and serving the best pizza in

America. That means they are willing and able to go to any

lengths to make their customer's experience with Pizza

Hut an enjoyable one. And it means they strive to present

the finest products the industry has to offer, and to provide

those products wherever and whenever people want them.

1958:

The first Pizza Hut restaurant opens in Wichita, Kansas,

started by two college-aged brothers who borrowed $600

from their mother.

1959:

Pizza Hut is incorporated in Kansas and the first franchise

unit opens in Topeka, Kansas.

16


17/148

1965:

"Putt-Putt to Pizza Hut" musical jingle developed for Pizza

Hut's first television commercial.

1967:

A Pizza Hut restaurant was built in five days by

franchisees at the Oklahoma State Fair.

World's largest pizza (six feet in diameter) is baked andserved at the grand opening of a Fort Worth, Texas Pizza

Hut restaurant.

1968:

International market entered with opening of Pizza Hut

restaurant in Canada.

Pizza Hut serves a million people a week at its 310

locations.

1969:

Red roof adopted for restaurants.

17


18/148

First Pizza Hut restaurant opens in Mexico. Construction

begins in Munich, Germany and Australia.

1970:

Sandwiches added to basic menu of Thin 'N Crispy pizza,

salad, beer and soft drinks.

First restaurant opened in Australia.

1971:

Pizza Hut becomes the number one pizza restaurant chain

in the world in both sales and number of restaurants.

1972:

Pizza Hut, Inc. listed on New York Stock Exchange under

the symbol PIZ.

18


19/148

Pizza Hut restaurant number 1,000 opens in Wichita, KS. A

unit opens in Costa Rica.

1973:

Pizza Hut restaurants open in Japan and England.

1975:

Thick'n Chewy pizza introduced.

Chatsworth, CA Pizza Hut restaurant is used in the filming

of "The Bad News Bears."

1976:The 100th international Pizza Hut restaurant is opened inAustralia, while entire system reaches 2,000.

1977:

Pizza Hut, Inc. stockholders overwhelmingly approve

merger with PepsiCo, Inc. for an undisclosed sum.

Super Supreme is introduced nationwide.

Pizza Hut opens its 3,000th unit in Arlington, Texas.

19


20/148


21/148

Pizza Hut employs 10,000 teenagers from 16 to 19 years

old.

1984:

BOOK IT! national reading incentive program is launched

with 200,000 elementary students enrolled.

There are more pizza locations than hamburger restaurants

in the United States. Pizzerias account for 9.9% of all

restaurants in the U.S.

1985:

Priazzo and Calizza are introduced.

1986:

The system celebrates the opening of its 5,000th

restaurant, located in Dallas, Texas.

Delivery service, as a new concept, is initiated.

Fastest construction of a Pizza Hut restaurant takes place

in Wichita, KS --- 39 days from start to finish. The national

average is 85 days.

1988:

Hand-Tossed Traditional Pizza is introduced throughout the

system.

21


22/148

Pizza Hut celebrates its 30th anniversary with a total of

more than 6,000 restaurants and delivery units worldwide.

President Ronald Reagan awards Private Initiative Citation

to Pizza Hut President Art Gunther for the creation of

BOOK IT! Program.

1989:

The Pizza Hut Jobs Plus program expands nationwide to

employ more than 10,000 individuals with physical and

developmental disabilities. The Jobs Plus program is

recognized as the largest corporate initiative of its kind in

the food service industry.

Pizza Hut opens its 1,000th international unit in Welland,

Ontario, Canada. Pizza Hut now serves 54 countries.

Pizza Hut sells 9.1 million "Land Before Time" puppets.

When released to the public, the movie enjoyed the largest

opening ever for an animated feature.

For the first time in history, Pizza Hut pizza is delivered to

the White House. First Lady Barbara Bush throws a party

for 200 Washington, D.C. children during a "Reading IS

undamental" reception.

1990:

Pizza Hut system sales reach $4 billion.

22


23/148


24/148

Pizza Hut makes its fastest and farthest delivery: 600

large pepperoni pizzas on a 24-hour flight from Dover Air

Force Base to U.S. service personnel in Mogadishu,

Somalia.

Pizza Hut leads the entire restaurant industry in growth

and sets new company records for sales and profits.

Pizza Hut introduces Chunky Style Pizza in September.

Pizza Hut signs contract with 30 hotel companiesthroughout the country to provide delivery service to their

registered guests.

1994:

Pizza Hut becomes the single largest retailer of

basketballs in the United States, selling 3.7 million balls

during its NCAA Final Four promotion.

Pizza Hut opens 9,700 square foot Super Pizza Hut

restaurant and entertainment center in Mexico City.

Pizza Hut in Beirut reopens after being closed during the

Gulf War.

Soccer legend Pele kicks a ball through the door ofPizza

Hut restaurant number 10,000 in Sao Paulo, Brazil on April

13.

1995:

24


25/148

Pizza Hut launches the "You'll Love The Stuff We're Made

Of" campaign.

Buffalo Wings soar onto Pizza Hut menu. These spicy

chicken wings are served with dipping sauce.

Two Customer Satisfaction programs initiated: a 1-800

Customer Satisfaction Hotline and a Customer CallBack

Program, which takes the pulse of 50,000 customers per

week.

Pizza Hut launches Pizzeria Stuffed Crust Pizza, which

immediately sets company sales records.

The Deliver Me Home program is created by Pizza Hut and

the National Center for Missing and Exploited Children and

is tested at the Dallas/Fort Worth International Airport to

inform the community of an important identification tool in

helping to locate, identify and return missing children to

their families.

Pizza Hut wins the 1995 "Choice of Chains" award for Best

Pizza Chain sponsored annually by Restaurants &

Institutions magazine, making Pizza Hut the "Best Pizza

Chain" ten of the last eleven years.

1996:

Pizza Hut comes to India with a dine in restaurant

Banglore that has special vegetarian pizzas. In additional to

25


26/148

traditional Italian toppings , it incorporates Indian favorites

such as Chicken tikkas, Lamb korma etc. In its list of

innovative toppings. Along with pizzas, the menu features

appetizers like garlic bread and soups, fresh salads, oven

bakes pastas and choice of ice-cream sundaes.

Pizza Hut airs its first ever ad during the Super Bowl.

Pizza Hut delivers 30% of the 12 million pizzas deliveredon Super Bowl Sunday. This is the biggest pizza delivery

day of the year.

On May 30, Pizza Hut introduces two varieties of chicken-

topped pizza... Italian Chicken and Chicken Supreme.

1997:

Pizza Hut opens a restaurant in the capital's building

bustling M-block market in Greater Kailash-I, Unlike the

existing Pizza Hut at Shanti Niketan which is delivery

counter for just pizzas, this is dine-in where the entire

menu (salads, appetizers, pastas, deserts and of course

pizzas) is available. Letting Delhiites get a taste of Pizza

Hut And getting them to 'Get real!'

Pizza Hut launches a meatier pepperoni.

PepsiCo announces restaurant spin-off.

26


27/148


28/148

ORGANIZATION STRUCTURE

President (Mr. Rohit Amin)

28

President (Mr. Rohit Amin)

V.P.

Finance

Vandana Parkle

C.O.O.

(Chief Operating Officer)

Mr. Narendra Malhotra

V.P.

I.T. Section

Mr. Mainak

Mr. Nainan

(South)

Mr. Naveen

(West)

Baroda

(Mr. Ashish Dogra)

Ahmedabad

(Mr. Deepto Ray)

Surat

(Mr. Amit Jha)


29/148


30/148


31/148

(2) West Dodsal Corporation Pvt. Ltd.

(3) South Pizzeria

(4) East Favourite Foods Pvt. Ltd.

MOST PREFERABLE PIZZA IN INDIA

In all over India, the sales of non-vegetarian food is

more than the vegetarian food except in Gujarat. The most

preferred pizzas ofPizza Hut in all over India are as under:

-

(1) Super Supreme Pizza

(2) Chicken Tika Pizza

(3) Pepperoni Pizza

(4) Chatani Pizza

(5) Tam Tama Pizzas

(6) Tandori Paneer Pizza

PIZZA HUT IN GUJARAT

As Gujarati People are vegetarian & they dont prefer

non-vegetarian food & sometimes avoid to go at thoserestaurants also where both the types of food are available

together, Pizza Hut has focused on this point & opened

pure vegetarian restaurant in Gujarat.

There are 4 outlets of Pizza Hut in Gujarat, i.e. 2

outlets in Ahmedabad, 1 outlet in Baroda and 1 outlet inSurat. out of this 4 outlets, 2 outlets are pure vegetarian.

31


32/148

In Gujarat, 1stPizza Hut was opened on July 14, 1999

in Ahmedabad. History was created that day, as it was the

first pure vegetarian Pizza Hut in the World. After that two

more pure vegetarian Pizza Hut were opened, one in Surat

& second in Mumbai (Chowapati).

MOST PREFERABLE PIZZAS IN GUJARAT

In Gujarat, majority of the people prefer only

vegetarian food and as a result 1st pure vegetarian Pizza

Hut was opened in Ahmedabad. So, in all over Gujarat,

Pizzas mostly preferred by customers are as under:

(1) Tandoori Pizza

(2) Super Veggie Pizza

(3) Spicy Indian Pizza

(4) Simply Veg. Pizza

INTRODUCTION OF DODSAL

CORPORATION PVT. LTD.

The management of all the Pizza Huts in West Zone

is done by Dodsal Corporation Pvt. Ltd. The Dodsal group is

a 52 year old reputed engineering and construction

enterprise employing more than 1000 engineers /

managers and 10,000 contractual employees. The group

has to its credit several onshore and offshore cross-country

32


33/148


34/148

By the end of the year 2001, we stormed the market

with another Pizza Hut in Bangalore, Surat and Baroda

and DELCO in Jayanagar, Bangalore.

DPCL stand for:

With their aggressive expansion plans, they want to

be the numero uno in the business of quick service

restaurants.

(The association with YUM BRANDS gives the group

access to world class management inputs derived from

running 30,000 restaurants allover the world.)

COMPANY DETAILS

Name

34


35/148

Pizza Hut

Location

Dodsal Corporation Pvt. Ltd.

Pizza Hut,

Abhijay 8, Adarsh Society,

Swastik Cross Road,

Navrangpura,

Ahmedabad 380 009.

Telephone No.

(079) 656 6730, 656 9734

Fax

(079) 656 9726

E-mail

[email protected]

n

Website

www.pizzahut.com

www.pizzahut.co.in

www.triconrestaurants.com

Head office

Goregaoun, Mumbai

No. of outlets in India

3 Delcos (Delivery & Carry

Out)

9 RBD (Restaurant based

delivery)

Products

35


36/148


37/148


38/148


39/148

office which is situated in Delhi & from there all the raw

material will be distributed to different franchises of

different zone & from these franchise, all the raw-materials

will be distributed in all the outlets ofPizza Hut in different

cities. In Pizza Hut, SCM chain, i.e. supply chain

management if followed.

39


40/148


41/148

WORLD FAMOUS PIZZAS OF PIZZA HUT

AWARDS & ACHIEVEMENTS

41


42/148


43/148

Only EMPLOYEES OF PIZZA can translate their vision

into reality. Pizza Huts employees are the most important

ingredient in their all recipes.

Our restaurants have people working as:

Full timers:

It is the Full Timers who help them in what they want

to be the Market Leader. They are trained personnel

who are very precious to us. They help as buddy trainers to

train the new people. Needless to say, their life line.

Part timers:

The Part Timers help them to keep alive their young

image. Most of them are college students who take up this

to self-finance their studies or for pocket money. They are a

young enthusiastic lot. It is a win win situation for the

company as well as the students.

MANAGEMENT CREW

43


44/148

The management crew is made up of team members,

area manager, shift manager, and restaurant General

Manager. The Management Crew extends the morale

support to their crew besides the responsibilities

shouldered by them.

Position: Shift Manager

Position SummaryShift Managers help to manage the

daily operations of the restaurants including customerservice, employee development and food production.

Requirements

At least One year of supervisory experience preferably inFood service.

Enthusiasm and willingness to learn.

Ability to motivate and build teamwork.

Strong communication skills.

Customer Service Orientation.

Core Responsibilities

Control day-to-day operations by scheduling labour,

ordering food supplies and developing the restaurant

team.

Control Profit & loss by following cash control/security

procedures, maintaining inventory, managing labour,

reviewing financial reports and taking appropriate

action.

44


45/148


46/148

Adhere to and follow work schedules.

Position: Restaurant General Manager/Asst.

Restaurant General Manager

Position Summary: Restaurant General Managers

are responsible for all functions of the restaurants. Among

other things, they recruit, screen, hire, train, and develop

employees; do sales forecasting and manpower planning;

conduct risk/safety inspections; manage inventory and

facility; order products; conduct P&L analysis; schedule

crew members; and manage revenue periods.

Requirements

University Degree / Diploma preferred.

At least 2-4 years of supervisory experience in either a

food service or retail environment, including Profit &

Loss responsibility.

Basic business math and accounting skills.

Good oral/written communication skills.

Strong analytical / decision-making skills.

Basic computer literacy.

Ability to motivate and build teams.

Planning/organizational skills.

Customer Service Orientation.

46


47/148


Control day-to-day operations by scheduling labor,

ordering food supplies and developing the restaurantteam.

Manage the restaurant team.

Control Profit & loss by following cash control/security

procedures, maintaining inventory, managing labor,

reviewing financial reports and taking appropriate

action. Recruit, interview and hire team members; conduct

performance appraisals, motivate and train.

Ensure maintenance of equipment, facility and

grounds.

Ensure food quality and 100% customer satisfaction.

Position: Area Manager

Position Summary: Area Managers are responsible for 5-

7 units within a specified region. Among other things, they

coach the restaurant management team, ensure unit

annual operating plans are established and met or

exceeded, build sales, achieve margin targets, ensure

customer satisfaction.

Requirements

University Degree/Diploma preferred.

5-7 years supervisory experience in either a food

service or retail environment.

47


48/148

Strong organizational, analytical/decision making

skills.

Customer orientation skills.

Good oral/written communication skills.

Ability to lead & motivate teams.


Work with restaurant general manager to develop unit

specific annual operating plane.

Analyze market place P&L, inventory & controllable to

meet/achieve margin and sales growth targets.

Coach and mentor subordinates.

Drive customer focused culture.

Develop and update market HR plans.

48


49/148

EMPLOYEES 1ST 30 DAYS IN PIZZA HUT

Starting a new job is exciting, but it can also be very

scary. Just remember its natural too.

Feel a little over whelmed in the beginning

Make mistakes

Worry about adjusting with other team members

Experience 1st week jitter

The restaurant doesnt expect to learn everything

from employees on the 1st day or even the 1st week. It takes

15-30 days to learn their jobs well and to become really

good at what they do.

There are over 2,60,000 Pizza Hut crew members

world wide. Most of them had 1st week jitters and made

mistakes when they started to work. But they survived and

49


50/148

other new will too. At the time of training the employees

are all time told that be patient, stick with it and dont

discourage. If at any point employees need help, other

members are their to help newer one.

Pizza Hut wants to create an environment where

employees can have an open and honest communication

where new employees can ask and learn things from

already existed employees and these old employees can

ask things of new employees.

ATTENDANCE PROCEDURES

Each employee will have to clock in at the

commencement & clock out at the finish of his or her

respective duty hours.

Never, clock in / clock out for some one elses. it is a

serious violation of the companies rules & a disciplinary will

be taken against you.

Always inform your Manager if you forget to clock in /

clock out by mistake.

ID CARD / NAME BADGES

50


51/148

Identity cards and name badges will be issued to all

staff on joining. Identity cards should be available for

inspection by security personnel when entering or leaving

the restaurant premises.

Name badges should be worn on the upper left hand

side of the uniform whilst on duty or as specified for your

uniform.

Loss or theft of Name badges / ID Cards should be

reported immediately to the Unit Manager. A new card /

badge may be issued at the applicable cost priced for each

replacement. The ID Cards / Name badges is the property

of the company & should be submitted to the restaurant on

cessation of service.

FACILITIES PROVIDED TO EMPLOYEES

STAFF LOCKERS

Every staff member is provided a locker for his

personal belonging where ever possible; in certain Units

due to space constraint it may not be possible to provide

lockers to the crew. The employee is responsible to keep

the locker allotted to him neat, clean & tidy. No food /

beverages / of any kind of banned publications are allowed

in the locker. The employee must get his own lock &

deposit one key with Unit Manager. Incase of loss or theft

51


52/148

the company takes no responsibility for the recovery of any

valuables or properties. The security staff or any other

person nominated by the company may inspect the lockers

at any time. On cessation of service the locker is to be

vacated and unlocked.

STAFF MEALS

Employees are entitled to one staff meal per day,

which should be consumed within the premises during their

break time. The Units Manager will give the details of the

staff meal entitlement to the employees.

UNIFORMS

The employees get the uniform sets from the

manager, which they should always wear at work.

Employees need to keep this clean, tidy & in good repair.

The uniform issued to them is companys property. Incase

of damage or loss staff is liable to pay the cost. The dress

code is explained to employees when the uniform is issued

to them.

RESTRICTIONS FOR EMPLOYEES

PACKAGES & PARCELS

The employees are not allowed to bring into the Unit

any packages or parcels without making an entry of the

same in the In-register maintained by the guard on duty,

52


53/148

incase the guard is not present one has to make sure & ask

the Manager to check the articles before one brings them

into the Unit. Incase of any loss or theft of the personal

property the company is not responsible. Similarly to take

out any articles from the Unit a Gate Pass duly signed by

the Manager on duty will be required.

TELEPHONE CALLS

The employees are not allowed to make or receive

personal telephone calls at work unless in an emergency.

The restaurant has limited telephone lines, by keeping the

telephones occupied; unit may be denying a customers

access to them and he may call the competition instead.

PERSONAL VISIT

The employees are welcome to come & eat at the

restaurant after their duty hours or on their off day, but

ensure that they are not wearing their uniform and are not

under the influence of alcohol and / or any other intoxicant.

The Unit Managers permission is essential prior to their

coming to Unit. Employees are to make sure that they do

not take too much time of their colleagues, as other

customers tend to get ignored. Employees are to pay their

bills immediately. No credit facility is available to the staff,

discounts if any will be accorded to them as per the

companys staff discounting policies. Currently a staff

discount of 30% is being accorded to all permanent

employees within certain guidelines.

5 SERVICE PRINCIPLES OF PIZZA HUT

53


54/148

There are 5 Service Principles ofPizza Hut

1. Employees are our secret ingredients

2. Show you C.A.R.E.

3. Say Yes to customers

4.Satisfy, capable teams create satisfied

customers

5. Satisfied customers create profit & growth.

PERSONAL GROOMING & HYGIENE

54


55/148

Hands must be washed with approved anti-microbial

soap in the designated hand sink wash area only.

The employees are needed to wash hands after:

Using restrooms

Smoking

Taking out trash

Handling money

Touching hair or mouth

Hairs should be pulled back & away from

face.

Moustaches neatly trimmed to edge of

mouth.

Side burns extended only to too centre area

of the ear.

Beards are not permitted (Exceptions are

granted for medical & religious reasons).

To have no perspiration odor. Use

deodorants & bath everyday.

Fingernails should be natural, clean,

trimmed & without polish.

Makeup should be in small amounts that is

natural looking.

Not to use very strong colognes.

55


56/148

Smoking is permitted in the designated

areas, never in customers area.

Employees with infected wounds, cuts open sores,

boils, intestinal illness or other infectious illness MUST NOT

prepare or handle food.

COMPANY RULES & REGULATIONS

Any violation of following rules by employees will be

considered by the company as act of misconduct and

will be dealt with accordingly.

Reporting to work in a state of intoxication or under

influence of narcotics.

Violating any safety rules or practices.

Gambling or betting within company premises at any

time.

Sleeping while on duty.

Quarreling or use of vulgar or abusive language.

Willingful, disobedience of any instruction from

superior. Posing, altering, removing or defacing any

matter from the notice board or Company premises.

Bending, soliciting or collecting contributions for any

purpose whatsoever at any time in the Company

premises, except when authorized by the

Management.

Deliberately working slowly, suspending work and / or

restricting output whilst on duty without justified

cause.

56


57/148

Provoking, insulting instigating or getting involved in a

fight inside the company premises.

Utilizing any working equipment for the purposes

other than they intended for.

Engaging in any political activities.

Distribution written or printed matter of any

description on the company premises unless approved

by the management.

Late attendance for more than 3 days in a month.

Habitual absence from work without authorized leave,

or overstaying sanctioned leave without sufficient

cause / permission.

Participating in illegal or unjustified strikes, or inviting

any other employees to participate in the same.

Engaging in riots, disorderly or indecent behavior,

within or in the vicinity of the company.

Behaving indecently with fellow employees and / or

guests.

Spreading false rumors or giving false information

which puts the company and its employees to

disrepute.

Demanding, accepting and / or giving bribes.

Refusal by an employee to work in another

department.

Refusing to accept a charge sheet / order or any other

official communication. If an employee refuses to

accept such a communication, it will be put up on the

57


58/148

notice board and shall be deemed as served / send by

registered AD to the present / permanent address.

Preparing false bills or statements of expenditure.

Remaining within the hotel premises outside working

hours without permission.

Entering or attempting to leave the premises by force.

Entering the restaurant earlier than half an hour from

start of duty except when asked by immediate

supervisor.

Possession of any lethal weapons at company

premises at any time.

Failure to be well attired according to company

specification at all times while at company premises.

Taking notes, drawing, sketching or taking

photographs of any plant, work process, except with

specific permission of the Management.

Drinking alcohol on the premises of the Unit.

Smoking within the premises of the Unit.

Any other act subversive of discipline.

The acts of misconduct, mentioned herein are only

illustrative and not exhaustive.

58


59/148

EMPLOYEE BEHAVIOURAL NORMS

OBJECTIVE

Guidelines for employee behavior in order for

organization and its employee to grow while being

customer focused & profit driven.

O.L.I.P.

Openness

Loyalty

Integrity

Proactivity

OPENNESS

First Name to be used as a form of address

59


60/148

Accessibility

The highest levels of the organization to be accessible

to every employee

Diversity of opinions to be valued

Diversity in cultures to be respected

Information to be shared actively with all employees

to promote sense of belonging

LOYALITY

Commitment

o To the organization

o Critique of organization to be objective &

restricted to appropriate internal forums

Confidentiality

o Respect your access to information

Colleagues

o Speak of colleagues in their absence as you

would as if they were present

INTEGRITY

Commitment

o To meet ones commitment

o Under promise & over delivery

60


61/148

PROACTIVITY

Mindset

o Plan & think ahead

o Be a part of the solution

o Strive to achieve inspite of our environment

CERTIFICATION PROCEDURE

TO BE CERTIFIED!!!!!!!!!!!!!!!!!

CANDIDATES NEED TO SCORE 90% SCORE IN THEIR

ORIENTATION & CHAMPS CERTIFICATION TEST.

THE TEST IS OF OBJECTIVE NATURE AND THEY NEED TO GO

THROUGH THEIR ORIENTATION FOLDERS THROUGHLY.

61


62/148


63/148

MARKETING AS A MAJOR CUSTOMER AS ACONTROLLING

FUNCTION FUNCTION

CUSTOMER AS A CONTROLLING FUNCTION &

MARKETING AS INTELLEGENCE FUNCTION

Change is occurring at an accelerating rate, today is

not like yesterday, and tomorrow will be different from

today. Marketing for most of the people a few years ago

only meant selling. It began and ended with selling i.e.

with finding a customer for your offering. But today,

every companys set of beliefs and practices is undergoing

challenge and change. The business enterprises have

started concentrating on their products, i.e. there is a shift

from profit orientation to product orientation. Marketing

deals with identifying and meeting human and social

needs.

Marketing is typically seen as the task of creating,

promoting and delivering goods and services to consumers

and businesses. Today, marketers are involved in

marketing 10 types of entities goods, services,

experiences, events, persons, places, properties,

organizations, information & ideas. The market place has

changed radically as a result of major societal forces such

63


64/148


65/148


66/148

MARKETIN

G MIX

EXPERIENCE

ENDS PROFITS VALUE MUTUALLY

BENEFICIALRELATIONSH

IPSMARKETIN

G

SELLING RECOGNIZ

ED AS AN

IMP.

FUNCTION

EVERYTHING

MARKETING MIX

66

Product

PricePositioning


67/148

Packaging, pace, positioning & product portfolio

management are new entrants to the traditional four some

of product, price, place & promotion in any corporate

marketing mix.

Marketers use numerous tools to elicit desired responsesfrom their target markets. These tools constitute a

marketing mix.

Thus, marketing mix is the set of marketing tools that

the firm uses to pursue its marketing objectives in the

target market.

67

Product

Portfolio

Mngt.

Promotion

PlacePace

Packaging

Marketing

Mix


68/148

Marketing mix decisions must be made for influencing

the trade channels as well as the final consumers. The 8 Ps

of marketing are : product, price, promotion, place

positioning, product portfolio management and packaging.

(1) Product:

Product is a key element in the market offering. A

product is anything that can be offered to a market to

satisfy a want or need.

Pizza Hut provide a variety of pizzas to its customers.

The Pizza Hut outlets in Ahmedabad and Surat are the

only 100% pure vegetarian outlets in the whole world. The

pizzas are flexible to the taste and preferences of the

customers. They can be divided into three categories:

i. Personal Pan Pizza which serves one person.

ii. Medium Pizza which serves two person.

iii. Family Pizza which serves four people.

Customers can choose from two types of crust Pan

Pizza or the Italian.

No root based ingredients are used an the sauce and

other garnishing do not contain onion and garlic in case of

Jain specialties.

68


69/148


70/148

Promotion includes all the activities that the company

undertakes to communicate and promote its products to

the target market. It is persuasive communication to inform

potential customers of the existence of products, to

persuade and convince them that those products have

want satisfying capabilities. Promotional efforts of a

company act as powerful tools of competition providing the

cutting edge of its entire marketing program. It includes

advertising, publicity, personal selling and sales promotion.

Pizza Hut has been successful in creating an

excellent image of itself as an elite and premium pizza

parlor. The name Pizza Hut itself enjoys word of mouth

publicity. It also sponsors various programs and

tournaments. It was one of the co-sponsors in the one day

series between India and West Indies.

(4) Place:

Place includes the various activities that the company

undertakes to make the product accessible and available to

target customers.

Pizza Hut is franchised globally. It is a milestone in

itself that it has been recognized and accepted round the

world. There are Pizza Hut outlets in all the prominent

cities in India.

(5) Positioning:

70


71/148

Positioning is the act of designing the companys

offering and image to occupy a distinctive place in the

target markets mind. Pizza Hut positioned as the most

premium class of products, higher the price, higher is the

quality perceived by the customers.

Pizza Hut products hold a distinctive position in

customers mind and it would be hard for a competitor to

claim them. The product is positioned as the leader in its

category and as an offering best quality.

(6) Packaging:

Packaging includes the activities of designing and

producing the container for a product. Packaging has

become a potent marketing tool. Well designed packages

create convenience and promotional value.

In Pizza Hut, mostly the pizzas are served instantly.

Hence, they dont need to be packed. But incase of home

deliveries, they are packed in boxes with aluminum foils

which are then placed in special bags that maintain the

temperature inside, prevents the food from getting coldand eliminates generation of bacteria in them. Then they

are carried in specially modified scooters which have a

container that can accommodate 20 pizza boxes ready to

be delivered at the time.

(7) Pace:

71


72/148

Todays era is highly competitive. Pace is one of the

differentiating factor and it also acts as a companys USP.

Pizza Huts key to retain its competitive advantage lies in

keeping focused on the basic principles of

Be customer driven

Adopt quickly to the changing environment

(8) Product Portfolio Management:

It is a continuous process of evaluating the product

portfolio i.e., the multiple products or brands of the

company. Through this the company tries to maintain the

most profitable brands and withdraw big products from the

market.

For Pizza Hut product portfolio management has

become a strategic tool to maintain its competitive edge. In

Pizza Hut, product portfolio management is done by YUM

BRANDS INTERNATIONAL.

72


73/148

MAIN COMPETITORS

Today, competition is not only rife but also growing

more intense every year. Competitors are companies that

satisfy the same customer need. It is a simple task for a

company to identify its competitors.

Once a company identifies its primary competitors, it

must ascertain their strategies, objectives, strengths &

weaknesses, and reaction patterns. Whether competitors

can carry out their strategies and reach their goals depends

on their resources and capabilities. A companys closest

competitors are those seeking to satisfy the same

customers and needs and making similar offers.

A company should also pay attention to latent

competitors, who may offer new or other ways to satisfy

the same needs. A manager needs to conduct a customer

73


74/148


75/148

food, people when thinking of branded international

restaurant, do prefer more Mc. Donalds than Pizza Hut

due to their personal beliefs. So in this way, though Mc.

Donalds doesnt come under the same category as that of

Pizza Hut, it is its one of the competitors.

SOCIETAL MARKETING CONCEPT

Marketing activities must be carried out under a well

thought out philosophy of efficient, effective and socially

responsible marketing. However, there are five competing

concepts under which organizations conduct marketing

activities: the product concept, product concept, selling

concept, marketing concept and societal marketing

concept.

The societal marketing concept holds that the

organizations task is to determine the needs, wants, and

interests of target markets and to deliver the desired

75


76/148

satisfaction more and effectively and efficiently than

competitors in a way that preserves or enhances the

consumers and the societys well being. This concept call

upon marketers to build social and ethical considerations

into their marketing practices. They must balance the often

conflicting criteria of company profits, consumer want

satisfaction and public interest. Yet a number of companies

have achieved notable sales and profits by adopting and

practicing the societal marketing concept.

Pizza Hut has been successfully practicing the

societal marketing concept. In 1979, it had raised $

3,42,000 for Easter Seals from national promotion. It

launched the BOOK IT! national reading incentive

program in 1984 with 2,00,000 elementary students

enrolled in it. In 1989, the Pizza Hut Jobs Plus Program wasintroduced which employed individuals with physical and

developmental disabilities. It provided 1,20,000 Andrew

wreaked havoc in Florida in 1992. In the same year, the

Pizza Hut were redesigned to save 2,75,000 tree a year. In

1993, the Harvest Program was launched to donate surplus

food to food rescue agencies. The Deliver Me Homeprogram was created by Pizza Hut and the National Center

for Missing & Exploited Children in US and it was tested at

the Dallas International Airport to inform the community of

an important identification tool in helping to locate, identify

and return missing children to their families.

76


77/148


78/148


79/148


80/148

Perhaps the most distinctive skill of professional

marketers is their ability to create, maintain, protect and

enhance brands. Marketers say the branding is the art and

corner stone of marketing. A brand is a name, term, sign,

symbol or design or a combination of them, intended to

identify the goods or services of one seller and to

differentiate them from those of competitors. A brand is

essentially a sellers promise to deliver a specific set of

features, benefits, values, culture, personality or user of the

product. Br4ands vary in the amount of power and value

they have in the marketplace. At one end there are brands

that are not known by most buyers. Then there are brands

for which buyers have a fairly high degree of brand

awareness.

The result of the entrepreneurial efforts of Grank &

Dan Carney was the first Pizza Hut restaurant in 1958. But

the red roof as a symbol for restaurants was adopted in

1969. Today, Pizza Hut is the worlds largest Pizza

restaurant chain, with nearly 12,000 restaurants and

delivery carry out units in more than 86 countries. In orderto build brand awareness and brand preference, Pizza Hut

gives creative advertisements on TV & newspapers.

Besides the Job Plus Program which employs individuals

with physical and developmental disabilities has been

recognized as the largest corporate initiative of its kind in

the food service industry. Thus, providing such visiblesupport to a social cause like this creates not only

80


81/148

awareness but also preference for Pizza Hut products

along with the world class quality of food and services that

it provides.

CONSUMERS SERVICES & RELATIONSHIP

MARKETING

More companies today are moving their emphasis

from transaction marketing to relationship marketing.

Relationship marketing has the aim of building long term

mutually satisfying relations with key parties customers,

suppliers, distributors in order to earn and retain their

long term preference and business. Marketers accomplish

this by promising and delivering high quality products and

services at fair prices to other parties over time.

Relationship marketing builds strong economic, technical

and social ties among the parties. Today, a company is not

seeking an immediate sale but rather to build a long term

suppliers customer relationship. The operating principle is

simple: Build an effective network of relationships with key

stakeholders and profits will follow.

The guiding principle behind Pizza Huts success

story can be summed up in two lines: Its all about

customers. Imagine: No Customers No Pizzas No Us.

The goal ofPizza Hut is To give every customer a reason

to return. This goal is achieved through CHAMPS:

81


82/148

C - Cleanliness

H - Hospitality

A - Accuracy

M - Maintenance

P - Product Quality

S - Speed of Service

Pizza Hut is a customer centered organization which

makes it easy for its customers to deliver suggestions and

complaints. It gives feedback forms to the customers to

know their likes & dislikes. Customers can even give their

suggestions and complaints on its website. The entire work

force is well trained and groomed to serve the customers

better than any one else as satisfied customers ensure

profit as well as growth.

Hence, customer focus is the key word over herewhich has made Pizza Hut the favorite Pizza restaurant

brand in the country.

82


83/148

PROBLEM SOLVING PRINCIPLES OF PIZZA

HUT

Never argue with the customers.

Never blame other Team Member.

Solve the problem before it becomes a

complaint.

Treat the customer as you want to be

treated.

Never let the customer leave unhappy.

83


84/148


85/148

Writing & Presenting the report

Follow-up

(1) PROBLEM IDENTIFICATION

In this stage the problem is first identified for which

research is to be carried out.

In order to avoid waste in time and money, it is

necessary to define the marketing problem in specific

terms. An early step in the process is a situation analysis or

a survey of available data regarding the company. Through

this we can arrive at a hypothesis or presumption and a

refinement of the problem definition. A problem should

neither be defined too broadly nor too narrowly. A plan may

be prepared for each problem and a master plan cancombine all the plans.

The 2surveys had been undertaken in order to answer

some questions like:

1. To know food habits of Rajkot people. It means thatwhich kind of food people prefer.

2. Which Pizza and Dominos in term of quality, price,

services, infrastructure, etc.

3. What is the level of satisfaction provided by Pizza

Hut to its customers in comparison to their

expectations?

85


86/148


87/148

respondents. Observations can be done by the

researcher himself or through mechanical devices.

(2) In focus group research a focus group is gathered

which consists of 6-10 people who are invited to

spend a few hours with a skilled moderator to discuss

a product, service, organization or other marketing

entity.

(3) Surveys are undertaken to learn about peoples

knowledge, beliefs, preferences and satisfaction and

to measure these magnitudes in the general

population.

(4) Behavioral data, customers leave traces of their

purchasing behaviors in store scanning data, catalog

purchase records and customer data-bases. In this

method, such data is used to solve a problem.

(5) Experimental research is the most scientificallyvalid research. The purpose of experimental research

is to capture cause-and-effect relationship by

eliminating. Competing explanations of the observed

findings.

(3) CHOICE OF METHOD OF RESEARCHMarketing researchers have a choice of two main

research instruments in collection primary data.

They are

Questionnaires Mechanical Devies

87


88/148

A Questionnaire consist of a set of questions

presented to respondents for their answers,

Mechanical Devices like galvanometers tachistoscope,

audiometer, etc. are occasionally used in marketing

research.

(4) SELECTION OF THE PROCEDURE

After deciding on the research approach and

instruments. Marketing researcher must design a sampling

plan this plan calls for three decisions.

They are

Sampling units Sample Size Sample Procedure

Sampling units answers the question who is to be

surveyed? Marketing research must define the target

population that will be sampled.

Sampling size answers the question how many people

should be surveyed? Large samples gives more

reliable results than small but sometimes even small

provides good reliability, given a credible sampling

procedure.

Sampling procedure answers the questions how

should respondents be chosen? There are two

different types of techniques used for sampling.

88


89/148

They are

Probability Techniques Non-Probability

Techniques

Probability Techniques sampling allows the calculation

of confidence limits for sampling errors and each

sample has an equal chance of selection. Probability

sampling techniques includes random sampling,

systematic sampling, stratified sampling, area

sampling and multi stage sampling random sampling.

(5) COLLECTION OF INFORMATION

The data collection phase of marketing research is

generally the most expensive and the most prone to error.

In the case of surveys four major problems arise. Some

respondents will not be at home and must be re-contacted

to replace. Other respondents will refuse to co-operate. Still

others will give biased on dishonest answers. Finally some

interviewers will be biased and dishonest.

(6) ANALYZE THE INFORMATION

The next to last step in the marketing research

process is to extract findings from the collected data. The

researcher tabulates the data and develops frequency

distribution. Averages and measures of dispersion arecomputed for the major variables. The researcher will also

89


90/148


91/148

Pizza Hut serves more than 1.7 million pizzas every

day, to approximately 4 million customers worldwide.

Pizza Hut is the world's largest pizza restaurant

chain, with nearly 12,000 restaurants, delivery-carry

out units and kiosks in more than 86 countries. It

employs more than 240,000 people worldwide.

Pizza Hut uses 2.5 percent of all the milk (over 3.2

billion pounds) produced in the U.S. every year for

cheese. That cheese production requires a herd of

250,000 dairy cows producing at full capacity 365

days a year. Pizza Hut uses more than 360 million

pounds of REAL cheese per year; of that, 335 million

pounds is mozzarella cheese. Stuffed Crust Pizza used

approximately 50% of the 35 million pounds of string

cheese produced in the U.S. in 1995.

The highest volume Pizza Hut restaurant in the worldis in Paris, followed by stores located in Moscow, Hong

Kong and the U.K. Outside the U.S., the country with

the most Pizza Hut units is Australia, followed by

Canada and the U.K.

In 1991, Pizza Hut made one of its most historic

deliveries - - to Russian President Boris Yeltsin and hissupporters, who prevailed over an attempted political

coup. When food supplies dwindled in the Russian

Parliament Building, Yeltsin called Pizza Hut delivery.

Pizza Hut uses more than 700 million pounds of

pepperoni per year. If you lay those pepperoni slices

side by side, they would create a paths that wouldstretch around the world twice and go to the moon!

91


92/148


93/148

MY OBSERVATION

During the span of my training on the premises of

Pizza Hut, I observed a lot of things. First of all the

activities were carried out in a thoroughly professional

manner. All the employees were trained very well which

made the customers extremely satisfied with their service

and behavior. There was total discipline among the

employees as far as their timings attire, hygiene and

grooming was concerned. They could easily approach with

their problems to the Restaurant General Manager and Unit

Manager who share an excellent rapport with them.

The kitchen and the dinning space were maintained

up to international standards. The management also

practiced innovative ways of getting feedback from the

customers. They have to be on the toes since their cliental

is the most premium class of the society and they cannot

afford to disappoint them in any way.

The only thing that limits the number of people

coming to Pizza Hut is its highly priced products on which

they are working right now. The outlet gets a very good

crowd on weekends which tend to narrow down during

weekdays. Even than Pizza Hut is the second most

preferred Pizza Parlor in Ahmedabad according to the

survey conducted by me.

93


94/148

SCOPE OF STUDY

Marketing research in general has a very wide scope.

Scope refers to the various avenues which are covered

under a given field of study. Marketing Research covers

advertising, pricing, sales and distribution researches and

so on. Every research study starts with a problem and the

conclusions derived from the study becomes an information

of paramount importance in making business decisions.

Decisions taken on the basis of research conclusion yields

miraculous results. Objective of the research study is one is

one of the decisions to be taken by the firm. However,

there are indirect implications of any research study. Scope

of the research study directly depends upon the type and

quality of research. Research done with general objectives

will have wider scope as compared to research done with a

specific objective.

As I have done two kinds of survey, Food habits of

Rajkot people and Feedback of customers of Pizza Hut.

The scope of survey conducted by me can be summarized

as follows:

94


95/148

1. Profile of consumers

2. Consumer Behavior

3. Brand Awareness & Brand Importance

4. Competitive Analysis

5. Product Portfolio Management

6. Modifications in the pricing strategy

7. Advertising effectiveness

8. Level of customer satisfaction for quality, services,

taste & infrastructure.

9. Types of food people prefer

10. Important factors to be considered to visit any

restaurant

11. Opinion about the future of fast food business

12. Reasons to like Pizza Hut

13. Suggestions for better prospectus ofPizza Hut

95


96/148


97/148

LIMITATIONS OF THE STUDY

The limitations of the research study can be

summarized as under:

LIMITATION OF TIME:

The time specified for the way the survey was 15 days

which is a short time to analyze each and every aspect

related to the unit. If the time allowed would have been

more, then the selection and size could have been

improved and thus, degree of accuracy of the findings

would have been higher.

LIMITATION OF SAMPLE SIZE:

The information embodied in the report may not prove

to be perfect and reliable since only a small sample size of

100 was selected for food habits of Rajkot People and 50

people for their feedback as customers of Pizza Hut.

Moreover as the non probability sampling method was

97


98/148

used, the representatives of the sample selected could not

be determined.

LIMITATION OF AREA:

Hence, the area covered was not Food habits of

Rajkot people, this survey was conducted in Rajkot while

Feedback of customers, this survey was conducted in

Ahmedabad extensive enough. It may so happen that the

information collected in any other city may reveal different

information from what is presented here.

TABULATION OF DATA

Tabulation comprises of sorting of the data into

different categories and counting the number of cases that

belong to each category. The simplest way to tabulate is to

count the number of responses to different variables of

different questions where only one variable is involved in

tabulation, it is known as univariate tabulation. Where two

or more variables are involved in tabulation, it is called

bivariate tabulation. In marketing research project,

generally both types of tabulation are used.

The tabulation may be done by hand or machine

depending on the complexity of the questionnaire. The

number of tabulation will depend on the number of

98


99/148

variables and the number of responses to a question

depends on the same sample size.

In my research study, the sample size was 100

customers. The limited sample size and the simple

designing of the questions, not involving large number of

variables, made hand tabulation possible and

comparatively easier.

ANALYSIS & INTERPRETATION

OF DATA

The data now collected requires analysis and

interpretation. In order to facilitate interpretation, the

tabulated data has to be framed in the best form of

statistical summarization whether in percentage or average

and so on. The statistical conclusion must then be

converted into recommendations on marketing polices

which tends to prove very useful for the company.

99


100/148


101/148

Q. 1Opinion of 100 people.

Sr. Particul

ars

No. of

Respondents1. Male 46

2. Female 54

Total 100

46

54

40

45

50

55

Male Female

Opinion of People

Male

Female

Interpretation

I have conducted survey of 100 persons, out of

them 54 are females and 46 are males.

101


102/148

Q. 2Age group

Sr. Age

Group

No. of

Respondents1. 10-18 25

2. 18-25 25

3. 25-35 25

4. 35 &above

25

Total 100

Age Group

25%

25%25%

25% Oct-18

18-25

25-35

35 & above

InterpretationI have conducted survey of 25 people in each

age group.

102


103/148


104/148

Q. 4Financial Status

Sr. Status No. of

Respondents1. Independe

nt44

2. Dependent 56

Total 100

44

56

0

20

40

60

Independent Dependent

Status

Independent

Dependent

Interpretation

In my survey of 100 people, there is majority of

financially dependent people.

104


105/148

Q. 5Income Group (Average Monthly Income)

Sr. Income No. of

Respondents1. 7500

1500067

2. 15000 30000

18

3. 30000 &above

15

Total 100

67

18 15

0

20

40

60

80

7500

15000

15000

30000

30000

&

above

Income Group

7500 15000

15000 30000

30000 & above

Interpretation

From the above chart, we can see that most ofthe people of Rajkot are from middle class income

group, whose monthly income is between Rs. 7500

to Rs. 15000.

105


106/148


107/148

also often going out weekly, fortnightly and

monthly.

107


108/148

Q. 7With whom you are going?

Sr. Particular

s

No. of

Respondents1. Alone 4

2. WithFriends

57

3. WithFamily

84

4. Beloved 12

4

57

84

12

0

20

40

60

80

100

Alone With

Family

With whom go ou

Alone

With Friends

With Family

Beloved

Interpretation

From the above chart, we can say that people

usual ly go there with their family members and

friends.

108


109/148

Q. 8When you go outside, which kind of food

you prefer.

Sr. FoodRanking %

Total1 s t 2n d 3 rd 4 t h 5 t h 6 t h 7 t h 8 t h

1. Gujarati 12 14 14 20 15 15 5 5 13.05

2. Fast Food 21 22 24 21 8 1 2 1 17.03

3. Punjabi 36 19 14 9 14 4 2 2 17.25

4. Chinese 13 24 12 1 23 15 7 5 14.02

5.Continent

al2 6 13 19 17 31 10 2 11.24

6. Thai Food 1 2 4 7 11 12 53 10 9.08

7.SouthIndian

14 12 19 22 12 10 6 5 14.30

8. Others 1 1 0 1 0 12 15 17 4.03

Total100

100

100

100

100

100

100

100

100

Food Preference

13%

18%

17%14%11%

9%

14% 4%

Gujarati

Fast Food

Punjabi

Chinese

ContinentalThai Food

South Indian

Others

Interpretation

From the above chart, I can conclude that

Rajkot people l ike Punjabi food and fast food the

most and after that South Indian, Chinese, Gujarati,

Continental, Thai Food and other food like Mexican

and Italian food, etc.

109


110/148

Q. 9Which are the important factors for you,

when you visit any fast food center /

restaurant.

Sr.Important

Factors

Ranking %Total1s t 2nd 3 r d 4 th 5 t h 6 th 7 th 8 th

1. Hygienic 20 15 9 12 9 7 17 11 13.56

2. Quality 29 23 24 13 8 0 3 0 17.87

3. Taste 25 26 7 7 8 6 11 10 14.57

4.BrandName

7 10 11 10 11 19 12 20 10.75

5. Service 6 7 16 19 18 11 14 9 11.94

6. Price 6 9 17 12 18 24 10 4 12.35

7. Location 5 5 10 18 19 20 13 10 11.02

8.Internal

Environment

2 5 6 9 9 13 20 36 7.94

Total100

100

100

100

100

100

100

100

100

Important Factors

14%

17%

15%11%12%

12%

11%8%

Hygienic

Quality

Taste

Brand Name

Service

Price

Location

Internal

Environment

Interpretation

From the above chart, we can say that Rajkot

people are more quality conscious and after quality

for them tastes and hygienic are most importantfactors and after that brand name, price, service,

110


111/148

location and internal environment are important

factors.

Q.10 Which type of Restaurant do you

prefer?

Sr. Restaurant No. of Respondents

1. Vegetarian 79

2. NonVegetarian

6

3. Combined 15Total 100

79

615

020

40

60

80

Vegetarian Combined

Restaurant Type

Vegetarian

Non Vegetarian

Combined

Interpretation

As people of Rajkot are pure vegetarian, they

definitely prefer only vegetarian restaurant.

111


112/148

Q.11 Which type of taste do you like most?

Sr. Taste No. of

Respondents1. Spicy 59

2. Sweet 14

3. Sweet nSour

21

4. Others 6

Total 100

Taste

59%14%

21%6%

Spicy

Sweet

Sweet n Sour

Others

Interpretation

From the above chart, we can see that most of

the people of all the age group prefer more spicy

taste.

112


113/148

Q.12 The average food bill, you can afford

per head.

Sr. AverageBill

No. ofRespondents

1. 25 50 10

2. 50 100 53

3. 100 200 32

4. 200 &More

5

Total 100

Average Bill per head

10%

53%

32%

5%25 50

50 100

100 200

200 & More

Interpretation

From the above chart, we can see that as most

of the people are from middle class, they can afford

Rs. 50 to Rs. 100 per head food bill. There are very

less people who can afford per head food bill more

than Rs. 100.

113


114/148

Q.13 How much brand name is important for

you?

Sr. BrandName

No. ofRespondents

1. Very much 40

2. Not verymuch

60

Total 100

40

60

0

20

40

60

Very much Not very

much

Brand Name

Very much

Not very much

Interpretation

From the above chart, we can see that there

are 40% people for whom brand name is very much

important factor and 60% people for whom brand

name is not very much important. For these people,

other factors are more important than brand name.

114


115/148

Q.14 Please rank the following brand name.

Sr. NameRanking %

Total1s t 2nd 3 rd 4 t h

1. Pizza Hut 36 41 20 3 27.33

2.Mc

Donalds38 33 22 7 33.47

3. Dominos 19 22 42 17 22.87

4. US Pizza 7 4 16 73 16.33

Total100

100

100

100

100

Brand Names

27%

34%

23%

16%Pizza Hut

Mc Donalds

Dominos

US Pizza

Interpretation

From the above chart, we can say that in the

mind of Rajkot people, both Mc Donalds and Pizza

Hut are having equal posit ion as a international

branded restaurant. Sti ll on the first rank they

prefer Mc Donalds and on the second rank comes

Pizza Hut. For them local branded restaurants,

such as Big Bite, Shiv, Lords Banquette,

Temptation, etc. are also important, but on the last

115


116/148

rank, when the point is of international branded

restaurant.

116


117/148

Q.15 Have you visited Pizza Hut?

Sr. Visi

t

No. of

Respondents1. Yes 43

2. No 57

Total 100

0

20

40

60

Yes No

Visit to Pizza Hut

Yes

No

Interpretation

Even though Pizza Hut is not available in

Rajkot City, 43% of the people have visited Pizza

Hut in other cities. This shows that when Pizza

Hut will open in Rajkot they wil l get more market

share.

117


118/148

Q.15A If yes to above question, then how many

times?

Sr. No. of Visits

No. ofRespondents

1. Once 20

2. Twice 14

3. SeveralTimes

9

Total 43

20

14

9

0

5

10

15

20

Once Twice Several

Times

No. of Visits

Once

Twice

Several Times

Interpretation

From the above question no. 15, we came to

know about peoples craze about Pizza Hut. As

there is no Pizza Hut in Rajkot City, then also 43%

of the people have visited Pizza Hut in other cities.

From the people, who have visited Pizza Hut in

other cities, there are 50% of the people who have

visited it once, 30% visited twice and 20% visited

several times.

118


119/148

Q.16 The rate of Pizza and other food in

Pizza Hut is:

Sr. Rates No. of Respondents

1. Affordable

52

2. HighRate

48

Total 100

48

52

46

48

50

52

Affordable High Rate

Rate in Pizza Hu

Affordable

High Rate

Interpretation

As most of the people in my survey come in

middle class group, 52% of them are saying that the

rate of food in Pizza Hut is very high.

119


120/148

Q.17 What can be the market potentiality

for Pizza Hut in Rajkot?

Sr. Potentiality

No. ofRespondents

1. Excellent 23

2. Very Good 35

3. Good 27

4. OK 15

5. Dull 0

Total 100

Market Potentiality

23%

35%

27%

15% 0% Excellent

Very Good

Good

OK

Dull

Interpretation

From the above chart, we can say that the

market potentiality of Pizza Hut in Rajkot City is

very good as people l ike fast food and most of the

young generation really wants this type of

restaurant in their famous

pizza hurts mba porject report prince dudhatra

Documents