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    Barbeque Nation - Services Management

    Uploaded by

    Ralph Menezes
    This is a presentation on Barbeque Nation which gives a service marketing aspect to it. The aspects covered are: - Service Blueprint - Service Recovery Strategies - Service Marketing Triangle - I2P2 (Identity, Image, Perception, Position) - Brand Ladder - Competitive Strategy *Please make note that the facts are as received through online sources. Also, some of the service marketing concepts may differ from person to person. This is just to help you to get an understanding of the the brand.*

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Barbeque Nation - Services Management

    Uploaded by

    Ralph Menezes
    158 views19 pages
    This is a presentation on Barbeque Nation which gives a service marketing aspect to it. The aspects covered are: - Service Blueprint - Service Recovery Strategies - Service Marketing Triangle - I2P2 (Identity, Image, Perception, Position) - Brand Ladder - Competitive Strategy *Please make note that the facts are as received through online sources. Also, some of the service marketing concepts may differ from person to person. This is just to help you to get an understanding of the the brand.*

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    This is a presentation on Barbeque Nation which gives a service marketing aspect to it. The aspects covered are: - Service Blueprint - Service Recovery Strategies - Service Marketing Triangle - I2P2 (Identity, Image, Perception, Position) - Brand Ladder - Competitive Strategy *Please make note that the facts are as received through online sources. Also, some of the service marketing concepts may differ from person to person. This is just to help you to get an understanding of the the brand.*

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    158 views19 pages

    Barbeque Nation - Services Management

    Uploaded by

    Ralph Menezes
    This is a presentation on Barbeque Nation which gives a service marketing aspect to it. The aspects covered are: - Service Blueprint - Service Recovery Strategies - Service Marketing Triangle - I2P2 (Identity, Image, Perception, Position) - Brand Ladder - Competitive Strategy *Please make note that the facts are as received through online sources. Also, some of the service marketing concepts may differ from person to person. This is just to help you to get an understanding of the the brand.*

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 19

    SERVICES MANAGEMENT

    INTRODUCTION
    Origin in Indore, MP Mumbai in 2006. HO Bangalore | CEO Prosenjit o! C"oud"ur! #irst outlet in Pali Hill, Mumbai $0% return &ustomers in 'irst 6 mont"s e(enue) 200 &rore *20+,-. ,$0 &rore *20+/ e01e&ted 2006 to 2002) #rom single to +, outlets. 3oda! ,4. Plans to add ,/ ne5 outlets b! end 20+6. 6ai1ur *+-, 7u&8no5 *+-, 9u5a"ati *+-, :el"i ; <C *2-, 9urgaon *+-, C"andigar" *+-, Mo"ali *+-, ="medabad *+-, >urat *+-, ?adodara *+-, H!derabad *2-, Mumbai *6-, Pune */-, Bangalore *6- ; C"ennai *2-

    INTRODUCTION

    COMPETITORS

    SERVICE BLUEPRINT
    E0teriors Par8ing =rri(e at estaura nt >(&. >ta'' :A&or =mbien&e C"e&8 a(ail. ; ta8e seat :rin8s tra! Presentatio n Menu e&ei(e drin8s ; starters >er(e drin8s ; starters
    Bu''et s1read =(ailabilit! 3aste

    CONTACT EMPLOYEES CUSTOMERPh%si#"l E i&en#e (Front of house)

    Bill

    >el'@ser(e 'rom bu''et

    =s8 'or bill

    Pa! bill and lea(e

    Visible

    9reet ; ta8e order

    e1lenis" bu''et &ounter

    Pro&ess Bill

    In isible

    Pre1are drin8s e@ "eating o' 'ood

    UPPORT PROCESSES (!"#$ of house)

    9rilling o' starters

    Pa!ment s!stem

    BACKEND PROCESS

    SERVICE RECOVERY STRATEGY


    Act Quickly Fail-safe the Service

    Service Recovery Strategies

    3reat Customers #airl!

    Learn from Recovery Experiences

    SERVICE MARKETING TRIANGLE

    INTERNAL MARKETING
    Care'ul sele&tion o' em1lo!ees @ 2$00 | +2,000 gi(en Ps!&"ometri& test onl! +$% 1assed. 2$% 1ro'its earmar8ed 'or em1lo!ees +00% re5ard bonus 'or meeting standards, <o 3i1s.
    2$% Customer >atis'a&tion $0% >ta'' >atis'a&tion ; =ttrition Costs ; >ales 2$%

    B =<CH E?=7B=3IO <

    EXTERNAL MARKETING

    EXTERNAL MARKETING

    INTERACTIVE MARKETING

    Identity | Image | Pe !e"ti#n | P#$iti#n


    C"at 3"e Brand >tands #or =nd = Promise 3o 3"e Customer

    7o&ation In 3"e Mind O' 3"e Customer.

    /. Position

    +. Identit!

    Hel1s In :ee1er =sso&iation ; e&all

    ,. Per&e1tio n

    2. Image Ho5 Customers ;


    Ot"ers Per&ei(e 3"e Brand

    Identity | Image | Pe !e"ti#n | P#$iti#n


    ?#M, 9rou1 :ining. BniDue Eli(e@grillF embedded onto t"e table, = 'ull &ourse bu''et 5it" blend o' (arious &ousines, 3"e ambien&e. Pre@'i0ed 1ri&e) Planned budget, E0&ellent Dualit! o' 'ood, =11ealing dining e01erien&e, E''i&ient and 1rom1t ser(i&e Dualit!

    /. Position

    +. Identit!

    Bnlimited assembl! o' dining e01erien&e *'ood, musi& ; liDuor-, &onsistent taste, "assle 'ree dining

    ,. Per&e1tio n

    2. Image

    BRAND LADDER
    =llo5s 'eeling o' 7i(e BBG 1art! Hout" 'eeling as 'ood ; ambien&e is not traditional, li(el! ne5@ ASPIRA I!"AL age musi& #E"EFI S Prom1t ser(i&e instigate a re1eated (isit 'or a rela0ing time >1e&ial o&&asions su&" as BFda!, =nni(ersar! made s1e&ial b! em1lo!ees at no e0tra &"arge. Pla!ing 'a( musi&, &om1lementar! &a8eIdessert, et&

    E&! I!"AL #E"EFI S

    F$"% I!"AL #E"EFI S F$"% I!"AL A RI#$ ES

    ContinuousI&onsisten t ser(ing o' 'ood. 9rill en"an&es taste Parties &an be 1lanned o5ing to 1re@ 'i0ed 1ri&es

    C#m"etiti%e St ategy
    Str"te'ies
    M"r$et )o*in"n#e Str"te'% Inno "tion Str"te'% Intensi e +ro,th Str"te'% +ro,th Str"te'%

    T%(olo'%
    <i&"er

    Pioneer Mar8et Penetration. Mar8et :e(elo1ment Intensi(e

    Gene i! St ategy

    Bi&'i#g a"(y
    "tt1)II'orbesindia.&omI1rint&ontentI,$/24 "tt1)II555.barbeDue@nation.&om "tt1s)II555.'a&eboo8.&omIBarbeDue<ation "tt1)II555.'oodand"os1italit!5orld.&omIse&tionsImar8et @se&tionI+$42@barbeDue@nation@to@e01and@li(e@grills@to@ +0@more@outlets

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