Service Delivery Model of Pizza Hut and Pizza Heaven - Case Study Example

The paper 'Service Delivery Model of Pizza Hut and Pizza Heaven" is a good example of a marketing case study. Organizations working in any industry has to continuously strive towards satisfying the customers through their product offerings, value for money, quality of service and similar other factors. The importance of service delivery standard increases in case of the service industry as organizations have to take the extra load and burden of dealing with the different needs and requirements. Being able to develop a service delivery model which looks to fill the different gaps in the service system helps to maximize the satisfaction level and ensures quality services being delivered. This report looks to analyze the service delivery model used by Pizza Hut and Pizza Heaven. A comparison between the service delivery models is made for the above-stated organizations. The report begins with identifying the nature of services and providing a complete description of both the organization. This is followed by identifying the different factors which help to deliver quality services and making a comparison between the two. The report then works on identifying the flow chart used by both the organization so that the different gaps and areas through which better performance can be provided can be improved. This thereby helps to analyze the SWOT analysis for the service model used by both the service player and thereby helps to understand the manner in which the service standards are set and which acts as a differentiating factor between the two so that better services can be provided. This will thereby help to understand the entire concept of service delivery standards and model and will help to identify the areas through which better services can be delivered.

Description About Pizza Hut

Pizza Hut dominates the market by having more than 12,000 units and kiosks which serves more than 4 million people every day in 88 countries. Pizza Hut has been able to sustain and deal with the competition due to quality offerings and product which has helped them dominate the market. Pizza Hut which is an American restaurant chain continues to strive and provide quality pizzas along with salads, pasta, Buffalo wings, breadstick, garlic bread, desserts and other products. The different offerings and the strengthening of the delivery system have helped them to ensure that they are able to work on the quality aspect and satisfy the customers with their different offerings. Pizza Hut since its inception has been able to work on the different areas and fundamentals through which they have been able to improve their quality of service (Oakes & Slotterback 2004). Pizza Hut while looking to render services has understood the different internal and external factors and based on it has developed a mechanism through which maximum customer satisfaction has become possible.

Pizza Hut has looked at identifying and understanding the different needs and requirements of the customer based on which their service delivery model has been decided. Pizza Hut has understood the different customer preference and requirements which has helped them to develop their strategies based on it. The different customer preference is shown below

Eat-In

Carryout

Delivery

Benefit

Atmosphere, Quality

Time

Time factors

Price Sensitivity

Lowest

Modest

Highest

Demographic Profile

Non-families

Families, time-starved

Families, convenience

Pizza Hut since its inception has worked and identified the different needs and requirements of its customer which has helped them to develop their ambience and provide quality products and services. Pizza Hut, in the beginning, looked to work on the carry out channel but over the period of time has transformed the mechanism and have started in-store eat outs which have helped them to concentrate on the different needs and requirements of the customers (Lee, Smith, Grimm & Schomburg, 2003). Pizza Hut to ensure and deal with competition has also developed their home delivery services which have brought the required turnaround and change through which overall productivity for the business has multiplied. This has helped Pizza Hut to attract and retain new customers and at the same time has provided an opportunity through which convenience is provided to customers by serving them pizzas at home. Pizza Hut has thereby been able to understand the different fundamentals through which better management and effective system delivery process has been developed.