Improving the service operations in Pizza Hut

I herewith submit my report in support of the research program done under my unit of study in the university. This report examines customer service in Pizza Hut restaurant and looks on ways that customer service can be improved to enhance customer satisfaction. Ways of improving customer service have been highlighted in the strategic goals listed. I hope you will find the report satisfactory Sincerely Yours: TABLE OF Contents EXECUTIVE SUMMARY 2 INTRODUCTION 3 DISCUSSION 7 CONCLUSION 10 RECOMMENDATIONS 10 REFERENCES 12   EXECUTIVE SUMMARY • In the last four years, Pizza Hut has earned a good reputational goodwill that has contributed to its success. This reputation has made the restaurant to earn a respect from experts and also win customers’ loyalty. For the targets to be fully achieved it requires a friendly environment and total cooperation.

• With the set overall objectives, improving customer service is one of the main goals in Pizza Hut. The aim is to increase customer satisfaction and earn customer loyalty. The purpose of this report is to state ways in which Pizza Hut can act to improve customer service in its operations. • The report found out that Pizza Hut can improve customer service through certain sanctions that should be implemented. Due to the repetitive assessments of quality of service, managers are able to apply six sigma techniques and statistical process control to improve the quality of service. Also, if they apply these measures at each stage it will help them achieve insight of the product quality and relative service of every restaurant that they manage.

The New York Times (2017, October 24) publication stated that large numbers of people in the food industry consume fast moving goods. Therefore, it will be good for the business owners to run the businesses with a lot of expertise and knowledge on the customer and the customer needs. This will be helpful in delivering good services to the customers. By 1993 pizza hut has got 300 restaurants and delivery stores in UK. 1997pepsici decided to focus on their drinks business and because of that, Tricon Global restaurants was started thus the biggest restaurant in the world was created and Whitbread become partner to Tricon. 2002 Tricon Global was able to become YUM! Brands Inc. 2006 During this year, Whitbread decided to sale their share of the joint venture to Yum! Brands Inc, by so doing pizza hut UK Ltd become completely owned by Yum.

The above timelines were adopted from http://articles. The technology introduced like use of cellphone is used to reach customers in distant places. The company agents will have to use video streaming to reach their widespread customers. The video scream is mainly through apps such as the use of a Skype, Face Timing and use of a Periscope. The adoption of e-commerce and mobile purchase will increase the company profits. The company websites and mobile phone application technology have allowed users to choose the Live Video Tour function on purchase of the company products and have the company partner agents take customers through the home with his or her phone. While taking care of all above customer needs, we are fully concerned with the value attached to our customers, who place their confidence in our competencies of service delivery.

Objectives of the report 1. To understand the customer needs and preferences 2. To understand customer behavior and taste of customers in the market 3. To rate the effects of customer satisfaction on long term profits of the business. Customers who are satisfied creates a pillar for the long-term success of a business (Khicha, P. When customers are fully satisfied they get enslaved to the brand thus help to create a continuous business hence more income. Customer satisfaction brings about business success by keeping the business going. When a business produces more, it thus not leads to success of business but the satisfaction of customers that makes them come back again thus keep the business moving. For the long-term success of international franchised restaurants establishments their pillar is satisfied customers.

wikipedia. org/wiki/pizzahut). As the main product of Pizza Hut is "pizza," the main goal of Pizza Hut is to make an appealing pizza and work towards achieving customer needs. Pizza Hut has always worked hard to give people with such meals that they find unavoidable and which are allowed in their religions and cultures. Every time new deals are on offer to customers to meet customer satisfaction Population Demographics are considered before trying with a new type of pizza, as it is the customers determine whether to like the product and help in promoting the sales (“http://en. The study was based on the results obtained from customer satisfaction questionnaire that was filled by 40 people between the age of 20 to 30 years.

The following questions were addressed: What is the Preference of people in terms of coming in and going out of the restaurant? It is very important to be aware of customers that like taking food from the restaurant and the number of those that get food delivered at the comfort of their home. Although pizza hut works on its image to ensure that they lead as casual dining restaurant as they continuously position itself in the market, pizza hut earn more profit when they deliver food at customers comfort, as it is also a customer service. From the survey most women prefer dining at the restaurant than door delivery, while most men like home delivery than eating at the restaurant. After assessing behavior of the people, it is also important to know the experience that people encounter in the restaurant.

Did you receive what you ordered? Customers are supposed to be given what they ask for thus order requires to be interpreted well and served correctly it is hard for a customer to pay what they have not requested, a survey conducted shows that most of the customers received what they ordered only few of them failed to get what they ask for. Customers at pizza hut are supposed to be served strictly according to their order to help encourage the customers to continue visiting the place. Was the food served speedily? Time is very important factor in business. Nowadays people are very busy due to crouched schedules. Customers expect restaurant workers to value their time thus want to be served quickly, this means that if you are slow customers may not come back again.

loyal customers help bring in new customers as they express how good is the product as they are satisfied with the place, service, hospitality and food. , as per the survey, many people are satisfied as compared to dissatisfied customers, thus encourage pizza hut to grow and be a leading food chain restaurant (Bhushan, R. & Jacob, S. Figure 1: A chart showing the benefits of customer satisfaction, Bhushan, R. & Jacob, S. This will encompass Meeting your customer’s needs and preferences in a timely manner depending on the criticality and risk with the intention of addressing immediate corrective measures so that customer confidence is earned. We also ensure customer issues are brought to management’s attention when they occur. CONCLUSION The findings from the conducted survey reflect a successful restaurant as it provides a good experience to their customers.

Pizza, chicken wings are available at Pizza Hut, this shows that they offer a large variety of products. This means that customers are able to get what they need from the wide range of goods, also concerning cleanness in Pizza Hut; the management is required to put more effort to ensure that they perform much better as per the standards of the customers so as to maintain and attract more people to the restaurant. i. e. know the tastes and the preferences of the customer as well as their problems • Identifying the customer’s extent of service satisfaction (are they happy? are they pleased? have they started seeking the services of your competitors?) • Fully understanding every step of customer service satisfaction from a people, activity and technology point of view.