Pizza Hut

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1)BACKGROUND OF PIZZA HUT
History:
The idea of Pizza Hut® was originated in the year 1958 by two college students (Frank and Dan Carney) from Wichita and Kansas, whom were approached by a family friend with the idea of opening a pizza parlour; though the idea was relatively new to most of the Americans at that time but surely not the brothers, whom were quick to foresaw the potential of this new enterprise, though it requires them to borrow about $600 from their mother, with which they purchased some fairly-used equipment and rented a small building on a busy intersection in their home town. The result of such entrepreneurial efforts did not only limited introduction of the first Pizza Hut® restaurant, but also served as the foundation for what has became the largest and most successful pizza restaurant in the world. Analysis has shown that, over the past four decades, they built a reputation for excellence that has earned them the respect of consumers and industry experts alike. Their products have been voted Number One in countless consumer surveys nationwide; with more than 7,200 units in the U.S. and 3,000 units in more than 86 other countries, among which is Malaysia. Pizza-Hut’s coming to Malaysian Market

It operations in Malaysia began on the 19th of May, 1982. It opened its first outlet at Yow Chuan Plaza, Kuala Lumpur. Cerebos (a Singapore based-company) was the first owner until after it had opened about 29 outlets then it decided to sell out the franchise to KFC Holdings Malaysia Berhad in December 1995. The number of Pizza Hut outlets since then has grown to 72 outlets today. The firm was projected then, to grow at a planned average rate of 10 new outlets per annum for the next 3 years. Vision:

To be the leading integrated food services group in the Asia Pacific region based on consistent quality products and exceptional customer-focused service. To be able to meet with intense competition in the fast food industries. To provide her employees with the tools they need in order to be successful. To introduce a special fast food lunch package at a price equal or cheaper to the fast food counterpart. To creating a unique work environment where everyone counts and knows they make a difference.

Mission statements:
To strives to continually develop, innovates existing pizza in terms of variety, taste and value in the food industry; Create opportunity for personal and professional growth and development of all staff by forging excellence through talented people; Continue to deliver customer satisfaction through Quick Service Restaurant Operators; Increase market share and return on investment of the shareholders.

Services at Pizza Hut: Services can be defined as intangible offering of values that do not have physical form and provided to a customer or client (William P. Anthony, B.J. Hodge). The table below represents the two types of services offers by pizza-hut to her customers. Table 1.1 Services at pizza.

Computerize Services
Manual Services
Online orderGreet customers like guests
Free telephone call service for their customer.Project a positive language e-mailHouse delivery
Advertising on their web site and on TV channels about new products or promotion.Say please sorry and thank you. Given feedback by the customer.Turn unhappy customer into happy ones.
Catering for take-away.
Constant market.
A casual dine-in restaurant which cater for family meal.

Strategic:
Goal-based


2)DESCRIPTION OF THE TERMS OFFLINE AND ONLINE
Offline: This can simply be defined as the manual transactions between pizza hut and her customers without using internet and it can be done in two ways: Process ‘A’ (Phone calls)
The customer will call the centre office of Pizza-Hut using their centre number, and book for a table; this comprises the time he/she will arrive at the branch. All his/her necessary information will be saved so that when...
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