boston pizza restaurant & sport’s bar
DESCRIPTION
Boston Pizza Restaurant & sport’s bar. By: Jennifer Chan, Bomi Park, Stephanie Ng, and Clara Cheung. contents. History Service vision Service strategy Customer complaint Two companies Different services Ways to solve issues. Part One. HISTORY. - PowerPoint PPT PresentationTRANSCRIPT
BOSTON PIZZA
RESTAURANT & SPORT’S BAR
BY: JENNIFER CHAN, BOMI PARK, STEPHANIE
NG, AND CLARA CHEUNG.
CONTENTS
• History• Service vision• Service strategy• Customer complaint• Two companies• Different services• Ways to solve issues
PART ONE
• BEGAN IN EDMONTON, ALBERTA ON AUGUST 12, 1964.
• 17 LOCATIONS IN WESTERN CANADA.
• THE FIRST BOSTON PIZZA IN EDMONTON.
“BOSTON PIZZA AND SPAGHETTI HOUSE”
• TODAY, THERE ARE 350 BOSTON PIZZA RESTAURANTS IN CANADA.
HISTORY
Began in Edmonton, Alberta, on August 12, 1964
The first Boston Pizza in Edmonton
Boston Pizza and Spaghetti House
Boston Pizza Today
SERVICE VISION
“SERVING GREAT FOOD TO GREAT PEOPLE”
SERVICE STRATEGY
TWO DISTINCT DINING EXPERIENCES
• PERFECT FOR FAMILIES, GROUPS OF ALL AGES, AND TEAMS.
• OFFERS A CASUAL DINING SETTING WITH OVER 100 MENU ITEMS.
• SPORTS BAR WITH BIG SCREEN TVS.
• OUTDOOR PATIO.
• VARIOUS LOCATION.
COMPLAINT
ARI “ BEWARE THIS BOSTON PIZZA, THE FOOD IS USUALLY BLAND AND THE POORLY DRESSED, OWNER IS VERY RUDE TO BOTH STAFF AND CUSTOMERS. WE HAVE BEEN HERE AT LEAST 14 TIMES THIS YEAR, TODAY WAS THE LAST DAY. TODAY WE GOT BASICALLY KICKED OUT BECAUSE WE DID NOT AGREE WITH THE WAY HE SPOKE TO US, WHILE WE WERE TRYING TO FIND A SEAT WITH THE ATTENDANT. AVOID THE HASTLE IF YOU WANT BETTER FOOD AND WANT TO WATCH THE UFC FIGHT GO TO JACK ASTOR'S ON HIGHWAY 7. THAT IS WHERE WE ENDED UP.”
EXPERIENCING AT BOSTON PIZZA
TWO COMPANIES
•PIZZA HUT
•EAST SIDE MARIO’S
PART TWO
• FOUNDED IN 1958.
• AMERICAN RESTAURANT CHAIN AND AN INTERNATIONAL FRANCHISER.
• OFFER DIFFERENT STYLES OF PIZZA AND PASTA.
• MISSION STATEMENT- “SHARE A MOMENT”, PROVIDING MEMORABLE
EXPERIENCES.
• FOUNDED IN 1982
• CANADIAN CHAIN OF CASUAL DINING RESTAURANTS THAT SPECIALIZES
IN ITALIAN- AMERICAN CUISINE.
• OPERATES OVER 85 RESTAURANTS IN CANADA.
• “DUO EXPERIENCE UNDER ONE ROOF”- A FAMILY FRIENDLY DINING
RESTAURANT WITH A SEPARATE SPORTS BAR AREA.
DIFFERENT SERVICES
• MAINLY FOCUSES ON GOOD SERVICE TOWARDS FAMILIES.
• PRODUCTS AND SERVICES ARE DIFFERENT.
• MENU ITEMS ARE SLIGHTLY DIFFERENT FROM BOSTON PIZZA AND EAST SIDE MARIO’S.
• MORE FLEXIBLE.
Pizza Hut
BOSTON PIZZA AND EAST SIDE MARIO’S
• BOSTON PIZZA AND EAST SIDE MARIO’S ARE MORE SIMILAR (PRODUCTS
AND PERSONNEL SERVICES).
• FAMILIES, GROUPS, AND SPORTS FANS.
• OPERATES SPORTS BAR AREA.
• ITALIAN STYLE- OFFERING WIDER SELECTIONS OF PIZZAS AND PASTAS.
PART THREE
WAYS TO SOLVE ISSUES• CHANGE CHEF.
• HIRE NEW MANAGER.
• CONDUCT A MONTHLY AUDIT (MAP OUT POSITIVE AND NEGATIVE
ASPECTS).
AWARE OF THE CHANGES
• COMPANY SHOULD TRAIN THE MANAGEMENT TEAM AND THE
STAFF MEMBERS.
• HAND-OUT SURVEYS TO THE CUSTOMERS.
• FEEDBACKS.
COSTS FOR NOT SOLVING THE ISSUES
• LOSE ONE OR MORE CUSTOMER.
• FROM THE 7P’S, PEOPLE AND PROMOTION IMPACTS THE WAY
CUSTOMER VIEW’S.
• PROMOTION= WORD OF MOUTH.
• DECREASE COMPANY’S REPUTATION.
COSTS FOR SOLVING THE ISSUES
• INCREASE COMPANY’S REPUTATION.
• BRINGS BACK THE CUSTOMER.
WORKS CITEDBOSTON PIZZA." BOSTON PIZZA. N.P., N.D. WEB. 27 NOV. 2013.
"BOSTON PIZZA." WIKIPEDIA. WIKIMEDIA FOUNDATION, 24 NOV. 2013. WEB. 27 NOV. 2013.
"EAST SIDE MARIO'S - CHARLOTTETOWN RESTAURANTS - PRINCE EDWARD ISLAND." MURPHY GROUP
OF RESTAURANTS. FRESH MEDIA, 2007. WEB. 28 NOV. 2013.
"PIZZA HUT CANADA'S OUR STORY." OUR STORY & PIZZA HUT HISTORY. TM/MD PIZZA HUT
INTERNATIONAL, LLC, 2013. WEB. 26 NOV. 2013.
"PIZZA HUT." WIKIPEDIA. WIKIMEDIA FOUNDATION, 27 NOV. 2013. WEB. 26 NOV. 2013.
"PRIME RESTAURANTS." PRIME RESTAURANTS. PRIME RESTAURANTS INC., 2013. WEB. 28 NOV. 2013.