Service Marketing

Process at

Haldirams, Mathura

Road

Introduction

Haldirams is a famous Indian Sweets

and Restaurant chain located in

various locations of North India. It has

various self service restaurants which

also sells Namkeens, snacks &

sweets at it outlets.

For the purpose of this project we

visited Haldiram’s outlet located at

Mathura Road near Mohan Estate

Metro Station

1. ENTRY: The first impression of the

outlet was good, it was a clean shining

building with a posh environment.

Visible: Clean & Pleasing Environment

Invisible: Up keeping by Maintenance & Cleaning staff

1.1 Frisking & Checking of Bags: At

entry the visitors were frisked & bags

were checked for any potential threat.

Visible: Frisking & Checkking

Invisible: Attempt to Provide a secure & safe environment to visitors

2. Seating: Since it is a self service restaurant,

visitors can sit themselves wherever they are

comfortable, s.t. availaibilty. The tables and seats

were clean & environment was peaceful & pleasant

Visible: Clean & Pleasing Environment

Invisible:

2. Invisible (Contd.)

1. Repetitive Cleaning

by cleaning staff

2. Proper seat

arrangements by

staff

3. Working of Air

conditioners

4. Low volume

Instrumental Music

2.1 Seating Arrangement

1. Seating at

G- floor

2. Standing

arrangemen

t outdoors

3. Seating at

1st floor

Seating Arrangement expanded to two floors.

And was adjacent to food counters

3. Ordering Food: Menu

displayed at prominent places

Visible: Menu Cards Invisible: Attempt to place

them at right place for

convenience of visitors

combined with offers

3.1 Billing at Cash Counter

Visible: Billing & Order Coupon Generation

Invisible: Pricing Decision & Inventory Management

3.2 Placing of Order

Visible: The person takes the order coupon & tells the preparation time

Invisible: He instructs in Kitchen to do the same

Visible: The Hot mouth Watering food in served at counter

Invisible: Preparation of Dishes

4. Final order is delivered & brought

to table & enjoyed by the visitors

themselves& selfies are clicked…..

Thank you…