SERVICE MARKETING

GROUP MEMBERS
Purvi Selvadia Richa Saxena Sameer Sanghani Kumarpal Shah 6153

Characteristics of a Service

Lack of ownership Intangibility

Inseparability
Perishibility Heterogeneity

The three additional Ps of Service Marketing

People Physical evidence Process

Moments of truth

It is the customer service encounter Every positive or negative experience of the consumer would have fall-out on the overall service experience

THE ANNAPOORNA DABBAWALLA COMPANY LTD

ABOUT ADC

Inception - mid 1880s Educational qualifications Semi-literate or illiterate Employees- 5000 Number of Tiffin's 2,00,000 Cost 200/month Process time 3 4 hours Six Sigma Performance

PROCESS

Work on the relay system

Collection of Boxes from home Delivered at the nearest railway station Unloading at the required station Sorting of the dabbas

Delivered at the office place

PROCESS

Work on the relay system

Collection of Boxes from home Delivered at the nearest railway station Unloading at the required station Sorting of the dabbas

Delivered at the office place

What measures can be taken to stem to decline?

Problem

In 1960s bank timings changed In 1980s mills were closed down on a large scale New trend Working Women Post liberalization, offices offer good quality canteen Fast food chains and road side quick bites

SOLUTIONS
1) Promotions Some initiative from ADC .Ltd on awareness Campaigns -Promoting home made food Use the Dabba outer cover for Promotion 2) Tie ups Tie up with Central kitchen Provide customized food and cultural preferences in lunch.

3) Credentials

Communicate about the Six Sigma success Communicate the time efficiency in delivery.

Can organisational capacities be transplanted in other cities?

NO..
Major strengths is the human resource:- Strong cultural bonding. - Like minded people. - Familiarity with the city operations.

Can this model be replicated in other cities?

Three things required to start our services in any other city:

Liner one directional geography of the city like Mumbai, Cheap , realizable and fast local train system, A group of like minded people who are self motivated and committed. Presently these things are not there in any other city

THANK YOU