Page 180 - DMGT510_SERVICES_MARKETING

Unit 9: Service Product and Operation

Figure 9.4: Education Delivery: Key Processes Map for a B-school Notes

ANALYSIS AND
CONTINUAL
ESTABLISH MISSION, STRATEGIC PLANNING, IMPROVEMENT
QUALITY, QULAITY POLICY OBJECTIVES,
PROCESS

1. CUSTOMER &
IDENTIFICATION CORPORATE
OF NEEDS AND FEEDBACK,
EXPECTATIONS 2. EXTERNAL &
OF CUSTOMERS: INTERNAL
EDUCATION PLANNING AUDIT,
PROCESS (INCLUDING 3. MANAGEMENT
1. STUDENTS DESIGN & DEVELOPMENT REVIEWS
PROCESS AND PARTNER 4. OTHERS
2. CORPORATES STUDENT PROCESS)
3. UNIVERSITY ACQUISITION
4. AICTE AND
ADMISSION
5. BUSINESS PROCESS PLACEMENT PROCESS
SCHOOL DELIVERY OF
EDUCATION EVALUATION PROCESS
PROCESS

HUMAN SUPPORT PURCHASING
RESOURCE SERVICE PROCESSES
DEVELOPMENT PROCESS
PROCESSES FOR
ACADEMIC AND SUB-
NON-ACADEMIC  OFFICE CONTRACTED
STAFF  LIBRARY SERVICES
 COMPUTER  CANTEEN,
 RECRUITMENT LAB  GARDENING,
 RETENTION  SECURITY
TRG & DEVP ETC.


Caselet Pizza Hut: Striving to Achieve Excellence
P izza Hut has a broad range of customers. This is because pizza is extremely popular

with a wide variety of people.

In order to satisfy the needs of the customers, their marketing team is deeply involved in
New Product Development. There are several steps to go through before they launch a
new product. The first step is to carry out research to find out:

What people think about pizzas (what role do they play in people’s lives, when do

they eat them and so on)
What do they like about pizzas

What do they dislike about pizzas

What do they want from pizzas

This information is collected together and used to create ideas for prototypes. The ideas
are tested first, before they make any pizzas.
Once they have perfected the pizza, they LAUNCH!
Contd...

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