SERVICE MANAGEMENT

Group 7Ps

1. Lê Thị Lan Anh BA132

2. Dương Thị Nhung BA192

3. Tạ Huyền Nhi BA100

4. Trần Thị Hải Huế BA031

5. Nguyễn Anh Tuấn BA260

6. Nguyễn Thanh Tuấn BA074

7. Nguyễn Xuân Thái BA355

Content

• I- Introduction

• II- 7Ps Service Marketing

• III- Problems

• IV- Solutions

INTRODUCTION

1. Minh Tan Salon- Address: 272, Luong

Ngoc Quyen st., Thai Nguyen city

- This is one of the most famous hair cut shop in Thai Nguyen.

INTRODUCTION

2. Student hair shop- Address: 10 group,

Quyet Thang commune, Thai Nguyen city (near TUAF).

- Ordinary hair shop

7Ps Service Marketing

I. PRODUCT

1. Minh Tan Salon• Service for all customers (high-income clients)• Cutting, hair stylists, manicurists, tattoo, massage ....• High aesthetic

I. PRODUCT

2. Student Hair shop• Target customers are students• There are some services such as : straightness, hair

cut ...

II. PRICE

1. Minh Tan Salon• High price

• More flexibility in price, suitable for every customers.

2. Student Hair shop• Normal price

III. PLACE

1. Minh Tan Salon• More stores• Convenient location (located in the densely populated

city center) have 3 stores: .......

2. Student Hair shop• Only one shop near the TUAF (far from center)

IV. PROMOTION

1. Minh Tan Salon• Have incentives to loyal customers (VIP gift card)• Give gift packages bundled services• Discounts in special occasions (Vietnam women's

day, Valentine day, Tet holiday....)• Has its own website, advertising on TV, Internet ....

2. Student Hair shop• No preferential policies and care for the

accompanied customers

V. PEOPLE

1. Minh Tan Salon• Many employees, professional, experienced,• Employee's attitude: enthusiastic, friendly• Shop owner is granted a certificate of hairstylist,

Golden scissors award in 2000.

V. PEOPLE

2. Student Hair shop• The owner only joins the short-term training.• Staffs are 2 people.• Staff: lack of professional

VI. PROCESS

1. Minh Tan Salon• Out store:

Customer Minh TanSalon

-Security guards put the vehicle into the parking lot

- Receptionist opened the door and took into the waiting room

VI. PROCESS

• In store:

Waiting room-Have air-condition, TV, News..- Have drinks

Do-Do cutting-Do massage (face)-Do nail-Do tattoo…

Check out

-Listening to music-Consulting to customer..

VI. PROCESS

2. Student Hair shop• The process of service is long, not professional.• Customer shall not be consulted when they use the

services of shops

VII. PHYSICAL EVIDENCE

1. Minh Tan Salon• Facilities and machine is modern (curly machine,

press machine, tattoo ...)•  Store space is arranged logically make sense of

comfort to customers.•  Material input is high quality (dyes, presses, ink

tattoo ...)

VII. PHYSICAL EVIDENCE

2. Student Hair shop• Simple facilities ,• Lack of modern

machinery.• Store space is narrow.• Materials of input are not

high quality (dyes, presses, ink tattoo ...)

PROBLEM

1. Minh Tan Salon•  High price -> don’t have much customers•  Waste more time (first days in week)• Some staffs have a negative attitude in rush hours

PROBLEM

2. Student Hair shop• Lack of experience• Lack of physical facilities• Staff isn't enough• Narrow space• Attitude of staff is unprofessional• Take a long time to serve• Service's quality is low

SOLUTION

1. Minh Tan Salon

• More promotions in the off-peak times (morning, from Monday to Wednesday ..) to attract more customers

•  Customer appreciation day

•  Open new service package for students (first days of week) with incentives to avoid waste of human resources => increase income for salon.

 

SOLUTION

2. Student Hair shop• Join into training such as: hair design club....• Step by step improve equipment.• Recruit skillful employees.• Focus on process serving.• Collect the feedback of customers => sales will

increase