NABSON

(PVT)
LTD
Dated: 22nd April
2016
Submitted to: Ms. Saba
Gul

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1

SUBMITTED BY:

S.No
1
2
3
4
5

NAME
Ahsan Butt
Muavia Siddiqy
Saad Ahmed
Khan
Rachel Justin
Shiraz Iqbal

ROLL
NUMBER
23721
20504
20442

COURS
E
SDM
SDM
SDM

20932
20999

SDM
SDM

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COMPANY PROFILE
NABSONS is engaged in diversified field of marketing, contracting, manufacturing
& export of various demand patterns of commercial products in the category of
various Institution such as Hospitals, Airlines, Hotels, Restaurants, Fast Food
outlets & Hyper markets, not only in Pakistan but in the Middle East area as well.

VISION
Our vision is the betterment of our people, enhancement of our network and a fair
return to the organizations we represent.

MISSION
Our mission is to work for the Customers we serve by supplying the equipment
they need and after-sales service they dream.

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PROCESS FLOW OF SERVICES

Customer

Call directed to relevant

Customer Shares his

Nabsons shares feedback related to customer

requirements
Negotiatio

Issuances of

Equipment issued to customer from

Equipment not available is imported from around

Complete equipment is delivered to the

After Sales

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EXAMPLE OF SERVICE
Vanguard Holdings (Arbor) calls in Nabsons to provide them with complete kitchen
equipment which includes (Rational Ovens, Pitco Fryers, Henny Penny equipment
etc.) They are connected with Nabsons CSM department where Arbor provides
their complete desired list of equipments and their requirements. The Nabsons
CSM department firstly explains to Arbor how they will be helpful to them and
creates a desirable image in the mind of the customer of how their kitchen will
look like and the rite equipment that is needed by them.
Arbor also requires a cold storage facility this is where Nabsons FBS comes into
perspective and this is how the departments are interconnected with each other
where there is more than one requirement of the customer which includes more
than one department. Negotiation is than done by the customer in order to have
consensuses on the price and once done the PO is issued to Nabsons for the
related equipment.
The already available equipment is provided to the customer from Nabsons
Inventory whereas the equipment that is not available is than imported from
around the world and a timeline is provided to the customer. This is where
Nabsons ITA department comes in to perspective which is responsible for all
issues related to Admin, Imports & Trading etc. Once the complete equipment is
imported it is then delivered to the customer and his complete kitchen is set up as
per his desired request.
This is where Nabsons TSS department comes in to perspective which provides
the customer with the complete installation of the provided equipment and also
the aftersales services and any other issues related to equipment or machinery
provided to the customer.
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CHARACTERISTICS OF SERVICES
1. INTANGIBILITY: Nabsons is a service provider that provides services in the
B2B region. The services provided by Nabsons to its customers are
intangible because Nabsons creates (AIDA) with its customers. By providing
its customers Alternate, Interesting, Desirable and Actionable services
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Nabsons has managed to create its reputation and positive brand image in
the market.
2. HETROGENEITY: Nabsons being a B2B service provider can never keep
heterogeneity in its services. For example: if Arbor who has already taken
the services of Nabsons for its last 3 kitchens comes back to Nabsons and
requires them to cater them again for a new kitchen for their forth outlet.
The Services provided by Nabsons will automatically be the same for its
loyal customer for whom they have already provided services on last 3
occasions as Nabsons will already know the current requirements and
aftersales requirements for this customer. Whereas if Xanders comes to
Nabsons for the first time requiring Nabsons to develop their kitchen for
their outlet the services provided to them will automatically change.
3. PERISHABILITY: Nabsons services the B2B market and for those Nabsons
aftersales services are perishable. For example Nabsons has set up the
complete kitchen for its client so the after sales services will be continues
and from time to time for a certain period of time like (6 months) after
which the after sales services will automatically be on need to need basis.

CLASSIFICATION OF SERVICES
1. MARKET SEGMENTS: Nabsons Pvt Ltd is a service provider that has a
monopoly in the B2B segment of the market. Nabsons is the only company
in Pakistan that has the authority to import equipment of certain companies
such as (Rational, Henny Penny, Middleby Marshal, Pitco etc.) Nabsons Pvt
Ltd caters to the complete B2B market segment of Pakistan.
2. SKILLS OF SERVICE PROVIDER: Nabsons Pvt Ltd has the highest level of
skill sets in all service providers in the B2B market segment in Pakistan.
Nabsons masters in providing the B2B market segment of Pakistan with the
most highly, renowned, expensive and heavy equipment to its customers. It
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has the expertise to import, install and also provide aftersales services for
any such equipment in Pakistan.
3. DEGREE OF CAPITAL INTENSIVNESS: Nabsons Pvt Ltd is a company
which is capital intensive to the highest level in the B2B market segment of
Pakistan. But it provides its employees with the most updated and most
relevant trainings related to the products it deals in and not only in the
products but it also provide its employees with the highest level of customer
service trainings possible. Nabsons has also sent its employees for such
trainings abroad to countries such as Malaysia, Turkey, and China etc.
Nabsons has an ongoing process of employee training where they keep on
sending their employees for trainings and workshops in Pakistan and abroad
in order to keep the highest level of customer services and provide its
customers with the best service possible.
Nabsons also provides its employees with short term loans which are
deducted from the employees salaries on a predefined term of payment
allowing its employees to deal with their financial issue and also save up for
their future by providing them the facility of Provident funds. Medical for
employees and their immediate family members is one of the basic facilities
provided by Nabsons making them a labor intensive B2B organization.
4. DEGREE OF CUSTOMER CONTACT: Nabsons has the highest degree of
customer contact because Nabsons is the only B2B company in Pakistan
that has the authority to provide its customers (Franchises such as Dominos,
Xanders, Arbor, Hardees, 14th Street) to name just a few, with the right and
required equipment which is a requirement to be followed by the
international franchise around the world.
5. DEGREE OF REGULATIONS: The degree of rules and regulation followed
by Nabsons Pvt Ltd is of the highest level when it comes to providing
services to his customers. Nabsons being the only B2B Company that is
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allowed to import certain equipments that are required by different

business in Pakistan Nabsons has to follow and fulfill number of rules and
regulations for importing these equipments rules and regulations not only
of Pakistan but also of its business partners internationally.

SERVICE TRIANGLE
COMPANY

Internal
Marketing

Internal
Marketing
between
employees
and company EMPLOYEES
is done
through SOPs.

External
Marketing

COMPAN

Interactive

External
Marketing
between the customer
and the company is
CUSTOMER
done through word of
mouth.
CUSTOM

EMPLOY
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Employees and Customers are

interactive
as
customers
provide their requirements and
employees fulfill them.

Ps OF SERVICE MARKETING
PROCESS: The Process required to carry out the service availability is one of the
most important Ps in Nabsons and for that Nabsons has multiple departments
working in sync together to streamline and provide the highest quality of services.
PHYSICAL EVIDENCE:

The Physical Evidence is another one of the most

important Ps where Nabsons takes pride in providing its employees with the most
relaxed and friendly environment. As Nabsons is in B2B services which at times
can be very channeling and hectic so looking after its employees and providing
them with an ambiance which provides piece of mind and relaxation is very
important so that the employees work to their full potential.
It is also important to Nabsons because not only employees but the customers
who visit the company feel that the ambiance and services provided are of top
quality.
PEOPLE: for Nabsons people are the customers who use the services made
available to them, so that they are interested in using the services. Every effort is
made to increase the benefits offered by the services so that customers have
interest in using the services.
People look for vale-for-money i.e. the sacrifice they make in terms of money to
avail the service and Nabsons provides more than the value or benefits offered by
the service. Front stage people play a very important role as they are involved in
direct contact with the customers.

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SWOT ANALYSIS

TOWS ANALYSIS

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CONCLUSION
We hope that this report will help you in understanding the workings of Nabsons
Pvt Ltd and help you gain in-depth knowledge along with the nature of business
and type of services `offered by Nabsons Pvt Ltd.

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