BACKGROUND LAYOUT CBP SERVICE DELIVERY SERVICE ENCOUNTER

Farhana Ishak 811026 Hafizah Zainal 811031 Maliani Mohamad 811049 Suganthi Rajaya 811115

SNOGURT VS TUTTI FRUTTI

CASE STUDY : JITRA 3 OUTLETS

IMPORTED YOGURT MIX POWDER FROM ITALY

TAGLINE : THE HEALTHIER FROYO, MORE DELICIOUS, MORE FUN

OCT 2010-BEEN INTRODUCED & 1ST OUTLET

START UP INVESTMENT RM 400,000 & FRANCHISE FEE RM 80,000 FOR 5 YEARS

NAZA TUTTI FRUTTI (M) SDN BHD is a Master License Holder for Tutti Frutti Frozen Yogurt in Malaysia, Singapore, Cambodia, Brunei, Thailand, Middle East and African countries. . .

October 2009 -first corporate outlet in Sunway Pyramid

February 2010 add 4 more corporate outlets and a distribution centre

2010-2012- 100 outlets in operation nationwide

STORE

TOILET
Dispenser area

Attractive corner

STORE

STORE : FOR INVENTORY STOCK & RAW MATERIALS (CANNED FRUITS,DRY TOPPINGS) ATTRACTIVE CORNERDECORATED CHEERFULLY
ATRRACTIVE AREA-SOFA BED DISPENSER AREA-SELF SERVICE

cashier

Attractive area

CASHIER-FRONT COUNTERTOPPINGS SNOGURT. OPEN AREA-CAN SITTED 8 CUSTOMERS.INSIDE CAN SITTED 32 PEOPLE (8 TABLES)

Open Area

ROOM

STORE

TOILET

cashier
Attractive area

STORE : FOR INVENTORY STOCK & RAW MATERIALS (CANNED FRUITS,DRY TOPPINGS) ATRRACTIVE AREA-SOFA

Dispenser area

DISPENSER AREA-SELF SERVICE CASHIER-FRONT COUNTERTOPPINGS SNOGURT. OPEN AREA-CAN SITTED 24 CUSTOMERS INSIDE CAN SITTED 20 PEOPLE

STORE

Open Area

TELEVISION

WIFI

TUTTI FRUTTI

HEALTHY

OPEN VIEW

SOFA BED

MAGAZINE CORNER

MUSIC

SNOGURT

TELEVISION

WIFI

SNOGURT
Time Reduce waiting time self-served service concept

TUTTI FRUTTI
Reduce waiting time self-served service concept

Place

Near shopping complex Near shopping complex Attractive decoration; pink and white Open wide view-strategic location Provide user manual; 3 steps to enjoy your self serve Snogurt 2 Television Wifi Magazine corner 1 Sofa bed Music Franchise outlet Provide user manual how to selfservice 2 television Wifi

Information

Entertainment

Exchange

Franchise outlet kiosk

Form

Public awareness about frozen yogurt healthy nutrition's

Shows as a healthy ice cream filled with nutrient cultured dairy product.

 GAMBAR2 CBP YG ADA PADA OUTLETS

 GAMBAR2 CBP YG ADA PADA Located OUTLETS at Kiosks &outlets

Located at Kiosks 38 outlets in Malaysia Most of the outlets located in the middle of the building and shops area Malaysia

FACILITY LOCATION & LAYOUT

More than 100 Tutti frutti in Most of the outlets located at the corner lot of shops More outlets create easy access for its customers

servicescape

PROCESS & JOB DESIGN GAMBAR2 CBP YG ADA PADA OUTLETS

The staff need to follow the daily routine flow

to ensure the business can be done efficiently.

Management create serving instruction for its customer which will make the queuing process smooth and quick.

TECHNOLOGY & INFORMATION SYSTEM

GAMBAR2 CBP YG ADA PADA OUTLETS

Trained employees

High contact service system

Employees recognition

Service recovery

TRY IT YOURSELF, WHICH YOU LIKE THE MOST?