A

CASE of

Mobile Hair Dresser

Introduction
Mr. Shetty started the concept dial a barber a premium saloon with all the frills in a city ( city could be your choice) The Mobile saloon: A Tempo traveller were reconverted in to luxury saloon. With airconditioners, loft tanks, spick & span interiors

and quality of cosmetics.

barbers happen also to be drivers, dressed in neat white apparel. Nine employees:

7 Barbers,
1 Receptionist Ms Kothari, 1 Manager Mr. Murli

Cont The barber were recruited from good saloons in the city. Their compensation package is (50:50), fixed and variable + Tips from customer. Target Customer Software professionals. Young urban executives. Residing in posh areas of the selected City. Operation area Select 5 to 6 operation areas according to your City Operation time Early morning 6 a.m. to 9:30 p.m. at night. ( Except Monday) Break from 11 a.m. to 4 p.m.

Advertising of Mobile Hair Dresser

Print advertisement through pamphlets. Moving advertisement on Mobile vans. Word of mouth ad.

Other alternatives for advertisement

Local cable advertisement. Local newspaper. Inserts in Sunday newspaper. Hoardings.

Number of vans:
7 Tempo travellers

Pricing policy

Services
Hair cut Hair styling & cut Shave Facial Hair Dying

Rate(Rs.)
100 200 75 150 200

Revenues from services

7% Hair cut Shave Facial 55% 20% Styling Dying

8% 10%

Day wise demand

DAYS AVERAGE CALLS

Tuesday Wednesday

65 70

Thursday Friday
Saturday Sunday

70 75
110 140

Time taken for each operation

Service Hair cut Shave Facial Styling Dying Time taken(Min.) 20 10 60 20 40

PHYSICAL EVIDENCE

Good voice of receiver

Well dressed AC, Quality Cosmetics, cleanliness

Van comes at Customer point

Neat & clean Apron, towel, Good smile & Sheer service
Operations of Demanded services

Finishing of demanded service, Change of money

Paying money Tips

Out look of van, Printed Advertiseme nt on van

CUSTOMER ACTIONS

Phone call to for service

Departure of Van

Line of interaction

ON STAGE CONTACT PERSON

Line of visibility

Welcomed by Barber

Customized service

Thanks to customer

BACK STAGE CONTECT PERSON

Line of internal interaction

Greet & take Order

SUPPORT PROCESSES

Registration & Enter data in computer

Facilities at van, ACs, Water tank Cosmetics, Towels, Aprons, Tools.

Service Blueprint of Mobile Hair Dresser

Development Cycle of Mobile Hair Dresser

Full-scale launch Post-launch review

Full Launch

Enablers

Development
Considerations in area objective / strategy Idea generation: Reach to customer in 30 min. Concept development and testing

People
IT

Service design and testing Process and system design and testing Marketing program design and testing Personnel training Service testing and pilot run Test marketing

Professionals

Product (Service)

Technology
Mobile van

Systems
Telephonic communication

Tools

Design

Analysis
Behavior analysis Measurement of satisfaction Research

Current issues
How to service the customers in time. Time delay to reach at customer destination. Refusal of order due to shortage of vans at holidays. Consumptions of more time in to some services like Facial Only one customer being served at a time.

Some time loyal customers have to wait for long time or

refused order

Answer the following

Select a particular brand name for the Mobile Hair Dresser

Answer the following

Design the exteriors of the Van for WOM publicity and visibility in the city. ( emphasize on the colour scheme, textures and logo used which creates awareness)

What should the mobile hair dressers do to reduce the customer complaints?

To meet customer complain solve the following :

1. Manage time by schedule. - Standardization in routing. (Area wise) - Estimation of time by each destination. - Prepare map of area and route. - Calculation of cost of travel by each route & savings in time. 2. Training barbers for better time management.

Should they go for the ladies beauty segment now or later?

Suggest an appropriate Future plan for the Mobile Hair Dresser