Roles and responsibility of marketing within Burger King
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This report describes the significance of marketing and its interrelation with other functional units of organisation. It considers the case study of Burger King and compares it with McDonald on the basis of marketing mix elements.
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TABLE OF CONTENTS INTRODUCTION..........................................................................................................................1 LO 1.................................................................................................................................................1 Roles and responsibility of marketing within Burger King........................................................1 Marketing relation to wider organisational context...................................................................3 Marketing roles in marketing environment context...................................................................4 Importance of interrelationships between other functional departments and marketing...........6 Critical analysis of key elements of marketing and interdependency between marketing and other departments of Burger King...............................................................................................6 LO 2................................................................................................................................................8 Comparison between Burger King and McDonald on the basis of 7 elements of marketing mix .....................................................................................................................................................8 Tactics used by Burger King to achieve business objectives...................................................11 LO 3..............................................................................................................................................11 MARKETING PLAN FOR MEETING BUSINESS OBJECTIVES OF TRAVELODGE.........11 CONCLUSION.............................................................................................................................14 REFERENCES.............................................................................................................................15
INTRODUCTION Marketingis defined as an integral component of organisational success.It aims at developing aplan as per the needs of organisation and behaviour of consumers and marketing trends sothatprofit margins can be maximized and brand value of organisation can be enhanced. The inefficient marketing plan can put the growth of organisation at risk. Particularly in hospitality industries where each and every operational activities is judged by the customers (Abratt and Bendixen, 2018). The report will describe the significance of marketing and its interrelation with other functional units of organisation. It will consider the case study of Burger King which is an American multinational company and is one of the popular fast food restaurant famous for its hamburgers. Currently it has 15000 stores all over the world. The report will compare the Burger King and McDonald on the basis of marketing mix elements. Further the document will also provide a marketing plan for hospitality organisation of given case study. LO 1 Roles and responsibility of marketing within Burger King Organisation chosen:Burger King Operational activities:The organisation was founded in 1953 and its head quarter is located in United states. At present organisation receives worldwide revenue of around 1.22 billion dollars (Burger King - Statistics & Facts, 2018). The food chain is growing continuously through its effective marketing strategies. Its marketing team accomplishes following responsibilities. Roles & responsibilitiesImplementation inBurger King PromotionThe marketing team ofBurger King develops strategies for promotingtheorganisationsothatitsbrandvalueis maintained. The marketing department ensures that every targeted customers is aware with name of organisation and recall only Burger King when they think about hamburgers or fast food. This department conducts market research so that effective promotional methods can be used. Service managementMarketingteamalsoprepareguidelinesformethodsof 1
providingserviceswithhighqualitystandardsand innovations. It helpsBurger King to make itself unique and superior from other competitive organisations. Customer managementTheaimofmarketingistodevelopstrategiestoretain customers for long term as well as to attract new customers. MarketingdepartmentofBurgerKingmonitorsthat customers do not face any difficulty in services. For this purpose company also strictly review its performance and feedbacks (Kaufmann, 2014). SellingTo increase the profits by raising sales marketing department formulates attractive policies which encourages customers to buy more products. TheBurger King marketing strategies focus on price, distribution and product related factors to enhance its sales records. Marketing relation to wider organisational context 2
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(Source:Marketing Organization Chart, 2018) The product manager in the marketing team has to establish coordination with other departments. In order to finalise any product specification its price, execution, operational cost and possible risks must be analysed. This is possible only when marketing team has regular interaction and coordination with other functional units. Marketing research team also plays important role in success of the company (Baker and Saren, 2016). This team conducts various researches and analyses the performance ofBurger King as well as its competitors. It gives innovative strategies to company so that it can sustain its position in competitive market environment as well. For example with marketing research the organisation can analyse the facts which influences the customers and reasons due to which customers are disappointed with company. The analysis of these facts will help organisation to improve its performance. Marketing roles in marketing environment context RoleResponsibilitiesInterrelation with marketing 3 Illustration1: Organisation chartBurger king
environment AdvertisingMarketingfunctionalunitof BurgerKinghaseffective strategytopromotetheir productandservicessothat organisationcanachieveits salestarget.Themarketing personnelsalsomonitorsthe latestmarketingtrendsof promotionsothatitcan approachwiderrangeof audience. Theadvertisingtrendsand strategies ofBurger King are greatly influence by marketing environment.The technological, economical and social factors can decide the modeofadvertisingin particular market segment. On the other hand advertising is alsoaffectedbymicro environment factors like nature of customers and competitors (Bowie,Buttle,Brookesand Mariussen, 2016). For instance mostofthecompetitorsof BurgerKingarecurrently using social media and digital marketing for promotion thus to achieve goals organisation must also adopt these modes of advertisements. Brand value managementBrand value plays a key role in determining and sustaining the successandpopularityof organisation.Marketing departmentofBurgerKing aimsatregularlyimproving the quality of services so that the organisation can become a Brandvaluemanagementis interrelated with the marketing functions.Themarket researchershaveabilityto analysethepreferencesof differentcustomersand advancements which can help organisationtomeettheir 4
globalbrandname.This managementhelps organisationtomanageits business activities all over the world instead of any specific region only (Kaufmann, 2014). When Burger King has higher brand value then company can open its outlets in any corner of the world and can get huge response from the customer. objectives. The customers and relationswithsupplierscan play a crucial role in making the brand popular. The macro environmentfactorssuchas social,politicalandlegal factors can greatly affect the brand value management. For instance if company will fact any legal issues then it will surely have adverse impact on its performance and brand. Customer retentionCustomersarethekeyto success for any business. For achieving business goals it is necessarythatsatisfactory servicesareprovidedto consumers. Marketing plan of BurgerKingfocuson requirements of its customers. The organisation is very strict towardsreviewsofits consumers and consider these feedbacks for its improvement. For example to facilitate the serviceexperience organisationprovidesonline booking, cashless payment and home delivery services. Themarketingenvironment playsanessentialrolein affectingthepurchasing characteristicsofconsumers. Marketingteammust understand this behaviour. The socialandenvironmental factorswillaffectchoiceof customers. Similarly, ifBurger Kingwillhavefastand efficientsupplierand distributionchainthen customer will experience good qualityservicesandwillbe retained for long term despite ofstrongcompetitionform other organisations. 5
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Importance of interrelationships between other functional departments and marketing Marketing andresource allocation department: During the promotional events and customer retention activities of marketing department interior and architecture ofBurger King greatly affects the marketing goals. For instance; the architecture and service equipments like crockery and sitting arrangements must be comfortable and pleasant. If these will not be pleasant then customers will not visit again restaurant and it will cause loss to organisation. Marketing team uses the attractive images of its organisation for promotion so that people can be attracted (Solomon and et.al., 2014). This interrelation is essential for improving the quality of services and to increase sales. Marketing research team makes plans that how they can make their company more attractive for consumers as well as for staff members so that its brand management goals can be accomplished. Marketing and operational department: The operational activities ofBurger King also have interrelation with the marketing events. Many customers prefer organisation because of its brand value and method of executing its operational activities. For example earlier company was using only cash mode for payment. But when marketing team analyses that sales can be increased by offering home delivery and online order management and payment system, they changed their operational mode. It brings significant increase in the performance of Burger King and also provide it huge opportunity to explore the global market. This interrelation helped organisation to expand its market segment and targeted audience (Scarborough, 2016). Critical analysis of key elements of marketing and interdependency between marketing and other departments ofBurger King Key elements:The key elements of marketing covers all the aspects of marketing functions. These elements consider the various aspects of products and services provided by organisation. It includes elements like price, product innovations and specifications, as well as the promotional strategies which can be used by organisation for promotion. It also includes the description of target audience and concepts like market segmentation which can improve the performance of Burger King. The processes used by the organisation for executing its services also serves as an important criterion of success. 6
Marketing and human resource (HR) department:The organisation functions can be executed with high efficiency it is importation for Burger King to recruit skilled human resources. If HR and marketing department will not coordinate with each other than company may not get required talent pool. It will affect the consumer satisfaction also because behaviour of employees is one of the key factors in performance evaluation (Hunt, 2018). The interaction between human resources and marketing will also enable organisation to represent itself as highly skilled team. For instance if HR department is not known that marketing team need some technical experts then the new recruited employee may not meet the expectations of marketing team. It will lead to unnecessary wastage of organisational resources and time. Risk management and analysis department:Product and price analysis are basic evaluation parameter for marketing department. However, before implementing any policy marketing department must discuss the strategy with risk management so that in case of failure organisation may not bear non-recoverable losses. The lack of interrelation between both of these departments will reduce the problem solving skills of company and Burger King will not be able to sustain its success for long duration. Marketing and customer relation functional unit:Marketing team makes every possible effort to establish a coordination between customer satisfaction and profit margins of Burger King. Though marketing team analyses sales records and its performance for evaluation of customer's behaviour but it will not be able to get actual analysis without interacting with customer relation managementteam(CRM)(LovelockandPatterson,2015).Thecustomersprovidetheir complains and suggestions to CRM thus if both of these units will not work together then Burger King may fail to create high brand value. Technical and marketing functional units:According to present scenario due to technical advancements this interrelation is getting important day by day. For example, if consumer of Burger King face difficulty in online payment or order booking then marketing team must communicate this issue with technical team. Similarly, data security concerns are also vital for company to address (Kasemsap, 2018). The lack of this interrelation can completely abolish the present working system of Burger King which greatly relies on technology and networking. 7
LO 2 Comparison between Burger King and McDonald on the basis of 7 elements of marketing mix Marketing mix elements (7P's) Burger KingMcDonald ProductBurger King follows concept of “Have it your way”. Thus, customers can have variety of optionsineachorder.To diversifyitsproductitalso sales beverages like coffee and drinks.Totargethealth consciouspeopleitalso providesgoodoptionsinits menu. McDonald have large portfolio for its product range. It follows the theme of “Think global and actlocal”.Thecompany follows standardised products at its all outlets but in order to address the cultural differences it also served local or adapted products.ForexampleBig Mac is standardised products but it also serves products like MacArabiaorMcLobster whicharelimitedtoonly specific regions. PriceItfollowspsychological pricing strategy like its prices has last digits .99. In response to the economical challenges the company has more focus on budget friendly schemes. It followsmarketorientedand bundlepricingmethods. According to these approches its prices are based on factors likesupplyanddemand, For price strategy McDonald use local approach instead of global. The McDonald prices areaccordingtoeconomic statusofthecountryand society in which it is operating. Thus, for attracting developing or low income value countries its prices are kept low so that morecustomerscanbe attracted.Anotherattracting 8
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competitorsaswellas attractive offerings on bundle or combo purchasing. strategy used by the company is that its prices are decided by itsfranchisesandvarious combopackswhich encouragesmorepurchasing (Scarborough, 2016). PlaceBurger King is also globally operatingorganisation.For distribution purpose along with physical stores it uses websites andmobileapplicationsas well.Homedeliveryoptions andonlinebooking distributionhasprovided organisation great boost in its performance. Thecompanyoperates globally and aims at expanding itsbusinessindeveloping countries in which still there are huge growth opportunities. Initsrestaurantsitprovides servicessuchasWi-Fi, playgrounds,automaticorder machinetoprovidemore facilities. PromotionFor creating awareness among customers the company does notuseanycustomized approachlikeMcDonald. Rather, it uses mode such as salespromotion,public relationsandadvertisements. The company also participate incharityeventssuchas scholarship assistance to create and increase its social brand value (Jussila and et.al., 2015). Thepromotionstrategiesof McDonald are also diversified sothattheycancreate significantimpactonevery customer.Forexamplein England it uses English Soccer players in its advertisement but inFrancetocreatemore impact instead of using same advertisementit used French Soccer player. PeopleThe company recruits skilled employeesandfocuson McDonaldvaluesthe feedbacks and suggestions of 9
delivering products which are ingreaterdemandbyits customers. its customers. It also ensures that its employees are highly trainedand efficientin their job roles. To provide quality servicestoitsconsumers organisation has options on its website so that customers can provideratingsand suggestions.Toenhancethe serviceexperiencethe company is also planning to provideondeskserviceor automatic machines. Physical evidenceThe company effectively use socialmediatoincreaseits presence among customers. Its brand name and symbols can easily be observed on banners, glasses and other promotional mediums. The company makes effective attempts to create its physical evidenceallovertheworld. For example in its every store theorganisationusessame interiorlikeredandyellow colourandthestatueof McDonaldwhichgives standardisedformatofthe company.Apartfromthese aspects the company maintain pleasant surroundings and its logo, tag-lines and name can easily be identified by people at different places. ProcessBurger King aims at increasing its sales so that it can generate Atpresenttheorganisation followstandardformatof 10
more revenue. To ensure that quality services are provided toconsumerscompany regulate the continuous flow of resources. providingservices.The operational team ensures that waiting time is minimum and company'sproceduresare cleared(Bowie,Buttle, Brookes and Mariussen, 2016). Forexampleatpresent companyisnotservingon deskbutprovideshome deliveryoptionsothat consumerscangetservices anytime. Tactics used by Burger King to achieve business objectives The two major tactics used by the organisation for achieving its goals are as follows: Tactic 1: Analysis of purchasing behaviour of customer Burger King establishes relation with its consumers by personalized emails and social media. By analysing the purchasing and choice preference behaviour of customers the company can develop effective strategies. These strategies help company to achieve its objectives by minimizing the risk of failures. Tactic 2: Intelligence gathering about competitors and customers To improve performance Burger King interacts with its target audience that which qualities of company are good and which needs improvement (Abratt and Bendixen, 2018). The reviews from employees can also be helpful for the company to regulate its operational activities efficiently. The ethical consideration must be followed during analysis. To develop the pricing strategy and other performance criteria company also conducts regular market research on its competitors. 11
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LO 3 MARKETING PLAN FOR MEETING BUSINESS OBJECTIVES OF TRAVELODGE The marketing plan for Travelodge is described below:- Introduction:Marketing plan provides strategic direction for achieving the business goals. The marketing plan will analyse the elements of marketing mix so that Travelodge can ensure the success of its new range of services. It will also evaluate the impact of segmentation, targeting and positioning of its services. Executive summary:The marketing plan will help Travelodge to achieve its sales target for its premium launching rooms. The marketing plan will describe the marketing strategies which can be used by the organisation to achieve its objectives. Organisational overview:Travelodge is one of the leading hotel chain industry based in UK. At present the company owns around 500 hotels in United Kingdom. The organisation also operates in different countries and holds the capacity to become a giant in hospitality. Objectives and goals:To make new premium economy rooms of the company a great success and to enhance their numbers by 1000 with maximum number of facilities for the customers. Mission and vision of company:The vision of the company is to provide hospitality services at minimum cost to its consumers without compromising the quality and number of services. Segmentation and targeting:Travelodge can achieve maximumbenefits if its market is segmented. The company can explore its services by segmenting marketing regions and targeting selected audience. Segmentation:Currently the company has segmented its market on the basis of preference of consumers instead of their geographical locations. Targeting:The company has targets its products on the basis of customers. For instance the recent economic rooms aims at consumers who give priority to price. On the other hand the luxury rooms aims at high profile consumers. Positioning:To position the new budget rooms the company is using its concept of budget and economic rooms. The promotion with the concept of budget friendly Travelodge is positioning its services among people who earlier used to keep a distance from the company. 12
Budget:The company must ensure that availability of resources before accomplishing marketing strategies. The social media and radio promotion must have specific budget sanctioned so that operational cost does not exceed the planned limits. The company has planned to provide budget rooms in cost of£25-49 so that cost limitations does not prevent buyers from using services. Marketing mix elements Business objectivesMarketing mix element TacticsMonitoring and evaluation Tomaintainthe qualityand innovations in product ProductInsightfromthe consumer behaviour Productsqualitycan bemonitoredby feedbacksand responsefrom customers. To achieve sales targetPriceLeadersmustbeon board Salesanalysisand performance evaluation can monitor the price element. Toaddresseach possibletarget audienceandto convince them to use servicesof Travelodge. PromotionSocial media and radio marketing Thepopularityin digitalmarketingor social media tools like pay per click or search engineoptimization canprovideits evaluation. To enhance the brand value ofTravelodge. PeopleCustomerinteraction strategy It can be monitored by employeeand customersatisfaction or by feedbacks. To provide qualitative services. PlaceEstablishingbasic goals and plans Feedbacksfrom consumers 13
To sustain growth and development. Physical evidenceLearnings from social media outcomes Brandawarenesscan beusedastoolto measureandmonitor this factor. Toimprovethe functionality with high level of accuracy and efficiency. ProcessUnderstanding benefits Competitiveanalysis andsuggestionfrom stakeholders. CONCLUSION From the report, it can be concluded that it is impossible for the organisations to achieve success without marketing strategies. The report has explained the roles and responsibilities of marketing functions. It has also described the dependencies and importance of marketing and other functional departments of organisation. The document has discussed the marketing mix elements by comparing organisations like Burger King and McDonald. It has also developed marketing plan to emphasise its importance in business activities. Thus, it is recommended for organisations to put sufficient effort in marketing strategies and their execution. 14
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REFERENCES Books and Journals Abratt, R. and Bendixen, M., 2018.Strategic Marketing: Concepts and Cases. Routledge. Baker, M.J. and Saren, M. eds., 2016.Marketing theory: a student text. Sage. Bowie, D., Buttle, F., Brookes, M. and Mariussen, A., 2016.Hospitality marketing. Routledge. Hunt, S.D., 2018. The prospects for marketing strategy and the marketing discipline in Era V: is the prognosis promising or problematic?.Journal of Marketing Management.34(1-2). pp.86-95. Jussila, I., Tarkiainen, A., and et.al., 2015. Individual psychological ownership: Concepts, evidence, and implications for research in marketing.Journal of Marketing Theory and Practice.23(2). pp.121-139. Kasemsap, K., 2018. The roles of corporate marketing strategies and brand management in the globalretailindustry.InDigitalMarketingand ConsumerEngagement:Concepts, Methodologies, Tools, and Applications(pp. 294-325). IGI Global. Kaufmann, H.R. ed., 2014.Handbook of Research on Consumerism in Business and Marketing: Concepts and Practices: Concepts and Practices. IGI Global. Lovelock, C. and Patterson, P., 2015.Services marketing. Pearson Australia. Scarborough, N.M., 2016.Essentialsof entrepreneurship and small business management. Pearson. Solomon,M.R.,Dahl,D.W.,andet.al.,2014.Consumerbehavior:Buying,having,and being(Vol. 10). London: Pearson. Wright, L.T., Wright, R. and Kooli, K., 2016. Business marketing concepts and cases.Journal of Business & Industrial Marketing.31(8). pp.1017-1018. Online BurgerKing-Statistics&Facts,2018[Online]Accessedthrough <https://www.statista.com/topics/1460/burger-king/> 15