Note On Service Excellence Online Case Study Help

Home >> Business >> Note On Service Excellence

Note On Service Excellence Case Study Solution and Analysis


NASCAR (National Association for Stock Car Vehicle Racing) is an organization conducting series of Stock Vehicle racing in United States and acting as a sanctioning body for driving the rules for Stock Automobile Racing. 2) Stock Automobile Racing by NASCAR is the second largest spectator sport, with greatest number of sponsors. 1) The other sources of earnings for Note On Service Excellence Case Study Solution consists of; 10% of the total revenue from tv rights, approving charges i.e. $1-2 million per race, and licencing NASCAR brand to companies.

NASCAR has a closed corporate culture with the non-interventionist approach. This non collaborative method brings stress in the sport. The building of Cars and truck of Tomorrow by Note On Service Excellence Case Study Help, with an intent of security for the motorists, brought different tensions among the stakeholders of the sport.

The interaction audit, carried out in 2010, revealed that despite the truth that the organisation highly rely on the communications in between its stakeholders, there was no recognizable company communication strategy. (

The audit mentioned different lacking of NASCAR in regards to absence of internal combination, lack of fan management technique and absence of digital and social media of marketing. The business has complex community with independent tracks, groups and motorists. This structure with closed business culture bring different challenges in accelerating a change. Other partners in environment includes the media networks i.e. television and radio, and corporate marketers.

Note On Service Excellence Case Study Help audiences was highly loyal to the sport and the brands connected with the NASCAR, making it appealing for sponsors and business online marketers.

Problem Declaration.

The company is presently facing the problem of decreasing rates of presence at racing tracks and rates of tv viewers. This can put a considerable influence on its revenues from sponsors, media rights, and from other sources of revenue.

Situational Analysis.

The company was quite effective till 2005 with its traditional marketing techniques, but soon after 2005 the company begins dealing with numerous issues consisting of decrease of its fan base. Numerous external along with internal factors are responsible for the decrease. Internal aspects include; insufficient investment in social media and other digital medias of.

Fan base of NASCAR comprised of married males with an average age of 47, which passes their fandom to their youngsters and create generational commitment. But the household system in America was changing leading to reduction of influence of married male fan base over their youngsters. In addition to it understandings about cars and truck was likewise changing with perceiving vehicle a car to reach at point B from point A, rather than as an enjoyable project. Other difficulties for Note On Service Excellence Case Study Analysis includes the shift of its fans to other sports as they were enhancing their fan's experience enabling access to their broadcasts out of the houses through jumbo turns, Wi-Fi gain access to, etc. These all challenges were tending the company to revise its marketing techniques.

SWOT Analysis.


In SWOT analysis, strengths defined as business's qualities which are different from its competitors. These are business's core proficiencies on which business efficiency or company success based on. Note On Service Excellence Case Study Solution core competencies includes it has rights of dictating guidelines as sanctioning body. Guidelines and policies regarding professional stock car racing are dictated by NASCAR like if any group with needed skills and resources can enter into races by following guidelines and policies dictated by NASCAR. So NASCAR has monopoly it this element. Its strengths also consists of that it has title of second biggest spectator sport in the United States with having more fortune 500 sponsors based in United States. Its races were used to broadcast in more than 150 countries all over the world with more than $56 million incomes. The main sources of their revenues originate from television rights, sanctioning fees, sponsorship and licensing. It has longest season of 10 months and having ownership of 3 nationwide series i.e. Outdoor camping World Truck Series, the Sprint Cup Series and the Nationwide Series. It has also large resource of fans and business sponsors. All the occasions of NASCAR are sponsored by corporates since of biggest brand name commitment of fans towards brand names marketed by Note On Service Excellence Case Study Solution. (See Appendix A).


Weaknesses of NASCAR includes its close culture which is non collaborative. Note On Service Excellence Case Study Analysis develops Vehicle of Tomorrow without collaboration so result is that chauffeurs did not like that idea. It was also discovered that NASCAR had no reliable method for business interaction.


NASCAR typically utilized to rely on traditional media sources like local newspaper for publicity of its sports. NASCAR likewise came to understand from these conventional media outlets that sport was difficult to cover. When sports fans were asked concerning popular stars and stars then NASCAR motorist was not discovered even in top twenty reactions.


Economic down turn was experienced in late 2000 which can be hazard for NASCAR since if there is financial down turn then people would be having less return on financial investment. Economic down turn likewise results in increase fuel prices which likewise impacted NASCAR. Now if NASCAR make substantial investments in new segments which are based on brand-new customers then it might face negative remarks from its core fan base.

Porter's 5 Forces Analysis

It is crucial to comprehend industry in which business is working due to the fact that NASCAR's bottom line i.e. net profit is heavily depends on this. There are 5 forces that are utilized to identify success, intensity and attractiveness of NASCAR organisation.

Competitive Competition

This force shows ability of competitors. Teams usually represents sponsors in NASCAR and the medium of advertising is motorists. Therefore it can be stated that motorists and race cars and trucks are rivals. If they got much better opportunity in terms of prizes and television direct exposure, these drivers can go versus Note On Service Excellence Case Study Analysis. Then audiences can move to those other fascinating automobiles and motorists, if audiences take pleasure in other race cars and trucks and chauffeurs more than NASCAR. NASCAR might be having hazard from its two direct rivals that is Solution 1 and Moto GP. They need to develop competitive benefits for chauffeurs so they do not shift to other rivals.

Supplier Power

If company shifts from one provider to another, the supplier power indicates the number of suppliers are offered in market and what is the expense associated with supplier. Since chauffeurs with required resources and abilities are restricted, in this industry there is supply monopoly.

Buyer Power

This force is concerning to customers that is it simple for consumers to move to other products. Then consumers are less most likely to switch, if there is more changing cost is associated. When it comes to NASCAR customers are its viewers. Due to the fact that viewers will having low switching cost, audiences can switch to other competitors easily.

Risk of Substitution

Replacements are referred as alternatives. The replacements in this case can be other entertainment indicates like viewers can move to other sports. So there are vast array of alternatives are readily available in this circumstance which suggests that threat of alternative is high.

Threat of New Entry

It is defined as how it is simple for any business to enter in that particular market. When it comes to Note On Service Excellence Case Study Solution hazard of new entry is low. If any business requires to go into in this service than they have to make heavy financial investments, because. They require to build cars and racing tracks and also requires to pay substantial amount to drivers for changing.

PESTEL Analysis


As NASCAR is working in numerous markets so it needs to face different guidelines. It is also kept in mind that NASCAR has actually dealt with increased analysis concerning regulatory. Every federal government has various concern so NASCAR has to be prepared for it as priority can be shifted to other sector.


Economic aspects includes taxation rate, exchange rate, financial performance of that specific business, conditions of labour market, inflation rate etc. Fortunes of the NASCAR and its rivals can be impacted if there is federal government intervention in the marketing and sales sector. NASCAR can leverage abilities of workers to create brand-new opportunities and improve existing opportunities.


Every society is various from each other. Each has various social values and norms. It helps in comprehending regarding society and preference of consumers. Social aspects consists of traditions, culture, attitudes towards specific services and products, demographics, norms, interests and so on. It can be concluded that marketing through other ways instead of conventional (i.e. newspaper) can be chosen in this society.


In this case of NASCAR it can be kept in mind that business are heavily spending for research and advancement. NASCAR needs to likewise work on its media rights policy with Turner Broadcasting System.


Due to the fact that every nation has different legal terms and conditions, Legal plays a crucial function in every country. Note On Service Excellence Case Study Analysis needs to be make certain that they protect their legal rights in every county so any company does not hurt to its legal rights.


Environmental factors are likewise essential for every business. NASCAR requires to make sure that its automobiles are not producing pollution more than acceptable level.

7 P's of Marketing


The products of Note On Service Excellence Case Study Help in its item portfolio are; racing events tickets, racing tracks, sponsor's marketing, media rights, licencing NASCAR brand name, sanctioning guidelines for races and ad-space to business online marketers throughout broadcast of NASCAR races. (Hanlon, 2018).


Pricing method of NASCAR for its race occasions tickets is based upon the venue and value of the racing occasions. Along with race events tickets, NASCAR likewise charge different service charge to its stakeholders and makes earnings. For instance it charged approving fees of $1-2 million per race usually in 2005.


Advertising strategy of Note On Service Excellence Case Study Help is extremely based upon its fan base. A strong fan base share its fandom with others and increase the number of audiences for NASCAR races. Nevertheless, the company is not totally trusted its fan base for its promo and promote through regional radio stations too. The company has actually also adopted the retailing media of promo, in which the business sells merchandises with its logo.


NASCAR have its racing tracks in various cities in United States. The most crucial tracks of NASCAR consists of Atlanta Motor Speedway in Georgia, Car Club Speedway in California and Darlington Raceway in South Carolina. It tries to conduct its races in the majority of the cities in United States to understand nationwide appeal.


Nestle people method is comprised of providing much better experience to its audiences, its fan base and to all of its stakeholders. Individuals are a crucial element of Note On Service Excellence Case Study Solution A marketing strategy as its events are the source of entertainment for crowd. Its individuals method consists of efforts to offer much better experience to its Fans, Race Drivers, Crew, Event Organizers and so on, all of which come under people method of NASCAR.


A number of business procedures are required to carry out racing occasions in an efficient way. These procedures include; appropriate schedule of time, plan for spectators, offering tickets, arrangement of area for sponsors, managing logistics and so on. These all procedures contribute I developing NASCAR image, enhancing spectators experience and increasing fan base.

Physical Proof.

Most important physical evidences for the NASCAR consists of the existence of its racing tracks, stock vehicles and racing events. In addition to it, its merchandising brand names consisting of t-shirts, caps, goodies etc., also act as a physical proof for NASCAR.

Product Life Process Assessment.

The racing occasions by NASCAR was presented on June 19, 1949. At the very first phase competitors for NASCAR was low, as the rivals drove the vehicles comparable to the cars and trucks driven by common individuals.


After performing its first race effectively the company moved towards developing its own tracks. The first Note On Service Excellence Case Study Analysis based track, particularly the Darlington Raceway track, was initiated in 1950 in South Carolina. It was followed by facility of more raceways including Daytona International Speedway, which was opened in 1959. After the development of racing tracks the business moved towards relaying its races on tv in 1979. The very first occasion broadcasted on tv was flag-to-flag protection of Daytona.

In 1972, William France Jr., ended up being the president of NASCAR and n about 3 decades, he transformed NASCAR from a local Sport popular organization into one with global fan base. He initiated a brand-new era of profitable sponsorships and television agreements for NASCAR.


The maturity duration for NASCAR started with the efforts of William France Jr., with the business having large range of revenue sources. The business has about 500 sponsors with broadcasting its events in about 150 countries. The business has a great deal of tracks in the majority of the cities of United States.


The major causes of decrease consist of the monetary crisis of 2008, which increased the cost of arriving at tracks for audiences due to increasing fuel prices, and the moving of its fan base towards other sports.

Market Division.

The market division of Note On Service Excellence Case Study Analysis can be divided into 4 sectors; Geographic, Demographic, Psychographic and Behavioural. (Dutta, 2018).


The geographical segmentation of Note On Service Excellence Case Analysis is based upon the geographical existence of its tracks in different states and cities in United States, and the television broadcasting of its events in different countries. The business has 23 tracks in about 20 states of America and has tv broadcast through different Medias i.e. TNT, ESPN, ABC and Fox, in about 150 countries.This huge geographical division supplies the company regional as well as international fan base.


The demographic segmentation of Note On Service Excellence Case Study Help is likewise highlydiverse based upon the gender, earnings and age of the customer. To increase the demographic sector of its market NASCAR ought to revise its marketing methods to attract more age groups and lower its costs to go into in the market segment with a low average income.


NASCAR has a fan base with a commitment. NASCAR fans view it compulsive to purchase tickets and see the races as soon as in a week. NASCAR has attempted to increase the quality of its racing by presenting stage racing, they also have tried to lower costs and make the event more hassle-free by presenting live racing.


Behavioural division of Note On Service Excellence Case Study Help is based upon the behaviour of fans in terms of seeing the race reside on the tv or by going in the events. Presently, the fans preference is towards viewing the race in your home on television rather than going, as the client experience at NASCAR tracks is not beneficial in addition to costly. This preference makes the rates for participation lower than the rates for tv viewers. NASCAR needs to change the behaviour of its fan base by introducing qualitative services at its tracks.

Target audience.


One of the possible target market of NASCAR was Hispanics; the young and growing population of United States. The market segment has fantastic possible for NASCAR as the population was growing at a higher rate and it was expected to become thrice after forty years and the sector has increasing wealth rate with about $1 trillion of wealth in 2014.


Kids are likewise one of the potential target audience segment for NASCAR, as they are more connected socially than other groups. Creating fan base amongst kids can offer a potential increase in the variety of fans for racing due to their connection. Kids spend the majority of their times in using smart devices and playing video games. Car racing games developed by Note On Service Excellence Case Study Solution can be a possible source of getting attention of kids towards NASCAR track racing. NASCAR's digital features related to kids are not capable of getting the attention. NASCAR needs more attention towards tailoring and enhancing its digital features to attract the kids target audience.

This substantial expenditure makes the segment capacity for NASCAR marketing strategy of increasing its fan base. The market sector thinks about NASCAR as a company lacking in creating a multiculturalism environment. NASCAR should take numerous steps to improve the experience of Generation Y customers in its occasions.

5 C's of Marketing

5 C's of marketing helps in taking choices relating to marketing.


It needs to make PESTLE analysis in order to understand environment or context in which NASCAR is working. PESTLE stands for political, financial, social, technical, legal and environmental and is specified above.


Note On Service Excellence Case Study Analysis is a car racing company with having USP of high quality auto racing with a global structure. Its sector is sports group and events.


Collaborations includes distributors, suppliers and alliances of NASCAR. NASCAR utilized to get pay check of around $15 million annually from Turner Sports. NASCAR had to get approval from Turner Sport if it desire to create its Facebook page, twitter account or even mobile application.


The customer of Note On Service Excellence Case Study Analysis are its audiences. They target customers with having age of 15-60 years. Fan base of NASCAR consisted of married males with a typical age of 47, which passes their fandom to their youngsters and create generational commitment.


Groups usually represents sponsors in NASCAR and the medium of advertising is drivers. These motorists can go against NASCAR if they got much better opportunity in terms of prizes and tv exposure.

Marketing Methods.

1. Keeping and developing Facebook Page.
One of the possible target markets segments for NASCAR is Hispanics which is the growing population segment of USA but sadly NASCAR had actually been not able to draw in the this targeted sector. In order to draw in the young growing generation the NASCAR need to market by utilizing social networks like Facebook. It ought to establish a Facebook page containing the info concerning the races and the locations of tracks to make the customer useful about the core operations of Note On Service Excellence Case Study Help. It ought to likewise update its Facebook page on everyday basis to offer details about its approaching occasions. This would make the target market sector more useful about the business and would result in drawing in large fans base.
2. Developing and Updating Accounts of Key Drivers.
NASCAR motorists has a low star power as compare to players of other sports. Its ranks 7th in regards to star power (see Case Exhibition). The significant reason behind it is that, the racers mainly play in teams and are unable to build a key account and maintain a close contact with fans. The bad contacts with fans result in less destination of viewers towards the racers and a low star power. Star power is a crucial aspect for drawing in viewers towards tracks and towards tv. The star power for the chauffeurs at NASCARA could be improved by creating and upgrading accounts of crucial chauffeurs by NASCARA itself. This would remove the requirement of requiring motorists to keep their accounts and would lead to increasing fans attention towards NASCARA chauffeurs.
3. Establishing New Games and improving existing video games for kids.
Kids invested most of their time on playing games and using smartphones. Regrettably, kids playing NASCARA have a worst experience of playing its video games. As an outcome, they are less attracted towards the sport. In order to attract these kids, NASCARA needs to enhance its existing racing games by presenting personalization in the cars and trucks i.e. changing colours, choice of speed, introducing group racing in the game, using better graphics related to the racing tracks and presenting different levels in the video game. All these modifications in the existing video game would provide much better experience to kids.
Along with it, NASCAR should also construct new video games associated with racing like kids racing with kids characters as chauffeurs, animation racing with racing in between different animation characters with a choice of picking the favourite cartoon character for the kids. These methods would allow the company to bring in one of its possible target sections.
4. Introducing multiculturalism at events.
NASCAR occasions are comprised of fans with really few cultural diversity, due to cost of arrival in events, making it unattractive for the consumers perceiving sport events as social events i.e. Generation Y customers. As the Generation Y consumers are a potential target market for NASCAR, therefore the business ought to take certain measures to attract this potential target market.
5. Improving Consumer Experience at Tracks.
Because on the race day viewers got disappointed, NASCAR must work on facilities and features at tracks. Because in exact same market other business are supplying much better services than NASCAR, audiences have many expectations from Note On Service Excellence Case Study Analysis. Then its fans might shifted to its competitors, if NASCAR don't work on this problem. According to fans there were not sufficient centers were available as compare to other sports providers. NASCAR should make sure that it supply appropriate facilities that includes cleaned restrooms, comfortable seating arrangement. They must also provide WIFI services and accessibility of charge card throughout that track. It must be also make sure that there are enough jumbo turns put at all required locations. There should be likewise food stalls that offer quality food to audiences. In this method viewers will be having enjoyable experience at the day of event. (See Appendix B).
Marketing Budget.
Marketing spending plan made on the basis of the above strategies for the duration of 5 years from 2011 to 2015, reveals the expense associated information for the marketing techniques. (See Appendix B). It can be seen that strategy 5 of enhancing consumer experience at tracks would require highest initial investment and expense and method 4 of presenting multiculturalism will require least expensive initial investment with least expensive further each year expense. The business ought to focus on the resource allocation on these methods on the basis of its readily available resources and the potential advantages which the technique would supply.
KEEP IN MIND: The worths about expense are assumed on logical basis due the absence of truths and figures associated with cost in the case study. Inflation rate of United States is assumed to be 10%.


On the basis of deep analysis of the internal and external elements of Note On Service Excellence Case Study Analysis triggering the decrease of tv viewership rate and attendance rate at tracks, the above marketing methods are suggested to NASCAR to increase its fan base in long term. These techniques would cope with internal aspects like bad customer experience at tracks, insufficient social networks marketing, incapable digital medias like games, lack of culturalisms at tracks and so on, along with with external elements like shifting of fans towards other sports, demographical modifications in America and changing domesticity styles.

Liz Claiborne China Verge Software B Xmarksthespot Note On Pre Money And Post Money Valuation Ab Risk Management At Apache
Selecting A Hosting Provider Zaplet Inc A Webmd B Avantgo
Strategic Planning At Sun Life Merloni Elettrodomestici Building For A New Century Brazil Embracing Globalization Efrenzy Inc B
Unext Business Education And E Learning Efrenzy Inc C Gucci Group Nv B Monsanto And Intellectual Property
Competition Policy In The European Union And The Power Of Microsoft Verge Software A Robert Shapiro And Monsanto Web And It Hosting Facilities Technology Note
The Global Water And Food Supply Problem Exchange Rate Terminology And Analytics Exchange Rate Exercise Technology Legend In China
Supply Chain Management At World Co Ltd Quest Foods Asia Pacific And The Crm Initiative Corruption In International Business B Hidden Costs Of It Outsourcing
Limits Of Mass Customization Power Of Strategic Integration Execution The Missing Link In Retail Operations Decision Making Its Not What You Think
Learning From Toys Lessons In Managing Supply Chain Risk From The Toy Industry The Good Commissioner Linking Actions To Profits In Strategic Decision Making Enabling Customization Using Standardized Operations
Organizational Support For Employees Encouraging Creative Ideas For Environmental Sustainability Framework For Analyzing Environmental Voluntary Agreements Corporations Communities And Conservation The Mountain Institute And Antamina Mining Co Francisco De Narvaez At Tia Selling The Family Business Video
Katharine Graham Color Kinetics Inc A Color Kinetics Inc B Amazoncom Update January 2001 July 2002
Amazoncom Evolution Of The E Tailer Charlene Barshefsky A Real Options Valuation When Multiple Sources Of Uncertainty Exist Charlene Barshefsky B
Extracting Information From The Futures And Forwards Markets The Relation Between Spot Prices Forward Prices And Expected Future Spot Prices Napster Montefiore Medical Center Valuing The Option Component Of Debt And Its Relevance To Dcf Based Valuation Methods
Arvin Exhaust Thailand Building An Asian Supply Base Sustainable Development And Socially Responsible Investing Abb In 2000 Corruption In International Business A E Commerce In Latin America
Progressive Insurance Firestoneford Tire Controversy B Syncra Systems Psinet Building An Internet Super Carrier A
First For Inspiration And Recognition Of Science And Technology Notel A Speak To Me Power And Influence Achieving Your Objectives In Organizations Kelon A Chinas Corporate Dragon
Technical Note On Managing Inventories Periodic Review System The Israel Cancer Association B Merrill Lynch Holdrs Dpsc Software Post Acquisition Evaluation
Circon B Circon C Veltvest Corp Breakup Of Att Project Grand Slam
Samhoud Service Management Yvette Hyater Adams And Terry Larsen At Corestates Financial Corp Time Warner Vs The Walt Disney Co A Pulling The Plug Chiquita Brands International B
Time Warner Vs The Walt Disney Co B Reaching Agreement Identifying And Realizing Investments In Eastern Europe B Identifying And Realizing Investments In Eastern Europe A Pricing Strategy And The Net
Security Factors Fdi In China Iturf Note On Valuation Of Venture Capital Deals
Venture Capital Vignettes The Israel Cancer Association A Range B Merck Latin America D Mexico
Merck Latin America B Argentina Sime Darby Berhad B The Asian Crisis Begins Two Big Banks Broken Back Office Merck Latin America A
Tampa General Hospital The Politics Of Privatization Sequel An Introduction To Business To Business Exchanges Hdfc B Merck Latin America C Brazil
Tampa General Hospital The Politics Of Privatization Sime Darby Berhad C Responding To The Asian Crisis Word Of Mouth Referral Module Note Service Recovery Module Note
Wingspanbankcom B Should This Bird Still Fly Note On Service Excellence Citigroup Asset Management Aes Corporation B Global Sourcing Initiative
Mack Henley D Macromedia Inc Weaving Dreams Of Global Markets And New Technologies Excel Model For Aggregate Production Planning Aggprods Sweet Concepts Inc Trade Show Marketing
Big Deal Or No Big Deal International Speedway Corporation Six Sigma Fx Cascade Bellaire Clinical Labs Inc B
King Roberts B Note On Acquiring A Specialty Retailer Competitive Cost Analysis Scale And Utilization Calculations Ginnys Restaurant
Mack Henley C Aggregate Production Management 2002 Competitive Cost Analysis Cost Modeling Techniques General Electric 2000 Quality Of Earnings Assessment
Mack Henley B Mack Henley A Note On The Development Of Management Communication In Graduate Business Schools Technology Strategy For A Diversified Corporation