Note On Service Excellence Online Case Study Solution

Home >> Business >> Note On Service Excellence

Note On Service Excellence Case Study Solution & Analysis


Note On Service Excellence Case Study Solution (National Association for Stock Car Car Racing) is an organization carrying out series of Stock Automobile racing in United States and functioning as an approving body for driving the guidelines for Stock Vehicle Racing. The organization was founded in 1947, by "Big Costs" France. NASCAR arrange Stock Automobile Racing occasions in United States with the existence of about 130000 audiences on average in 2005. It also broadcast its events in about 150 countries. Stock Cars And Truck Racing by NASCAR is the 2nd largest spectator sport, with greatest variety of sponsors. It has about 500 sponsors contributing billions of dollars in its earnings. The other sources of revenue for Note On Service Excellence Case Study Help consists of; 10% of the total revenue from tv rights, sanctioning costs i.e. $1-2 million per race, and licencing NASCAR brand name to business.

NASCAR has a closed corporate culture with the non-interventionist approach. This non collective approach brings tensions in the sport. The structure of Automobile of Tomorrow by Note On Service Excellence Case Study Help, with an intent of safety for the motorists, brought various tensions amongst the stakeholders of the sport.
Executive Summary
The communication audit, performed in 2010, revealed that in spite of the truth that the company highly rely on the interactions in between its stakeholders, there was no recognizable service communication method. (

The audit pointed out numerous doing not have of NASCAR in terms of absence of internal combination, lack of fan management method and absence of social and digital media of marketing.

Note On Service Excellence Case Study Analysis viewers was highly devoted to the sport and the brand names connected with the NASCAR, making it appealing for sponsors and business marketers.

Issue Statement.

The company is currently facing the problem of decreasing rates of presence at racing tracks and rates of television viewers. This can put a significant impact on its earnings from sponsors, media rights, and from other sources of profits.

Situational Analysis.

Although the business was quite successful till 2005 with its conventional marketing strategies, but not long after 2005 the company starts dealing with numerous issues consisting of decline of its fan base. A number of external in addition to internal factors are responsible for the decline. Internal factors consist of; insufficient financial investment in social networks and other digital medias of.

Fan base of NASCAR made up of married males with a typical age of 47, which passes their fandom to their children and produce generational commitment. Other obstacles for NASCAR consists of the shift of its fans to other sports as they were enhancing their fan's experience permitting access to their broadcasts out of the homes through jumbo turns, Wi-Fi gain access to, and so on.

SWOT Analysis.


In SWOT analysis, strengths defined as business's qualities which are different from its rivals. These are company's core competencies on which company performance or company success based upon. Note On Service Excellence Case Study Analysis core proficiencies includes it has rights of dictating rules as sanctioning body. Guidelines and guidelines regarding expert stock car racing are dictated by NASCAR like if any group with required abilities and resources can participate in races by following guidelines and regulations dictated by NASCAR. So NASCAR has monopoly it this aspect. 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 US. Its races were used to broadcast in more than 150 nations around the globe with more than $56 million incomes. The primary sources of their incomes come from tv rights, approving fees, sponsorship and licensing. It has longest season of 10 months and having ownership of 3 national series i.e. Outdoor camping World Truck Series, the Sprint Cup Series and the Nationwide Series. It has likewise big resource of fans and business sponsors. All the events of NASCAR are sponsored by corporates since of greatest brand name loyalty of fans towards brands marketed by Note On Service Excellence Case Study Analysis. (See Appendix A).


Weak Points in SWOT Analysis are thought about as external aspects. Weak points includes the factors that stops company to perform at required level of efficiency. Weaknesses of NASCAR includes its close culture which is non collective. They have non-interventionist method. They normally used to form guidelines and other needed processes without intervention of others which leads to poor cooperation. For example NASCAR develops Car of Tomorrow without cooperation so result is that motorists did not like that idea. As this is racing sport so covering of sports by media is also hard. It was likewise discovered that NASCAR had no efficient technique for company interaction. They don't know how to manage problem if it happened off track. Inadequate company communication leads to that they don't have clear direction for their long term objectives. They don't know that where they wish to see this sport in future.
Porter's 5 Forces Analysis

NASCAR usually used to rely on traditional media sources like regional newspaper for publicity of its sports. NASCAR likewise came to know from these traditional media outlets that sport was tough to cover. When sports fans were asked relating to popular stars and stars then NASCAR driver was not found even in leading twenty reactions.


Threats in SWOT analysis are defined as external factors that can hazard to company's success. Economic down turn was experienced in late 2000 which can be risk for NASCAR since if there is financial down turn then people would be having less return on investment. Earning of people would be effected and they would be more mindful in spending their loan. Economic down turn likewise leads to increase fuel prices which likewise affected NASCAR. Due to the fact that fans of NASCAR utilized to attend its occasion from cross countries. NESCAR had a guideline of 65/25/10 for profits circulation. 65 percent earnings from media rights would be dispersed to race course, 25 percent income would be dispersed to completing team and staying 10 percent would be retained by NESCAR which is sanctioning body. Completing group wished to increase their portion of earnings from 25 percent because of increase in running cost of a race group and also there is decline in the number of full-season sponsorship. NESCAR likewise faces threats from other sponsors due to the fact that they are making massive investments to enhance experience of fans. For instance that includes updating existing avenues, building brand-new avenues, offering Wi-Fi facility and likewise offering other interactive mediums to engage sports on smartphones. Fan base of NASCAR consisted of married males with a typical age of 47, which passes their fandom to their youngsters and develop generational loyalty. The difficulty is that the household system in America was altering resulting in reduction of impact of married male fan base over their children. In addition to it understandings about car was likewise altering with viewing car an automobile to reach at point B from point A, rather than as an enjoyable job. Now if Note On Service Excellence Case Study Analysis make substantial financial investments in brand-new segments which are based on brand-new customers then it may deal with negative remarks from its core fan base.

Porter's 5 Forces Analysis

It is crucial to understand industry in which company is working due to the fact that NASCAR's bottom line i.e. net revenue is greatly depends on this. There are 5 forces that are utilized to determine success, intensity and attractiveness of NASCAR organisation.

Competitive Rivalry

These motorists can go versus NASCAR if they got better opportunity in terms of rewards and tv exposure. If viewers delight in other race cars and motorists more than NASCAR then audiences can move to those other interesting cars and drivers. NASCAR might be having danger from its 2 direct rivals that is Solution 1 and Moto GP.
Swot Analysis
Provider Power

The supplier power shows the variety of providers are offered in market and what is the cost connected with supplier if company shifts from one supplier to another. Since drivers with needed skills and resources are restricted, in this industry there is supply monopoly.

Purchaser Power

In the case of NASCAR consumers are its audiences. Viewers can switch to other competitors easily since audiences will having low switching expense.

Risk of Alternative

Alternatives are referred as options. The replacements in this case can be other entertainment means like viewers can move to other sports. There are broad variety of replacements are available in this scenario which recommends that danger of alternative is high.

Hazard of New Entry

It is specified as how it is easy for any company to go into in that particular industry. In the case of Note On Service Excellence Case Study Help threat of brand-new entry is low. Due to the fact that if any company needs to go into in this organisation than they need to make heavy investments. They need to construct cars and racing tracks and likewise needs to pay substantial amount to motorists for switching.

PESTEL Analysis


It can not be concluded from case study that there would be change in resource allotments. NASCAR had actually got benefit from lower tax policies which leads to increasing in earnings. They made heavy investments in the research study and advancement. As NASCAR is working in different markets so it requires to face different regulations. It is likewise noted that Note On Service Excellence Case Study Analysis has actually dealt with increased scrutiny concerning regulatory. Every government has different top priority so NASCAR has to be gotten ready for it as concern can be shifted to other sector.


Economic elements consists of tax rate, exchange rate, financial performance of that specific company, conditions of labour market, inflation rate and so on. If there is federal government intervention in the marketing and sales sector, fortunes of the NASCAR and its rivals can be affected. NASCAR can utilize abilities of staff members to develop brand-new chances and enhance existing chances.


Each has different social worths and norms. It assists in comprehending concerning society and choice of clients.


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

Vrio Analysis
Since every nation has different legal terms and conditions, Legal plays a crucial function in every nation. Note On Service Excellence Case Study Help needs to be ensure that they protect their legal rights in every county so any company does not harm to its legal rights.


Environmental aspects are likewise important for each service. Since generally governments don't permit those service which can hurt to environment. These ecological aspects consists of laws relating to contamination, climate modification, safe waste disposal, policies concerning insurance and so on. NASCAR requires to make sure that its cars and trucks are not generating contamination more than appropriate level.

7 P's of Marketing


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


Prices strategy of NASCAR for its race occasions tickets is based upon the venue and significance of the racing events. Along with race occasions tickets, NASCAR also charge various service fees to its stakeholders and earns profits. For instance it charged approving fees of $1-2 million per race on average in 2005.


Promotional method of Note On Service Excellence Case Study Solution 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. The business is not completely relied upon its fan base for its promo and promote through local radio stations too. The company has actually likewise adopted the retailing media of promo, in which the company sells products with its logo.


NASCAR have its racing tracks in numerous cities in United States. The most crucial tracks of NASCAR consists of Atlanta Motor Speedway in Georgia, Auto Club Speedway in California and Darlington Raceway in South Carolina. It tries to perform its races in most of the cities in United States to grasp across the country popularity.


Nestle individuals strategy is consisted of supplying much better experience to its audiences, its fan base and to all of its stakeholders. Individuals are an essential element of Note On Service Excellence Case Study Analysis A marketing strategy as its occasions are the source of home entertainment for crowd. Its people method includes efforts to offer much better experience to its Fans, Race Drivers, Team, Occasion Organizers and so on, all of which come under individuals method of NASCAR.


Numerous company procedures are required to conduct racing events in an effective method. These procedures consist of; correct schedule of time, arrangement for viewers, offering tickets, plan of space for sponsors, handling logistics and so on. These all procedures contribute I constructing NASCAR image, improving spectators experience and increasing fan base.

Physical Proof.

Essential physical evidences for the NASCAR includes the presence of its racing tracks, stock automobiles and racing events. In addition to it, its retailing brand names including t-shirts, caps, goodies etc., likewise function as a physical evidence for NASCAR.

Product Life Cycle Evaluation.

The racing occasions by Note On Service Excellence Case Study Solution was introduced on June 19, 1949. The very first race was held at Charlotte Speedway in North Carolina. There had to do with 13000 fans present in the race. At the first phase competitors for NASCAR was low, as the rivals drove the cars and trucks comparable to the cars and trucks driven by common individuals.


The first NASCAR based track, particularly the Darlington Raceway track, was initiated in 1950 in South Carolina. After the development of racing tracks the business moved towards broadcasting its races on television in 1979.

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


The maturity period for NASCAR started with the efforts of William France Jr., with the company having wide range of earnings sources. The business has about 500 sponsors with relaying its occasions in about 150 countries. The company has large number of tracks in most of the cities of United States.


The decrease in the business's offerings started after 2005 with average attendance rate per race declined by 22% from 2005 to 2010 and television viewership rate declined by 30% from 2005 to 2010. The major causes of decline include the financial crisis of 2008, which increased the cost of coming to tracks for viewers due to increasing fuel prices, and the shifting of its fan base towards other sports.

Market Division.

The marketplace segmentation of Note On Service Excellence Case Study Help can be divided into four sections; Geographic, Demographic, Psychographic and Behavioural. (Dutta, 2018).


The geographical segmentation of Note On Service Excellence Case Help is based upon the geographical presence of its tracks in various states and cities in United States, and the television broadcasting of its occasions in various nations. The business has 23 tracks in about 20 states of America and has television broadcast through different Medias i.e. TNT, ESPN, ABC and Fox, in about 150 countries.This large geographical division offers the company regional in addition to global fan base.


The group division of NASCAR is also highlydiverse based upon the gender, earnings and age of the consumer. Its current fan base is majorly consisted of male married fans with a typical age of 47 years and an income around $30-50 thousands. Currently NASCAR is attempting to increase its target market to the young growing population and kinds. To increase the group sector of its market NASCAR should revise its marketing strategies to bring in more age and lower its prices to go into in the marketplace section with a low typical income.( htt1).


NASCAR has a fan base with a commitment. NASCAR fans view it compulsive to buy tickets and see the races as soon as in a week. NASCAR has tried to increase the quality of its racing by introducing stage racing, they likewise have actually attempted to lower costs and make the event more convenient by introducing live racing.


Behavioural segmentation of NASCAR is based upon the behaviour of fans in terms of watching the race live on the tv or by going in the occasions. Presently, the fans preference is towards seeing the race at house on television rather than going, as the consumer experience at NASCAR tracks is not favourable as well as pricey.

Target Market.


Among the prospective target audience of Note On Service Excellence Case Study Analysis was Hispanics; the young and growing population of United States. The market sector has terrific potential for NASCAR as the population was growing at a greater rate and it was expected to end up being thrice after forty years and the segment has increasing wealth rate with about $1 trillion of wealth in 2014. The segment reveals affinity with vehicle culture, but need a more concentrated marketing towards welcoming the segment towards racing.


Kids are likewise one of the possible target market sector for NASCAR, as they are more connected socially than other groups. Cars and truck racing games established by Note On Service Excellence Case Study Help can be a potential source of gaining attention of kids towards NASCAR track racing. NASCAR needs more attention towards tailoring and enhancing its digital functions to draw in the kids target market.

Generation Y.
Generation Y target market consists of those who invested 5 times more resources on discretionary expenditures i.e. purchasing tickets for racing events, than others. This big expenditure makes the sector potential for NASCAR marketing method of increasing its fan base. The marketplace segment is also easy to method as 81% of the Y Generation consumer uses Facebook every day and the usage is two times of using tv and radio. The market sector views sports as an affair, rather than adherence to sport. The market sector considers NASCAR as an organization lacking in producing a multiculturalism atmosphere. Note On Service Excellence Case Study Analysis must take different actions to enhance the experience of Generation Y consumers in its events.

5 C's of Marketing

5 C's of marketing assists in taking choices regarding marketing.


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


Note On Service Excellence Case Study Help is an automobile racing business with having USP of high quality auto racing with a global structure. Its sector is sports team and events.


Collaborations consists of suppliers, providers and alliances of NASCAR. NASCAR used to get pay check of around $15 million every year from Turner Sports. NASCAR had to get approval from Turner Sport if it desire to develop its Facebook page, twitter account or even mobile application.


The consumer of Note On Service Excellence Case Study Help are its viewers. 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 develop generational commitment.


Teams typically represents sponsors in NASCAR and the medium of advertising is drivers. These drivers can go against NASCAR if they got better chance in terms of rewards and tv exposure.

Marketing Strategies.

1. Establishing and Keeping Facebook Page.
Among the possible target audience sections for NASCAR is Hispanics which is the growing population sector of USA but unfortunately NASCAR had been not able to draw in the this targeted sector. In order to bring in the young growing generation the NASCAR should market by utilizing social media like Facebook. It ought to develop a Facebook page consisting of the details concerning the races and the areas of tracks to make the consumer informative about the core operations of Note On Service Excellence Case Study Analysis. It needs to likewise update its Facebook page on day-to-day basis to supply info about its upcoming events. This would make the target audience segment more useful about business and would lead to attracting large fans base.
2. Establishing and Updating Accounts of Secret Drivers.
Note On Service Excellence Case Study Help motorists has a low star power as compare to gamers of other sports. The poor contacts with fans result in less destination of audiences towards the racers and a low star power. Star power is a crucial factor for bring in viewers towards tracks and towards television.
3. Developing New Games and enhancing present video games for kids.
Kids invested the majority of their time on playing video games and utilizing mobile phones. However unfortunately, 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 bring in these kids, NASCARA should enhance its current racing video games by presenting modification in the vehicles i.e. changing colours, choice of speed, introducing group racing in the video game, using much better graphics associated with the racing tracks and introducing various levels in the game. All these adjustments in the existing game would offer much better experience to kids.
Together with it, NASCAR needs to likewise build brand-new games related to racing like kids racing with kids characters as motorists, animation racing with racing between different animation characters with a choice of picking the preferred cartoon character for the kids. These strategies would enable the business to bring in among its prospective target segments.
4. Presenting multiculturalism at occasions.
NASCAR occasions are made up of fans with very few cultural diversity, due to cost of arrival in events, making it unsightly for the clients viewing sport occasions as social events i.e. Generation Y clients. As the Generation Y customers are a potential target market for NASCAR, therefore the company should take certain procedures to attract this potential target market.
5. Improving Consumer Experience at Tracks.
NASCAR needs to work on facilities and facilities at tracks since on the race day audiences got dissatisfied. Audiences have numerous expectations from Note On Service Excellence Case Study Help due to the fact that in exact same industry other business are offering better services than NASCAR. IF NASCAR do not work on this concern then its fans may shifted to its competitors.

Marketing Budget

Marketing budget plan made on the basis of the above strategies for the duration of 5 years from 2011 to 2015, shows the expense associated information for the marketing methods. It can be seen that strategy 5 of enhancing client experience at tracks would need greatest initial financial investment and expense and method 4 of introducing multiculturalism will need least expensive initial investment with lowest further per year expense.
KEEP IN MIND: The values about cost are presumed on reasonable basis due the absence of figures and truths related to cost in the event study. Inflation rate of United States is presumed to be 10%.

On the basis of deep analysis of the internal and external aspects of Note On Service Excellence Case Study Solution triggering the decrease of television viewership rate and attendance rate at tracks, the above marketing methods are recommended to NASCAR to increase its fan base in long term. These methods would cope with internal elements like poor customer experience at tracks, insufficient social media marketing, incapable digital medias like video games, absence of culturalisms at tracks etc., along with with external factors like shifting of fans towards other sports, demographical modifications in America and altering domesticity designs.