Note On Service Excellence Online Case Study Analysis

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Note On Service Excellence Case Study Solution & Analysis


NASCAR (National Association for Stock Automobile Car Racing) is an organization carrying out series of Stock Automobile racing in United States and acting as an approving body for driving the rules for Stock Car Racing. 2) Stock Car Racing by NASCAR is the second largest spectator sport, with highest number of sponsors. 1) The other sources of revenue for Note On Service Excellence Case Study Analysis includes; 10% of the overall profits from television rights, approving fees i.e. $1-2 million per race, and licencing NASCAR brand name to business.

NASCAR has a closed corporate culture with the non-interventionist technique. However this non collaborative approach brings tensions in the sport. The structure of Cars and truck of Tomorrow by Note On Service Excellence Case Study Analysis, with an intent of security for the drivers, brought different tensions amongst the stakeholders of the sport.
Executive Summary
The interaction audit, performed in 2010, exposed that regardless of the reality that the organisation extremely rely on the communications between its stakeholders, there was no identifiable business communication strategy. (

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

Note On Service Excellence Case Study Help viewers was extremely loyal to the sport and the brands related to the NASCAR, making it appealing for sponsors and business online marketers.

Issue Declaration.

The business is currently dealing with the problem of decreasing rates of participation at racing tracks and rates of tv audiences. This can put a considerable influence on its revenues from sponsors, media rights, and from other sources of income.

Situational Analysis.

Although the company was quite effective till 2005 with its conventional marketing techniques, however soon after 2005 the company starts dealing with numerous problems including decrease of its fan base. A number of external along with internal elements are accountable for the decrease. Internal factors include; 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 youngsters and produce generational commitment. Other challenges for NASCAR 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 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 various from its competitors. These are business's core competencies on which business efficiency or business success based on. Note On Service Excellence Case Study Solution core competencies includes it has rights of determining guidelines as sanctioning body. Regulations and rules concerning expert stock vehicle racing are dictated by NASCAR like if any team with required skills and resources can enter into races by following guidelines and policies determined by NASCAR. So NASCAR has monopoly it this aspect. Its strengths likewise consists of that it has title of second largest spectator sport in the United States with having more fortune 500 sponsors based in US. Its races were utilized to relay in more than 150 countries around the globe with more than $56 million revenues. The primary sources of their earnings come from tv rights, sanctioning charges, sponsorship and licensing. It has longest season of 10 months and having ownership of 3 nationwide series i.e. Camping World Truck Series, the Sprint Cup Series and the Nationwide Series. It has likewise large resource of fans and business sponsors. Because of greatest brand commitment of fans toward brand names advertised by NASCAR, all the events of NASCAR are sponsored by corporates. (See Appendix A).


Weak Points in SWOT Analysis are thought about as external factors. Weaknesses consists of the elements that stops business to perform at needed level of performance. Weak points of NASCAR includes its close culture which is non collaborative. They have non-interventionist technique. They typically utilized to form rules and other needed processes without intervention of others which results in bad partnership. For example NASCAR develops Car of Tomorrow without cooperation so result is that chauffeurs did not like that idea. As this is racing sport so covering of sports by media is likewise tough. It was also discovered that NASCAR had no effective technique for business interaction. They do not understand how to deal with problem if it happened off track. Ineffective business interaction leads to that they do not have clear direction for their long term goals. They don't know that where they want to see this sport in future.
Porter's 5 Forces Analysis

Opportunities in SWOT analysis are external elements which can be beneficial to business or the external factors on which company is having competitive advantage. NASCAR normally used to count on standard media sources like local newspaper for publicity of its sports. Typically these traditional media sources attempt to cover their home group and certain type of events. NASCAR also came to know from these standard media outlets that sport was difficult to cover. Media landscape also changed from conventional to digital landscape. Newspapers failed. NASCAR can work on its abilities to get maximum possible gain from this new digital landscape. NASCAR have underinvestment in digital resources. It can capitalize in social and digital media to get its advantages. Digital rights of NASCAR were likewise sold to Turner Sports. NASCAR utilized to earn money check of around $15 million each year from Turner Sports. There are number of cons behind this offer. NASCAR had to get approval from Turner Sport if it want to develop its Facebook page, twitter account or even mobile application. Turner Sport also had rights of every video which is shoot throughout race at track. If media sources like papers, magazines and cable channels wish to publish videos of races on their particular pages then they are required to pay licensing fees to Turner Sport. So NASCAR can work on conditions and terms and try to negotiate with Turner Sports to get optimal benefits of it. Star power plays very essential function in producing revenues from every sport. It was kept in mind that NASCAR is lagging in this location i.e. star power. For instance when sports fans were asked relating to popular stars and stars then NASCAR driver was not discovered even in top twenty actions. NASCAR can put efforts in this location too for profits generation. They ought to assist their chauffeurs that how they can end up being sport stars. Four tactical focuses which are generated by research study group can likewise be acted as opportunity for NESCAR. These four tactical focuses compares and analysis Note On Service Excellence Case Study Solution methods.


Threats in SWOT analysis are specified as external factors that can threat to business's success. 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 roi. Earning of people would be effected and they would be more conscious in spending their loan. Economic down turn likewise results in boost fuel prices which also impacted NASCAR. Due to the fact that fans of NASCAR utilized to attend its occasion from fars away. NESCAR had a guideline of 65/25/10 for earnings circulation. 65 percent incomes from media rights would be dispersed to race tracks, 25 percent income would be dispersed to completing group and staying 10 percent would be kept by NESCAR which is sanctioning body. Completing group wanted to increase their part of revenue from 25 percent because of boost in operating cost of a race group and likewise there is decline in the variety of full-season sponsorship. Since they are making huge financial investments to enhance experience of fans, nescar likewise faces dangers from other sponsors. Which consists of upgrading existing opportunities, developing new avenues, providing Wi-Fi center and also providing other interactive mediums to communicate sports on mobile phones. Fan base of NASCAR consisted of married males with an average age of 47, which passes their fandom to their youngsters and create generational commitment. The challenge is that the family system in America was altering resulting in reduction of impact of married male fan base over their children. In addition to it perceptions about automobile was likewise changing with perceiving automobile a lorry to reach at point B from point A, rather than as a fun task. Now if Note On Service Excellence Case Study Solution make substantial financial investments in brand-new segments which are based on brand-new clients then it might face negative comments from its core fan base.

Porter's Five Forces Analysis

It is essential to understand industry in which company 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 used to recognize profitability, intensity and appearance of NASCAR business.

Competitive Competition

These chauffeurs can go versus NASCAR if they got much better chance in terms of prizes and tv exposure. If audiences enjoy other race cars and trucks and chauffeurs more than NASCAR then audiences can shift to those other interesting vehicles and drivers. NASCAR might be having risk from its two direct competitors that is Solution 1 and Moto GP.
Swot Analysis
Provider Power

The supplier power indicates the variety of providers are readily available in industry and what is the expense related to provider if company shifts from one provider to another. Because motorists with needed resources and abilities are limited, in this industry there is supply monopoly.

Purchaser Power

This force is concerning to clients that is it easy for consumers to shift to other items. If there is more changing expense is associated then consumers are less likely to change. When it comes to NASCAR customers are its viewers. Audiences can change to other rivals quickly due to the fact that audiences will having low changing expense.

Danger of Alternative

Replacements are referred as alternatives. The replacements in this case can be other home entertainment indicates like audiences can shift to other sports. There are broad range of alternatives are readily available in this scenario which recommends that threat of replacement is high.

Hazard of New Entry

In the case of NASCAR danger of brand-new entry is low. They require to construct cars and racing tracks and likewise needs to pay large quantity to motorists for changing.

PESTEL Analysis


It can not be concluded from case research study that there would be change in resource allocations. NASCAR had got gain from lower taxation policies which leads to increasing in earnings. So they made heavy financial investments in the research study and advancement. As NASCAR is operating in numerous markets so it needs to face different policies. It is also kept in mind that Note On Service Excellence Case Study Solution has actually dealt with increased scrutiny relating to regulative. Every federal government has various concern so NASCAR has to be prepared for it as top priority can be shifted to other sector.


Economic factors consists of taxation rate, exchange rate, financial efficiency of that specific business, 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 competitors can be impacted. NASCAR can take advantage of capabilities of workers to create new opportunities and enhance existing opportunities.


Every society is different from each other. Each has various social values and norms. It assists in comprehending concerning society and preference of clients. 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 means rather than conventional (i.e. paper) can be preferred in this society.


In this case of NASCAR it can be noted that business are greatly spending for research study and development. NASCAR needs to also work on its media rights policy with Turner Broadcasting System.

Vrio Analysis
Legal plays an important role in every nation since every nation has different legal terms and conditions. Note On Service Excellence Case Study Analysis requires to be make certain that they secure their legal rights in every county so any business does not harm to its legal rights.


Environmental aspects are likewise essential for every business. NASCAR needs to make sure that its vehicles are not creating contamination more than acceptable level.

7 P's of Marketing


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


Prices technique of NASCAR for its race occasions tickets is based upon the place and value of the racing events. In addition to race occasions tickets, NASCAR also charge various service charge to its stakeholders and earns revenue. For example it charged approving costs of $1-2 million per race usually in 2005.


Marketing technique of NASCAR 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.


NASCAR have its racing tracks in different cities in United States. The most important tracks of NASCAR consists of Atlanta Motor Speedway in Georgia, Automobile Club Speedway in California and Darlington Raceway in South Carolina. It attempts to perform its races in most of the cities in United States to comprehend across the country popularity.


Nestle individuals method is comprised of offering better experience to its audiences, its fan base and to all of its stakeholders. People are an important aspect of Note On Service Excellence Case Study Solution A marketing method as its occasions are the source of home entertainment for crowd. Its individuals technique includes efforts to provide better experience to its Fans, Race Drivers, Team, Occasion Organizers and so on, all of which come under people strategy of NASCAR.


Numerous business processes are needed to perform racing occasions in an effective method. These procedures include; appropriate schedule of time, plan for spectators, selling tickets, plan of space for sponsors, managing logistics and so on. These all processes contribute I constructing NASCAR image, enhancing viewers experience and increasing fan base.

Physical Proof.

Crucial physical evidences for the NASCAR includes the presence of its racing tracks, stock automobiles and racing events. In addition to it, its retailing brands consisting of tee shirts, caps, goodies etc., also serve as a physical proof for NASCAR.

Item Life Cycle Assessment.

The racing occasions by Note On Service Excellence Case Study Analysis 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 stage competition for NASCAR was low, as the competitors drove the cars and trucks similar to the automobiles driven by common individuals.


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

In 1972, William France Jr., became the president of NASCAR and n about 3 years, he transformed NASCAR from a regional Sport popular company into one with worldwide fan base. He initiated a new age of rewarding sponsorships and tv agreements for NASCAR.


The maturity duration for NASCAR began with the efforts of William France Jr., with the company having large range of profits sources. The company has about 500 sponsors with transmitting its events in about 150 countries. The company has a great deal of tracks in most of the cities of United States.


The decrease in the company's offerings began after 2005 with typical attendance rate per race declined by 22% from 2005 to 2010 and tv viewership rate declined by 30% from 2005 to 2010. The major reasons for decline consist of the financial crisis of 2008, which increased the expense of coming to tracks for audiences due to increasing fuel prices, and the moving of its fan base towards other sports.

Market Segmentation.

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


The geographical division of Note On Service Excellence Case Analysis is based upon the geographical existence of its tracks in various states and cities in United States, and the television broadcasting of its occasions in different nations. The business has 23 tracks in about 20 states of America and has tv broadcast through various Medias i.e. TNT, ESPN, ABC and Fox, in about 150 countries.This huge geographical segmentation offers the company local along with worldwide fan base.


The market segmentation of NASCAR is also highlydiverse based upon the gender, earnings and age of the consumer. Its existing fan base is majorly consisted of male married fans with an average age of 47 years and an earnings around $30-50 thousands. Currently NASCAR is attempting to increase its target market to the young growing population and kinds. To increase the group segment of its market NASCAR need to modify its marketing strategies to attract more age and lower its prices to enter in the marketplace sector with a low typical income.( htt1).


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


Behavioural segmentation of Note On Service Excellence Case Study Solution is based upon the behaviour of fans in terms of watching the race live on the television or by entering the events. Currently, the fans choice is towards enjoying the race in the house on television rather than going, as the customer experience at NASCAR tracks is not beneficial as well as costly. This choice makes the rates for presence lower than the rates for tv viewers. NASCAR has to change the behaviour of its fan base by introducing qualitative services at its tracks.

Target Market.


One of the prospective target audience of Note On Service Excellence Case Study Solution was Hispanics; the young and growing population of United States. The marketplace sector has fantastic possible for NASCAR as the population was growing at a higher rate and it was anticipated to end up being thrice after forty years and the section has increasing wealth rate with about $1 trillion of wealth in 2014. Although, the sector shows affinity with car culture, however need a more concentrated marketing towards welcoming the section towards racing.


Kids are likewise one of the prospective target market sector for NASCAR, as they are more linked socially than other groups. Producing fan base among kids can supply a possible boost in the variety of fans for racing due to their connectivity. Kids invest most of their times in playing and utilizing smartphones video games. Automobile racing video games established by Note On Service Excellence Case Study Solution can be a possible source of gaining 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 personalizing and improving its digital features to bring in the kids target market.

Generation Y.
Generation Y target audience consists of those who spent 5 times more resources on discretionary expenditures i.e. buying tickets for racing occasions, than others. This big expenditure makes the section potential for NASCAR marketing technique of increasing its fan base. The market segment is also easy to technique as 81% of the Y Generation consumer uses Facebook the use and every day is twice of using television and radio. The marketplace sector views sports as a get-together, rather than adherence to sport. The marketplace segment thinks about NASCAR as a company lacking in developing a multiculturalism environment. Note On Service Excellence Case Study Solution needs to take various actions to enhance the experience of Generation Y customers in its events.

5 C's of Marketing

5 C's of marketing helps in taking decisions relating to marketing. These 5 C's needs to be analysed correctly for taking any marketing decision. These 5 C's mean Environment, Business, Collaborators, Customers and Competitors.


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


NASCAR is an auto racing business with having USP of high quality auto racing with a global structure. Its sector is sports group and occasions. Its target audience is males in the age of 15-60 years. Company has actually closed business culture and having non-interventionist method.


Collaborations consists of suppliers, suppliers and alliances of Note On Service Excellence Case Study Solution. It is teamed up with different racing teams which are participating in racing. It also worked together with Turners Sport for digital rights. NASCAR used to earn money check of around $15 million every year from Turner Sports. There are number of cons behind this offer. NASCAR had to get approval from Turner Sport if it want to create its Facebook page, twitter account or even mobile application. Turner Sport likewise had rights of each and every single video which is shoot throughout race at track.


The client of Note On Service Excellence Case Study Help are its audiences. They target customers with having age of 15-60 years. Fan base of NASCAR consisted of married males with an average age of 47, which passes their fandom to their children and produce generational loyalty.


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

Marketing Techniques.

1. Keeping and developing Facebook Page.
One of the possible target markets segments for NASCAR is Hispanics which is the growing population sector of U.S.A. however unfortunately NASCAR had actually been not able to bring in the this targeted sector. In order to bring in the young growing generation the NASCAR must market by using social media like Facebook. It needs to develop a Facebook page consisting of the information relating to the races and the places of tracks to make the customer informative about the core operations of Note On Service Excellence Case Study Solution. It should likewise update its Facebook page on daily basis to provide information about its approaching events. This would make the target market section more informative about the business and would lead to attracting big fans base.
2. Establishing and Upgrading Accounts of Secret Drivers.
NASCAR chauffeurs has a low star power as compare to players of other sports. Its ranks 7th in terms of star power (see Case Exhibition). The significant reason behind it is that, the racers mainly play in teams and are not able to develop a key account and maintain a close contact with fans. The bad contacts with fans lead to less destination of audiences towards the racers and a low star power. Star power is an important element for bring in audiences towards tracks and towards tv. The star power for the drivers at NASCARA might be improved by producing and upgrading accounts of crucial motorists by NASCARA itself. This would get rid of the requirement of requiring motorists to maintain their accounts and would lead to increasing fans attention towards NASCARA chauffeurs.
3. Establishing New Games and enhancing existing games for kids.
In order to draw in these kids, NASCARA ought to improve its existing racing video games by presenting personalization in the cars and trucks i.e. altering colours, selection of speed, presenting group racing in the video game, utilizing better graphics related to the racing tracks and presenting various levels in the game. All these modifications in the current video game would provide much better experience to kids.
Along with it, NASCAR should likewise construct brand-new games connected to racing like kids racing with kids characters as drivers, cartoon racing with racing between different cartoon characters with a choice of picking the favourite cartoon character for the kids. These methods would enable the company to attract among its possible target sections.
4. Presenting multiculturalism at events.
Note On Service Excellence Case Study Analysis occasions are consisted of fans with very couple of cultural diversity, due to expense of arrival in occasions, making it unappealing for the customers perceiving sport occasions as affairs i.e. Generation Y customers. As the Generation Y customers are a prospective target market for NASCAR, therefore the company should take certain steps to attract this potential target audience. It needs to adopt methods to attract the consumers far from the tracks location with different culture. The technique to do so could be supplying special discount rates on tickets or complimentary tickets to audiences originating from a particular range or from another state. It would increase cultural diversity of the fans and would make Generation Y customers more satisfied.
5. Improving Consumer Experience at Tracks.
NASCAR ought to work on infrastructure and amenities at tracks due to the fact that on the race day audiences got disappointed. Viewers have many expectations from Note On Service Excellence Case Study Solution since in same market other companies are supplying better services than NASCAR. IF NASCAR do not work on this issue then its fans may shifted to its rivals.

Marketing Budget plan

Marketing spending plan made on the basis of the above methods for the duration of 5 years from 2011 to 2015, shows the cost associated information for the marketing strategies. It can be seen that technique 5 of enhancing customer experience at tracks would require highest initial financial investment and cost and technique 4 of introducing multiculturalism will need lowest preliminary financial investment with lowest further per year expense.
NOTE: The worths about cost are assumed on reasonable basis due the absence of facts and figures connected to cost in the case research study. Inflation rate of United States is assumed to be 10%.

On the basis of deep analysis of the internal and external factors of Note On Service Excellence Case Study Solution triggering the decline of tv viewership rate and participation rate at tracks, the above marketing techniques are recommended to NASCAR to increase its fan base in long term. These methods would manage internal elements like bad client experience at tracks, inadequate 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.