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Transcript of Event management service at Marks & Spencer
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RESEARCH WORK:
Launching Event Management Services for the Marks & Spencer
(M&S)
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TABLE OF CONTENTS:Introduction of Topic: .............................................................................................................................. 3
Brief introduction of Marks & Spencer: ............................. ................................ ...................... ................. 3
Environment Analysis of Marks and Spencer: ............................. .............................. .............................. .. 4
>>>External and internal factors that could affect the product and its services: ..................... .......... 4
>>>SWOT Analysis: .......................................................................................................................... 5
>>>PESTLE Analysis: ......................................................................................................................... 7
Introduction: EVENT MANAGEMENT ...................... ................................ ...................... ........................ 8
Event management and its components: ......................................................................................... 8
Wedding Event Management Service as a new product: ................................ ...................... .................... 9
OUTLINE OF THE SERVICEs which will be provided under the banner of Personalized EVENT
MANAGEMENT by Marks and Spencer, wedding event management as a new product. .......... .............. 9
Common DISTRIBUTION CHANNELS available for marketing of Wedding Event Management as a
Product: (4 Ps) .............................. .......................... ............................ ............................... .................. 10
>>>Segmentation & Targeting Process ........................................................................................... 10
Marketing tools integrated with the Product promotion: ............................... ....................... ................. 12
>>> Criteria for choosing the right marketing communication mix: ................................ ................. 12
>>> Sales promotions as non personal communication tool: ................................ ....................... ... 13
>>>Advertising as non personal mass promotion tool: ................................................................... 13
Possible Effect of role of Consumer behavior on the product: ............................ ........................ ............ 13
>>> Relevant Issues of Consumer Behavior: ................................................................................... 14
PRICING FOR the NEW PRODUCT: .......................................................................................................... 15
>>> Marketing costs: ...................................................................................................................... 15
>>> Wedding Insurance premiums: ................................................................................................ 15
>>> Total event management costs: ........................ ................................ ...................... ................. 16
>>> Total, Final pricing of the product: ........................................................................................... 16
LIST OF REFERENCES: ............................................................................................................................. 17
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Introduction of Topic:
Event management is a growing industry, with a lot of potential in it for the growth. Event Management
is a million dollars industry that includes hosting of events of various stature and semantics. Personal
functions or parties like marriages and birthday parties have become important social matters, whichneed to be professionally managed. These days all kind of events like meetings, seminars, exhibitions,
conferences, product launches everything is organized in a well mannered plan which is recognized as
an event. Event management is comprised with different event like personal events, leisure events,
cultural events, religious events, corporate events etc.In the following project, I am introducing the
event management services at M&S specializing in the wedding event management services. M&S,
itself, is a store with multi billions turnover. In the following report, I have developed a marketing plan
for the new product, which is WEDDING EVENT MANGEMENT SERVICES provided by M&S, followed by
brief introduction of M&S introduction, event management introduction, and the environmental
analysis of M&S. Moreover, the market segmentation and how the segments of the market will be
targeted is core point of the market plan. Suggestions regarding the pricing of the product and extraservices are given in an estimated table of figures according to the average budget. Issues that could
affect the consumer behavior are mentioned too along with the promotional tools and the criteria to
use the marketing communication mix are stated too.
Brief introduction of Marks & Spencer:
Marks & Spencer (M&S) is a major British retailer, with over 895 stores in more than 40 territories
around the world, over 600 domestic and 295 international stores. Moreover, It is the largest clothing
retailer in the United Kingdom, as well as being an up market food retailer, and as of 2008, the 43rd
largest retailer in the world. (M&S website, 2009).
Product lines of M&s are as follows: CLOTHING:
Womenswear, Menswear, Childrenswear, Shoes, Lingerie and hosiery, The Indigo collection,
Portfolio, Seasonal clothing, Beach Wear, Sportswear, Summer classics,
Cosmetics and perfumes Designer discount: This range includes the designers clothes at the discount rates. Breakthrough BreastCancer:M&S periodically markets charitable clothes for Breakthrough
Breast Cancer.
Food and Drink Homeware Technology Gift shop M&SMoney This includes the financial services provided by the Marks and Spencer. M&S Energy-This includes the electrical energy and Gas offered by M&S.
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In the year 1973, M&S expanded its market in the Canada and opened its 47 stores all across the
Canadian borders. Regardless of all the efforts made by M&S, the chain in Canada was never able to
move its reputation as turgid vendor. In the late 1990s, further efforts were made to modernize the
stores and expand the customer base, and unprofitable locations were closed. Nonetheless, the
Canadian operations continued to lose money, and the last 38 stores in Canada were closed in 1999.
Moreover, the Paris stores remained popular and profitable, the whole of the Western European
operation did not fare as well and eighteen stores were sold in 2001. In the year 1997 and 1998, profit
margins were pushed to untenable levels, and the loyalty of its customers was seriously eroded. These
factors combined to plunge M&S into a sudden slump, which took the company, its shareholders, who
included hundreds of thousands of small investors, and nearly all retail analysts and business journalists,
by surprise. The company's share price fell by more than two thirds, and its profits fell from more than a
billion pounds in 1997 and 1998 to 145 million in the year ended 31 March 2001.
In 2001, with changes in its business focus such as accepting credit cards, the introduction of the "per
una" accompanied by a redesign of its underlying business model, profits recovered somewhat and M&S
recovered some of its market share. M&S was ranked 17 in The Times' "Top 100 Graduate Employers2008. (Top100graduateemployers.com., 2009)
Since 2007, Marks and Spencer have changed their policies and moved them unto more socialize
facilities as in communal liabilities. Marks and Spencer have settled goals to reach targets including:
Giving 15,000 children in Africa a better education; reducing CO2 emissions by 55,000 tonnes per year,
tripling sales of organic foods; converting 20 million garments to Fairtrade Cotton.
(Vernon, M., & Mackenzie.C., 2007)
E
nvironment Analysis of Marks and Spencer:>>>External and internal factors that could affect the product and its services:One of the major factors that appear to have detrimentally affected M&S is one of self-righteousness.
While complacency should at no time be forgiven, it is easier to understand why this could have taken
place when the history of M&S is studied. Up until the mid-nineties M&S had been an extremely
successful company. They had diversified their retail business to include more products than any other
retailer and had continued to expand into other fields such as personal loans and life assurance (FT
07/10/88). M&S also had a strong policy on expansion of shopping space both inside and outside cities,
strengthening their market position and allowing for continued profitability. There was also a strong
move to international expansion during the 80s and 90s as M&S spread out to Europe, the US and
other locations around the world. Another contributing factor was that M&S had found that they hadsuch a market standing that it was unnecessary to advertise. The first advertising campaign launched by
M&S was only created as an attempt to stop the abysmal decline of their sales that took place in the late
90s.
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>>>SWOT Analysis:
The swot analysis of M&S is as follows in terms of strengths, weaknesses, Opportunities available for the
company and the external and internal threats for the company.
ST
RENGT
HS
j HistoricalGlory:Historical glory is something, which always have been a positive point for thecompany, as it add more value to the products of M&S.
j Look behind the label: Look behind the label marketing campaign was introduced in 2006.Being Fair-trade is the fundamental aim of this campaign for which environment friendly
textiles, sustainable fishing and fair-trade teas and coffees are sold in M&S stores. Moreover, At
Christmas, the company introduces a range of food products to support the housing charity
shelter predominantly in the food to go range including range of seasonal Christmas
sandwiches.
j High profileMedia campaigns: M&S has always run newspaper and magazine ads since theearly 1950s but the introduction of some famous stars such as Twiggy, David Jason, and later
on, Myleene Klass, David Beckham, Antonio Banderas, Claudia Schiffer, Helena Christensen,
Tatjana Patitz in various TV ads has helped raise the companys profile. (Helen. C., 2009)
j Consumers Confidence: Since 1999, the Customer Insight Unit (CIU) of M&S has been trackingtrends in the marketplace. Through talking to older customers, the CIU was able to identify a
gap in the current offers of M&S and the pinpoint to fill in the gap. With the insight it provides,
Your M&S was created, and new collection Portfolio was born which for example, increases the
womens confidence in the M&S women clothing. (Your M&S, Annual Report 2009).
j Hospitality: Most M&S stores feature some sort of hospitality offerings, usually in the form of anM&S Caf. These cafs offers fair-trade coffess and teas, pasteries, toasted sandwiches, soups
and cakes.
j New store Format: The full new look makeover is a reworking of the store design including thegutting of old stores, and installation of a brighter, more spacious, modern and contemporary
design, replacing the laminate floors with white tiles throughout (black tiles in foods), designed
clothing racks, Avant Garde product stands, total updating of decals, signage, equipment and
lighting. Till points, mannequins etc. M&S was the first retailer in UK to introduce the self
checkout tills in the food-halls of a small number of trial stores in 2002.
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WEAKNESSES
j Cut Flowers: War on Want criticised M&S along with other bigger stores chains in UK , in itsgrowing Pains report for using its manipulation to squeeze abroad suppliers to continuouslydecrease their costs while boosting up their own profits.
j ChangeManagementSystems: In the past, till now, M&S have invested heavily in a state-of-artmanagement systems which included computer information system and socio technical
systems. Even being so impressive, they have not always produced the good results even for
M&S. Deeply ingrained in the culture, these systems were developed keeping the old, stolid
image of the company rather than the refashioned image and in result, these systems
themselves came into crisis when they failed to deliver the expected financial results.
(Antelop projects, 2004)
j Financial performance: By late 90s, M&S were still working in the same fashion as they alwayshad, this affected their financial performance then and now .
OPPORTUNITIES:
j Building Success on Wholly owned or franchisedSimply Food stores: M&S is in the middle of aprogramme to open four hundred Simply Foodstores. (Finch, J . 2006)
j BP service Stations: M&S reached the 100-store milestone with BP service station franchise thisyear. (M&S ., Annual report 2009)
j Investing in high street stores: M&S is determined to flex their stores portfolio in 2009/10 toensure they give their customers the stores where they want them, and at a size that
accommodates a wide variety of products. (M&S ., Annual report 2009)j Financial performance:After fostering significant growth in recent years, mid-2008 saw share
prices plunge to well under half their value of twelve months before, as M&S struggled to cope.
(BBC News. 2008-07-02)
[
THREATS:
j Economy recession: As in the figures, the general merchandise including fashion, fell 8.9percent, while food was down by 5.2 percent, for which in the January 2009, M&S was to close
27 stores in a shock cost-cutting package that was about to bring 1230 loss of jobs. (Poulter.S.,
January, 2009)j Anti-Zionist activists: Some of stores have had their signage altered and their goods relabeled
lead by boycott held by many of the anti Zionists groups. (Weidenfield & Nicolson, 1990),
j Competitors: Such as Debenhams and Next etc.
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>>>PEST Analysis:
Pest analysis of M&S is as follows:
Political
Taxes change with every government and the VAT charged on every item
also change the tax payable to the government. Business taxes, Income
taxes plays an important role in M&S sales which are deducted from theannual sales.
Economical
The globalization of the internet has grown over the time. The online
purchases arte more quicker and cheaper than the latter shopping style this
has affected Marks and Spencer too, M&S have its online shopping website
where customers can have the privileges of the clearance and other
seasonal sales as per other manual shopping.
Sociological
Social factors as in the level of buying on internet than high street is
improvising and is affecting the level of sales too.
Technological
the more use of technology by keeping up with environment is necessary for
M&S for which they equipped the executives with new mobile technology to
speed up decision making and productivity. Moreover, number of the staffare given Windows mobile based smartphones capable of delivering
Microsoft Outlook e-mail, calendar and contacts.
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Introduction: EVENT MANAGEMENTEvent management is the application of project management to the creation and development of
festivals, events and conferences. Event management involves studying the intricacies of the brand,
identifying the target audience, devising the event concept, planning the logistics and coordinating the
technical aspects before actually executing the modalities of the proposed event. Post-event analysis
and ensuring a return on investment have become significant drivers for the event industry.
(Ramsborg, G.C., 2008)
Event management is the process by which an event is planned, prepared, and produced. As with any
other form of management, it encompasses the assessment, definition, acquisition, allocation, direction,
control, and analysis of time, finances, people, products, services, and other resources to achieve
objectives. An event managers job is to oversee and arrange every aspect of an event, including
researching, planning, organizing, implementing, controlling, and evaluating an events design, activities,
and production.
Event management and its components:
General planning
Event Concept, Event vision and mission, the SMART objectives of
the event, SWOT ANALYSIS. In a nutshell, its the Event Action Plan
Business planning
This includes the purpose and usefulness of business planning in
relation with the total business plans.
Putting the team together
This includes the outline of key roles and responsibilities of who will
do what, the recruitment issues, legal obligations etc.
Budgets and financial
management
This includes event budgets, control mechanisms, petty cash, cash
flow projections, budget for security purposes etc.
Legal issuesLegal status of events/event organization/contracts/ equalopportunities/ data protection will be covered unber this.
Insurance
This include the covers for the insurance and advice on claims
management
Event production operations,
Equipment, facilities, Health
and safety
medical provisions, welfare services, traffic and transport
management, security and stewarding, risk management and
assesment are covered in this part
Marketing and
Communications
marleting, segementation, targeting and positiong of the product,
media relations, and marketing strategies are devised.
Post event Post event steps are accounted in this part.
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Wedding Event Management Service as a new product:As for the Services for the Event management I will take the example of wedding even management as a
new product , for which M&S will provide the following services to the customers:
OUTLINE OF THE SERVICEs which will be provided under the banner ofPersonalized EVENT MANAGEMENT by Marks and Spencer, wedding
event management as a new product.This will include:
BUDGET AND FINANCIAL MANAGEMENT OF THE EVENT:
The total budget planning: M&S will plan the budget with the customer and will charge them
according to their budget and will provide the services he can pay for and need on the event.
WEDDING ATTIRE:
Bridal dress, Brides maid dresses, Groom wear:Customer will have the option either to buy itfrom M&S or to arrange for some more economical brand depending on the budget of
customer.
WEDDING Venue:
Interior or exterior designing of the venue: This is dependent on the demographics of the
wedding avenue, is it internal venue in some building or external outdoor venue
Wedding cake: depends on the size of the cake and the number of guests as per what
customers needs.
ACTUAL WEDDING DAY:
Reception: Reception for the guests and for the brides and groom family.
Photographer/ Video grapherto capture the moments
Entertainmentfor the guests could be hiring services of some music band or a singer etc.Prices
may vary on the level of the popularity of the singer or band.
Menu: Depends on the food and wine served in the event.
ACCOMODATION ANDTRANSPORT:
Accommodation and transport will include:
Transport for the wedding party
Arrangement of accommodation for the guestsHotel venue for the wedding party if needed
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OTHER OPTIONAL SERVICES ON CHARGE:
Invitation design/ distribution and RSVPs
Assistance with the compiling and mailing of Thank you cards
The other Services that M&S will provide along with the Wedding management on extra basis if thecustomer want them, will be
Wedding Insurance Premiums: Optional Marquee cover:
Common DISTRIBUTION CHANNELS available for marketing of Wedding
Event Management as a Product: (4 Ps)Marketing of the wedding event management services will be based on the following criteria:
Product: Will be based on the service a segment wants in their event according to their need, For
example, a couple want to have their first class marriage somewhere else than Uk. Moreover, a
customer will be interested in the benefits and the features they will get by using this product.
Price: Customers want higher value and quality, maximum benefits and premiums at relatively low
prices.
Placement: Wedding event management services will be available anywhere, where the customers
needs them, defines the availability of the product anywhere in the world at varying prices than in UK
for the Wedding event management provided by M&S.
Promotion: Promotion of the event management service will be done by using different communication
mix tools according to the region and the customers segmentation.
>>>Segmentation & Targeting Process
M&S customer segmentation work throws up 4 groups:
A: Green zealots: people who will actively seek out the most ethically and environmentally responsible
products.
B: Those interested and concerned, but often uncertain how to shop to achieve their ethical objectives.
C: Aware of the problem, not certain that their actions can have much effect or that they need to shop
differently.
D: Struggling, do not give high priority to issues.
The company gives some approximate figures for the numbers in each group compared to the numbers
of three years ago.
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Marks and Spencer consumer segmentation:
Group Now 3 years ago
A 5-10% 3-4%
B 30-35% about 15%
C 30-35% about 50-60%
D 25-30% 25-30%
Figure01 : Adapted from: http://www.carboncommentary.com/2007/10/01/21 ,
Accessed on: 25 May, 2010
Overall, the consumer segmentation of on the bases of possible market segments of the M&S for using
wedding services will be as follows
Consumer Segmentation Bases Possible Market Segment
Geographic
Dealing with who
buy (User
characteristics)
City Northolt, harrow, shepherds bush (segmentingdifferent town situated in London)
Country United kingdom, America, France
Climate Hot, Sunny, Rainy, Cold or Cloudy
Population
density
Population under 25000-100000, 500000-150000 etc.
Demographic
Who buys? (usercharacteristics)
Income Starting from 16000-20,0000 and above
Age 25-30, 30-35 and aboveGender Male, Female, mostly youngsters and middle aged.Family cycle Bachelor.
Social classor socio-
economic
Upper-middle, skilled working class,
Education graduate, post graduate, and above
Occupation Operatives; managers; officials, etc
Religion Any
Ethnic origin African, Asian, Caribbean, UK, Irish and others
Values Degree of loyalty, risk takers or risk avoiders
Behavioural
Benefits
sought
Discounts on the insurance premium cover of the
wedding and more discounts on the wedding attires ofboth bride and groom. Or 1 brides maid dress on half
price, if event management of M&S is used
Figure02:Adapted from: Consumer Market Base Segmentation Criteria (Michael J. Etsel et al(2004) in Principles of Marketing.
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As for the Targeting of the population group according to the wedding services: , the targeting will be
done on the basis of already segmented lets say; age group which will be done as follows: by keeping
the average financial consumption level of the consumers according to their age and their incomes,
which they are most likely to afford and use:
Groups Years of the age
Group 1 18-19 years
Group 2 20-25 years
Group 3 25-30 years
Group 4 30-35 years
Group 5 35 onwards
(MOST LIKELY TO USE)
The group which will be targeted is Group 03, 04 and 05. Group 03 and Group 04 are most likely to use
the service because they mostly are on the stage where they want bigger events and can afford it.As for the trends in the UK, people wed at later age around 35 and more, so the Group 05 is next most
likely population who will use the service.
Marketing tools integrated with the Product promotion:
>>> Criteria for choosing the right marketing communication mix:
The strength of the promoting new product is shown in the following table, which shows the relative
strengths of the communication tools, as is seen in the table, for the promotion of the M&S wedding
event management Service, two tools should be used heavily as in sales promotional tools, and mass
advertising, which will be enough for the marketing of such service.
Table 1: Strengths of communication tools, source: (Remco Prince & Peter C. Verhoef- 2007)
Selection
criteria
Advertising Sales
promotions
Public
relations
Direct
marketing
Personal
selling
Level of
control
Medium High Low High Medium
Level of
cost
High Medium Low Medium High
Level of
credibility
Low Medium High Medium Medium
Level of
dispersion
Low/medium Medium/high High/high High/
medium
Medium/high
Primary
tasks
Differentiating/informing Persuading Differentiating
/informing
Persuading/
reinforcing
Persuading
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>>> Sales promotions as non personal communication tool:
Sales promotion could be used in any way. M&S already have a array of menswear and a line for bridal
clothes, which make it more complimentary. Giving discounts on either on the bridal wear, or little more
money off on the wedding insurance cover, will appeal more customers.
>>>Advertising as non personal mass promotion tool:M&S is partly famous for its mass advertising these days as it reaches more customers and position and
differentiate the product from others competitors already in the market. M&S already have a position in
Customers mind as the value and quality in its service.
Possible Effect of role of Consumer behavior on the product:Consumer behavior plays an important role in the imaging of the new product as he is the one who buy
or use that service. Basically the variables that influence the individual behavior are:
PAST
PRESENT
FUTURE
Figure03 : Categories of variable influencing the individual, Adapted from- Williams. K. (1981).
PAST experience (of individual
with M&S)
Internal Physiological requirements: (what a
customer believe in, and how much he values the
M&S products)
Internal Psychological Structure: (how the event
service will be introduced psychologically)
External environment
(that affect consumer
behaviors)
-Economical (income
level)
-Physical-Social
FUTURE EXPECTATIONS WITH THE
NEW PRODUCT (discounts on services,
more added value to wedding event
services )
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>>> Relevant Issues of Consumer Behavior:
j Changing Tastes: Consumers changing tastes plays an important role on the development andsuccess of any product. To keep up with this issue, M&S will be changing its services according
to their needs and to match their requirements, that is why the estimation of the services is not
fixed to exact.
j Preference with new product: There are different levels of buyers readiness stage. Which areawareness of the new product (promotion of the product will help in that), knowledge of its
features and benefits, Liking (an average customer who love M&S will be most likely to use the
service than one who have mild likeliness for M&S), Preference (If customer prefer M&S on
Debenhams than he will most likely go for M&S wedding event management services),
Conviction (the level of the advertising influence on the customers and his preference level will
make him use the service), Purchase (this is the final stage of buyers readiness stage where
prospective buyers will come out for buying the new product).
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PRICING FOR the NEW PRODUCT:
>>> Marketing costs:
As marketing will be done through two promotional tools as in sales promotion and mass advertising so
the total costs will be according to the already budgeted money of M&S.
>>> Wedding Insurance premiums:
M&S Wedding Insurance provides four levels of cover; this will be added into the total final pricing of
the product as per the customer wishes it to be. For example, M&S provides 4 types of covers, which
include different level of costs in each cover.
Cover Tier 1 Tier 2 Tier 3 Tier 4
Premium (Inc. IPT at 5%) 59.00 99.00 154.00 189.00
Cancellation or Curtailment 5,000 8,000 12,500 17,500
Re-arrangement Up to 75% of the cost of the original service
Wedding Attire 2,500 3,500 4,000 5,000
Presents 2,500 3,000 4,000 5,000Rings 2,500 2,500 3,500 3,500
Cake 2,500 2,750 3,000 3,250
Flowers 2,250 2,500 2,750 3,000
Photographs and Video 2,000 2,250 2,500 3,000
Failure of suppliers 2,000 2,000 3,500 5,000
Transport 2,250 2,500 2,750 3,000
Wedding documents 500 500 500 500
Legal Expenses 10,000 for disputes relating to contracts
Public Liability 2,500,000 2,500,000 2,500,000 2,500,000
Stress Counselling Yes Yes Yes Yes
Optional Cover Loss or damageto marquees
Not Available 20,000 20,000 20,000
Additional premium for
marquee cover (Inc. IPT at 5%)
Not Available 70.00 70.00 70.00
Table 02: Adapted from: http://money.marksandspencer.com/insurance/wedding-insurance/cover-
premiums/
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>>> Total event management costs:
Total event management Costs will include the following, this will be the total price, M&S will charge the
customer as per the service they use and according to their budget: Lets say;
Average. Total budget of the customer from upper middle class is = 17,000
Then,
Total Costs to M&S
How much M&S will
charge the customer
Brides dress 2,000 2,500
designing of the venue: 2,500 3,000
wedding cake 1,000 1,200
Reception 2,500 3,000
Photographer/Videographer hire 500 800
Entertainment 1,200 1,500
Menu 1,500 1,500
Transport for 30 guests 900 1,300
Accommodation 40 per room for 2 600 1,000
Wedding insurance premium lets say Tier 01 if
bought 0 59
Service charges (Fixed for every customer) 1,000
TOTAL 12,700 16,859
>>> Total, Final pricing of the product:
Final pricing of the product will be done as per following criteria:
Against a competitor
T he more you spend than your competitors; more you will get in return.
M&S being a big company have to keep an image and quality, hence they do
mass advertising. Initial competitors for M&S are Debenhams and Next etc
Away from
competitors /productcategory
As the basic rival of M&S are not offering such services as wedding event
management services so other big event management companies will be
taken in account who are initially based in UK.
Quality/ Price
Quality and the price of the product will be taken in account, what will be
spend on the promotion of the product will be covered from the total price
of the product.
Benefit offered
Benefits which will be offered along with the product, their price will be
deducted from the total price of the product.
Product or brand
Attributes
More products attributes, means more costs to the final price of the
product.
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Conclusions:This report discussed the potential new product for the M&S which is wedding event management
service. As M&S is already offering the wedding insurance then, its good idea to cover up the wedding
event too, as financially, it is a great idea to slot in more to the companys turn over and to boost up the
companys profits. As the M&S have seen many ups and down financially, and now is on the recovering
mode, its the best idea to introduce such things which currently is not offered by M&S competitors such
as Debenhams and Next etc.
This report formulated the marketing plan and the estimated costs to the M&S and how much M&S can
charge in return to the customers.
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LIST OF REFERENCES:1. Vernon, M., & Mackenzie.C., (2007). Doing good, do it right, Management Today, November,
pp. 58-61, ISSN-0025-1925.
2. Helen. C., (2009). Marks in Time: 125 Years of Marks & Spencer. Weidenfeld and Nicolson.ISBN 978-0297858737.
3. Veryard Projects., (2004). Marks and Spencer: Veryard Projects Ltd and Antelope Projects LtdAvailable at: http://www.veryard.com/companies/mks.htm
Accessed on: 26 May, 2010.
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WORD COUNT: 4217 except bibliography