History

Google began in January 1996 as a research project by Larry Page and Sergey Brin – Stanford University Ph.D. Students

Main competitors are Yahoo and Windows live

The domain name for Google was registered on September 15, 1997, and the company was incorporated on September 4, 1998.

Dr. Eric Schmidt

4.1 Billions searching

50.17 $ Billions

10.71 $ Billions

The Google search Mission

"to organize the world's information and make it universally accessible and useful“

SWOT analysis

STRENGHTS WEAKNESSES• Corporate Reputation & Brand Trust • Highly skilled employees• The speed and simplicity of its search engine • Huge cash reserves• Profitable business model

• Increasing costs compared to sales• Dependence on advertising business• No other cash flow source than advertising

OPPORTUNITIES THREATS• New internet devices• New advertising platforms• Increase in worldwide internet penetration increase the total user base

• Increased competition in the search engine market• Privacy concerns• Business model imitators

Segmentation & Targeting

The Google search:• Offers products that generally appeal to a mass

marketDoesn’t matter what you are using the web for

• Target web users all over the world

The Google search is positioned as:

Solution-centricConvenience Fast & quality resultsInnovativeSocially responsibleVast networks, deep knowledge

Positioning

Google primary strategy is to focus on Search Engine Marketing . Indexing every website on the web, giving faster results with accuracy.

Google’s Ad-Sense, Ad-Word and display network helped Google to generate huge revenue form the Internet Market

Differentiation Factors Robust Data Centers around the world Unique Page Search Algorithm Ad-Sense & Ad-Word

Google Positioning strategies

Core & supplementary product

Setting Prices and Revenue MANAGEMENT

income

Pricing Strategy

Value-Based Pricing PPC-PAY PER CLICK

Payment Method

•Credit/debit cards

•PayPal Payment

•Coupons

Objectives of the Recovery System

• Make it easy for clients to issue their complaints

• Address client’s complaints in the shortest time possible

• Ensure clients are satisfied with how their complaint was handled

Strategies of Complaints Handling

• Google Checkout service• online form. • Postal serviceGoogle Checkout - Complaints

Belgrave House76 Buckingham Palace RoadLondonSW1W 9TQU.K.

• Contact number 0845 080 1800 • Financial Ombudsman Service

Service delivery System

Operating Strategy

Service Concept

Target Market Segment

• Education,Entertainment to the everyone• Common

Service to whole the world

• 24 hours service

• Fastest,Accurate links to the information• Easily can

enter to the system

• User friendly

• All the people in around the world who searching the information

Google Search Strategic Service Vision

Service Design elements of Google Search• Structural

Front office is only Screen , Back office play very vital role in Google Search.

Very aesthetic view in Google search web page

Competitive Advantage on Location is very lowThere are lot of existing servers to managing the peak

Demand

• ManagerialService encounter is the time

period person log in to the Google Search

Fast and lot of alternatives are the main factors evaluate the Service quality of GoogleCompetitive Service Strategies

Google now occupy the Focus Strategy• Justification1. Globalized operation2. Large amount of Users3. Narrow Service category 4. Always update the programs rather than competitors

Globalizing Factors

• lo w Customer contact• low Cultural adaptation • low Customization (common service)

• Complexity (All the back office tasks are standardized)

Balancing Demand Against Productive Capacity

How Google Managed Their Demand Against Capacity

Demand Management Strategies Dividing services into categories

Capacity Management Strategies Create different servers to different region Create separate page for each countries

Service Quality

Why is service quality important

To understand and achieve service quality to satisfy the customers’ expectations and needs.

Service Quality at Google Search

do one thing , and do it wellFocus on user and all else will followFast is better than slowYou don’t need to be at your desk to need an

answerThere’s always more information out thereMake money without doing evilThe need for information crosses all bordersYou can be serious without a suitGreat just isn’t good enoughDemocracy on the web works