Case Study: Home solution(INDIA)

limited- kitchen section

Presented to: Presented by:

Shailaja Manocha Abhishek Dwivedi
Sarvesh Dubey
Harshit Nagar
Saurabh Chaudhary
Neetika Wadhwa
 USP:
AB GHAR BANANA KITNA AASAN!
(Now Making Home is so simple!)
Slogans:
KEEL SE KAMRE TAK, GHAR BANANE KI SAARI
CHEEZEIN AB EK CHHAT KE NICHE
(From nail to room, all the things needed to build
home, now available under one roof)
Home Solutions (India) Limited, A Future
Group Company
Home Solutions - A venture of Pantaloon Retail
India Limited, a Future group company.
Future Group is Indias leading business group.
Led by Mr. Kishore Biyani (CEO), the Future Group
operates through six verticals :Retail, Capital,
Brands, Space, Media and Logistics.
The group is currently developing over 50 malls and
consumptions centers across the country.
Future group vision
Deliver Everything, Everywhere, Every time to
every Indian customer in the most profitable
manner.
Future Group Mission
Customers to be served by creating & executing future scenarios in
consumption space leading to economic development.
Trendsetters in evolving delivery formats, retailing, affordable
consumption for customer.
Efficient, Cost conscious & committed to quality.
Positive attitude, sincerity, humility to be the driving force.
Future Group Core Values
Indianness confidence in ourselves
Thought & business Leadership
Respect & humility
Introspection
Open & receptive to new ideas, knowledge & information
Valuing & Nurturing Relationships
Simplicity & Positivity
Home Solutions (India) Limited-Kitchen
Section, Three components
1. Service environment
High visual appeal at the stores.
Creating high customer expectations Service
provisions displayed as electrical fittings,
plumbing, interior decoration, modular kitchen,
etc.
Store divided into sections as Exhibition, Market &
Services.
Hometown positioned as an amalgamation of
value- lifestyle propositions.
2.Service product
Products from all major manufacturers of
several products as sanitary ware, bath fittings,
fixtures, furniture's, etc. displayed.
Customers given price, service & product
guarantee.
One year guarantee on workmanship of jobs
undertaken from the date of job completed.
Every product or service provided backed by
reliable manufacturers and service providers.
Exchange/ Refund option with customer in case
of any manufacturing defect.
3.Interaction quality
Aggressive advertising with the USP of Ab ghar
banana kitna aasaan.
Full page advertisements, hoardings, Slogans
used as part of the advertising and
communication campaign.
What you see is what you get pitch used with the
customers.
Focus on pre sale engagement with use of
software to design fancy modular kitchens.
Commitments and guarantee of delivery and
installation within stipulated timelines.
 Home Solutions (India) Limited-Kitchen
Section, Service Quality
Reliability :
Home Solutions ability to deliver the promised
service dependably and accurately. For instance:-
Mrs. Dogras trust on the big brand name of home
town/future group.
Already placed an order for bathroom items and Jacuzzi
giving her higher conviction to go with Home solutions
for kitchen.
Substantial time spent during pre sales with the design
incharge & technician giving further assurance to
customer.
Initial fee also paid by Mrs. Dogra after commitments
given by the design incharge to deliver by the stipulated
date.
Assurance:
Knowledge & responsiveness of employees who
are able to inspire trust and confidence-
Multiple assurances provided to Mrs. Dogra on the
initial design chosen but the final product
delivered was different.
Timelines of 30 day delivery never met and rather
a 90 day to and with total service failures from the
company , hence never kept assurances on
timelines.
False assurances by Mr. Vipin (manager) and
unsurity of delivery creating total ambiguity for
the customer.
Unprofessional acts by Mr. Vipin of not taking the
customer calls, hiding away from face to face
discussions with the customer.
Tangibles:
Physical delivery against order, equipment and
appearance of personnel-
Customer asked to review his product specifications as
the earlier ordered product stock was no more
available with the company and to get the same stock
customer will have to wait for over 3 more months.
The kitchen material later supplied was also short
supplied.
Also the plumbing work though approved by the
technical team of Hometown was still not in order.
Work was finished will the plumbing problem still
unattended.
Material supplied finally was also different from the
one selected by the customer as an alternative to the
earlier specifications.
Empathy
Giving individual attention to customers;
understanding and caring for the customer-
Ineffective display of empathy to the customer
despite repeated follow ups and reminder sent
from the customer.
Indifferent attitude of employees post sales.
Ineffective management of escalations and no
considerations to customers agony of
dismantling her kitchen and alternatively using
the bathroom as kitchen in the given state.
Responsiveness:
Willingness of Home town to help customers
and provide prompt service-
Mr. Vipin consistently ignored the customers
phone calls.
No pro active communication to the customer on
delivery delays.
Auto generated messages to customer complaints
with no response for days together despite
repeated reminders.
Callous attitude of the employees towards
commitments to complaint customers.
Multiple escalations to reach out to the senior
employees in the hierarchy for resolutions.
Home Solutions(India)Limited Kitchen Section
Key Factor Leading to Provider Gap:
Gap 1: Inadequate understanding of customer
requirement and limited or no focus on service quality
Gap 2: Lack of communication
Between management and customers
Between contact employees and managers
Gap 3: Insufficient Relationship Focus
Focus on transactions than relationships
Gap 4: Inadequate Service Recovery Process
Lack of encouragement to listen to customer complains
Failure to make amendments
No appropriate recovery mechanism for service failures.
 Conclusion
According to this case study conclusion is that
Home solutions(India) Ltd. is not fulfilling the their
core values , whatever they mentioned.
The major issues regarding this case study are:-
Improper understanding of customers needs and
requirements.
Lack of communication between management and
customers/ employees and managers.
They are much more concerned about transaction.
Avoiding customer complaints.
Inappropriate recovery mechanism for service
failures.
Aab Ghar Banana Kitnaa Mushkil