Section B: Caselets (40 marks

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• This section consists of Caselets. • Answer all the questions. • Each caselet carries 20 marks. • Detailed information should form the part of your answer (Word limit 200 to 250 words).

Caselet 1
NBC Industries had pioneered the battery technology in India for over 75 years. It was formally known as NBC Chloride Industries, a subsidary of FKS, U.S. It had been a leader in packaged power technology and was India’s largest storage battery company with internationally reputed brands. Till 1995, NSC’s major brand Suraksha had been the market leader in the automotive segment but was a niche player in the segment. Fifty percent of its sales came from OEM and only fifteen percent came from the replacement sales. The remaining thirty five percent came from industries, motorbikes and exports. NBC was forced to follow the downturn in the automotive sector. It was increasingly felt that the company needs to expand its market base and in an effort to do so, it decided to increase its penetration in the industrial segment. It went in for a technical collaboration with a leading industrial battery manufacturer, whose brand Pickwick, enjoyed a dominant market share in the industrial segment. It also acquired the production capacity of Pickwick. Thus, after the technical collaboration Pickwick which was a competing brand became a partner brand for Suraksha. Another advantage of industrial segment was that they were generally high capacity batteries, which gave

Pickwick continued to enjoy its heritage of being a Japanese brand.000 Ah. NBC now manufactured industrial battery for power. Using the latest technology. The total turnover of NBC was 30 crores. Semester 1 Examination paper IIBM Institute of Business Management Pricing As the two brands were technically identical. Since. Suraksha on the other hand. Currently. Distribution After the technical collaboration. required NBC to sell the industrial batteries under the brand name of Pickwick.5 Ah to 15. The industrial segment had been showing growth and NBC had capitalized on this growth. Product The NBC had a product range covering a capacity of 2. NBC was able to capture a good market share in industrial market. the company policy was to keep the MRP for both the same but the margin to the dealer for Pickwick was five percent more. Suraksha. had 1500 authorised dealers and 700 sub-dealers . mining and defence. Pickwick had 1000 authorised and 500 sub-dealers. Battery up to 20 Ah were sold through the dealer . computer industries. the company had four regional officers and twenty five branch officers. enjoyed an image of reliability and trustworthiness while. NBC’s original brand. The technical collaboration . railways. Suraksha and Pickwick were the major brands of the firm and catered to both the automotive and the industrial segment.higher profit margins to the firm. telecom.

sales of . He found that the Pickwicks sales were slipping continuously while. Consumer The buyer of battery was generally known to be loyal to the brand in the replacement market but in the industrial sales a committee took the purchase decision and therefore there was a time lag between inquiry and purchase. He was reviewing the monthly sales report for Suraksha and Pickwick batteries. The same sales personal handled industrial sales of both Pickwick and Suraksha. Thus a branch office took care of the industrial batteries upto 200Ah capacity and the replacement market of the automotive segment. Ajay Bhandari had recently joined NBC company as the branch manager at Nagpur. There were times when the branch manager would push Suraksha when his opinion was sought as it offered more profit to the company. Competition In the industrial segment NBC was facing competition from its unbranded imported products as well as the Indian manufacturers. the company had separate sales personal for Pickwick and Suraksha as the volume were generally very large. Anti dumping duties were put on imported products but batteries from SAARC countries like Bangladesh and Thailand continued to enter the Indian markets. For the automotive sales.network and those upto 20 Ah and more were sold directly by the product managers (Exhibit 1). The NBC policy was generally not to convert the Pickwick users to Suraksha unless the demanded brand was not in stock. The unbranded batteries were forty percent cheaper and were maintenance free and offered tough competition to the branded products but gave no guarantee.

Ajay Bhandari knew that the two brands have to be promoted simultaneously as it was evident that the sales of Suraksha brand increased at the cost of Pickwick and achieving the Pickwick target was going to be difficult. the two brands should be positioned differently in the industrial market and thus. Do you feel that Suraksha is cannibalising the Pickwick Brand? . This would increase the overhead cost but the commitment to one brand may help the sales executive to sell the product more convincingly. After a lot of pondering. this needed to be taken up the regional level because two similar brands in the same segment appeared meaningless. • Secondly. Semester 1 Examination paper IIBM Institute of Business Management • Promotion could be used to create perceptual difference between the brands but this would require substantial promotional expenditure over a long period before any thing could be achieved. • Separate executives should sell the brands even in the industrial segment. Although..Suraksha remained constant and this pattern seemed to be similar nationally. 1. Bhandari put forth the following alternatives in the meeting. ensuring that they were not competing with each other in the market and no selling efforts were wasted. Taking concern of the matter. chief executive officer (marketing) had called for a meeting of all the branch managers and regional managers to evaluate the reasons for the same and call for their suggestions.

. Rajesh realized that Indore market needs a state-of-the-art diagnostics center and thus. Indore (M. The centre had collaboration with Sahayata.D. banks and insurance companies.G. He hailed from a business class family and had his private practice as a physician. a young and dynamic entrepreneur was born in 1956.P. an NGO. Kasliwal always believed in providing best quality services for which he imported a Multislices CT Scanner. Thus .P).2. to tap the price sensitive customer who were given 50% reduction in the price. Indore. What are the problems generally faced by the companies going for multibranding? Caselet 2 Rajesh Kasliwal. and informed them about the latest services rendered by the centre. a highly advanced MRI Machine and Colour Doppler’s. hospitals. prices were not based on updation rather it was based on information provided by the examiners. To grow further. but a thought kept on tormenting his mind.M medical College. the objectives of the centre was to enhance the quality of patient care. The marketing executives with a graduate degree and experience in Pharmacy interacted with doctors. to enhance the diagnosis services. Kasliwal started a diagnostic centre with a small set up in 1980. he started Apollo Medical Investigation Centre in Late 80s’. The center had an immaculate track record of delivering the best in diagnostics. The centre had a tie-up with leading doctors of the city who visited the centre from time to time to treat the patients of O. Vishesh Diagnostic Solutions came into existence in August 2003 and was located in the heart of the city near Geeta Bhawan. He was a medical graduate from M.

Dispatch and Customer Care Cell . Intensive Care Unit. Indore. The initial step in this direction was taken up by Pioneer Laboratories in the . The centre believed in maintaining the punctuality by delivering reports on time. Sonography. In a company like India there were diagnostic centres But a need was felt for a complete centre. centrally air conditioned floors. a 48 year old. which included Radiology. Vishesh Diagnostic Solutions had six departments. which evoked the customers’ feelings.M Medical College. By this time the Centre had reached a turnover of Rs.865 crores and the customer base had increased from 25 to 200 customers per day.the PR executives interacted with the Top Executives/Corporate Heads regarding their health checkups. Each department had their own process owner. 4. He hailed from a business class family. well-designed interiors. who briefed the patients about the various tests and procedures. high level of cleanliness.45. confidence and reliability of the customers and the doctors and believed in providing the ultimate solutions. which would provide ultimate solutions to the ailments.G. enterprising. The management emphasized on happiness of the clients. The diagnostic centre included good seating space. Mammography.86. He had decided to diversify into the hospital business with a world class Operation Theatre. Nephrology section and General Ward. good cafeteria. and dynamic entrepreneur was born in 1956. which dealt in the business of scientific equipments. Rajesh Kasliwal. He was a medical graduate from M. Rajesh Kasliwal was never complacent with whatever he had achieved. Special Ward that would include Trauma Section.

rather than the diagnostic aspect. It enjoyed an enviable position in the industry and had been the front-runner on technology absorption.4000 sq. Vishesh Diagnostic Solutions came into existence in August 203. Rajesh Kasliwal had his private practice as a physician but the idea of enhancing the diagnostic services to centre to the needs of his patients constantly occupied his mind. a centrally located commercial place in late 80s’ by the name Apollo Medical Investigation Centre. This departed from the traditional of all pathology labs by bringing a CT Scanner first time in the Indore city. he shifted his investigation centre at Palasia Square. spreading over 3. and it motivated him to survey the hospitals and diagnostic centres within the country as well as abroad. feet an independent four storied building. the Indian market saw a revolution in diagnostic business. It was . as hospitals in Indore began to using more on the basic hospital facilities pertaining to patients. By this time. Indore (Madhya Pradesh). with the zeal to do something in the field of diagnosis.year 1950. The centre was promoted by the undisputed leaders the very best in diagnostics. Thus. With an aim to provide complete diagnostic solutions and to resolve diagnostic dilemma. Semester 1 Examination paper IIBM Institute of Business Management To grow further in this field. but it had a limited set up for the requirement of the patients with the changing time.This was the time when Rajesh realized that Indore market needed a state-of-the-art diagnostic centre. Kasliwal started a diagnostic centre with a small set-up in 1980 at Chetak Centre near RNT Marg. the largest stand alone diagnostic facility in the country.

Product Rajesh Kasliwal always believed in providing best quality services for which he imported a Multislices CT Scanner.created with the vision “On what matters most. a highly advanced MRI Machine which was among very few machines in the country.e. It was ensured that every delivered service met the clinical needs in the most perfect fashion. The state-of-the art technology worked in synergy with global expertise for accurate and timely diagnosis. The objective of Vishesh Diagnostic Solutions was to enhance the quality of patient care. a project of Rs. 32 crores was an initiative to brought in the latest medical technologies and breakthrough in the field of diagnostics in Indore. With the capability of conducting all routine MRI studies in virtually no . The principal aim of the centre was to provide single window solutions for investigations ranging from simple pathological tests to complex imaging problems combining multiple devices. Profile Vishesh Diagnostic Solutions. increased speed and innovative applications and the year April 2006. an attitude of care and concern. This was supported by intelligent technology. which was the third in the country and had the facility of navigating the human body at 38 slices per second. It recognized and appreciated the attitude that a noble professional must posses i. Its promoter always believed in professional ethics and values. The virtue of management was reflected even in a routine procedure by a paramedic or examination by a specialist. were patient and the diagnosis”. they came up with an OPD division.

This enabled better accessibility and connectivity to the center. The place was near the Medical College and surrounded by leading hospitals like Suyash hospital.B Road Indore (M. the machine also facilitated special investigations like MR Spectroscopy. Semester 1 Examination paper IIBM Institute of Business Management Promotion To reach the customer better. to name a few. special tests and hormonal studies Vishesh Diagnostic Solutions. Two types of colour Doppler’s were brought to Vishesh. Place The Diagnostic Centre was located in the heart of the city near Geeta Bhawan A. MRI Angiographies and high quality Abdominal and Pelvic Imaging. had a well equipped and advanced pathology lab. elisa readers and numerous other equipments. In order to reach the customer at the earliest and provided them prompt services the centre provided the patients with a mobile van. one was Radiology Colour Doppler and the other was Accuson Sequoia. automatic cell counter. one of the best Cardiac Colour Doppler available internationally. S N G Hospital. free health check-up for children in association with Nai Duniya. which was constituted of auto-analyzers. Lipid Profile check-up on World Heart Day. a Hindi daily newspaper. CHL Apollo. wheres .Y Hospital.P). M. Gokuldas Hospital. For various routine tests. It was very powerful and highly useful in the case of obese patients. Vishesh diagnostics solutions organized various camps on nominal basis like Mammography check-up on Women’s Day.time.

the other was customized according to the information provided. which included disease specific. Prices were not based on updation rather it was based om information provided by the examiners.P.per visit. one helped in building business volumes and was cost effective. The doctors were invited to these programmes according to their specializations after every fifteen days. People . because in a service industry it is difficult to price a product against the industry norms. Apart from that. For such programmes the patient paid Rs. Vishesh Diagnostics Solutions used innovative patient centric approach and a solution based approach for general health checkups.per check-up and the Centre paid the doctor Rs.D. Price Vishesh Diagnostics Solutions followed a competitive pricing strategy. organ specific and individual specific packages. which was valuebased (Annexure 1). 50/. an NGO. The centre had collaboration with Sahayata. to tap the price sensitive customer base and was given 50% reduction in the price of the various services. They followed two types of pricing strategies. This helped in bringing volumes as this customer base comprised of 35% of the total clientele.30/. The centre had a tie-up with leading doctors of the city who visited the centre from time to time to treat the pre-registered patients of O.the mothers educated about obesity related ailments and remedial measures. Apart from this the centre conducted CME’s (Continue Medical Education) programmes for doctors by its Radiologists who provided knowledge about new equipments and facilities.

In order to make the . banks like Canara Bank. from housewives to working women. specialists and academicians. Physical Evidence The basic characteristic of service is that it is insurmountable in nature. which included annual health check-ups and pre-employment check-ups. trained and dedicated team of professionals. from stressed out individuals to physically healthy ones. The executives interacted with doctors. Union bank and State Bank of Indore and insurance companies like Max New York Life. and informed them about the latest services rendered by the centre once a month or fifteen days. depending upon the customer profile. Aviva. an autonomous body promoted interactive intelligence in imaging. The PR executives on other hand. The centre also believed that employee satisfaction would lead to customer satisfaction therefore. who adored innovation. were selected and thereafter they were imparted with a minimum of six months on the job training. The training programmes were manned by highly qualified. a unique gesture they envisaged right forum of discussion and deliberations among experts.Vishesh interactions. from employees to self-employed professionals. hospitals. The varied packages introduced by the centre comprised of categories of people right from senior citizens to children. directly interacted with the Top-Executives/Corporate Heads regarding the executive health check-ups. marketing executives who had a graduate degree and experience preferably in Pharmacy. The centre had made special efforts to create ambience in which the customers felt comfortable and relaxed. ING Vyasya etc.

Pathology. i. Process Vishesh Diagnostic Solutions had six departments which included Radiology. Dispatch and Customer Care Cell.services reachable to the customers the various amenities were supported by promotional material and brochures. abundant parking space. the process owner received the customers and treated them as their guests. high level of cleanliness. The management emphasized on happiness of the clients. After the preliminary formalities the process owner escorted the patients to the respective departments. The diagnostic centre included good seating space. confidence and reliability of the customers and the doctors and believed in providing the ultimate solutions. designed service facilities.e department’s coordinators who briefed the patients about the various testes and procedures besides carrying on the diagnostics tests. In the front office. well designed interiors inclusive of proper signage boards. appearance of the people. Each department had their own process owner. As services are intangible in nature therefore. It also enhanced credibility perception and increased satisfaction with the service experience. good cafeteria. the centre gave special attention to the patients. evoking the customers’ feelings. Mammography. The process owner later on took the patient to the dispatch department where he was briefed about the date and the time when he could receive the reports. The . centrally air conditioned floors. Sonography. pleasantly Semester 1 Examination paper IIBM Institute of Business Management decorated corridors.

In order to provide exclusive patient care services.centre believed in maintaining the punctuality by delivering reports on time. and General ward with Auto Clave Construction. 1. CEO of Vishesh Diagnostic Solutions. special Ward that would include Trauma Section. 2. What were the various strategies adopted by Vishesh Diagnostic Center. If you were Rajesh Kasliwal what necessary steps you would have taken to enhance the performance of the Centre? . Intensive Care unit. doctors would also be called from across the globe. 86. Nephrology section. explain what parameters of service quality are listed in the case? 3. What do you understand by service quality. Future Ahead By this time the Centre had reached a turnover of Rs.865 crores and the customer base had increased from 25 to 20 customers per day within a three year span. Rajesh Kasliwal was never complacent with whatever he had achieved. 4. it was felt that 60% of the machines were under-utilized as the doctors were unaware of the advanced technology. he had decided to diversify into the hospital business with a world class Operation Theatre. How would you visualize the success of Vishesh Diagnostic Centre after diversification? 4. However.45. According to Kamlesh Pare. Discuss them in light of seven Ps of service marketing. which would enable proper maintenance. With his maverick temper of moving ahead and with eagerness to do something different.

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