Sei sulla pagina 1di 13

HOME SOLUTIONS(INDIA) LIMITED-KITCHEN SECTION

ABOUT THE 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


Case is about Home town-kitchen section

SERVICE PROVIDED
A retail store which has large variety of home solutions. Their service includes 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.

MARKETING MIX
PRICE It was mainly for budget buyers and it differs based on customer choices.

PRODUCT
Products includes all house necessities PLACE

Noida- Delhi
PROMOTION Newspapers, Hoardings, brochures and pamphlets.

CONT.
PEOPLE Employees, Customers and others service agents. PHYSICAL EVIDENCE Retail store, house and kitchen equipments PROCESS Customized kitchen facility, Complex, High involvement of customer, Home delivery, Kitchen fitting

GAP MODEL
CUSTOMER GAP Expected service
Customer came with an expectation of getting new and stylish designed kitchen.

Perceived service:
Will be known at the end of the presentation.

KNOWLEDGE GAP As it is customized design approved by customer and retail store. The perception of the employee is same as the customer. Hence it is Zero gap.

GAP MODEL
STANDARD GAP There is a Gap here. Colour of the shutters were different. DELIVERY GAP The delivery of service is totally different. COMMUNICATION GAP Communication was really poor. Communication was more from the customer side and very less from the company side.

EXPECTATION Tolerance level was high

CUSTOMER PARTICIPATION High customer involvement

CUSTOMER PERCEPITIONS
Reliability

Responsiveness
Assurance Empathy Tangibles

Service quality

Situational factors

Product quality

Customer satisfaction

Customer loyalty

Price

Personal factors

CONT..
MOMENT OF TRUTH Phone Face to face Email SERVICE ENCOUNTER THEMES Adaptability

SERVICE MANAGEMENT TRIANGLE


Company Internal Marketing External Marketing

Employees

Delivering the promise

Customers

Interactive Marketing

SERVICE MARKETING SYSTEM


It is totally marketing effectiveness Theatre based

Physical evidence

SERVICE BLUE PRINT


retail store Display designs Manpower Visit to stores Choice selection Installation

Customers action

Onstage action Employee interaction Designer interaction Plumber electrician Vaastu Carpenter Warehouse billing

Off stage actions Development of products Support process IT system & software Electricity Cargo team Import Delivery