Milestone D

Analysis of Data
In this project, multiple objectives are being covered. All the small projects had one common goal
of cost optimization in operations expenses.

Project A:
Operational auditing was done of all the properties in Gurgaon. The data was collected from
existing residents and RFM’s (Facility Mangers) by asking simple questions about operations related
issues. Some of data was collected from the issues raised in apps by Residents with the help of
Intercom software.
The data collected was qualitative which was later cleaned and categorised. The categories were
food, Electricity, Appliances, housekeeping, payment etc. A sample of one of the audit reports:

Based on the following report, tasks were created on the basis of data that was collected.
The main issues were related to housekeeping and AC (appliances). For project purpose these two
issues were selected to work on. In order to reduce the number of complaints and costs related to
housekeeping, task-based housekeeping was introduced. In tasked based housekeeping the
employees are paid on task based. They will get a schedule for cleaning the rooms of each property.
The new schedule of one of the properties:

To implement these new process, new vendors were required. To begin with, data was collected
through online search about various vendors who are currently serving this domain. Data collected
includes the serviceable area of the vendor and the pricing scheme, existing clients. Next step was
to contact the vendor by mail, or WhatsApp or phone call.

(Entire Data cannot be shared due to company policies)

If the vendor was ready to work according to company rules and policies a meeting was scheduled
with the manager for further negotiation. After which a vendor was finalized to take up on the task
based housekeeping project.
Project B:
In this project, intercom software was used to collect data. Through intercom, CoHo residents can
send their complaints directly to the operations team. Even if they have any finance related or
technical issues, they can be sent directly via the app.
After analysing complaints on a daily basis in the month of April, it was found that majority of the
issues were related to Air Conditioner as it the demand for AC is high in summers. AC issues were
high due to Summer period. After the chat with manager it was found that there was no pre
servicing of ACs. The Ac s were serviced only after the complaint was received which was affecting
customer experience.
To solve the problem the data of last servicing date of all AC was obtained and then new scheduled
was created for AC servicing.
Also, many residents were raising AC complaints but when a person was assigned to check those
complaints it was found that the appliance is working properly instead there is a problem with the
cooling mode it was operating on. To reduce such type of complaints as majority of complaints
were related to AC, a checklist was designed and handed over to the RFM. Now whenever a
resident raises a complaint, a checklist is performed by the facility manger first in case there are any
minor problems and if they could be rectified at that point. If the problem still existed then only a
dedicated task was created.
Also, some other problems which were affecting customer relation such as not getting all the
amenities during move in was resolved by creating a moveout check list. In which RFM will check if
all things in the check list are there is room or not so of something is missing It can be given and the
room will be already for next move in. For that checklist procedure was made mandatory. The
facility manager now needs to strictly fill up the checklist and get it signed by the resident both
while moving in and out of the property to ensure damaged to property and loss of items. In this
case we could enhance the customer experience for the person who is coming in future to the
property. For those residents who will be joining in future, it was ensured that the room was ready
with all the amenities.
Example checklist for one of the residents:
Project C:
Next project was to find new vendors for décor items like Wall clocks frames etc. The objective was
to reduce the supplier bargaining power as there were only one supplier each of one of above. The
vendors were searched on internet on indiamart Justdial, trade India. The data collected included
the name, location, price. While negotiating with vendors the parameters used were scale of
business, existing brand partners, and future prospects of business.
The vendors were the asked for a sample to see the quality of products they are offering. If the
products are of good quality and the price range is as per our expectation the they were called for
meeting. During meeting the pricing, payment methods and delivery time all these were discussed.
During these projects the cost of wall clocks was reduced from Rs. 240 to Rs. 95.

(Entire Data cannot be shared due to company policies)

CoHo.in Branded wall clock Price

300

250

200

150

100

50

0
Initial Price New Price
Series1 240 95