Home Solutions (India)Limited

Kitchen Section

Analysis of Problem in Detail

Introduction of Mrs. Raj Dogra
Mrs. Raj Dogra, a middle-income working woman wanted to revamp her home. She was keen to
have a new kitchen with smart designs as were displayed at Hometown.
Introduction of Mr. Vipin
Mr. Vipin, who was In charge of designing the kitchen.
Case -
Mrs. Raj Dogra made several visits to Hometown and spent lot of time with Mr. Vipin
.Mr.Vipin made false promises that modules would be fabricated at the company’s world class
facility at Nagpur. Then he had handed over the blueprint of the modular kitchen and diagrams
suggesting changes in the kitchen space. After that he sent technical staff for inspection after
repeated requests from the Mrs. Dogra. After seeing all the things technical staff approved the
space ready for installation,
On June 6, Mr.Vipin was unsure of the delivery and reluctant to give commitment. After two-day
she went to Hometown to know the exact status from Mr. Vipin who was trying to hide himself
so as to not face Mrs.Dogra. After she encountered, Mr.Vipin revealed that the company did not
have stock as specified.
Mrs.Dogra was totally upset. Because she was knowing from the past one month, she is facing
problem in making Food. On speaking to Mr. Vinod, Head of kitchen section, Mumbai,
Mrs.Dogra was to change her specifications as the required material would be available only
after 3 months. Previously she was assured that the products would be delivered within 10 days.
Promise to compensate for the delay was not attended.
Mrs.Dogra was not given proper information about the delay and they were also not telling what
will be next. After seeing this response, she sent an email to the Pantaloon Customer care cell.
Finally, material was delivered to the customer. But problem was not ended their when carpenter
came to install the same, it was discovered that the material was short supplied and the kitchen
was not ready for installation as the plumbing work was not in order, even though it had been
approved by the technical team of Home Town.
Mr. Vinod visited Mrs. Dogra house and promised to change within this week. But then also
team was unable to do the things as per the need of Mrs. Dogra. This annoyed Mrs.Dogra very
much (As she was knowing that she has to pay these services are not free for her)
Lastly team of Home solution tried to identify its mistakes and learn from them so that they are
able to provide effective service delivery and eventually are able to meet customer expectations.
My Recommendations for the case
1.According to me there should be a team, or we can say Customer Relationship Manager should
be there who can interface between the customer and the organization. So, for every problem
their will be a team and they will also help in building the relationship with the customer.
2.Secondly Market Research should be arranged as to know more about the customer. More than
what new things can be added in the product.
3.Tracking of Product should be maintained in such a way that can be provided to the customer
which will increase the transparency between customer and services, or we can say easy
traceable should be there for the order
4.Booking or Fixing appointment of service provider it should be set as per the comfort of
customer
5.Motivating employee how they can provide more better services to their clients
6.Incentives and Gifts should be given to the employee who is doing good in their job
7.Training sessions should be arranged to handle the problem so it can minimize the rate of
Failure
Lastly what I feel personally is that employees should be self – motivated than only he/she can
show his work in the organization.
Summary of the facts Presented (In Sort)

 Company does not meet the deadline.

 Product stock unavailable.
 Unprofessional attitude of Company Employee
 Response to complaints were very Slow
 Lack of customer driven service
 Lack of delivering service
 Company image was Low Down (Company Promises Mismatched)