Whirlpool is a leading home appliance manufacturer with a vision of pride, passion and performance in every home. It focuses on innovation, operational excellence and customer centricity. For quality management, Whirlpool uses tools like Six Sigma and the Kano model to understand customer needs and improve products and processes. It aims to satisfy customers through attributes like effective products, good service, reasonable prices and a strong reputation. Whirlpool seeks customer feedback to address issues and enhance the customer experience.
Strategic Management project on Johnson & Johnson Shobhita Dayal
This presentation talks about the complete framework of the strategic planning of the Johnson & Johnson company. All the topics of strategic management course is been covered, in this ppt starting from SWOT, Strategic Map, External Factor Analysis, and all other major strategic tools.
This slide was prepared by me, for my term paper presentation on IKEA's operations management.
Slide comprises of a brief company overview with its mission & vision, global outlet locations, product lines, key aspects of operation functions, swot and conclusion.
All information were collected from secondary sources.
Strategic Management project on Johnson & Johnson Shobhita Dayal
This presentation talks about the complete framework of the strategic planning of the Johnson & Johnson company. All the topics of strategic management course is been covered, in this ppt starting from SWOT, Strategic Map, External Factor Analysis, and all other major strategic tools.
This slide was prepared by me, for my term paper presentation on IKEA's operations management.
Slide comprises of a brief company overview with its mission & vision, global outlet locations, product lines, key aspects of operation functions, swot and conclusion.
All information were collected from secondary sources.
Dove: Using Consumer Psychology to Understand Buyer BehaviourSofia Fominova
The report analyses Dove’s products and advertising campaigns, to 1) understand the product involvement level and studying consumers’ motivations behind purchases, 2) conduct an in-depth STP analysis, and, 3) apply relevant consumer psychology theories to thoroughly understand the aspects of Dove’s consumer behaviour.
PROJECT REPORT ON “CUSTOMER BEHAVIOUR OF HUL WATER PURIFIER -PUREIT’S CUSTO...Gaurav Khandelwal
HUL is also known for its strong distribution network in India. In order to further strengthen its distribution, HUL launched a Project SAFE WATER ZONE in 2003 in Chennai. The idea behind this project was to protect lives to water borne disease such as typhoid, jaundice and diarrhea. In 2007 water division started national. Now it present in all states and already protected 15 million lives.
The report is prepared with an aim to provide an overview of project title “Consumer Behavior of HUL water purifier- Pureit’s customers in Jaipur.”
I have done survey, I collect all general information about an outlet, like type of channels, availability of water purifiers. And information about service and regarding supply, execution etc.
I also have done door to door survey. The survey was conducted with the help of questionnaire and personal views of respondents which would help us to measure and compare the brands from view of customer satisfaction.
Consumer Behaviour Analysis - Wild Stone DeodorantsKashyap Mitra
Consumer behaviour analysis of Wild Stone deodorants.
This was done as a part of my Summer Internship Program for McNROE Consumer Products Pvt. Ltd.
The survey was done in Kolkata.
Dove: Using Consumer Psychology to Understand Buyer BehaviourSofia Fominova
The report analyses Dove’s products and advertising campaigns, to 1) understand the product involvement level and studying consumers’ motivations behind purchases, 2) conduct an in-depth STP analysis, and, 3) apply relevant consumer psychology theories to thoroughly understand the aspects of Dove’s consumer behaviour.
PROJECT REPORT ON “CUSTOMER BEHAVIOUR OF HUL WATER PURIFIER -PUREIT’S CUSTO...Gaurav Khandelwal
HUL is also known for its strong distribution network in India. In order to further strengthen its distribution, HUL launched a Project SAFE WATER ZONE in 2003 in Chennai. The idea behind this project was to protect lives to water borne disease such as typhoid, jaundice and diarrhea. In 2007 water division started national. Now it present in all states and already protected 15 million lives.
The report is prepared with an aim to provide an overview of project title “Consumer Behavior of HUL water purifier- Pureit’s customers in Jaipur.”
I have done survey, I collect all general information about an outlet, like type of channels, availability of water purifiers. And information about service and regarding supply, execution etc.
I also have done door to door survey. The survey was conducted with the help of questionnaire and personal views of respondents which would help us to measure and compare the brands from view of customer satisfaction.
Consumer Behaviour Analysis - Wild Stone DeodorantsKashyap Mitra
Consumer behaviour analysis of Wild Stone deodorants.
This was done as a part of my Summer Internship Program for McNROE Consumer Products Pvt. Ltd.
The survey was done in Kolkata.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
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This presentation is an continuation of my earlier presentation of TQM. This Ppt covers Quality Function Deployment, Quality Control Tools - Old and New, Benchmarking, Business Process Reengineering, Six Sigma, etc
This presentation is in continuation of my earlier presentation on TQM. Here, I have discussed on Quality Function Deployment, Voice of Customer, Failure Mode Effect Analysis, Quality Control Tools - Old and New, Business process Reengineering, Benchmarking, and Six Sigma.
Vikalpla Case Study - Tata GoldPlus: The Success Story of the ‘Nano’ of the J...Tushar G
ALL THAT GLITTERS IS GOLD
While going through the bullion rate and the sky-rocketing gold prices, the only question that the board members at the Titan Industries, Bangalore were deliberating was: Is gold inaccessible to the Indian customers living in the semi-urban and rural markets? Can it be made a part of their purchase kitty?
Authors - Anu Singh Lather and Puja Khatri.
Nescafe India Advertisement #ItAllStarts 2015Tushar G
Link -https://www.youtube.com/watch?v=GP_zdW6sl-k
This commercial was rolled out in 2015 in campaign #ItAllStarts We all have a dream, an ambition, which we work towards achieving. But life does not always go as planned. What kept me going was my cup of NESCAFÉ .
So my life ka funda – Bas Ek Coffee lagao, Aur lag jao.
#ItAllStarts #NESCAFÉ
Service Blueprint - Supply Chain Logistics DHLTushar G
Service design is a complex task that can benefit from a more flow charting known as service blueprinting.
Jane Kingman - Brundage (1989) developed an effective approach for blueprinting
Case study - Soap Opera Golden Glow Sonia Sopia SofiaTushar G
There are multiple names of this case study -
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QUESTIONSI . Discuss the segments profiles.2 Suggest an appropriate position3. What media and copy strategies would you recommend?4. Suggest a sales promotion design for Sofio
Mortein Vaporizer: What lies beneath Brand Positioning?
Debasis Pradhan and Divya Agrawal
Hari Panda, the brand manager of Mortein Vaporizer, could not keep his
Case Study TATA Steelium – A Success Story in B2B Branding (Vikalpa)Tushar G
Case Study TATA Steelium – A Success Story in B2B Branding, Kaushik Bhattacharya and Biplab Datta.
Kaushik Bhattacharya is a Ph.D candidate at the Vinod Gupta
School of Management, Indian Institute of Technology,
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Shoe Corporation of Illinois Case Study -
President - Allison, and many more..
You can add about Product Development & customer involvement in product develeopment, ethical issues, etc
Electrical Equipment Ltd (eel) case study Tushar G
Interesting case with many view points -
1. Suresh Kumar - Regional Marketing Manager - Eastern Region (RMM-E) of EEL
2. Pradeep Dasgupta - Sales Engineer, EEL- kolkata
3. Murli Bhasin - General Manager ( Materials ) of Voltas Ltd
Hi,
This is Vikapla Case Study - Makemytrip. Deep Kalra, Founder and Chief Executive Officer, Travel and Tourism Market , Online Travel Services (OTS), Promotion.
Credits - Sanjay Kumar Kar is an Assistant Professor in Marketing and Assistant Dean (Academic Affairs) at the Department of Management.
Hi,
Diagnosis / Analysis of the case study does this milk shake taste funny?
Case is about: George Stein is a college student who was employed by Eastern Dairy during the summer...
Mehta Soya: A Promotional Conundrum - VikalpaTushar G
Hi,
This case is really interesting and i hope you like it.. sorry for not keepin it open download..
Credits for TAPMI -
Mr. Pramod Khandelwal and Mr. Syed Reza Salis
Naqvi (PGP2) have won the 1st prize in the
International Case Masters competition - a
flagship event of IIMA for their case, “ Mehta Soya:
A Promotional Conundrum”after 3 intense rounds
(2 offline and 1 on-campus).
Rgds,
Tushar
This is complete report you will require to make Export Import Report for India's Global Trade.. Pls give your likes and comments.. and pass on this to others..
Shopper's Stop - Case Study Cracked (Marks 8/10)Tushar G
Hello Students,
Pls make corrections as this was not my final PPT and also add Net Generation Para of the case study which is not in Ppt.
Kindly leave a comment if you download.
Best Luck!!
Rgds,
Tushar
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
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What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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2. Whirlpool
Whirlpool Corporation of the USA is a
leading manufacturer of major home
appliances. Its has units in13 countries and
markets in 170 countries under the brand
names Whirlpool, Kitchen Aid, Roper, Estate,
etc.
Whirlpool's pervasive vision, “Every Home,
everywhere, with pride, passion and
performance”
This vision rests on the pillars of innovation,
operational excellence, customer-centric
approach and diversified talent.
These are embedded within the business
goals, strategy, processes and work culture.
4. Core Competencies of Whirlpool
Innovation: Unique and compelling solutions valued by
our customers and aligned to our brands create
competitive advantage and differentiated shareholder
value.
Operational Excellence (OPEX): WES (Worldwide
Excellence System) methodology for solving problems
& continuous improvement of products & processes
through pursuit, acquisition, and utilization of knowledge
using critical thought and planned experimentation
helps us achieve operational excellence.
Customer Excellence: Excelling the customer
expectation from the company, its brands, products and
services are a three-step process. The three steps are:
Know a customer, Be a customer, Serve a customer.
6. Customer Satisfaction by
Innovation
The development of a specific innovation typically follows a flow:
Idea generation – Idea Labs are formed which are driven by I-
teams in Whirlpool.
Basic business case formation – E.g. In health and wellness
domain, short-term (water filters on our existing refrigerators), Mid-
term (develop appliances with anti-microbial surfaces), Long term
(whole home sanitizer)
Competition for development of the idea – Out of 10 prototype
only 1 is to be taken further by I-Boards who make Idea to Action.
Testing and experimentation of the ideas – The testing of
assumptions and working of prototype is measured for performance
and modifications are made if required.
Launch, Scale & Large scale commercialization – Once the
product is ready it is introduced into market for customers.
9. Customer Satisfaction by
Operational Excellence (OPEX)
What is Quality?
• In simple terms Quality is meeting or exceeding
the customer’s expectations. Quality can be
quantified as: Q=P/E
(Q=Quality, P=Performance, E=Expectations)
What is Quality Control?
• According to Juran – QC is Evaluation of actual
performance, compare actual performance with
quality goals & act on the difference to rectify the
differences.
Quality
Quality
Control
Quality
Assurance
Quality
Manual
10. Customer Satisfaction by
Operational Excellence (OPEX)
Quality
Quality
Control
Quality
Assurance
Quality
Manual
What is Quality Assurance?
•Quality assurance proactive procedures are planned,
developed, documented and communicated to all employees
as per organisational requirements. E.g. Supplier Selection is
done by Supplier Survey, Audit, Sample Use, Supplier
material inspection.
What is Quality Manual?
•Quality Manual means the documents that describe your
quality system and say how it should operate. It is written
down or captured in some form: written procedures, policies,
checklists, forms, or graphics, drawings, flowcharts,
diagrams, even IT systems.
11. Customer Satisfaction by
TQM
Whirlpool TQM is based on
Manufacturing Quality Products but
also keeping Customer Focus – So it
is also known as Six Sigma Customer
Centric Approach
Quality
System
Quality
Product/
Service
Customer
Satisfaction
Customer
Focus
12. Customer Satisfaction by
Operational Excellence (OPEX)
Whirlpool uses Six Sigma tool as one of
the centrepieces for managing Quality.
Six Sigma is a disciplined, data-driven
approach and methodology for
eliminating defects.
Benefits of Six Sigma –
Reduces Variability in Process
Reduces cost
Improves Productivity
13. Customer Satisfaction by Six
Sigma
At Whirlpool, Six Sigma was used to improve
design processes for Duet washer and dryer.
The Team developed various
new metrics for how
customers evaluate product
quality.
(Performance, Durability,
Reliability)
Based on this metrics the
model was developed.
www.isixsigma.com
15. Customer Satisfaction & Delight
by Customer Excellence
Know the customers - Internal customers,
External customers.
Internal Customers
◦ Customers inside the company.
◦ Every person in the process.
◦ Each dept. is customer of another.
External Customer
◦ Who uses the product
◦ Who purchases the product
◦ Who influences the sale of product
16. Customer Satisfaction & Delight
by Customer Excellence
How is Customer Buying Behaviour for
Whirlpool?
Buying consumer durable is lengthy
process, lengthy decision.
Customer will have need/ requirement of
durable products.
Customer gives more importance for
research and available options.
Customer has high involvement.
Customer is Quality and Price conscious.
17. Customer Satisfaction & Delight
by Customer Excellence
Factor influencing level of Customer
involvement -
Personal factor – Need of person for washing
machine or fridge, Advertisement creating
interest in a person.
Situational factor- Unavailability of maid for
washing clothes or discount offer.
Object factors – Better features than other
brands
18. Customer Satisfaction & Delight
by Customer Excellence
Elements Customer Seeks in terms of being satisfied for product/ service
Service
◦ Provided with the service at right time, even though the customer haven’t
given any complaint.
◦ On time Delivery.
Warranty
◦ Represents a promise of a quality product for customer to buy with
assurance
◦ It builds a trust if customer is given replacement immediately in warranty
period.
Price
◦ High price towards Quality is accepted by customer.
◦ Expects to get good product in medium and lower price too.
◦ Customer’s perception of value is always changing and org should identify
it.
Reputation
◦ Customer will buy product from a known company.
◦ Reputation brings customers and loyalty.
19. Customer Satisfaction & Delight
by Customer Excellence
Steps for customer needs & solving
problems
Survey Customers - Discover customer
needs, requirements, dissatisfaction, etc
Understand Expectations - Discover
priorities of Quality, Price, Features.
Find Out Where You’re Failing – Make
teams, determine key performance indicators,
Analyze them on weekly basis, compare
products with the competition.
Pinpoint Specifics and Find Solutions –
Improvement in after sales service can be
done by hiring more trained engineers.
20. Customer Satisfaction & Delight
by Customer Excellence
Roles of Customer Service –
◦ Get the customers point of view.
◦ Meet the customer’s expectations.
◦ Deliver what is promised.
◦ Make the customer feel valued.
◦ Respond to all complaints.
◦ Time limits to respond to the customer.
◦ Customer feedback has to be
continuously sought and monitored
(comment cards, surveys, toll free nos.)
22. Customer Satisfaction based on
Product Attributes
THE KANO MODEL OF QUALITY
The Kano Model of Customer
(Consumer) Satisfaction classifies
product attributes based on how they
are perceived by customers and their
effect on customer satisfaction.
These classifications are useful for
guiding design decisions in that they
indicate when good is good enough,
and when more is better.
23. Customer Satisfaction based on
Product Attributes
Customer
Satisfaction
Degree of
Achievement
Basic Quality
(unspoken)
Fully Automatic Washing of
Clothes
Excitement
Quality
(unspoken)
Least Power Consumption
(5 Stars)
Adapted from Kano et al (1984)
24. Customer Satisfaction based on
Product Attributes
Threshold / Basic Attributes:
(Washing Machine) Washing Section or Container with certain capacity to wash
clothes (This is the basic function required, i.e. section which does actual cleaning or
cleansing of cloths automatically)
One Dimensional Attributes (Performance/Linear):
Washing Machine:
1. Effective cleaning of clothes
2. 100% removal of stain or dirt
3. Dryer in machine may serve as increased functionality
Other functionality
1. Time setting
2. Drainer
3. Different mode for different clothes
(These are the additional features added to a core need which results in more
customer satisfaction)
Attractive attribute (Exciters/Delighter)
Washing Machine:
1. Light weight machine
2. Less power/electricity consumption
3. Damage warranty
4. Toughened glass
(These are unknown or unexpected features of the machine which presented or
pitched right by sales executive may result as delighter)
25. Customer Satisfaction based on
Voice Of Customer
VOC data is effectively ‘dialog’ data that
may be collected in a company via
customer service call centers, customer
warrantee claims, surveys, e-mail, web
forms, etc.
It can be structured (in the form of coded
customer contact data), or unstructured (in
the case of free form comments on
warrantee claims or surveys responses).
Benefits – Customer Satisfaction,
Customer Retention, Service/Product
Improvement, New Product Development,
Cross Selling.
26. Recommendations
Using WiFi Hub & Smartphone
Technology to control appliances.
This is innovation for the entire product
line of whirlpool connected and give
premium customers value added service
27. Recommendations
For Customer Service:
Starts when customer enters the showroom –
Salesman will be of Whirlpool employee to exclusively
sell whirlpool products only.
Employees – Reward program for employees who have
given best.
Logistics – Control over logistics facility of Distributor to
deliver goods in time without delay.
Providing Easy Finance from Bank at which customer
has account.
For Customer Delight:
Ask birth date – Giving customer free service coupons
on that date.
Discount on next purchase – Giving Rs1000/- discount
on next purchase.