Hometown final presentation made by priyank kumar sigh , SSIM , HYDERABAD

1. Case Study Discussion on
Home Solutions (India)
Limited-Kitchen Section

2. AB GHAR BANANA KITNA AASAN
“KEEL SE KAMRE TAK, GHAR BANANE KI SAARI
CHEEZEIN AB EK CHAT KE NICHE”

3. Home Solutions (India) Limited, A Future Group
Company
• Home Solutions - A venture of Pantaloon Retail India
Limited, a Future group company.
• Future Group is India’s leading business group.
• Led by Mr. Kishore Biyani (CEO), the Future Group
operates through six verticals :Retail, Capital, Brands,
Space, Media and Logistics.
• The group is currently developing over 50 malls and
consumptions centers across the country.
Future group vision
Everything, Everywhere, Everytime for every Indian
customer in the most profitable manner.

4. Future Group Mission
• Customers to be served by creating & executing future
scenarios in consumption space leading to economic
development.
• Trendsetters in evolving delivery formats, retailing,
affordable consumption for customer.
• Efficient, Cost conscious & committed to quality.
• Positive attitude, sincerity, humility to be the driving force.
Future Group Core Values
• Indianness confidence in ourselves
• Thought & business Leadership
• Respect & humility
• Introspection
• Open & receptive to new ideas, knowledge & information
• Valuing & Nurturing Relationships
• Simplicity & Positivity

5. Home Solutions (India) Limited-Kitchen Section,
Three components
1-Service environment
• High visual appeal at the stores.
• Creating high customer expectations – Service provisions
displayed as 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.

6. 2-Service product
• Products from all major manufacturers of several products
as sanitary ware, bath fittings, fixtures, furnitures, etc.
displayed.
• Customers given price, service & product guarantee.
• One year gurantee on workmanship of jobs undertaken
from the date of job completed.
• Every product or service provided backed by reliable
manufacturers and service providers.
• Exchange/ Refund option with customer in case of any
manufacturing defect.

7. 3-Interaction quality
• Aggressive advertising with the USP of “Ab ghar banana
kitna asaan”.
• Full page advertisements, hoardings, Slogans used as part
of the advertising and communication campaign.
• What you see is what you get pitch used with the
customers.
• Focus on pre sale engagement with use of software to
design fancy modular kitchens.
• Commitments and guarantee of delivery and installation
within stipulated timelines.

8. Home Solutions (India) Limited-Kitchen Section,
Service Quality
Reliability
Home Solutions ability to deliver the promised service
dependably and accurately. For instance:-
• Mrs. Dogras trust on the big brand name of home
town/future group.
• Already placed an order for bathroom items and jacuzzi
giving her higher conviction to go with Home solutions for
kitchen.
• Substantial time spent during pre sales with the design
incharge & technician giving further assurance to
customer.
• Initial fee also paid by Mrs. Dogra after commitments
given by the design incharge to deliver by the stipulated

9. Assurance
Knowledge & responsiveness of employees who are able to
inspire trust and confidence-
• Multiple assurances provided to Mrs. Dogra on the initial
design chosen but the final product delivered was
different.
• Timelines of 30 day delivery never met and rather a 90
day to and with total service failures from the company ,
hence never kept assurances on timelines.
• False assurances by Mr. Vipin (manager) and unsurity of
delivery creating total ambiguity for the customer.
• Unprofessional acts by Mr. Vipin of not taking the
customer calls, hiding away from face to face discussions
with the customer.

10. Tangibles
Physical delivery against order, equipment and appearance of
personnel-
• Customer asked to review his product specifications as the
earlier ordered product stock was no more available with
the company and to get the same stock customer will have
to wait for over 3 more months.
• The kitchen material later supplied was also short
supplied.
• Also the plumbing work though approved by the technical
team of Hometown was still not in order.
• Work was finished will the plumbing problem still
unattended.
• Material supplied finally was also different from the one
selected by the customer as an alternative to the earlier
specifications.

11. Responsiveness
Willingness of Home town to help customers and provide
prompt service-
• Mr. Vipin consistently ignored the customers phone calls.
• No pro active communication to the customer on delivery
delays.
• Auto generated messages to customer complaints with no
response for days together despite repeated reminders.
• Callous attitude of the employees towards commitments
to complaint customers.
• Multiple escalations to reach out to the senior employees
in the hierarchy for resolutions.

12. Empathy
Giving individual attention to customers; understanding and
caring for the customer-
• Ineffective display of empathy to the customer despite
repeated follow ups and reminder sent from the customer.
• Indifferent attitude of employees post sales.
• Ineffective management of escalations and no
considerations to customers agony of dismantling her
kitchen and alternatively using the bathroom as kitchen in
the given state.

13. Conclusion
According to this case study conclusion is that Home
solutions(India) Ltd. is not fullfilling the their core values ,
whatever they mentioned.
 The major issues regarding this case study are:-
• Improper understanding of customers needs and
requirements.
• Lack of communication between management and
customers/ employees and managers.
• They are much more concerned about transcation.
• Avoiding customer complaints.
• Inappropiate reovery mechanism for service failures.
“AB GHAR BANANA KITNA ASAN
(BAHUT MUSHKIL)”

14. THANK YOU