CASE STUDY ON SHANI MOBILES SAMSUNG MOBILE SERVICE CENTER
PRESENTED BY:Mohit Vohra Dilshad Alam Bhavna Verma Waseem Ahmad Niharika Singhal
Tuesday, November 22, 2011
1
Overview
1. 2. 3. 4. 5. Firm- At glance Firm s Objective and goals Process SWOT anlaysis Conclusion
Tuesday, November 22, 2011
2
How we are related with the case study«???
We are related with the case as CUSTOMERS. As users of Samsung mobiles. We have taken several services of the Shani mobiles, Samsung mobile service centre.
Tuesday, November 22, 2011
3
SHANI
ROUTE MAP
MAIN MARKET
MBD
CHATRI CHAURAHA
RAMNAGAR
Tuesday, November 22, 2011
BAZPUR
4
FIRM- AT A GLANCE
? Shani mobile, samsung mobile service center ,in KILA BAZAR KASHIPUR,was established by Mr. GAURAV SHANI on 27-JULY-2010. ? Shani·s started their repairing centre under the name of utsav mobiles with out any BRAND NAME but now are enrolled with samsung mobiles since last one year. ? It holds 4th position amongst 70 service center in NORTH REGION.
Tuesday, November 22, 2011
5
Has its tie-ups with- OM MOBILE, JASPUR , SAIFI MOBILE, RAMNAGAR and RAM MOBILE, BAZPUR.
Tuesday, November 22, 2011
6
Basically, this service centre provides after sale services for Samsung mobile whether they are or they are not in warranty period.
Tuesday, November 22, 2011
7
Tuesday, November 22, 2011
8
Introduction
Growth
Maturity
Decline
Demand (units/year)
Shani mobiles
Time
Tuesday, November 22, 2011
9
Tuesday, November 22, 2011
10
Goals and objectives
? To introduce a new service or enter a new market for a specific service. ? To broaden a geographic base. ? To be one of the top firm in North Region. ? To pursue innovation.
11
Tuesday, November 22, 2011
Priority to reach goal
To speed up implementation we commit to faster decision making and execution. To focus on those markets where we believe we can win.
Tuesday, November 22, 2011
12
WORKING STAFF
? TOTAL OF 9 PERSON STAFF
Tuesday, November 22, 2011
13
3 Girls for reception.
2 Person for shipping.
Tuesday, November 22, 2011
14
1 Software Engineer.
3 Hardware Engineers.
Tuesday, November 22, 2011
15
PROCEDURE ADOPTED FOR FRANCHISE««
Tuesday, November 22, 2011
16
Met Mr. Yogendra Rawat,area service manager of samsung mobile service center,Dehradun.
He filled a white form which contained normal details about him.
After filling the form he moved to clearing office located in Raj Nagar,Ghaziabad.
Faced an interview, and after clearing the interview the final agreement was made.
Then he moved to noida to submit the forms.
He filled a green form considering agreement to be made and securities etc.
Agreement was made & Rs. 3,70,000 was deposited as security through Demand draft.
Rs. 2,50,000 were deposited for spare parts, against which they got the parts worth Rs. 3,00,000.
Tuesday, November 22, 2011
17
MEASURING THE CAPABILITY
The capability of the service center is measured through its KPI , Which have three aspects.
KPI
SATISFACTION RATE
REPEAT REPAIR
LATE REPAIRED MOBILES
Tuesday, November 22, 2011
18
Capability measurement statistics
KPI
TIME
Tuesday, November 22, 2011
19
PROCESS««
Tuesday, November 22, 2011
20
i) Arrival of customers!
Tuesday, November 22, 2011
21
ii. Preparation of job card
A job card is filled by the customer which contains necessary information like problem faced, contact detail etc. Mandatory details are also entered in the computers. A copy of job card is kept in the service center and another copy is handed over to the customer.
Tuesday, November 22, 2011
22
Tuesday, November 22, 2011
23
iii. Sets are received and pooled wrapped in their respective job cards..
Tuesday, November 22, 2011
24
iv. The sets are handed over to the engineers for further processing«.
Tuesday, November 22, 2011
25
SET RECEIVED
HARDWARE PROBLEM REQUIRES 2DAYS FOR REPAIRING
IF NO
IF NO
SOFTWARE PROBLEM REQUIRES 1 DAYS FOR REPAIRING
PART PENDING NEED 7 DAYS
YES
OK THEN CALL TO CUSTOMER
Tuesday, November 22, 2011
26
SWOT Analysis
Tuesday, November 22, 2011
27
Strength
Ranked no. 4 in North Region Strength of the corporate brand Effective advertisement and market communication personal and flexible customer service special features or benefits that service offers specialist knowledge or skills Tie up with service providers
Tuesday, November 22, 2011
28
Weakness
limited financial resources. Not a perfect location. Not able too attract outer warranty customers.
Tuesday, November 22, 2011
29
Opportunity
Offer service variations
2nd Highest market share in India of Samsung. Providing value at a reasonable lifetime cost using the internet to reach new markets new technologies that allow you to improve product quality Expansion plans.
Tuesday, November 22, 2011
30
Threats
Not keeping track of the new trends in the market Biggest threat - ´complacencyµ ´Inflection pointµ - a disruptive technological change New competitors with different skills and potent brands challenge more sophisticated, attractive or cheaper versions of service new legislation increasing your costs a downturn in the economy, reducing overall demand
Tuesday, November 22, 2011
31
Expansion plans
? Within two months they will provide service for:Samsung Laptops
Tuesday, November 22, 2011
32
Further they planning to enter in the area of:-
Cameras
Air-conditioners
LCD/LED
Freezes Microwaves
Tuesday, November 22, 2011
33
Experiences and ´lessonsµ from the case
? This case study was quite encouraging and knowledge provider. ? We experienced the functioning and different important aspects of a service sector practically. ? We learnt that customers are GOD and foremost priority is given to their requirements, comfort level and satisfaction. ? Time is money. ? We learnt the do·s and don'ts of the service sector
Tuesday, November 22, 2011
34
conclusions......
? This case study aimed to study the background, objectives, working method ,SWOT Analysis of shani mobiles. By actively involving best techniques, innovative ideas a firm can improve its standing in the marketplace. ? An organization·s understanding of the importance of customer need will encourage the expansion plans. This creates an improved ability to identify, select, organize and use valuable knowledge that an organization requires to be successful. ? The results of this case might be useful for the firm·s growth. As a conclusion, we believe that the future of Shani mobiles is positive and promising. 35
Tuesday, November 22, 2011
Acknowledgements
At the completion of this Case study, we would like to express our sincere gratitude to Mr. Ankur Bhatnagar who is our course instructor for Marketing of Services. Without his teaching & instructions this Case study would have never come into its present form Our heartiest thanks to Shani brothers for their immense cooperation and support. Also our deepest appreciation to Pal sir in helping us to manage our presentation. Last but not the least special thanks to all our friends who as audience paid due attention to the case.
?
?
?
?
Tuesday, November 22, 2011
36
Tuesday, November 22, 2011
37
QUESTIONS FOR FURTHER THOUGHT
Q1. According to you how brand name can contribute to any business? How much brand freak are you?
Q2. The case emphasis that the store witnesses more of under warranty customers. What measures they can adopt to attract outer warranty customers? Q3. Is the service centre·s expansion plan a good decision? Suggest some innovative ideas that can enhance their expansion plans?
Tuesday, November 22, 2011
38
doc_351343651.pptx
PRESENTED BY:Mohit Vohra Dilshad Alam Bhavna Verma Waseem Ahmad Niharika Singhal
Tuesday, November 22, 2011
1
Overview
1. 2. 3. 4. 5. Firm- At glance Firm s Objective and goals Process SWOT anlaysis Conclusion
Tuesday, November 22, 2011
2
How we are related with the case study«???
We are related with the case as CUSTOMERS. As users of Samsung mobiles. We have taken several services of the Shani mobiles, Samsung mobile service centre.
Tuesday, November 22, 2011
3
SHANI
ROUTE MAP
MAIN MARKET
MBD
CHATRI CHAURAHA
RAMNAGAR
Tuesday, November 22, 2011
BAZPUR
4
FIRM- AT A GLANCE
? Shani mobile, samsung mobile service center ,in KILA BAZAR KASHIPUR,was established by Mr. GAURAV SHANI on 27-JULY-2010. ? Shani·s started their repairing centre under the name of utsav mobiles with out any BRAND NAME but now are enrolled with samsung mobiles since last one year. ? It holds 4th position amongst 70 service center in NORTH REGION.
Tuesday, November 22, 2011
5
Has its tie-ups with- OM MOBILE, JASPUR , SAIFI MOBILE, RAMNAGAR and RAM MOBILE, BAZPUR.
Tuesday, November 22, 2011
6
Basically, this service centre provides after sale services for Samsung mobile whether they are or they are not in warranty period.
Tuesday, November 22, 2011
7
Tuesday, November 22, 2011
8
Introduction
Growth
Maturity
Decline
Demand (units/year)
Shani mobiles
Time
Tuesday, November 22, 2011
9
Tuesday, November 22, 2011
10
Goals and objectives
? To introduce a new service or enter a new market for a specific service. ? To broaden a geographic base. ? To be one of the top firm in North Region. ? To pursue innovation.
11
Tuesday, November 22, 2011
Priority to reach goal
To speed up implementation we commit to faster decision making and execution. To focus on those markets where we believe we can win.
Tuesday, November 22, 2011
12
WORKING STAFF
? TOTAL OF 9 PERSON STAFF
Tuesday, November 22, 2011
13
3 Girls for reception.
2 Person for shipping.
Tuesday, November 22, 2011
14
1 Software Engineer.
3 Hardware Engineers.
Tuesday, November 22, 2011
15
PROCEDURE ADOPTED FOR FRANCHISE««
Tuesday, November 22, 2011
16
Met Mr. Yogendra Rawat,area service manager of samsung mobile service center,Dehradun.
He filled a white form which contained normal details about him.
After filling the form he moved to clearing office located in Raj Nagar,Ghaziabad.
Faced an interview, and after clearing the interview the final agreement was made.
Then he moved to noida to submit the forms.
He filled a green form considering agreement to be made and securities etc.
Agreement was made & Rs. 3,70,000 was deposited as security through Demand draft.
Rs. 2,50,000 were deposited for spare parts, against which they got the parts worth Rs. 3,00,000.
Tuesday, November 22, 2011
17
MEASURING THE CAPABILITY
The capability of the service center is measured through its KPI , Which have three aspects.
KPI
SATISFACTION RATE
REPEAT REPAIR
LATE REPAIRED MOBILES
Tuesday, November 22, 2011
18
Capability measurement statistics
KPI
TIME
Tuesday, November 22, 2011
19
PROCESS««
Tuesday, November 22, 2011
20
i) Arrival of customers!
Tuesday, November 22, 2011
21
ii. Preparation of job card
A job card is filled by the customer which contains necessary information like problem faced, contact detail etc. Mandatory details are also entered in the computers. A copy of job card is kept in the service center and another copy is handed over to the customer.
Tuesday, November 22, 2011
22
Tuesday, November 22, 2011
23
iii. Sets are received and pooled wrapped in their respective job cards..
Tuesday, November 22, 2011
24
iv. The sets are handed over to the engineers for further processing«.
Tuesday, November 22, 2011
25
SET RECEIVED
HARDWARE PROBLEM REQUIRES 2DAYS FOR REPAIRING
IF NO
IF NO
SOFTWARE PROBLEM REQUIRES 1 DAYS FOR REPAIRING
PART PENDING NEED 7 DAYS
YES
OK THEN CALL TO CUSTOMER
Tuesday, November 22, 2011
26
SWOT Analysis
Tuesday, November 22, 2011
27
Strength
Ranked no. 4 in North Region Strength of the corporate brand Effective advertisement and market communication personal and flexible customer service special features or benefits that service offers specialist knowledge or skills Tie up with service providers
Tuesday, November 22, 2011
28
Weakness
limited financial resources. Not a perfect location. Not able too attract outer warranty customers.
Tuesday, November 22, 2011
29
Opportunity
Offer service variations
2nd Highest market share in India of Samsung. Providing value at a reasonable lifetime cost using the internet to reach new markets new technologies that allow you to improve product quality Expansion plans.
Tuesday, November 22, 2011
30
Threats
Not keeping track of the new trends in the market Biggest threat - ´complacencyµ ´Inflection pointµ - a disruptive technological change New competitors with different skills and potent brands challenge more sophisticated, attractive or cheaper versions of service new legislation increasing your costs a downturn in the economy, reducing overall demand
Tuesday, November 22, 2011
31
Expansion plans
? Within two months they will provide service for:Samsung Laptops
Tuesday, November 22, 2011
32
Further they planning to enter in the area of:-
Cameras
Air-conditioners
LCD/LED
Freezes Microwaves
Tuesday, November 22, 2011
33
Experiences and ´lessonsµ from the case
? This case study was quite encouraging and knowledge provider. ? We experienced the functioning and different important aspects of a service sector practically. ? We learnt that customers are GOD and foremost priority is given to their requirements, comfort level and satisfaction. ? Time is money. ? We learnt the do·s and don'ts of the service sector
Tuesday, November 22, 2011
34
conclusions......
? This case study aimed to study the background, objectives, working method ,SWOT Analysis of shani mobiles. By actively involving best techniques, innovative ideas a firm can improve its standing in the marketplace. ? An organization·s understanding of the importance of customer need will encourage the expansion plans. This creates an improved ability to identify, select, organize and use valuable knowledge that an organization requires to be successful. ? The results of this case might be useful for the firm·s growth. As a conclusion, we believe that the future of Shani mobiles is positive and promising. 35
Tuesday, November 22, 2011
Acknowledgements
At the completion of this Case study, we would like to express our sincere gratitude to Mr. Ankur Bhatnagar who is our course instructor for Marketing of Services. Without his teaching & instructions this Case study would have never come into its present form Our heartiest thanks to Shani brothers for their immense cooperation and support. Also our deepest appreciation to Pal sir in helping us to manage our presentation. Last but not the least special thanks to all our friends who as audience paid due attention to the case.
?
?
?
?
Tuesday, November 22, 2011
36
Tuesday, November 22, 2011
37
QUESTIONS FOR FURTHER THOUGHT
Q1. According to you how brand name can contribute to any business? How much brand freak are you?
Q2. The case emphasis that the store witnesses more of under warranty customers. What measures they can adopt to attract outer warranty customers? Q3. Is the service centre·s expansion plan a good decision? Suggest some innovative ideas that can enhance their expansion plans?
Tuesday, November 22, 2011
38
doc_351343651.pptx