A Stockout at Discmart:

Will Substitution Lead to

Salvation?

Group No 9
 Wrong ordering quantity.
lack of ability to recognize customer need.
Physical flow of merchandise- Logistics
issue.
Inadequate sale forecasting.
Inventory shrinkage.

Why did the service breakdown occur?

Standards gap: quality issue in terms of
sales forecasting
Service gap: complaint redressal by front
end
Communications and knowledge gap:
mismatch between branding of company
and discmart as a distribution channel

How was this service gap related to

the other gaps (standards, knowledge
delivery and communications)
described in the Gaps model?