Case Study

Teamwork Presentation
Her Master’s Noise
Case presentation by Team 'E'
 ü Swapan Haldar(40),

ü Kawsik Roy(35),

ü Mintu Das(30),

ü Sujeet Kumar(25),
Team Members

ü Subhojit Biswas(20),

ü Rittick Nandy(15),

ü Prasanna Pradhan(10), &

ü Sankha Suvra Sanyal(05)

Case presentation by Team 'E'

Her Master’s Noise

Case presentation by Team 'E'

 qFounded about a decade ago (around 2000)
qManufacturer of Hi-fi Equipments whose specialty is
being compact, fully assembled and of high quality
available at a competitive price
qCore manufacturing limited to speakers, everything
else is outsourced
qConsiderable consumer acceptance in WB and UP as
Introduction

a result of which sales touched to Rs 12 cr. mark. Main

operation is through franchisee network
q Plans to capture the Southern market and provide
better and reliable service to customers

Case presentation by Team 'E'

Organization Structure
Mr. Raj Mallick
(Company President)

Mr. Balraj
(Corporate Controller)
Mr. L.M. Pratap
(Sales Director)

Franchisee Franchisee
(33 old) (35 new)

Case presentation by Team 'E'

SWOT Analysis

Case presentation by Team 'E'

SWOT Analysis

oGood acceptability among the customers of Uttar

Pradesh and West Bengal
o
oPricing
o
oClear cut policy on Price, Discounts and
Services.

Case presentation by Team 'E'

Causes of challenges
§The system appears to be highly centralized with no
delegation of authority by Mr. Pratap and he needs to
visit the franchisee himself and for the customer
feedback needs to be dependent on the field
technician. Also trivial issues like allocation of funds
for advertisement needs to be handled by the Director
Sales while he should be focusing on strategizing on
how to increase sales
§Lack of quality monitoring and control

Case presentation by Team 'E'

 üCustomer services not up to the desired

standards; unproportionate cost of service, delay

Challenges Faced
in providing service, quality and use of inferior

and non authorized components

üVerbal complaints about discounts being offered

i.e. Breach of contract which may lead to the

serious legal problem on the ground of price

discrimination

üImplementing focused reporting systems

Case presentation by Team 'E'

 oNetworking system in Dealership/Franchisee
SWOT Analysis

o
oMIS is not up to the standard
o
o
oHighly Centralized
o
oUnethical practices from franchise side

Case presentation by Team 'E'

 oUntapped market in South India
SWOT Analysis

o
oBetter Consumer Satisfaction
o
o
oBetter Revenue Generation

Case presentation by Team 'E'

 oCustomer’s Service is not up to standard
SWOT Analysis

o
oMaintaining quality of the product and service
o
o
oPresence of Price Discrimination
o
oLack of Knowledge about Market Information

Case presentation by Team 'E'

Delegation of Authority üFocus on Increase of sales

üFocus on increase dealer network and franchisee

development and requisite support to them

üStrong vigil on policies being followed by dealers;

periodic checks to be conducted and feedbacks to be

obtained

üStrong MIS to be implemented and daily reporting to

be maintained judiciously

Case presentation by Team 'E'

 ØThe best place to learn sales is to be on the field. So
after the orientation/induction and training program
for the sales force they may be shifted to the Regional
Office where they have a better chance to be in close
contacts with the end users
and Placement

ØMIS Coordinators are to be staged in RO where their

main job would be to handle service related queries
Recruitment

and grievances, if any, and accordingly give

feedbacks. Toll free no can be introduced
ØDelegation of authority is strictly to be practiced

Case presentation by Team 'E'

Better Customer Service vRelationship building
remembering their dates of importance
with the customers by

vConducting periodic checks by taking feedbacks

vRecruiting qualified and sober technicians
vHolding free service camps
vIntroducing toll free no for both services and
grievances
vEncourage customers to suggest features for
product improvement

Case presentation by Team 'E'

 Proposed Organizationa
structure

Case presentation by Team 'E'

 Proposed Organizationa
structure

Case presentation by Team 'E'

Organization Structure
Alternative

Outsourcing as a better option and solution

Case presentation by Team 'E'
Recommendations Key dilemma:
• Degree of the Delegation of Authority
• Span of control, recruitment and placement of new
employee
• Better customer service

Key advice:
•Periodic checkup and reporting (MIS)
•Sales force with proper training
•Periodic company and dealers meeting
q
Acknowledgement
From

The members
of
Group E
q

Case presentation by Team 'E'