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CASE DEBRIEF
WHOLE INDIAN MARKET1.340 million mobile subscriber.
2. Highly price sensitive consumer with complex buying patterns
CHENNAI PHONESOffering the cheapest price than competitors.
Staffs with low technology and brand knowledge.Very fast replenishment cycle (24hr)
Failing to create memorable customer experience.Getting better offer from new OEMs with better profit marginsPlanning to expand in the future (from 20 stores to 35 stores)
01 THE SUPPLY CHAIN NETWORK
02 SUPPORTING RETAIL CHAINS
RECOMMENDATION
RETURN POLICY CORRECT INFORMATION
RECOMMENDATION
SUPPORTING STORE STAFFS
PROMOTIONALSUPPORT
RECOMMENDATION
ACCESSORIESSUPPORT
RETURN POLICY
INFORMATION SUPPORT
PROMOTIONAL SUPPORT
ACCESSORIES SUPPORT
03 INVENTORY REPLENISHMENT POLICY
24hours
Inventory ReplenishmentShould be ensured for the long run
PROPER FORECASTING BY MERGING WITH ERP TO IDENTIFY REAL TIME STOCK STATUS
Focus On ExecutionLABOR TRAINING OR AVAILABILITY
Find OOS (out of stock) patterns
Avoiding Stock Out
RECONSTRUCTING THE STOCK to MINIMUM STOCK CALCULATION
4Quarter Analysis to
seasonal analysis
ANALYZING THE DIGITAL DEMAND
AND STOCK ACCORDINGLY
Inventory Replenishment
Maintaining Credit Period with bothCustomers and suppliers
Sell One Replace One Min/Max replenishment Fixed re-order stock level
Fixed time re-ordering
PURCHASE ORDERS SUPPLIER
INVENTORY PLANNING
SALES ORDER
CUSTOMER
DEMAND
SUPPLY
04 IMPROVING CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE
NEW AND IMPROVED INTERIOR DESIGNCONSUMER REACTION: FEELING OF BEING IN THE RIGHT PLACE
CUSTOMER EXPERIENCE
PROFESSIONAL DRESS UPCONSUMER REACTION: TRUSTED STAFF FROM THE STORE.
CUSTOMER EXPERIENCE
TURNING STAFFS INTO TECH EXPERT CONSUMER REACTION: THEY FEEL LIKE THEY ARE MAKING THE BETTER PURCHASE DECISION
CUSTOMER EXPERIENCE
SPECIAL PACKAGING WITH ADDITIONAL ACCESSORIES
CONSUMER REACTION: THEY WILL BE SURPRISED AND PLEASED WITH THE GIFTS THEY GET.
CUSTOMER EXPERIENCE
INSTALLMENT SYSTEM
CONSUMER REACTION: THEY WILL BE ABLE TO BUY THE PHONE SET THEY REALLY WANT AND BECOME LOYAL.
CUSTOMER EXPERIENCE
HELP WITH THE NET HANDSET EXPERIENCE
CONSUMER REACTION: FEELING THAT THE STAFFS ARE REALLY HOSPITABLE
CUSTOMER EXPERIENCE
MEMBERSHIP SERVICE CONSUMER REACTION: FEELING PREVILIDGED
CUSTOMER EXPERIENCE
THE APP
COVERING ANY TYPE OF QUERYINSTANT SERVICEAS PROMOTIONAL TOOL
SUM IT UP!
SC NETWO
RKSUPPORTING
RETAILINVENTORY
REPLENISHMENT POLICY
UX THANKS