MARKETING METRIC ASSIGNMENT 2

OPERATIONAL
EXCELLENCE AT TRUVALUE
ASSIGNMENT 2
SUBMITTED BY
GROUP 12 SECTION A
Akash Vashishtha
Amal Goswami
Ankush Ballal
Utkarsh Sethi
Vineet
Khandelwal

FT16100
9
FT16101
2
FT16101
9
FT16109
9
FT16110
5

GROUP12 SECTION A

1. Based on these details, work out the performance of the states and of various formats.
a. Which are the best and worst performing states?
Best performing state is Andhra Pradesh with average of 8.11
Worst Performing state is Kerala with average of 6.21
State
Andhra
Karnataka
Kerala
Tamil Nadu
Grand Total

Count of
State
57
36
18
34
145

Total average
8.11
7.52
6.21
7.69
7.63

b. Which format is the best performing and which format needs improvement?
Best Format Own Store
Format needing improvement Dealer
Row Labels
Dealer
Franchise
Own Store
Grand Total

Count of Type
81
13
51
145

Total average
7.13
7.32
8.50
7.63

c. What factors need to be focused upon to improve the overall scores?

TruValue needs to focus on the following factors. Out of these factors most
importantly it should concentrate on X1, X2, X3, X14 and X16 as these have very
low scores. A graphical representation of these averages against the total average
gives us a clearer picture.
X1
X2
X3
X4
X5
X10
X14
X16

5.16
6.9
6.86
7.59
7.42
7.37
6.86
6.22

Perishable Section - Display

Perishable Section - Shrinkage
Perishable Section - Housekeeping
Non-Perishable - Display
Lighting & Ambience
Customer Service
Book keeping & Statutory Records
Stock Out

GROUP12 SECTION A

Comparison Chart

Averages

Total average

2. M/s BVQI held detailed discussions with the management and realized that the
managements focus was on customer service and shrinkage. Accordingly, weights
were assigned for each of the parameters and the scores were re-drawn. Re-work
Question 1 and its sub-parts with the revised mandate of the management, i.e. by
assigning weights.
2.1.
a. Which are the best and worst performing states? (with modified weights)
Best performing state is Andhra Pradesh with average of 8.01.
Worst Performing state is Kerala with average of 6.19
State
Andhra
Karnataka
Kerala
Tamil Nadu
Grand Total

Count of State
57
36
18
34
145

Total average
8.01
7.70
6.01
7.74
7.62

b. Which format is the best format and which format needs improvement?
Best Format Own Store
Format needing improvement Dealer
Row
Labels
Dealer
Franchise
Own Store
Grand Total

Count of Type
81
13
51
145

Total average
7.04
7.28
8.64
7.62

c. What factors need to be focused upon to improve the overall scores?

The following factor have high weightage and low score. Hence the
management should focus on these factors first.

GROUP12 SECTION A

Facto
r

Weightag
e

X2

10%

X8
X10
X13

15%
15%
10%

Description
Perishable Section
Shrinkage
Staff Appearance & Conduct
Customer Service
Store Cleanliness

Variance of Minimum from

average
19%
21%
27%
29%

2.2.

Is there a significant difference in the ranking?

As we can see from the data above, there is no change in the ranking of the
states in terms of performance even after factoring in the weightages. The
ranking still remains the same.

3. What are your suggestions for improving the customer experience in TVS outlets?
The following are our suggestions:
Concentrate on the display of the perishable items. It is scoring low and hence the
perishable item display needs to be improved.
Conduct proper market research to identify which all perishable goods are in
demand and order accordingly thus reducing shrinkage.
Better hygiene and cleaning in the perishable section especially. Have a dedicated
staff for housekeeping answerable to the store in charge.
A uniform for the entire staff and a dressing code to make them appear better as
they are in contact with the customer and their appearance matters a lot.
Incentive for customer satisfaction like star employee of the month which will
encourage them to be more aware and knowledgeable regarding the offering.
Avoid dealership where possible as they are not motivated enough to follow
company standards thus leading to customer attritions.
Embedded EXCEL file

Assignment2_Grou
p12_Solution.xlsx