Home Depot: On the Road to Becoming Customer-Friendly Again?


IBS CDC IBS CDC IBS CDC IBS CDC RSS Feed
  
Case Studies | Case Study in Business, Management, Operations, Strategy, Case Study

ICMR HOME | Case Studies Collection

Case Details:

Case Code : BSTR324
Case Length : 20 Pages
Period : 2000-2009
Pub Date : 2009
Teaching Note :Not Available
Organization : The Home Depot Inc.
Industry : Retail; Home improvement
Countries : USA

To download Home Depot: On the Road to Becoming Customer-Friendly Again? case study (Case Code: BSTR324) click on the button below, and select the case from the list of available cases:





Price:

For delivery in electronic format: Rs. 400;
For delivery through courier (within India): Rs. 400 + Rs. 25 for Shipping & Handling Charges

» Business Strategy Case Studies
» Case Studies Collection
» Business Strategy Short Case Studies
» View Detailed Pricing Info
» How To Order This Case
» Business Case Studies
» Area Specific Case Studies
» Industry Wise Case Studies
» Company Wise Case Studies


Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

<< Previous

Excerpts

Background Note

The history of Home Depot dates back to 1978, when it was founded by Bernie Marcus (Marcus) and Arthur Blank (Blank), with the help of two others - Ken Langone (Langone), an investment banker, and merchandising expert, Pat Farrah. The partnership was then called "MB Associates"...

Age-Old Customer Service Culture

The company had believed in focusing on customer service from the very beginning. The founders, Marcus and Blank, themselves toiled on the shop floor and helped customers in every possible way...

Change of Management Style and Loss of Service Culture under Nardelli

Soon after joining, Nardelli decided to expand the business to other channels as he felt that the home improvement market was growing saturated in the US with the growth of many other players like Lowe's and Menards. Thus he wanted to diverge into contracting and building supply...

The Consequences of Nardelli's Changes

Analysts felt that watering down of the customer experience was evident at the stores, resulting in a decrease in customer traffic. With the service deteriorating, people started to grumble about the issue. They complained that the company had first started to spread out extensively to reach out to customers in every nook and corner of the country and then later when the customers had started to come to the stores, they had reduced the employees on the shop floor who would serve these customers...

 Excerpts Contd...>>

Case Studies Links:- Case Studies, Short Case Studies, Simplified Case Studies.

Other Case Studies:- Multimedia Case Studies, Cases in Other Languages.

Business Reports Link:- Business Reports.

Books:- Textbooks, Work Books, Case Study Volumes.