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

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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

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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.

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Excerpts Contd...

Blake - The Change Agent

Blake, who had earlier worked as vice-president of Home Depot under Nardelli, succeeded him in January 2007. Blake too was a GE alumnus like Nardelli. However, according to analysts, his personality was in stark contrast to that of Nardelli, as he had a soft spoken voice and was free of any attitude problems.

One of the first things that Blake did was to call up the founders Marcus and Blank for advice and help on running the business. This pleased Marcus, who was one of the largest shareholders, but had not stepped into any store for three years after being estranged from Nardelli...

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As the economic condition continued to look grim all through 2008, Home Depot tried hard to keep its expenditures less but not let it affect its customer service. Even in the time of downturn, it tried to incorporate several measures that would build its long term prospects with the customers...


Exhibit I: Home Depot's International Expansion to Other Countries

Exhibit II: Home Depot's Values

Exhibit III: Financial Highlights of Home Depot in Nardelli's Regime: 2000-2006

Exhibit IV: Stock Chart of Home Depot; 1984-2007

Exhibit V: Third Quarter Financial Highlights: Comparison between 2008 and 2007

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