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

            
 
Strategic Management|Management Strategy |Business Strategy Case Study|Business Strategy|Case Study|Case Studies

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:

Business Ethics Case Studies | Case Study in Management, Operations, Strategies, Business Ethics, Case Studies



Price:

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

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

Custom Search


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.



Chat with us

Strategic Management Formulation, Implementation, & Control, 12e

Please leave your feedback

Leave Your Feedback

ICMR India ICMR India ICMR India ICMR India RSS Feed

<< Previous

"Nardelli's strategy to expand into the contractor supply business, while cutting costs and streamlining operations in 1,816 U.S. stores, has pushed customer service down the company's priority list... But the company appears to be waking up to bubbling discontent among customers and employees." 1

- BusinessWeek2, June 19, 2006.

"That kind of deterioration would be a challenge for any newly minted chief executive… But trying to recast the company's image in the middle of the worst housing downturn in decades multiplies the challenge." 3

- Fortune Magazine4, November 25, 2008.

Introduction

In February 2008, a report was released by the University of Michigan's American Customer Satisfaction Index (ACSI). According to the report, The Home Depot Inc. (Home Depot), the second largest retailer in the US5 and the largest home improvement retailer in the world as of 2008, had scored 67 points on a 100 point scale. The score, about 4% lower than the previous year's score, was the lowest among all the US retailers. On the other hand, its arch rival Lowe's Companies, Inc. (Lowe's)6 score remained the same at 75 points as earlier.7

Business Strategy | Case Study in Management, Operations, Strategies, Business Strategy, Case Studies

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

Business Ethics Case Studies | Case Study in Management, Operations, Strategies, Business Ethics, Case Studies


1] Brian Grow and Susan McMillan, "Home Depot: Last among Shoppers," www.businessweek.com, June 19, 2006.
2] BusinessWeek, is a weekly business periodical, started in 1929. The business magazine is published by McGraw-Hill and is headquartered it New York City, the US.
3] Jennifer Reingold, "Home Depot's Total Rehab," http://money.cnn.com, September 19, 2008.
4] Fortune Magazine, founded in February 1930, is a business magazine published by Time Inc's Fortune/Money group.
5] Wal-Mart Store, Inc. is the largest retail chain in the US as well as across the world.
6] Lowe's was a retail chain of home improvement goods and appliances and also offered home-related services. It was founded in 1946 in North Carolina, the US.
7] "Customer Satisfaction Drops Again and Consumer Spending Likely to Weaken Further," http://www.reuters.com, February 19, 2008.


Custom Search





Economics for Managers Textbook
Textbooks Collection

Economics for Managers Workbook
ICMR books Collection

Case Studies in Business Strategy Volume VI

Case Studies in Business Strategy
e-Book on Business Strategy

Case Study Volumes Collection

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.