Introduction

• The Home Depot’s decline in Customer Satisfaction

• Voice Of the Customer (VOC)

• Company Growth

• Lisa Boyd, Human Resource Manager

Introduction Cont.

• Hiring New Employees

• Training in Orientation

• Revise the Online Survey

Proposed Tasks

• Increase the number of employees in high volume departments

• Include a Customer Satisfaction Portion of New Hire Training

• Revise the Online Survey

Time Schedule

• Primary Research– Interview with Lisa Boyd– Customer Survey

• Secondary Research– Internet Sources

• Progress Report• Group Meetings• Final Proposal

Qualifications/Experience

• Stan Caballero– History/Business– Employed by The Home Depot

• Heather Swords– Public Relations/RHIM

• Barrett Sisk– Landscape Architecture– Employed by The Home Depot

Qualifications/Experience

• Justin Garcia– Pre Med

• Ken Wogan– Economics/Political Science

Budget

• Increase Sales Associates– Hire eight at $7/hr– Total new expenditures for entire

company: $249,733,120

• How can Home Depot justify this increase in spending?

Budget Cont.

• Company processed 1.3 billion transactions in 2006– Average transaction: $64– Total company loses: $250,419,300– Increase in Customer Satisfaction:

Priceless

• Result: $686,080 Net gain

Conclusion

• Proposed tasks can immediately and progressively increase Customer Service

• Happy customers means more business

• Remember: It costs more to recruit new customers than to retain old ones!