HRM CASE STUDY

GRAHAK TELECOM :
INFORMATION TO BE ACQUIRED ;

Since Graham Telecom is simply a start-up there needs to be a specific

and analysed research that has to be conducted before implying/applying
any new service that can be offered by the company.

The main focus for the company has been to increase their customer
database, and to improve the feedback + consumer satisfaction from
previous consumers of the service. Graham telecom will need to address
the following issues :
- What makes them different from other telecom services in the market?
- Why should people prefer Graham Telecom services?
- How to improve the present services that Graham Telecom has to offer?
- How to RETAIN consumers and establish loyalty among
consumers+customers? - Acquire information and data analysis reports of
previous consumers.

PLAN OF ACTION BY HR TEAM :

As discussed before, the objectives that have to be prioritised upon
(improving customer

database + customer satisfaction) ; the plan of action is influenced by such

objectives.

Improving Customer Database : Regarding the information given, there

are only four people in the marketing team. For a start-up there has to be a
broad awareness of the company and its services to gain attention by the
market. Since, there were ONLY two customers in the previous year, the
first and foremost objective should to be to employ more members in the
marketing team so that they can initiate a higher intensive marketing
technique.

Improving Consumer Satisfaction Ratio : Since the company has a

healthy amount of software engineers, the HR team has to provide for
better incentives for the engineers to result in a higher efficiency. HR
team also has to make sure that the employees are highly satisfied in their
working environment in order to attain high efficiency.

If there is a higher efficiency among employees then progress can be

made in improving current services that are offered.

To improve Customer relations, a dept. of consumer/customer care has to

be recruited, hence each and every consumer is valued and feels valued.

BY
Sidharth trehan (A3221516028)

Dhruv veer singh (A3221516007)