ROUND 2: Group Discussion (Case Study)

4-5 groups were formed, and each group was given a case study. The participants were required to act as a consulting firm, suggesting solutions to the client’s problem.

Case Study-

AutoWheels Ltd: Enhancement of Customer

Business Situation

AutoWheels Ltd. is a new and upcoming Indian electric automotive company that has a robust sales network throughout the country and has been posting impressive sales numbers over the last few quarters.

The electric automotive industry in the country is evolving presently and a lot of new companies are entering the market. Customers are not just making their decision to buy a vehicle based on the quality of the product and the reputation of the company. They also assess the service experience that the company offers, and this includes both pre and post-sales service. AutoWheels has so far focused mainly on improving the sales network. They have not established robust customer service processes and systems. Service is mostly being done through dealerships where customers visit physically and get their vehicle inspected/serviced etc.

The CIO of AutoWheels has been supplied with market and consumer research data which predicts a hefty growth rate for the companies that provide the highest levels of satisfaction in terms of pre and post-sales service. If service experience doesn’t improve, then sales will also be impacted. CIO knows that they cannot go big in terms of expenditure right now but wants to take incremental steps in elevating the post-sales service experience for the customers.

Problem Description

The CIO has engaged Deloitte to identify an approach to bridge the gap that exists between AutoWheels Ltd.’s service team and its customers. You (the candidate) are on the project and the project manager apprises you of the findings from initial interviews:

• Service centres are largely manually operated with no digital integration of services whatsoever
• Customers have an increasing adoption of smartphones, tablets, wearables and other digital devices
• Research data shows that most customers prefer to get the vehicle assessment done before visiting the service centres
• AutoWheels Ltd. has a basic service mechanism where customers can call the dealerships and get the service appointment booked
• The company runs a lot of offers for the customers when they get their vehicles serviced but since there is no digital system in place, most of them do not get to know about them unless they visit
• Several customers get their vehicles serviced by third-party service providers who provide better experience and more comfort. This can hamper the expansion plans of the company and also result in a loss of revenue for the company

Tips:

• Speak your ideas with confidence.
• Listen attentively to other candidates.
• Repeating a point that has already been made will be considered a negative contribution while expanding upon someone else’s point will be viewed positively.
• Remember, you are working as a team; show compassion towards one another.
• Avoid interrupting others when they are speaking, but seize opportunities to contribute when available.
• You may politely point out potential drawbacks in suggestions made by team members.
• Group discussions primarily assess your communication skills, confidence, command of English, and teamwork abilities.
• If you present an idea that is later found to be incorrect or criticized by others, remain resilient. Accept feedback graciously and either propose alternative solutions or revise your initial suggestion.

The result was announced after 45 minutes, and 20 students were shortlisted for the next round.

Total number of rounds– 3
1. Online Test
2. Group Discussion (Case Study)
3. HR Interview