Case Study
Case Study SUMIT Morro watched as his advisor Arun Kar loaded a cassette into the VCR. Arun was the consultant the Morro Group had hired to audit the performance of Galaxy, Sumit's six-month-old superstore in Mumbai. Arun clicked the button on the remote and said: "Okay, watch this." The video clip showed a young man walk into Galaxy. He heads straight for the toys section, does not browse much, finds the action figures shelf, picks out a Spiderman web shooter, briefly glances at the adjoining carton - 'Spiderman gear' - gives it a miss, and leaves the section. "That was six minutes," said Arun, as the man walked towards the cash counter. But, on the way, he pauses at the hair care section, browses awhile, ("That was nine minutes," said Arun) looks around, ("He is looking for sales assistance, but can't find any") then again makes his way towards the cash counter. He pauses, turns into the men's section, spends 22 minut...