A 9 page paper. Home Depot is the largest chain store in the world and it continues to grow weekly. However, in the last few years, quality of customer service has declined dramatically. This paper provides an introduction to Home Depot and reports its low ratings for customer service. The writer then recommends a program to improve customer service company-wide by following FedEx's example with Total Quality Management programs. Bibliography lists 10 sources.
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this company has posted increased revenues each year, an accomplishment few businesses can equal (Hoovers, 2004). Even during this current economic slowdown, Home Depot continues to realize increased earnings although
at a slower pace than in previous years (Hoovers, 2004). For example, 2003 salves totaled (in millions) $64,816.0, an 11.3 percent increase over 2003 (Hoovers, 2004). Their net income growth
was 17.5 percent (Hoovers, 2004). This company caters to the do-it-yourself individual as well as to the small independent contractor (Hoovers, 2004). Recently, the company has been focusing on drawing
in female consumers and professional contractors. Once known for its exceptional customer service, the company has faltered in this critical area in recent years and is now making customer service
its number one priority. The Home Depot changed the structure and nature of the home improvement industry forever (Home Depot Inc, 2004). The first stores stocked about 25,000 products but
that has grown to the point where the average Home Depot store has approximately 130,000 square feet and stocks between 40,000 and 50,000 products, including, floor, window and wall coverings,
plumbing, gardening equipment and supplies, tools, paint, and appliances (Hoovers, 2004; Home Depot Inc, 2002). Most Home Depots also have a nursery. The stores also offer numerous "free in-store clinics
for honing home improvement skills as well as design and decorating consultation, truck and tool rental, home delivery, free potting and many others" (Home Depot Inc, 2004). Today, there
are more than 1,700 stores in the US, Canada, Mexico and Puerto Rico and they have opened two sourcing offices in China (Hoovers, 2004). Home Depot also has 50 EXPO
Design Centers and one Floor Store in the United States along with more than 600 Tool Rental Centers (Home Depot Inc, 2004). Products include home improvement supplies, building materials, lawn