Capco Case Study: Problem Solving for Customer Expectations & Demand

This case study solution addresses the challenge of increasing customer expectations and demand faced by Capco, a leading international company providing services for the financial service industry. It emphasizes the importance of adapting to changing customer preferences and innovating new products and services to maintain competitiveness. The solution employs SWOT analysis to assess Capco's strengths, weaknesses, opportunities, and threats, and suggests alternative strategies such as providing timely solutions, ensuring transparent communication, and actively seeking customer feedback. The implementation plan involves gathering constant feedback from customers through emails and phone calls, monitoring responses through a dedicated team, and using project monitoring methods to review the entire process. The goal is to identify areas for improvement and take appropriate actions to enhance customer satisfaction and loyalty, ultimately improving Capco's brand image and market position. Desklib provides solved assignments.

PROBLEM-SOLVING

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Problem of customer expectation and demand, scope and impact on the company...................4
Problem solving tools..................................................................................................................5
Alternative to solve the customer related problems.....................................................................8
Implementation of possible solution............................................................................................9
Communication of plan................................................................................................................9
Monitoring and review technique ...............................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Problem solving refers to the process of identification of a problem in workplace,
identifying its root cause and finding alternative solution to solve the problem. It is important for
the company to identify the root cause of the problem and prepare strategies in order to provide
direction to solve the related problems of the workplace(Van Aken, and Berends, 2018). It plays
a very important role in the conducting the routine activities in the organization. Identifying
these can help the company to develop skills in their employees and workers through training
and investing in the sustainability of the company. The report illustrates the problem of increased
customer expectation and demand and its impact on the organization,SWOT analysis of the
Capco company, the various alternative solutions to solve the problem . The study also reflects
on the plan for implementation of the solution to the respective problem and various appropriate
techniques for the execution of the solution in the workplace.
MAIN BODY
Problem of customer expectation and demand, scope and impact on the company
With the changing business environment, it is important for the organizations to make
various modifications in its strategies and plans and also focus on the changing demands and
preferences of the customers. It is said that it is important for long term sustainability of the
comp[any has to fulfil various factors which affects the company that can be political,
technological etc. The increased demand and expectation of the customers has led the company
to make various modifications and changes in its existing products and services and also focus
on the innovating new products in order to satisfy its customers and also to compete in the
market(Stevenson, 2020). Customer expectations refers to the set of ideas and preferences about
the brand, services of the company. Capco company is one of the leading international company
which provides the services for the financial service industry. The company has been facing
various challenges but the major issue is the increasing customer expectations and demand for

the product and services offered by the company. The company has to expand its areas of
operations for providing better and new services in order to satisfy the demands of the customers.
Every company has certain goals to fulfil which will help the company for long term
sustainability in the market. For achieving this, it is important for the company to understand the
present trends in the market and also focus on the demands and requirements of the customers
and then after analysing these can make plans and strategies to fulfil the respective
requirements.
The customers play a very vital role in any business and every comp[any wants to prosper and
wants that it should have huge customer base but in order to develop the customer base the
company has to make continuous efforts for maintaining the constant demand in the
market(Schiemann, et.al, 2018). The rapid changes in the demands of the products and services
of the company, the employees must be creative and should have required knowledge and skills
to think differently in order to meet the changing requirements of the clients. For launching new
and additional services, the requires huge amount of cost in its research and development which
sometimes not possible which in turn affects the customers base and the company.
Problem solving tools
The problem solving tools allow the stakeholders to overcome the respective issue of
increased customer expectations and demand in market. In order to address the issues Capco
Company and its management can favour to use the SWOT Analysis and its respective aspects to
analysis the whole issue.
SWOT Analysis
SWOT Analysis is a tool comprises with the strength, weakness, opportunities and threat
associated with the organisation.
Strength:
 Diversified business solutions provided by the company which include consulting,
managed services and technology solutions for the financial industry.
 Vast employee base at a global level (CHAU, 2019).
 International presence of business.
 Diversified organisation culture.
Weakness:
 Increased customer expectations and demand.

 Uncertain business environment.
 Financial crisis.
Opportunity
 Advancing the services.
 Open communications.
 Consumer feedbacks.
 Technological changes.
 Cost efficient services.
Threat:
 New entrant in market.
 Competition.
 Global crisis.
PMI
Plus (P) Minus ( M) Interesting points (I)
Constant changing customer
expectations and demand
allow and motivate the
organisation to advance the
current technology and work
efficiency.
This aspect allows the
company to modify its current
practices along with
implementing the new
advanced techniques.
Innovation is prioritised in
operations of company (Cheng
and et.al., 2019).
This issue allow the company
to design more appropriate
The disadvantage of this is that
even the new entrant get the
chance to dominate the whole
industry.
This create a negative impact
over the quality of services
allocate by the company.
The result of this is over the
sales and profitability of the
organisation.
This entire situation create an
opportunity for the
organisation to support the
business objectives in the best
way possible.
Company get to modify its
services and practices in the
best way possible.
Taking competitive advantage
is also possible in order to
implement practices favouring
the customer satisfaction and
meeting demand of the
consumers.

products and services that can
cater to better level of
consumer expectations in
respective target market.
This could favour the Capco
Company to allocate cost
favoured services in the
market.
Problem solving technique
The problem solving practice Capco Company can use involve the implementations of
the following practices.
Define problem
Increased costumer expectations and demand is a massive issue for the organisation. This
is certainly not possible for the Capco Company to constantly change the product and services
allocated by the organisation. Management also aim to constantly focus over meeting up the
expectations and demand of the customer in order to achieve business objectives.
Gather information
Gathering information become necessary to overcome this challenge. The collection of
information can be done with the use of primary source and secondary source of information
(Pakurár and et.al., 2019). Collection of information is mandatory for the company to address
the respective issue and problem.
Generate possible solutions
Generation of the possible solution is about to identify ways to overcome the issue. This
involve on the basis of the information collected this involve identifying the potential solution to
overcome the issue. Possible solution are the list of fundamental ways and techniques to meet the
expectations and demand of the target customer of Capco Company.
Evaluate ideas
The step of identifying the possible solution would further motivate the company to
evaluate the idea that can favour company in overcoming the respective issues. The idea or the

technique identified to overcome the issue will involve evaluation about the idea as whether the
solution is favourable or not.
Evaluate
The outcome generated against the possible solution is undertaken will be a part of
evaluation. This will support the organisation to critically review the solutions identified.
Alternative to solve the customer related problems
The company faces the major challenges related to the increased expectations and
demands of the customers and it is also the responsibility of the company to manage and solve
these problems as it is good for the company and also increases the customer base by
understanding their preferences and presenting the products in the market(Hannola, et.al,2018).
The company should encourage more training sessions for the employees to be more creative and
increase their thinking skills. The company can adopt various measures to cope up with these
issues:
 Providing timely solutions: The company should listen and understand the queries of
the customers and provide timely solutions to their problems as the customers prefers
getting instant support for their inquires. Various updated software should be installed by
the company which will help the customers to engage with their customers and also
offers timely solutions.
 Transparent communication: Many a times companies fail to implement and solve the
queries related to the customer as there is lack of communication between the services
and the customer that results into decrease in the customer base that affects the
company(Budur, and Poturak, 2021). It is important for the company to serve better to
their existing customers by being open about the prices of the products,terms and
stipulations which help the business to succeed and by adopting this open communication
strategy will help the company to increased their time value. By continuously resolving
the problems of the customers will help to gain trust and loyalty in the customers about
the effective services provided by the company.
 Feedback from the customers: Reviews and feedback from the customers helps to build
a positive brand image and reputation of the company in the market. When the customer
give feedbacks reflects the brand image of the company(Oghenekaro, 2018). If the

company keeps high quality performance and providing additional services to its
customers will heigh reflect the company and maximizes their customer base.
It is important for the Capco company to receive timely feedbacks and reviews and understand
the queries of the customer, it will help the company to increase its customer loyalty and also to
improve the brand image of the company which is very important for the company for its
survival in the competitive environment.
Implementation of possible solution
Out of the list of available solutions Capco Company can focus over adopting the
constant feedback practices from customers over the areas of improvement. This is a very
professional practice which organisation can use in order to overcome respective issues. In order
to take feedback company ca approach the customer at the time of making the sale along with
approaching customer on a regular basis to overcome and address the issue (Kumar and Kumar,
2019). The feedback can be taken over email or over the phone call. The feedback form will also
design by the Capco Company to generate information. This feedback form will involve all
possible areas that need to be developed along with the expectations of the customers. The
implementations will be done directly to the customers existing as well potential customers.
Communication of plan
Communication will be done over email and phone calls. The direct communication will
be made with the existing customers of the company along with new potential customer that can
be attracted by the organisation. Communication become a necessary part of implementation
process of the entire plan. Email will allow the organisation to provide the authority to the
customer to fill all the details on the basis of individual experience and feelings. Phone call will
also be a suitable mode of communicating the entire plan to the target customer in market.
Monitoring and review technique
The monitoring nd review of the practice can be executed with the proper formation of
team. The product development team will look ater the entire situation. The team will monitor all
the responses and the time of submission of the response by customer. The team will monitor the
entire process. Along with this the team will further review the response customer has submitted
to the organisation (Albahri and et.al., 2020). The Capco Company will use the project
monitoring method to review the entire process. This involve project record, interviews, direct
observation, focus group discussion and mapping. All these stages will be a part of the

monitoring and reviewing process adopted by the company. This technique will support the
organisation to effectively monitor and review the responses collected in this process. The entire
practice will be well supportive for the management to submit responses and take regular
actions. The role of this process is that management will identify all the possible areas that seek
development and improvement and based on that possible actions will be take.
CONCLUSION
It is concluded form the above report every company faces various challenges in this
competitive environment and one of the issues that the Capco company faces is the increase
customer expectations and demand. The scope and impact of the issue faced by the company is
also discussed. Swot analysis and PMI model is done to reflect on the positive, negative and
interesting aspects of the issue. The various alternative solutions have also been discussed for
resolving the issues and the solution which company should be adopted for the successful
operations of the company.

REFERENCES
Books and journals
Albahri, O. S. and et.al., 2020. Systematic review of artificial intelligence techniques in the
detection and classification of COVID-19 medical images in terms of evaluation and
benchmarking: Taxonomy analysis, challenges, future solutions and methodological
aspects. Journal of infection and public health.
Budur, T. and Poturak, M., 2021. Employee performance and customer loyalty: Mediation effect
of customer satisfaction. Middle East Journal of Management.8(5). pp.453-474.
CHAU, D., 2019. DOCTORATE OF PHILOSOPHY (PH. D) IN CIVIL ENGINEERING.
Cheng, B.L. and et.al., 2019. Service recovery, customer satisfaction and customer loyalty:
Evidence from Malaysia’s hotel industry. International Journal of Quality and Service
Sciences.
Hannola, et.al,2018. Empowering production workers with digitally facilitated knowledge
processes–a conceptual framework. International Journal of Production
Research.56(14). pp.4729-4743.
Kumar, P. and Kumar, R., 2019. Issues and challenges of load balancing techniques in cloud
computing: A survey. ACM Computing Surveys (CSUR). 51(6). pp.1-35.
Oghenekaro, A.P., 2018. Deployment of Soft Skills for Effective Customer Service in the 21 st
Century Library. Journal of Computer and Communications.6(03). p.43.
Pakurár, M. and et.al., 2019. The service quality dimensions that affect customer satisfaction in
the Jordanian banking sector. Sustainability. 11(4). p.1113.
Schiemann, et.al, 2018. Putting human capital analytics to work: Predicting and driving business
success. Human Resource Management.57(3). pp.795-807.
Stevenson, J., 2020. Expertise for the workplace. In Developing vocational expertise (pp. 3-25).
Routledge.
Van Aken, J.E. and Berends, H., 2018. Problem solving in organizations. Cambridge university
press.
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