1. Case Study
Jyoti Devendranath Mishra owns a kirana store in the Bangalore city suburb. Her father Govind
Prasad Dubey had invested his savings in starting a business that would stock and sell daily-use
commodities. The locality where Jyoti resides has a large number of residential colonies housing
middle-class families. In most houses, there would be only the male member on a salaried job
who travels to Bangalore daily for work. The woman of the household does small odd jobs and
manages the household. Kids go to school/college and have aspiration of higher studies.
Jyoti business has grown much bigger from where her father began 30 years ago. She has a store
space of 15 by 15 feet divided in three broad units. Her store carries all necessary grocery items
starting from pulses, grains, spices, branded masalas, tea, sugar and so on. She also stocks other
daily necessary items such as soaps, detergents, scrubs, tumblers and incense sticks. Jams,
ketchup, sauces, beauty products occupy the shelves too. One of the units has a freezer section
that keeps items such as cheese, butter, milk, breads and some other non-perishable exotic items.
A third unit is kept for fresh food items such as fruits and vegetables.
Her attempt has been to be able to provide every item that a customer may come to buy. Seeing a
customer being disappointed for lack of finding an item is a huge de-motivation for her.
Hence, over the years, she has carefully tried to build her stock as per the growing need of her
customers. Every time she has had to decline a customer requirement, she made a note of it and
tried to make it available in her store.
As business grew, she realized that keeping a count of all the different transactions was
becoming difficult. What to procure, how much to procure, amount in sales, finances involved
was getting complex. She also realized that most of her customers were repeat customers and
there was not much she was doing to thank them for their trust in her services.
She decided to introduce a reward programme for her customers. This programme would be
effective on a monthly basis. Customers whose monthly purchase per household amounts to
73,000 or more would be given a coupon of 150 that they can redeem on their next purchase.
The total amount of purchase for the following month would not account for the 150 discount,
while adding the purchase for that month, but instead record the total amount of the purchase.
This would be a dual benefit for the customer.
2. Jyoti is aware that there is competition that has come up from the big retail chain stores. Yet, she
believes that her long association with her customers along with the reward programme will keep
A customer purchase table showing the customer name, date of purchase, bill amount in rupees
for each purchase, total amount of purchase in purchase till date for the month is provided
further. Data would be documented and reported per month. Although data has been provided for
this case, you are not required to use any software for answering the questions below.
Instead, analyse the data below and think of the best possible answers you can provide to help
Jyoti grow her business and retain her customers.
Monthly Purchase Data of the Customers
Date of Purchase Bill Amount
of Purchase till
5 June 2021 300 300
5 June 2021 790 790
6 June 2021 220 220
Mayank Shah 7 June 2021 70 70
Arti Dubey 7 June 2021 450 450
Anand Sinha 7 June 2021 100 100
7 June 2021 334 334
8 June 2021 20 20
1. How would the reward programme be a dual benefit for the customer?
2. What kind of data is important for Jyoti to track and monitor?
3. How can she organize the data available to her for analysing it? How can she track and update
a customer consecutive household purchase over the month (note that any member of the
household can come to make the purchase)?