Assignment 02

Name : Faizan Khan Roll no. :36 Subject : PDD Lab Faculty : Mahesh Sir

Customer Review Analysed

o "I got 90 km mileage in sport mode, 105 km in normal & 140 km in economy modes. My weight is 92
kg. I need more mileage. Before, I faced service issues. But now there is some difference on the
service side; need more improvement."

91wheels.com

2. Rakesh – 4.6 stars

o "Super good scooter with very low maintenance and good mileage. The design is also very
fashionable, which goes very well with the youngsters and is available at a very affordable price."
91wheels.com

3. Usha Kotiya – 5.0 stars

91wheels.com

4. Anjan – 1.0 star

o "One of worst services. Please give value for your hard-earned money. Don't buy Ola electric scooter
even if they are giving you free. They will take away your peace, money, and happiness from you.
Worst company to believe and trust in, they state that they are leading customers satisfaction
company that is false. My humble request not to buy Ola electric vehicle please, if you want to suffer
then you are welcome to buy Ola electric products."

91wheels.com

5. Pradeep Kumar – 2.4 stars

o "So poor performance, today I parked my scooter after running condition but automatically scooter is
not charging and also not starting or rebooting, I many times disappointed due to several many issues
only within 1 year of purchase. At present, I am unable to drive or take the help of any technician.
Fully dissatisfied after the purchase of this scooter. Still after the purchase of 10 months, RC has not
received and also not any response from their support desk, same reply every time.
Personally suggest not purchasing this type of scooter."

BikeWale

6. Arunprakash – 4.6 stars

o "Ola S1 Air is the best EV scooter. Riding is highly expensive. It looks very nice. Servicing and
maintenance are too good. Ola S1 drive is a better experience; it is a new generation EV electric
scooter. I am happy to buy this. The latest model Ola S1 and S1 Pro is superb and highly expensive. I
am so happy about this."

BikeWale

7. Utkarsh Jain – 4.2 stars

o "The riding experience is smooth. The pickup is absolutely amazing. The black color variant is superb
and gives a classy look. Service and maintenance can easily be done. Overall a powerful EV scooter.
The cons is only the km range; it could have been 130-150 km range. Recommendation for purchase
of this scooter as it is very stylish, easy to maintain, and the best part is it today's generation EV with
all features loaded. Listening to music, maps, and all is helpful for a smoother ride."

BikeWale

8. Sierra__foxtrot – No star rating provided

o "An update on the previous ownership saga, so Ola had arranged a RSA two days after my previous
post and they were quite proactive in noting down my problems and assured me all the issues will be
rectified and I will be given my scooter back the next day and I was totally fine with that. I was
expecting a call from Ola the next day regarding my scooter, but I never got one and I decided to cut
some slack since its a new company. After 3 days I lost my patience and decided to call the service
person at Ola who told me that while stripping the scooter apart, they had broken a clip and since
they had to replace it as well, they are awaiting an OK GO AHEAD from Ola. Once they get it, they will
start the process and asked me another day for getting my scooter back. After 2 days still no sign of
the scooter I called the guy again and a different person picked up and told me 'my bike is still
untouched and they will start the repair job only today', mind you this is the 5th day since they took
my scooter from me and for 5 days it was lying idle at the workshop. The next day, a Saturday I got a
call saying the repairs will be finished today but since RSA does not work after 6 pm and the next day
 being Sunday I will be getting my scooter only on Monday (a working day). I was absolutely furious
and unleashed my week long anger at Ola in that single phone call and after pulling a few strings they
agreed they will send my bike on Sunday the next day. Sunday morning I get a call from RSA and the
bike is delivered but since they had to remove the panels completely and replace it, they did a
shoddy work replacing it. Once I got the scooter delivered I went around the scooter and found huge
panels gaps all around the replaced panels (attaching the pics below), and a perfectly silent and good
motor came back to me with some weird noise when driven and I don't want to send my scooter
again and wait for 1 whole week again. I had called the service person but the call was never picked
and I sent him the pictures of the panel gaps and still I have not got a reply from him. An even shadier
part from Ola is there is absolutely no proof of replacement of parts in a form of invoice from them
(NO INVOICE), when asked they were brushing it off aside and telling me sir no need invoice we have
replaced the panels can't you see? I WAS LEFT SPEECHLESS. I think I'm starting to regret my
purchase."

Team-BHP

These reviews provide a comprehensive perspective on the Ola S1 Electric Scooter, highlighting both positive
experiences and areas where customers have faced challenges.

Q1. How do you identify customer needs for developing the product?

Identifying customer needs is crucial for improving the Ola S1 e-scooter. We use the following methods:

• Customer Reviews Analysis:

o Positive reviews highlight good mileage, stylish design, affordability, and comfort.

o Negative reviews focus on poor service, late deliveries, and lack of charging stations.

• Market Research: Conducting surveys and studying competitors to understand market trends.

• Direct Customer Interaction: Gathering feedback through Ola Experience Centers.

• Data Analysis: Evaluating sales reports and user complaints to identify common issues.

Example: A customer, Antony Joseph, praised the mileage and performance, while Anjan criticized the customer
service. Addressing both aspects is essential.

Q2. How do you ascertain/select the attributes that are to be tackled?

We categorize the attributes based on customer importance:

• High Priority: Mileage, customer service, availability of charging stations.

• Medium Priority: Comfort, features, and affordability.

• Low Priority: Design, as most customers already like it.

The selection is based on:

• Frequency in customer reviews (more complaints → higher priority).

• Impact on customer satisfaction (e.g., service issues affect brand trust).

• Technical Feasibility (improving battery life vs. redesigning the entire scooter).
Example: Rakesh found the scooter affordable and stylish, while Tejpal Singh complained about poor complaint
resolution. Both factors need different levels of attention.

Q3. Would you like to go for Engineering Design factors or Industrial Design factors or both?

We should focus on both:

1. Engineering Design Factors:

o Improve battery efficiency for extended mileage. o Enhance charging speed to reduce wait

times.

o Strengthen motor performance for reliability.

2. Industrial Design Factors:

o Retain the sleek, stylish look (already well-received).

o Make the design more ergonomic for better comfort.

Balanced Approach: A mix of both ensures an improved user experience.

Q4. How do you develop a correlation matrix?

A correlation matrix maps customer needs against engineering parameters:

High Mileage High (+) Low (-) Medium (O) None

Good Comfort Medium (O) High (+) None None

Fast Charging Low (-) None High (+) None

Better Service None None None High (+)

Legend:

• High (+): Strong correlation

• Medium (O): Moderate correlation

• Low (-): Weak correlation

The correlation matrix helps prioritize engineering efforts.

Q5. How do you "Construct House of Quality"?

The House of Quality (HoQ) links customer requirements to design improvements. Steps:

1. Customer Needs Identification (Mileage, Service, Comfort, Charging Speed).

2. Engineering Responses (Battery, Motor Power, Charging Stations, Service Efficiency).

4. Technical Benchmarking (Compare against competitors like Ather 450X).

5. Implementation Planning (Prioritize high-impact features first).

Q6. What are the generic PD&D processes that you would like to adopt in re-designing it using House of Quality?

The Product Design & Development (PD&D) Process includes:

1. Concept Development: Identify key issues from customer feedback.

2. Design & Prototyping: Modify battery specs, motor power, and fast-charging features.

3. Testing & Validation: Conduct range tests, safety tests, and durability checks.

4. Customer Feedback Integration: Implement improvements based on pilot user experiences.

5. Production & Scaling: Mass production with an improved quality standard.

Q7. What are the methods that you would adopt for Market Acceptance?

To gain market acceptance, Ola S1 should:

• Improve Service Support: Faster complaint resolution and better service centers.

• Expand Charging Infrastructure: More charging stations across urban areas.

• Marketing Strategies: Influencer marketing, user testimonials, and social media campaigns.

• Customer Incentives: Cashback offers, free maintenance for 1 year, trade-in programs.

• Partnerships: Collaborate with malls, offices, and residential societies for charging stations.

Example: A strategy like Tesla’s Supercharger network could be implemented in India.

Q8. How do you document the entire design process?

A structured documentation approach includes:

1. Market Research Report: Customer insights, pain points, and competitor analysis.

2. Concept Sketches & CAD Models: Early design improvements.

3. House of Quality Matrix: Links customer needs to engineering changes.

4. Prototype Testing Data: Performance results on speed, battery, and comfort.

5. Service & Support Strategy: Plan to improve customer service.

6. Final Production Report: Manufacturing process, materials used, cost analysis.

7. Post-Launch Customer Feedback: Ongoing improvements based on user experiences.

Most Liked Features (Positive Aspects)

From the customer reviews provided, the most appreciated features are:
 Good Mileage & Performance – Many users, like Antony Joseph and Rakesh, praised the scooter for delivering 90-
140 km range based on different riding modes.
Comfort & Ride Quality – Customers like Usha Kotiya found the scooter to be comfortable and easy to ride,
especially with the reverse gear feature.
Low Maintenance & Affordability – Rakesh highlighted that the scooter requires minimal maintenance and is
priced affordably.
Lightweight & Slim Design – Deepak appreciated that the scooter is lightweight and easy to handle, making it
convenient for city rides.

Most Disliked Features (Areas for Improvement)

Poor Customer Service – Multiple negative reviews (Anjan, Tejpal Singh, Abhimanyu Sharma) mentioned slow
response times, lack of service centers, and poor complaint resolution.
Charging Infrastructure Issues – Deepak pointed out the lack of enough charging stations, making it inconvenient
for long-distance users.
Delayed Deliveries – Abhimanyu Sharma reported long delays in receiving the scooter, causing frustration among
buyers.
Software & Support Issues – Tejpal Singh mentioned that the Ola call center doesn't have proper details, indicating
a lack of structured after-sales support.

Key Areas for Development

Expand Service Centers & Improve Response Time – A more robust customer service framework is needed,
including a quicker complaint resolution process.
Increase Charging Stations – Ola should collaborate with malls, offices, and residential areas to install more fast-
charging stations.
Enhance Delivery & Order Tracking – A transparent real-time tracking system for deliveries can help manage
expectations.