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Levi Strauss

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Case Name: Levi Strauss – Case 1

Short Cycle Process:

• Who: Levi Strauss Management
• When: 1995
• Where: United States/Globally

Case Analysis:

Issues #1 – Customer Satisfaction & the “Perfect Pair” Kiosks

The “Perfect Pair” kiosks pilot project has been operating for a year now, and this has provided enough data to analyze whether Levi Strauss should continue with this project as is, expand or terminate this venture. The “Perfect Pair” kiosks will be reviewed in comparison to the current wholesale and retail operations to determine whether it provides the best return on invested capital.

Applicable Concepts
Product Pricing and ROIC
Value Chain Analysis
Product Mix

Qualitative Analysis

The alternative value chain for these kiosks is significantly changed in comparison to the wholesale and retail operations, and this is due to the processes involved in producing the kiosks end product. The new process reduces the time lag between start to finish of the value chain in comparison to traditional product lines. Expanding the kiosks to other retail locations will provide Levi’s with the opportunity to better respond to current industry shifts, while also providing greater satisfaction to its customers. Since Levi’s is not going to initiate the manufacturing process until after the sale has occurred, the need for intensive budgeting and forecasting is reduced for the “Perfect Pair” kiosks. The new alternative value chain also results in a decrease in inventory holding of 219 days, and this will lead to a decrease costs (Exhibit 1). This decrease in holding costs will free capital for further investment in this or other projects.

Currently, the kiosks offer one style of jeans in five possible colours. This limits the number of possible variations of jeans per customer to 5 pairs. If the kiosks were to expand, the development of more style and colour offerings would aid in ensuring that kiosks stay relevant with customers and continue to provide satisfaction. Current expansion of the style and colours may produce greater challenges if it were to occur simultaneous to the implementation of an expansion. Expansion through partnership with current wholesalers could aid in increasing the expansion rate. It is also important to consider the risks associated with the expansion of the “Perfect Pair” kiosks. Increased sales in “Perfect Pair” jeans may result in a decrease of sales in other channels. If a decrease were to occur in the wholesale channel, customers of this channel may react negatively towards Levi’s in the future. The money back guarantee also poses as a risk since customer may not be satisfied with the final pair. If this were to occur, Levi’s would be stuck with a customized pair of jeans that would be idle until another client with those exact measurements were to purchase a pair.

The proposed production cycle for the “Perfect Pair” jeans is only 21 days from start to finish which includes shipping time. This could ultimately result in production strains depending on the demand as well as staffing and machinery constraints. There is also the uncertainty that is involved with shipping both in house and through third party logistics. If the change towards fashion is a shift away from the styles offered by Levi’s, then regardless of any action taken with the current product line they will have difficulty retaining their clientele.

Quantitative Analysis

The ROIC for the wholesale channel is 30.77%, and the retail channel is 15.79% (Exhibit 2). If a pair of “Perfect Pair” jeans were to sell under the same revenue and costs of a traditional pair of Levi’s jeans it would yield a ROIC of 28.95% (Exhibit 2). This change in ROIC is due to the elimination of any markdowns that occur throughout the normal retail operation. Since the “Perfect Pair” jeans are custom ordered they will never have to be marked down, so long as they have passed inspection prior to leaving the factory.

The price of a pair of “Perfect Pair” jeans should be higher than that of a traditional pair of Levi’s, due to the perceived increase in value to the consumer based on customization and a better fit. Fashion is often synonymous with increased costs to consumers, and this would aid in marketing this as a superior product to customers. The effect on ROIC was analyzed for an increase in price of 15%, 20% and 25%. All of the proposed pricing increases result in an ROIC that is greater than the current wholesale and retail channels (Exhibit 3). At a 25% increase in price the ROIC would be greater than double any of the other channels. Recommendations

Levi Strauss is recommended to expand its current “Perfect Pair” kiosks to its other retail locations, and price the jeans at $60 per pair. This will increase ROIC from its retail efforts overall, and will help continue creating a link to the end users of Levi’s products. It is also recommended that Levi’s expand its kiosks prior to expanding the selection of products offered. Once expansion has occurred, however, Levi’s should add new styles and colours to maintain relevancy as well as customer satisfaction.
Appendix

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