LOGISTICS INDUSTRY

Sweta Karn Ashish Agnihotri Ajinkya Atre Ameya Desai Rajendra Kelkar Rahul Kumar Salil Lavgankar Ashish Singh Rohit Virkar Sanket Wajge Shivangi Yadav (08-701) (08-704) (08-707) (08-719) (08-731) (08-734) (08-737) (08-753) (08-756) (08-759) (08-760)

Vichare Courier Services

Introduction

Couriers are basically a service for sending some documents/parcels at an extra cost for its added features Indian courier industry started 15-20 yrs. Courier services in India can be segregated in few categories: 1) Intra city services
2) Inter city services

Indian Parcel Courier market is estimated at about Rs. 9000 crores

Vichare Courier Services

Started in 1996 by Vichare brothers 1.5 lakh package handling capacity daily

90 Branches, 3700 employees

USP: They are always at the right place at the right time with the right message. Major Corporate Clients include: ICICI Bank,Reserve Bank Of India, MTNL

7 Ps
Product

5 courier services:

VAS----MTNL, BEST, Tata Indicom bill payments Cash back if not delivered on time

Price

Weight allowed (250 g) per courier: Rs.15, Per Additional 250 g: Rs. 15 Bulk Documents: Rs.12, Charity trusts: Rs.6
Corporate Customers: Service Contracts

Promotion

No outdoor advertisements, hoardings, banners Payment Slip contains relevant Contact Details Mainly word of Mouth Info. Circular to existing customers when new services are started Tie-ups with LIC & mutual funds Customized contracts (Both Retail and Corporate)

Place

Mumbai, Navi Mumbai, Pune, Pimpri Chinchwad, Upto Dahanu New services to be started at Nashik and Gujrat Mumbai divided into 3 zones
i) Ghatkopar,

ii) Mulund and

iii) Fort

500 collection points Total branches: 86 in Mumbai , 4 in Pune

Process

Coding System as per pin code of each branch The coding system standard: A20, BB56, C23 Totally Manual System---Computerization in near future Delivery van delivers the respective parcels Customer Complaints taken over phone at any branch

People

Organization structure For every branch there is 1 office in charge, delivery boys, pick up boys and cashier Staff: 35 to 50/branch Centralized hiring

Zone Director Marketing Manager Assistant Zonal Manager Supervisor Office In charge Pick up Boys Cashier

Physical Evidence

Acknowledgment receipts Attire

Delivery Boys

The Services Marketing Triangle

Customer Gap

Efficiency Reach Home Pick up Delayed response

Gap 1: Knowledge Gap

For courier services, customers want timely delivery at low cost Vichare has feedback/ complaint system for its customers Cash back schemes if docs are misplaced They dont provide packaging as VAS

Gap 2: Service Design & Standards Gap

The process design is simple in nature Customer hands over the package/billing done as per type of service Coding system implemented

No computerization

Gap 3: The Service Performance Gap

Strong internal promotion system Customer waiting time is minimal in most cases

Employees have adequate knowledge

Organization structure is well defined

Gap 4: The Communication Gap

Promise of efficient services is rendered No franchising for better coordination

Adherence to procedures and standards

Lack of updation/inconsistency

Recommendations

Provide Packaging as VAS SMS Alerts as acknowledgements Using RFID to check the real time location of vans Scope for implementation of IT systems: Sorting and codification Festive Offers

Strategy for expansion

On Intracity Level
Tie-ups with educational institutes to take up their customised services or contracts Dabbawallas for Promotion due to their Industrial Reach Targeting Industrial Areas like MIDC, SEEPZ, STP

On Intercity Level
Should start transactions with metros like Delhi, Bangalore, Kolkata, etc Intracity courier services could be started in these cities after knowing the market at those places

National Level ISO, Six Sigma certifications for Global Level

VI (chare brothers) CH (erished) A (dream to shoulder the burden of taking care, reliably, meticulously & effectively of mailing needs of Consignor and as a) RE (sult our clients)

Thank You