SERVICE SECTOR MANAGEMENT- COURIER SERVICES

GROUP MEMBERS
Priyanka Chourasiya Heba Qumar Afsha Ratansi Sadaf Sayed Ritika Shetty 05 19 20 22 25

WHAT ARE SERVICES?

"Services are not separate entities over which ownership rights can be established. They cannot be traded separately from their production. Services are heterogeneous outputs produced to order and typically consist of changes in the condition of the consuming units realized by the activities of the producers at the demand of the customers. By the time their production is completed they must have been provided to the consumers."

SERVICE MARKETING MIX

The service marketing mix is also known as an extended marketing mix and is an integral part of a service blueprint design. The service marketing mix consists of 7 Ps as compared to the 4 Ps of a product marketing mix. The service marketing mix assumes the service as a product itself, however it adds 3 more Ps which are required for optimum service delivery.

SERVICE MARKETING MIX

WHAT IS COURIER SERVICE?

A courier service is an organization which offers special deliveries of packages, money, documents or information. Courier services usually boast faster delivery times than any alternative method of transporting documents, and many services in the modern world rely on them.

 Aramex is a leading global provider of comprehensive courier and transportation solutions. Aramex today is a publicly traded company on the Dubai Financial Market Employing more than 8,600 people in over 310 locations around the globe

INTRODUCTION TO ARAMEX

HISTORY AND DEVELOPMENT TIMELINE

ARAMEX STATIONS

GLOBAL NETWORK OF ARAMEX

Aramex is a founding member and chairs the Global Distribution Alliance (GDA), which brings together over 40 leading express and logistics providers from around the world.

AWARDS AND APPRECIATION

7 Ps OF ARAMEX
1. Product Elements Online courier services, quick delivery of parcel gaining customer confidence.

2. Place & Time Asia, Europe, Middle East/Africa, Latin America, North America Services provided : 24*7 3. Promotion & Education Aramex uses sports as a medium for promoting its services. Aramex promoted its brand through Cast Away. In Nov.03 Aramex along with University of Memphis, started FedEx Institute of Technology.

7 Ps OF ARAMEX
4. Physical Environment The staff members & vehicles as well as aircrafts plays an major role for providing services. 5. Price Charges premium prices for quality services.
6. People Aramex employees provide both pre service as well as post service.

7 Ps OF ARAMEX
7. Process
Procuring the products from clients. Manufacturing procurement & order management function. Delivering product & services to customers.

HOW DOES ARAMEX WORKS?

Gold Service ARAMEX has a national network of retail stores First for eBay packing and postage

ARAMEX SERVICES
International Express
Cash on Delivery Cash Collect Return Service Insurance Coverage

Domestic Express
Financial Solutions Inter Branch Solutions Deferred Domestic Same-Day Domestic NextDay Domestic

Land Freight
Middle East Trucking Portal Customs Clearance and Door Delivery Fully Integrated IT network and Tracking Extensive Land Network

ARAMEX SERVICES
Value Added Services
Document Return Cash on Delivery

Air Freight
Customs Clearance & Door Delivery Wholesale CoLoading Cool Chain Management Exhibitions Handling

Ocean Freight
Global cargo consolidation programs Customs Clearance and Door Delivery Container stripping Full customs brokerage service Full documentation service Real time information systems

CUSTOMER MANAGEMENT TECHNIQUES Long-Term Partnerships

CUSTOMER MANAGEMENT TECHNIQUES Responsiveness

Online Presence and Social Media

MANAGEMENT TECHNIQUES OF 1.Physical Records Management ARAMEX

o How it works o Benefits 2.Electronic Records Management o How it works o Benefits

CHALLENGES FACED BY Background ARAMEX

The challenge The Solution Benefits

PRIMARY DATA
Q.1 What is the mission of Aramex pertaining to its customers? Q.2 What is the basic & augmented facilities provided by Aramex to its customers? Q.3 What are the present challenges faced by Aramex in relation to customer services? Q.4 Is there any special training provided to employees to deal with their regular & fresh customer? Q.5 Is there any unique strategy fallowed by Aramex to differentiate its service with that of its competitors? Q.6 Does customer satisfaction helps the company to achieve customer loyalty?

MARKET SHARE IN INDIA

CONCLUSION

BIBLIOGRAPHY
www.aramex.com www.aramexcorporation.com www.pack&send.com