GAP Analysis

GATI
Gati Limited is a pioneer and leader in the Express
Distribution and Supply Chain Solutions in India.

Among top 5 players in India.

Best domestic logistics country Award

Gati covers 3.2 lakh kilometers every day and  connects to 622
out of 626 districts in India  

First Indian logistics firm to set up in Hong Kong  .

Massive investments on IT and warehousing
Service GAP Model
 Gap 1 – Knowledge GAP

Customer needs & expectations

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Improper field level information
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Business Intelligence not available for decision making at all levels
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Least attention paid to small customers

Management Definition of these needs

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Solution
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Customer Information is collected through feedback forms
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Appointment of executives to cater all types of customers.
 Gap 2 -Standard Gap

Management Definition of these Needs

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No proper service design for customers
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Fluctuation in fuel prices
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No Insurance for goods
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Improper allocation of funds

Translation Into Design

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Solution:
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Sharing the burden of increasing fuel prices
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Insurance for Goods
 Gap 3 - Delivery Gap

Translation Into Design

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Poor employee-technology job fit
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Delay in delivering the service

Execution of Design

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Solution:
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Employees are properly trained
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Promptness in delivery
 Gap 4 - Communication Gap

Execution of Design

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Improper horizontal communication
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Customer Enquiry Constraints
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Absence of strong Internal marketing
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Lack of education for customer

Advertising And Sales Promises

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Solution:
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Toll free Number available to provide information to the customers …www.gati.com