“

ASTUDYONCUSTOMERSATI
SFACTI
ONATPARVEENEXPRESS”

submi
tt
edi
nthepar
ti
alf
ulf
il
lmentoft
he
r
equi
rement
sfort
heawar
doft
hedegr
eei
n

MASTEROFBUSI
NESSADMI
NISTRATI
ON

By

ARUNKUMAR. R
RegNo:185012101018

UndertheGui
dance
Dr.A.DEVENDRAN

FACULTYOFMANAGEMENTSTUDI
ES

Dr.M.
G.R.
Educat
ional
andResear
chI
nst
it
ute
(
Deemedt
obeuni
ver
sit
y)
Madur
avoy
al,
Chennai
-600095
(
AnI
SO9001-
2008cer
ti
fi
edI
nst
it
uti
on)

JUNE2020

[
1]
 DECLARATI
ON

IR.
ARUNKUMARher
ebydecl
aret
hatt
hepr
ojectwor
kent
it
led“
ASTUDYON
CUSTOMERSATI
SFACTI
ONATPARVEENEXPRESS”i
sdonebymeundert
he
gui
danceofDr
.A.
Dev
endr
ani
ssubmi
tt
edi
npar
ti
alf
ulf
il
lmentoft
her
equi
rement
s
f
ort
heawar
doft
hedegr
eei
nMASTER I
N BUSI
NESSADMI
NISTRATI
ON.

Dat
e:

Pl
ace:
Chennai Si
gnat
ureofSt
udent

[
2]
 FACULTYOFMANAGEMENTSTUDI
ES

BONAFI
DECERTI
FICATE

Thisistocer
ti
fythatthi
sProj
ectRepor
tist
hebonafidewor
kofMr.
R.ARUNKUMAR
Reg.No185012101018whocarri
edouttheproj
ectenti
tl
ed“
ASTUDYON
CUSTOMERSATI SFACTIONATPARVEENEXPRESS”underoursupervisi
onf
rom
31/12/2019t
o29/ 02/
2020

I
nter
nal
Gui
de Headoft
heDepar
tment

Dr
.A.DEVENDRAN Dr
.R.BRI
NDHA

Submi
tt
edf
orVi
vaVoceExami
nat
ionhel
don_
___
___
___
___
___

I
nter
nal
Exami
ner Ext
ernal
Exami
ner

[
3]
 Acknowl
edgement
Iexpr
essmydeepsenseofgr
ati
tudet
othef
ounderchancel
l
or,
Mr.A.
C.S.
Shanmugam,
Dr.MGREducat
ional
andResear
chI
nst
it
utef
orgi
vi
ngmean
oppor
tuni
tyt
opr
esentt
hisv
aluabl
epr
oject
.
Iwoul
dli
ket
opl
aceonr
ecor
dmysi
ncer
ethankst
othePr
esi
dentoft
he
Uni
ver
sit
y, Er
.A.
C.S.Ar
unkumar
,Dr
.MGREducat
ional
andResear
ch
I
nst
it
utef
orgi
vi
ngmet
her
esour
cesi
ndoi
ngt
hepr
oject
.
Iexpr
essmyt
hankst
oVi
ceChancel
l
oroft
heUni
ver
sit
y,Dr
.K.MeerMust
afa
Hussai
n,Dr
.MGREducat
ional
andResear
chI
nst
it
utef
orgi
vi
ngmet
he
di
rect
ionst
odomypr
oject
.Iwoul
dli
ket
othankSecr
etar
yoft
heUni
ver
sit
y,
Mr
.A.Rav
iKumar
,Dr
.MGREducat
ional
andResear
chI
nst
it
utef
orhi
s
encour
agi
ngandi
nspi
ri
ngsuggest
ionst
ocompl
etet
hispr
oject
.
Iam deepl
ythankf
ult
otheHeadofManagementSt
udi
es,
Dr.Br
indha,
Dr.MGR
Educat
ional
andResear
chI
nst
it
utef
orherexcel
l
entgui
dancet
hroughoutt
he
pr
ojectwor
k.
Isi
ncer
elyt
hankmypr
ojectgui
dePr
of.DR.
S.ASRAFI
,Facul
tyof
ManagementSt
udi
es,
Dr.MGREducat
ional
andResear
chI
nst
it
utef
ort
he
gui
danceandencour
agementi
ncar
ryi
ngoutt
hispr
ojectwor
ksuccessf
ull
y.
Mysi
ncer
ethanksandgr
ati
tudet
oforper
mit
ti
ngmet
odot
hispr
ojecti
n
pr
ocur
ementpr
ocess,
despi
tehi
ghcompet
it
ion.
Ipl
acemyt
hankst
oMr
.RAMKUMAR.
R,Genar
almanager
,SSTECH f
orhi
s
pat
ienceandf
orpr
ovi
dinghi
sval
uabl
eti
mei
ncor
rect
ingmyer
rorandal
so
f
ordoi
ngmypr
oject
.
Ial
sowi
sht
oexpr
essmygr
ati
tudet
oal
ltheempl
oyeesofCUSTOMER
SATI
SFACTI
ONwhor
ender
edt
hei
rhel
pdur
ingt
heper
iodofmypr
oject
.
Iwi
sht
oav
ail
mysel
foft
hisoppor
tuni
ty,
expr
essasenseofgr
ati
tudeandl
ovet
o
myf
ri
endsandf
ami
l
yfort
hei
rsuppor
t,st
rengt
h,hel
p,andf
orev
ery
thi
ng.

[
4]
 TABLEOFCONTENTS
PARTI
CULARSPAGE.
NO.
1. I
NTRODUCTI
ON 6
1.
1. NEEDOFTHESTUDY 12
1.
2. I
NDUSTRI
ALPROFI
LE 13
1.
3. COMPANYPROFI
LE 19
2. STATEMENTOFOBJECTI
VES 28
2.
1 PRI
MARYOBJECTI
VES 28
2.
2 SECONDARYOBJECTI
VES 28
3. REVI
EW OFLI
TERATURE 29
4. RESEARCHMETHODOLOGY 35
4.
1 RESEARCHDESI
GN 35
4.
2 QUESTI
ONAI
RREDESI
GN 37
4.
3 SCOPEOFSTUDY 39
4.
4 LI
MITATI
ONOFSTUDY 40
5. DATAANALYSI
SANDI
NTERPRETATI
ON 41

6. FI
NDI
NGS 63
7. SUGGESI
ON 65
8. CONCLUSI
ON 66
9. BI
BLI
OGRAPHY 67
10. ANNEXURE 68

[
5]
 ABSTRACT

Thepr
imar
yobj
ect
iveoft
hispr
ojecti
stost
udyt
hecust
omersat
isf
act
ion
l
evelatPARVEENEXPRESS.Thesecondar
yobj
ect
ivesar
etost
udyt
heexpor
tand
i
mpor
tpr
ocedur
e,st
udyt
hecont
ainer
izat
ionact
ivi
tyatPARVEENEXPRESSandt
o
st
udyv
endorser
vicesatPARVEEN EXPRESS.Thecust
omerper
cei
vest
hatt
he
ser
viceofhi
scompanywi
l
lber
eli
abl
eandgoodi
nqual
i
tyt
ogi
vet
hem goodv
alue
f
ort
hemoneyt
heyhav
einv
est
ed.Sot
hispr
ojectusedt
ofi
ndoutt
heCust
omer
pr
efer
encesandf
eedbackov
ert
hei
rser
vice.

Sel
ectr
ewar
dpr
ogr
amst
hatwon'
tcosty
ourbusi
nessmuchbutwi
l
lmeett
he
needsofy
ourcust
omer
s.I
fPARVEENEXPRESSof
fer
ingt
hingssuchasv
alueadded
ser
vicest
hanwhatt
heyexpect
,cust
omer
sappr
eci
atei
tandwi
l
lremai
nloy
alt
othe
company
.Thi
shel
psusi
n

 Anal
yzi
ng t
he v
ari
ous cl
assi
fi
cat
ions and r
equi
rement
s ofexpor
tImpor
t
pr
ocedur
es.
 Anal
yzi
ngt
hev
ari
ousi
ssuesi
nexpor
tandi
mpor
t.
 Ex
ami
ning ot
her i
ssues t
hat may be r
equi
red i
nint
ernat
ionalt
rade
t
ransact
ions.

Thescopeoft
hispr
ojecti
sty
pesofconsumer
sthatcompr
omi
sepr
esentandpot
ent
ial
mar
ket
s,Si
zeandl
ocat
ionofdi
ff
erentmar
ket
s,notonl
yinI
ndi
abutal
soov
erseas,t
he
pr
ospect
sforgr
owt
horconst
ruct
ionf
ort
hecur
rentmar
ket
sbei
ngser
ved,Mar
ket
ingand
manuf
act
uri
ngcapabi
l
iti
esofcompet
it
orsandchancesofi
mpr
ovementofcur
rentchannel
s.

Pr
obabi
l
itysampl
i
ngi
sal
soknownas‘
random sampl
i
ng’or‘
chancesampl
i
ng’
.Under
t
hissampl
i
ngdesi
gnev
eri
tem oft
heuni
ver
seequalchanceofi
ncl
usi
oni
nthesampl
e.The
sampl
esi
zeusedi
nthi
sst
udyi
s40number
s;I
nthi
spr
oject
,thedat
aiscol
l
ect
edt
oknow
aboutt
hest
udyofv
endorsat
isf
act
ionl
evel
satPARVEEN EXPRESS empl
oyeesi
nthe
or
gani
zat
ion,
bot
hdi
rect
lyandi
ndi
rect
ly(
phone)communi
cat
ingwi
tht
hem.

Mul
ti
plechoi
cequest
ionshav
ebeenchosent
ocol
l
ectt
her
esponsesf
rom 40
cust
omer
s.Thedat
acol
l
ect
edhasbeenanal
yzedt
hroughv
ari
oust
ool
sli
keChi
-
squar
etest
.Numer
ousnewf
indi
ngshasbeender
ivedf
rom t
hisr
esear
chhashel
ped
t
opr
ovi
def
ewsuggest
ionst
othecompanyt
oimpr
ovei
tscust
omersat
isf
act
ion

[
6]
 1.
INTRODUCTI
ON

Logi
sti
cs managementi
sthatpar
toft
he suppl
y chai
n whi
ch pl
ans
i
mpl
ement
sandcont
rol
eet
heef
fi
cient
,ef
fect
ive,f
orwar
dandbackwar
d(r
ever
se)
f
low andst
orageofgoods,ser
vicesandi
nfor
mat
ionbet
weent
hepoi
ntofor
igi
n
andt
hepoi
ntofconsumpt
ioni
nor
dert
omeetcust
omer
s’r
equi
rement
srat
hert
o
t
hecust
omer
sdel
i
ght
.Apr
ofessi
onalwor
kingi
nthef
iel
dofl
ogi
sti
csmanagement
i
scal
l
edal
ogi
sti
ci
an.

Logi
sti
csasabusi
nessconcept
,ev
olv
edonl
yint
he1950s.Thi
swasmai
nly
duet
othei
ncr
easi
ngcompl
exi
tyofsuppl
yi
ngone’
sbusi
nesswi
thmat
eri
als,and
shi
ppi
ngoutpr
oduct
sinani
ncr
easi
ngl
ygl
obal
i
zedsuppl
ychai
n,cal
l
ingf
orexper
ts
i
nthef
iel
dwhoar
ecal
l
edSuppl
yChai
nLogi
sti
cians.Thi
scanbedef
inedashav
ing
t
her
ighti
tem i
nther
ightquant
it
yatt
her
ightt
imeatt
her
ightpl
acef
ort
her
ightpr
ice
andt
other
ightt
argetcust
omer
s(consumer
),andi
tist
hesci
enceofpr
ocesshav
ing
i
tspr
esencei
nal
lsect
orsoft
hei
ndust
ry.

Thegoalofl
ogi
sti
cswor
kist
omanaget
hef
rui
ti
onofpr
ojectl
i
fecy
cles,
suppl
ychai
nandr
esul
tantef
fi
cienci
es.Logi
sti
csi
sconcer
nedwi
thget
ti
ng(
or)
t
ransmi
tt
ingt
hepr
oduct
sandser
viceswher
etheyar
eneededorwhent
heyar
e
desi
red.I
tis di
ff
icul
tto accompl
i
sh any mar
ket
ing ormanuf
act
uri
ng wi
thout
l
ogi
sti
calsuppor
t.I
tinv
olv
est
hei
ntegr
ati
onofi
nfor
mat
ion,
transpor
tat
ion,
inv
ent
ory
,
war
ehousi
ng,mat
eri
alhandl
i
ng,and packagi
ng.The oper
ati
ng r
esponsi
bil
i
tyof
l
ogi
sti
csi
sthegeogr
aphi
calr
eposi
ti
oni
ngofr
aw mat
eri
als,wor
kinpr
ocess,and
f
ini
shedi
nvent
ori
eswher
erequi
redatt
hel
owestcostpossi
ble.

A)
.ORI
GINANDDEFI
NITI
ONOFLOGI
STI
CS:

Thet
erm“
logi
sti
cs”or
igi
nat
esf
rom t
heanci
entGr
eek"
λόγος”(
“l
ogos”
-“
rat
io,
wor
d,cal
cul
ati
on,r
eason,speech,andor
ati
on”
).Logi
sti
csi
sconcer
nedt
ohav
e
or
igi
nat
edi
nthemi
l
itar
y’sneedt
osuppl
ythemsel
veswi
thar
ms,ammuni
ti
onand
r
ati
onsast
heymov
edf
rom t
hei
rbaset
oaf
orwar
dposi
ti
on.I
nanci
entGr
eek,
Roman
andBy
zant
ineempi
rest
her
ewer
emi
l
itar
yof
fi
cer
swi
tht
het
it
le“
LOGI
STI
KAS”who
wer
eresponsi
blef
orf
inanci
almanagementanddi
str
ibut
ionofsuppl
i
es.

[
7]
 TheOXFORD ENGLI
SH DI
CTI
ONARYdef
inesl
ogi
sti
csas“
Thebr
anchof
mi
l
itar
ysci
encehav
ingt
odowi
thpr
ocur
ing,
mai
ntai
ningandt
ranspor
ti
ngmat
eri
al,
per
sonal
andf
aci
l
iti
es.
”

TheAmer
icancounci
lofl
ogi
sti
csmanagementdef
inesl
ogi
sti
csas“
the
pr
ocessofpl
anni
ng,i
mpl
ement
ingandcont
rol
l
ingt
heef
fi
cientandef
fect
ivef
low,
andst
orageofgoodsser
vicesandr
elat
edi
nfor
mat
ionf
rom t
hepoi
ntofor
igi
ntot
he
poi
ntofconsumpt
ionf
ort
hepur
poseofconf
ormi
ngt
ocust
omerr
equi
rement
s.”

OBJECTI
VEOFLOGI
STI
CSMANAGEMENT

Thepr
imar
yobj
ect
iveofl
ogi
sti
csmanagementi
stoef
fect
ivel
yandef
fi
cient
ly
mov
ethesuppl
ychai
nsoast
oext
endt
hedesi
redl
evelofcust
omerser
viceatt
he
l
eastcost
.Thus,
logi
sti
csmanagementst
art
swi
thascer
tai
ningcust
omer
s’needst
il
l
t
hei
rful
fi
ll
mentt
hrough pr
oduct
s suppl
i
es.Howev
er,t
her
e ar
e some def
ini
te
obj
ect
ivest
obeachi
evedt
hroughapr
operl
ogi
sti
cssy
stem.Thesecanbedescr
ibed
asf
oll
ows:

1)
.I
MPROVI
NGCUSTOMERSERVI
CE:

An i
mpor
tantobj
ect
ive ofal
lmar
ket
ing ef
for
tsi
ncl
udi
ng t
he phy
sical
di
str
ibut
ionact
ivi
ti
esi
stoi
mpr
ovet
hecust
omerser
vices.Anef
fi
cientmanagement
ofphy
sicaldi
str
ibut
ioncanhel
pini
mpr
ovi
ng t
hel
evelofcust
omerser
viceby
dev
elopi
nganef
fect
ivesy
stem ofwar
ehousi
ng,qui
ckandeconomi
ctr
anspor
tat
ion,
andmai
ntai
ningopt
imum l
evel
ofi
nvent
ory
.

2)
.RAPI
DRESPONSE:

Rapi
dresponsei
sconcer
nedwi
thaf
ir
m’sabi
l
ityt
osat
isf
ycust
omerser
vice
r
equi
rement
sinat
imel
y manner
.Inf
ormat
ion t
echnol
ogy has i
ncr
eased t
he
capabi
l
ityt
opost
ponel
ogi
sti
caloper
ati
onst
othel
atestpossi
blet
imeandt
hen
accompl
i
shr
api
ddel
i
ver
yofr
equi
redi
nvent
ory
.

[
8]
3)
.REDUCETOTALDI
STRI
BUTI
ONCOSTS:

The costofphy
sicaldi
str
ibut
ion consi
sts ofv
ari
ous el
ement
s such as
t
ranspor
tat
ion,
war
ehousi
ngandi
nvent
orymai
ntenance,
andr
educt
ioni
nthecostof
oneel
ementmayr
esul
tinani
ncr
easei
nthecostoft
heot
herel
ement
s.Thust
he
obj
ect
ivesoft
hef
ir
m shoul
dbet
oreducet
het
otalcostofdi
str
ibut
ionandnotj
ust
t
hecosti
ncur
redonanyoneel
ement
.

4)
.GENERATI
NGADDI
TIONALSALES:

Af
ir
m canat
tractaddi
ti
onalcust
omer
sbyof
fer
ingbet
terser
vicesatl
owest
pr
ices.Forexampl
e bydecent
ral
i
zing i
ts war
ehousi
ng oper
ati
ons orbyusi
ng
economi
candef
fi
ci
entmodesoft
ranspor
tat
ionaf
ir
m canachi
evel
argermar
ket
shar
e.Al
sobyav
oidi
ngt
heout
-ofst
ocksi
tuat
iont
hel
ossofl
oyalcust
omer
scanbe
ar
rest
ed.

5)
.CREATI
NGTI
MEANDPLACEUTI
LITI
ES:

Thepr
oduct
sar
ephy
sical
l
ymov
edf
rom t
hepl
aceoft
hei
ror
igi
ntot
hepl
ace
wher
etheyar
erequi
redf
orconsumpt
iont
heydonotser
veanypur
poset
otheuser
s.
Si
mil
arl
ythepr
oduct
shav
etobemadeav
ail
abl
eatt
het
imet
heyar
eneededf
or
consumpt
ion.

6)
.PRI
CESTABI
LIZATI
ON:

I
tcanbeachi
evedbyr
egul
ati
ngt
hef
low oft
hepr
oduct
stot
hemar
ket
t
hroughaj
udi
cioususeofav
ail
abl
etr
anspor
tfaci
l
iti
esandcompat
ibl
ewar
ehouse
oper
ati
ons.Byst
ocki
ngt
her
aw mat
eri
aldur
ingt
heper
iodofexcesssuppl
yand
madeav
ail
abl
edur
ingt
heper
iodsofshor
tsuppl
ythepr
icescanbest
abi
l
ized.

7)
.QUALI
TYI
MPROVEMENT:

Thel
ong-
ter
m obj
ect
iveoft
hel
ogi
sti
calsy
stem i
stoseekcont
inuousqual
i
ty
i
mpr
ovement
.Tot
alqual
i
tymanagement(
TQM)hasbecomeamaj
orcommi
tment
t
hroughoutal
lfacet
sofi
ndust
ry.I
fa pr
oductbecomesdef
ect
iveori
fser
vice
pr
omi
sesar
enotkept
,li
tt
le,i
fanyv
aluei
saddedbyt
hel
ogi
sti
cs.Logi
sti
calcost
s
onceexpandedcannotber
eser
ved.

[
9]
8)
.MOVEMENTCONSOLI
DATI
ON:

Consol
i
dat
iononeoft
hemostsi
gni
fi
cantl
ogi
sti
calcost
sist
ranspor
tat
ion.
Tr
anspor
tat
ioncosti
sdi
rect
lyr
elat
edt
othet
ypeofpr
oduct
,si
zeofshi
pmentand
di
stance.ManyLogi
sti
calsy
stemst
hatf
eat
urepr
emi
um ser
vicedependonhi
gh-
speed,smal
lshi
pmentt
ranspor
tat
ion.Pr
emi
um t
ranspor
tat
ioni
sty
pical
l
yhi
gh-
cost
.
Tor
educet
ranspor
tat
ioncost
.Iti
sdesi
rabl
etoachi
evemov
ementconsol
i
dat
ion.

B)
.LOGI
STI
CSMANAGEMENTFUNCTI
ON:

Logi
sti
csi
sthepr
ocessofmov
ementofgoodsacr
osst
hesuppl
ychai
noft
he
company
.Thi
spr
ocessi
sconsi
stofv
ari
ousf
unct
ionwhi
chhav
etobepr
oper
ly
managedt
obr
ingef
fect
ivenessef
fi
ciencyi
nthesuppl
ychai
nofor
gani
zat
ion.

ORDERPROCESSI
NG:

The st
art
ing poi
ntofphy
sicaldi
str
ibut
ion act
ivi
ti
esi
sthe pr
ocessi
ng of
cust
omer
sor
der
s.I
nor
dert
opr
ovi
dequi
ckercust
omerser
vicet
heor
der
srecei
ved
f
rom cust
omer
s shoul
d be pr
ocessed wi
thi
nthe l
eastpossi
blet
ime.Or
der
pr
ocessi
ngi
ncl
udesr
ecei
vi
ngt
heor
derr
ecor
dingt
heor
der
,fi
l
li
ngt
heor
der
,and
assembl
i
ngal
lsuchor
der
sfort
ranspor
tat
ion,et
c.t
hecompanyandt
hecust
omer
s
benef
itwhent
hesest
epsar
ecar
ri
edoutqui
ckl
yandaccur
atel
y.Theer
rorcommi
tt
ed
att
hisst
ageatt
imescanpr
ovet
obev
erycost
ly.Or
derpr
ocessi
ngact
ivi
tyconsi
sts
oft
hef
oll
owi
ng.

 Or
derchecki
ngi
nanydev
iat
ionsi
nagr
eedornegot
iat
iont
erms
 Pr
ices,
pay
mentanddel
i
ver
y
 Checki
ngt
heav
ail
abi
l
ityi
noft
hemat
eri
alst
ocks
 Pr
oduct
ionandmat
eri
alschedul
i
ngf
orst
orage
 Acknowl
edget
heor
der
,indi
cat
ingdev
iat
ion

[
10]
WAREHOUSI
NG:

Numberofcompani
es t
he deci
sion r
egar
ding l
evelofi
nvent
oryi
nvol
ves
est
imat
eofdemandf
ort
hepr
oduct
.Acor
rectest
imat
eoft
hedemandhel
pst
ohol
d
pr
operi
nvent
oryl
evelandcont
rolt
hei
nvent
orycost
s.Thi
sisnotonl
yhel
pst
hef
ir
m
i
nter
msoft
hecostofi
nvent
oryandsuppl
ytocust
omer
sint
imebutal
sot
o
mai
ntai
n pr
oduct
ion ata consi
stentl
evel
.The maj
orf
act
ors det
ermi
ning t
he
i
nvent
oryl
evel
sar
e:Thef
ir
m’spol
i
cyr
egar
dingt
hecust
omerser
vicel
eveldegr
eeof
accur
acyoft
hesal
esf
orecast
sresponsi
venessoft
hedi
str
ibut
ionsy
stem i
.e.
,abi
l
ity
oft
hesy
stem t
otr
ansi
tinv
ent
oryneedst
othef
act
oryandgett
hepr
oduct
sint
he
mar
ket
.Thecosti
nvent
oryconsi
stsofhol
dingcost(
suchascostofwar
ehousi
ng
t
ied up capi
tal and obsol
escence) and r
epl
eni
shment cost (
incl
udi
ng t
he
manuf
act
uri
ngcost
).

TRANSPORTATI
ON:

Tr
anspor
tat
ionseekst
omov
egoodsf
rom poi
ntsofpr
oduct
ionandsal
est
o
poi
nts ofconsumpt
ion i
nthe quant
it
ies r
equi
red att
imes needed and ata
r
esponsi
blecost
.Thet
ranspor
tat
ionsy
stem addst
imeandpl
aceut
il
it
iest
othe
goodshandl
edandt
husi
ncr
easet
hei
reconomi
cval
ue.Toachi
evet
hesegoal
s
t
ranspor
tat
ionf
aci
l
iti
esmustbeadequat
e,r
egul
ar,dependabl
eandequi
tabl
ein
t
ermsofcost
sandbenef
it
soft
hef
aci
l
iti
esandser
vicespr
ovi
ded.

I
NFORMATI
ON:

The phy
sical di
str
ibut
ion manager
s cont
inuousl
y need up- To- dat
e
i
nfor
mat
ionabouti
nvent
ory
,tr
anspor
tat
ionandwar
ehousi
ng.Forexampl
e-i
nvent
ory
.
I
nfor
mat
ionaboutpr
esentst
ockposi
ti
onateachl
ocat
ion,f
utur
ecommi
tmentand
r
epl
eni
shmentcapabi
l
iti
esar
econst
ant
lyr
equi
red.Si
mil
arl
y,bef
orechoosi
nga16
car
ri
ers,i
nfor
mat
ionaboutt
heav
ail
abi
l
ityofv
ari
ousmodesoft
ranspor
tthei
rcost
s,
ser
vicesandsui
tabi
l
ityf
orapar
ti
cul
arpr
oducti
sneed.

Aboutwar
ehousi
ng,i
nfor
mat
ion wi
thr
espectt
o space ut
il
izat
ion,wor
k
schedul
es,uni
tload per
for
mance,et
c.,i
srequi
red.I
n or
dert
orecei
ve al
lthe
i
nfor
mat
ionst
atedabov
e,anef
fi
cientmanagementi
nfor
mat
ionsy
stem woul
dbeof
i
mmenseusei
ncont
rol
l
ingcost
s,i
mpr
ovi
ngser
vicesanddet
ermi
ningt
heov
eral
l
ef
fect
ivenessofdi
str
ibut
ion.Ofcour
se,i
tisdi
ff
icul
ttocor
rect
lyassesst
hecostof

[
11]
phy
sical
dist
ri
but
ionsy
stemat
ical
l
yandagr
eatdeal
ofsav
ingcanbeensur
ed.

FACI
LITI
ES:

Thef
aci
l
iti
esl
ogi
sti
csel
ementi
scomposedofav
ari
etyofpl
anni
ngact
ivi
ti
es,
al
lofwhi
ch ar
edi
rect
ed t
owar
d ensur
ing t
hatal
lrequi
red per
manentorsemi
per
manentoper
ati
ngandsuppor
tfaci
l
iti
es(
fori
nst
ance,t
rai
ning,f
iel
danddepot
mai
ntenance,st
orage,oper
ati
onal
,and t
est
ing)ar
e av
ail
abl
e concur
rent
ly wi
th
sy
stem f
iel
ding.Pl
anni
ngmustbecompr
ehensi
veandi
ncl
udet
heneedf
ornew
const
ruct
ionaswel
lasmodi
fi
cat
ionst
oexi
sti
ngf
aci
l
iti
es.Faci
l
ityconst
ruct
ioncan
t
akef
rom 5t
o7y
ear
sfr
om conceptf
ormul
ati
ont
ouseroccupancy
.Ital
soi
ncl
udes
st
udi
est
odef
inedandest
abl
i
shi
mpact
sonl
i
fecy
clecost,f
undi
ngr
equi
rement
s,
f
aci
l
ityl
ocat
ions and i
mpr
ovement
s,space r
equi
rement
s,env
ironmenti
mpact
s,
dur
ati
onorf
requencyofuse,
saf
etyandheal
thst
andar
dsr
equi
rement
s,andsecur
it
y
r
est
ri
cti
on,Al
soi
ncl
udedar
eanyut
il
it
yrequi
rement
s,f
orbot
hfi
xedandmobi
l
e
f
aci
l
iti
es,
wit
hemphasi
sonl
i
mit
ingr
equi
rement
sofscar
ceoruni
quer
esour
ces.

[
12]
 1.
1NEEDOFTHESTUDY

Thecust
omerper
cei
vest
hatt
heser
viceofhi
scompanywi
l
lber
eli
abl
eand
goodi
nqual
i
tyt
ogi
vet
hem goodv
aluef
ort
hemoneyt
heyhav
einv
est
ed.Sot
his
pr
ojectusedt
ofi
ndoutt
heCust
omerpr
efer
encesandf
eedbackov
ert
hei
rser
vice.

Sel
ectr
ewar
dpr
ogr
amst
hatwon'
tcosty
ourbusi
nessmuchbutwi
l
lmeett
he
needsofy
ourcust
omer
s.I
f6DShi
ppi
ng&Logi
sti
csof
fer
ingt
hingssuchasv
alue
addedser
vicest
hanwhatt
heyex
pect
,cust
omer
sappr
eci
atei
tandwi
l
lremai
nloy
al
t
othecompany
.Thi
shel
psusi
n

 Anal
yzi
ng t
he v
ari
ous cl
assi
fi
cat
ions and r
equi
rement
s ofexpor
tImpor
t
pr
ocedur
es.
 Anal
yzi
ngt
hev
ari
ousi
ssuesi
nexpor
tandi
mpor
t.
 Ex
ami
ning ot
her i
ssues t
hat may be r
equi
red i
nint
ernat
ionalt
rade
t
ransact
ions.

[
13]
 1.
2INDUSTRI
ALPROFI
LE

I
nvi
ewoft
her
api
dlyandconst
ant
lychangi
ngbusi
nessenv
ironmentgl
obal
l
y
andf
astev
olv
ingt
radeandcommer
cescenar
ioi
nIndi
avi
s-à-
visgl
obalmar
ket
,ther
e
i
sincr
easi
ngr
equi
rementofr
eli
abl
eanddependabl
eint
egr
atedl
ogi
sti
cssol
uti
ons
pr
ovi
der
swhocanpr
ovi
decompr
ehensi
ve,pr
ofessi
onalanddependabl
elogi
sti
cs
suppor
ttot
hei
ndust
ry,keepi
ngt
hesamei
nmi
ndandwi
tht
hev
isi
ont
opr
ovi
de
qual
i
tyandpr
ofessi
onalcompr
ehensi
vel
ogi
sti
cssol
uti
onst
othei
nter
nat
ional&
domest
ict
rade.

I
nthedev
elopmentofanycount
ry’
seconomy
,expor
tspl
ayacr
uci
alr
ole.
Expor
tist
hemosti
mpor
tantaspectofear
ningf
orei
gnexchange.Acount
ryshoul
d
hav
etobeequi
ppedwi
thnat
uralr
esour
ces,sot
hati
tcansel
ltheser
esour
cesi
nto
t
hei
nter
nat
ional
mar
ket
.

Wi
tht
heopeni
ngupoft
heI
ndi
aneconomy
,thei
nter
nat
ionalt
radehasbeen
i
ncr
easedsi
gni
fi
cant
lyast
her
ear
elessr
est
ri
cti
ononexpor
tsandi
mpor
ts.

Mor
e and mor
e mul
ti
nat
ional
s ar
eregi
ster
ing t
hei
rent
ryi
ntot
he I
ndi
an
mar
ket
.Thei
mpor
tedpr
oduct
sar
enowi
nwel
lreachofI
ndi
ancust
omer
s.Thel
i
ving
st
andar
dhasbeeni
mpr
oved.Thi
sresul
tsi
nsubst
ant
ialamountofgr
owt
hinbot
h
expor
tsandi
mpor
ts.

Thepr
ocedur
eofbot
htheexpor
tsandi
mpor
tsar
eti
meconsumi
ngand
compl
i
cat
ed.I
nthi
sregar
dther
ear
esev
erall
ogi
sti
ccompani
esandcust
om house
agent
spr
ovi
dingt
hei
rser
vicesont
hebehal
foft
heexpor
ter
sandi
mpor
ter
sto
f
aci
l
itat
ethe t
rade bet
ween t
hem.These cust
om house agent
s and l
ogi
sti
cs
compani
est
akeov
ert
her
esponsi
bil
i
tyofsendi
ngt
hegoodsf
rom t
heexpor
ter
’s
pr
emi
sest
othei
mpor
terpr
emi
ses,whi
chal
soi
ncl
udest
hemosti
mpor
tantaspect
ofcust
om cl
ear
ance.

PARVEEN EXPRESS Logi

sti
csPv
t.Lt
d.i
sone oft
he mi
d-l
evelcompany
named f
orf
rei
ghtf
orwar
ding and cust
om cl
ear
ance.Ov
ert
hey
ear
stheyhav
e
oper
atedsmoot
hlywi
tht
hei
rwi
despect
rum ofper
sonal
i
zedser
vices.

Thi
ssect
iongi
vesanov
erv
iewoft
hesi
zeoft
heI
ndi
anl
ogi
sti
csi
ndust
ry,i
ts
compet
it
ivedy
nami
csandf
utur
epr
ospect
s.

[
14]
Si
zeoft
heI
ndi
anl
ogi
sti
csi
ndust
ry:
Theannuall
ogi
sti
cscosti
nIndi
aisest
imat
edt
obe14%oft
heGDP,whi
ch
t
ransl
atesi
ntoUSD140bi
l
li
onassumi
ngt
heGDPofI
ndi
atobesl
i
ght
lyov
erUSD1
t
ri
ll
i
on.Outoft
hisUSD140bi
l
li
onl
ogi
sti
cscost
,al
most99%i
saccount
edf
orbyt
he
unor
gani
zedsect
or(
suchasowner
sofl
esst
han5t
rucks,af
fi
li
atedt
oabr
okerora
t
ranspor
tcompany
,smal
lwar
ehouseoper
ator
s,cust
omsbr
oker
s,f
rei
ghtf
orwar
der
s,
et
c.)
,andsl
i
ght
lymor
ethan1%,i
.e.appr
oxi
mat
elyUSD1.
5bi
l
li
on,i
scont
ri
but
edby
t
heor
gani
zedsect
o. So,onecanseet
hatt
hel
ogi
sti
csi
ndust
ryi
nIndi
aisi
na
nascentst
age.Howev
er,
thei
ndust
ryi
sgr
owi
ngataf
astpaceandi
fIndi
acanbr
ing
downi
tsl
ogi
sti
cscostf
rom 14%t
o9%oft
heGDP(
lev
eli
ntheUS)
,sav
ingst
othe
t
uneofUSD50bi
l
li
onwi
l
lber
eal
i
zedatt
hecur
rentGDPl
evel
,maki
ngI
ndi
angoods
mor
ecompet
it
ivei
nthegl
obalmar
ket
.Mor
eov
er,gr
owt
hint
hel
ogi
sti
cssect
or
woul
dimpl
yimpr
ovedser
vicedel
i
ver
yandCust
omerSat
isf
act
ion l
eadi
ngt
ogr
owt
h
ofexpor
tofI
ndi
angoodsandpot
ent
ial
forcr
eat
ionofj
oboppor
tuni
ti
es.

Compet
it
ivedy
nami
csandot
heri
ssues:
The f
oll
owi
ng pr
obl
ems exi
sti
ng i
nthe I
ndi
an l
ogi
sti
cs i
ndust
rymake i
t
unat
tr
act
ivef
ori
nvest
ment
sandal
socr
eat
eent
rybar
ri
ers.Logi
sti
csi
sahi
gh-
cost
,
l
ow-
mar
ginbusi
ness.Thepr
obl
em ofor
gani
zedpl
ayer
siscompoundedbyunf
air
compet
it
ionwi
thunor
gani
zedpl
ayer
s,whocangetawaywi
thoutpay
ingt
axesand
f
oll
owi
ngoper
ati
ngnor
msst
ipul
atedi
ntheMot
orVehi
clesActsuchasqual
i
tyof
dr
iver
sandv
ehi
cl
es,
vol
umeandwei
ghtr
est
ri
cti
ons,
etc.
Economi
esofscal
ear
eabsenti
ntheI
ndi
anl
ogi
sti
csi
ndust
ry.Ev
ent
he
or
gani
zedsect
ort
hatcont
ri
but
essl
i
ght
lymor
ethan1%oft
hel
ogi
sti
cscost
,ishi
ghl
y
f
ragment
ed.Exi
stence oft
he di
ff
erent
ialsal
es t
ax st
ruct
ure al
so br
oughti
n
di
seconomi
esofscal
e.ThoughVAT(
Val
ueAddedTax
)hasbeeni
mpl
ement
edsi
nce
Apr
il1,2005,f
ail
urei
nimpl
ement
ati
onofauni
for
m VATst
ruct
ureacr
ossdi
ff
erent
st
ateshasl
ett
hepr
obl
em per
sistev
ent
oday
.
Apar
tfr
om t
henon-
uni
for
mtaxst
ruct
ure,I
ndi
anLSPshav
etopaynumer
ous
ot
hert
axes,
oct
roi
,andf
acemul
ti
plecheckpost
sandpol
i
cehar
assment
.Hi
ghcost
s
ofoper
ati
on and del
ays i
nvol
ved i
n compl
i
ance wi
thv
ary
ing document
ati
on
r
equi
rement
sofdi
ff
erentst
atesmaket
hebusi
nessunat
tr
act
ive.Onanav
erage,a
v
ehi
cl
e on I
ndi
an r
oads l
oses 24-
48 hour
sin compl
yi
ng wi
th paper
wor
k and
[
15]
f
ormal
i
tiesatdi
ff
erentcheckpost
senr
out
etoadest
inat
ion.Fuelwor
thUSD2.
5
bi
l
li
oni
sspentonwai
ti
ngatcheckpost
sannual
l
y.Av
ehi
clet
hatcost
sUSD30,
000
pay
sUSD7,
500perannum i
nthef
orm ofv
ari
oust
axes,whi
chi
ncl
udet
heexci
se
dut
yonf
uel
.Thi
siswhyf
rei
ghtcosti
samaj
orcomponentoft
hecostofapr
oduct
i
nIndi
a.

Ther
eisl
ackoft
rustandawar
enessamongI
ndi
anshi
pper
swi
thr
egar
dto
out
sour
cingl
ogi
sti
cs.Thev
olumeofout
sour
cingbyI
ndi
anshi
pper
sispr
esent
lyv
ery
l
ow(
~10%)compar
edt
othesamef
ort
hedev
elopedcount
ri
es(
>50%,somet
imes
ashi
ghas80%)
.Theunwi
l
li
ngnesst
oout
sour
cel
ogi
sti
csonpar
tofI
ndi
anshi
pper
s
maybeat
tri
but
edt
oscept
ici
sm aboutt
hepossi
blebenef
it
s,per
cei
vedr
isk,and
l
osi
ng cont
rol
,ofsensi
ti
ve or
gani
zat
ionali
nfor
mat
ion,and v
est
ed i
nter
est
sin
keepi
ngl
ogi
sti
csact
ivi
ti
esi
n-house.

I
ndi
anshi
pper
sexpectLSPst
oownqual
i
tyasset
s,pr
ovi
demor
eval
ue-
added
ser
vices and actas an i
ntegr
ated ser
vice pr
ovi
der
,and i
nst
it
ute wor
ld-
class
i
nfor
mat
ionsy
stemsf
ormor
evi
sibi
l
ityandr
eal
-t
imet
racki
ngofshi
pment
s.Howev
er,
t
heyar
eunwi
l
li
ngt
omat
cht
hesamewi
thi
ncr
easedbi
l
li
ngs;
evenpayl
i
ttl
eat
tent
ion
t
oti
mel
ypay
ment
sthatl
eav
eLSPsshor
tofadequat
ewor
kingcapi
tal
.

I
ndi
anf
rei
ghtf
orwar
der
sfacest
if
fcompet
it
ionf
rom mul
ti
-nat
ionalf
rei
ght
f
orwar
der
sfori
nter
nat
ionalf
rei
ghtmov
ement
.MNCs,becauseoft
hei
rsi
zeand
oper
ati
onsi
nmanycount
ri
es,
areabl
etoof
ferl
owf
rei
ghtr
atesandext
endcr
edi
tfor
l
ongper
iods.I
ndi
anf
rei
ghtf
orwar
der
s,ont
heot
herhand,becauseoft
hei
rsmal
l
er
si
zeandl
ackofaccesst
ocheapcapi
tal
,ar
enotabl
etomat
cht
hesame.Mor
eov
er,
cl
i
ent
sofMNCsof
tenwantt
odealwi
thasi
ngl
eser
vicepr
ovi
derandespeci
all
yfor
FOB(
FreeonBoar
d)shi
pment
sspeci
fyt
hef
rei
ghtf
orwar
der
s,whi
chmostoft
he
t
imehappent
obet
hemul
ti
-nat
ionalf
rei
ghtf
orwar
der
s.Thi
sissor
tofanon-
tar
if
f
bar
ri
eri
mposedonI
ndi
anf
rei
ghtf
orwar
der
s.

[
16]
 Poorphy
sicaland communi
cat
ionsi
nfr
ast
ruct
urei
sanot
herdet
err
entt
o
at
tr
act
ingi
nvest
ment
sint
hel
ogi
sti
cssect
or.Roadt
ranspor
tat
ionaccount
sformor
e
t
han60%ofi
nlandt
ranspor
tat
ionofgoods,
andhi
ghway
sthatconst
it
ute1.
4%oft
he
t
otalr
oadnet
wor
k,car
ry40%oft
hef
rei
ghtmov
ementbyr
oadway
s.Sl
owmov
ement
ofcar
go duet
o bad r
oad condi
ti
ons,mul
ti
plecheckpost
sand document
ati
on
r
equi
rement
s,congest
ionatseapor
tsduet
oinadequat
einf
rast
ruct
ure,bur
eaucr
acy
,
r
ed-
tapei
sm anddel
ayi
ngov
ernmentcl
ear
ances,coupl
edwi
thunr
eli
abl
epower
suppl
yandsl
ow banki
ngt
ransact
ions,makei
tdi
ff
icul
tforexpor
ter
stomeett
he
deadl
i
nesf
ort
hei
rint
ernat
ionalcust
omer
s.Toexpedi
teshi
pment
s,t
heyhav
eto
bookasai
rf
rei
ght
,rat
hert
hanseaf
rei
ght
,whi
chaddst
othecost
sofshi
pment
s
maki
ngt
hem uncompet
it
ivei
nint
ernat
ionalmar
ket
s.Mor
eov
er,
manyl
argeshi
ppi
ng
l
i
ner
s av
oidI
ndi
an por
tsf
or l
ong t
urnar
ound t
imes due t
o del
aysi
n
l
oadi
ng/
unl
oadi
ngandhenceI
ndi
anexpor
ter
shav
etor
esor
ttot
ranshi
pment
sat
por
tssuchasSi
ngapor
e,DubaiandCol
ombo,
whi
chaddst
othecost
sofshi
pment
s
andal
sodel
aysdel
i
ver
y.

Lowpenet
rat
ionofI
Tandl
ackofpr
opercommuni
cat
ionsi
nfr
ast
ruct
ureal
so
r
esul
tindel
ays,andl
ackofv
isi
bil
i
tyandr
eal
-t
imet
racki
ngabi
l
ity
.Unav
ail
abi
l
ityand
absenceofaseaml
essf
lowofi
nfor
mat
ionamongt
heconst
it
uent
sofLSPscr
eat
es
al
otofuncer
tai
nty
,unnecessar
ypaper
wor
kanddel
ays,andl
ackoft
ranspar
encyi
n
t
ermsofcostst
ruct
uresandser
vicedel
i
ver
y.Forexampl
e,ashi
pperhast
opaya
hi
gherf
rei
ghtr
atei
fitcannotensur
eret
urnl
oad.Atpr
esent
,ther
eisnor
eal
-t
ime
pr
ocessbywhi
chashi
ppermayknowaboutt
heav
ail
abi
l
ityoft
rucksandgoi
ngr
ates
att
hedest
inat
ionmar
ket
.Ther
efor
e,i
thast
opaymor
e.Hadt
hemar
keti
nfor
mat
ion
beenav
ail
abl
etobot
htheshi
pperandt
heser
vicepr
ovi
der
,theser
vicepr
ovi
der
’s
costst
ruct
urewoul
dhav
ebeent
ranspar
entt
otheshi
pperandi
twoul
dhav
eended
pay
ing t
heact
ualmar
ketr
ate.Anot
herexampl
ewoul
d bet
hatLTL(
Lesst
han
Tr
uckl
oad)shi
pment
scostmor
ethanFTL(
Ful
lTr
uckl
oad)shi
pment
s.Now,whena
shi
pperbooksaLTLshi
pment
,ithasnoi
deaaboutt
hest
atusofi
tsshi
pmentaf
teri
t
l
eav
est
hewar
ehouseatt
heor
igi
nandbef
orei
treachest
hewar
ehouseatt
he
dest
inat
ion.Theser
vicepr
ovi
dermayst
il
lconv
ertt
hisLTLshi
pmenti
ntoaFTL
shi
pmentati
tsownwar
ehousebef
oredel
i
ver
ingatt
hedest
inat
ion.So,t
heshi
pper
endsuppay
ingLTLr
atesf
oraFTLshi
pment
.Hadt
her
ebeenv
isi
bil
i
tydur
ingdel
i
ver
y,
t
hispr
obl
em woul
dnothav
eoccur
red.
[
17]
 Si
ncemostoft
heLSPsar
eofr
elat
ivel
ysmal
lsi
ze,t
heycannotpr
ovi
det
he
ent
ir
erangeofser
vices.Howev
er,shi
pper
swoul
dli
keser
vicepr
ovi
der
stoof
fer
mor
eval
ue-
addedser
vicesandasi
ngl
e-st
opsol
uti
ont
oal
lthei
rlogi
sti
calpr
obl
ems.
Thei
nabi
l
ityofser
vicepr
ovi
der
stogobey
ondbasi
cser
vicesandpr
ovi
dev
alue-
addedser
vicessuchassmal
lrepai
rwor
k,ki
tt
ing/
deki
tt
ing,packagi
ng/
label
l
ing,
or
derpr
ocessi
ng,di
str
ibut
ion,cust
omersuppor
t,et
c.Hasnotbeenabl
etomot
ivat
e
shi
pper
stogof
orout
sour
cingi
nabi
gway
.

Ser
vicet
axl
evi
edonl
ogi
sti
csser
vicef
ees(
cur
rent
ly12.
36%wi
theducat
ional
cess)maymakeout
sour
cingcost
lyandout
wei
ght
hepossi
blebenef
it
s.Ther
eis
l
ackofski
l
ledandknowl
edgeabl
emanpoweri
nthel
ogi
sti
cssect
or.Management
gr
aduat
esdonotconsi
derl
ogi
sti
csasapr
imej
ob.Toi
mpr
ovet
hest
atusoft
he
i
ndust
ry,ser
vicepr
ovi
der
shav
etomov
ebey
ondt
hel
evelofbr
oker
sandt
rucker
sto
at
tr
actandr
etai
ntal
ent
.

Fut
urepr
ospect
s

Despi
tepr
obl
ems,
TheI
ndi
anl
ogi
sti
csi
ndust
ryi
sgr
owi
ngat20%v
is-
à-v
ist
he
av
eragewor
ldl
ogi
sti
csi
ndust
rygr
owt
hof10%.Si
ncet
heor
gani
zedsect
oraccount
s
f
ormer
ely1%oft
heannuall
ogi
sti
cscost
,ther
eisi
mmensepot
ent
ialf
orgr
owt
hof
t
hesect
or.Themaj
oroppor
tuni
ti
esar
ehi
ghl
i
ght
edbel
ow.

Manyl
argeI
ndi
ancor
por
atesuchasTat
aandRel
i
anceI
ndust
ri
eshav
ebeen
at
tr
act
edbyt
hepot
ent
ialoft
hissect
orandhav
eest
abl
i
shedl
ogi
sti
csdi
vi
sions.
Theyst
art
edpr
ovi
dingi
nhousel
ogi
sti
csser
vices,andsoonsensi
ngt
hegr
owt
hof
t
hemar
ket
,hav
est
art
edpr
ovi
dingser
vicest
oot
hercor
por
ateaswel
l
.

Lar
geexpr
esscar
goandcour
iercompani
essuchasTr
anspor
tCor
por
ati
onof
I
ndi
a(TCI
)andBl
ueDar
thav
eal
sost
art
edl
ogi
sti
csoper
ati
ons.Thesecompani
es
enj
oyt
headv
ant
ageofal
readyhav
ingal
argeassetbaseandanal
l
-Indi
adi
str
ibut
ion
net
wor
k.Somel
argedi
str
ibut
orshav
eal
sof
oray
edi
ntot
hel
ogi
sti
csbusi
nessf
or
t
hei
rcl
i
ent
s.Si
ncel
ogi
sti
csser
vicecanbepr
ovi
dedwi
thoutasset
s,t
her
eisgr
owi
ng
i
nter
estamongent
repr
eneur
stov
ent
urei
ntot
hisbusi
ness.
[
18]
 I
ndi
an shi
pper
s ar
e gr
adual
l
y becomi
ng mor
e awar
e oft
he benef
it
s of
l
ogi
sti
csout
sour
cing.Theyar
enow r
eal
i
zingt
hatcust
omerser
viceanddel
i
ver
y
per
for
mancear
eequal
l
yimpor
tantascostt
oremai
ncompet
it
ivei
nthi
sgl
obal
economy
.TheI
ndi
aneconomyi
sgr
owi
ngatov
er9% f
ort
hel
astcoupl
eofy
ear
s
(
compar
edt
othewor
ldGDPgr
owt
hrat
eof3%)
,whi
chi
mpl
i
esmor
eout
put
sand
mor
edemandf
orspeci
ali
zedl
ogi
sti
csser
vices.

TheI
ndi
angov
ernmenthasf
ocusedoni
nfr
ast
ruct
uredev
elopment
.Exampl
es
i
ncl
ude t
he gol
den quadr
il
ater
alpr
oject
,east
-westand nor
th-
sout
h cor
ri
dor
s
(
connect
ingf
ourmaj
ormet
ros)
,Fr
eeTr
adeandWar
ehousi
ngZones(
FTWZ)i
nli
ne
wi
thSpeci
alEconomi
cZones(
SEZ)wi
th100%For
eignDi
rectI
nvest
ment(
FDI
)li
mit
andpubl
i
c-pr
ivat
epar
tner
shi
ps(
PPP)i
ninf
rast
ruct
uredev
elopment
.Iti
sexpect
ed
t
hati
nfr
ast
ruct
uredev
elopmentwoul
dboosti
nvest
ment
sint
hel
ogi
sti
cssect
or.

I
nIndi
a,100% FDIi
sal
l
owedi
nlogi
sti
cswher
easi
nChi
na,unt
ilr
ecent
ly,
f
orei
gni
nvest
mentwasnotal
l
owedi
ndomest
icl
ogi
sti
cs.Al
mostal
llar
gegl
obal
l
ogi
sti
cs compani
es hav
ethei
rpr
esence i
nIndi
a,mai
nlyi
nvol
ved i
nfr
eight
f
orwar
ding.Fordomest
ict
ranspor
tat
ionandwar
ehousi
ng,t
heyhav
eti
e-upswi
th
I
ndi
ancompani
es.Ast
heI
ndi
anl
ogi
sti
csscenar
iol
ookspr
omi
sing,
theseMNCsar
e
expect
edt
opl
ayabi
ggerr
ole,
probabl
yfor
mingwhol
l
y-ownedsubsi
diar
iesort
aki
ng
t
heacqui
sit
ionr
out
e.Thel
att
ermaybet
hepr
efer
redr
out
eofi
nvest
mentsi
ncet
he
t
argetcompanyi
sreadi
l
yacqui
redwi
thi
tsassetbaseanddi
str
ibut
ionnet
wor
k,and
t
heneedf
orbui
l
dingev
ery
thi
ngf
rom scr
atchcant
husbeav
oided.Thebenef
it
sfor
t
heacqui
redcompanyi
ncl
udet
hepat
ronageofanMNCandaccesst
otheMNC’
s
gl
obal
net
wor
k.

[
19]
 1.
3COMPANYPROFI
LE

ABOUTUS

l
PARVEEN EXPRESS i
mit
edwasf
oundedi
n2002asanowner
/oper
atort
ranspor
t
companyst
art
edt
oser
veI
Tcompani
esf
ormedi
adi
str
ibut
ionhav
ebl
ossomedi
nto
amul
ti
-t
ier
edl
ogi
sti
ccompanymeet
ingawi
der
angeoff
rei
ghtmanagementand
di
str
ibut
ionsol
uti
onneedsofSMEst
oMNCs.Ov
ert
hey
ear
s,t
hecompanygr
ew
t
oget
herwi
tht
hecount
ry.I
tisoneoft
hewel
lgr
ownl
ogi
sti
cscompanypr
ovi
der
sin
Chennai
becauseofourhi
ghef
fi
ciency
,commi
tmentt
ocust
omer
s,andgl
obal
reach.
Wedel
i
verf
ull
yint
egr
atedl
ogi
sti
csser
vicesandsuppl
ychai
nsol
uti
onst
hatar
e
i
nnov
ati
ve and cost
-ef
fect
ive.
Our company i
  sver
y ef
fect
ivei
n handl
i
ng of
t
emper
atur
econt
rolpr
oduct
s,pr
ovi
dingt
otall
ogi
sti
csol
uti
on,f
orphar
maceut
ical
s
pr
oduct
s,cl
i
nicalt
rai
lmedi
cine,chemi
cal
s,oranysuch pr
oduct
sthatneed t
o
mai
ntai
nrequi
redt
emper
atur
edur
ingdomest
icori
nter
nat
ional
transpor
tat
ion.

THEORGANI
ZATI
ONTODAY

AtPARVEEN EXPRESS,weai
mtoopt
imi
seev
erybusi
nessoppor
tuni
tyi
nvar
ious
f
iel
dsbydel
i
ver
ingqual
i
tat
iveser
vices.Wef
ir
mlybel
i
evet
hat"
qual
i
tyofapr
oductor
aser
vicei
snotwhatasuppl
i
erput
sinbuti
tiswhatt
hecust
omer
sgetoutofi
tand
ar
ewi
l
li
ngt
opayf
or"
.Thi
swoul
dpr
ovet
obeawi
nni
ngequat
ionwi
thr
espectt
o
under
standi
ngofourcust
omer
sandt
hei
rlogi
sti
calsuppor
trequi
rement
s.Thi
sis
possi
blewi
tht
hecommi
tment
,cont
inuousmot
ivat
ion,har
dwor
kandt
hepr
omi
sing
nat
ureofourent
ir
eteam asi
tisnev
erani
ndi
vi
dualbutgr
oupsofpeopl
e,whot
urn
anyi
deai
ntosuccessandal
soar
eal
i
ty.

 
OURMETHODOLOGY

Asal
ogi
sti
cscompany
,weunder
standt
hev
alueoft
ime-webel
i
evei
nal
l
owi
nghi
gh
f
lexi
bil
i
tyandt
ail
ori
ngourser
vicest
oengagewi
tht
hecl
i
ent
'sev
erypoi
ntofr
equi
rement
.

[
20]
 Busi
nessPr
act
icesandBusi
nessRel
ati
onshi
ps

PARVEENEXPRESSi
scommi
tt
edt
opr
ovi
dingwor
ld-
classser
vicesf
ori
tscust
omer
s.
Webel
i
evet
hatf
airandt
rust
ingr
elat
ionshi
pswi
thcust
omer
s,suppl
i
ersandpar
tner
s
ar
eessent
ial
todel
i
versuppl
ychai
nexcel
l
ence.

PARVEEN EXPRESS & per

sonnelar
erequest
ed t
o adher
etot
hose pr
inci
ples,
conductbusi
nessandcooper
atewi
thcust
omer
sandbusi
nesspar
tner
sinamanner
t
hatwoul
dnot
,inanyway
,compr
omi
set
hosepr
inci
ples.Av
oidanceofunet
hicalor
compr
omi
sing pr
act
ice i
nrel
ati
onshi
ps,act
ions and communi
cat
ions i
s oft
he
ut
mosti
mpor
tance.

OurGui
dingEt
hical
Pri
nci
ples:

 Av
oidanceofunet
hicalorcompr
omi
singpr
act
icei
nrel
ati
onshi
ps,
act
ionsand
communi
cat
ions
 Ref
rai
nfr
om accept
ingmoney
,gi
ft
s(ot
hert
hannomi
nalv
alue)
,excessi
ve
hospi
tal
i
ty,l
oansorot
herspeci
alt
reat
mentf
rom pr
esentorpot
ent
ialcust
omer
sor
suppl
i
ers
 Ref
rai
nfr
om count
erbusi
nessagr
eement
sthatr
est
rai
ncompet
it
ion

[
21]
OURSERVI
CES

 Gl
obal
Frei
ghtManagement

 Logi
sti
cs&Di
str
ibut
ionSol
uti
on

 War
ehouseManagement

 Mul
tiModal
Transpor
tat
ion

 Suppl
ychai
ntr
acki
ngsy
stem

 Phar
maceut
ical
Logi
sti
cs/Tr
anspor
tat
ion

 Temper
atur
econt
rol
transpor
tat
ion

Gl
obal
Frei
ghtManagement

Wear
eabl
etoof
ferhi
ghl
ycompet
it
ivepr
ici
ngf
oreachst
epoff
rei
ghtmanagement
,
bei
texpor
tori
mpor
t,bysea,
airorl
and-webecomeasi
ngl
epoi
ntofcont
actf
rom
t
hepr
ocessofgoodscol
l
ect
ion,document
ati
onandgoodspackagi
ngf
orshi
pment
,
t
ocust
om i
ssuescl
ear
anceandf
rei
ghtmoni
tor
ing.

Logi
sti
cs&Di
str
ibut
ionSol
uti
on

Wear
eabl
etoext
endl
ogi
sti
csi
ntr
ickysi
tuat
ions–suchasmi
crodi
str
ibut
ion–
wher
ether
ear
emanypoi
ntsofpi
ck-
ups,andawi
der
egi
onf
ordi
str
ibut
ion.Wecan
l
ooki
ntoi
ndi
vi
dualcaseswher
ether
eisast
epuppr
ocessorext
racosti
ncur
rence
t
hatmi
ghtbeunnecessar
y.Wecanassi
stt
olowery
ourcostandadj
ustt
imel
ags,
r
esul
ti
ngi
nal
eanerl
ogi
sti
cwor
kfl
ow.

[
22]
War
ehouseManagement

PARVEEN EXPRESS cur

rent
lyhousesaper
manentassetofa2685squar
efeet
war
ehouseatMadhav
aram Road.Ourpr
oductr
angei
sbei
ngext
endedt
oincl
udeour
compr
ehensi
vev
alue-
addedser
vicest
osui
tcust
omer
sinal
lindust
ryandr
etai
l
sect
ors. These 
val
ue-
added ser
vices 
go abov
e and bey
ond conv
ent
ional
war
ehousi
ngandenabl
eyout
ofocusony
ourkeycompet
enci
es.

Wear
eabl
etoof
feranext
ensi
vel
i
stofwar
ehousesuppor
tser
vices:

-Recor
dsofwar
ehousi
nghi
stor
y.

-Al
ertsy
stem v
iaemai
luponshi
pmentar
ri
val
ordepar
tur
euponr
equest
.

-Cust
omersuppor
tser
vicef
orr
equest
sofar
ri
val
anddepar
tur
einf
ormat
ion.

-Cont
ainerst
uff
ingandunst
uff
ing.

 
Mul
tiModal
Transpor
tat
ion

PARVEENEXPRESS,wehav
eav
ari
etyofv
ansandt
ruckst
hatcat
ert
oourcl
i
ent
s’
needs.Ourt
ranspor
tteam doesnotsett
imi
ngl
i
mit
ati
ons,
andweseekt
oful
fi
llany
ur
gentr
equi
rementoft
ranspor
tser
viceswi
thi
ntheday
.

I
tisar
egi
ster
edmul
ti
modalser
vicepr
ovi
derwi
tht
heDi
rect
orGener
alofShi
ppi
ng
andhandl
est
heshi
pment
sbyal
lmodesoft
ranspor
tat
iongl
obal
l
y.

Thecar
gomar
ketdemandsagl
obalsol
uti
onandnet
wor
kli
nki
ngal
lfourmodesof
t
ranspor
tat
ioni
.e.(
a)Ai
r(b)Road(
c)Rai
l&(
d)Sea.

Wepr
ovi
deawor
ldwi
denet
wor
kli
nki
ngai
rl
ines,r
oadway
s,r
ail
way
sandshi
ppi
ng
l
i
nesi
nonechai
nwi
thamot
iveofbet
terqual
i
tyofser
vicet
ocust
omer
swi
tht
he
mosteconomi
calcost
inganddependabl
eschedul
e.Thi
siswi
tht
heobj
ectt
o

[
23]
pr
ovi
demosteconomi
cal
,smoot
h,r
eli
abl
eandspeedycar
ri
ageofshi
pment
sto
v
ari
ousdest
inat
ionsonsel
ect
edmodesoft
ranspor
twhi
chmustnotonl
yensur
e
hassl
e-f
reeser
vicebutshoul
drendersi
zabl
esav
ingsi
nthef
rei
ghtexpensesoft
his
cust
omer
.

Temper
atur
econt
rol
transpor
tat
ion

St
orage,consol
i
dat
ion,r
epacki
ng,document
ati
on,l
abel
i
ng,i
nvoi
cing,f
ini
shedand
spar
esi
nvent
orymanagement
,di
str
ibut
ionandser
vicesuppor
t,cr
osst
alki
ngar
e
al
lser
vicespr
ovi
dedi
frequi
red.6DShi
ppi
ng&Logi
sti
csal
sohandl
esal
llogi
sti
cs
act
ivi
ti
esf
orspar
epar
tsi
ncl
udi
ngr
epai
randr
ever
sel
ogi
sti
cs,r
epl
acement
,re-
expor
tandscr
appi
ng.

Moder
nandwel
l
-equi
ppedwar
ehouses.
Adequat
einsur
edpr
ivat
ewar
ehousi
ngspace.
Saf
est
orageofgoods.
Cont
rol
checksonent
ry&exi
tofgoods.
War
ehousespaceatt
heI
CD'
sforst
orageofgoodscar
teddi
rectatt
hese
cent
ers.

Ourser
vicesdel
i
ver
:

1. I
nvent
oryi
ntegr
it
y
2. Shor
terl
eadt
imes
3. I
ncr
easedpr
oduct
ivi
ty
4. Gr
eat
err
esponsi
veness
5. Fastandr
eli
abl
est
art
-ups
6. Fl
exi
bil
i
tyt
omeetgr
owi
ngv
olumesandr
esul
tantpeaksandv
all
eys
7. Recr
uit
ment
,tr
aini
ngandmot
ivat
ionofwor
kfor
ces

[
24]
BUSI
NEPARVEENEXPRESSNOLOGY

Weuseacombi
nat
ionofext
ernal
l
yandi
nter
nal
l
ydev
elopedt
echnol
ogi
calsol
uti
ons
t
hatar
efl
exi
ble,modul
arandscal
abl
e-t
omanagei
nfor
mat
ionwi
thi
nthesuppl
y
chai
n.These can be adapt
ed t
ovi
rt
ual
l
ymeetanyneed,and ar
e cont
inual
l
y
upgr
aded as necessar
y.Ourappr
oach i
sto ef
fect
ivel
y and secur
ely manage
i
nfor
mat
ionwhi
l
ewei
ghi
ngt
hecost
/val
uer
elat
ionshi
pforef
fi
ciencyandgr
eat
est
v
alue.Weof
ferast
rat
egyt
hati
sfl
exi
ble,modul
arand atparwi
tht
hel
atest
t
echnol
ogy by l
ever
agi
ng on exi
sti
ng pr
oduct
s and pl
atf
orms by i
ntegr
ati
ng
f
unct
ions f
or net
wor
k pl
anni
ng sy
stems,t
ranspor
tat
ion,war
ehouse f
rei
ght
consol
i
dat
ion,
par
tsequenci
ng,
kit
ti
ng,
sub-
assembl
yandr
epacki
ng.

[
25]
CLI
ENTS
PARVEENEXPRESS handl
esoper
ati
onsf
oradi
ver
ser
angeofcl
i
ent
s. 
Wer
ankhi
gh
i
ncust
omersat
isf
act
ionandcust
omerr
etent
ionbecauseofourexper
ti
seand
commi
tmentt
odel
i
verexcept
ionalv
alueandourabi
l
ityt
odel
i
verper
for
mance
basedonmeasur
abl
emet
ri
cs.

FOOD&BEVERAGE

RETAI
L

[
26]
ENGI
NEERI
NG

CHEMI
CAL

CONSUMERGOODS

[
27]
LI
QUOR

PHARMACEUTI
CAL

[
28]
 2.
OBJECTI
VES

PRI
MARYOBJECTI
VES

 Tost
udyt
heCust
omerSat
isf
act
ionl
evel
atPARVEENEXPRESS.

SECONDARYOBJECTI
VES

 Tost
udyt
heexpor
tandi
mpor
tpr
ocedur
e
 Tost
udyt
hecont
ainer
izat
ionact
ivi
tyatPARVEENEXPRESS.
 Tost
udyv
endorser
vicesatPARVEENEXPRESS.

[
29]
 3.
REVI
EW OFLI
TERATURE:

Per
for
mance management i
s a f
undament
al aspect of manager
ial
ef
fect
iveness.Est
abl
i
shi
ngcl
eargoal
swi
thy
ourboss,peer
s,andempl
oyeesi
s
essent
ial
.Wi
thv
endor
s,y
ouhav
econt
ract
ualser
vicel
evelagr
eement
s.Atcer
tai
n
poi
ntsi
nthey
ear
,goodmanager
scheck-
inwi
tht
hei
rteam member
stopr
ovi
de
f
eedbackonpr
ogr
esst
ogoal
s.Att
heendoft
hey
ear
,empl
oyeesgetf
inalr
evi
ews–
compl
etewi
thbonusesandmer
iti
ncr
eases.Wi
thv
endor
s,y
ouhav
ethequar
ter
ly
r
evi
ew–oneoft
hemosti
mpor
tantt
ool
sinasuccessf
ulv
endormanager
’st
oolbel
t.
I
nthi
sar
ti
cle,
wer
evi
ewt
heessent
ial
aspect
sofquar
ter
lyr
evi
ews.

Ther
ear
esi
xkeyel
ement
stosuccessf
ulv
endormanagerquar
ter
lyr
evi
ews.

1.
PlannedandPr
epar
edwi
thaFi
rm Agenda 
–
Aquar
ter
lyr
evi
ew i
snott
het
ypi
calmeet
ing.I
tisaf
ormalr
evi
ew ofpr
ior
per
for
manceandi
mpr
ovementoppor
tuni
ti
es.Assuch,pl
anni
ngi
sessent
ial
. 
Ser
vice
l
evelper
for
mancemet
ri
cs 
mustbecol
l
ect
ed,
dist
ri
but
ed, r
and ev
iewed 
i
nadv
anceof
t
hemeet
ingby
 al
l
 par
ti
cipant
s.I
nfact
,par
ti
cipant
sshoul
dbepr
epar
edt
oaddr
essal
l
i
temst
hatcoul
dresul
tfr
om r
evi
ew ofper
for
mancemet
ri
cs–t
hisi
sav
erydat
a
i
ntensi
vepr
ocessatt
imes.Assuch,i
tisi
mpor
tantt
oest
abl
i
shaf
ir
m agendat
hat
al
l
ows di
ff
erentpar
ti
ci
pant
stoj
oinf
ort
hei
rkeysect
ions.Wi
tht
hatsai
d,we
encour
ageopenmeet
ingssot
hatv
endormanager
sfr
om onear
eacanl
i
stent
o
chal
l
engesandsuccessesofot
herar
eas.

2.
Par
ti
cipant
swi
thCl
earMeet
ingRol
es 
–
Br
oadpar
ti
ci
pat
ionshoul
dbeencour
agedast
hepur
poseofquar
ter
lyr
evi
ews
i
scl
ear
lyt
ocel
ebr
atesuccesses,
resol
veper
for
mancei
ssues,
andchal
l
engecur
rent
pr
act
ices.Seni
orexecut
ives,day
-to-
dayv
endormanager
s,andsuppor
tteams(
e.g.
,
t
rai
ning,qual
i
ty,andoper
ati
onsmanagementt
eams)shoul
dvi
ew quar
ter
lyr
evi
ews
asoppor
tuni
ti
est
orev
iew t
heout
sour
ced busi
ness’oper
ati
onsper
for
mance–
somet
hingt
hatoccur
swi
thi
ncr
easi
ngr
ari
tyaf
terabusi
nesspr
ocessi
sout
sour
ced.
Gi
ven t
he wi
de par
ti
cipat
ion,est
abl
i
shi
ng r
oles ar
e key t
o good meet
ing
management
.

[
30]
 Day
-to-
dayv
endormanagementl
eader
sshoul
dleadt
hedi
scussi
onr
egar
ding
i
ndi
vi
dualf
unct
ions’per
for
mancei
nani
nter
act
ivemannerwi
tht
hev
endor
,but
seni
orv
icepr
esi
dent
sandv
icepr
esi
dent
sshoul
dbei
nvi
tedt
ochi
mei
ntopl
ace
emphasi
s.Thedi
ff
erencei
sthatt
hepr
esenceofexecut
ivesi
spar
tofensur
ing
v
endor
sunder
standt
hei
mpor
tanceofper
for
mance.Thev
endorshoul
dhav
esi
mil
ar
r
epr
esent
ati
on.
3.
Ser
viceLev
elRev
iewwi
thaRootCauseAnal
ysi
sandI
mpr
ovementPl
an(
s) 
–
Thekeyaspectofquar
ter
lyr
evi
ewsi
sdi
scussi
onr
egar
dingser
vicel
evel
agr
eementper
for
mance.At
ypi
calpr
ogr
am wi
l
lhav
ebet
weenf
ourandsev
enser
vice
l
evelagr
eement
sand each shoul
d hav
ethr
ee 
dat
a poi
nts(
remember
:quar
ter
ly
ser
vice l
evelagr
eement
s ar
e notef
fect
ive)
.In addi
ti
on,a v
ari
etyofaddi
ti
onal
suppor
ti
ng dat
a shoul
d be r
evi
ewed,i
ncl
udi
ng f
orecast
 accur
acy
, 
schedul
i
ng
accur
acy
 andadher
ence,
and 
tr
aini
ngpr
ogr
ess.I
fanyser
vicel
eveli
snotachi
eved,
a
r
ootcauseanal
ysi
sshoul
dbecompl
etedbybot
hpar
ti
es–ev
eni
fther
ootcausei
s
y
ourowncompany
’sdoi
ng!I
tisi
mpor
tantt
oident
if
yrootcausesusi
ngst
andar
d
pr
ocesses,buti
tisev
enmor
eimpor
tantt
omoni
torpr
ogr
essagai
nsti
mpr
ovement
pl
ans.Ti
meandt
imeagai
n,weseeRCAssi
tt
ingonshel
vescol
l
ect
ingdustwhi
l
e
per
for
mancei
ssuesr
emai
nunchanged.Thequar
ter
lyr
evi
ew shoul
dlookbackat
eachoft
heRCAst
ocheckpr
ogr
ess.

4.
Sat
isf
act
ionSur
veyResul
ts 
–
Akeyaspectofv
endormanagementi
spr
ovi
dingempi
ri
calf
eedback.Whi
l
e
mostaspect
sofabusi
nesspr
ocesscanbemeasur
ed,l
esst
angi
bler
elat
ionshi
p
i
ssuesar
emor
edi
ff
icul
ttot
rack.Thesear
ethepar
tsofar
elat
ionshi
pthatof
ten
br
eakdowni
nout
sour
cing.Exampl
esi
ncl
udepr
ovi
dingf
eedbackonv
endorpr
obl
em
r
esol
uti
on,i
dent
if
yingwhet
herasui
tabl
eROIhasbeenachi
evedandmai
ntai
ned
(
tracki
ngchangesagai
nstbasel
i
nedat
a),ort
her
elat
ionshi
ps’f
lexi
bil
i
tyt
omeet
changi
ngdemandsonbot
hpar
ti
es.We’
redr
aft
inganar
ti
clet
odel
vei
ntot
hist
opi
c
muchdeeper
,butwest
resst
hatef
fect
ivev
endormanager
sshoul
dsur
veyi
nter
nal
st
akehol
der
s and 
the v
endorr
egar
ding t
hei
rlev
elofsat
isf
act
ion wi
th di
ff
erent
aspect
soft
her
elat
ionshi
p.Ther
esul
tsshoul
dbeopenl
yshar
edandusedt
ocr
eat
e
di
scussi
on.Thekeyi
stoensur
ethesur
veyi
sver
yfocused,shor
t,andusabl
ewhi
l
e
f
aci
l
itat
ingt
hedi
scussi
onwi
thoutadv
ersar
ialunder
tones(
orov
ert
ones!
).We’
l
lhav
e
mor
einf
ormat
ionont
het
opi
csoon.
[
31]
5.Gui
dancef
ort
heFut
ure 
–
Onegr
eatf
eat
ureofquar
ter
lyr
evi
ewsi
stheoppor
tuni
ti
esf
oreachcompany
t
opr
ovi
det
heot
hergui
dancef
ort
henextt
hreet
osi
xmont
hs.Thi
smayi
ncl
ude
t
ransact
ion v
olumes,or
gani
zat
ionalchanges,sy
stem changes,or cor
por
ate
i
nit
iat
ivest
hatcoul
dimpactt
heot
hercompany(
e.g.
,SOXaudi
ts,gr
eeni
nit
iat
ives,
et
c.)
.Ef
fect
ivev
endormanagementexecut
ivesuset
hisoppor
tuni
tyt
oal
i
gnst
rat
egi
c
r
elat
ionshi
psandt
oseekoppor
tuni
ti
est
ohel
peachot
her
.
6.Of
fl
ineCommuni
cat
ionChannel
 
–
Lar
geaudi
encescansomet
imesi
nter
fer
ewi
thcer
tai
ncommuni
cat
ion.For
exampl
e,mai
ntai
ningacar
efuley
eony
ourv
endor
s’f
inanci
alheal
thanddi
scussi
ng
upcomi
ngor
gani
zat
ionalchangesi
nbot
hyourandt
hei
ror
gani
zat
ionar
esensi
ti
ve
t
opi
cs. Ef
fect
ive v
endor management ex
ecut
ives ensur
e t
hat sensi
ti
ve
communi
cat
ionshav
eanappr
opr
iat
echannel
.Wesuggestt
hatexecut
iveshav
e
pr
epar
ator
ymeet
ingsbef
orequar
ter
lyr
evi
ewst
ocov
ersensi
ti
vet
opi
cs.
Fi
nal
l
y,i
tisv
eryi
mpor
tantt
odi
ff
erent
iat
equar
ter
lyr
evi
ewsdi
ff
erentt
han 
mont
hly
r
evi
ews.Mont
hlyr
evi
ewsar
evenuesf
orday
-to-
dayact
ion wi
th hands-
on t
eam
member
s.Asuccessf
ulquar
ter
lyr
evi
ewmeet
ingel
evat
est
hedi
scussi
onandhol
ds
par
ti
es account
abl
eforper
for
mance.We encour
age v
endormanager
sto not
subst
it
utemont
hlycl
osedi
scussi
onsf
orquar
ter
lyr
evi
ews:ay
earshoul
dconsi
stof
t
wel
vemont
hlycl
osemeet
ings,t
hreequar
ter
lyr
evi
ew meet
ings,andanannual
cont
ract
ual
rev
iew(
whi
chwewi
l
lbedi
scussi
ngi
nmor
edet
ail
inaf
utur
ear
ti
cle)
.

I
n addi
ti
on,y
ear2000 r
eadi
ness emphasi
zed t
oregul
ator
s and f
inanci
al
i
nst
it
uti
onst
her
iskst
hatf
inanci
ali
nst
it
uti
onsf
aced asar
esul
tofout
sour
ced
t
echnol
ogyandot
herser
vices.Theseconcer
nswer
ebol
ster
edbyGr
amm-
Leach-
Bl
i
ley
'spr
ivacyandi
nfor
mat
ionsecur
it
yrequi
rement
s,anddev
elopment
srel
atedt
o
cor
por
ate gov
ernance r
esul
ti
ng f
rom wel
l
-publ
i
cized busi
ness f
ail
ures and
i
nadequat
elysuper
visedmanagement
.

[
32]
Fourst
eps ar
e necessar
yto appr
opr
iat
elyout
sour
ce orcont
ractf
orgoods or
ser
vices:

St
epOne:
RiskAnal
ysi
s

Fundament
all
y,pr
operv
endormanagementi
snot
hingmor
eorl
esst
hanr
isk
management
.Thi
sst
epr
equi
rest
hef
inanci
ali
nst
it
uti
ont
oident
if
ythei
mpor
tanceof
t
hef
unct
iont
otheor
gani
zat
ion,t
henat
ureoft
heact
ivi
ti
est
hev
endorwi
l
lper
for
m,
andt
hei
nher
entr
iski
nessoft
heact
ivi
ty.Themor
eri
skyt
heact
ivi
ty,t
hemor
e
i
mpor
tantt
heneedi
sfordi
l
igencei
nsel
ect
ion,
incont
ract
ing,
andi
nsuper
visi
onand
moni
tor
ing.Ofcour
se,f
orr
egul
ator
ypur
poses,t
hepr
ocessofr
iskanal
ysi
smustbe
car
eful
l
ydocument
ed.

St
epTwo:
DueDi
l
igencei
nVendorSel
ect
ion

Thei
ntensi
tyofduedi
l
igencer
equi
redi
nsel
ect
ingav
endorwi
l
ldependont
he
r
esul
tsoft
her
iskanal
ysi
sthef
inanci
ali
nst
it
uti
oncompl
etedi
ndeci
dingt
ocont
ract
wi
thav
endort
opr
ovi
degoodsorser
vices.Duedi
l
igencer
equi
resar
easonabl
e
i
nqui
ryi
ntoav
endor
's abi
l
ityt
o oper
ati
onal
l
y meett
he r
equi
rement
sfort
he
pr
oposedser
viceandani
nqui
ryi
ntot
hev
endor
'sf
inanci
alabi
l
ityt
odel
i
veroni
ts
pr
omi
se.Dependi
ngont
hef
inanci
ali
nst
it
uti
on'
sri
skanal
ysi
s,i
tshoul
dconsi
deron-
si
tev
isi
ts.I
fthev
endori
sgeogr
aphi
cal
l
ydi
stant
,wi
l
lthatdi
stanceaf
fectt
hecostor
qual
i
tyofser
vice?Fi
nanci
ali
nst
it
uti
onsshoul
dal
soanal
yzet
hev
endor
'soper
ati
ons
andcont
rol
s.Somequest
ionst
obeaski
ncl
ude:

St
epThr
ee:
Document
ingt
heVendorRel
ati
onshi
pCont
ractI
ssues

Ast
rongcont
ractwi
thasi
gni
fi
cantv
endori
sessent
ialt
opr
oper
lymanagi
ng
t
her
elat
ionshi
p.Ev
enr
elat
ionshi
pswi
thv
endor
sthatpr
ovi
del
ow-
ri
skser
vicescan,
andof
tenshoul
d,bedef
inedi
nsi
mpl
efor
m cont
ract
s.

Al
lcont
ract
sshoul
dbei
nwr
it
ingand,t
otheext
entappl
i
cabl
e,shoul
dcov
er

[
33]
expect
ati
onsandr
esponsi
bil
i
ties,
thescopeofwor
kandf
ees,
typeandf
requencyof
r
epor
ti
ngont
hest
atusofwor
kinv
olv
ed,pr
ocessf
orchangi
ngscopeofwor
k,
owner
shi
pofanywor
kpr
oduct
,anacknowl
edgementt
hatt
hev
endori
ssubj
ectt
o
r
egul
ator
yrev
iew,
pri
vacyandi
nfor
mat
ionsecur
it
y,apr
ocessf
orongoi
ngmoni
tor
ing,
andsuper
visi
onanddi
sput
eresol
uti
on.Legalcounselshoul
drev
iew al
lsi
gni
fi
cant
cont
ract
s.

Vendorcont
ract
smustal
soi
ncl
uder
efer
encest
othef
inanci
ali
nst
it
uti
on'
s
r
ightt
omoni
tort
heper
for
manceandcondi
ti
onoft
hev
endor
.Itshoul
drequi
ret
he
v
endort
osubmi
tappr
opr
iat
erepor
ts,i
ncl
udi
ngf
inanci
alr
epor
ts,audi
trepor
ts,and
i
nter
nalcont
rolr
epor
ts,dependi
ngont
her
iskassessmentf
ort
hesubj
ectoft
he
cont
ract
.

Thet
erm oft
hecont
racti
sanot
heressent
ialf
act
or.Ther
egul
ator
sar
e
i
ncr
easi
ngl
ycl
eart
hatt
heyar
econcer
nedaboutt
heuseofl
ong-
ter
m cont
ract
s,
especi
all
yint
echnol
ogyagr
eement
s.Technol
ogychanges r
api
dlyand f
inanci
al
i
nst
it
uti
onsneedt
hef
lexi
bil
i
tyt
ochangepr
ovi
der
sift
hechosenv
endorf
ail
stokeep
upwi
thcur
rentpr
act
ices.

St
epFour
:Ongoi
ngSuper
visi
onandMoni
tor
ingofVendor
s

Af
inanci
ali
nst
it
uti
onmustpr
ovi
dei
nit
scont
ract
sfort
heabi
l
ityt
omoni
tor
v
endor
sdur
ingt
het
erm oft
hecont
ract
.Toadequat
elysuper
viseav
endor
,anof
fi
cer
mustr
evi
ew andbeaccount
abl
efort
heper
for
manceoft
hev
endor
.How much
super
visi
oni
srequi
redi
s,ofcour
se,dependentont
hei
nst
it
uti
on'
sassessmentof
t
her
iskoft
hepar
ti
cul
arser
vicebei
ngpr
ovi
ded.Thest
affassi
gnedt
oov
erseeeach
v
endorshoul
dhav
ethenecessar
yexper
ti
set
odosoappr
opr
iat
ely
.

Moni
tor
ingandsuper
visi
onshoul
dincl
udeongoi
ng(
atl
eastannual
)rev
iew oft
he
v
endor
'sf
inanci
alcondi
ti
onandi
nsur
ancecov
erage,i
ncl
udi
ngav
eri
fi
cat
iont
hatt
he
i
nsur
ancecov
eragesr
epr
esent
edt
othebankar
einf
orce.Thev
endor
'spol
i
cies
r
elat
ingt
oint
ernalcont
rol
sandsecur
it
yshoul
dber
evi
ewedandsomemet
hodof
det
ermi
ningwhet
hert
hev
endori
sfol
l
owi
ngsuchcont
rol
sshoul
dbedev
eloped.

[
34]
Rev
iewandmoni
tor
ingal
sor
equi
resanassessmentofwhet
hert
het
hir
dpar
tyhas
pr
ovi
dedser
vicesi
naccor
dancewi
thr
epr
esent
ati
onsmadei
nthecont
ractandi
n
accor
dancewi
thappl
i
cabl
eregul
ati
onsandl
aws.Thev
endor
'scont
ingencypl
ans
shoul
dber
evi
ewedt
obecer
tai
nthatt
heyr
emai
ninpl
aceandhav
ebeenadequat
ely
t
est
ed.

Document
,

Thet
ruepur
poseofav
endormanagementpr
ogr
am i
stomai
ntai
nqual
i
ty
v
endor
s and qual
i
tyr
elat
ionshi
ps wi
tht
hose v
endor
sto oper
atet
he f
inanci
al
i
nst
it
uti
onef
fi
ci
ent
lyandwel
l
.Inaddi
ti
ont
othatpur
pose,eachf
inanci
ali
nst
it
uti
on
mustpr
ovet
oit
sregul
atort
hatv
endor
sar
emanaged ef
fi
cient
lyand wel
l
.As
compl
i
ance of
fi
cer
s know,t
o sat
isf
yregul
ator
s,document
ati
on i
s par
amount
.
Documentt
her
iskanal
ysi
sengagedi
natt
het
imeadeci
sioni
smadet
oengagea
v
endor
.Documentt
heduedi
l
igenceper
for
med.Requi
reef
fect
ivecont
ract
sand
mai
ntai
nup-
to-
dat
ever
sionsoft
hecont
ract
s(compl
etewi
thal
lamendment
s)i
na
pl
acewher
ethebankandexami
ner
scaneasi
l
yrev
iewt
hem.Documentt
hepr
ocess
ofmoni
tor
ingandr
evi
ewi
ngeachv
endor
'sper
for
mance.Repor
tsi
gni
fi
cantv
endor
r
elat
ionshi
pst
otheboar
dofdi
rect
orsonatl
eastanannual
basi
s.

Vendormanagementi
scompl
exand i
ndeed cumber
someand annoy
ing.
Pr
oper
lyi
mpl
ement
ed,howev
er,i
tcansav
ethef
inanci
ali
nst
it
uti
onmoney
,lossof
r
eput
ati
on,f
ail
i
ng t
o pr
ovi
de cor
e ser
vicesi
n a qual
i
tymanner
,and r
egul
ator
y
headaches

[
35]
 4.RESEARCHMETHODOLOGY
RESEARCH

Resear
chi
ncl
udessci
ent
if
icandi
nduct
ivet
hinki
ngwhi
chpr
omot
esdev
elopmenti
f
l
ogi
calhabi
tsoft
hinki
ngandor
gani
zat
ioni
thasspeci
alsi
gni
fi
cancei
nsol
vi
ngv
ari
ous
oper
ati
onal
andpl
anni
ngpr
obl
emsofbusi
nessandi
ndust
ry.

A car
efuli
nvest
igat
ionori
nqui
ryt
hroughsear
chf
ornew f
act
sinanybr
anchof
knowl
edge.Resear
chmet
hodol
ogyi
sawayt
osy
stemat
ical
l
ysol
vet
her
esear
chpr
obl
em.I
t
maybeunder
stoodasasci
enceofst
udy
inghowr
esear
chi
sdonesci
ent
if
ical
l
y.I
nthi
swe
st
udyaboutv
ari
ousst
epst
hatar
egener
all
yadopt
edbyr
esear
cher
sinst
udy
inghi
sresear
ch
pr
obl
em al
ongwi
thl
ogi
cbehi
ndt
hem.

4.
1RESEARCHDESI
GN

“
Aresear
chdesi
gni
sthear
rangementofcondi
ti
onsf
orcol
l
ect
ionandanal
ysi
sdat
a
i
namannert
hatai
mst
ocombi
ner
elev
ancet
other
esear
cherpur
posewi
theconomyi
n
pr
ocedur
e”.

I
tconst
it
utest
hebl
uepr
intf
ort
hecol
l
ect
ion,measur
ementandanal
ysi
sofdat
a.As
such t
he desi
gn i
ncl
udes an out
li
ne ofwhatt
he r
esear
cherwi
l
ldo f
orm wr
it
ing t
he
hy
pot
hesi
sandi
tsoper
ati
onal
impl
i
cat
iont
othef
inal
anal
ysi
sofdat
a.

4.
1.1SAMPLEDESI
GN

Thesampl
edesi
gni
sadef
ini
tepl
anf
orobt
aini
ngasampl
efr
om agi
venpopul
ati
on.
I
tref
erst
othet
echni
queorpr
ocedur
ewoul
dadoptt
osel
ect
ingai
temsf
ort
hesampl
e.
Sampl
edesi
gnmayaswel
ll
aydownt
obei
ncl
udedi
nthesampl
ei.
e.t
hesi
zeoft
hesampl
e.
Sampl
edesi
gni
sdet
ermi
nedbef
oredat
aar
ecol
l
ect
ed.Ther
ear
emanysampl
edesi
gnf
rom
whi
char
esear
chercanchoose.Somedesi
gnsar
erel
ati
vel
ymor
epr
eci
seandeasi
ert
o
appl
ythanot
her
s.

4.
1.2TYPEOFUNI
VERSE

Thef
ir
stst
epi
ndev
elopi
nganysampl
edesi
gni
stocl
ear
lydef
inet
hesetofobj
ect
s,
t
echni
cal
l
ycal
l
edauni
ver
set
obest
udi
ed.

[
36]
4.
1.3SAMPLESI
ZE

Thi
sref
erst
othenumberofi
temst
obesel
ect
edf
rom t
heuni
ver
set
oconst
it
utea
sampl
e.Thesampl
esi
zeusedi
nthi
sst
udyi
s40number
s;

4.
1.4SAMPLI
NGTECHNI
QUE
Therei
sdiff
erentt
ypeofsampl edesi
gnbasedontwof act
orsv
iz.representat
ionbasi
s
andelementsel
ecti
ontechni
que.On.Repr
esent
ati
onbasi
sthesampleisclassif
iedint
o

 Pr
obabi
l
itysampl
i
ng
 Non-
probabi
l
itysampl
i
ng
Thepr
ojecti
stakent
heSi
mpl
erandom sampl
i
ng.

4.
1.5SI
MPLERANDOM SAMPLI
NG

Pr
obabi
l
itysampl
i
ngi
sal
soknownas‘
random sampl
i
ng’or‘
chancesampl
i
ng’
.
Undert
hissampl
i
ngdesi
gnev
eri
tem oft
heuni
ver
seequal
chanceofi
ncl
usi
oni
nthesampl
e.

DATACOLLECTI
ON

Ther
ear
etwot
ypeofdat
acol
l
ect
ion

 Pr
imar
ydat
a
 Secondar
ydat
a

 Pr
imar
yDat
a

. I
nthi
spr
oject
,thedat
aiscol
l
ect
edt
oknow aboutt
hest
udyofv
endorsat
isf
act
ion
l
evel
satPARVEEN EXPRESS.empl
oyeesi
ntheor
gani
zat
ion,bot
hdi
rect
lyandi
ndi
rect
ly
(
phone)communi
cat
ingwi
tht
hem.Thedat
aar
ethose,
whi
chi
scol
l
ect
edasf
reshandf
ir
st
t
ime,
andt
hushappenst
obeor
igi
nali
nchar
act
er.Hencet
hedat
aher
eusedi
ssai
dtobeas
pr
imar
ydat
a.

[
37]
 4.
2TOOLSFORDATACOLLECTI
ON
Ther
ear
esev
eralmet
hodsofcol
l
ect
ingpr
imar
ydat
a,par
ti
cul
arl
yinsur
vey
sand
descr
ipt
iver
esear
ches.Thet
ool
susedi
nthi
spr
ojectar
e:-

QUESTI
ONNAI
RE

A Quest
ionnai
re-
cum-
schedul
e was const
ruct
ed wi
th quest
ions t
o obt
aint
he
necessar
yinf
ormat
ionf
ort
her
esear
ch
 Secondar
yDat
a

Secondar
ydat
awascol
l
ect
edf
rom I
nter
net
,books,
jour
nal
s,andcompanyr
ecor
ds.

4.
9STATI
STI
CALTOOLS

 Per
cent
agemet
hod

PERCENTAGEMETHOD

Thi
sisoneoft
hewi
del
yusedmet
hodst
oanal
yset
hecol
l
ect
eddat
a.Theper
cent
age
met
hodi
scal
cul
atedbynumberofr
espondent
sdi
vi
dedbyt
otalnumberofr
espondent
s,
whi
chi
smul
ti
pli
edby100.

NoofRespondent
Per
cent
ageanal
ysi
s = ×100
Tot
alno.ofRespondent
s

[
38]
Chi
-Squar
eTest

I
tisausef
ulmeasur
eofcompar
ingexper
iment
all
yobt
ainedr
esul
tswi
tht
hose
expect
edt
heor
eti
cal
l
yandbasedont
hehy
pot
hesi
s.Chi
-squar
etesti
nvol
vescompar
isonof
expect
ed f
requency(
Ei)wi
th obser
ved f
requency(
Oi)t
o det
ermi
ne whet
herdi
ff
erence
bet
weent
het
woi
sgr
eat
ert
hant
het
abul
atedv
aluet
hatmi
ghtoccurbychance.

2 =∑( 2
For
mul
a O–E)/E
Wher
e,O=Obser
vedFr
equency
,E=Expect
edf
r .
equency
Uses

 I
tisusedt
ocheckt
hegoodnessoff
itamongt
hev
ari
abl
es.
 I
tiswi
del
yusedt
otestt
hei
ndependenceofat
tri
but
es.

[
39]
 4.
3SCOPEOFSTUDY:

 Ty
pesofconsumer
sthatcompr
omi
sepr
esentandpot
ent
ial
mar
ket
s.

 Si
ze and l
ocat
ion ofdi
ff
erentmar
ket
s,notonl
yinI
ndi
a butal
so
ov
erseas.

 Thepr
ospect
sforgr
owt
horconst
ruct
ionf
ort
hecur
rentmar
ket
sbei
ng
ser
ved.

 Newmant
rasofemer
gingsegment
s.

 Mar
ket
ingandmanuf
act
uri
ngcapabi
l
iti
esofcompet
it
ors.

 Mostsui
tabl
eent
ryt
imi
ng.

 Thecur
rentandpr
ospect
ivecompet
it
iveposi
ti
on.

 Chancesofi
mpr
ovementofcur
rentchannel
s.

[
40]
 4.
4LI
MITATI
ONOFSTUDY:

 Vendor
sfel
trel
uct
antt
owar
dsgi
vi
ngt
hei
nfor
mat
ionwi
thaf
earof
l
oosi
ngbusi
nesswi
tht
heunf
airi
nfor
mat
iongi
ven.

 Someoft
het
hem wer
ebusy
,sonotabl
etogetf
ull
answer
sfort
he
quest
ionnai
re

 Oneoft
hemosti
mpor
tantl
i
mit
ati
onswast
het
imeper
iodt
het
ime
per
iodwasnotsuf
fi
cientt
ocov
ereral
ldet
ail
sor
gani
sedr
etai
lsect
or.

 Theot
herl
i
mit
ati
onwast
henon-
co-
oper
ati
onnat
ureoft
hepeopl
eto
gi
vei
nfor
mat
ionandi
nter
views.

 Ani
mpor
tantl
i
mit
ati
onwast
hear
eaoft
hest
udywhi
ch
cov
ersonl
yChennai
wher
einmar
keti
nfor
mat
ioncol
l
ect
edcannotbea
f
inal
key

[
41]
 5.
DATAANALYSI
SANDI
NTERPRETATI
ON

TABLE5:
1

TABLESHOWI
NGNUMBEROFYEARSI
NBUSI
NESS
NUMBER OFYEARS NO.OFRESPONDS PERCENTAGE

0–5Year
s 10 25%

5–15Year
s 14 35%

15–25Year
s 10 25%

Mor
ethan20Year
s 6 15%

Tot
al 40 100%

CHART5:
1

CHARTSHOWI
NGNUMBEROFYEARSI
NBUSI
NESS

I
NFERENCE:

[
42]
I
tisobser
vedt
hat10% oft
hecompani
esar
eupt
o5y
ear
sinbusi
ness,35% oft
he
compani
esar
e6t
o10Year
sint
hei
rbusi
ness,22.
5%oft
hecompani
esar
e11t
o15Year
s,
30%oft
hecompani
esar
e16t
o20Year
s,and17.
5%oft
hecompani
esar
eabov
e20Year
s.

TABLE5:
2

TABLESHOWI
NGI
TEM I
MPORT/
EXPORTEDMOSTBUSI
NESS
NOOFEXPORTI
MPORTCARGO NO.OFRESPONDS PERCENTAGE

MACHI
NERYPARTS 1 2.
5%

GARMENTS 20 50%

FMCGPRODUCT 9 22.
5%

OTHERS 10 25%

Tot
al 40 100%

CHART5:
2

CHARTSHOWI
NGCARGOI
MPORT/
EXPORTEDMOST

I
NFERENCE:

I
tisobser
vedt
hat2%oft
hecompani
esar
edoi
ngmachi
ner
ypar
ts,

50%oft
hecompani
esar
edoi
ngGar
ment
s,

[
43]
 23%oft
hecompani
esar
edoi
ngFMCGpr
oduct
s,

25%oft
hecompani
esar
edoi
ngot
hercar
goes.

TABLE5:
3

TABLESHOWI
NGFREQUENCYI
NBUSI
NESS

NUMBER OFFREQUENCY NO.OFRESPONDS PERCENTAGE

Dai
l
y 2 5%

Weekl
y 15 37.
5%

Mont
hly 18 45%

Year
ly 5 12.
5%

Tot
al 40 100%

CHART5:
3

CHARTSHOWI
NGFREQUENCYI
NBUSI
NESS

I
NFERENCE:

I
tisobser
vedt
hat5%oft
hecompani
esar
edoi
ngbusi
nessdai
l
y,

[
44]
37.
5%oft
hecompani
esar
edoi
ngbusi
nessweekl
y,

45%oft
hecompani
esar
edoi
ngbusi
nessmont
hly
,

13%oft
hecompani
esar
edoi
ngbusi
nessy
ear
ly.

TABLE5:
4

TABLESHOWI
NGSATI
SFACTI
ONLEVEL

NUMBER OFYEARS NO.OFRESPONDS PERCENTAGE

Ext
remel
ysat
isf
ied 2 5%

Sat
isf
ied 15 37.
5%

Nei
thersat
isf
iesnordi
ssat
isf
ied 18 45%

Di
ssat
isf
ied 5 12.
5%

Tot
al 40 100%

CHART5.
4

CHARTSHOWI
NGSATI
SFACTI
ONI
NBUSI
NESS

[
45]
I
NFERENCE:

I
tisobser
vedt
hat5%oft
heVenderar
eext
remel
ysat
isf
ied.

37.
5%oft
heVendor
sar
esat
isf
ied.

45%oft
heVendor
sar
enei
thersat
isf
iednordi
ssat
isf
ied,

13%oft
heVendor
sar
edi
ssat
isf
ied,

TABLE5:
5

TABLESHOWI
NGOVERALLPROCEDUERFORREGI
STERI
NGWI
THVENDOR

REASON NO.
OFRESPONDENTS PERCENTAGE

GOOD 30 75%

FAI
R 6 15%

POOR 4 10%

Tot
al 40 100%

CHART5.
5

CHARTSHOWI
NGOVERALLPROCEDUERFORREGI
STERI
NGWI
THVENDOR

[
46]
I
NFERENCE:
Iti
sobser
vedt
hatt
he75% ofr
espondent
sar
echoosi
ngGOOD f
or
Faci
l
iti
es,15% ofr
espondent
sar
echoosi
ngFAI
Rforpr
esenceofCust
om Of
fi
cer
andr
emai
ning10% ofr
espondent
sar
enotchoosi
ngPOORbecauset
heydoi
ng
Housest
uff
.

TABLE5.
6

TABLESHOWHOW NO.
OFTI
MESVENDORPARTI
CIPATEDI
NVENDOREVALUTI
ON
PROGRRAME.

REASON NO.OFRESPONDENTS PERCENTAGE

None 9 22.
5%

Once 30 75%

Twi
ce 1 2.
5%

Tot
al 40 100%

CHARI5.
6

[
47]
CHARTSHOWI
NGNO.
OFTI
MESVENDORPARTI
CIPATEDI
NVENDOREVLUTAI
ON
PROGRAME.

I
NFERENCE

I
tisobser
vedt
hatt
he22.
5%ofr
espondent
schoosi
ngnone,75%ofr
espondent
s
ar
echoosi
ngoncebecauset
heyhav
enoanyot
herchoi
ceandr
emai
ning2.
5%of
r
espondent
sar
echoosi
ngf
ort
wice.

TABLE5:
7

TABLESHOWI
NGNUMBEROFREGULARUSEROF6DSHI
PPI
NG&LOGI
STI
CS

At
tr
ibut
es NoofRespondent
s Per
cent
age
Yes 32 80
No 8 20
Tot
al 40 100

GRAPH5:
7

GRAPHSHOWI
NGCOMPANYOFREGULARUSER

[
48]
I
NFERENCE:

Theabov
etabl
eshows

80%oft
hecust
omer
sar
esay
ingy
esf
orr
egul
aruserof6DShi
ppi
ng&
Logi
sti
cs 20%oft
hecust
omer
sar
esay
ingnof
orr
egul
aruserof6D
Shi
ppi
ng&Logi
sti
cs

TABLE5:
8

TABLESHOWI
NGRECI
VINGTHEDOCOMENT0NTI
ME

At
tr
ibut
es NoofRespondent
s Per
cent
age
Yes 32 80
No 8 20
Tot
al 40 100

GRAPH5:
8

GRAPHSHOWI
NGRECI
VINGTHEDOCOMENT0NTI
ME

[
49]
 I
NFERENCE:
Theabov
etabl
eshows,
80%oft
hecust
omer
sar
esay
ingy
esf
orr
ecei
vi
ng
documenti
nti
mef
rom 6DShi
ppi
ng&Logi
sti
csandot
her20%oft
hecust
omer
sar
e
say
ingnof
orr
ecei
vi
ngdocumenti
nti
mef
rom 6DShi
ppi
ng&Logi
sti
cs

TABLE5.
9

TABLESHOWI
NGSATI
SFACTI
ONLEVELWI
THQUALI
TY

At
tr
ibut
es Noof
Respondent
s(x) Wei
ght(
w) Per
cent
age
Hi
ghl
ysat
isf
ied 24 5 120
Sat
isf
ied 8 4 32
Neut
ral 6 3 18
Di
ssat
isf
ied 2 2 4
Hi
ghl
ydi
ssat
isf
ied 1
Tot
al ∑x=40 ∑(
xw)
=174

[
50]
Wei
ght
edav
erage=∑(
xw)
/∑x

=174/
40

=4.
4

=4(
Aver
age)

I
nfer
ence:

Mostoft
hecust
omer
sar
esat
isf
iedwi
tht
heser
vicespr
ovi
dedbyPARVEEN
EXPRESS.

GRAPH5:
9

GRAPHSHOWI
NGCUSTOMERSERVI
CESATI
SFCTONLEVEL

[
51]
I
NFERENCE:

Theabov
etabl
eshows

60%oft
hecust
omer
sar
ehi
ghl
ysat
isf
iedwi
thourser
vices

20%oft
hecust
omer
sar
esat
isf
iedwi
thourser
vices

15%oft
hecust
omer
sar
eneut
ral
wit
hourser
vices

5%oft
hecust
omer
sar
edi
ssat
isf
iedwi
thourser
vices

GRAPH5.
10

Gr
aphi
cshowi
ngal
lPARVEENEXPRESSv
endor
s

[
52]
 Fact
:Asshowni
ntheabov
echar
t,asment
ionast
hedet
ail
sofv
endor
s
r
espondent
s.Supr
emef
rei
ghtser
vicescont
ri
but
eismor
ewhencompar
ewi
th
ot
herv
endor
s.Wecanseei
nthechar
twhi
cheachv
endorascont
ri
but
elev
el
byr
espondent
s.

 PARVEENEXPRESSv
endor
sal
way
srespectt
hepr
ocessi
nandr
espondt
o
t
hequest
ionnai
rewhi
chwor
ksf
ort
hebet
ter
mentofser
vice.

GRAPH5.
11

Gr
aphi
cshowi
ng ser
vicest
heyof
fer

[
53]
 Fact
:Asshowni
ntheabov
echar
t,I
sident
if
ythev
endor
sof
ferbyt
hewayof
CHA,
trucki
ng,
war
ehousi
ng,
cont
ainerser
vice,
other
.Butt
rucki
ngi
stheof
fer
ofmor
ethanot
her
s.

 Anal
ysi
s:Var
ioust
rucki
ngcompanyusedi
nvar
iousdepar
tment
s,depi
ctst
hat
i
nfor
mat
ionshar
ebet
weent
hedepar
tmentneededt
obemadeupt
othemar
k

GRAPH5.
12

[
54]
 Howmanyt
imesy
oupar
ti
cipat
edi
nVendorev
aluat
ionpr
ogr
am?

 Fact
:Asshowni
ntheabov
efi
gur
e,Mostoft
hePARVEENEXPRESSv
endor
s
hasnotdonev
endorev
aluat
ionpr
ogr
am.2v
endor
shav
epar
ti
cipat
edi
nthi
s
pr
ogr
am,mor
ethan t
wice.But
,we hav
e ot
herv
endor
swho hav
e nev
er
par
ti
cipat
edi
nthesame.

 Anal
ysi
s:PARVEENEXPRESShasor
gani
zedt
heev
aluat
ionpr
ogr
am andt
his
pr
ogr
am seemst
obesuccessf
ul.I
ntheot
herhand,wehav
esomev
endor
s,
needst
obeencour
agedt
opar
ti
cipat
eint
hesame.

TABLE5:
13

CHARTSHOWI
NGVENDERFORNEXTTERM

[
55]
TYPE NO.OFRESPONDENTS PERCENTAGE

Mostl
i
kel
y 32 80%

Li
kel
y 4 10%

Unl
i
kel
y 4 10%

Tot
al 40 100%

GRAPH5.
13

GRAPHSHOWI
NGVENDERFORNEXTTERM

I
NFERENCE:

I
tisobser
vedt
hatt
he80%0ft
hev
endorar
edoi
ngmostl
i
kel
y,10%oft
hev
endor
ar
edoi
ngl
i
kel
yandr
emai
ning10%oft
hev
endorar
edoi
ngbot
hli
keandunl
i
kel
y

GRAPH5.
14
GRAPHSHOWI
NGWORKOFPARVEENEXPRESSOUTSOURCI
NGFROM VENDORS

[
56]
 Fact
:Aspert
hechar
t,Vendor
sser
vicesofCHAl
eveli
supt
o2,t
rucki
ngl
evel
i
supt
o4,
cont
ainerser
viceupt
o2,
war
ehousi
ngi
supt
o1.

 Anal
ysi
s:Anal
ysi
s PARVEEN EXPRESS v
endor
s ar
e capabl
e ofpr
ovi
ding
al
mostal
ltheser
vicesr
equi
redi
nthei
ndust
ry.Sowoul
dli
ket
osuggestPCt
o
uset
heseser
vicesasmuchaspossi
blet
ohav
eabet
terqual
i
tat
iver
esul
ts
(
Onr
equi
redcases)
.

TABLE5.
15

[
57]
TABLESHOWI
NGARETHEFOLLOWI
NGPARVEENEXPRESSPROCEDURES

At
tr
ibut
es NoofRespondent
s Per
cent
age
Yes 32 80
No 8 20
Tot
al 40 100

GRAPH5.
15

GRAPHSHOWI
NGARETHEFOLLOWI
NGPARVEENEXPRESSPROCEDURES

I
NFERENCE:

Theabov
etabl
eshows

80%oft
hecust
omer
sar
esay
ingy
esPr
ocedur
esofPARVEENEXPRESS
20%oft
hecust
omer
sar
esay
ingnof
orVendor
suserofPARVEEN
EXPRESS

[
58]
 GRAPH5.
16

Gr
aphshowi
ngpr
ocedur
eforr
egi
ster
ingy
ourv
endorasPARVEENEXPRESScar
go
ser
vicepr
ovi
der

 Fact
:Asshowni
ntheabov
echar
t,Mostoft
hePARVEENEXPRESS
empl
oyeesar
esai
d“Fai
r”
,2oft
hem ar
esai
d“Good”andoneoft
hem i
ssai
d
“
Lengt
hy”
.

 Anal
ysi
s:Fr
om t
heabov
echar
titshowst
hat
,PARVEENEXPRESSr
egi
ster
ing
pr
ocedur
esar
est
reaml
i
nedt
oagr
eatext
ent
.

[
59]
 TABLE5.
17

TABALSHOWI
NGSATI
SFACTI
ONLEVELOFCHA

NUMBER SATI
SFACTI
ON
LEVEL NO.OFRESPONDS PERCENTAGE

excel
l
ent 2 5%
good 15 37.
50%

f
air 18 45%
poor 5 12.
50%

Tot
al 40 100%

GRAPH5.
17

GRAPHSHOWI
NGSATI
SFACTI
ONLEVELOFCHA

I
NFERENCE:

I
tisobser
vedt
hat5% sat
isf
iedexcel
l
entSer
vicesofCHA,
37.
50%sat
isf
iedgood

ser
vicesofCHA,45%sat
isf
iedwi
thf
airand12.
50%sat
isf
iedwi
thpoorser
vicesofCHA.

Sat
isf
act
ionl
evel

[
60]
 TABLE5.
18

TABALSHOWI
NGSATI
SFACTI
ONLEVELOFTRUCKI
NG
NUMBEROFSATI
SFACTI
ON
NO.OFRESPONDS PERCENTAGE
LEVEL

EXCELLENT 1 2.
5%

GOOD 20 50%

FAI
R 9 22.
5%

POOR 10 25%

Tot
al 40 100%

GRAPH5.
18

GRAPHSHOWI
NGSATI
SFACTI
ONLEVELOFTRUCKI
NG

I
NFERENCE:
Iti
sobser
vedt
hatt
he2.
5%ofr
espondent
sar
echoosi
ngexcel
l
entl
evel
ofsat
isf
act
ion,
50%ofr
espondent
sar
echoosi
nggoodl
evelofser
vicesi
ntr
ucki
ng
and 22.
5 % ofr
espondentar
echoosi
ng f
airl
evel
.And 25% ofr
espondentar
e
choosi
ngpoorl
evel
.

[
61]
 TABLE5.
19

TABALSHOWI
NGSATI
SFACTI
ONLEVELOFCONTAI
NERSERVI
CE
NUMBEROFSATI
SFACTI
ON
NO.OFRESPONDS PERCENTAGE
LEVEL

EXCELLENT 20 50%

GOOD 10 25%

FAI
R 9 22.
5%

POOR 1 2.
5%

Tot
al 40 100%

GRAPH5.
19

GRAPHSHOWI
NGSATI
SFACTI
ONLEVELOFCONTAI
NERSERVI
CE

I
NFERENCE:

I
tis obser
ved t
hatt
he 50 % ofr
espondent
s ar
e choosi
ng excel
l
entl
evelof
sat
isf
act
ion,25%ofr
espondent
sar
echoosi
nggoodl
evelofser
vicesi
ncont
ainer
ser
vicesand22.
5%ofr
espondentar
echoosi
ngf
airl
evel
.And2.
5%ofr
espondent
ar
echoosi
ngpoorl
evel
.

[
62]
 TABLE5.
20

TABALSHOWI
NGSATI
SFACTI
ONLEVELOFWAREHOUSI
NG
NUMBEROFSATI
SFACTI
ON
NO.OFRESPONDS PERCENTAGE
LEVEL

EXCELLENT 10 25%

GOOD 20 50%

FAI
R 9 22.
5%

POOR 1 2.
5%

Tot
al 40 100%

GRAPH5.
20

GRAPHSHOWI
NGSATI
SFACTI
ONLEVELOFWAREHOUSI
NG

I
NFERENCE:

I
tis obser
ved t
hatt
he 25 % ofr
espondent
s ar
e choosi
ng excel
l
entl
evelof
sat
isf
act
ion ,50 % ofr
espondent
s ar
e choosi
ng good l
evelofser
vices i
n
war
ehousi
ng and 22.
5 % ofr
espondentar
e choosi
ng f
airl
evel
.And 2.
5% of
r
espondentar
echoosi
ngpoorl
evel
.

[
63]
 6.FI
NDI
NGS

 I
tisobser
vedt
hat10%oft
hecompani
esar
eupt
o5y
ear
sinbusi
ness,
35%of
t
hecompani
esar
e6t
o10Year
sint
hei
rbusi
ness,22.
5% oft
hecompani
es
ar
e11t
o15Year
s,30%oft
hecompani
esar
e16t
o20Year
s,and17.
5%oft
he
compani
esar
eabov
e20Year
s.

 I
tisobser
vedt
hat2%oft
hecompani
esar
edoi
ngmachi
ner
ypar
ts,
50%oft
he
compani
esar
edoi
ng Gar
ment
s,23% oft
hecompani
esar
edoi
ng FMCG
pr
oduct
s,25%oft
hecompani
esar
edoi
ngot
hercar
goes.

 I
tisobser
vedt
hat5%oft
hecompani
esar
edoi
ngbusi
nessdai
l
y,37.
5%oft
he
compani
esar
edoi
ng busi
nessweekl
y,45% oft
hecompani
esar
edoi
ng
busi
nessmont
hly
,13%oft
hecompani
esar
edoi
ngbusi
nessy
ear
ly.

 I
tisobser
vedt
hat5%oft
hecompani
esar
edoi
ngbusi
nessdai
l
y,37.
5%of
t
hecompani
esar
edoi
ngbusi
nessweekl
y,45% oft
hecompani
esar
edoi
ng
busi
nessmont
hly
,13%oft
hecompani
esar
edoi
ngbusi
nessy
ear
ly.

 As shown i
nthe abov
e char
t,as ment
ion as t
he det
ail
s ofv
endor
s
r
espondent
s.Supr
emef
rei
ghtser
vicescont
ri
but
eismor
ewhencompar
ewi
th
ot
herv
endor
s.Wecanseei
nthechar
twhi
cheachv
endorascont
ri
but
elev
el
byr
espondent
s.PARVEENEXPRESSv
endor
sal
way
srespectt
hepr
ocessi
n
6DShi
ppi
ng&Logi
sti
csandr
espondt
othequest
ionnai
rewhi
chwor
ksf
ort
he
bet
ter
mentofser
vice.

 Fact:Asshownint heabovefi
gure,MostofthePARVEENEXPRESSv endors
hasnotdonev endoreval
uati
onpr ogr
am.2v endor
shav epar
ti
cipat
edinthis
program,moret han t
wice.But,we have othervendorswho have never
parti
cipat
edi
nthesame.

 Analy
sisPARVEENEXPRESShasor ganiz
edt heevaluat
ionprogr
am andt hi
s
progr
am seemstobesuccessf
ul.Intheotherhand,wehav esomev endors,
needstobeencour
agedt
oparti
cipat
einthesame.

[
64]
 I
tisobser
vedt
hatt
he80%0ft
hev
endorar
edoi
ngmostl
i
kel
yt,10%oft
he
v
endorar
edoi
ngl
i
kel
yandr
emai
ning10%oft
hev
endorar
edoi
ngbot
hli
ke
andunl
i
kel
y

 Fact
:Aspert
hechar
t,Vendor
sser
vicesofCHAl
eveli
supt
o2,t
rucki
ngl
evel
i
supt
o4,
cont
ainerser
viceupt
o2,
war
ehousi
ngi
supt
o1.

 Anal
ysi
s:Anal
ysi
sPARVEEN EXPRESS v
endor
sar
ecapabl
eofpr
ovi
ding
al
mostal
ltheser
vicesr
equi
redi
nthei
ndust
ry.Sowoul
dli
ket
osuggestPCt
o
uset
heseser
vicesasmuchaspossi
blet
ohav
eabet
terqual
i
tat
iver
esul
ts
(
Onr
equi
redcases)
.

 80%oft
hecust
omer
sar
esay
ingy
esPr
ocedur
esofPARVEENEXPRESS

 20%oft
hecust
omer
sar
esay
ingnof
orVendor
suserofPARVEENEXPRESS

 Fact:As shown inthe abov

e chart
,Mostoft he PARVEEN EXPRESS
employeesaresai
d“Fai
r”
,2ofthem aresai
d“Good”andoneoft
hem i
ssaid
“Lengt
hy”.

 Analysi
s:From t
heabovechar
titshowsthat,PARVEENEXPRESSr
egi
ster
ing
pr
oceduresarest
reaml
inedtoagreatext
ent.

[
65]
 7.SUGGESI
ON&RECOMMEDATI
ON

 Val
ueaddedser
vicecanbepr
ovi
dedbyt
hev
endort
oPCi
nther
equi
redcases.

 Thef
eedbackandsuggest
ionscanbet
akenf
rom t
hev
endor
stoi
mpr
ovet
he
Qual
i
ty.

 Vendor
sshoul
dber
espondentf
ort
hequer
iesi
fanyont
imel
ybasi
s.

 Mor
ecoor
dinat
ioni
srequi
redwi
thsomev
endor
stohav
eaeasywor
kfl
ow.

 Thev
endorev
aluat
ionpr
ogr
am shoul
dbehel
dont
her
egul
art
imei
nter
val
sto
hav
easmoot
hwor
kfl
ow.

 Thepay
mentshoul
dbear
rangedaspert
hecr
edi
tter
mst
ovendor
s

 Asagoodv
endormanagementwi
l
ldel
i
vert
hegoodqual
i
tat
iver
esul
ts,
woul
d
l
i
ket
orecommendt
ohav
epr
opercoor
dinat
ion.

 Someoft
hePCpr
ocessi
sal
engt
hieroneaspert
hev
endor
,PChast
owor
k
ont
his.

[
66]
 8.CONCLUTI
ON

Thecommuni
cat
iongappl
aysani
mpor
tantr
olebet
weent
hecl
i
ent
sandt
he
company
.Whi
chl
eadst
oapr
obl
emat
ici
ssuei
nthecl
i
ent
send,
shoul
dhav
eapr
oper
on-
ti
medel
i
ver
yofcar
go,t
oav
oidl
osi
ngofcust
omer
s.Si
nce,PARVEENEXPRESS
Pv
t.Lt
d.Of
fer
sgoodqual
i
tyandser
vices.Themai
nthi
ngt
obef
ocusedoni
sto
mai
ntai
nthesamel
evel
ofqual
i
tyst
andar
ds.Ther
eshoul
dbeani
ndi
vi
dual
per
sont
o
communi
cat
e wi
th cl
i
ent
sther
eby getmor
e shi
pment
s ofexpor
tand i
mpor
t
busi
ness.

[
67]
 9.BI
BILI
OGRAPHY

1.Gol
dber
g,P.
K.,Knet
ter
,M,[
1997]
.GoodsandPr
icesandExchangeRat
e:What
hav
ewe l
ear
ned?Jour
nal
ofEconomi
cLi
ter
atur
e,35,
pp.1243-
1272.

2. Dor
nbusch,R,“
ExchangeRat
esandPr
ices”
,Amer
icanEconomi
cRev
iew,77,
(
Mar
ch1987)
,pg.93-
106.
3.Yang,
J.,
1997,
ExchangeRat
esPass-
thr
oughi
nUSManuf
act
uri
ngI
ndust
ri
es.“
The
Rev
iewofEconomi
csandSt
ati
sti
cs”
,79,
pg.95-
104.
4.Fr
ootKennet
handKl
emper
er,Paul
,ExchangeRat
ePass-
Thr
oughWhenMar
ket
Shar
eMat
ter
s(Oct
ober1989)
.NBERWor
kingPaperSer
ies,
Vol
.w2542,
pp.-
,1989.
5.Campa,J.
M.,andL.
S.Gol
dber
g,2005.ExchangeRat
ePass-
thr
oughi
ntoI
mpor
t
Pr
ices,
“TheRev
iewofEconomi
csandSt
ati
sti
cs”
,87(
4),
:pg.679-
690.

6.Gagnon,J.
E.,and M.
M.Knet
ter
,1991,Mar
kup Adj
ust
mentand ExchangeRat
e
Fl
uct
uat
ions:Ev
idencef
rom PanelDat
aonAut
omobi
l
esandTot
alManuf
act
uri
ng.
I
nter
nat
ionalFi
nanci
aldi
scussi
on paper
,No.389,Washi
ngt
on,DC:Boar
d of
Gov
ernor
soft
heFeder
alReser
veSy
stem.

7.Tay
lor
,J.
B.,2000.Low,i
nfl
ati
on,Pass-
thr
ough,andt
hePr
ici
ngPowerofFi
rms,
Eur
opeanEconomi
cRev
iew,
44(
7):
pp.1389-
1408.

8.
Vigf
usson,R.
J.,N.Sheet
s,andJ.Gagnon(
2007)
,‘ExchangeRat
e-Pass-
thr
ought
oExpor
t
Pr
ices:Assessi
ngSomeCr
oss-
Count
ryEv
idence’
,Int
ernat
ionalFi
nanceDi
scussi
onPaper
s,
No.
902.Washi
ngt
onDC:
Boar
dofGov
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soft
heFeder
alReser
veSy
stem.

WEBSI
TESREFERRED:

www.
exi
m-i
ndi
a.net

www.
exi
min.
net

www.
tr
adei
ndi
a.com

[
68]
 10.
ANNEXURE

Quest
ionnai
re
Name .
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
.

1,
Companyname_
___
___
___
___
___
___
___
___
__

2.Howmanyy
ear
sar
eyoudoi
ngbusi
nesswi
thpawabcar
go

 Lesst
han5y
ear
s  5-
15y
ear
s

 15-
25y
ear
s  mor
ethan25y
ear
s

3.Whati
sthei
tem y
ouar
eimpor
t/expor
twi
thPARVEENEXPRESS

 Gar
ment
s  Machi
ner
ypar
ts

 FMCGpr
oduct
s  ot
her
s

4.I
nwhatf
requencyy
ourshi
pmentt
akespl
ace?

 Dai
l
y  Weekl
y

 Mont
hly  Year
ly

5.Whati
syourov
eral
lsat
isf
act
ionl
evel
wit
hPARVEENEXPRESS.

a.Ext
remel
ySat
isf
ied{}
b.Sat
isf
ied{}
c.Nei
therSat
isf
iedNordi
ssat
isf
ied{}
d.Di
ssat
isf
ied{}

6.Howdi
dyouf
indt
heov
eral
lpr
ocedur
eforr
egi
ster
ingy
ourcompanyasPARVEEN
EXPRESSVendor
?

a.Good{}
b.Fai
r{}

[
69]
 c.Lengt
hy/
ti
met
aki
ng{}
d.Poor{}
7.Howmanyt
imesy
oupar
ti
cipat
edi
nVendorev
aluat
ionpr
ogr
am

a)None{}
b)Once{}
c)Twi
ce{}
d)Mor
ethent
wice{}
8.
Arey
our
egul
aruserofPARVEENEXPRESSLogi
sti
cs?

 Yes  No

9.Ar
eyour
ecei
vi
ngt
hedocument
sont
imef
rom PARVEENEXPRESSPv
tLt
d?

 Yes  No

10.Whati
stheSat
isf
act
ionl
evel
wit
hthequal
i
tyandser
vicepr
ovi
dedbyt
hePARVEEN
EXPRESSPv
tLt
d?

 Hi
ghl
ysat
isf
ied  Sat
isf
ied  Neut
ral

 Di
ssat
isf
ied  Hi
ghl
ydi
ssat
isf
ied

11.Whoal
lar
eyourv
endor
s?

a)Supr
emef
rei
ghtser
vice(
SFS)
b)Capi
tal
shi
ppi
ng(
CS)
c)NTLogi
sti
cs(
NT)
d)Si
est
aLogi
sti
cs(
SL)

12.Whatser
vicest
heyof
fer
?
a)CHAWor
k{}
b)Tr
ucki
ng{}
c)Cont
ainerSer
vice{}
d)War
ehousi
ng{}

[
70]
13.Hav
eyoudone/par
ti
cipat
edi
nev
aluat
ingy
ourv
endor
?
e)None{}
f
)Once{}
g)Twi
ce{}
h)Mor
ethent
wice{}
14.Woul
dyoucont
inuewi
tht
hisv
endorf
ornextt
erms?

a)Mostl
i
kel
y{}
b)Li
kel
y{}
c)Unl
i
kel
y{}

15.
.Whatar
ethewor
ksPARVEENEXPRESSout
sour
cingf
rom v
endor
s?

a)CHAWor
k{}
b)Tr
ucki
ng{}
c)Cont
ainerSer
vice{}
d)St
ati
onar
y{}

16.Ar
ethev
endor
s’f
oll
owi
ngPARVEENEXPRESSpr
ocedur
es?
Yes{}
No{}

17.Howdi
dyouf
indt
heov
eral
lpr
ocedur
eforr
egi
ster
ingy
ourv
endorasPARVEEN
EXPRESSser
vicepr
ovi
der
?
a)Good{}
b)Fai
r{}
c)Lengt
hy/
ti
met
aki
ng{}
d)Poor{}

[
71]
.
18.Howi
stheSat
isf
act
ionl
evel
ofCHA?

a)Excel
l
ent{}
b)Good{}
c)Fai
r{}
d)Poor{}

19.Howi
sSat
isf
act
ionl
evel
ofTr
ucki
ng?

a)Excel
l
ent{}
b)Good{}
c)Fai
r{}
d)Poor{}

20.Howi
stheSat
isf
act
ionl
evel
ofCont
ainerser
vice?

a)Excel
l
ent{}
b)Good{}
c)Fai
r{}
d)Poor{}

21.Howi
stheSat
isf
act
ionl
evel
ofWar
ehousi
ng?

a)Excel
l
ent{}
b)Good{}
c)Fai
r{}
d)Poor{}

[
72]
[
73]