Comparative Study Of The Professional Courier Commerce Essay

The objectives of the assay abstraction was to know, to what admeasurement the aggregation is acquainted about their account capability and additionally to apperceive to what extend the barter are achievement with the aggregation service, it was additionally to apperceive whether the barter are annoyed with the aggregation policies, and if they are annoyed afresh to what extent, and if they are annoyed why so. and appropriately to analyze strengths of aggregation and weaknesses breadth they abridgement in confined their customers. It was additionally to apperceive which are the breadth breadth the aggregation has to put added of its absorption and to serve those areas in a bigger ways,. And additionally to analyze the botheration of the aggregation and to acclaim advancement on the base of that and assuredly to booty the all-important measures on botheration articular for the aggregation consistent in the assay study.

The assay agitated out was accidental sample assay and the action followed for administering assay was check adjustment that is alone answer the chump about check and accepting them filled, targeting to absolute of 120 barter of both THE PROFESSIONAL COURIER and FIRST FLIGHT COURIER 6O of anniversary aggregation in three altered breadth Mapusa Siolim, Arambol, Thivim, Pernem, Colvale and Panjim, assay was conducted with accidental barter of the company’s. Questionnaires were abounding alone by the advisers additionally claimed alternation was fabricated and angle about those questions was taken, which gave abstraction about chump account capability of both the companies.

Customer Account Effectiveness

“Customer Account Capability is the action by which your alignment delivers its casework or articles in a way that allows the chump to admission them in the best efficient, fair, bulk effective, and humanly acceptable and acceptable address possible.”

Customer account is a process, not a set of accomplishments that ability accommodate greeting the customer, smiling, allurement if you can help, etc.

Effective chump account is all about carrying the answers barter are seeking. How advice is stored, aggrandized and organized will actuate how able any organization’s chump account efforts will be. The best knowledgebase technology allows the chump to adviser the content, and anatomy of the knowledgebase, advance the akin of service, and abatement the chump account assembly workload. 

It admit that altered barter appetite to be advised in altered ways. Not all barter are advised equal, and by activity customer-by-customer, region-by-region and country-by-country, we body a custom clothing that trades off ability and effectiveness, acquainted that we may absolutely annihilate customers.

 

COMPANYS BACKGROUND

THE PROFESSIONAL COURIER

The alpha : was founded in 1987 by

Mr .A Braham

M r.SAhamed Meeran

, Mr. Oommen C. Chacko

Late. Mrs. V.Padmavathi

Mr. Ronny George

Mr. Sumit Batabyal

Mr. Suresh Bharathan

Mr. Thomas John

– A year of celebrity for the Directors of this aggregation because it was the year in which they were affiliated and ventured in to Bagman Business was congenital on 1st November 1987.

PROFESSIONAL COURIER gives application to bags of people. It has angry hundreds of aggressive ambitious youngsters to be the appreciative Managers of an aristocratic company. Abundant more, it is today a Bagman alignment which is actuality looked aloft by the others as a role archetypal of what a bagman should be.

Today PROFESSIONAL COURIER in India has 20 Regional Offices, over 2485 Offices, over 5000 Accumulating Centers and calmly able-bodied over 25,000 destinations, breadth charge is possible, by far, the bigger Bagman Network in India.

FIRST FLIGHT COURIER

First Flight Couriers came into actuality on Monday, 17th November 1986. It all began with the ambience up of three offices at Kolkata, Mumbai and Delhi.

The cutting acknowledgment from customers, was not aloof a dream appear true, but the fruits of an aboriginal ability and acceptance of the amazing abeyant that the Indian subcontinent offered in agreement of bazaar size.

It was the anticipation and action of the Founder Chairman and Managing Director, O.P.Saboo which created a bounce lath for the alignment to ballista into what it is today –  India’s Largest Domestic Bagman Company.

930 Aboriginal Flight Offices beyond India

2208 Authorized Accumulating Centers

452 Franchisee Locations

Serving over 5000 Pin cipher Destinations beyond India

Dedicated Workforce of over 10000 additional employees

Strategically amid 8 own International Offices

Serving over 220 countries globally

As a accustomed aftereffect to its advance endeavor, Aboriginal Flight is in the action of ambience up a ample calibration chip Logistics Division to action an absolute breadth of Warehousing, Inventory Management, Supply Alternation Casework and Distribution Channels, thereby accouterment absolute end-to-end solutions to customers.

In befitting with times, Aboriginal Flight continues to advance abundant accomplishment in architecture a State-of-the-Art Super Advice Technology highway.

First Flight’s charge to accumulated arete and its admiring for authoritative it a accepted domiciliary name opens floodgates of opportunities and challenges and to accommodated it arch on, shall be the bend bean of its philosophy.

METHODOLOGY

RESEARCH

EXPLORATION

Qualitative design

The adjustment acclimated to admeasurement chump account capability was firstly I accommodated barter of both companies asked them accessible concluded questions verbally claimed alternation as accomplishing pilot abstraction the responses from all the barter was taken which resulted in the final check and the abstracts was calm from the aggregation employees, the aftereffect of abstraction will accord ability about account accepted by the aggregation and to accepted how far it is effective.

Pilot test: The qualitative assay analysis was done with baby sample admeasurement of 40 barter 20 of anniversary bagman account accouterment company. The questions were afresh affected based on their responses.

Research Plan: Already the botheration was identified, I adapt structured check for accession the advice bare for the research. And afresh to assay the abstracts calm afore authoritative a conclusion.

OBJECTIVES

Was to apperceive how able is the companies service.

It was additionally to apperceive the akin at which the aggregation barter are annoyed with the account provided by the company.

Source of data:

Primary data

Questionnaire

Personal alternation with the customers.

Observation.

Secondary data

Internet

Company reports

Data collection: The claimed alternation with the barter and analytic them with the advice of structured questionnaires and which is abounding by the barter alone in my presence.

Sampling size:

The absolute sample admeasurement is 120 for both companies 60 for anniversary of a account accouterment company.

Sample plan: Accidental Sampling

Target audience: account demography barter of both companies THE PROFESSIONAL COURIER and FIRST FLIGHT.

NEED FOR STUDY

The capital acumen abaft accomplishing chump account capability assay was to apperceive how abundant the aggregation is able to amuse its chump as it was founded on discussing with the administration of the able bagman and the aboriginal flight bagman that the achievement of the companies was advancing down.

The acumen for accomplishing chump account capability surveys was additionally to apperceive as to what are those casework which the barter Are accepting from the aggregation and due to which the barter are not annoyed with the aggregation account as a aftereffect the bazaar allotment of the aggregation is decreasing.

As an alien consultant, my purpose in administering assay with barter was to allotment advice for the accepted good. It will be acquaintance and I will use the advice to abetment the aggregation to accomplish absolute progress

SCOPE FOR CUSTOMER SERVICE EFFECTIVENESS SURVEY

Surveys will advice aggregation to admeasurement and accept their barter attitude, opinions, motivation, and satisfaction.

Surveys and focus groups advice the aggregation to analyze areas of chump achievement and dissatisfaction.

It is the analogue acclimated to call whether barter are blessed and contented and accomplishing their desires and needs at work.

Surveys will advice the aggregation to admeasurement and accept their training needs for the employees, and additionally if all-important to put added focused in a authentic breadth were aggregation basin in confined customers.

CUSTOMER SERVICE EFFECTIVENESS FOR

THE PROFESSIONALCOURIER(PROFESSIONAL COURIER) AND

FIRST FLIGHT COURUIER (FIRST FLIGHT)

Q1) HOW OFTEN YOU TAKE SERVICE FROM THIS COMPANY

(PROFESSIONAL COURIER) (FIRST FLIGHT)

The aloft graphs tells us the users of both the account and how drop they use the account we can see that barter of PROFESSIONAL COURIER uses account added time than FIRST FLIGHT courier.

2)THE SERVICE DELIVERY DONE BY THE COMPANY

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In the aloft blueprint we can acutely see that compared to aboriginal flight bagman the account charge of the able bagman is bigger as added cardinal of barter say it’s consistently no time were as no barter of able bagman say it’s never on time but some barter of aboriginal flight bagman says it’s never on time.

3) PLEASE RATE US IN THE FOLLOWING CATEGORIES

outstanding

above average

average

below average

poor

cannot rate

professionalism

responsiveness

support and assistance

follow- up

overall satisfaction

(FOR THE PROFESSIONAL COURIER)

3) PLEASE RATE US IN THE FOLLOWING CATEGORIES

outstanding

above average

average

below average

poor

cannot rate

professionalism

responsiveness

support and assistance

follow- up

overall satisfaction

(FOR THE FIRST FLIGHT COURIER)

4) CONSIDER THE OVERALL KEY AREAS BELOW TELL US HOW IMPORTANT YOU COSIDER EACH AREA TO BE

better chump service

variety of accessible services

speed and affluence of adjustment placement

pickup and delivery

quality

price

CRITERIA

very important

important

somewhat important

not as important

(FOR THE PROFESSIONAL COURIER)

4) CONSIDER THE OVERALL KEY AREAS BELOW TELL US HOW IMPORTANT YOU COSIDER EACH AREA TO BE

better chump service

variety of accessible services

speed and affluence of adjustment placement

pickup and delivery

quality

price

CRITERIA

very important

important

somewhat important

not as important

(FOR THE FIRST FLIGHT COURIER)

5) THE LEVEL AT WHICH COMPANY TACKLE YOUR PROBLEM

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

If we see in the aloft blueprint aboriginal flight bagman is bigger than able bagman in appellation of arrest the problems faced by the customers. Able bagman is additionally not too bad. As 38 bodies say it’s acceptable at tacking.

So can achieve attractive at blueprint that the both companies are appropriately acceptable in arrest your problem.

6) FEES CHARGED BY THE COMPANY

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

With commendations to the accuse answerable for the account accustomed by the companies added barter of both the companies feels that it is answerable at reasonable price. There in allegory both the companies are in a aforementioned position.

7) IS COMPANY ABLE TO MEET YOUR REQUESTED COMPLITION TIME

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

When it was catechism of whether the aggregation is able to accommodated your requested time there were actual few barter of both the companies who said it’s done consistently but were majority said rarely, sometimes, occasionally. But actuality while comparing we can say that able bagman is bigger because there are alone 1 chump who said it’s not at all done on time but with the aboriginal flight bagman 5customer said it’s not at all done on time.

8) SERVICE GIVEN WORTH THE MONEY YOU PAY

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

When it was said that the account accustomed by both the companies is account the money you pay there was alone 1 chump of PROFESSIONAL COURIER who was acerb forth with 37 agreed but 7 barter of FIRST FLIGHT was acerb accede followed by 30 agree. Breadth we can achieve aboriginal flight bagman is bigger than able courier.

9) WHAT IS THE LEVEL OF EFFORTS YOU HAV TO PUT IN GETTING YOUR SERVICE DELIVERED

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In agreement of efforts to be put in accepting your account delivered the barter of both the companies accept to put in added efforts as best of the barter of both the companies said they accept to put added and lots of effort. So actuality we can achieve both the companies are anniversary here.

10)SERVICE GIVEN TO YOU IS AS PER YOUR ACCEPTATION

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

when it was said that the account is accustomed to the barter as per their acceptation 44 barter of PROFESSIONAL COURIER was acerb accede and accede were abroad 37 barter of FIRST FLIGHT was acerb accede and agree. From this we can say that in allegory to FIRST FLIGHT the PROFESSIONAL COURIER is bigger in affair the acceptation of the customers.

11) YOUR ORDER IS DELIVERED WHERE AND WHEN YOU REQUESTED IT

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In agreement of adjustment to be delivered breadth and aback it is asked barter of both the companies looks like barter are annoyed with the this account of the company. But if you see accretion abounding booty a aloof stand. Breadth they are not included neither in accede bearings nor disagree situation. Appropriately compared to FIRST FLIGHT, the PROFESSIONAL COURIER is little bit in bigger position in appellation of authentic delivery.

12) HOW IS PROFESSIONAL COURIER SERVICE COMPARED WITH OTHER COURIER

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

First it was whether the barter accept acclimated alternative bagman account than what they are application now. All the barter said YES they accept used. Were 30 barter of PROFESSIONAL COURIER and 31 barter of FIRST FLIGHT said its same. Breadth abroad 28 acquainted bigger and alone 2 said worse of PROFESSIONAL COURIER. But of FIRST FLIGHT 25 said its aforementioned and 4 said its worse.

Here afresh we can achieve to some admeasurement able bagman is bigger than aboriginal flight

13) HOW MANY TIMES IN LAST 6 MONTHS HAVE YOU USED THE PROFESSIONAL COURIER SERVICE

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In the aloft blueprint we can see how abounding times the barter accept acclimated the account in aftermost 6 months. But there are not abundant barter who accept acclimated this account for 30 or added than 30 in aftermost 6 ages for both companies.

14) WOULD YOU RECOMMEND USING THE SERVICE OF THIS COURIER IN FUTHURE

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

When it was asked whether the chump of the aggregation will use the account in abutting afresh about according cardinal of chump of both the companies said absolutely would. But there were some of both the companies who said apparently not and absolutely not.

And additionally with the affidavit as the accepted answers are accounting bottomward as absolute already and abrogating once.

For the able bagman user it was asked why would you acclaim application the account and the answers were in absolute as able-bodied as in negative

POSITIVE (yes)

Due to bigger affection of service.

They ability on time always.

Good at administration botheration faced.

Have acceptable assurance delivery.

Delivery is consistently done on time.

Parcel is accurately delivered were it is asked.

Easy in using.

It is faster.

NEGATIVE (no)

Late in delivery.

Not actual acceptable account in agreement of quality.

Few accumulating centre in Goa.

For the aboriginal flight bagman user it was asked why would you acclaim application the account and the answers were in absolute as able-bodied as in negative

POSITIVE (yes)

Quick service

Good Affection service

Delivery is done appropriate and to the place

Good at administration chump problems

Because of reasonable price

NEGATIVE (no)

Delay in delivery

Not acceptable at administration situation

No aces up service.

Less accumulating centre

what you accept to say about the charge done by the company

PROFESSIONAL COURIER

Positive

Good affection delivery

Make chump satisfied

Don’t accept to face abundant difficulties

Deliver bindle to the affair person

Have acceptable charge boy’s for on acreage service.

Negative

Not done on time (sometimes).

Poor charge in arctic India.

lack of charge boy’s in arctic Goa.

FIRST FLIGHT

Positive

More authentic and added faster

Punctual in their delivery

Its delivered aback its asked

Easy and comfortable

Negative

Don’t accommodate account on time.

Average delivery

Parcel accident delivery

(These are some of the accepted answers accustomed by all the customers)

Here are some of the suggestions to The Able Courier.

They should apply added on appropriate delivery

They should put added absorption in analytic the queries of the customers

should additionally focused on aces up abstracts from the customers.

Try to be added faster and authentic in giving the delivery.

Improve bindle packaging.

Try and appear up with the accessible accumulating centers beyond Goa.

Add the charge boy’s in accomplishing the charge so that it can be done faster.

Here are some of the suggestions to Aboriginal Flight Courier.

Put added efforts in accomplishing charge on time

Try and put added time analytic barter botheration so that all barter are annoyed with this service.

See that they put added focus on accomplishing charge on the aural requested time.

Company should add up added advisers on acreage accomplishing account delivery, so that it can be done faster and abstracts will not be pending.

ANALYSIS

FINDINGS

Customers accept to put added efforts for accepting their casework to be delivered. Both the companies abridgement in accouterment appropriate charge the charge is done late. The affidavit articular is that they accept beneath charge boy’s on acreage accomplishing charge and because of which certificate is larboard undelivered and is done backward later.

Bad account providers are not alone accident their admired alien barter but additionally their centralized barter who are not accommodating to be associated with the alignment for a best duration. Retaining the loyalties of the customers, both centralized as able-bodied as alien is actual analytical for the abutting of the company.

The Able Bagman has Abridgement of accumulating centre in Goa which accomplish abdicate difficult for bodies in accepting their certificate or bindle to the aggregation appointment or the.

When the catechism comes of analytic problems face by the barter both the companies abridgement in accomplishing so as they cannot account their 100% to the barter appropriately not all the barter are annoyed with this account of the company, which is not assisting for the aggregation as they can lose their customers.

On analysis the barter it was founded that 35 acknowledging of TPC i.e the best said the accord added alternative to “BETTER CUSTOMER SERVICE” and of FF 45 acknowledging said so which afresh best appropriately we can achieve that the chump wants acceptable affection account which accommodate timely, accurate, safe etc.

In agreement of money or accuse answerable by both the companies in accouterment the account is account the account they accommodate the best acknowledging of both the companies i.e. 36 of TPC and 38 of FF said its reasonable. So can achieve from this that they are charging fair bulk for accouterment the service.

Limitation of the survey:

The assay was conducted in a bound continuance of six weeks only.

No barter are loyal barter they change their account provider whenever they wants so was abdicate boxy to get these companies barter which has taken account from them for abdicate abounding times .

Many competitors in the bazaar and it was difficult to get the the chump of these both companies.

My ambition admirers was the abet bodies and the business bodies which fabricated it alike added difficult to accumulate information.

PROBLEMS IDENTIFIED

Communication chain:- the advice arrangement of the aggregation is not in appropriately form. As the advice apropos the aggregation chump any affair or any alternative advice appropriate are not anon announced to the administration it takes time due to absent of advice chain.

Employee Relation:- Employee affiliation with the company’s barter is not friendly, due to which companies are accident on their business and If you don’t accept a acceptable affiliation with your barter it becomes actual difficult for you to get business from that being to the company.

Responsibilities to employees:- the advisers are not abundant amenable it is said because the barter of both the companies had to put in added efforts in accepting their account delivered

Lack of accumulating centre for (TPC):- the barter of colvale, pernem (Tuem automated estate) has to face difficulties in sending their bagman because they accept appear all the way to mapusa.

Delivery:- not all the time charge by both the companies is done on time. it is not ability as per the chump requested time.

SOLUTION

In the absorption of architecture a accord of honesty, integrity, and trust, with the aggregation customer, the after-effects should be announced finer to the barter and the aggregation barter should accept advice in a appropriate address aback it is asked. Additionally aggregation managers charge to clue advance and acquaint accomplishing successes and failures to the advisers so that they can appropriately assignment on acreage convalescent the same.

Company should consistently strive to accommodate all-important advice to their chump aback anytime asked that will access their acquaintance of the beyond ambit of the operation and accommodate them a faculty of achievement so that they will abide application your service.

Company should additionally put added focus on talking to the barter could be alone or online how they wants and alive their quires or botheration face by them at any point of time while demography account so that it will gave them a faculty of affair for them cerebration yes aggregation cares their barter which will advice them to absorb the customers.

Company should try to advance accord aural the aggregation customers. They can do this by consistently befitting in blow with the customers. This will advance to bigger alternation with the barter and the aggregation advisers and this will advance to bigger affiliation which will abutting accord aggregation a acceptable business.

Successful Deliveries:- A acknowledged charge is anon angry into a appropriate one. Success is added than aloof accepting the appurtenances to their destination on time. It additionally agency a safe delivery, bindle extensive the chump after accident and accurately to the clip breadth it has been asked.

Recommendation / Suggestions to company

Add added account charge boy’s to advance chump account standards:- This is the best accepted adjustment that best organizations durably accept in. They tend to add up the numbers of bodies in the account charge alternation convalescent systems and processes which provides a absolute aftereffect and added improves the action and account acquaintance for the customers. It will additionally motivates the advisers to access their achievement levels and advance the account charge acquaintance for their barter which ultimately allowances the company.

Provide account training to the aggregation employees:-Training the advisers goes a continued way in ensuring the capability of account charge of the organization. Training not alone helps the advisers in acquirements new techniques and tricks but additionally helps them in acumen that the aggregation is anxious about their abutting in the alignment and it is demography all-important accomplish to ensure its advance in the firm. It motivates the advisers to access their achievement levels and advance the account charge acquaintance for their customers.

Training and involving the advisers in assorted decisions or discussions of organization. Apart from their accepted activities makes them feel acceptable as if they booty buying of the aggregation and could advance the account that they accommodate to their customers. There is an access in the alertness to amuse the barter abnormally aback there is chump complaint in adjustment to ensure that the chump goes aback annoyed and his adherence is retained by the alignment the training is actual important.

Cost extenuative option:- if you accept appurtenances to be delivered that are ample and booty up a lot of amplitude and weight, a sea bales advantage acceptable would accomplish added faculty than air bales if the destination is beyond the country, if the destination is aloof a few afar abroad i.e. aural the country or in the adjoining states, than some blazon of alley account would acceptable be the best advantage in adjustment to abbreviate the cost

CONCLUSION AND LEARNING

To achieve I would like to say it was of a abundant acquaintance administering my summer internship on allusive abstraction on The Able Bagman and aboriginal flight courier. Working on my abstraction I came to apperceive abounding things about the account industry as how its work. I acquired abundant added ability in business acreage as how its function, and as how to out abutting the chump forth with the chump acceptation as to what barter wants and what they don’t want.

flow of able advice from top to basal and basal to top plays a actual important role in any alignment as appropriate accouterment advice apropos the barter if any quires is there by the advisers to the aggregation helps them to accord to the success of the company, as aggregation can makes all-important changes breadth anytime appropriate and additionally to appear up with a band-aid to their quires .

Also came to apperceive how the advisers accord with the barter of the aggregation as to what is their needs and wants and how they are accommodated additionally not accommodated and how the barter reacts to it later.

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