STUDY OF COURIER INDUSTRYATBookMyPacketCompany Ofe-group Solutions Private Limited
ByPulkit AgarwalRoll No. 2013221
Institute of Management TechnologyNagpurApril-June 2014
STUDY OF COURIER INDUSTRYATBookMyPacketCompany Ofe-group Solutions Private Limited
byPulkit AgarwalRoll No 2013221Under the guidance of
Mr. Deepak Kakkar Prof. Pradeep MazumdarMarketing Head ProfessorBookmypacket e-group solutions Private Limited IMT, NagpurSector-52, Gurgaon
Institute of Management TechnologyNagpurApril-June 2014
AcknowledgementI wish to express my gratitude towards my guide, Mr. Deepak Kakkar (Marketing Head), for his constant support and guidance. He has helped me continuously in building my concepts and providing the right direction to my thoughts. My sincere thanks to Mr. Jitender Singh Negi (operations head) for guiding me throughout the project and provide the necessary support and encouragement to complete the project successfully. Without him the project would not have seen this day of light.Furthermore I would also like to express my sincere appreciation to my SIP faculty mentor Prof. Pradeep Mazumdar, who gave direction to this whole task in a way it come out as a benefit for company as well as me. He invested his full effort in guiding me throughout in achieving the goal of this summer internship. A special thanks to my teammates who were with me all this time constantly building a confidence in me. I also appreciate the guidance given by employees of the company who continuously helped me in understanding work and culture, all minor details and all minor doubts that ever existed.Finally, I would like to thank BMP and IMT, Nagpur for having given me this invaluable learning opportunity and also all those people who extended their wholehearted co-operation in the successful completion of the project.
Pulkit AgarwalIMT, Nagpur
TABLE OF CONTENTSChapter IIntroduction & Objectives of the studyA. Value ChainChapter IIBrief description of the concepts / models introduced in the studyA. ERP(Enterprise Resource Planning)B. Packet CostingC. RTO(Return To Origin)D. SOP(Standard Operating Procedure)E. Online MarketingF. Event MarketingG. Customer AcquisitionH. TQM(Total Quality Management)Chapter IIICompany Analysis1. External AnalysisA. Industry Life CycleB. Industry DynamicsC. Porters Five ForcesD. Local Demand Conditions2. Internal AnalysisA. Competitive AdvantageB. Distinctive CompetenciesC. StrategiesD. StrengthE. WeaknessChapter IVTabulation and findings / resultChapter VInterpretations and conclusions / summaryA. Research ObjectivesB. Research QuestionsChapter VIRecommendationsChapter VIILimitations of the studyChapter VIIIScope for future improvementsChapter XIAppendicesChapter XBibliographyCHAPTER I: INTRODUCTION AND OBJECTIVES OF THE STUDYbookmypacket is an initiative of BMP eGroup Solution Pvt. Ltd. which is Indias first online courier service for domestic and international distribution system. It is the Indias first online courier service which compares the prices of various courier companies with an added benefit of home pickup and door to door delivery. In this new business model, online packet booking and delivery get instant quotes, booking and tracking your shipment online is easy and it follows user friendly steps. Just enter your packet details into the packet delivery calculator above and click Get Quotes to generate some of the best delivery process on the web. A dedicated team of professionals are there to manage this function, which adds to the operating cost of the business. BMP provides a single window distribution solution no more dealing with multiple courier partners. As a premium service BMP offers to reduce customers distribution cost and time.This company has brought a very new of its kind concept in Indian market. This company is a third party courier company. It is doing business in B2B as well B2C model but there main focus is B2B customers. For B2B they are tying up with online shopping website to do there all logistics work such as to deliver a purchased item to respective customer address and also reverse logistics operation. For B2C what they are doing different from other typical courier company is that they have launched a home pick up thing for its customers. Customers only need to fill courier detail in their website and make the payment and they will pick up the consignment from your home and deliver to any address. The back bone of this company is other courier companies too. They use other courier companies to deliver their consignment. They are just penetrating in this already established market for what reason and how they are changing the conventional way of doing logistics business. BookMyPacket a company which is providing its clients a service in about 7000 pin codes in India, which is the maximum among all Indian companies. They also provide same day delivery in Delhi/NCR region.The secret behind this is that they have discovered a unique way to do their job. They went into contract with many big courier companies to send their consignment which they receive from their customer for delivery. Because of their deal with large number of consignment they have the power to bargain with courier companies to provide them special waivered prices. Because of this discounted prices they also reduced their courier charges to their clients to a level that they can find a suitable margin to pay off their expense.When they receive consignment to deliver, all they look is which courier company is charging less for the delivery place and which courier company has good service at that region. Like they prefer Shri Maruti Courier Company for their consignment delivery in Gugrat state and Professional for southern Indian states like Hyedrabad, Tamilnadu, Kerla, etc.With all this operation Bookmypacket is also providing an active tracking system to their customers. Their point of differentiation is that they are also providing Pick up service to their customers. They provide their customers instant quotes, easily online they can book and track shipment in easy steps. Just enter your packet details into their website Get Quotes page and you will get a list of all courier companies which can provide you courier service for your packets delivery area.Mostly online retailers are tying up with other courier companies to get their supply chain work done. Because of their in ability to deliver across pan India they try to tie up with more than one Courier Company. This would cost the extra man power to segregate packets company wise. This will add to the operating cost of these companies. Bookmypacket solve this problem, they do delivery across pan India even at low cost and less time. Other than this they also provide express delivery service.Parcel sending has never been this much easy. Only to go through three simple stepsI. Enter your packet details into the booking pod aboveII. Press 'Get Free Quote' and select a service from the list providedIII. Look out for our couriers; they'll be with you in a flash!For all their delivery operations they have partnered with few big courier companies like DHL, UPS, FirstFlight, Professional Couriers, Quantium Solutions, Aramex, FedEx, DTDC, Trackon Ondot, Overnite Express and India Post.A. VALUE CHAINThe value chain of BMP can be seen as starting with the pick-up of the packages. BMP employees gather the packages from various locations such as drop boxes, businesses and residences. Value is created for the customers by making package pick-ups possible just about anywhere or anytime. BMP has a money back guarantee for those people whose packages do not arrive on time, therefore creating value by assuring timely delivery of the packages.After the packages are initially picked up, they must then be transported to a hub. The hub is a central location where packages are sorted according to their destinations. The packages will likely pass through many hands before reaching their final destination. The packages stay at the hub until they are picked up and shipped either by truck or plane.The package delivery is probably the greatest value creation activity for BMP. The drivers of the planes and trucks must perform their activities efficiently to increase the perceived value of the service. The drivers must absolutely no matter what, get the packages to their destinations on time, and they do a good job in doing so. By meeting and exceeding the customers expectations value is increased with each positive result.The final primary activity is customer service. This function is to provide after sales service and support, however, BMP provides customer service during the use of the service by letting customers track their package while its in route. This creates extreme value for customers because they are able to check the status of their package at any given moment for an increased sense of security. Each of the primary activities is able to take place due to support activities such as company infrastructure, which is planes, buildings, trucks etc. Information systems, another support activity, allow the customers to track their products and place orders on-line. Materials management and human resources are additional support activities. Materials management can also be referred to as logistics, or the flow of goods or services through production into distribution. Overall, the support activities allow the primary activities to take place and function correctly. BMP has a competitive advantage with their information systems and possibly company infrastructure. Their advanced information systems allow for precise package tracking, which few other companies offer. The customers can track their package by way of the Internet, without having to contact someone from customer service, which can be very time consuming. Other companies provide tracking numbers for packages but often times it is a hassle to track down a package.My internship was based on Operations and marketing of BookMyPacket. The internship was divided into 4 stages. The first stage was introduction to courier industry and BMP. It took one week for them to tell us about this industry. The second stage was to knowing their operations and completing the project of operation on SOP Operations and RTO process. It took us three weeks for understanding their process and completing our operation project. The third stage was to market them as its a startup company and its visibility is low so to increase its visibility we were engaged to do marketing through digital media and conducted a quiz. It took us three weeks for spreading awareness and conducting quiz. In the final stage we conducted a survey for their employees satisfaction and retention.Chapter II: BRIEF DESCRIPTION OF THE CONCEPTS
Concepts learned at BMP :A. ERP:Enterprise Resource Planning is business management software which is used to collect, store, manage and interpret data from many business activities. It is the backbone of the company based on which the companys future and present decision are taken. This technology provides an interface for both client and company employee to facilitate their work. For client it is for enquiry and booking purpose. For employee it is for internal operation purpose. For client parcel tracking enquiry they have to show them packet status. But as they are not using their own courier service so they have to rely on the services of their other courier partners. So ERP package help them to fetch status of each packet from other respective courier companies website. All courier companies use their different terminologies for their status. This is again a challenge for BookMyPacket as for client enquiry they cant show a different status every time. For maintaining a uniqueness and easy understanding of the status BMP came out with their own status quotes which can be easily understand and interpret by the customer. For that they are coding other companys status into a common 28 types of terminology. Like Delivered Packet Received At Operation Facility Packet Forwarded To Destination Attempted Delivery - Payment not Ready / Delivery Rescheduled Awaiting alternative instructions from consignee Consignee refused to accept shipment Contact Customer Service Damaged in transit Deliver Attempted - Access Restricted Deliver Attempted - Incorrect Address Delivery Attempted - Address not found Delivery Attempted - Door/Office Closed Delivery Delayed - Contact Customer Service Flight delayed due to Bad Weather In Transit Lost In transit Out for delivery Packet - out of delivery area Packet miss-route Packet on hold Packet redirected Payment Authorized Payment Failure Return to Origin - Declared Return to Origin - Delivered Return to Origin - In transit Shipment Destroyed/ Disposed Undelivered : Customer Not AvailableB. PACKET COSTING Packet costing is done on the basis of volumetric and actual weight. The final cost is taken on the basis of whichever weight is higher.Actual Weight: The measurement of actual weight is taken by a weighing machine.Volumetric Weight: In volumetric form, the volume will decide the weight. The length, breadth and height measurements will be taken, after that the surface formula will be applied.Actual weight is same for all the companies as it is taken on the weighing machine but for volumetric weight different companies use different formulas. The formulas used by some big companies are:-CompanyModeMeasurementsRemarks\ServiceMin. acceptable weight
DTDCFlightL*B*H/5000
SurfaceL*B*H/4750
Air Express & CragoL*B*H/6000
FedExL*B*H/5000--
DHLL*B*H/5000--
UPSL+(2*W)+(2*H)Packages can be up to 150 lbs (70 kg),-
Packages can be up to 165 inches (419 cm) in length and girth combined.-
Packages can be up to 108 inches (270 cm) in length.-
First FlightDomestic Cargo(First Wheels)L*B*H/2700--
Other ProductsL*B*H/6000--
Bluedart--Domestic Priority0.5 Kgs
--Regional Priority0.5 Kgs
--Dart Apex10.0 Kgs
--Smart Box - 25 Kg25 Kgs
--Dart Surface line10.0 Kgs
--Airport to Airport5.0 Kgs
--International0.5 Kgs
--Jumbo Jr - 10 Kg10 Kgs
--Jumbo Box - 25 Kg25 Kgs
For BMP the standard volumetric weight is calculated by L*B*H/5000.#where L= Length B=BreadthH=HeightBMP calculates the cost of the shipment on the basis of volumetric or actual weight whichever is higher.C. RTO (RETURN TO ORIGIN)Sometimes, there arises some situations that the packet is taken back by the courier person itself and no delivery is done. So the packet is sent to the origin itself, where in this case is Bookmypacket address mentioned on that packet. The situations in which such things done are:-i) In case of consignee refused to accept shipment due to delivery at wrong address or may be due to delivery of wrong product.ii) Sometimes the packet gets damaged in transit. So in this case also consignee can refuse to take the shipment.iii) In case of incorrect address it is sent back to the hub.iv) If consignees door is closed and no one is responding at the time of delivery then it is delivered once again next day and if then also no one is receiving then it is sent back to the hub.Here twice courier companies are used to deliver packet. One from warehouse to destination and again back to warehouse and then to origin. BMP put its stickers to all packets as part of its process. As most of the packets come from the online retail companies like Jabong.com, Tradus.com, Infibeam.com, Pupkart.com etc. so BMP doesnt want the retailers to know by which courier BMP is sending. At the time of RTO, BMP has to return the packet so it removes the courier sticker and all its details from the packet.D. STANDARD OPERATING PROCEDURES (SOP):Standard operating procedures (SOP) are a detailed written explanation of how a policy is to be carried out in a company. It is different form policy document as SOP is a more detailed version than policy document. The SOP must be written in such a way that it can explain Who will perform the task, What all is necessary for the whole task, Location or environment where the task can take place, The right time to perform the task, And in what manner a task can be performed.
SOP explains the whole process in a detailed step by step and detailed manner that it enable anyone in your company to perform the task every time in a consistent manner. It act as an instructional document that helps a companys employee to do a task without any direction, guidance or reassurance. Employee is accountable for any mismatch in the expected result as there expectation is also documented in the SOP and their performance is measured against the SOP.Basic purpose of SOP is to Provide a framework for providing direction and structure of tasks performed in a company, A document for best consistency every time Tells how to perform, when to perform, who will perform and where to perform Provides you a foundation for other business operations
E. ONLINE MARKETING: At BookMyPacket many marketing activities are done online. Online in the sense that company among its employees divide the rights of different social media like Facebook, Twitter, Blogs, etc. Duty of the employee is to keep the name buzzing on all medias. Posting pictures, videos, events, articles, etc. just not to let forget BMP from peoples mind.
F. EVENT MARKETING: Event marketing is one of the way to create a deep impact on mind of people. It is one of the fastest growing field in the field of marketing. There are no hard and fast rule how an event marketing activity should be done. Event marketing can be done at low cost as compared to media marketing. Event marketing means involve your target customers in such activity that attracts them. People must also show interest in that activity. While panning for an online event one must:- Set the purpose of that event. It must take participants focus to the point where company wants to have. Set your goals for the event. As it require a lot of work a checklist need to be prepared so not to let go anything. Prepare a budget for the event. Based upon the participating you are targeting toward, accordingly plan your budget. As it require a lot of work, volunteers need to be gathered event conduction. Time and place of the event must be carefully chosen. It must be on an easy approach for all participants. Planning for logistics and promotion need to be done prior.
G. CUSTOMER ACQUISITION:At BookMyPacket, its one of my duty of customer acquisition. My task is to search for small scale online retailers who send their products through courier. All of these companies are Delhi NCR based, as this location is close to BMP warehouse.We have to find contact of suitable online retailers in Delhi region or such kind of business whose operation require transferring of courier packets PAN India. So that company can go into contract with them for their logistics work. After collection of contact our duty is to contact them and try to fix a meeting with them to propose our offers to them in personal. Few points to remember in customer acquisition process.
Remember that first impression must always be impressive. Keep it prepared. Contacts of some top management persons will always help and support in easy conversion. Dont lose on any contact. If you are not able to find any contact number or e-mail address. Try to visit their office and try to take an appointment. Be prepared for the meeting. Make a thorough study of that company and how you can help them.H. TOTAL QUALITY MANAGEMENT: Total Quality Management or TQM is an integrative management philosophy aimed at continuously improving the performance of products, processes and services to achieve and surpass customer expectations. It practices towards achieving quality performance and tactically important for gaining a competitive advantage to the organizations .This research presents the following objectives that are to explore the relationship between each of the Total quality management practices and quality performance in an organization. The total quality management practices in an organization are leadership, process management, information analysis, customer focus, supplier relationship quality system improvement, continual improvement and people involvement. All of this total quality management practices can lead to the quality performance of the organization.The purpose of this paper is to explore the relationship between total quality management practices in Bookmypacket.com, Gurgaon. The data were analysed using correlation analysis to find out the relationship between each of Total quality management (TQM) practices with quality performance. From the findings, it revealed that Total quality management (TQM) practices were found to be partially correlated with quality performance. It is also found that where customer focus and continual information analysis and people involvement were perceived as dominant Total quality management (TQM) practices in quality performance. The outcome of the study could provide valuable knowledge to top management of ISO 9001:2000 certified to refine their quality management practices and subsequently improve Quality performance.
Chapter III: COMPANY ANALYSISBefore we begin with doing BMPs Company analysis it is important to know the BMP personals and their past experience.
As it is a startup company so right now they have only one branch in Gurgaon and its sub branch at Mahipalpur, Delhi. The Mahipalpur branch is controlled by Gurgaon branch only. These people are the main reason behind the success of the BMP. As they all have a minimum 5 years work experience in the logistics or e-commerce industry which is helping them to build contacts and getting business in the initial phase.Companys analysis has been divided into 2 main categories i.e. External and Internal Analysis. The external analysis is as follows:-1. EXTERNAL ANALYSISA. Industry Life CycleBMP offers a wide range of transportation services and they accommodate to the widest range of shipments. BMP is in the shipping services industry, which is an oligopolistic industry with few established competitors. The shipping services industry can be classified as being in the mature stage of the industry life cycle. The few competitors in this industry, such as UPS, DHL and USPS, in addition to BMP, each have their own brand loyal customers and low cost operations that create significant barriers to entry into this industry.As for the intensity of competition, in mature industries "companies tend to recognize their interdependence and try to avoid price wars." For mature industries a stable demand reduces the threat of intense rivalry between the established companies. However, unpredictable economic activity can cause a "trickle down" effect, such as a slump in an economy causing a decrease through-out industry demand, and as companies fight to make money a price war begins among companies in an industry, therefore, price leadership can be broken down by unpredictable future events.B. Industry DynamicsThe courier industry is very dynamic. The variety of consumers needs to explain the energetic nature of this industry. Global Corporations, E-Commerce Companies, small businesses, as well as individual consumers all have a need to ship packages or documents to other businesses or individuals; however, the nature of these services will vary. Retail Industry, Tradus, Flipkart, Snapdeal, Myntra for example, these are big companies that depends on shipping their products to a large extent, due to their large shipping volume, their shipping needs call for specific conditions provided by their shipping service provider, so they require discounts on large quantity of shipments. In addition, they can use BMP for aid with the customs documentation that is required for shipping internationally. The shipping industry needs to reflect the dynamics of other industries to keep up and sustain in todays ever changing environment. The major innovation that has reshaped the courier industry and changed the world in the past decade is the Internet. With the use of internet and information technology, customers do not have to drive to drop of their packages at the nearest location any more. They can simply order a pick up on the internet or by calling in. This technology also makes it possible for customers to receive information on the shipment status at any time. This might seem as an established form of doing business in courier industry. So, BMP started its online booking service seeing the trending courier industry. This is the first online courier company in India in which customer can easily book their packet with some easy steps. Seeing the trend from last 5 years in India that more online customers are increasing and online companies are getting a very good response, found the basis of generating an idea of online courier. The courier industry like many other industries, constantly strives to incorporate technological innovations to meet their customers ever more sophisticated needs. BMP is not alone in the transportation industry that implements new technology in their way of doing business. C. Porters Five ForcesApplying Porters five forces model to the industry is not an easy task provided that BMP provides various shipping services. For simplicity, we examined and applied the Porters five forces model to the ground and air-shipping sector. In BMP, these two services are the prominent which is given to the packets depending upon the customer requirement and the urgency of the packet. 1. Risk of new entry by potential competitorsBMP is a third party courier company so its biggest threats are its own courier partners (BMP, DHL, Aramex, Blue Dart, UPS etc.). But right now BMP is the only courier company in India with such a concept, no other courier company in Indian has come up with this concept As BMP is a new entrant in this market and is struggling with its giant customers who have captured the market since decades, its tough in the beginning. Now its been 5 years for BMP in this industry so entry of a competitor will not affect too much its business.2. Extent of rivalry between established firmsThe shipping service industry faces rigorous rivalry for market share. Established companies have to strive for continuous improvement in quality, lowering price, and innovation. There is very low switching cost for consumers in this industry making rivalry even more intense. In addition, intense rivalry is also due to the fact that maintaining the infrastructure of an express delivery company presents an exit barrier due to high fixed costs. Established players in courier industry compete rigorously for a market share, the company who responses first to the constantly changing environment win. Established companies have to strive for continuous improvement in quality, lowering price, and innovation but company like BMP has to strengthen its backend first and then think of its marketing so that if bulk orders come then it should have so much capacity and resources to fulfil them. 3. Bargaining power of buyersIndian market is the price driven market, anyone who offers less price with quality service will win the competition. Since there are many players present in the market so the bargaining power of large buyers in courier industry is high. Cost associated with switching from one Courier Company to another is very low. Therefore, buyers can turn to a courier provider that offer faster service, lower price, or service innovation with ease. This is especially true for large corporations, like IBM, which ships in large volumes and can bargain quantity discounts.4. Bargaining power of suppliersBMP relies on totally on its courier partners and do not has any its own suppliers apart from it. So bargaining is done on the packets for volumetric weight and their actual weight. As most of the packets come under kg and 1kg so having a discounted rate on this segment can affect a lot of its business.5. Threat of substitute productsThere are not many substitutes to shipping. In this day and age where many businesses have strong online presence and a small physical presence, it would be difficult to find a substitute in delivering their product. Shipping services are very much similar to a commodity, in that it is not easily replaced with another service or even a similar service.
Graph 1: Porters five forces model BMP Corporation
Suppliers PowerLOWPotential CompetitorsMODERATE to HIGH-FabFurnish, Myntra, ebaySubstitute ProductsLOW- Shipping - commodityBuyers PowerHIGHlarge buyerslow switching costExisting RivalsHIGH- BMP, UPS, DHL
E. Local Demand Conditions:Online retail stores in India has created boom for courier industry. Now pressure has been created on BMP, as well as its competitors, to constantly upgrade its services. As customers continually desire their shipments delivery faster and cheaper, the shipping service industry must constantly improve its services and customer responsiveness. The rivalry of existing competitors is very intense and the low buyer switching cost only fuels it. Specific shipping needs of various companies and individuals demand innovative approaches and the extensive use of technology in this industry. 2. INTERNAL ANALYSISA. Competitive AdvantageBMP does not have a competitive advantage in the courier industry because their return on investment is below the industry average. As BMP is a start-up company and right now its main focus is to acquire market share as much as possible. The average return on investment for BMP over the past four years is in negative and the industry leaders four-year average is around 25%. The industry average is figured to be just above 20%. With such a low return on investments, BMP does not appear to have a competitive advantage in the shipping services industry.B. Distinctive CompetenciesBMP possess some distinctive competencies as compared to its competitors. BMPs existing competencies include same day delivery challenge, door to door pick service and a fierce commitment to innovation and technology. These competencies enabled BMP to become the premier express delivery company in the courier industry. Although BMP is not marketing itself, but still these competencies will enable BMP to make inroads and eventually gain a competitive advantage in the shipping industry.In this fast growing world BMP understands the need and urgency of couriers to deliver rapidly, so they came out with same day delivery in Delhi/NCR region. No courier Company till now in India have come up with this approach. So if anyone from Delhi/NCR needs to send an urgent package to Delhi/NCR region he can easily deliver it at no speed. BMP is planning to extend its company to Mumbai, Hyderabad and Kolkatta, so that people living in metropolitan city can send their packages to their dear ones at no cost.BMPs next existing competency is door to door pickup service. BMP is the only company who is working towards the customer comfort. After watching the online shopping a great success in India, BMP thought to start an online booking of packet so that the customer can book their packet online and BMP delivery boy will come and pick the packet from customers given address. C. StrategiesThe current strategies that are pursued by BMP do build on the distinctive competencies that they have built upon. BMP continues to offer faster delivery times and expand their global network. On May 2nd 2014, BMP announced that they would be offering rate of flat Rs 21 per kg for delivering packets to metropolitan cities (Mumbai, Delhi/NCR, Kolkatta, Chennai, Bangalore, Hyderabad).This further defines in the minds of its customers of BMP as low fare providing company for metropolitan city as we cant see its competitor not even charging money for kg and that to so less fare. Another strong offering of BMP is its door to door service which aims at giving customer comfort and reducing their efforts. This will continue to build their distinctive competence of offering services where no one else does. BMP has established themselves as an industry innovator of moving into new markets, putting them one step ahead of the competition. When the competitors of BMP decide to finally move into that market it will be difficult to make up the step that BMP has already established.D. StrengthsBMP is innovative in coming up with new ways to add value to their customers experience. They have always been willing to embrace new technologies as well as create some of their own as shown in the example of BMP using wireless technology to better track packages as well as launching its website which lets customers track their packages till it reaches its destination. They are responsive to their customers needs, as is evident in BMP extending their drop-off times to better suit the needs of their customers. Booking packets online and letting the customers to choose their own preferred courier company gives a sense of pride in the minds of the customer as they can compare the price of the couriers and accordingly select the company. Apart from this, providing service like free home pickup of packet makes the life of customer more comfortable. E. WeaknessesBMPs weaknesses derive from their inability to expand properly on large scale. The main reason for this is its back end. The back end of BMP is its operation and as the operation Department is still not suited to take loads of packet and do the efficient work properly. They are converting from manual work to software work, which is running on a Beta version so it has to done as possible so that Marketing team can go in the field and play their role. Apart from back end it has not created its brand equity in the market as BMP does not have much money to spend on its marketing so due to which it is difficult to create trust among its customers.3. LIFE CYCLE OF A PACKET
CHAPTER IV: TABULATION AND FINDINGS / RESULT
The study of TQM is dealing with Total Quality Management of an organization. For a company like BookMyPacket, startup concept of TQM is very relevant as efficiency, coordination between departments; employees will keep the organization move forward. TQM relates organizations practices with quality performance. TQM is a management philosophy in-order to integrate all organizational that exists in a country. In BMP the different organizational departments are Operations, IT, Finance, Marketing and customer support so that customer demand and customer satisfaction can be met. So setting a standard co-ordination amongst different department will enhance organizations performance. TQM may not be applicable to all industries. It is being used as a guideline by organizations business department to improve their quality and performance. This study is being conducted to find out that up to what extent individual parameters like Leadership, Process Management, Information Analysis, Customer Focus, Supplier Relationship, Quality System Improvement, Continual Improvement, People Involvement are related to the Quality of performance.We concluded TQM in this company whose main objective was:-A. RESEARCH OBJECTIVEi) To identify the relationship between leadership practices with the quality performance.ii) To identify the relationship between process management and quality performance.iii) To identify the relationship between information analysis and quality performance.iv) To identify the relationship between customer focus and quality performance.v) To identify the relationship between quality system improvement and quality performance.vi) To identify the relationship between continual improvement and quality performance.vii) To identify the relationship between people involvement and quality performance.As quality was the main focus for this study so we had to solve these basic questions for our study:-B. RESEARCH QUESTIONi) Do the leadership have relationship with quality performance?ii) Do the process management have relationship with quality performance?iii) Do the information analysis have relationship with quality performance?iv) Do the customer focus have relationship with quality performance?v) Do the quality system improvement have relationship with quality performance?vi) Do the continual improvement have relationship with quality performance?vii) Do the people involvement have relationship with quality performance?This analysis is based upon the employees of the company as it is also important to study the type of customers or employees who are filling your surveys.AGE
20-24741%
25-29741%
30-34318%
35-3900%
40 Above00%
The maximum employees are in the age group of 20-24 and 25-29. Employees in the age group of 20-24 are 7, in 25-29 there are 7 , in 30-34 there are 3. There are less senior employees thus the company should go for hiring.EDUCATION
10th00%
12th212%
Diploma16%
Degree1482%
The maximum employees have the degrees , around 82% employees have the degrees.WORK TENURE
1-5 Months847%
6-12 Months424%
12-18 Months00%
Above 18 Months529%
The maximum employees are new in the company. 47% employees have the work tenure of 1-5 months in the company. CHAPTER V: Interpretation and Conclusion/ SummaryThe responses of these employees were studied and a correlation was developed between the quality and various parameters like leadership, customer focus, process, people and continuous improvement. Sr.No.ParametersCorrelation Value
1) Leadership0.180506
2)Process0.241546
3)People-0.08126
4)Continuous Improvement0.063104
5)Customer Focus0.438433
From our study of this courier company Bookmypacket we found out that it is not suitable to apply TQM (Total Quality Management) in this company. Right now the company is new comer in this market. It is operating with very few employees (near about 20). With having this few numbers of employees they are heavily dependent on duty of individual employee and it is quite easy to handle them. Because of having this few numbers of employees it is easy for them to take care of their employees when it comes to their financial issues like perks allowances and health. It is easy for management to well distribute work among their employees based upon their skills. Through our survey we found out that company consider their employees suggestion and feedback which shows that employee empowerment and engagement is good inside company. TQM will only help if they have good number of employees. Through our survey we found out that in this company correlation between leadership, process, people, continuous improvement and customer focus with quality is 0.180506, 0.241546, -0.08126, 0.063104, 0.438433. In all attributes correlation is very less except in customer focus.Through this survey we found out that total quality management is not needed for this company. Only the correlation between customer focus and quality is high. Right now company is in its growth phase it is important Bookmypacket to only concentrate toward customer focus.
CHAPTER VI: RECOMMENDATIONSQuality is directly related to customer satisfaction as it will be the customer who will pay for the commodities and services that any business enterprise will provide. Total Quality Management was developed way back in 1920s by Japanese. Since then, it has evolved and influenced many sectors in the business world. Number of studies has been performed to help out the assessment of an organisations quality standards and direct the institute towards the regions that need upgrading with respect to quality management or control.TQM can be widely discussed. Its a joint effort of staff employees and managers. Its a tool that firm put into operation to see and to uphold business profitability. The main goal is to improve the service & products and not the profit of the company.An organisation can uphold their strategies for uninterrupted development and to form a total quality tradition through the planned implementation of TQM.By implying Total Quality Management tool, BMP can commit for continuous improvement. TQM is the key for business improvement and vital for management in view of fact that it is crucial for effectiveness and competency. The assumption of TQM is to create services that meet customers needs & wants in a highly satisfactory manner. Here we are trying to study BMP operations, and will seek to understand how TQM processes will be implemented. It will lead the company to success as there will be significant changes in services for improving the quality of service and customer satisfaction which would result in increased competitive advantage. This study will explore the humble beginnings of bookMyPacket as its trying to move itself into the countrys largest courier service provider company by putting into practice the principles of Total Quality Management. As TQM is directed towards customer satisfaction, it can be considerably examined within the framework of BMPs corporate culture.BMP always try to please customers through the services which it offer to customers in the most effective means possible. The company is shifting from efficiency to quality in order to remain competitive in changing business environment of distribution industry where customer service seems to have become a vital part. The execution of TQM is not that easy. It requires involvement of every employee including top management to middle management. Commencing it requires to introduce the principle clearly to every employee in the company. Then, after being aware, participation should be enforced. Performances of the employees are determined by satisfaction.CHAPTER VII: Limitations of the studyThe scope of study is only covered at Bookmypacket.comThe study only covered at Bookmypacket.com, and cannot make comparison with their competitors such as FEDEX, DHL, BLUEDART and others.Time constraintThe time for this study is short, so the study cannot be too broad which only focus on one subject as the time constraint where it limit the study.Data collectionThe data collected for this study is limited, where the some of the data from the company is confidential.RESEARCH HYPOTHESESThe main objective of the study is to establish the link of TQM practices and quality performance BMP. This lead to the following hypotheses:H1. Leadership is positively related to quality performance.H2. Process management is positively related to quality performance.H3. Information analysis is positively related to quality performance.H4. Customer focus is positively related to quality performance.H5. Quality system improvement is positively related to quality performance.H6. Continual improvement is positively related to quality performance.H7. People involvement is positively related to quality performance.
CHAPTERVIII: SCOPE FOR FUTURE IMPROVEMENTS 0. BMP is becoming popular in Delhi/NCR region, so it should plan to open its branches in different parts of India also. Starting with tier1 cities like Mumbai, Kolkata, Ahmedabad, Bangalore, Chennai. The cities mentioned here will cover mainly major parts of India, moreover they are spread in all four directions in which will help them to reach maximum customers and spread their business. They will also act as a hub as BMP entirely trust on its courier partners so if any customer who places order online and resides in Chennai, then the courier will reach BMPs hub first from their the courier will be assign thus not only saving time but also cost.0. Without proper IT, company cant grow. BMP is facing some issue in its IT and is lagging in good IT. If it plans for expansion in future then a Java based IT and an ERP (Enterprise Resource Planning) software is must so that all the incoming and outgoing of packets from any branch at any time can be viewed by staff.0. RTO means Return to Origin. It arises when a packet is returned from the destination.so when it reaches BMP hub proper steps are need to take so that it doesnt take much time and it should reach the client from whom the packet was sent properly. It is generally done for B2B customers. Keeping in mind the time factor and human capital factor, we interns designed one process which made significantly difference in their operational work.BeforeAfter
It was used to do in 2 sheets one sheet for entering the data in which we enter the details of the packet for internal use. And another sheet was DRS (Delivery Run Sheet) in which we put all details about the packet to be shared with the client with whom this sheet is to be shared. In this only one sheet was used to enter all the data. The sheet was divided into 2 segments, in one segment the inward of all RTO packets were done and in another segment DRS was done.
Both the sheets are filled at different time intervals. One at the entry of the packets by courier salesperson and another at the time of making the motherbag. As it is a single sheet so it is filled once and saves a lot more time.
Safety is the major concern as the packets are packed in motherbag later. So misplacing of packet can occur at any time.As entry of packets is done immediately so the motherbag is packed and thus packets are secured.
CHAPTER IX: APPENDICESRESEARCH METHODOLOGYResearch Methodology is the method to collect and analyse the data. First, a brief discussion of the sampling frame and the participants is provided. Next, the research variables and hypotheses are presented, and finally data collection procedures and data analysis are discussed.DATA COLLECTION METHODThis study conducted using one type of data collection method which is primary data.PRIMARY DATAPrimary data are originated by the researcher for the specific purpose of addressing the problem at hand. For this study purpose, the primary data collection was taken from the communicating with the employees of BMP and also through distributing questionnaires.QUESTIONNAIRESThis study also using standardized questionnaires in order to increased speed and accuracy of recording and facilitate data processing. A set of questionnaire was designed and distributed to the targeted respondents to find out the information needed and related to the objectives of study. The type of questionnaire being used in this research is Likert scale. A Likert scale is aPsychometric scale commonly used in questionnaires, and is the most widely used scale in survey research, such that the term is often used interchangeably with rating scale even though the two are not synonymous. When responding to a Likert scale questionnaire item, respondents specify their level of agreement to a statement.RESEARCH DESIGNResearch design is a master plan specifying the methods and procedures for collecting and analysing the needed information. And for doing research at BMP, its employees will be used.RESEARCH SAMPLINGTARGET POPULATIONThe collection of the elements or objects that possess the information sought by the researcher and about which inferences are to be made is Target population. In this scope of study, the target populations are the employees at Bookmypacket.com. The target population for this study is the company employees itself.DATA ANALYSIS PROCEDUREIn data analysis, all the data that has been gathered from the completed questionnaires will be analysed by statistical package for social science (SPSS). The frequency distribution, percentage analysis and cross tabulation of data are analysed and interpreted to derived information.PRELIMINARY ANALYSISPreliminary analysis was done to see the distribution of demographic factors of respondents which include respondents gender, age , work tenure .The primary objective of preliminary analysis is to organize the data into classes.CORRELATION ANALYSISCorrelation analysis was used in this study to determine the relationship between independent variables with the dependent variables. It measured by the Pearsons coefficient of correlation.
The questionnaire which we made for the survey was:- Age* 20-24 25-29 30-34 35-39 40 AboveGender* Male FemaleEducation* 10th 12th Diploma DegreeWork Tenure* 1-5 Months 6-12 Months 12-18 Months Above 18 MonthsTop Management ensures that every employee knows the company's mission and business objectives Strongly Disagree Disagree Neutral Agree Strongly AgreeTop Management strongly promotes staff involvement in quality management and improves activities Strongly Disagree Disagree Neutral Agree Strongly AgreeManagers and supervisors empower employees Strongly Disagree Disagree Neutral Agree Strongly AgreeCommunication links are established between employees and top management Strongly Disagree Disagree Neutral Agree Strongly AgreeTop Management takes care of employees well being( E.g. Welfare, Health and safety provisions, etc) Strongly Disagree Disagree Neutral Agree Strongly AgreeDo managers encourage innovation? Strongly Disagree Disagree Neutral Agree Strongly AgreeSystem and procedures for quality assurance are implemented Strongly Disagree Disagree Neutral Agree Strongly AgreeThe employee involved in different process know how to evaluate them Strongly Disagree Disagree Neutral Agree Strongly AgreeIs the work properly distributed among the employees Strongly Disagree Disagree Neutral Agree Strongly AgreeWhether work schedules designed are full-proof and stable? Strongly Disagree Disagree Neutral Agree Strongly AgreeInformation on operational functionality are properly collected and analyzed Strongly Disagree Disagree Neutral Agree Strongly AgreeEmployees opinions are heard and acted upon Strongly Agree Disagree Neutral Agree Strongly AgreeEmployee performance are measured and recognised Strongly Disagree Disagree Neutral Agree Strongly AgreeQuality Improvement tools and techniques are widely used Strongly Disagree Disagree Neutral Agree Strongly AgreeWhether training is provided to the employees Yes NoIs team approach encouraged for problem solving Strongly Disagree Disagree Neutral Agree Strongly AgreeMethods are discussed for problem prevention Strongly Disagree Disagree Neutral Agree Strongly DisagreeDo you have a system for gathering client feedback Yes NoDo you have a system for gathering employees feedback/ exit interviews Yes NoAre employees empowered to make significant changes to operational methodolgy Full Empowered Only Key persons are Empowered Empowerment is not needed Can't SayAre rewards and recognition given for performance Yes No2. Scale them from 1 to 53. 1 is least important and 5 is very important12345
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CHAPTER X: BIBLIOGRAPHYWebsites:www.bookmypacket.comwww.dhl.co.inwww.ups.comwww.fedex.comother referenceshttp://www.ehow.com/info_8440743_marketing-standard-operating-procedures.htmlhttp://easyonlinebooks.weebly.com/uploads/1/1/0/7/11075707/tqm_in_courier_companies_in_india.pdfhttp://www.studymode.com/essays/Tqn-In-Courier-Company-434575.htmlhttp://homeofservice.com/library/5313/a-research-proposal-on-tqm-in-courier-companies-in-india/#.U7owhvmSzfc
