1 A SUMMER TRAINING REPORT ON “A Study of Customer Satisfaction Regarding Custom Clearance Service” (With Special Reference to Om Freight Forwarders) SUBMITTED IN THE PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (TWO YEAR FULL TIME PROGRAME) 2015-2017 SUBMITTED TO: - SUBMITTED BY: - Mr. Chandan Gupta Manish Kr. Chaurasia (Assistant Professor) MBA 3 rd Semester QUANTAM GLOBAL CAMPUS Mandawar (22km milestone), Roorkee-Dehradun Highway (NH-73), Roorkee Uttarakhand
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1
A SUMMER TRAINING REPORT
ON “A Study of Customer Satisfaction Regarding
Custom Clearance Service” (With Special Reference to Om Freight Forwarders)
SUBMITTED IN THE PARTIAL FULFILMENT OF THE
REQUIREMENT FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION
(TWO YEAR FULL TIME PROGRAME) 2015-2017
SUBMITTED TO: - SUBMITTED BY: - Mr. Chandan Gupta Manish Kr. Chaurasia (Assistant Professor) MBA 3rd Semester
Certificate from Organization 3 Acknowledgement 4 Preface 5 Executive Summery 6 Objectives of the study 7
1. About Company/ Introduction 8-20 2. About Topic 21-45 3. Research Methodology 46-50
a. Primary Data : Sampling design a) Sample area b) Sample size c) Sample unit d) Sampling Technique e) Sampling instrument
b. Secondary Data
4. Analysis & findings 51-61 5. Recommendations 62-63 6. Conclusions 64-65 7. Limitations and Scope of the Study 66
Bibliography - will list all the references 67
Annexure: will list all the graph, tables etc. as
Questionnaire Reports etc
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CERTIFICATE
This is to certify that the summer project report titled “Study of Custom Clearance
Procedure of Om Freight Forwarders” has been accomplished by Manish Kumar
Chaurasia MBA 3rd Semester under my guidance and supervision. This project is
being submitted by him in the partial fulfilment of requirements for award of the MBA Degree from Quantum School of Business, Roorkee (Uttarakhand)
This work has not been submitted by him anywhere else for the award of any degree
or diploma. All sources of information and help have been duly mentioned and acknowledged.
Mr. Chandan Gupta Dr. Sachin Chauhan
(Project Mentor) (Head of Department)
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ACKNOWLEDGEMENT
I acknowledge here Mr. Kewal Joshi Sir (Branch Manager) and Mr. Samarth
Singhal Sir (Marketing Head) who have been instrumental in preparation of my
project.
I acknowledge my gratitude to my parents whose support, dedication and honest
efforts have given me an immense help in doing this project.
I take the opportunity to thanks to Mr. Chandan Gupta Sir Assistant Professor of
Quantum School of Business, Roorkee for motivating, encouraging, guiding and
supporting at every step and sparing their valuable time for me.
I would be failing in my duty if I do not acknowledge the gratitude to Professor
Dr.Rohit Kushwaha Sir Director of Quantum School of Business, who motivated us a lot in carrying out this project.
Last but not the least I record my sincere thanks to all beloved and respectable
persons who helped me and could find any separate mention.
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PREFACE
Summer Training is the Bridge for a student that takes his theoretical knowledge
world to practical industry world, the main purpose of industrial visit to expose for
industrial and business environment, which cannot be possible in the classroom.
The advantages of this sort of Integration which promotes guided to corporate
culture, functional, social and norms along with formal teaching are numerous.
1) To bridge the gap between theory and practical.
2) To install the feeling of belongingness and acceptance.
3) To help the student to develop the better understanding of the concept and
questions already raised or to be raised subsequently during their research period.
The prevent report gives a detailed view of the Customer satisfaction regarding
Custom Clearance service and Custom Clearance Procedure of Om Freight
Forwarders. The research is definitely going to play an important role in developing
an aptitude for hard self-confidence.
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Executive Summary
A freight forwarder – often referred to as a forwarder – is a professional logistics
provider. Freight forwarders are third parties and their objective is to dispatch
shipments via asset based carriers such as ships, airplanes or trucks. The main
purpose of turning to the services of freight forwarders is arranging cargo movement to an international destination quickly and easily.
Custom Clearance services are typically used by companies that deal with
international Custom Clearance of Goods on import and export activities. The freight
forwarding company is a third party – it doesn’t ship the cargo itself. Shipping various
products between countries and territories usually involves a multitude of carriers, requirements and legal documentation.
Major companies and corporations greatly depend on professional freight forwarders in their import and export activities.
As we scale the chronological ladder of time, we find a number of industries that
have assumed significance in Indian Economy. With the rapid globalization this growth is likely to accelerate in future.
The purpose of this project is to study the services provided by Om Freight
Forwarders Pvt. Ltd. and public sector to the customers. The object was to study
about that the customer’s preference regarding Custom Clearance Service of Om Freight
It is all done by my self-study and with the help of employees and by the customers
and the services are provided by Om Freight Forwarders.
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Objective of the Study
To Study the Procedure of Custom Clearance.
To Study customer Preference Regarding Custom Clearance Service with
Special Reference to Om Freight Forwarders.
To Identify the Factors Affecting Customer Satisfaction Regarding Custom
Clearance.
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Company Profile
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Introduction
Om Freight Forwarders Pvt Ltd. is a Third generation international logistics and
freight forwarding company with over four decades of domain expertise.
Headquartered at Mumbai, India and with offices & associates across 5 continents,
we cater to over 700 unique national and international locations.
Our branches are located at major cities, commercial hubs, airports and seaports
across India. In order to meet the growing demand for a reliable global logistics
partner, we have setup our overseas offices at China, Hong Kong, UK (Europe) and
Singapore.
Om Freight Forwarders Pvt Ltd. ranks amongst India's most versatile logistics
solutions companies, adhering to stipulated custom compliances and accreditations
such as MTO, IATA and FIATA. Our strategic association with international freight
forwarders and customs brokerages allows our clients to avail a wide range of state-
of-the-art, tailor-made freight services in a timely and cost effective manner.
We can develop a detailed understanding of our clients businesses and partner them by offering end-to-end logistic, legal, and warehousing and distribution solutions.
“Empowered by a highly trained and experienced team of over 400 professionals worldwide, we constantly work towards achieving customer delight!”
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Mission To forge long-term alliances by developing a thorough understanding of our clients
businesses, their goals and aspirations and employing cutting edge technology
solutions that can enable us to be a logistics partner of choice.
Vision
Delivering Value-Customers are the life line for any business and we
constantly work towards strengthening our customer relationships and
developing newer ones. We strive to meet and exceed customer expectations
by developing and delivering highly attractive and innovative products and
services.
Quality Policy
Our Company- Om Freight Forwarders Pvt Ltd. is a rapidly expanding clearing,
freight forwarding and shipping company. Our customer-centric and people-friendly
policies are the key to our success.
We Strive Towards
Customer Satisfaction and Delight- To continuously improve our processes
and offerings so as to enable us to deliver products and services that meet
our customers' expectations.
Accountability- To take responsibility to meet our commitments, individually
collectively.
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Innovation- To encourage, recognize and reward sustainable innovation that
can help us service our clients better.
Team Work- A commitment from every employee to contribute towards the
overall success of the company and all fellow employees.
The Om Freight Family- A cohesive effort in the continuous improvement of
our Quality Management Systems and in achieving greater milestones in the
times to come.
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From the Founder Desk
Chairman- (Jagannath V. Joshi)
As an organization, our values and morals have been the guiding light for our
actions. We have been through a constant phase of transformation right from
inception. Germination to growth and growth to branching out, ours has been a
journey.
Starting off with custom clearance, we have swiftly moved across domains,
geographies and industries to offer a gamut of services for the logistics industry. Our
sustained growth has been fuelled by the undying passion of our people.
Our clients are our friends and allies and we believe in growing together by offering
them careful guidance and services through the experience we have gathered over
the past four decades.
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Managing Director-(Rahul J. Joshi)
Under the table guidance and mentorship of our visionary chairman, Om Freight has
grown from strength to strength over the years. We started off as a customs clearing
agency over four decades ago and have gradually blossomed into a full-fledged
international logistic company
our clients have been our greatest motivators and our pillars of strength. We respect
our relationship with each one of them and try to strive for a little extra in everything
we do for them.
Our dedicated staff members are the backbone of our successes and none of the
milestones would have been possible without immense contribution and dedication
on their part.
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About Us/ Group Companies
In order to efficiently service the varied demands of our industry and our customers,
we have established the following group companies under the aegis of Om Freight
Forwarders Pvt. Ltd.
Oscar Freight Pvt. Ltd.
Oscar Infrastructure Logistics Pvt. Ltd.
Om Freight Forwarders Infrastructure Logistics Pvt. Ltd.
Together, we offer end-to-end legal, logistical, warehousing and distribution solutions for our distinguished clientele.
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The Services of Om freight forwarders-
Customs House (India Agent)
Freight Forwarding International - Air and Sea
Charter Services
Project Logistics
Nominated Cargo
Bonded Trucking and Trans Shipping
Domestic Transportation - Road Transportation
Inventory Warehousing and Distribution
Third Country Export (Cross Trade)
Post Shipment Activities
Export Import License - DGFT Licensing
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Custom House Agent (India Agent)
Om Freight Forwarder Pvt. Ltd. is your India agent offering complete Import and
Export customs clearance services at all major air and sea ports in India.
With over four decades of operation & Handling expertise, we combine extensive
customs clearing and forwarding experience with the latest in information
technology.
We adhere to strict customs compliance and quality policy for all our operations;
thereby eliminating delays and providing reliable service to our customers worldwide.
We are hands-on with the latest in customs compliances, regulations and
procedures and offer clearance of import and export consignments by sea, air and
road.
Our Services in Customs Clearing Include
Guidance for preparing import and export related documents as per customs
compliance
Completion of appraisement and examination procedures and payments
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As Your India Agent, We Provide the Following Services Import Services
Routine shipment, Home consumption (Duty paid)
In-Bond/Ex-Bond shipment
Project import clearance
Direct delivery for perishable & specific cargo
Re-import after repairs / exhibition
Third country export clearance
High seas sale shipment clearance
Second hand capital goods
Free-of-charges shipments
Courier clearance
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Export Services
Under free shipping bill
Under claim for duty drawback. (All industry rate / brand rate) of dutiable
goods
Under DEPB shipping bill (duty exemption pass book)
Under EPCG (export promotion capital goods)
Co-ordination with various authorities such as inspection agencies,
consulates, quota authorities insurance companies etc.
Securing export benefits on behalf of shippers.
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Freight Forwarding International - Air and Sea Clearing and Forwarding (C&F) Om Freight moves more than 8000 TEU's of cargo for over 50 corporate clients
worldwide. Our C&F services spell ease, flexibility and professionalism. A robust
process and service model ensure continuous information exchange between our
international and local associates.
We guarantee the best standards in customer service with cost effectiveness and
time bound deliveries. Our door-to-door services for all C&F assignments add to
overall customer satisfaction.
Our long term service contracts with many freight forwarding - shipping lines and
freight forwarding international airlines ensure confirm shipments on pre-confirmed
dates and at reduce cost.
Rely on Om Freight Forwarders Pvt Ltd.
Complete documentation and customs house brokerage services under one
roof
Warehousing and distribution throughout India
Expedited delivery services
Total cargo monitoring with complete vessel detail
DDU and DDP processing
Worldwide network of agents servicing every major airport / seaport in the
world
Single source clearance for all your transportation, customs and delivery
requirements
Efficient customer support
Competitive rates
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Flight details/ pre-arrival notice
Confirmed free time at seaports
Container unloading, pollicisation and trucking to any destination in India
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Introduction to the Topic
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Custom Clearance
Meaning and Definition
Customs clearance work involves preparation and submission of documentations
required to facilitate export or imports into the country, representing client
during customs examination, assessment, payment of duty and co taking delivery of cargo from customs after clearance along with documents
Customs Departments are the government designated authority to implement the
policies related to import and export, collect customs duties and facilitate movement of people, goods, and cargo into and out of the country.
Area of Operations and Authority
Customs departments have offices at all seaports, airports and border gateways that
are essentially the exit and entry points for people and cargo movements into and
out of the country.
Customs agencies are empowered to make arrests, confiscate goods and enjoy
powers similar to that of police departments.
Customs and Trade Logistics
Every country annually publishes its policy for Foreign Trade, which stipulates the
conditions under which goods and services are eligible to be exported or imported.
Customs departments implement the provisions of the policy under customs rules,
regulations and tariffs.
Imports in many countries may be allowed freely, or some categories may be
permitted with due licenses. Many items are also published as banned for import and
not allowed entry into the country.
All of the items imported into the country have to be custom cleared. This applies to
the items brought in as personal effects and also imported by trade and business
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establishments including governmental and defense agencies. Necessary stipulated
duties would have to be paid before the goods are released by Customs.
Cargo imported into the country from any point of entry is warehoused at Customs
bonded area under customs jurisdiction until it is released after clearance
Imports and Customs Clearance
Freight Forwarders who coordinate the international transportation also provide
customs clearance services to the clients. The activity is called customs brokerage.
Customs clearance work involves preparation and submission of documentations
required to facilitate export or imports into the country, representing client during
customs examination, assessment, payment of duty and co taking delivery of cargo
from customs after clearance along with documents.
Some of the documents involved in customs clearance are:
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Exports Documentation:
Purchase order from Buyer
A purchase order is a commercial document and first official offer issued by
a buyer to a seller, indicating types, quantities, and agreed prices for products or
services. It is used to control the purchasing of products and services from external
suppliers. Acceptance of a purchase order by a seller forms a contract between the
buyer and seller, and no contract exists until the purchase order is accepted.
Sales Invoice
A sales invoice can be simply defined as the request of payment by the customer for
goods sold or services provided the seller. An invoice generally lists the description
and the quantity of the item sold or service provided. The document is also a record
of the sale for both the seller and the buyer.
Packing List
A packing list is a document that includes details about the contents of a package.
The packing list is intended to let transport agencies, government authorities, and
customers know the contents of the package. These details help each of these
parties handle the package accordingly.
Bill of Lading or Airway Bill
Airway bill is a transport Documents associated with Airfreight Is serves as receipt of
goods and an evidence of the contract of the carriage
Export Procedure For clearance of export goods, the export or his agents have to undertake the
following formalities:
Registration:
The exporters have to obtain PAN based Business Identification Number(BIN) from
the Directorate General of Foreign Trade prior to filing of shipping bill for clearance of
export goods. Under the EDI System, PAN based BIN is received by the Customs
System from the DGFT online. The exporters are also required to register authorised
foreign exchange dealer code (through which export proceeds are expected to be
realised) and open a current account in the designated bank for credit of any
drawback incentive.
Registration in the case of export under export promotion schemes:
All the exporters intending to export under the export promotion scheme need to get
their licences/DEEC book etc. registered at the Customs Station. For such
registration, original documents are required.
Processing of Shipping Bill-Non-EDI:
Under manual system, shipping bills or, as the case may be, bills of export are
required to be filed in format as prescribed in the Shipping Bill and Bill of Export
(Form) regulations, 1991. The bills of export are being used if clearance of export
goods is taken at the Land Customs Stations. Different forms of shipping bill/bill of
export have been prescribed for export of duty free goods, export of dutiable goods
and export under drawback etc.
Processing of Shipping Bill-EDI:
Under EDI System, declarations in prescribed format are to be filed through the
Service Centres of Customs. A checklist is generated for verification of data by the
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exporter/CHA. After verification, the data is submitted to the System by the Service
Centre operator and the System generates a Shipping Bill Number, which is
endorsed on the printed checklist and returned to the exporter/CHA. For export items
which are subject to export cess, the TR-6 challan for cess is printed and given by
the Service Centre to the exporter/CHA immediately after submission of shipping bill.
The cess can be paid on the strength of the challan at the designated bank. No copy
of shipping bill is made available to exporter/CHA at this stage.
Octroi procedure, Quota Allocation and Other certification for Export
Goods:
The quota allocation label is required to be pasted on the export invoice. The
allocation number of AEPC is to be entered in the system at the time of shipping bill
entry. The quota certification of export invoice needs to be submitted to Customs
along-with other original documents at the time of examination of the export cargo.
For determining the validity date of the quota, the relevant date needs to be the date
on which the full consignment is presented to the Customs for examination and duly
recorded in the Computer System. In EDI System at Delhi Air cargo, the quota
information is automatically verified from the AEPC/TEXPROCIL system.
Arrival of Goods at Docks:
The goods brought for the purpose of examination and subsequent 'let export' is
allowed entry to the Dock on the strength of the checklist and other declarations filed
by the exporter in the Service Centre. The Port authorities have to endorse the
quantity of goods actually received on the reverse of the Check List.
System Appraisal of Shipping Bills:
In many cases the Shipping Bill is processed by the system on the basis of
declarations made by the exporters without any human intervention. In other cases
where the Shipping Bill is processed on screen by the Customs Officer, he may call
for the samples, if required for confirming the declared value or for checking
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classification under the Drawback Schedule. He may also give any special
instructions for examination of goods, if felt necessary.
Status of Shipping Bill:
The exporter/CHA can check up with the query counter at the Service Centre
whether the Shipping Bill submitted by them in the system has been cleared or not,
before the goods are brought into the Docks for examination and export. In case any
query is raised, the same is required to be replied through the service centre or in
case of CHAs having EDI connectivity through their respective terminals. The
Customs officer may pass the Shipping Bill after all the queries have been
satisfactorily replied to.
Customs Examination of Export Cargo:
After the receipt of the goods in the dock, the exporter/CHA may contact the
Customs Officer designated for the purpose present the check list with the
endorsement of Port Authority and other declarations as aforesaid along with all
original documents such as, Invoice and Packing list, AR-4, etc. Customs Officer
may verify the quantity of the goods actually received and enter into the system and
thereafter mark the Electronic Shipping Bill and also hand over all original
documents to the Dock Appraiser of the Dock who many assign a Customs Officer
for the examination and intimate the officers’ name and the packages to be
examined, if any, on the check list and return it to the exporter or his agent.
Variation between the Declaration & Physical Examination:
The check list and the declaration along with all original documents is retained by the
Appraiser concerned. In case of any variation between the declaration in the
Shipping Bill and physical documents/examination report, the Appraiser may mark
the Electronic Shipping Bill to the Assistant Commissioner/Deputy Commissioner of
Customs (Exports). He may also forward the physical documents to Assistant
Commissioner/Deputy Commissioner of Customs (Exports) and instruct the exporter
or his agent to meet the Assistant Commissioner/Deputy Commissioner of Customs
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(Exports) for settlement of dispute. In case the exporter agrees with the views of the
Department, the Shipping Bill needs to be processed accordingly. Where, however,
the exporter disputes the view of the Department principles of natural justice is
required to be followed before finalisation of the issue.
Stuffing / Loading of Goods in Containers
The exporter or his agent should hand over the exporter copy of the shipping bill duly
signed by the Appraiser permitting "Let Export" to the steamer agent who may then
approach the proper officer (Preventive Officer) for allowing the shipment. In case of
container cargo the stuffing of container at Dock is dome under Preventive
Supervision. Loading of both containerized and bulk cargo is done under Preventive
Supervision. The Customs Preventive Superintendent (Docks) may enter the
particulars of packages actually stuffed in to the container, the bottle seal number
particulars of loading of cargo container on board into the system and endorse these
details on the exporter copy of the shipping bill presented to him by the steamer
agent. If there is a difference in the quantity/number of packages stuffed in the
containers/goods loaded on vessel the Superintendent (Docks) may put a remark on
the shipping bill in the system and that shipping bill requires amendment or changed
quantity. Such shipping bill also may not be taken up for the purpose of sanction of
Drawback/DEEC logging, till the shipping bill is suitably amended for the changed
quantity. The Customs Preventive Officer supervising the loading of container and
general cargo in to the vessel may give "Shipped on Board" endorsement on the
exporter’s copy of the shipping bill.
Drawal of Samples:
Where the Appraiser Dock (export) orders for samples to be drawn and tested, the
Customs Officer may proceed to draw two samples from the consignment and enter
the particulars thereof along with details of the testing agency in the ICES/E system.
There is no separate register for recording dates of samples drawn. Three copies of
the test memo are prepared by the Customs Officer and are signed by the Customs
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Officer and Appraising Officer on behalf of Customs and the exporter or his agent.
The disposals of the three copies of the test memo are as follows: -
Original – to be sent along with the sample to the test agency.
Duplicate – Customs copy to be retained with the 2nd sample.
Triplicate – Exporter’s copy.
Amendments:
Any correction/amendments in the checklist generated after filing of declaration can
be made at the service centre, provided, the documents have not yet been submitted
in the system and the shipping bill number has not been generated. Where
corrections are required to be made after the generation of the shipping bill No. or
after the goods have been brought into the Export Dock, amendments is carried out
in the following manners.
If the goods have not yet been allowed "let export" amendments may be
permitted by the Assistant Commissioner (Exports).
Where the "Let Export" order has already been given, amendments may be
permitted only by the Additional/Joint Commissioner, Custom House, in
charge of export section.
Export of Goods under Claim for Drawback:
After actual export of the goods, the Drawback claim is processed through EDI
system by the officers of Drawback Branch on first come first served basis. There is
no need for filing separate drawback claims. The status of the shipping bills and
sanction of DBK claim can be ascertained from the query counter set up at the
service centre. If any query has been raised or deficiency noticed, the same is
shown on the terminal. A print out of the query/deficiency may be obtained by the
authorized person of the exporter from the service centre. The exporters are required
to reply to such queries through the service centre. The claim will come in queue of
the EDI system only after reply to queries/deficiencies is entered by the Service
Centre.
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Generation of Shipping Bills:
After the "let export" order is given on the system by the Appraiser, the Shipping Bill
is generated by the system in two copies i.e., one Customs copy, one exporter’s
copy (E.P. copy is generated after submission of EGM). After obtaining the print out
the appraiser obtains the signatures of the Customs Officer on the examination
report and the representative of the CHA on both copies of the shipping bill and
examination report. The Appraiser thereafter signs & stamps both the copies of the
shipping bill at the specified place.
Export General Manifest:
All the shipping lines/agents need to furnish the Export General Manifests, Shipping
Bill wise, to the Customs electronically within 7 days from the date of sailing of the
vessel.
Apart from lodging the EGM electronically the shipping lines need to continue to file
manual EGMs along with the exporter copy of the shipping bills as per the present
practice in the export department. The manual EGMs need to be entered in the
register at the Export Department and the Shipping lines may obtain
acknowledgements indicating the date and time at which the EGMs were received by
the Export Department.
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Research Methodology
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The process used to collect information and data for the purpose of making business
decisions. The methodology may include publication, research, interview, survey and other research techniques, and could include both present and historical information
Methodology is the systematic, theoretical analysis of the methods applied to a field
of study. It comprises the theoretical analysis of the body of methods and principles
associated with a branch of knowledge. Typically, it encompasses concepts such as
philosophical or theoretical frameworks, theoretical model, phases and quantitative or qualitative techniques.
A methodology does not set out to provide solutions - it is, therefore, not the same as
a method. Instead, a methodology offers the theoretical underpinning for
understanding which method, set of methods, or best practices can be applied to specific case, for example, to calculate a specific result
This chapter aims to understand the research methodology establishing a framework
of evaluation and revaluation of primary and secondary research. The techniques
and concepts used during primary research in order to arrive at findings; which are also dealt with and lead to a logical deduction towards the analysis and results.
The various tasks that I have undertaken in the research design process are:-
Defining the information need
Design the exploratory, descriptive and causal research
Research Process
The research process has four distinct yet interrelated steps for research analysis it has a logical and hierarchical Ordering:
Each step is viewed as a separate process that includes a combination of task, step
and specific procedure. The steps undertake are logical, objective, systematic,
reliable, valid, impersonal and ongoing.
Research Objective
To Study the Custom Clearance Procedure.
To Study customer Preference Regarding Custom Clearance Service with
Special Reference to Om Freight Forwarders.
To Identify the Factors Affecting Customer Satisfaction Regarding Custom
Clearance
Descriptive Research
The method I used for Descriptive research was
Primary Data
Secondary Data
Research Design
Manufacturers View, test and preferences through Descriptive research design
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Primary Data
Primary data are those data which collected by researcher or investor first time and it is newly. It means it is not collected by someone else or that data are not used which is collected by someone else.
Primary data are collected through some techniques:
Questionnaire
In my research I was collected the primary data to using my own Efforts and skill through Questionnaire
Secondary Data
Secondary data are those data which is not collected first time by the researcher which is already have been collected by someone else.
Those data are taken by the researcher for analysis purpose only
Secondary data are collected through using these techniques:
Internet Magazine News Paper Any other Research Report Government Published Report
In my research I was collect secondary information through Internet
Data Presentation
Primary and Secondary data which is collected by me for the completion of my research work is presented in Pie chart.
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Sample Area
Sample area is Delhi NCR
Sample Size
Sample size was taken by me as 50 Procurement Manager of Manufacturing Unit
Sampling Techniques
There are some sampling techniques are used by me
Convenience Simple Random Sampling
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Data Analysis & Interpretation
52
Question1. Which kind of Business you have?
Type of Business Frequency Percentage Export 13 26 Import 28 56 Both 9 18
Data Interpretation: From the above data I found that 56% Manufacturer are Doing Import Business, and 26% are Doing Export Business, While 18% Manufacturer Doing Both kind of Business Export and Import.
Export26%
Import56%
Both18%
Which kind of Business you have?Export Import Both
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Question2. Are you aware with all the service provided by Om freight forwarders?
Awareness about Om freight Frequency Percentage Yes 50 100 No 0 0
Data Interpretation: From Above data I found that 100% Manufacturer are satisfied with the service of Om Freight Forwarders because the sample size is 50 Manufacturer is the Customer of Om Freight Forwarders.
Yes100%
No0%
Are you Aware with the Service of Om Freight Forwarders?
Yes No
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Question3. From where do you know about our organization and its services?
Source of Information Frequency Percentage Advertising 8 16 Reference 14 28
Cold Calling 28 56
Data Interpretation: From above data I found that 56% Manufacturer are Aware through Cold Calling by Om Freight Executive and 28% are Aware about its by References. 16 % Manufacturers are Aware through Advertising done By Organization
16%
28%56%
From where do you know about our Organization and its Services?
Advertaising Refrances Cold Calling by Om freight executive
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Question4. Are you satisfied with all the service of Om freight forwarders?
Level Of Service Frequency Percentage Yes 34 68 No 16 32
Data Interpretation: From Above data I found that 68% Customer are satisfied with the service of Om Freight Forwarders and 32% Customer are not satisfied with its services.
Yes68%
No32%
Are you Satisfied with the Service of Om Freight Forwarders?
Yes No
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Question5. What is the most important factor for Satisfaction Regarding Custom Clearance & Freight Forwarder Services?
Factor for Satisfaction Frequency Percentage Clearance of Goods 18 36 Fast Documentation 10 20
Competitive Rate 5 10 Timely Delivery 7 14
Less Transit Time 6 12 All 4 8
Data Interpretation: From above Data I found that 36% customer are satisfied by Clearance of goods. While 20% are satisfied by the Fast Documentation Process by Om Freight and 14% Customers are satisfied by Timely Delivery of Goods.12% Customer are satisfied by Less Transit time taken by Om Freight and 10% are satisfied by its Competitive Rates, While 8% Customer are satisfied by its All Service provided by Om Freight Forwarders.
Clearance of Goods36%
Fast Documentation
20%
Compatative Rate10%
Timaly Delivery14%
Less Transit Time12%
All8%
What is the most Important factor for Satisfaction Regarding Custom Clearance & Freight Forwarder
Services?
Clearance of Goods Fast documentation ProcessCompetitive Rate Timely DeliveryLess Trasit time All
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Question6. What is the Problem faced by you regarding Custom Clearance?
Basis of Problem Frequency Percentage Goods broken in transit 19 38 Documentation Problem 11 22
Delay in Clearance 13 26 other 7 14
Data Interpretation: From above data I found that 38% customer of Om freight facing the problem of Goods Broken in transit. While26% Customer are facing the problem of Delay in Custom Clearance of Goods and 22% customer are facing Documentation Problem which takes Long Time and 14% customers are facing the other kind of problem in Exception Case.
Goods broken 38%
Documentation22%
Delay 26%
Other14%
What is the Problem faced by you Regarding Custom Clearance?
Goods broken in transit Documentation problem
Delay in custom clerance Other
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Question7. Do you find the Custom Clearance Procedure Easy?
Custom Procedure Frequency Percentage Yes 37 74 No 13 26
Data Interpretation: From above data I Found that 74% Customers are feeling Custom clearance procedure are easy by Om Freight Service. While 26% Customer feels it’s Difficult procedure that’s take a long time.
Yes 74%
No 26%
Do you find the Custom Clearance Procedure Easy?
Yes No
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Question8. Are you satisfied with our Executive & Managers Behaviour?
Satisfied from Frequency Percentage Yes 34 68 No 16 32
Data Interpretation: From above data I found that 68% customer is satisfied with our Executive and Managers Behaviour. While 32% Customer are not satisfied with the Behaviour of Managers
Yes 68%
No 32%
Are you Satisfied with our Executive & Managers Behavior?
Yes No
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Question9. Would you like to change your Freight forwarder & Custom clearance Agent?
Changes of Agent Frequency Percentage Yes 11 22 No 39 78
Data Interpretation: From above data I found that 78% customers of Om Freight do
not want to change his Custom and Freight Forwarder agent, while 22% Customers
want to change it.
22%
78%
Would you like to change your Freight Forwarder & Custom Clearance Agent?
Yes No
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Findings
So as for my research work I was analyzed, calculate my whole data to covert it meaningful information for compulsion my research objective and also after using graphical presentation I was found certain things which is as fallow
• 56% Customer are doing the Business of Import.
• 56% of Customer is Aware about Organization and its Services through Cold calling by Om Freight executive.
• 68% Customer are satisfied with the service of Om Freight which is provided by the company
• The Clearance of goods is a factor which satisfied 36% of Customer and somehow Competitive Rates and Fast Documentations is the service of Om Freight that Satisfied Customers.
• Customers are faced Problem of Goods Broken in Transit and some How Documentation Problem.
• 68% Customers are satisfied with the Executive and Managers Behaviors.
• 74% customers Feels Custom Clearance Procedure is Easy.
• Those Customers who already used our service, most of them do not change their Custom house Agent and Freight Forwarders service Agent
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Recommendations
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Recommendations As per my research findings and observation I can recommend certain things which may be helpful for the Om Freight Forwarders company in Delhi NCR region.
From the above research and from my findings there is some recommendation to Om Freight Forwarders.
• Company has required doing some Other Promotional method for advertising accept cold calling by Om Freight Executive.
• Company have to add some extra services for the customer benefits
• 32% Customer are not satisfied with all the services provided by Om Freight Forwarders, so company have required to find the reasons and work on that and it is benefits for organization
38% of Customer is facing the problem of goods broken in Transit, so Company Needs to improve their Packaging system and 22% of Customer are faced Documentation problem that affect the customer so company should try to make it easier and simpler.
• 26% of Customer is found that Custom Clearance Procedure difficult, so company required making easier and simpler.
• 32% Customer are not satisfied by Managers and executives Behavior so Company has needs to make Improvement in relation with Customers.
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Conclusion
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Conclusion Custom Clearance procedures, regulated by recipient Country government
changes over time and can be quite complex. In The custom clearance
procedure the Indian economy has been growing since Liberalization and
globalization of trade policy. But in the globalised world, cost management and
cost reduction has become priority in international trade to achieve competitive
advantage. The present study makes an attempt to analyse the extent of
efficiency of logistics management activities in international cargo.
Sometimes it failures by importers to master local Customs clearance procedures
or custom clearance that are themselves prone to back downs may cause , long
delivery delays , although the custom related imports problem can be somewhat
generalized, the cause of these problem are likely to be specify to a particular
port of entry. Such problem include poor planning and poor communication by
actors in the clearance process,
Rather than thinking of custom delays as a constraint, donor agencies and
government stakeholder need to engage customs authorities and their own third
party contractors in ongoing performance improvement programmes to identify the problem that can be rightly attributed to the clearance process.
As we have seen, employees who believe their information cares about their
security health and wellbeing are more likely to be loyal in the organization go the
extra mile and stay in their jobs for longer. This can bring huge gains for employer
inthuistics who deliver more effectively through increased the level of service and properly managed the Organization
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Limitation and Scope of Study:
67
Limitation and Scope of Study:
Procurement Manager of Manufacturing Unit they don’t have enough time to communicate properly.
Manufacturers they do not ready to Response the questionnaire because it takes Long time.
Exploratory research survey take a long time and 45 days not enough for this study
Some of Manufacturers they think me as a company’s employee and they
don’t response
It was a tough to handle a Procurement Manager and take response properly
I am a student of MBA 2nd Semester in Quantum School of Business and currently doing summer internship in Om Freight Forwarders Pvt. Ltd Company and undertaken a Market survey about Customer Preference Regarding Custom Clearance service with special Reference to Om Freight Forwarders requesting you to provide the below given information for completion of my research work.
Name: ……….……………………. Designation: ………………………
Contact No.: …………………….... Company Name: ………………
Company Product: …………........ Company Address: ……………
…………………………………..
1. Which kind of business you have?
Export Import Both
2. Are you aware with all the service provided by Om freight forwarders?
Yes No
3. From where do you know about our organization and its services?
Advertising References Cold calling by Om freight executive Other
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4. Are you satisfied with the service of Om freight forwarders?
Yes No
5. What is the most important factor for satisfaction regarding Custom Clearance & freight forwarder services?
Clearance of Goods Fast Documentation Process Competitive Rates Timely Delivery Less transit time Above All
6. What is the problem faced by you regarding Custom Clearance?
Goods Broken in Transit. Documentation Problem Delay in Custom Clearance Other………………………
7. Do you find the Custom Clearance Procedure Easy?
Yes No
8. Are you satisfied with our Executive & Managers Behaviour?
Yes No
Reason: …………
9. Would you like to change your Freight Forwarder & Custom Clearance Agent?