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GROUP 3 AJITAVA NANDI

DEBOLINA GUHA THAKURTA

KUNAL SOMAIYA

PRAVAS KR MAITI

RAMA KEDIA

SHYAMANTIKA CHATTERJEE

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Segmentation

Nature of goods

Lot size

Buying pattern Geographical segmentation(distance

wise)

Transportation wise (road, rail, airand sea)

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Classifications can be done intwo major term..

Business to business

Business to customer

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Targeting (B to B)

INDUSTRY Automobile

Garments/apparels

Computers

Pharmaceuticals Paints

Retail

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Targeting (B to C)

People sending couriers

Small cargo transfers

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Consumer goods

Engineering / electronics

Industrial goods

Healthcare / life sciences

Computer and IT peripherals

Retail

Fashion and garments

Automotives

TA R G ET I

N G

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Positioning

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PRODUCT

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PRODUCT

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PRODUCT

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PRODUCT

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PriceDepends upon the following

factors:

Weight Volume

Distance

Types of Service

Time

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PLACE

Own Branch

Own CollectionCentre

Hub

Retail Shop Dealership

Franchisee - 160

e-booking

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Place

.56 Millionumber of Packages handled per month

.32 Millionumber of Dockets per month8000 Tonneseight handled per month 1013umber of Handlers

2145umber of Drivers( - )02 Own Vehicles 137umber of Vehicles

535umber of Vendors1045umber of Gati Associates 322umber of Routes

94 out of 602 Districtselivery Capability340umber of LocationsNumbersParticulars12340umber of Locations Serviced

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PRO MO T

IO N

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Print advertisements

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PHYSICAL EVIDENCE

Transport Vehicles Office Infrastructure

Employee Appearance (Dress,

behavior etc)

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PR

OCESS

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http://www.iitr.ernet.in/sric/images/train.jpghttp://www.bushq.com/Members/free/bennett/mangan1.jpghttp://www.unisa.edu.au/printing/images/Vanlowres.jpghttp://www.dutafreight.com/pic10.gif

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Customersarrive

Line ofVisibility

Greet thecustomer

Accept thedetails ofthe parcel

Check theparcel

--------------- -------------------------------------------------------------Line of Interaction

Packingthe parcel

Weightingthe parcel

,Confirm Date&Time Place

of delivery

Handing overreceipt to the

customer

FRONTSTAGE

Maintainingrecords

Sending theparcel to theback office

Dispatchingthe parcel tothe central hub

BACKSTAGE

ContactPerson

(Visible

)action

Physical Interaction

Contact Person(Invisible action)

*= aiting poi# = ailing point#

# # #*

*

*hysicalevidence infrastructure Employee Colour

--------------- ------------------------------------------------------------------Line of Internal

--------- -------------------------------------------------------Line of Internal interaction

Backup database

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Receiving parcelfrom the regional

hub

Checkingthe details

of the parcel

Again Checkingthe weight ofthe parcel

&SealingBar coding of the

parcelDocumentation

process

Dispatching theparcel to the

pointof destination. .,i e the station

hubs

Rail Road Air Sea

#

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Receiving of parcelby the selected

modeof transport to

regional hub at thepoint of

destination

Sorting ofthe parcel

Distributingthe parcel tothe station hub

Van

Delivery toCUSTOMER#

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People

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Key Factors Leading to Knowledge Gap

KNOWLEDGE

GAP

Customer needs & Expectations

Management definition of these needs

qImproper field level Information.qqqBusiness Intelligence not available for decision

making at all levels.

qLeast attention paid to small customers.

GATIS SOLUTION:

Customers information is collected through feedback forms. Appointment of executives to cater all types of customers.

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Key Factors Leading to Standard Gap

STANDARD

GAP

Translation into Design

qNo proper service design for customers.

qFluctuation in fuel prices.qq No Insurance for goods.

qImproper allocation of funds.

GATIS SOLUTION:

Sharing the burden of increasing fuel prices. Insurance for goods.

Management definition of these needs

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Key Factors Leading to Delivery Gap

DELIVERY

GAP

Execution of Design

qPoor employee-technology job fit.qqqDelay in delivering the service.

qOver pricing to match demand.

GATIS SOLUTION:

Employees are properly trained. Promptness in delivery.

Translation into Design

K F L di C i i

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Key Factors Leading to CommunicationGap

COMMUNICATION

GAP

Execution of Design

qImproper horizontal communication.qqCustomer enquiry constraints.qAbsence of strong internal marketing.

qLack of adequate education for customer.

GATIS SOLUTION:

Toll Free Number available to provide information to thecustomers.

Gati.net.

Advertising And Sales Promises

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Key Factors Leading to Perception Gap

PERCEPTION

GAP

Execution of Design

q Indifferent attitude towards customers.qqq Improper design leading to negative perception.q

qImproper information transparency to their supplychain partners to maintain competitiveness.

q

GATIS SOLUTION:

Should have a positive attitude towards the customer.Proper market research to change design accordingly.

Customer Perceptions of product execution

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Key Factors Leading to Interpretation Gap

INTERPRETATION

GAP

Advertising And Sales Promises

qOverpromise, under delivery.qqq Main customers - Corporate customers. Henceinterpretation of a local customer varies differently.

GATIS SOLUTION:

Should focus on B to C advertising apart from B to B advertising. Provide services as promised .

Customer interpretation of communication

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Key Factors Leading to Service Gap

SERVICE

GAP

Customer perceptions

Of product execution

q Value added services.qqq Ware housing facility.

q Reverse logistics.

GATIS SOLUTION:

Started giving value added services in some areas.

Customer Interpretation

of communications

Customer experience

Relative to expectations

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ECOVERY METHOD

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P ibl S i R

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Possible Service Recovery( what I think Gati can do)

1.Providing adequate compensation tocustomer.

2. Delivery at the right location withinthe next 24 hours, incase customerisnt available

3. Customer helpline available forfinding out the location of thepackage anywhere in the country

To e n su re C u sto m e r S a tisfa ctio n th ro u g h

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To e n su re C u sto m e r S a tisfa ctio n th ro u g h.e v e ry cu sto m e r to u ch p o in t

E n su re cu sto m e r critica l issu e s a re.h ig h lig h te d a n d re so lv e d w ith O P S

.E n su re S e g m e n te d se rv ice to cu sto m e rs - :Ta m p e r p ro o f p a ckin g S p e cia lb a g s fo r

sa fe h a n d lin g o f h ig h v a lu e ca rg o

:Fra g ile g o o d s p a cka g in g G a ti o ffe rs

p a cka g in g so lu tio n s fo r fra g ile g o o d s like

.m a rb le sta tu e s a n d g la ssw a re

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To e n su re cu sto m e rs a re p ro v id e d

tim e ly a n d q u a lity u p d a te s fo r/e v e ry se rv ice re q u e st co m p la in tlo g g e d in w ith ca ll ce n te r

To e n su re th e in b o u n d a n d e m a il

se rv ice le v e ls a t th e co rp o ra te ca ll.center

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