CREATE INNOVATIVE MARKET

SEGMENT AND CUSTOMER EXPERIENCE

CENTRIC BUSINESS MODEL FOR INDIAN
POSTAL SERVICES.
 OBJECTIVE
MAIN OBJECTIVE:
To “create innovative market segmentation and
customer experience centric business model for Indian Postal
Services.”

SUBSIDARY:
To find out whether new services are helpful for different
segments of people.
To analyze the customer expectations.
Opinion of people about different services provided by our
Department.
To find out the customers satisfaction level of postal
department of India.
SCOPE
 Identify need, wants and demands of customer of postal
department.

 Provide them services according to their expectation.

 Satisfy demand of the customer.

INTRODUCTION
OF
COMPANY
"FAST DEALING CENTER"
It is divided in two parts:-
First :-
Metro city

Head
Office

Branch Branch Branch Branch

office office office office
Second:-
District

Head
Office

Branch Branch Branch office in

office office every Block

Branch office in
every
Panchayat
According to area FDC is segmented into two
parts:-

Fast Dealing Center

Urban Rural
 In urban it is segmented into:-

Urban

Services Govt. Business Senior

To All Employees class Youth
Citizen
 Structure of R.D.M.

R.D.M. self operated R.D.M.used by operator

Services for All
 Robotic Dealing Machine
 R.D.M. Cards
 Internet Services
(a) All the mail and messages will be sent to desired
address through Satellite services within one day in
printed form.
(b) Delivery of “Bouquets”.
(c) Delivery of “Greetings”.
(d) Delivery of “Fresh fruits”.
 Mobile Services
(a) Option in mobiles as “FDS” from which a person can get the
information of each and every facility provided by FDC.
(b) person having account in our F.D.S. will get the following
facilities:-
 Can do the transaction through mobile and reasonable charges
will be deducted from his account.
 Can recharge their mobile through “FDS”.

 Parcel service:- Confidential letter &

heavy consignment.
 Availability of tickets.
 Payments on one window or online.
SEGMENTWISE SERVICES
 Services for Govt. Employees

 Education loan & home loan

 Postal life insurance

Services for Businessmen
 Business loans

 Overdraft facilities
Services for Senior Citizen
 Global Money transfer through R.D.M.

 Money/Pension at home
Services for Youth
 Matrimonial services

 Availability of all forms

 Job Information
 Rural
Farmer
 Availability of seeds
and fertilizers.
 Solution of problem.
 Agriculture loans
Services for all
 R.D.M
 R.D.M cards
 Internet service.
 Mobile service.
 Parcel service.
 Availability of tickets.
 Payment on one window
 Research Methodology
Research refers to a search for knowledge. It can also be
defined as a scientific and systematic search for gaining
information and knowledge on a specific topic or
phenomena.

Research process-steps:

 Problem definition
 Research design
 Data collection
 Data analysis
 Interpretation of results
 Reporting
 Research Methods Used In Survey :-

 Conclusive Research : - Descriptive research

 Sampling Technique which we use :-

 Non Probability Sampling Method : In this

method we have chosen:-
(i) convenience type sampling,
(ii) judgment type sampling.

 We used questionnaire as a instrument for data

collection.
Q.1. Would you like paper less postal
department?
SURVEY RESULT :-
Options Result in %
Yes 87
NO 13

Analysis:-
From survey we found that 87 % people want
paperless department i.e. computerized. People told us that
because of this time will be saved.
Q.2. Which service will you prefer the
most?
SURVEY RESULT :-
Option Result in %

48%

52%
Private
Government Private 48

Government 52

Analysis:- In survey 48% people said that department should be

private and 52% people said that it should be government. Those
people who want the government department wants the reliability
of government services and those who demanded private
department wants the fast and better services like private sector
provides.
 Q.3. Services for Government
Employee needed?
SURVEY RESULT :- Options Result
Education and 24%
0%
Home loans
3%
24%
Education & Hom e loans
Life Ins urance Life insurance 19%
Both

54% 19%
Others
No need of thes e s ervices
Both 54%
Others 0%
No need of these 3%
services
Analysis:-
From survey we found that 24% people want
Education & Home lone 19% want Life insurance 54% want
both 0% others and 3% no need.
 Q.4. Services for Senior citizen.
Options Result in
SURVEY RESULT :- %
Global money 18

0%
transfer through
RDM
Global m oney trans fer through
2% RDM
18%
M oney/P ension at hom e
37%
B oth
Money/Pension at 43
home
Others
43%
No need

Both 37
Others 0
No need of services 2
Analysis:-
In survey we found that 18% people want global money transfer
through RDM. 43% people said that they want money or pension at
home. 37% people said that they want both services. 0% said that they
don’t need any services. 2% said that they don’t need any services.
 Q.5. Services for youth
Options Result in
%
SURVEY RESULT :- Matrimonial 7%
services

2%
Matrimonial Services All forms will be 53%
10% 7%
All Forms are available online &
at post office also
available
Both online/post
28%
53%
Others office
No needed of these services
Both 28%
Others 10%
No need of services 2%
Analysis:-
In survey 7% people want only matrimonial services. 53%
people want all forms available online and at one place only. 28% people
want both services. 10% people want some more facilities like vacant
job information should be available online and through post office.
Q.6. If we launch above these facilities will it
be helpful?
SURVEY RESULT :-
Options Result in
0
%

Yes
Yes 100%
No

No 0%
60

Analysis:-
Approximately every people said that these services
will be helpful because it will be time saving and fast.
Q.7. If we provide these facilities will it
satisfy the customers?
SURVEY RESULT :-

Options Results
0

Yes 100 %
Yes
No
No 0%
60

Analysis:-
Every people said that if these services will be provided then
it will really help everyone and they will be satisfied.
Observation and Finding
 Government employees and businessmen both prefer
loans.

 Senior citizen wants money and pension at there home.

 Students both want all forms available online.

 During the survey some people suggested for new

services like:

(a) Loan for children

(b) Medical facilities.
Contd.
Most of the people wanted that all types of tickets like
railways and airline tickets etc. should be available at
one place so we have taken this service for them.

People want time saving and quick services.

Most of the customers wanted better personal relation

from new postal department.

People wants to deposit taxes like income tax,

property tax at one place.
Some senior citizen’s gave negative response but most
of them gave positive response.

We face communication problem. We were not aware of

local language. So we faced lots of problem.

We were not able to met with the government officer

because they don’t have time to fill the questionnaire.

We also faced lots of problem when we were gone to the

businessman. They don’t have time for us.
Some students had lack of knowledge. We had to make
them understand about our topic.

Some of the person didn’t know about the post office.

So we have to make them understand about the postal
department.

Most of the colleges have same timings so when we

visited colleges we didn‘t found any students there.
According to the survey we found that approx 48% people
were interested in the private services and 52% people
were interested in the government services so we took a
decision to develop a semi government “Postal
department” to which we named as “Fast dealing center”.
Where we will provide quick and prompt services of
private sector and reliability of government services.
According to survey results, we found that if
we will provide to people all these services which we
have mentioned, then they will be highly satisfied with
our services.