 GROUP 3

• AJITAVA NANDI
• DEBOLINA GUHA THAKURTA
• KUNAL SOMAIYA
• PRAVAS KR MAITI
• RAMA KEDIA
• SHYAMANTIKA CHATTERJEE
•
 Segmentation

• Nature of goods
• Lot size
• Buying pattern
• Geographical segmentation(distance
wise)
• Transportation wise (road, rail, air
and sea)
•

 Classifications can be done in
two major term..
• Business to business
•
•
• Business to customer
 Targeting (B to B)
 INDUSTRY
• Automobile
• Garments/apparels
• Computers
• Pharmaceuticals
• Paints
• Retail
 Targeting (B to C)
• People sending couriers
• Small cargo transfers
•
• Consumer goods

• Engineering / electronics

• Industrial goods

• Healthcare / life sciences

E T I
Computer and IT peripherals A R
G
•
T G
• Retail
N
• Fashion and garments

• Automotives
Positioning
PRODUCT
PRODUCT
PRODUCT
PRODUCT
 Price
 Depends upon the following
factors:
• Weight
• Volume
• Distance
• Types of Service
• Time
 PLACE


• Own Branch

• Own Collection
Centre
• Hub
• Retail Shop
• Dealership
• Franchisee - 160
• e-booking
 Place
Particulars Numbers
Number of Locations 340
Number of Locations Serviced 12340

Delivery Capability 594 out of 602 Districts

Number of Routes 322
Number of Gati Associates 1045
Number of Vendors 535
Number of Vehicles 902 ( Own Vehicles - 137 )
Number of Drivers 2145
Number of Handlers 1013
Weight handled per month 28000 Tonnes
Number of Dockets per month 0 . 32 Million
Number of Packages handled per month 1 . 56 Million
 O T
O M
PR
IO N
Print advertisements
 PHYSICAL EVIDENCE
• Transport Vehicles
• Office Infrastructure
• Employee Appearance (Dress,
behavior etc)


•
•
•
 E S S
R O C
P
 Physical infrastruct Employee Colour
evidence
F
R Customers
arrive
---------------
O
Line
ure *= waiting poi
of Interaction --------------------------------------------------------------
N
T
Contact # = failing point
S Person
* # customer
T
(Visible
*
A
G
Greet the ) Accept the Check the
E action details of parcel
the parcel
Line of
Visibility
Contact Person
(Invisible action)
Weighting # Time
Confirm Date, # Handing over
B
# Packing
the parcel the parcel & Place
of delivery
receipt to the
customer
*
A
C
K

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

S
T
A
G
Physical Interaction
E
Maintaining Sending the Dispatching
records parcel to the the parcel to
back office the central hub

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

Backup database
Receiving parcel Checking Again Checking
from the regional the details the weight of
hub of the parcel the parcel

Dispatching the
parcel to the Sealing &
Documentation Bar coding of the
point process
of destination parcel
i.e., the station
#
hubs

Rail Road Air Sea

Receiving of parcel
by the selected Sorting of Distributing
mode the parcel the parcel to
of transport to the station hub
regional hub at the
point of
destination

Van

#
Delivery to
CUSTOMER
People
 Key Factors Leading to Knowledge Gap
Customer needs & Expectations

qImproper field level Information.

q
KNOWLEDGE q
qBusiness Intelligence not available for decision
GAP
making at all levels.

qLeast attention paid to small customers.

Management definition of these needs

GATI’S SOLUTION:

ØCustomer’s information is collected through feedback forms.

Ø
Ø Appointment of executives to cater all types of customers.
Ø
 Key Factors Leading to Standard Gap
Management definition of these needs

qNo proper service design for customers.

STANDARD qFluctuation in fuel prices.

q
GAP q No Insurance for goods.

qImproper allocation of funds.

Translation into Design

GATI’S SOLUTION:

ØSharing the burden of increasing fuel prices.

Ø
Ø Insurance for goods.
Ø
 Key Factors Leading to Delivery Gap
Translation into Design

qPoor employee-technology job fit.

q
q
DELIVERY
qDelay in delivering the service.
GAP

qOver pricing to match demand.

Execution of Design

GATI’S SOLUTION:

ØEmployees are properly trained.

Ø
Ø Promptness in delivery.
Ø
 Key Factors Leading to Communication
Gap
Execution of Design

qImproper horizontal communication.

q
COMMUNICATION
qCustomer enquiry constraints.

GAP qAbsence of strong internal marketing.

qLack of adequate education for customer.

Advertising And Sales Promises

GATI’S SOLUTION:

ØToll Free Number available to provide information to the

customers.
Ø
Ø Gati.net.
Ø
 Key Factors Leading to Perception Gap
Execution of Design

q Indifferent attitude towards customers.

q
PERCEPTION q
q Improper design leading to negative perception.
GAP
q
qImproper information transparency to their supply
chain partners to maintain competitiveness.
q

Customer Perceptions of product execution

GATI’S SOLUTION:

ØShould have a positive attitude towards the customer.

Ø
ØProper market research to change design accordingly.
Ø
 Key Factors Leading to Interpretation Gap
Advertising And Sales Promises

qOverpromise, under delivery.

q
INTERPRETATION
q
q Main customers - Corporate customers. Hence
GAP interpretation of a local customer varies differently.

Customer interpretation of communication

GATI’S SOLUTION:

Ø Should focus on B to C advertising apart from B to B advertising.

Ø
Ø Provide services as promised .
Ø
 Key Factors Leading to Service Gap
Customer perceptions Customer Interpretation
Of product execution of communications

q Value added services.

q
q
SERVICE q Ware housing facility.
GAP

q Reverse logistics.

Customer experience
Relative to expectations
GATI’S SOLUTION:

ØStarted giving value added services in some areas.

Ø

Ø
RECOVERY METHOD
 Possible Fail Points in Gati

§Misplace (stolen, broken) things.

§Delivery at wrong locations.
§Delay in delivery
 Possible Service Recovery
( what I think Gati can do)
1.Providing adequate compensation to
customer.
2. Delivery at the right location within
the next 24 hours, incase customer
isn’t available
3. Customer helpline available for
finding out the location of the
package 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
e ve ry cu sto m e r to u ch p o in t.

§E n su re cu sto m e r critica lissu e s a re

h ig h lig h te d a n d re so lve d w ith O P S .

§E n su re S e g m e n te d se rvice 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 va lu e ca rg o
§
§Fra g ile g o o d s p a cka g in g : G a tio 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 .
§To e n su re cu sto m e rs a re p ro vid e d
tim e ly a n d q u a lity u p d a te s fo r
e ve ry se rvice re q u e st/ co m p la in t
lo g g e d in w ith ca llce n te r
§
§To e n su re th e in b o u n d a n d e m a il
se rvice le ve ls a t th e co rp o ra te ca ll
ce n te r.
§