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INDUSTRY PROFILE Introduction It was started some 15-20 years ago. The courier industry was initially limited to the four metros –New-Delhi, Mumbai, Kolkata, and Chennai and to some extent to Bangalore. The reason was the airport connection these metros were. But, the changing economy and technical advancement seen on a daily basis, the industry has grown and extended faster to several cities and even rural areas. And it is still growing. A courier company anywhere in the world has its primary virtue is its efficiency to render services. The better the quality of service, the more the satisfied customers, better the chances of survival. The industry is booming and market is cut-throat competitive. The advancement of technology and internet has things slight easier and more competitive as well. Courier services in India can be segregated in few categories. Basically, it begins with intra-city services which are about speedy delivery of mails and goods within the city. Broadening the services, inter-city services are covered. Normally this is termed as surface cargo services where short distance and bulk loads are handled. Surface mode service is performed through two ways: firstly, on road (by bus or vehicle) and secondly on track (by train) services. The products are normally delivered through door to door. Courier companies work in tandem with the foremost airlines and in sync with K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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their well tuned, well associated set of connections the timely deliverance and protected service is guaranteed. Few other variant of services could be express services, ocean freight, industry solutions, logistic solutions, shipping tools. These particular services are individual of a company's area of specialization and diversification.
Courier A courier is a person or a company who delivers message, packages, and mail. Couriers are distinguished from ordinary mail services by features such as speed, security, tracking, signature, specialization and individualization of services, and committed delivery times, which are optional for most everyday mail services. As a premium service, couriers are usually more expensive than usual mail services, and their use is typically restricted to packages where one or more of these features are considered important enough to warrant the cost. Different courier services operate on all scales, from within specific towns or cities, to regional, national and global services. The world's largest courier companies are Velox Express, DHL, FEDEX, OBC Express Ltd., TNT.NV, UPS, and Aramex These offer services worldwide, typically via a hub and spoke model. Couriers before the industrial era In ancient times runners and homing pigeon and riders on horseback were used to deliver timely messages. Before there were mechanized courier services foot messengers physically ran miles to their destinations. To this day there are marathons directly related to actual historical messenger’s routes.
Types of couriers In cities, there is often bicycle courier or motorcycle courier but for consignments requiring delivery over greater distance networks, this may often include Lorries, Railway and Aircraft. Many companies who operate under a JUST IN TIME or "JIT" inventory method often utilize on-board couriers. On-board couriers are individuals who can travel at a moment's notice anywhere in the world, usually via commercial airlines. While this type of K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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service is the second costliest— GENERAL AVITATION charters are far more expensive —companies analyze the cost of service to engage an on-board courier versus the "cost" the company will realize should the product not arrive by a specified time.
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COMPANY PROFILE ESTABLISHED
: 1976
NAME OF THE ORGANIZATION: VRL LOGISTICS LTD, VARUR, HUBLI. PROPRIETOR
: VIJAY SANKESHWAR
LOCATION
: NH4 BANGALORE ROAD NEAR VARUR, HUBLI.
COMPANY
: VRL LIMITED COMPANY
BOARD OF DIRECTORS Mr. VIJAY SANKESHWAR
: CHAIRMAN AND MANAGING DIRECTOR
Mr. ANAD SANKESHWAR
: MANAGING DIRECTOR
Mr. R.P.RAICHUR
: DIRECTOR (FINANCE) & CO, SECRATARY
Mr. SUDHIR GHATE
: DIRECTOR
Mr. J.S. KORLAHALLI
: DIRECTOR
Mr. KARUNAKAR SHETTY
: DIRECTOR
Mr. SURESH ANGADI
: DIRECTOR
REGISTERED OFFICE
: 18th km, NH4, Bangalore Road, Varur,
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Hubli-581207 Karnataka. Phone no 0836-2237614, Email –
[email protected], Website – www.vrllogistics.com.
BRIEF INFORMATION OF THE COMPANY Vijayanda Road Lines ltd a company registered under the provision of company act 1956 has with its “symbol of service”. The ‘VRL’ has built and maintained goodwill in the minds of public at large in the country in general and in Karnataka particular. The Managing Director Mr. V.B.sankeshwar started as an individual transport in January 1976 without any background of experience. Initially for the first two years he suffered heavy loss. Then by end of 1977 he started as local transporter between in Hubli and Gadag. Due to effective service, business picked up and purchased one more lorry in 1978. During this work he observed activities of other well know transporter and started first parcel service from Bangalore to Hubli and Belgaum with only two Lorries. Gradually the business picked up. Later the above proprietorship was converted into private ltd. The company came into existence in the year march 31st 1983, VRL Company initially in the transportation of goods and services subsequently it concerned the business of courier service in the year 1996 it acquired passenger buses, initially vijayanda travels operating in the state of Karnataka and Maharashtra Presently VRL existing with largest network in India, the VRL parcel service is indispensable for large no of corporate houses. This network spans the length and breadth K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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of the country and is supported by large number transshipment hubs, VRL operates through a network of 2629 Locations 911 branches, franchises and valuable customer, now VRL expanding its service to reach even the remote location of the country with the help of 2691 vehicles (including 196 hi-tech buses) Over the years VRL has pioneered in providing a safe and reliable delivery network in the field of parcel service. It has spread its operations to courier service express cargo and Aviation to meet the growing of the customer base At the core of the groups transport business is its 43 acre transport cum warehouse complex in Varur, Hubli. This unique facility has all the essential back up service under one roof. The total built up area of complex is 25000000 sq ft with an additional 1,00,000 sq, ft, of land utilized for sheds and vehicle parking, this complex contain the head office building, transshipment Godown, Workshop, Canteen, Drivers rest room, Own diesel bunk.
VRL Courier Services This section was started in the year 1992, which deals with courier services that play a vital role in modern business. In fact it has been so well accepted by the people that prefer courier rather than the postal services. Courier is faster than transport because there is no compulsion for entire lorry to be full. Even a single parcel booked is sent to destinations through various sources. The company has covered around 350 stations for courier parcels. Daily circulation of covers is more than 3500 covers there are more than 350 branches only in Karnataka the main office is in Bangalore after the expansion of the courier service in Karnataka. They are booked at various booking offices and sent to the main office. The turnover of courier service was 5 crores per annum in the year 2008-09. it has become famous at national level. But on July 17th 2007 it has reduced to only Karnataka
Rate charged. For one cover up to 250 grams the rate charged Rs. 10/Parcels. Up to one kg 25 plus additional charge on every kg Rs 15 per kg K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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Brief introduction of working process Hubli courier office is the main office. And al collected consignment and documents which have collected through company employees and company agents are come to main office. In main office courier are classified according to city name and keeping that document in separate section. For keeping those classified documents the section has separate place for every state and city area, after this classified parcels will be sent to its destinations places.
Punch line of VRL courier service “Any where any time”
VRL EXPRESS CARGO Surface, train and cargo mode service Dedicated company owned vehicle Door pick up and delivery On-time delivery Online track and trace facility 24*7*365 days operation Dedicated and well-groomed customer care windows Extensive nation-wide network
COMPETITORS OF VRL COURIER SERVICE K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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DTDC Professional courier service TEJA First flight Prakash Others
VISION, MISSION AND QUALITY POLICY VISION The vision is to inject new ideas in the transportations Self motivate the employees for a change and there by change the organizational behavior to achieve company’s goal. To provide quality and better service to public. To emerge as one the leading players in the transportation industry in India. MISSION K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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To provide a highest quality service to our customers by continuously increasing cost efficiency and maintaining delivery deadlines. To encourage our employees workforce to strive for quality and excellence in everything they do, to promote team work and create a work environment that takes care of talent and bring out the best in our employees. Providing a quick and safe delivery of goods service is their motto QUALITY POLICY The VRL started with the sign of “symbol of service” the VRL are committed to meet the needs and expectations of our customers by providing quick, prompt, efficient, reliable, cost effective and safe service. Maintaining transparency in all their truncation and strive for continual improvement for enhancing customer satisfaction. In the words of chairman and managing director “we are committed to provide quality transportation and logistics service consistently at reasonable rate and to continually improve the same to achieve customer to delight on sustainable basis.
ORGANISATION GOALS The customer satisfaction is the key factor in today’s market as “customer is the king”, hence forecast and analyze the requirement of the customer is a must. The goals of the company are as below •
Quick and safe service
•
Customer satisfaction and employee satisfaction
•
Competition price
•
Attain market leader ship
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OBJECTIVES OF THE COMPANY
The main objective of the company is to provide good service to customer with the reasonable rate and provide quick prompt and service.
Human resource development
To develop the transportation business in states like Andra Pradesh, Tamilunadu and Kerala
Training for all employees
Customer satisfaction
To have an independent own building with printing machines and computer for each and every district
Competitive price
Productivity and innovation
To build highly motivated and committed team of staff by providing a good work culture to achieve individual performance
To implement ISO 9002
SERVICES
The person who are booked for the travels are covered by insurance.
They provide returned journey ticket booking facility
To maintain their good service they go for only selected hotel place for hygienic food.
Incentives are provided to drives for safe and timely service.
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Concession is provide for the school and college going students for their study trips.
Quick settlement of claims of the customers.
Careful handling of goods consigned
ACHIEVEMENTS AND AWARDS ACHIEVEMENTS
The company has 1600 vehicles consisting of cargo and passenger buses and is claiming as a largest fleet owner in the world entitled for an entry in the business book record. The “LIMCA BOOK OF RECORD” has already accepted the entry and has been publishing the updated information in the year after year. The company has making all affect to have own infrastructure facilities like transshipment yards etc in all key business by acquiring the immovable properties. It is the company of certified by ISO 9001 and 2000. AWARDS 1) UDOYG RATNA: In the year 1994 “INSTITUTE OF ECONOMICS STUDY”, NEW DELHI has conferred the MD of the company with “UDOYG RATNA”
2) SARIGE RATNA: In the year June 28th 2008 the Bangalore city lorry agent association has concerned MD of the company. 3) VISHVESWARAYYA NAVARTNA AWARD: In the year 2003 4) INTERNATIONAL BIOGRAPHIC CENTRE: the international has chosen company MD to include in
the dictionary of
“INTER NATIONAL
BIOGRAPHICS” for hops contribution and monitories achievements in cargo transport couriers and tourism sector.
LOGISTICS ACITIVITIES Outlined below are the key activities required to facilitate the flow of a product from point of origin to point of consumption. All of these activities listed below, may be considered part of the overall process. K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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Customer service Demand forecasting/planning Inventory management Logistic communication Material handling Order processing Packaging Plant and warehouse site selection Procurement Return goods handling Warehousing and storage While all organization may not explicitly consider these activities to be part of logistics activities, each activity affects the logistics process.
CUTOMERS OF VRL LOGISTICS Deepa traders Surya agencies N.K. Electronics G.K.tires Birla tires Supreem Agencies Girias Sumitra Traders Samsung India pvt ltd Onida Electronics Britani K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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BUSINESS STRATEGY The key elements of VRL logistics Ltd business strategy are Consolidating its position in the south Indian market. The company already has the highest network of branches in south India. The company focus hitherto has been interstate business delivering goods to and from these states (expect in Karnataka) with increase in the number of branches in each of the south Indian states the company now plans to expand the interstate transportation in these southern states. Increase its share from the north Indian market VRL LOGISTICA LTD hopes to increase its takings from the northern market by establishing more offices in key states like Rajasthan, Haryana. Etc Increase its thrust on marketing larger share from the corporate market. The company is in the process of shoring up its marketing function, by hiring senior level people to grow all its business (parcel, passenger, and courier) with specific focus on corporate business and express cargo business. Shore up its infrastructure through owned yards. One of key strength of VRL LOGISTICS LTD is its infrastructure in terms of its, around the country these yards enable the company to provide extensive service in the parcel segment by aggregating and distributing goods through its “Hub and spoke” model currently operates these yards out of rental premise, expect in Hubli where it owns the rest built a modern facility the company intends to establish owned premises in the rest if the locations through which it can realize significant cost savings through greater operational efficient.
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SIGNIFICANT GROWTH OPPORTUNITY IN INDIA With its leadership status in the inter-state transport business within the south India, VRL LOGISTICS LTD hopes to extend its dominances in the southern region by opening new source India. VRL LOGOSTICS LTD realizes that fringe players whose control is on the down swing dominate the inter-state transportation market in other southern states. This leaves a gap for a reliable transporter to provider inter-state service in the other southern states. Given its infrastructure and brand equity in these markets VRL LOGISTICS LTD believes that it is uniquely positioned to fill these need gaps, the company is in the process of expanding its branch network in Kerala, Andra Pradesh and Tamilunadu to facilitate its inter-state transportation of goods
FUTURE PLANS The VRL LOGISTICS LTD is interested to undertake the following projects in its future to enlarge its business Establishment of wind power plant Establishment of milk and milk products Enter into the airways Establishment of sugar industry To introduce still one thousand vehicles, in both transshipment and travels sector To extend their branches even to remote village and increase its market coverage To provide more employment to the people and try to eradicate in employment as per their ability
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To introduce the travels in the other states of India. To provide some social service to the public To increase their profits by exiting source and by the diversification To provide some social service to the public
SWOT ANALYSIS STRENGTHS •
There is dedicated workers increase in growth of their turnover
•
They provide good service that leads to customer satisfaction
•
The company is recommended by Indian books association Mumbai
•
They provide training facility
•
They have good brand image
•
They provide direct and indirect employment to many people
•
They did not undergo any lockout, strike etc
•
They have their own in house body building of vehicle
•
They have new courier service called “CARGO EXPRESS” which refers to the 24 hours of service.
•
The company is having wide network of branches spread all over Karnataka, Andhra Pradesh, Madhya Pradesh, Maharashtra, and New Delhi.
WEAKNESSES The garage is centralized all the vehicle must have to come Varur for repair and maintenance K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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They are highly depend on economic scenario They only concentrate on rich class of people There is heavy work load
OPPORTUNITIES They can decentralize their garage and office They can concentrate on remote rural areas They can enter into international courier and cargo express service They can extend their services to Northern India
THREATS Uncertain policies of the Government Competition New technology economic slowdown Maintenance
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ORGANIZATON STRUCTURE Vijay sankeshwar Chairman and MD
Anand sankeshwar Managing director
R.P.Raichur Director
Sunil Nalavadi CAO
K.N.Umesh CEO
L.R.Bhat CTO
V.P.Karmadi VP (operations)
Anjan Rao VP (Aviation)
S.L.Nagaraj CAO
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG G.R.Hatti GM (Administration)
G.S.Ayyer VP (Finance)
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Y.M.Hamali GM (Infrastructure)
C.M.Bulutti GM (MCP)
Prabhu Salegery GM (Travels)
S.G.Patil GM (HRD)
THE DEPARTMENTS IN VRL LOGISTICS LTD There are eight departments in VRL logistics they are as follows 1. Legal department 2. Complaint department 3. Maintenance department 4. H.R .department 5.
Account and finance department
6. Garage department
LEGAL DEPARTMENT
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Legal department is one which plays most prominent part in the company it focuses on all the legal aspects concerned to the company. It function positively towards the success of the VRL logistics ltd group of companies
The functions of legal department are: Settlement of industrial disputes Settlement of workmen compensation Settlement of accident claims To avoid illegal activities in the firm Advice the department in firm Suit against bounced cheque Settle legal charge
Settlement of industrial disputes Industrial disputes include strikes; lockouts are settled under industrial disputes act. Thus settlement of these disputes is one of the activities is concerned with trade unions. Settlement of workmen compensation This compensation under workmen compensation act include accidents, matters related to gratuity pension etc are settled provided accidents to employees on job. Settlement accident claims K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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In case of accident are losses to the vehicle o VRL LOGISTICS LTD of companies occurs then compensation can be claimed by this department. To avoid illegal activities in the firm Illegal activities such as theft, robbery, within premises are avoided thus this department is created Suit against the bounce cheque Customers are given maximum period to clear the debt. If the positive response is not given first notice is sent. That is within 30 days and second notice within 90 days and third notice within 20 days and there after are not sent but personnel approach is given and then legal action is imposed, these notices are issued in order to avoid legal litigation, enmity. Advice the department in firm This legal department acts as an advisor for the different department of the concerning with ethics, social obligation towards the public
Complaint department Here is department to handle and settle the customer complaint this department takes care of customers to keep their interest in the companies service problem of customers will be handled efficiently and settled properly of their satisfaction. Complaint settled by the this department Delays K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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Delay caused in delivering of materials to destination point. Delay due to delivers negligence inconvenience etc Settlement When the customers complaint about delay in delivery of goods with no Enquire will be made from destination point about the undelivered goods. And the date of right delivery date will be given. If loss is caused to customer due to delay, such loss is compensated based on value of goods. Exchange of materials This is one complaint that customer that customer may complaint. Sometimes the goods may replace by the consignor unknowingly. So the customer is not in a position to receive the goods. Therefore the above complaint is placed. Road robberies, fire theft etc The goods are undelivered to the destination point due to robberies fire, theft. Etc Settlement The company takes back the goods from wrongly delivered consignee and redelivers to the right places. Booking place – Destination (delivery point) 1st notice --- 30 days
2nd notice --- 90 days K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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3rd notice --120 days
Department
Sold through
Final notice
Action
Before setting
Maintenance department This department does the work of maintaining of various vehicles which bus lorry and other goods carrier, at present there ate 2800 vehicles which include Volvo buses, luxury buses, lorry, and mini buses. Etc Function of maintenance department Centralized purchasing Reporting the vehicles Complete body building of vehicles Changing of oil clutches as per the schedule for precaution Hiring the lorries on the bases of locality and demand Maintenance of drivers account, looking after their performance, appointment of new drivers etc.
Accounts and finance department It is a most important and life blood of the company K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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Bases of preparation of financial statement Revenue recognition Fixed assets Depreciation Borrowing cost Taxation Revenue recognition The company generally follow mercantile system of accounting expect on claim which is a counted cash basis. Fixed assets Fixed assets are started cost of acquisition construction expect in certain fixed assets. Which has been revalued less depreciation all cost relating to the acquisition and installation of fixed assets are capitalized and include borrowing cost the assets is put to use Depreciation Depreciation of fixed assets been provided on straight line method prescribed in 14th company act 1956. Taxation Provision for current tax is made retained in the accounts on the basis of estimated tax liability as per the applicable provision of income tax act 1961 and considering assessment order and decision of appellate authorities in company case. “Accounting for the taxes on income” issued by the institute of chartered accountant of India based on the computation of deferred tax assets liabilities is an under.
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HUMAN RESOURCE DEPARTMENT It is the heart of VRL LOGISTICS LTD group. It is department where matters relating to recruitment, selection of grievance etc taken place. A well experience person any manager of personal department looks it after. Its activities are spread out over large areas some are Employment Well fare of employees Facilitating for provident fund & gratuity Facilities of ESI Matters relating to leaves, salary, bonus etc Improving employer and employee relation. OBJECTIVES OF HR DEPARTMENT To increase productivity of the organization To reduce cost To prepare for future assignment To reduce labor absenteeism To minimize of the operational errors PROCEDURE FOR RECRUTING THE EMPLOYEES At present company provides each department having its own recruitment procedure according their needs and wants. Generally in higher post like officers and managers filled by both merit and seniority basis. SELECTION After the process of recruitment the next step is to selection of the right candidate. The selection procedure is comes are with securing relevant information about an applicant. This information is secured mean in a number of steps and stages. Once the formal procedure reading calling of applications takes place. After scrutinizing the K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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applications of qualified candidates are called from interview. The direct interview method is prevailing by a VRL. The selection committee checks the ability of the person through various tests. Thus the right candidate is selected for the particular job.
VRL LOGISTICS PARCEL SEVICE GENERAL PARCEL They provide general parcel service in 17 states, 7 union territories covering 649 cities in India. The parcel business is not a time bound service. However their company aims at faster deliveries to enhance customer satisfaction. Booking of the parcel is done at booking office and then sent through one or more transshipment hubs. At each of the transshipment hubs of the goods are segregated and finally delivered to their deliver office. The customer then collects it from their delivery office. However in case of customer demand they provide door to door also on extra charges. If the parcel is not collected by the customers from their branches within the specified periods they collect demurrages charges and also send reminders to the customer and the consignee. In case such reminders are not responding to within a specified period they intimate the customer within the specified in the information letter notice of auction is sent to the consignor and consignee, after which the consignment is deposed off in accordance with the notice. In this category the charges made on the basis of weight and space occupied by the consignment whichever is higher. On the basis of weight Minimum weight consider is 40kg i.e. the weight of the consignment is below 40kg then also it will be consider as 40kg only freight also varies according to distance it has to cover On the basis of space For determining the rate the parcel is weight at booking hose on the basis of CFT. The organization consider 1CFT=10kg. K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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CFT=length*Breadth*height If the CFT cannot measure, rate is charged as per the weight and distance. After determining the rate the waybill No. is marked or labeled on the goods. The goods are then forward
Charges of VRL courier service Karnataka In Karnataka for document Rs 10/- up to 250gr and for every additional 250gr Rs8/-. I. e. for every extra half kg. Bangalore In Bangalore for document RS12/- up to 250gr and for every additional 250gr Rs8/AND FOR PARCELS The parcels are like tablets medicinal equipments and gift items and also electronics goods etc. for 1kg Rs20/- and in local Rs 7/- for documents (250kg) and for non document Rs 12/- per kg this is within Karnataka. Out of states SOUTH------ Rs25/- for document (250gr) and every additional 250gr Rs20/- and for non document Rs40/NORTH------Rs 35/- for document (250gr) and for every additional 259gr Rs 25/And for non document RS 69/-. They have started national and international level courier service on 14th July 2009. The international level like Colombo, Dhaka, Dubai, Katmandu Singapore etc. INTERNATIONAL LEVEL Colombo --- for 500gr Rs 250/K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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Dhaka
---for 500gr Rs 290/-
Dubai
--- for 500gr Rs 190/-
Katmandu --- for 500gr Rs 110/ Singapore --- for 500gr Rs 290/For these courier services they have tie up with chatter plain MODES OF PAYMENT OF THEIR CUTOMER The price charged by their company for transporting parcel is determined on the basis of the weight or volume of the goods and the distances of delivery point. They have three types of payment mechanisms in their parcel and courier service business. Paid Under this system the consigner pays the charge to their company at the time of booking the consignment. This is the most common mechanism of payment and this enables them to receive their revenue immediately. To pay Under this system the consigner does not pay the charges at the time of booking the consignment but consignee is required to pay the same upon collecting the consignment from their office Running cost Under this mechanism, the consigner does not pay the charges to their company at the time of booking the consignment nor is the consignee is required to pay the same upon collecting the consignment. Their company provides its services on credit and keeps a running account of the charges the consigner or consignee is liable to pay and the consigner
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or consignee is required to make payment against the running account on a weekly or monthly basis, this facility is only extended to selected high volume regular customers.
TRANS-SHIPMENT POINT Transshipment point is yet another important section of VRL group where in all the materials which are booked from the office all around the country, whose destination is the area under Hubli branches are bought in sorted out stored and then sent to their respective destination within two days, however the goods that are to be claimed by the consignee have a demurrage period of thirty days. In simple words it is hub and spoke arrangement, the transshipment point acts as the hub and all the destinations (places ) coming under this transshipment point acts the spokes. There are 110 staff working at Hubli transshipment point as well as 250 contracted laborers working day and night around thirty – forty laborers working in each batch. The transshipment point has the following departments Booking section Time in and time out section Dispatching section Account section BOOKING SECTION At the booking section office the booking of the goods to be transshipped are made. There are thirty plus people working in this section, these people are normally sent for K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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collection, making and continuing of the goods, and looking after the clerical work in this section. The main function of the booking section is to take the goods from consignee and weighting them. Then the freight price is fixed for the goods are sent to the transshipment point for the delivery. Freight rates are varied according to the distances covered, nature of the goods, season, condition of the roads, type of goods to be transshipment and risk involved in it, there for the freight of the goods is charged on the following basis Goods with heavy weights Weightless goods Long distances and short distances Sorting section Here four employees are working in this section. Employees will sort out the parcel and document and according to their destination (city). They have different section for keeping those sorted documents. Dispatching section In this section booking and parcels are sending to their destination place through vehicles and keeping the records on what time the parcels had dispatched and the list of sender document or parcels and address or the consignee. Time in section Dispatched parcels from other branches come to Hubli main office in this section employer maintain the records of when and what time parcels were received and the name of list of parcels and the conditions parcels or document and the name, signature of checking is charge. Time out section
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In this section employees maintain their record of when and what time parcels are dispatched and lest of parcels which are dispatched and made sign of in charge and dispatch time. Account section This section maintains the accounts. Here clerks maintain the account or record of the day to day transaction and all transaction lists send to head office. Account copy In account copy, day to day transaction are listed
Branch office time
Date
Client name
Weight of the parcel
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Executive Summary VRL is in Goods Transportation and distribution business which is carried across 17 states and 7 union territories covering 649 cities throughout India they cover the states of Karnataka, Andhra Pradesh, Kerala, Maharashtra and Goa etc. they have become world class customer and thus expect world service. Hence it is customer service which is going on to give the competitive edge to any industry in the future. This report is based on study K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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conducted on the topic “customer satisfaction level with regards to price and service of VRL courier in Gadag” so I am thankful to the institution for giving us an opportunity to undergo project work as our in-plant training program in the field of management. This fruitful venture was accomplished by undertaking the study on courier service which is well known for its quality and in time service. The pioneer is known as VRL Courier Service, A DIVISION OF LOGISTICS LTD. As the customers are treated as king of today’s business world it’s mandatory to see our kings are satisfied. Hence the study is carried on customer satisfaction. So whatever service is provided to the customer, his satisfaction is a must otherwise within no time the company will lose his customer. So the study explore the needs and requirements of the customer so by the study that too by the survey can get the clear picture about the satisfaction of customers towards the VRL LOGISTICS LTD courier service and one can know what are the additional things to be added so that customers will be delighted. The target is the people who are the customers of VRL LOGISTICS with a sample size of 40 respondents. The tables and charts were used to translate respondents into meaningful information to get the most out that collection.
Service Analysis: In today’s competitive market, the firms or the organization competing each other, by offering the specialized service. The specialized service become the variable for competition it becomes more important for the service based industries. Because they are not manufacturing anything, but only producing the service, and that service is perishable in nature. The effectiveness of the service can only known by conducting study on that K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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service which include the collection of the opinion of the customer who are already consumed that service. In sample the service analysis helps to make service more effective. The service based industries competing with each other by taking the quality and additional service as the variable. The service analysis will provide clear cut information about effectiveness of the service and also improvements to be made for making that service effective. So that the service provider or the service lender will improve his service and attract more number of customers.
Objectives of the study To know the customer opinion towards the company service. To know VRL courier service system and present condition. To find the gap between company services and customer expectation. To know the price level of VRL logistics ltd courier service compared to other competitors. To know safety of documents and time management To know staffs behavior with regards customers information and complaints. To know the level of satisfaction towards courier service offered by the VRL logistics ltd
Study of the project Primary data
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“To study about customer satisfaction level with regards to price and service of VRL courier service in GADAG”. The primary information was gathered through questionnaires and discussion with the customers of the VRL logistics and also collecting suggestion from them. Secondary data Secondary data which is collected from the various books and the company websites, broachers, company records annual reports. Sampling Sampling allows us to concentrate our attention upon relatively small number of people and hence devote more energy to ensure that the information collected from them is accurate.
Area of research
: Gadag City
Research instrument: Questionnaire Sample plan
: Personal interview
Sample unit
: Customers who are using the VRL Courier Service
Sample size
: 40
Data interpretation 1. Occupation: Particulars
No of Respondents
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Percentage Page 35
Government Particulars
2 No of Respondents
5% Percentage
Professional Friends
620
15% 50%
Private Advertisement Agriculture Relatives Others
22 6 3 10 7
55% 15% 7.5% 25% 17.5%
Others Total
4 40
10% 100%
40
100%
Total
Inference: From the above graph we come to know 55% of the respondents are private and followed by others 18%, professional15%, agriculture7%, government 5%. 2. How did you come to know about VRL courier service?
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Inference: From the above graph we can come to know that 50% of the respondents are come to know about VRL service from their friends, followed by 25% from relatives, 15% from advertisement, 10% from other.
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3. How often you use courier service? Particulars
No of Respondents
Percentage
Daily
3
7.5%
Weekly
5
12.5%
Monthly
12
30%
As & when necessary
20
50%
Total
40
100%
Inference:
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By looking the above graph we come to know 50% of the respondents use courier service as & when necessary followed by 30% monthly, 12.5% weekly, and 7.5% daily. 4. Rate the following factors relating to VRL courier service?
Particulars
No of Respondents
Percentage
Excellent
20
50%
Very good
16
40%
Average
4
10%
Poor
0
0%
Total
40
100%
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Inference: From the above graph we come to know 50% of the respondent’s opinions are excellent relating to the VRL courier service. No one with the opinion of poor. 5. Compare to other courier service do you feel VRL charges are reasonable? Particulars
No of Respondents
Percentage
Yes
14
35%
NO
26
65%
Total
40
100%
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Inference: From the above graph we come to know 65% of respondents said the price is high and 35% of the respondents are said no. 7. Any time in the past parcel was missed or it was not delivered to you?
Particulars
No of Respondents
Percentage
Yes
12
30%
No
28
70%
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Total
40
100%
Inference: From the above graph we come to know 70% of the respondents are has not missed their parcels and documents and 30% of the respondents said yes.
8. If yes, how frequently it is? Particulars
No of respondents
Percentage
Once in a week
1
8.33333333%
Once in a month
3
25%
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Once in a quarter
3
25%
Once in a year
5
41.6666667%
Total
12
100%
Inference: From the graph we come to know parcels were missed once in a year rather than others.
9. What time VRL courier service took rectify your complaints?
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Particulars
No of respondents
Percentage
One day
8
20%
Two day
15
37.5%
One week
12
30%
More than a week
5
12.5%
Total
40
100%
Inference: From the above graph we come to know 38% of the respondents are said they took their problems in two days and 30% one week, 20% one day, 12% more than one week.
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Particulars
No of respondents
Percentage
Very good
12
30%
Good
18
45%
Average
10
25%
Poor
0
0%
Total
40
100%
10.How do you rate the behavior of VRL Staffs?
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Inference: From the above graph we come to know behavior of the VRL staffs is good.45% of the respondents are said very good, and 30% of respondents Good, remaining are said average, but no one said behavior is poor.
11. Does VRL handle the customer complaints immediately?
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Particulars
No of respondents
Percentage
Yes
32
80%
No
8
20%
Total
40
100%
Inference: From the above graph we come to know the complaints of the customer handled immediately 80% of the customers said they handled immediately.
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12. What is the response of VRL staffs, if any information is need? Particulars
No of Respondents
Percentage
Excellent
11
27.5%
Good
15
37.5%
Better
10
25%
Poor
4
10%
Total
40
100%
Inference: According to the analysis we come to know 28% of the respondents are said excellent, 37% of the respondents are said good, and 10% of the respondents are said poor.
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13. What is your overall satisfaction level of VRL courier service?
Particulars
No of respondents
Percentage
Highly satisfied
15
37.5%
Satisfied
25
62.5%
Not satisfied
0
0%
total
40
100%
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Inference: According to respondents we can say that the customers are satisfied with the service of VRL in Gadag.
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Findings Research show that some of the respondents are not convenient with price offered by the VRL courier service. Most of the respondents are satisfied with the safety aspects of VRL courier service of their parcels.
According to respondents VRL courier service quick and safe.
During the survey I found that the VRL booking points are near to the respondents in Gadag. While making survey report I found that handling customers problems
and
complaints in VRL office is good. While making survey I found that VRL charging of price if little high compare to others. During the survey I was found behavior of the VRL staffs with customer is good.
I was found during the survey VRL takes the less time to rectify the missing parcels
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Customer Suggestions: Give little more attention and care to customers complaints. Keep the price charge by VRL should be competitive Some of respondents want to improve the human relation of the VRL staffs with customers. Most of the customers suggest give some discount to regular customer and offer some attractive scheme. Company should keep in touch with the customer after the service so that it helps in identifying the problems faced by the customers and the outcomes help to the company.
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Questionnaire I am Mallikarjunagouda. S. Patil. B.B.A 6th sem student of J.T. College of B.B.A Gadag. As per academic requirement I am doing a project work on “A Study on customer satisfaction level with regards to price and service of VRL courier service” as a part of it I am conducting a survey so please provide your co-operation and I promise that the information is collected will be confidential. 1. Name
Address
: :
Tel phone no: K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
E-mail IDPage 54
2. Age : 3. Occupation :
A) Government
B) Professional
C) Private
D) Agriculture
E) Others
4. How did comet know about VRL courier service? A) Friends
B) Advertisement
C) Relatives
D) Others
5. How often you use courier service? A) Daily
B) Monthly
C) Weekly
D) as and when necessary
6. Which often courier you utilize? A) Professional C) First flight
B) DTDC D) Teja
WHY? 7. Rate of the following factors in relating to VRL courier service? PARTICULERS 1. SAFETY 2. IN TIME
EXCELLLENT VERY GOOD AVERAGE POOR
DELIVERY 3.SERVICE K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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8. Compared to other courier service do you feel VRL charges are reasonable? A) Yes
B) No
9. Any time in the past parcel was missed and not delivered to you? A) Yes
B) No
10. If yes, how frequently it has happened? A) Once in a week C) Once in a month
B) Once in a quarter D) Once in year
11. What time VRL courier service took rectify your complaint? A) One day B) Two day
C) One week D) Others
12. How do you rate the behavior of the VRL staffs? VERY GOOD GOOD
AVERAGE
POOR
13. Does VRL handle the customer complaints immediately? K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG
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A) Yes
B) No
14. What is the response of VRL services any of your information need? A) Excellent
B) Good
C) Better
D) Poor
15. What is your overall satisfaction level of VRL courier service? A) Highly satisfied
B) Satisfied
C) Not satisfied 16. What will you suggest to improve the courier service?
Date:
Signature
Thank you for your co-operation and a valuable feedback
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BIBLIOGRAPHY
www.vrllogistics.com- company website
Company journals and magazines
www.google.com
Marketing management by Philip kotler
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