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LOGISTICS INDUSTRY

Vichare Courier Services

Sweta Karn (08-701)

Ashish Agnihotri (08-704)

Ajinkya Atre (08-707)

Ameya Desai (08-719)

Rajendra Kelkar (08-731)

Rahul Kumar (08-734)

Salil Lavgankar (08-737)

Ashish Singh (08-753)

Rohit Virkar (08-756)

Sanket Wajge (08-759)

Shivangi Yadav (08-760)

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Introduction

Couriers are basically a service for sending some

documents/parcels at an extra cost for its added

features

Indian courier industry started 15-20 yrs. Courier services in India can be segregated in few

categories: 1) Intra city services

2) Inter city services

Indian Parcel Courier market is estimated at about

Rs. 9000 crores

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Vichare Courier Services

Started in 1996 by Vichare brothers

1.5 lakh package handling capacity daily

90 Branches, 3700 employees

USP: They are always at the right place at theright time with the right message.

Major Corporate Clients include: ICICIBank,Reserve Bank Of India, MTNL

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7 Ps

Product

5 courier services:

VAS----MTNL, BEST, Tata Indicom bill payments

Cash back if not delivered on time

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Price

Weight allowed (250 g) per courier: Rs.15, Per

Additional 250 g: Rs. 15

Bulk Documents: Rs.12, Charity trusts: Rs.6

Corporate Customers: Service Contracts

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Promotion

No outdoor advertisements, hoardings, banners

Payment Slip contains relevant Contact Details

Mainly word of Mouth

Info. Circular to existing customers when new

services are started

Tie-ups with LIC & mutual funds Customized contracts (Both Retail and Corporate)

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Process

Coding System as per pin code of each branch

The coding system standard: A20, BB56, C23

Totally Manual System---Computerization in near

future

Delivery van delivers the respective parcels

Customer Complaints taken over phone at anybranch

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People Organization structure

For every branch there is 1

office in charge, delivery boys,

pick up boys and cashier

Staff: 35 to 50/branch

Centralized hiring

Physical Evidence Acknowledgment receipts

Attire

Zone Director

Marketing

Manager

Assistant Zonal

Manager

Supervisor

Office In charge

DeliveryBoys

Pick up Boys Cashier

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The Services Marketing Triangle

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Customer Gap

Efficiency

Reach

Home Pick up

Delayed response

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Gap 1: Knowledge Gap

For courier services, customers want timely

delivery at low cost

Vichare has feedback/ complaint system for itscustomers

Cash back schemes if docs are misplaced

They dont provide packaging as VAS

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Gap 2: Service Design &

Standards Gap

The process design is simple in nature

Customer hands over the package/billing done as

per type of service

Coding system implemented

No computerization

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Gap 3: The Service Performance

Gap

Strong internal promotion system

Customer waiting time is minimal in most cases

Employees have adequate knowledge

Organization structure is well defined

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Gap 4: The Communication Gap

Promise of efficient services is rendered

No franchising for better coordination

Adherence to procedures and standards

Lack of updation/inconsistency

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Recommendations

Provide Packaging as VAS

SMS Alerts as acknowledgements

Using RFID to check the real time location of vans

Scope for implementation

of IT systems: Sorting and

codification

Festive Offers

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Strategy for expansion

On Intracity Level

Tie-ups with educational institutes to take up their

customised services or contracts

Dabbawallas for Promotion due to their Industrial Reach

Targeting Industrial Areas like MIDC, SEEPZ, STP

On Intercity Level Should start transactions with metros like Delhi,

Bangalore, Kolkata, etc

Intracity courier services could be started in these cities

after knowing the market at those places

National Level

ISO, Six Sigma certifications for Global Level

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Thank You

VI (chare brothers) CH (erished) A

(dream to shoulder the burden of taking

care, reliably, meticulously & effectively

of mailing needs of Consignor and as

a) RE (sult our clients)