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Mr. J. DANIEL(Reg. No. 1029149)
VELTECH MULTITECH DR.RANGARAJAN & DR.SAKUNTHALA ENGINEERINGCOLLEGE, AVADI.
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` Feeder vessels is uneconomic for large deep sea container ships tocall at multiple small berths /ports to load/discharge a very smallnumber of containers.
` So small feeder container ships were introduced to run betweenmain terminal and local berths or small ports, moving incomingboxes to their eventual destination and fetching back outboundcontainers.
` Feedermax containership 900 TEU, 17.5 knots 133m LOA, 9,200DWT.
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IMPORT CYCLE
TDR from Load
Port
Vessel related applications
to Port/Customs
Cont / Vessel Arrival notice to
Clients
Vessel arrival
ETB/ETD notice
Filing of IGM
Vessel Berthing Time,
Data Notification to
Principals
Container Discharge
EXPORT CYCLE
Sourcing
Booking
Slot
Allocation
Customer Service
notification to clients on
vessel ETA/ETB/ETD cut
off slot confirmation
Allocation ofSpace to Clients
Plan loading
File Vessel related
Export Documents with
Port/Customs
Updates to Mktg /
Principals on Discharge/
load balance vessel
performance
Filing of EGM
On vessel sailing,
confirm final loading
Principals
TDR to next port /
clients / principals /
Invoicing
SERVICE PROFILE
BUSINESS PLAN
VISION
QMS
Market Intelligence
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SLOTS BOOKINGS
RATE REQUEST
RATE QUOTE
ALLOCATION OF SLOTS
CONFIRMATION OF SLOTS
LOAD CONFIRMATION
UPDATES REGARDING VESSEL
VESSELS
CLARIFICATION OF QUERIES
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` The shipping industry transports cargo through designated searoutes. The global shipping industry is regulated by the internationalmaritime organization.
` This industry involves huge capital, wide workforce and technology.The process of shipbuilding is also lengthy in terms of time takenand there are many other ancillary industries associated withshipbuilding as suppliers.
` Shipping industry plays a significant role in the Indian economy as5% of Indias international trade by volume and 70% by value areseaborne.
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To be a premier organization that offers total shipping solutions, byproviding high quality innovative services to its customers andstakeholders and to be the market leader and trend-setter in the IndianSub-continent, Arabian Gulf and South East Asia region.
` To provide quality and reliable services to our customers at all times
` To remain committed to excellence
` To explore and discover new business horizons
` To provide our people with adequate growth opportunities
` To achieve each end tempered by quality means
` To make a constructive contribution to the society at large
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` Trust and Openness
` Mutual Respect
` Quality
` Excellence
` Customer Orientation
Orient Express Lines FZCO
` Orient Express Lines (OEL) was launched in 1983 with a mission toprovide a reliable common carrier feeder service.
` Orient Express Lines, which is part of TRANSWORLD GROUP OFCOMPANIES, with the international headquarters at Dubai and aregional headquarters at Singapore
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Shreyas Shipping and Logistics Ltd.
` shreyas Shipping and Logistics is India's first and only containerfeeder owning and operating company.
` Shreyas used its accumulated experience in operating feederservices to pioneer coastal transshipment services within Indiathereby connecting Indian ports to each other for the purposes ofrelaying containerized cargo
` Shreyas is always looking for new areas of business and is nowlooking at Greenfield ventures in the areas of Mid-size parcel anddomestic logistics
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Relay Shipping Agency Ltd.
` Relay Shipping Agency is established in 1983, which is the part of
Transworld Group of Companies.
` To be a premier organization, which offers total shipping solutionsby providing high quality innovative services to its customers RelayShipping is one of the leading agencies for Orient Express Lines
(OEL) and Shreyas Shipping and Logistics Limited
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` The customer satisfaction level towards Relay shipping is notincreasing these days, this is because of increase in competitorsand also it may be because of lack of marketing or lack ofconcentration.
` So it would be appropriate to identify the customer satisfaction andtheir requirements to retain the customers towards the Relay feederservice. And also this will helps to increase profit of the company.
` So if the company rectifies problem in the service it helps toincrease the customer satisfaction level and also helps to increasethe profit of the company.
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PRIMARY OBJECTIVES:
` To analyze the customer satisfaction in feeder service
SECONDARY OBJECTIVES:
` To identify the customers expectations.
` To identify the important parameters for customers retention.
` To compare the services with the competitors.
` To suggest measures to retain customers.
` To prepare SWOT analysis chart.
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SCOPE
` Customer satisfaction towards feeder service.
` Expectation of the customers will be the final result.
` It will result in strategies to increase sales.
` It will result in the creation of big success in the feeder.
LIMITATIONS
` There is long delay in receiving questionnaires dully filled in.
` Since the questionnaire is inelastic. Asking supplementary question
is not possible.` Some of the respondents did not respond to open-ended questions.
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` SCUDDER AND HILL (1998):A number of studies or feeder servicehas been reported in the operation research literature .traditional reliesheavily on mathematical modeling in the feeder service.
` Hanjin Shipping (2000), (President CEO J.W. Park/ www.hanjin.com)launches a dedicated feeder service between Korea and China fromJune 15.
` Y.H.V.LUN,K.H.LAI AND T. C.CHENG(2004): Evaluates the containershipping industry, it is imperative to identify the factor that influence thecapacity of the industry, explain how these
` RYAN920040(2005): when demand for shipping capacity in uncertainand significant loads times exist for adding capacity managers ofshipping firms must carefully consider their capacity decision . factoreffect the container shipping market
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The study is based on descriptive research design. This descriptive researchwas used to get some available techniques and study the drawbacks and thiswill help to over come the problem occurring in the feeder service
` STUDY POPULATION:
The study population was Conducted in Chennai to the liners because theyare the Customers providing TEUs or laden. There are totally 70 respondents.
` SAMPLE SIZE: 70.
The data has been collected from 70 respondents. The samplingtechnique used is census.
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` PRIMARY DATA:
It is mainly collected through the questionnaireinstrument.
` QUESTIONNAIRE METHOD:The questionnaire method was used to collect primary
data. In this research work I adopted mailed questionnaire methodand this method consisting of a list of questions pertaining to theenquiry prepared
:
` The analysis is done with the percentage analysis, chi-square testand paired sample t-test.
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Data analysis and interpretation involves:
`
Looking for patterns in what was said.
` Putting together what people says at differenttimes.
` Putting together similar things said by differentpeople
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Customer Type No. of respondents Percent
Top customer 22 31
Medium customer 28 40
Small customer 20 29
Total 70 100
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Association No. of respondents Percent
Only 1 month 8 11
0-3 Month 12 17
3-6 Month 13 19
6-12 Month 15 21
1 Year and Above 22 32
Total 70 100
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Priority No. of Respondent percent
OEL 27 39
ST.JOHNS 15 21
BTL 10 14
XCL 13 19
FARSHIPPING 5 O7
Total 70 100
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Type of equipments No. of Respondent percent
dry van 20 29
dry van 11 16
high cube 16 23
high cube 15 21Reefer boxes 03 4
Others 05 7
Total 70 100
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Average weight/tons No. of respondents Percent
20.0 tons 04 5
Total 70 100
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Approximate TEUs No. of respondents Percent
350 to 500 TEUs 4 5
Total 70 100
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Expected slot rate No. of respondents percent
70 $US 28 40
70 - 100 $US 15 29
100 - 130 $US 11 17
130 - 160 $US 9 9Above 160 $US 9 5
Total 70 100
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Imco surcharge price No. of respondents Percent
20 $US 30 43
20 - 40 $US 22 31
40 - 60 $US 8 11
60 - 80 $US 5 5
80 $ and above 5 5
80 $ and above 70 100
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Vessel position updated No. of respondents Percent
Phone 18 26
E-Mail 42 60
Letter 4 6
Fax 3 4
Help Desk 3 4
Total 70 100
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Gate opening/cut-off through No. of respondents Percent
Phone 18 26
E-Mail 42 60
Letter 4 6
Fax 3 4
Help Desk 3 4
Total 70 100
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Basis you our feeder service No. of respondents Percent
Reliability 26 37
faster Service 6 9
Price 10 14
Responsive
ness 8 11
Good customer service through phone and
mails
20 28
Total 70 100
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Marketing visit No. of respondents Percent
Satisfied 25 36
Very satisfied 08 11
Dissatisfied 18 26
Very Dissatisfied 10 14
None 09 13
Total 70 100
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Frequency of sales No. of respondents Percent
Once in a month 30 43
Twice in a month 22 31
Dont need 18 26
Total 70 100
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Service needs to be improved No. of respondents Percent
Increase 26 37
Decrease 04 06
Remain Same 22 31
Partially increase 10 14
Dont know 08 12
Total 70 100
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Kind of service No. of respondents Percent
End to end services 15 21
way-port service 12 18
Pendulum service 10 14
Round the world service 25 36
Butterfly service 8 11
Total 70 100
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Other port No. of respondents Percent
Upper gulf 32 46
Port klang 16 23
10 14
Laem chaba
ng 10 14
Others 02 3
Total 70 100
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Services No. of respondents Percent
Pacific InternationalLine 10 14
Regional ContainerLine 8 12
Samudera 9 13
XP
RE
SS Con
tain
erL
in
e 21 30TigerLine 22 31
Total 70 100
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Feeder service No. of respondents Percent
OEL 22 31
ST.JOHNS 18 26
FAR SHIPPING 12 18
TIGERLINE 08 11
GFL 10 14
Total 70 100
Percentage
0
20
40
60
80
100
120
OEL
ST.JOHN
FARSHIPPIN
BENGA
TIGERLI
GFL
TOTA
L
Percentage
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Service No. of respondents Percent
Slot rate 15 21
Transit time 10 14
Customer service 15 21
Slot availability 25 37Port served 5 7
Total 70 100
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Service No. of respondents Percent
Slot rate 13 19
Transit time 10 14
Customer service 09 13
Slot availability 28 40Port served 10 14
Total 70 100
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Service No. of respondents Percent
Slot rate 26 37
Transit time 13 19
Customer service 10 14
Slot availability 10 14
Port served 11 16
Total 70 100
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Service No. of respondents Percent
Slot rate 13 19
Transit time 14 20
Customer service 16 22
Slot availability 20 29
Port served 07 10
Total 70 100
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Service No. of respondents Percent
Slot rate 14 20
Transit time 12 17
Customer service 09 13
Slot availability 26 37
Port served 09 13
Total 70 100
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Rate our service No. of respondents percent
Good 27 39
Excellent 12 17
Fair 07 10
Average 21 30
Poor 03 4
Total 70 100
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frequency of sales Total
once in a month twice in a month dont need
what type of customers top customer 18 2 2 22
medium customer7 20 1 28
small customer 4 15 1 18
Total 29 39 2 70
Value Degrees of freedom Asymp. Sig. (2-sided)
PearsonChi-Square87.516(a) 4 .000
Likelihood Ratio90.069 4 .000
Linear-by-Linear Association41.779 1 .000
N of Valid Cases
70
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Paired Differences t df
Sig. (2-
tailed)
Mean Std. DeviationStd.
Error
Mean95% Co
nfide
nceIn
tervalof the Difference
Lower Upper
Pair 1 overall satisfaction
before one year -
overall satisfaction
present year4.29 20.926 2.501 -.70 9.28 1.714 69 .091
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STRENGTHS:
y Box Service
y Base support
y
Service Reliability
y Group image
y In house Line
y Ideal Vessel
y Understandable Principal Office
y Proven Track
WEEKNESS:
y Losing their advantage
y Downsizing of swap with APL on Nhava
y
Restriction on loading of DG cargo
y Absence of their own tonnage
y Lack of consortium
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:OPPORTUNITY:
y To tie up with smile
y Chennai-Chittagong proposal
y Scope to increase
y Mid-Week Vsl call
THREAT:
y Losing their captive supporters
y Scope for more Mainline Service
y Mlos targeting
y GFL tied up with St.johns
y Lost support from YML
y More mainline operators
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` 40% of respondents are medium customer, 31% are top customer and 29%are small customer .it shows tat the medium are more in total respondents.
` 32% of the respondents are one year and above and 21% are associationin between 6 to 12 months .it shows association with one year and aboverespondents are more than the other.
` 39% of the respondents are priority to OEL and 21% of the respondentsare priority to ST.JHONS. It shows the respondents are mostly priority toOEL and ST.JOHNS is one of the major competitors to OEL.
` 29% of the respondents are using 20 feet dry van and 23% of therespondents are using 20 feet high cube. It shows that more respondentsare using 20 feet dry van.
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` 31% of the respondents are aware of Bengal tiger line30% of the respondentsare aware of express container line. It shows that most of respondents areaware xpress and Bengal tiger line.
` 31% of the respondents expectations fulfill by OEL which ranks first and 26% ofthe respondents expectation fulfill by ST.JOHNS which ranks second. Basedupon their overall expectation they selected the particular feeder service.
` 37% of the respondents ranks slot availability and 21% of the respondentsranks second for slot rate and customer service. Its shows that even though slotavailibity ranks first, if the company increases more slot this will leads tocustomer retention while compared with competitors.
` 40% of the respondents rank first for slot availability and 19% of the
respondents ranks for slot rate. It shows that slot availability is the majorconcern for ST.JHONS.
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` 37% of the respondents rank first for slot rate and 19% for transit time. It showsthat respondents rank first for slot rate for xpress container line with thecompetitors.
` 29% of the respondents rank first for slot availability and 22% of therespondents ranks second for customer service. It shows that slot availability
and customer is major factor for FAR shipping.
` 37% of the respondents ranks first for slot availability and 13% of therespondents rank second for slot rate. It shows that slot availability is the majorfactor for Bengal tiger line.
` 39% of the rate our service good and 30% of the respondents rate our serviceaverage. It shows that our service is little bit better than others.
` 39% of the rate our service good and 30% of the respondents rate our serviceaverage. It shows that our service is little bit better than others.
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` If the slot availability increases 500 to 700 then the medium and smallcustomer can also accommodate more TEUs and can export averageweight of TEUs per month to Colombo in order to increase sales and toretain customers.
` The price of the slot has to be more competitive or economical that is
70US$ what the customers expects in order to satisfy them and also toretain them. So slot rate is one of the major concern for the customerssatisfaction towards relay services.
` The IMCO SURCHARGES PRICE has to be compatible that is 20US$ whatcustomer expects in order to retain them and satisfy them.
` The vessel position and gate opening /cut off is to be informed not only inmail but also through phone also so that the customers will not forget tokeep their TEUs or container in the yard at correct time.
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` Frequency of sales visit require once or twice in a month in order toincrease the sales for the company. Sales visit makes the wellinteraction between the customers and the Company which helps toincrease customer satisfaction level.
` Service to the other ports will also make a positive advantage forcustomer satisfaction towards the competitors. And this will makethe customers not to migrate other feeder service company
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` Even though Relay being a premier organization,which offers total shipping solutions by providingbetter services to its customers. Customerssatisfaction level is not at all increasing it may bebecause of increase in competitors and also itmay be because of lack of marketing or lack ofconcentration. This may lead to customers migrateto the other feeder service.
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` Thus the study concludes that if the availability of slot increasesin the feeder vessel, the maximum number of medium and smallcustomers can exist in the same feeder service by exportingmore TEUs to Colombo.
` By updating the vessel position and gate opening and cut-offperiod through correct means will make the positive advantage to
RELAY feeder service.` The competitive and economical price of the slot, compatible
imco surcharges price, service to the other ports and frequencyof sales visit by marketing executive will definitely makes RELAYFEEDER SHIPPING SERVICE as a number 1 feeder servicewith the competitors and also it will helps to increase in the
customer satisfaction and retain the customers .This will helpthem to increase profit of the company.
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THANKYOU