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K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 1
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 Page 2
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 3
of 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.
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 4
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,
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 5
Hubli-581207 Karnataka.
Phone no 0836-2237614,
Email – varurho@vrllogistics.com,
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 Page 6
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/-
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 7
Parcels. Up to one kg 25 plus additional charge on every kg Rs 15 per kg
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 8
COMPETITORS OF VRL COURIER SERVICE
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 Page 9
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 10
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.
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 11
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 12
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.
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 13
Britani
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 14
the locations through which it can realize significant cost savings through greater
operational efficient.
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 15
To provide more employment to the people and try to eradicate in employment as
per their ability
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 16
The garage is centralized all the vehicle must have to come Varur for repair and
maintenance
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 17
ORGANIZATON STRUCTURE
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 18
Vijay sankeshwar Chairman and MD
Anand sankeshwar Managing director
R.P.RaichurDirector
K.N.Umesh CEO
L.R.BhatCTO
V.P.KarmadiVP (operations)
G.S.AyyerVP (Finance)
Anjan RaoVP (Aviation)
Sunil NalavadiCAO
S.L.Nagaraj CAO
G.R.Hatti GM(Administration)
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 19
Y.M.Hamali GM(Infrastructure)
C.M.Bulutti GM(MCP)
Prabhu SalegeryGM (Travels)
S.G.PatilGM (HRD)
LEGAL DEPARTMENT
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.
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 20
Settlement accident claims
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 21
Delays
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)
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 22
1st notice --- 30 days
2nd notice --- 90 days
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 Page 23
3rd notice --120 days
Department
Sold through
Action
Final notice
Before setting
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.
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 24
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
applications of qualified candidates are called from interview. The direct interview
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 25
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 Page 26
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 27
Colombo --- for 500gr Rs 250/-
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 28
consigner 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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 29
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 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.
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Time out section
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 32
on study 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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 33
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
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 34
Study of the project
Primary data
“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
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1. Occupation:
Particulars No of Respondents Percentage
Government 2 5 %
Professional 6 15%
Private 22 55%
Agriculture 3 7.5%
Others 7 17.5%
Total 40 100%
Inference:From the above graph we come to know 55% of the
respondents are private and followed by others 18%, professional15%, agriculture7%, government 5%.
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2.
How did you come to know about VRL courier service?
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Particulars No of Respondents Percentage
Friends 20 50%
Advertisement 6 15%
Relatives 10 25%
Others 4 10%
Total 40 100%
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.
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%
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Total 40 100%
Inference: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%
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Average 4 10%
Poor 0 0%
Total 40 100%
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 40
Yes 14 35%
NO 26 65%
Total 40 100%
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?
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 41
Particulars No of Respondents Percentage
Yes 12 30%
No 28 70%
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.
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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%
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.
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9. What time VRL courier service took rectify your complaints?
Particulars No of respondents Percentage
One day 820%
Two day 15 37.5%
One week 12 30%
More than a week 5 12.5%
Total 40 100%
Inference:
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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.
10.How do you rate the behavior of VRL Staffs?
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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%
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?
Particulars No of respondents Percentage
Yes 32 80%
No 8 20%
Total 40 100%
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Inference:From the above graph we come to know the complaints of the
customer handled immediately 80% of the customers said they handled immediately.
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%
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 47
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.
13. What is your overall satisfaction level of VRL courier service?
Particulars No of respondents Percentage
Highly satisfied 15 37.5%
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Satisfied 25 62.5%
Not satisfied 0 0%
total 40 100%
Inference: According to respondents we can say that the customers are satisfied with the service of VRL in Gadag.
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 49
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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.
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 52
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 53
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: E-mail ID-
2. Age :
3. Occupation :
A) Government B) Professional
C) Private D) Agriculture
E) Others
4. How did comet know about VRL courier service?
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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 B) DTDC
C) First flight D) Teja
WHY?
7. Rate of the following factors in relating to VRL courier service?
PARTICULERS EXCELLLENT VERY GOOD AVERAGE POOR
1. SAFETY
2. IN TIME
DELIVERY
3.SERVICE
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?
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A) Yes B) No
10. If yes, how frequently it has happened?
A) Once in a week B) Once in a quarter
C) Once in a month D) Once in year
11. What time VRL courier service took rectify your complaint?
A) One day C) One week
B) Two day D) Others
12. How do you rate the behavior of the VRL staffs?
13. Does VRL handle the customer complaints immediately?
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?
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VERY GOOD GOOD AVERAGE POOR
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
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 57
BIBLIOGRAPHY
www.vrllogistics.com- company website
Company journals and magazines
www.google.com
Marketing management by Philip kotler
K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 58
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