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8/2/2019 Case Study on Communication Gap
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Case Study: Communication GapThe Logistic Company
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case
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carefully todiscuss following questions.Most of the courier and cargo
companies,w h e n t h e y s e n d t h e i r t o t a l c o n s ig n m en t s ( l o a d i n
t h e i r l a n g u a g e ) t o a p a r t i c u l a r station, they do it with
advance intimationb y w a y o f s e n d i n g E - m a i l
( p r e - a l e r t message in their language). ABC Logisticsw a s
n o e x c e p t i o n t o t h i s
p r o c e d u r e . Whenever they sent their load by eveningf l i g h t
t o M u m b a i , t h e y s e n t p r e - a l e r t t o M u m b a i g i v i n g
d e t a i l s o f t h e l o a d l i k e flight number, total number of
bags, totalweight of the bags etc. Night -dutyAirportE x e c u t i v e a t M u m b a i A i r p o r t
u s e t o r e t r i e v e t he l o a d a n d u s e t o c o n f i r m t h e receipt of
the load to the Bangalore office. T he a r ra ng eme n t wor k e d fi ne fo r
mo nths a n d e v e n y e a r s . A i r p o r t
E x e c u t i v e c o n t i n u e d t o g e t t h e p r e - a l e r t
m e s s a g e a n d a f t e r r e t r i e v a l o f
t h e l o a d , h e c o n t i n u e d t o c o n f i r m t h e
r e c e i p t o f t h e load.
O n o n e f i n e n i g h t , S a t i s h w h o w a s
o n n i g h t - d u t y a t M u m b a i a i r p o r t o b s e r v e d t h a t
n e i t h e r a n y p r e - a l e r t h a s
b e e n r e c e i v e d f r o m B a n g a l o r e . N o r B a n g a l o r e office had
sent any load to them. He triedc a l l i n g B a n g a l o r e o f f i c e . B u t
i t w a s w e l l past midnight and there was no responsefrom
Bang alo re o f f ice . Se curi ty guard ond u t y t o l d t o t h e
A i r p o r t E x e c u t i v e t h a t nobody is available in the Bangalore
officea n d s t af f o n d u ty ha d l e ft a lr e ad y . S a ti s hk n e w t h a tg e n e r a l l y R a v i w o r k s i n t h e n i g h t t i m e . H e
t r i e d c a l l i n g o n R a v i s mobile number but it was
switched off
S at is h ha d no o th er op ti on e xc ep t ca ll in g A s s t M a n a g e r
O p e r a t i o n s o f B a n g a l o r e , Charles. Charles tried contacting Ravi
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buth e o b s e r v e d s a m e w h a t S a t i s h
h a d observed, that Ravis mobile was off.
T h i s w a s u n i q u e s i t u a t i o n . H e
w a s c o n c e r n e d a b o u t w h a t h a dh a p p e n e d . C h a r l e s t r i e d c a l l i n g o t h e r
o p e r a t i o n s s t a f f s t o f i n d o u t w h e t h e r a n y b o d y
k n e w h o m e o f R a v i . B u t n o n e o f t h e m
k n e w w h e r e R a v i s h o u s e w a s . C h a r l e s
w a s d i s a p p o i n t e d . T h o u g h h e h a d d i s t u r b e d c o u p l e o f
s t a f f s i n t h e d e a d o f t h e n i g h t , there was no much progress.
Charles wason the dilemma. Should I defer (postpone)the matter for early
morning or settle righta w a y ? A f t e r d e l i b e r a t i n g f o r
c o u p l e o f minutes, he chose latter.
A s a l a s t r e s o r t , C h a r l e s c a l l e d H a r i , H R E x ecut ive .
C h a rl e s e x pl a in e d s i t ua t io n t o h i m a n d t o l d h i m t o g o t o
o f f i c e a n d f i n d o u t a d d r e s s o f R a v i f r o m t h e
p e r s o n a l d o c u m e n t s o f R a v i . B y t h e t i m e i t
w a s 01:30 hours and Hari was aghast (amaze)to find out that he was
told to go to officeat dead of the night.
Anyway, Hari went to his office, pulled outpersonal documents of Ravi
and noted hisa d d r e s s . L a t e r h e c o n f i r m e d t h e a d d r e s s to
Charles.Charles had no option but to commute 15K M i n o r d e r
t o g o t o h o u s e o f R a v i . H e reached Ravis home at 02:15
hours.
F o r R a v i , i t w a s a s t r a n g e e x p e r i e n c e t o f i n d o u t t h a t
h i s m a n a g e r w a s k n o c k i n g h i s d o o r a t w e l l
p a s t m i d n i g h t . W h e n q u e s t i o n e d w h y h e d i d n o t
s e n d t h e p r e - alert , he just told that very simple, todaythere was excess
booking by other logisticc o m p a n i e s a n d t h e r e w a s n o
s p a c e , s o cargo of ficials of a ll the a ir lines refused toaccept our
load . And s in ce no load wasconnected, I did not send pre-alert as
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well.However, I have done booking for morningf l igh t and load wi l l b e
co nne ct ed thr oug hmorning flight.
F o r R a v i , i t w a s a s t r a n g e e x p e r i e n c e t o f i n d o u t t h a t
h i s m a n a g e r w a s k n o c k i n g h i s d o o r a t w e l lp a s t m i d n i g h t . W h e n q u e s t i o n e d w h y h e d i d n o t
s e n d t h e p r e - alert , he just told that very simple, todaythere was excess
booking by other logisticc o m p a n i e s a n d t h e r e w a s n o
s p a c e , s o cargo of ficials of a ll the a ir lines refused toaccept our
load . And s in ce no load wasconnected, I did not send pre-alert as
well.However, I have done booking for morningf l igh t and load wi l l b e
co nne ct ed thr oug hmorning flight.
Charles was damn annoyed by his answer.B u t h i s f a t e h a ds t o r e d a l i t t l e m o r e f r u s t r a t i o n f o r
h i m a s w h i l e r e t u r n i n g home from Ravis home, nightduty patrolc o p s c a u g h t f o r h i m d r i v i n g
h i s t w o - wheeler without driving license.
* * *
Questions for the discussion;
What do you actually find the problem inthis case study?
Whom do you think as the reason for thisproblem?
What would be your solution to preventthe same problem to recur?
What do you opine on Ravis decision inthis case?
SolutionRavi the person who is in charge of sending
good and intimating the Mumbaiairport executiveHarihr executive
Satish- Night-duty Airport Executive atMumbai AirportCharles- Asst ManagerOperations of Bangalore,
1>communication gap between theBangalore office of ABC logistics nMumbai
airport executive
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2>excess booking by other logisticcompanies and there was no space, socargo
officials of all the airlines refused toaccept loadAnd ravi did not intimate the
airportauthority abt the consignment , i.e. they llnot be able send the
consignmentHe should send a pre alert msg.
3>strict guide lines should be issued tointimate the other side tat is the receiverof
the consignment in both the cases.
4>Ravi took the situation as a normalissue and he dint inform the airportexecutive
abt the consignment not beingsent.