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STRATEGIES TO IMPROVE SERVICES TO
THE INTERNATIONAL CARGO CUSTOMERS
AT SINDHU CARGO PVT LTD
UNDER THE ESTEEMED GUIDANCE OF
Dr. A. Prabhu Kumar
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IntroductionTodays financial challenges accentuate the need for quality and
change. Improvements to processes have saved hundreds of
thousands of dollars across Finance & Facilities. Understanding the
principles and methods, and how you can streamline and sustain
process improvement on a continuous basis, can contain and lower
costs, while increasing customer-defined value.
The technology Service and service industry as a whole hasattempted numerous times to define, document, and disseminate
collections of sound practice and specifications of Service quality.
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OBJECTIVES OF THE STUDY To evaluate the Service performance of Sindhu Cargo through
Customer and Employees Feedback.
To examine whether system can demonstrate development forthe continuous improvement of services for optimal customer
satisfaction.
To also understand the employee satisfaction towards the work /
process in Sindhu Cargo.
To examine Root-causes on deadlock/ defects in the servicesprovided by Sindhu Cargo.
To suggest key factors to improve the services flow.
SAMPLE FRAMEWORK
For the Sampling framework considered 200 out of 300
samples. Those are involved in the major key roles and decision
making. Well experienced persons in their domains are been
considered, keeping in the mind cover all the in India.
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Hypothesis H01:There is no significant association between designation and
their opinions on customers feedback increase the work
efficiency H02:There is no significant association between designation and
their opinions on time estimation improves the work quality and
work efficiency
H0
3: There is no significant association between designation and
their opinions on continuous process Improvement able to design
alternative plan to the given task
H04: There is no significant association between designation and
their opinions on training reflect a positive behavior towards
work
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H05:There is no significant association between designation and
their opinions on communication plays a vital role in build a
better Service
H06:There is no significant association between designation andtheir opinions on experience plays a vital role in build a better
Service
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DATA SOURCEPrimary Data
To obtain the primary data instrument like questionnaire was
devised inclusive of open-ended questions to capture their emotions
and opinions. Interview and interaction method also has been
adopted to get first-hand information.
Secondary Data
The secondary data has been collected from the books,Journals, Company websites, Company internal bulletins and
Internet.
Period of Study
For the period of study, primary data has been consideredfrom the latest information through field study, sample questionnaire
and interacting with the core members by participated in LIVE
meetings with the teams.
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SCOPE OF THE STUDY
The present study has carried out at SINDHU CARGO PVT LTD,
Hyderabad, India. For studying the customers perception about the
process involved, factors influencing their perception within thesystem, quality of service, other arrangements that impacts the sales,
including the price, the customer relationship, the promotional
programs
LIMITATIONSStudy is limited to only 200 people based on their opinions.
Based on the evidence the correspondent responses of the people
may be biased.
For this study some of the Information has been gathered from
Internet and magazines etc. which are in the printed form.
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SindhuCargo Sindhu Cargo was established in the year 1987. When the procedures
for imports & exports were elaborate & needed specialization, three
people took up the challenge to encounter the hardships & create amodel for trade facilitation in the areas of customs & allied activities.
Sindhu Cargo is affiliated to IATA, FIATA, FFFI, ACAAI, WCA
Family of Logistics Network and is a licensed NVOCC operator.
Mr G. Balaraju, a Business Management Graduate aged about 49
years is a Qualified Customs License holder under Indian Customs
Act. He started the business by forming Sindhu Cargo Services in
1987 and concentrated on Imports and Exports Customs Brokerage.
Under his leadership the Company has been awarded:
Highest revenue generator for Government of India,Customs for Bangalore Chapter 2 times,
Highest Sales award by Indian Airlines,
Best Customer Award by Siemens VDO Ltd.
Best Service Provider by Wipro Infotech Ltd.
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Tablec3.0: Analysis on Customer Feedback increase the work efficiency
1. Customer Feedback increase the work efficiency
Total
Disagree Neutral Agree Strongly
Agree
DESIG
Jr. level
Count
0
3
10
21
34
% within DESIG
0.0%
8.8%
29.4%
61.8%
100.0%
Middle level
Count 0 6 29 52 87
% within DESIG 0.0% 6.9% 33.3% 59.8% 100.0%
Sr. level
Count 2 6 36 35 79
% within DESIG
2.5%
7.6%
45.6%
44.3%
100.0%
Total
Count
2
15
75
108
200
% within DESIG
1.0%
7.5%
37.5%
54.0%
100.0%
H01: There is no significant association between designation and their
opinions on customers feedback increase the work efficiency
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Table 3.1: To test Chi-Square Tests on Customer Feedback increase the work efficiency
Value
df
Asymp. Sig. (2-sided)
Pearson Chi-Square 7.845a 6 .250
Likelihood Ratio
8.524
6
.202
Linear-by-Linear
Association
3.591
1
.058
N of Valid Cases 200
a. 4 cells (33.3%) have expected count less than 5. The minimum expected count is .34.
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HYPOTHESIS SIGNIFICANT VALUE RESULTS
H01:There is no significant association between
designation and their opinions on customers feedback
increase the work efficiency
H02:There is no significant association between
designation and their opinions on time estimation
improves the work quality and work efficiency
H03: There is no significant association between
designation and their opinions on continuous process
Improvement able to design alternative plan to thegiven task
H04: There is no significant association between
designation and their opinions on training reflect a
positive behavior towards work
H05:There is no significant association between
designation and their opinions on communicationplays a vital role in build a better service.
H06:There is no significant association between
designation and their opinions on experience plays a
vital role in build a better service
0.250
0 .001
0.003
0.098
0 .068
0.000
Accepted
Rejected
Rejected
Accepted
Accepted
Rejected
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Findings 85% agree that, Experience play vital role to improve quality of
the Services Globally
80% people agree that, Continuous Process Improvement able toDesign Alternative plan for providing Services Globally which
will make the services faster.
81% agree that, Training in the areas of Container Management
and Fleet management and also Routing Management reflects abetter service to meet the International Standards.
70% agree that, Communication plays a vital role to provide
better services as the services are provided not only to national
but also Internationally
Therefore it is concluded that to improve the quality of theService organization need to focus on Design Alternative plan,
new Training programs and Communication to build a better
service.
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SUGGESTIONS
It has been suggested that organization has to focus on
innovative Training programs to improve the performance ofthe employee that reflects on building a better Service
It has been suggested to design a proper documentation while
modeling the requirements.
It has been suggested to hold a direct interaction or point-to-point communication always helps to build a healthy Service
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ConclusionFrom the study it has been concluded that, to withstand market
competition Organization must increase the performance and must
maintain quality consistently towards the International Services,because most of the consumers responded that the experience will
ensure better quality so the company must retain their experienced
employees in order to ensure better quality of the service provided
to the customers globally.
Continuous process improvement plays a significant role in global
services in order to become a world class cargo, create a better
infrastructure and new design for providing better services
internationally.
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The training programs should be conducted twice a year or thrice
so that the employees can cope up with the dynamic technological
changes taking place in the present scenario.
Another major factor that effects the service of the employees isthe communication according to the culture of people dealing with
,it plays an important role in the service sector.