praveen prjct ppt

8/10/2019 praveen prjct ppt

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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


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


designation and their opinions on communicationplays a vital role in build a better service.


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.

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