VRL

K.L.E. SOCIETY’S J.T.COLLEGE OF BBA. GADAG Page 1

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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



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



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.



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,



Hubli-581207 Karnataka.

Phone no 0836-2237614,

Email – [email protected],

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



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/-



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



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



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



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.



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



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



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



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



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



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



ORGANIZATON STRUCTURE


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


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.



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



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)


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


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.



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



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.



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



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



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



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.



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



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



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



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



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



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%.



2.

How did you come to know about VRL courier service?



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?


Daily 3 7.5%

Weekly 5 12.5%

Monthly 12 30%

As & when necessary 20 50%



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?


Excellent 20 50%

Very good 16 40%



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?




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?




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.



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.



9. What time VRL courier service took rectify your complaints?


One day 820%

Two day 15 37.5%

One week 12 30%

More than a week 5 12.5%

Total 40 100%

Inference:



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?



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?


Yes 32 80%

No 8 20%

Total 40 100%



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?


Excellent 11 27.5%

Good 15 37.5%

Better 10 25%

Poor 4 10%



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?


Highly satisfied 15 37.5%



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.





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



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.





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?



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?



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?


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



BIBLIOGRAPHY

www.vrllogistics.com- company website

Company journals and magazines

www.google.com

Marketing management by Philip kotler


http://www.google.com/


Documents

VRL