A comprehensive study of customer handling in

CITISPEED COURIER PVT. LTD.

Name: SUSHANT SAHU ISBE FW (2010-2012), Mumbai Section B-5, Roll No: 51

Acknowledgement

I offer my sincere gratitude to Mr. Abhishek Singh, Sr.Marketing manager,Citispeed Courier Pvt. Ltd. mumbai for giving me an opportunity to undergo internship in an esteemed organization like Citispeed Courier Pvt. Ltd..

I would like to thank Mr. (Senior Manager- Human Resource), Smt. Shyamala Iyer (Deputy Manager HR), and Smt. Dhanya Ajit (HR Executive) for all the guidance and support they gave me throughout my training. It was a knowledgeable and enlightening experience.

I want to appreciate the team of Citispeed Courier Pvt. Ltd. for all their cooperation and assistance which made my internship a wonderful learning experience.

Company Profile Of CITISPEED COURIER PVT. LTD.

Table of Content.

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About CITISPEED COURIER PVT. LTD. Overview on the services offered. Advantages & Benefits in partnering with CITISPEED COURIER PVT. LTD. Value Added Benefits.

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About CITISPEED COURIER PVT. LTD.

CITISPEED COURIER PVT. LTD. a new age express industry organization has been established by committed group of industry professionals with over a decade of industrial exposure to the ever changing needs and demands of the discerning corporate world. In todays highly competitive business environment where movement of thousands of documents and samples is a major requirement for corporates, semi corporates & even for traders, most of them are very time sensitive and may carry high commercial nature. CITISPEED COURIER PVT. LTD. leads ahead in arranging deliverables for the same across India & that to well under set time lines. With the trends for customized and packaged courier service solutions emerging all round the globe, a corporate whose network and operation encompasses, yet adds value to the business processes of the demanding customer, the differentiating factor which delivers positive output has been control and work ethic of the team and its initiative towards deliverance. The philosophy of Customer Focus leads to Customer Delight. Hence, a dedicated Customer support desk addressing issues related to premium corporate account has been established. Customizing needs and requirements has led to the understanding the finer nuance of process optimization and positive results and relationship management between CITISPEED COURIER PVT. LTD. and its wide customer base, spread nation wide. We are committed to surpass our customer's expectation levels consistently, in all their Logistics requirements & appreciate continuous feedback, to further improve on process & resources.

We follow and continually make improvements in the Quality Management System to maintain its effectiveness. This Expertise in INDIA is replicated to international sectors also through proven express distribution giants.

CITISPEED COURIER PVT. LTD. believes providing service with quality and reliability with consistency, with access to a manpower resource of over 600 employees and Track & Trace system, with the latest technology as well as support from professionals in the industry, thus providing responsive and proficient network.

The process driven

environment has continuously been empowered by state of the art technology infrastructure to arrive at customized solutions for diverse customer segments The nature of business has changed significantly over the past decade. The pace of change has increased substantially as competition, globalization, and increasingly demanding customers have made it essential for organizations to be more nimble, proactive, and dynamic. As a result, organizations must continually ensure that their employees obtainand maintainappropriate skills to reduce lead-time and maintain a standard turn around time while they reach out to their customers.

Strategy: The most important element of CITISPEED COURIER PVT. LTD. strategy is to provide the fastest and most reliable express delivery services. Secure outstanding levels of customer satisfaction. Equip employees to fully satisfy customer needs. Save time by adopting a right first time approach in every part of the business. Develop leading-edge support technologies that provide added value for customers Work with the investor in People standing throughout the world.

Our Quality Values: We provide the fastest and most reliable express delivery services by working with a proven set of quality values everywhere in INDIA.

Delighting Customers: We delight our customers by providing a friendly and fault free services. Exemplary Teamwork: Our success depends on many links in a complex chain and everyone working together as part of unified team.

Good Communications: We foster our must get through attitude and staff involvement through an open management style.

Staff: We consistently recruit, train, equip and develop the best staff. Successful Partnership: We use impartial processes to select suppliers including sub-contact drivers and other key service providers who meet our quality standards.

Right First Time Processes: We have a get it right first time philosophy and our seven key processes support this approach.

Helping Society: We aim to be recognized as a responsible member of society by minimizing pollution, reducing waste and working with the community.

Continuous Improvement: CITISPEED COURIER PVT. LTD. exists to earn continuously improving profits through delighting customers by providing the fastest and most reliable express delivery services.

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Overview on the services offered.

International / Domestic Courier

End to End Solution for Bulk Courier/ Mailing Door Delivery Movement of Heavy Cargo through RAIL Personal Carrier for Special Deliveries Packing Solutions Distribution Management

Inventory Management MIS

International / Domestic Courier

We

provide courier services on a domestic as well as international basis. The details of the locations served and the rates thereof can be obtained from our office. End to End Solution for Bulk Courier/ Mailing For

large quantity domestic/ international mailing activity (for Account statements, invites, monthly/ quarterly newsletters, annual reports, etc.) through courier/ postal mode, we provide the bulk document courier and mailing services.

We are equipped with superior standards of variable data printers. The said service can follow stuffing, packing & sorting as per customer requirement in stipulated period & under cost effective manner. Door Delivery As a matter of convenience we endeavor to deliver consignments to the consignee at their doorstep. Movement of Heavy Cargo through RAIL popular & cost effective modes of distribution is core competency of our organization. Personal Carrier for Special Deliveries For special time sensitive or high value consignments, we provide a personal carrier too. The details for the same are available on request. Packing Solutions In case your vendor doesnt provide adequate packing for the purpose of couriering, we can provide our ALL SEASON PACKS. The extra cost applicable for All Season Packs is just a fraction of the courier cost, but goes a long way in preserving the value of shipments. Distribution Management Our time tested system maintains the list of the frequently addressed destinations of the clients and hence, dispatch orders placed by client's office/ branch(es) by email/ call/ SMS can be processed immediately. This saves the hassles of co-ordinating with courier every time a dispatch request is received from the branch. Even in case of simultaneous dispatches during a product launch, our system smoothens the process without the client having to worry about co-ordination with a number of interfaces. One of the most

Inventory Management For the clients registered with us, we provide inventory solutions of goods (viz. all your printed material and marketing/ promotional tools, etc.) and maintain their stock on a regular basis. The details of the stock are preserved for a period of one year and can be provided to the client on demand. The soft copy of the records, if required, will be provided annually. The stock status can be viewed on our website as well.

MIS

o o

Reports tailored to suit individual business model.

Electronic data exchange /online information exchange.

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Advantages & Benefits in partnering with CITISPEED COURIER PVT. LTD.

Improve knowledge of your business Provide your organization and all the people concerned with a more intimate knowledge and holistic view of our operations. This can help achieving your products/services positioning by your people for your customers.

Improve efficiency Ensure that all the members of your organization know what each other is doing i.e. increase partnership, common use of best practices and reduce the likelihood of people duplicating efforts of using some other vendor or working in isolation that could deny any optimized effort.

Encourage open communication Encourage a culture of open communication, collaboration and information sharing on availability and quality service provider amongst teams and management to make best use of the courier and dispatch facility.

Add value to your services Create and new value to your services and operations by bringing increased innovation, intelligence and adding extra mileage towards decision-making and strategy development on end product delivery. Like net tracking facility movement of your shipment and updating information with Electronic POD.

Keep pace with change Improve your ability to keep pace with the speed and scale of change in today's marketplace while service or product delivery being counted on optimized lead time with accuracy and safe delivery to give customer delight as ultimate winning synthesis.

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Value Added Benefits.

Information Technology is the backbone of the modern express delivery business and the Internet is a great enabler. CITISPEED COURIER PVT. LTD. has invested extensively in Information Technology with a view to harness its potential and couple it with the speed of the Internet as drivers of the business. The entire process from pick-up of consignments to delivery information updation is electronically driven. The Company provides each and every one of its customers a unique Customer Login and Password for tracking their own consignments and accessing MIS reports. The level of tracking & report formats are further customized as per individual customers specifications. Reports sent from CITISPEED COURIER PVT. LTD. can be seamlessly integrated into the clients system for updation. CITISPEED COURIER PVT. LTD. computer network is spread across our entire branch as well as associate network in India. The central Customer Service Cell located at mumbai is equipped with Automated Call Distribution Systems (ACDS) to provide quick response and support to customers. Some of the IT based business offerings are:

Fast Track through the Airway bill number and/ or customer reference number Reports Query Reports Billing Customised online MIS Strike rate of deliveries.

Vision & mission of the company

Vision
To emerge as an organization of choice, locally, nationally and committed to offer services of exceptional quality at competitive rates to attain a leadership position.

Mission
Our only mission is to make sure our customer are 100% satisfied.We continually commit ourselves to be the most professional and reliable courier service for you.

Learning experience as a Trainee in CITISPEED COURIER PVT.LTD.

 Good customer service is the lifeblood of any business. Working as a Customer Relationship Manager Trainee made me learn how to deal with the customers complaints effectively. Some important tips for customer service - Answer your phone Phone answering skills are critical for businesses. And the way you answer your customer is very much important because it helps to keep them satisfied. - Don't make promises unless you will keep them Good customer service is not always saying yes and is not promising the customer whatever he or she wants simply because they ask. Good customer service is being honest, never promising what you personally cant deliver and then going out of your way to provide the best possible option. - Listen to your customers Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. - Deal with complaints If you give the complaint your attention, you may be able to please the customer this one time - and position your business to reap the benefits of good customer service.

It was good learning experience in a reputed organization like CITISPEED COURIER PVT. LTD.

Methods And Sources Of Collecting Data

Surveys with the help of a questionnaire are probably the most common evaluation tool used to generate effective response. Questionnaires can be closed-ended questions, where in the respondents are given options and they have to select out of those options, or open-ended questions, which allow them to answer freely in paragraph form. Questionnaires have many advantages, they're relatively easy to construct, and they will tell you pretty accurately what the respondents are feeling and thinking. Observing these positives amongst the many ways available to collect data, the questionnaire method was adopted. The main reason why this method was adopted was because the data required was to be objective in nature. This objective nature of the survey would be more helpful in the comparative study. Also for the respondents it will be way easier to respond when the options are pre-specified. Thus, the questionnaire method was used to collect the data for the study. This study involves collection of data through a structured questionnaire. This survey is to be the basis of comparative analysis, between Fermenta and other pharmaceutical companies. The questionnaire covers various aspects like: Sources contributing to recruitment Employee Referrals Various tests done during recruitment Interview Techniques Employee referral Probation period Induction period Types of medical tests.

Limitations of the survey.

The study is on the human element and personal bias is applicable in regards to information lend. The officers in charge who are to respond to the questionnaire so formed may not lend all relevant information due to confidentiality. There is a possibility that some relevant elements, which should be considered for the recommendations, maybe overlooked.

Observation: After going through the filled in questionnaires, it was observed that most of the pharmaceutical companies use company website, job portals, Recruitment consultancies and internal references as their sourcing techniques. Company website, job portals, and Recruitment consultancies are the sources that bring in more number of employees. Taking types of tests into consideration, most of the companies use personal interviews, aptitude tests, psychometric tests, behavioral assessments and group discussions to judge the candidates. Psychometric test and behavioral assessments are basically used for senior candidates. Talking about the employee referral schemes, most of the organizations have adopted employee referral scheme. By referring a good candidate an employee reinstates the faith and pride which he has in the company. Also a widely known fact remains that the cost of hiring a referral candidate works out to be 60 to 70 percent cheaper than that of going through an external agency and advertisement. To ensure a successful referral system it is important to suitably award those employees who are bringing in appropriate candidates to the organisation. This is a strong motivating factor. As per the analysis, there are organizations that are giving fixed amount to the referrer and then there are few that pay a certain percentage of the referred persons CTC to the referrer.

Considering about the competencies, most of the organizations use competency mapping for almost all the positions. Talking about the challenges faced during recruitment; the companies considered these as their major problems: To meet the TAT of hiring. Compensation Benchmarking Unavailability of candidates with correct skill and qualifications. Stability of employees.

Recommendations: From the questionnaire which was prepared to understand the recruitment process at various organizations, it was found that no process in any sector Private or PSUs, Indian or International is constant or same. Change is inevitable. In this world, things are ever changing and people and processes has to change at a fast pace. There is cut throat competition in all the fields and industries. It is actually Survival of the Fittest and the ones who survive are the real winners. For any organization to reach the heights of success a winning team is required. It is this team which drives the organization closer to its goals and vision. There are a lot of young talents available in the present conditions and it is important for any organization to tap in these talented people who will lead the organization to a brighter future

Comparing Fermenta with other organizations; it is doing well. Only few things which can be adapted or updated: Implication of Employee Referral Scheme, (Only for junior and middle level) provision of incentives for the same. Updating the company website on a regular basis. The candidates can check for the positions online and apply for the same.