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Bangalore Submitted To PES College of Business Management Bangalore Submitted in partial fulfillment of the requirements for the Award of Degree of BBM COURSE of BANGALORE UNIVERSITY By PRITAM DAS 07BMC08035 PES College of Business Management Bangalore
UNDER THE GUIDANCE OF
CONTENTS
Chapter One
1.1 1.2
Index
Meaning of Logistics Definition
Page No.
1 12
Gulf War Reverse Logistics History of Logistics Logistics Market Role of Logistics in the Economy & Organisation Importance of Logistics
2 2 23 35 56 68
1.9
Chapter Two
2.1 2.2
PES BBM
Index
A brief introduction to the subject background Statement of the problem
Page No.
9 9 - 10
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Objective of the study Scope of the study Research Methodology Sample Design Tools & techniques for data collection Plan of analysis Limitation An overview of the chapter scheme
10 10 11 11 11 11 12 12 12
Chapter Three
3.1 3.2 3.3 3.4 3.5 3.6 3.7
Index
History of the company Business products & services Competitors Board of directors Capital turnover Swot Analysis Organisation structure
Page No.
13 15 15 24 24 24 26 26 28 29 31 32
Chapter Four
1 - 17
Index
Tables & Graphs
Page No.
33 66
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Chapter Five
Index
Page No.
67 67 68 68
Bibliography Annexure
1.1 Meaning of Logistics
A widespread idea prevails that logistics is the movement of goods that is narrow concept. Logistics is much more and much wider than mere physical handling of goods. Logistics involves several other functions such as purchasing, plant location, plant layout, etc., and even the disposal of wastes. It covers astonishingly varied professional disciplines. They are: Facility location Forecasting and order management Planning Transportation : the mode and the route Inventory management: all inventories Warehousing Protective packaging Information : maintenance and flow
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1.2 Definitions
Many definitions are given for logistics. Here are some: Logistics is .......
Strategically managing the procurement and movement of goods and storage of inventory an all forms.
The process of strategically managing the procurement ,movement and storage of materials, parts and finished inventory (and the related information flows) through the organisation and its marketing channels in such a way that current and future profitability are maximised through the cost-effective fulfilment of orders
The study and management of goods and service flows and associated information that set these in motion
These definitions give the idea of the wide range of functions that logistics covers. A simple definition is: Logistics is delivery of the required place, at required time, in required person......efficiently
that has to come back to the original point, or to the original supplier, has also to be handled effectively and efficiently. Maintain a Rev Log system.
for a right price, whether inside the organisations premises or delivery of shipments outside the premises of the organisation. Logistics has come to be kind of relief for many organisations that formerly looked upon it as a burden. Companies nowadays are hiring people with the requisite knowledge to deliver sustainable enhancements in the field of supply chain management. As has been the case throughout most of logistics history, the task of a logistics manager involves a clear vision and a drive within to deliver results under strict deadlines in addition to his usual responsibilities.
recognised the urgent need to develop adequate road networks across the country, and has introduced a series of far-reaching measures investment in the network. The reduction of trade barriers, both on the domestic as well as international front, has led to a rapid growth of the logistics market throughout the world. Items such as Swiss cheese, Chinese gadgets and Italian fashion goods that were earlier limited only to the place of manufacture have now crossed the geographical boundaries to take their place in the international market. This has indeed globalised the area of operations and has benefited several economies. How that is made possible? Obviously, apart from favourable governmental policies, it is the growth of logistics that has made all this possible. The boundaries have been minimised due to advances in the modes of transportation. Logistics not only deals with delivery of goods at the right time, for right price, and in right condition, but also has extended its role in globalising the sphere of the products and services. The growth is eminent in the Asia- Pacific region with China emerging as a global economic power with a seismic effect on the global market of logistics. India is steadily following chinas footprints by consistent marching into the field of logistics due to favourable market trends, outsourcing and government policies. Developed nation like the United Kingdom and the United States already have strong logistics policies and are keen to outsource from China, India and Asia-Pacific due to the cost factor. In the current business scenario, there are ample job opportunities for people in the field of logistics and slowly and steadily the area and scope of logistics is on the upswing. With the increase in demand for logistics professionals, logistics organisations are raising their sphere of influence to unparallel heights. The growth and development witnessed in the logistics sector is likely to fuel further growth for many more years to come. Thus it would be right to conclude that the logistics market finally has its due share with ample job opportunities available and logistics being considered as an integral part of most savvy organisations.
Role of logistics in supply chain management: A supply chain refers to the way that materials flow through different organisations, starting with raw material and ending with finished products delivered to the ultimate consumer. Supply Chain Management can be viewed as a pipelines or conduit for efficient and effective flow of products, services, information from suppliers through the various intermediate organisations out to the customers. Thus logistics plays important role in Supply Chain Mgmt.
Logistics adds value by creating time utility and place utility. Mainly it supports the time and place utility. Time utility is the value added by having an item when it is needed, whereas place utility is having the item or services available where it is needed.
Logistics is comparatively a new term, but not the operation. Logistics has existed since the beginning of civilisation. Raw material and finished products had always to be moved, through on a small scale. Things began changing with the advance in transportation. Population began moving from rural to urban areas and to business centres. No longer did people live near production centres, nor did production take place near residence centres. The geographical distance between the production point and consumption point increased. And logistics gained importance. Another factor has come into play recently. Since the early 1990s, the business scene has changed. The globalisation, the free market and the competition has required that the customer gets the fight material, at the right time, at the right point and in the right condition....at the lowest cost.
1. Logistics is the bed rock of trade and business, without selling and or buying there can be
no trade and business. Buying and or selling takes place only when goods are physically moved into and or away from the market. Take away logistical support trade and business will collapse.
objectives of P [Productivity], Q [Quality], C [Cost], D [Delivery],E [Employee Morale], F [Flexibility], S [Safety], H [Health], E [Environment] are set to meet customer expectations of P,Q,C,D,E,F,S,H,E are parts of must be quality that a customer expects. Logistics addresses D, F objectives which lead to satisfaction through superior customer service.
activities of logistics work is isolation under different management functions. Each pocket trying to sub optimizes its objectives at the cost of overall organizational objectives. Purchasing trying to purchase at minimum price at the cost of what is needed by operations. Operations produce large quantities at minimum production cost ignoring demand leading to doom inventory. Logistics function of management brings all such functions under one umbrella pulling down inter departmental barriers.
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A Study on Customer satisfaction towards VRL logistics, Bangalore 4. Competitive edge: In the fiercely competitive environment logistics provides the edge.
Due to technological revolution most of the products are moving into commodity markets. In a commodity market where price is controlled by competition, where there is no product differentiation in terms of quality parameters like performance & reliability, where brands are almost irrelevant, competitive edge is that of availability of product and service in terms of time, place and quantity.
5. Logistics wins or loses wars; British lost American of Independence due to poor logistic
Rommel was beaten in the desert by superior logistics of Allies. Supports critical functions like operation and marketing strong logistics support enables a company to move towards JUST IN TIME production system for survival in a highly competitive market.
Product life cycles are shrinking. Our markets are shifting from sellers to buyers. Many consumer products are moving into commodities market. India is a large country. Large distances separate production and consumption centres. Essential commodities have to travel from Food Corporation warehouses to consumers through PDS.
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Logistics performance has not been impressive. Fruits and vegetables are grown at various places but do not enjoy access to market.
Definition
The process of strategically managing the procurement, movement and storage of material, parts and finished inventory (and related information flows) through the organisation and its
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marketing channels in such a way that current and future profitability are maximised through the cost effective fulfilment of orders.
To understand customer preferences. To study the relationship between the customer & transporter and the factors of perception.
3.
To identify the problems if any in the field of customer satisfaction in the logistics sector and to come out with solution for the problem.
4.
To give feasible suggestion to the company about the improvement in quality of services.
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This study is restricted to the logistics services offered by VRL services & the time period of the study is between Feb to May. The study provides the impact of the level of logistics service in the market. The project determines the trade and logistics management facility. The project deals with measurement of service, and links with internal performance appraisal and improvement process of trade industry.
Empirical field studies require collection of first hand information on data pertaining to the unit of study from the field. The sampling plan is effective in getting the first hand information i.e. primary data, which has been required for the study by the research.
2.9 Limitation
The study confined to Bangalore and may not be relevant to other counter parts. Since only 100 samples were taken for study the generalization made for the entire population may not be true. The study is targeted to the small business and so acceptance of VRL services by corporate and individuals have not been covered under the study, because they form major source of revenue for VRL.
Chapter II:
This chapter gives the description of a brief introduction to the chapter scheme, statement of the problem, objective of the study, research methodology, sample design, tool and techniques for collection of data, plan of analysis, limitations and overview of report.
Chapter III:
This chapter contains the company profile, business products on services, competitions, capital structure of organisation structure of the company.
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Chapter IV:
This chapter includes classification & tabulation of data, analysis and interpretation of data.
Chapter V:
This chapter includes findings, conclusions & suggestions.
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Centralised Operations: 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 services under one roof. The total built up area of complex is 25,00,000 sq. ft. with an additional 1,00,000 sq. ft. of land utilized for sheds and vehicle parking, This complex contains the Head office Building, Transhipment Godown, Workshop, Canteen, Drivers Rest Room, own Diesel Bunk etc. Our Mission : To provide the highest quality service to our customers by continuously increasing cost efficiency and maintaining delivery deadlines.To encourage our employees / workforce to strive for quality & 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.
Vision : To become the premier company that cuts accross various segments and emerges as the torchbearer of each segment that the Group ventures into.
Corporate Social Responsibility : Our corporate integrity is a critical asset and we are committed to upholding it in everything we do. We share our expectations and opinions and strive to maintain a workplace built on mutual values, trust and goodwill & we continue to embed these ethical standards in our business environment. Noteworthy is the Vignyan Yog Shivir that we organized that was conducted by Param Pujya Ramdevji Maharaj which was attended by more than 10,000 people across the state The efficiency of our fleet of vehicles hinges on our all inclusive state-of-the-art workshop cum service complex at Hubli (Karnataka). Every vehicle of our fleet passes through this master service facility so that they are at peak levels of performance, leading to better cost efficiencies and time management.
Centralised Operations
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 services under one roof. The
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total built up area of complex is 25,00,000 sq. ft. with an additional 1,00,000 sq. ft. of land utilized for sheds and vehicle parking, This complex contains the Head office Building, Transhipment Godown, Workshop, Canteen, Drivers Rest Room, own Diesel Bunk etc.
Mission
To provide the highest quality service to our customers by continuously increasing cost efficiency and maintaining delivery deadlines. To encourage our employees / workforce to strive for quality & excellence in everything they do. To promote team work and create a work environment that takes care of talent and brings out the best in our employees.
Vision
To become the premier company that cuts across various segments and emerges as the torchbearer of each segment that the Group ventures into.
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Business Ethics
VRL has very strongly believe that rules are not meant to be broken but rules are meant to be followed. This belief of ours strengthens our commitment to offer services that put our clients and us in a win-win situation. We believe, it is better to be Fair than to be Good.
3.2 Business Product & Services Vrl Express Cargo Anywhere Anytime
Delivery on time zero excuses. This mantra is driving force behind the success of VRL Express Cargo.
Surface, Train & Cargo mode services. Dedicated company owned vehicles. Door pick-up and delivery.
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On-time delivery. Online track & trace facility. 24X365 days operations. Dedicated and well-groomed customer care windows. Extensive nation-wide network.
Strong & Dedicated Operating Team. Time Bound Delivery With An Emphasis On Time Every Time Delivery Schedules ranging From 24/48/72/96 hours. Dedicated Route Vehicles. Online Track and Trace Facility.
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200Plus routes covering more than 50 destinations everyday. Market leader in Karnataka in private tourist operator segment. Areas of Operation : Karnataka & Maharastra states with 60-plus branches and widespread network of 1000-plus agents. Vijayanand Travels is the premier operator to extend service by hi-tech & sleeper coaches even to remote places. Onwards & return journey booking facility. Punctuality in timing and separate seating arrangement for ladies. Well-maintained coaches with latest seating arrangement. Double drivers on-board for safe & comfortable journey. Relief bus facility on all routes in case of any unforeseen incidents.
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Vijayanand Travels, the tour operation division of VRL, is the market leader among tourist bus operators in Karnataka and Maharastra. It operates a huge fleet of buses on more than 200 routes and is supported by a network of 60 branches and 1000 agents. It has pioneered the introduction of Hi-Tech buses on routes leading to remote parts of Karnataka, separate seating arrangements for women on board, a choice of buses from ordinary buses to super luxury A/C buses, check point to monitor vehicle movement, two drivers on the buses to prevent driver fatigue on long routes and enhance passenger safety and E-ticketing facility too.
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Vrl Aviation
From the taemac to the skies.....VRL has set off a new journey. In the primary phase, VRL has acquired a brand new, Premier Jet 1A aircraft, manufactured by Hawker Beechcraft Corporation, USA. It will offer luxurious comfort and the freedom to fly at a whim. This coupled with the legendary VRL lineage, this venture will certainly touch the skies.
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Wind power occupies less land area per kilowatt-hour (kWh) of electricity generated than any other energy conversion system, apart from rooftop solar energy, and is compatible with grazing and crops.
It generates the energy used in its construction in just 3 months of operation, yet its operational lifetime is 2025 years.
Greenhouse gas emissions and air pollution produced by its construction are low and declining. There are no emissions or pollution produced by its operation.
In substituting for base-load coal power, wind power produces a net decrease in greenhouse gas emissions and air pollution, and a net increase in biodiversity.
Modern wind turbines are almost silent and rotate so slowly (in terms of revolutions per minute) that they are rarely a hazard to birds.
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The journey over the last three decades was challenging and have become more innovative. The Wind Energy project of 42.5 M.W. has been successfully commissioned.
14.19%*
SCHEME-A : NON CUMULATIVE DEPOSITS INTEREST PAYABLE QUARTERLY
PERIOD MINIMUM AMOUNT (Rs.) RATE OF INTEREST (p.a.)
Money...
INTEREST PAYABLE
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Interest and maturity value payments are subject to deduction of tax at source, wherever applicable. Deposits are accepted from Individuals, minors (through natural Guardians), HUFs, Association of Persons, Registered, Societies and Registered Trusts. Interest on fixed deposits will commence from the date of realisation of cheque/demand draft by the Company.
0.5% per Annam additional interest for Senior Citizen/Shareholders/Employees.
Cheques / Demand Drafts can be deposited at designated branches all over India. Maturity value is calculated without considering any deduction of tax at source. Interest will be compounded on quarterly basis after deducting Income Tax, wherever applicable.
3.3 Competitors
The Vijayanand Travels is facing stiff competition from following players
KSRTC Sharma travels Diwakar travels KPN travels Seagate travels Blue line travels
(competitor for throughout Karnataka state) (competitor for throughout Maharashtra state) (competitor for only Davanagere route) (competitor for only Maharashtra state) (competitor for all routes) (competitor for all routes)
MR.ANAND SANKESHWAR
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Managing director,
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Vijayanand travels
MR.R.P. RAICHUR
MR.SUDHIR GHATE
MR.C.KARUNAKARA SHETTY
MR.MALLESH BUDIHAL
MR.R.S. SAGAR
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MR.SURESH ANGADA
MR.H.K. VEERABADHRAPPA
Balance sheet of the company Vijayanand travels as on year ending 31st March, 2008 PARTICULARS Six months ended September 30th, 2008
1 FIXED ASSETS Gross block Less: depreciation Net block 59767.39 10595.21 449172.18 55988.83 8852.55 47136.28
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A Study on Customer satisfaction towards VRL logistics, Bangalore Less: revaluation reserve Net block _ _ 47136.28
adjustment revaluation reserve Capital WIP NET FIXED ASSETS 2 3 INVESTMENTS CURRENT
ASSETS
LOAN & ADVANCES inventoty Sundry debtors Cash and bank balances Loans and advances TOTAL 4 LESS:LIABILITIES AND PROVISION Secured loans Unsecured loans Current liabilities provisions Deferred liability(net) TOTAL 5 NET WORTH(1+2+3+4) Net worth represented by: PES BBM JAN-MAY2O10 Page 31 51651.17 10416.99 47625.85 9485.06 42237.33 _ 3106.56 321.46 tax 5985.82 39042.20 _ 2802.67 280.43 5500.55 999.50 4033.21 2415.65 3578.91 11027.27 960.29 2371.32 1515.85 3829.98 8677.44
A Study on Customer satisfaction towards VRL logistics, Bangalore 6 7 8 Equity share capital Share application money Reserves and surplus General reserve Share premium Profit and loss account TOTAL Less revaluation reserve Reserve(net revaluation reserves) 9 Net worth(6+7+8) 10416.99 9485.06 1150.00 630.00 1566.99 3346.99 _ 635.06 1785.06 _ 1785.06 1150.00 7070.00 _ 7000.00 700.00
of 3346.99
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STRENGTHS: 1. The various strengths that made the company to increase the market share are as follows. 2. The company is having the very good brand image in customers mind.
3. It is maintaining very good service in the form of providing adequate bus facility with pre
determined time schedules. 4. The company is having a very Effective internal management system. 5. Employees, as well as customers suggestions are considered with special care, this made the company to get loyal customers as well as employees.
6. It is having the more network branches compared to the other competitors. 7. It is having the more pick-up points compared to the other competitors. 8. It maintains competitive pricing. Because of this advantage it is charging 10% less than the charges of KSRTC. This made the increase in consumer awareness regarding services of the company.
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WEAKNESS: From the analysis of performance of Vijayanand travels we found following weakness: 1. Delay In Departure Some of the buses of Vijayanand travels are not departure at scheduled timings. There may be delays in timings that cause lot of inconvenience to the passengers.
2. Insufficient Sleeper Coaches In Buses Only few buses are having sufficient sleeper coach facilities as all the buses.
3. Very Limited Staff Vijayanand travels is having very limited staff, because of which, the staff is overburdened with work. 4. Less Commission Structure The commission structure of the agents is less when compared to that paid by other competitors. 5. Low Advertisements Compared to competitors advertisements.
OPPORTUNITIES: The company is having following opportunities in the market, they are: 1. Extending The Service
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2. Introduction Of More Volvo Buses Because of less competition in market the company is able to introduce more Volvo buses in its product profile. 3. Consumer Awareness Consumer awareness over the services of VRL brand has been increasing over the years. 4. The existing infrastructure can be utilized for a larger capacity 5. Diversification towards Aviation sector and doing business, acquiring or renting aircraft. 6. Apart from Aviation sector they are aiming to step into garments, dairy, and steel
business. 7. Company officials have been studying locations across the country for identifying various investment destinations.
THREATS: 1. Unethical marketing practices of private brands. 2. Competitors higher commission rates. 3. A rise in fuel prices would adversely affect their operations and profitability. 4. Their goods and passenger transport business are subject to various taxes, which may Significantly affect their profit.
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CHAIRMAN
MANAGING DIRECTOR
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ROADLINES
MPC
TABLE #1
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Basis
No. of Respondents
TV Newspaper
2 5
Magazine
Word of Mouth
65
65
Others
20
20
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that , 65% of the respondents say they got to know about VRL logistics through word of mouth, 20% of them got to know through others, 5% through newspaper , 8% through magazine and 2% through TV.
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GRAPH #1
INFERENCE:
From the above graph, it is inferred that majority of the respondents said that they came to know VRL through word of mouth. Therefore the advertisement costs are minimal.
TABLE #2
Basis
No. of Respondents
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5 14
14
2-3 years
25
25
56
56
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that , 56% of the respondents say they have been using VRL services more than 3 years, 25% of them are using it from 2-3 years, 14% of them are using it from 1-2 years and 5% from 0-6 months.
GRAPH #2
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INFERENCE:
From the above graph, it is inferred that more than 50% of the customers have been loyal to the company for more than 3 years. This speaks high about the good quality of service provided.
TABLE #3
Cost Time
12 8
12
Quality
Service
72
72
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Packaging
1 1
Others
0 0
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 72% use it for its services, 12% of the respondents use VRL services for its cost, 8% use it for its time, 7% use it for the quality and 1% for its packaging.
GRAPH #3
INFERENCE:
From the above graph, it is inferred that most of the respondents use the VRL services for the services provided by them. Hence the services provided by VRL are very well enriched.
TABLE #4
10 32
10
32
Weekly
39
39
Fortnight
15
15
Monthly
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TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 39% of the respondents transport their goods weekly, 32% transport it 2-3 days, 15% transport it every fortnight, 10% of them transport it every day & 4% of them transport it monthly once.
GRAPH #4
INFERENCE:
From the above graph, it is inferred that majority of the customers use the services weekly. This means they often make use of VRL services.
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TABLE #5
19
After time
10
10
Very late
TOTAL
100
100
ANALYSIS:
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From the above table it is analysed that, 64% percent of the respondents say that the delivery of goods was on time, 19% say that the delivery was before time, 10% of the respondents say that the delivery was after time and 7% say it was very late from the schedule delivery.
GRAPH #5
INFERENCE:
From the above graph, it is inferred that the delivery was often before time and at time to the schedule delivery which denotes a good remarks. Hence it is clear that there is little area of improvement.
TABLE #6
No. of Respondents 39 32
% 39
32
Good
19
19
Poor
10
10
TOTAL
100
100
ANALYSIS;
From the above table it is analysed that,39% of the respondents rated the pricing as excellent, 32% respondents were average, 19% of the very respondents quoted as the pricing style to be good and the rest 10% stated as the price to be poor.
GRAPH #6
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INFERENCE:
From the above graph, it is inferred that quite a majority of the customers were satisfied with pricing strategy offered by VRL. Hence it can be said that the service provided in respect of price is satisfactory.
TABLE #7
32
Good
29
19
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Poor
10
10
TOTAL
100
100
ANALYSIS;
From the above table it is analysed that, 32% of the staff were co-operative towards the customer, 29% as good and 29% rating as excellent was given by the respondents & 10% of the respondents said there was improvement to be made in them.
GRAPH #7
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INFERENCE:
From the above graph, it is inferred that the quality of the behaviour was average and there was an equal response as excellent and good. Hence in an overall it can be said there is a little to improve in behavioural aspects.
TABLE #8
Excellent Good
21
Average
Poor
TOTAL
100
100
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ANALYSIS:
From the above table it is analysed that, 69% of the respondents say that the service of VRL are excellent, 21% say it is good, 6% were average respondents and 4% respondents say it is poor.
GRAPH #8
INFERENCE:
From the above graph, it is inferred that 91% of the respondents say that the services of VRL are excellent & good. So the services provided by VRL are very good and the customers make use of VRL for its services.
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TABLE #9
Excellent Good
86
Average
Poor
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 90% of them think it is excellent,86% of the respondents think that the packaging of VRL is good and & 5% think it is average.
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GRAPH #9
INFERENCE:
From the above graph, it is inferred that most of the respondents think that the packaging is very good. Therefore the packaging of the goods is given a lot of importance at VRL.
TABLE #10
Basis
No. of Respondents 36 64
% 36
Excellent Good
64
Average
Poor
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 64% of the respondents say that the handling of goods is good and 36% of them say it is excellent.
GRAPH #10
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INFERENCE:
From the above graph, it is inferred that the handling of the goods by VRL seems to be very good as of all the respondents say its good & excellent. VRL seems to take the utmost care of the goods.
TABLE #11
Excellent Good
69
Average
Poor
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0
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TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 69% of the respondents say that the vehicle condition of VRL is good, 23% of the respondents say its excellent & 8% say it is average.
GRAPH #11
INFERENCE:
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From the above graph, it is inferred that more than 50% of the respondents think that the vehicle condition is good, therefore the maintenance of the vehicle by VRL seems to be very good.
TABLE #12
How would you rate V.R.L Logistics in terms of Branch and Warehouse
Basis No. of Respondents 76 24 % 76
Excellent Good
24
Average
Poor
TOTAL
100
100
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ANALYSIS:
From the above table it is analysed that, 76% of the respondents say that the branches and warehouses of VRL are excellent & 24% say they are good.
GRAPH #12
How would you rate V.R.L Logistics in terms of Branch and Warehouse
INFERENCE:
From the above graph, it is inferred that it has excellent branches and warehouses which satisfies their customers a lot. The branches and warehouses are well maintained.
TABLE #13
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32
Very late
17
17
Never informed
30
30
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 32% of the respondents say that they are informed about the breakdowns, 30% say they are informed after sometime, 21% say they are informed immediately and 10% say they are informed very late.
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GRAPH #13
INFERENCE:
From the above graph, it is inferred that the breakdown are informed to the customers quite late, there must be well connected communication with the customers.
TABLE #14
How close was the branches, warehouse, booking points and delivery spots from your place
Basis No. Of Respondents %
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Near Close by
43 55
43
55
Far
Very Far
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 55% of the respondents say that the branches, warehouses, booking points and delivery spots were close by, 43% say near and 2% say they are far.
GRAPH #14
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How close was the branches, warehouse, booking points and delivery spots from your place
INFERENCE:
From the above graph, it is inferred that the VRL branches are close to customers place of work. This ensures easy accessibility to the customers to the services of VRL.
TABLE #15
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21 42
21
42
Satisfied
33
33
Dissatisfied
TOTAL
100
100
ANALYSIS:
From the above table it is analysed that, 42% of the respondents said that they were neither satisfied nor dissatisfied, 33% were satisfied with VRL, 21% respondents are strongly satisfied and 4% dissatisfied at the VRL distribution system.
GRAPH #15
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INFERENCE:
From the above graph, it is inferred that there was a mixed view of respondents and from the satisfaction level it is successfully interpreted that the VRL has achieved a average level of customer satisfaction.
TABLE #16
Yes
43
TOTAL
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100
100
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ANALYSIS:
From the above table it is analysed that, 57% of respondents wants improvement in the services offered by VRL Logistics and 43% expects no improvement in the end service.
GRAPH #16
INFERENCE:
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From the above graph, it is inferred that majority of the respondents wants improvement in services and the remaining others are satisfied. Therefore it can be diagnosed that there are improvement to made for V.R.L services to achieve customer satisfaction.
TABLE #17
Others
15
15
TOTAL
100
100
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ANALYSIS:
From the above table it is analysed that, 55% of the respondents need improvement in delivery of the goods, 31% say others, 8% wants improvement in condition of vehicle, 4% need in no. of branches and 2% in behaviour of the staff.
GRAPH #17
INFERENCE:
From the above graph, it is inferred that the delivery of goods is not to satisfying to the respondents and there are many other improvements the customers are looking for.
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5.1 FINDINGS
The findings of the study are as follows. 1. Vijayanand travels is service motive organization. 2. Some departments are not computerized but finance department is computerized. 3. Vijayanand travel maintains its day to day transaction on the books or records or kept manually that influences its business activity. 4. Communication is made through phone and internet facility. 5. It is found that organisation values their employees opinion & ideas and shares their information with their employer. 6. After the analysis of collected data it can be interpreted that the organisations culture is shaped by internal factors.
5.2 SUGGESTIONS
Following suggestions should be taken into consideration in regarding to VRL Company
The company must improve its current service facilities. The company must introduce more new buses, as present buses are not so much technologically advanced. The company should introduce its services in new routes also. To retain the employees by providing them incentives as to motivate and encourage for their contribution. A proper blend of quality, time of work as well as inter-personal relationships should account for the appraisal system as each one of them is equally important.
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5.3 CONCLUSION
Based on the overall study of the company the financial position of the company is sound. Vijayanand travels is one of the nationally renowned and transport company in south India. The company is having the very good brand image in the customers mind. And it is marketing its product under the brand name of VRL. The employees in Vijayanand travels are hardworking and dedicated. The company has increasing profit and net worth .Thus, company performed very nicely from its birth. All the departments play a vital role in every organization. The overall study that emerges in this firm has maintained well and efficient department in the management. Its all sections are working efficiently. The overall capacity of all the departments is well systematic. In the course of study I have not only acquired theoretical knowledge and also practical knowledge in this firm. I conclude that all the departments functions should have modern techniques towards other departments.
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QUESTIONNAIRE
would like to introduce myself as a BBM Student PRITAM Ch. DAS of PES Institute of
Business Management, Bangalore. I am doing a project on topic A Study on Customer Satisfaction with Reference to VRL Logistics. This project is to be submitted to the Bangalore University for the award of Bachelor of Business Management (BBM). Hence I request you to kindly spend a few minutes in answering this:Name Age Sex Ph. No Address E-mail : : : : : :
1. [ [ [ 2.
How did to come to know about V.R.L Logistics? ] T.V ] Magazines ] Others From how long you have been using V.R.L Services? [ [ ] 0-6 months ] 2-3 years [ [ ] 1-2 years ] 3 years & above [ [ ] Newspaper ] Word of mouth
3.
What made you use V.R.L services? [ [ [ ] Cost ] Quality ] Packaging [ [ [ ] Time ] Service ] Others
4.
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[ [ [ 5.
[ [
How was the delivery schedule of the vehicle kept up? [ [ ] On time ] After time [ [ ] Before time ] Very late
6. Sl. No. 1. 2. 3. 4. 5.
How would you rate VRL logistics in terms of : Basis Excellent Good Average Poor
6.
Vehicle Condition
7.
Branches Warehouse
&
7. [ [ 8.
Are you informed about the breakdown of the vehicle? ] Immediately ] Very late [ [ ] After sometime ] Never informed
How close was the branch, warehouses, booking points & delivery spots from your place?
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[ [ 9.
] Near ] Far
[ [
The details of the information provided to you were sufficient or not? [ [ [ [ ] All the information was provided. ] Need some more information. ] Not happy with the information. ] Very less information was provided.
11. If yes, what improvement are you looking for? [ [ [ ] Delivery of good ] Behaviour of staff ]............................... ............................... 12. What do you feel about the distribution system of VRL? [ [ [ ] Strongly satisfied ] Neither satisfied nor dissatisfied ] Dissatisfied [ ] Satisfied [ [ ] No. of branches
] Condition Of vehicles
13. State the service of VRL Logistics Pvt. Ltd.? [ [ ] Excellent ] Fair [ [ ] Good ] Poor
BIBILOGRAPHY
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BOOKS: Marketing management V.S.Ramaswamy Third edition Macmillan India ltd. Business Research Methods O.R Krishnaswami B.G Satyaprasad Third Edition Himalaya Publication House
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