Gap Model Analysis of First Flight Courier by Nikhil , Kushagra and Jeetu

Gap ‘GAP MODEL ANALYSIS ON FIRST FLIGHT’ REPORT BY Nikhil Raju (PA1018) Kushagra Jadhav (PA1015) Jithu N Kurias (PA1013) INDUSTRY BACKGROUND Couriers are basically a service for sending money or goods at some extra cost. It involves a person or a company engaged in transporting, dispatching and distributing letters, parcels and mails. In a rather layman term, it can be said that, compared to normal mail service, a courier possess many added features. A courier is much faster, safer and secured than ordinary mail.

It is a specialized service with authenticated signatures.It has tracking service with each service being treated as a specific individual case. Dedicated timely deliverance is its primary hallmark. These features do cost a bit extra but with so many features available, the cost gets leveraged. The courier industry specializes in time-definite, reliable transportation services for documents, packages and freight. This is done via a combination of transport networking that includes road, rail, sea and air for door-to-door delivery.

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This extensive distribution system is supported by infrastructure that comprises hubs, warehouses, IT technology and human resources, as well as offices in various cities.One of the main reasons for the increase in courier companies is the boom in global trade, probably largely down to the Internet. Couriers have to deal with all sorts of requests from delivering simple mail documents to large electronic items like computers, printers and televisions. Simply put, the courier market has grown due to demand from customers and businesses. More and more courier companies appear on a regular basis, and you may have noticed different courier logos and branding on vans and planes across the world.

Many of these courier companies operate independently, where as others rely on some of the larger courier companies when it comes to providing international deliveries. COURIER SERVICES IN INDIA Owing to the growing demand for reduced transit time and early deliveries the industry is forecast to grow at 25% for the next two to three years, making this one of the fastest growing segments in the transportation of cargo. International express cargo holds 6% of the express cargo industry, but is forecasted to reach 40% by 2017. The industry had its start some 15-20 years ago.But with changing economy and technical advancement seen on a daily basis, the industry has extended fast to several metropolis, township and even rural areas. Indian courier industry was initially limited to all the four metros.

The reason was the airport connection these metros were having. Train, bus, motorcycle and even bicycle have helped the industry in this regard. Industry has traveled a long way and now it has become a very common sight to see an office of Courier Company in the nearby locality. At present, there are about 2300 courier companies in India, but four major players in the premium organized segment dominate the industry.ABOUT FIRST FLIGHT First Flight Couriers came into being on Monday, 17th November 1986.

It all began with the setting up of three offices at Kolkata, Mumbai and Delhi. The overwhelming response from customers, was not just a dream come true, but the fruits of an early realization and recognition of the tremendous potential that the Indian subcontinent offered in terms of market size. It was the foresight and dynamism of the Founder Chairman and Managing Director, O. P. Saboo which created a spring board for the organization to catapult into what it is today –  India’s Largest Domestic Courier Company.Salient Features of first flight- | 930 First Flight Offices across India| | 2208 Authorized Collection Centers| | 452 Franchisee Locations| | Serving over 5000 Pincode Destinations across India| | Dedicated Workforce of over 10000 plus employees| | Strategically located 8 own International Offices| | Serving over 220 countries globally| PRODUCT LINE OF FIRST FLIGHT They have classified there services in domestic and inter national basis.

GAP 1: Key Factors Leading to Knowledge GapGAPS ANALYSIS OF FIRST FLIGHT 1. No proper Information about field. 2. Business Intelligence not available for decision aking at all levels 3. Least attention paid to small customers Customers needs & Expectations Management definition of these needs GAP 2: Key Factors Leading to Standard Gap Management definition of these needs 1. No proper service design for customers 2.

No proper packaging facility 3. No insurance for goods 4. Improper allocation of funds Translation into Design GAP 3: Key Factors Leading to Delivery Gap 1. Poor employee-technology job fit 2. Delay in delivering the service 3.

Over pricing to match demand 4. forcing customer to go for expensive service Translation into Design Execution of DesignGAP 4: Key Factors Leading to Communication Gap 1. Improper horizontal communication 2. Customer enquiry constraints 3. Absence of strong internal marketing 4. Lack of adequate education for customer Execution of Design Advertising and Sales Promises GAP 4: Key Factors Leading to Communication Gap Advertising and Sales Promises 1.

Overpromise, under delivery 2. Main customers – Corporate customers hence interpretation of a local customer varies differently Customer interpretation of communication GAP 5: Key Factors Leading to Perception Gap Execution of Design 1. Indifferent attitude towards customers 2.Improper design leading to negative perception 3. Improper information transparency to their supply chain partners to maintain competitiveness.

Customer Perceptions of product execution GAP 5: Key Factors Leading to Perception Gap Customer perceptions Customer Interpretation of Of product execution communications 1. Value added services 2. Ware housing facility 3. Reverse logistics Customer experience relative to expectations SOLUTION TO FILL THE GAPS GAP -1 * Customer’s information is collected through feedback forms. Appointment of executives to cater all types of customers. GAP-2 * Sharing the burden of increasing fuel prices * Insurance for goods GAP-3 * Employees are properly trained * Promptness in delivery GAP-4 * Toll Free Number available to provide information to the customers * Information available on its website * Should focus on B to C advertising apart from B to B advertising * Provide services as promised GAP-5 * Should have a positive attitude towards the customer * Proper market research to change design accordingly * Start giving value added services in some areas BIBLIOGRAPHY 1.

www. firstflight. com 2. www. wikipedia.