India Post was previously a monopoly but has now faced competition in the express industry. It did not initially adapt to changes but is now developing strategies to meet this challenge. It has a vast network and resources but also weaknesses like a lack of customer focus. It is taking initiatives like evaluating customer satisfaction and realigning products. Improving areas like reliability, responsiveness and empathy as identified by SERVQUAL can help enhance customer satisfaction and relationships. India Post needs to promote itself more aggressively as a business and focus on retaining existing customers through good service.

1. The Making over of INDIA POST Myth or Reality

8. Q1) ‘A sleeping Giant (India Post) has woken up & is evolving strategies to meet the challenge of competition in the world ’ - Do you believe that government of India is whole heartedly trying to achieve Excellence in Service Quality ?

9. Yes … India Post has woken up to face the new challenges & cash in on the opportunities by taking certain initiatives – a) Assessing their current situation in terms of customer satisfaction. b) Training their employees to serve the customers better. c) Realigning product portfolio considering the current requirement, technology & competition.

11. Q2 ) ‘’If Internal Marketing is done successfully ,it would follow Interactive –Marketing would also be empowered’’ . Do you agree with this statement ,especially with reference to the case ‘’India Post’’. Explain your answer with the support of ‘’Service Triangle Model’’

12. Service Marketing Triangle Company Customers Employees Internal Marketing Interactive Marketing External Marketing

14. Q3 ) Which New products should be developed by India Post & which existing products should be dropped & why ?

17. Q4 ) ‘’ Tangibles’’ in most of the post offices are poor, compared to other Central Government organizations like , Nationalized banks, Railways etc. Suggest important improvements to be made in ‘’Tangibles’’ in post offices.

18. Tangibility is what the customer ‘’Sees ‘’ & ‘’Feels’’ in terms of Physical facilities, equipment ,personnel & communication material.

20. Q5 ) While a beginning has been made in ‘’Tangible’’ dimension of the Servqual, much needs to be done in Reliability , Responsiveness, Assurance & Empathy. Explain how this can be achieved in ‘’India Post’’

24. Q6 ) ‘’Customer Satisfaction can be the only bedrock on which edifice of a successful relationship rests and can be built upon. Relationships cannot be substituted, cannot be copied and offer a strong Entry barrier for New Players’’. Explain this statement with relation to India Post.

26. Q7) What India Post should do to promote their public image and also its various product lines ?

29. Q8 ) What are your detailed recommendations to convert ‘ India Post ’ from a government monopoly to a successful business enterprise?