SERVICE MARKETING AND GAP MODEL FOR INDIA POST

1. SUBMITTED TO SUBMITTED
BY
Prof. BASAVARAJ S M DILIP GOULI

3. Governance structure

4. Post Office Network
 India has the largest Postal Network in the world with
over 1, 55,015 Post Offices (as on 31.03.2009) of which 1,
39,144 (89.76%) are in the rural areas.
 At the time of independence, there were 23,344 Post
Offices, which were primarily in urban areas.Thus, the
network has registered a seven-fold growth since
Independence, with the focus of this expansion primarily
in rural areas.
 On an average, a Post Office serves an area of 21.21 Sq.
Km and a population of 7175 people

5. Services
 Mail services
 Premium products
 Financial services
 Retail services

6. Mail Services
 Mail products
 Registration
 Parcel
 Insurance
 Value payable post
 International (SAL)

7. Premium services
 Speed post
 Express parcel
 Media post
 Business post
 Greeting post
 Logistics post

8. Financial services
 Post office saving schemes
 Postal life insurance
 Money remittance service
 Mutual funds
 Forex service

9. Retail services
 Bill mail
 Direct post
 Retail post
 E-payment

10. Potential Forces Impacting on
India Post
 Globalization
 Entry of private players
 Growth of telephony
 Focus on inclusive growth
 Higher delivery standards

11. Simple Flowchart for
Indian postal service
TRAVELTO
POST OFFICE
WEIGHING, BILLING
ANDTAKING
POSSESSION OF
PARCEL
LEAVESTHE
POST OFFICE
TRACKSTHE
PARCEL
ONLINE
OFFICE PROCESSESTHE
PARCEL AND DELIVER
DELIVERYTO
THE
DESTINATION

12. LEVELS OF CUSTOMER EXPECTATION
INDIAN
POSTAL
SERVICE
S
KEY FACTORS:
Low price: local/nation RS 15/35
Servicing from decades
Reliability
Gov. factor

13. DESIRED SERVICE
ADEQUATE SERVICE
ZONE
OF
TOLERANCE
ZONE OFTOLERANCE
Wider gap
Servicing from decades
Price comparison
A reflective of Indian heritage
Governmental service
Reliable as well as empathic
Delight
s
Desirables
Musts

14. some thematic stamps
Scinde Dawk
10 Rupees Postage s
Indian Flag
Sachin tendulkars

15. SWOT

16. Strength
 Strong Network & Infrastructure
 Cost Effective
 Security / Safety with respect to deposits
 Efficient Manpower
 Vast business experience
 Established redressal machinery

17. Weakness:
 Unchanged working culture
 Lack of feedback in communication process
 No Job Rotation
 Job Stress among employees
 Increased rate of Customer Dissatisfaction

18. Opportunity:
 Increasing number of customer base
 Inflationary market
 Technological Advancement
 Growing number of International
transactions

19. Threat:
 Customer Dissatisfaction
 Increasing market share of competitors
 Internet Penetration