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India postal servicec in service marketing
India's postal network is the largest in the world, with significant growth from 23,344 post offices at independence to over 155,015 today, primarily focusing on rural expansion. The services offered by India Post include mail and financial services, with increasing competition from private players necessitating a focus on customer satisfaction and modernization. Current initiatives and partnerships, such as with Amazon, aim to enhance service delivery and leverage the vast postal network for broader reach.
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India postal servicec in service marketing
- 1. PRESENTED BY ADITYA HOSANGADI (6) AMITMEHTA (16) DEBESH RATH (46) MOHAMMAD FAROOQ (88)
- 2.
- 3. 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
- 4. Services • Mail services •Premium products • Financial services • Retail services
- 5. Mail Services • Mailproducts • Registration • Parcel • Insurance • Value payable post • International (SAL)
- 6. Premium services • Speedpost • Express parcel • Media post • Business post • Greeting post • Logistics post
- 7. Financial services • Postoffice saving schemes • Postal life insurance • Money remittance service • Mutual funds • Forex service
- 8. Retail services • Billmail • Direct post • Retail post • E-payment
- 9. Potential Forces Impactingon India Post • Globalization • Entry of private players • Growth of telephony • Focus on inclusive growth • Higher delivery standards
- 10. Stakeholders and theirpotential roles • Customers can exercise their choice as there are alternatives. Therefore retention of the existing customers is crucial as also attracting new customers. • The employees are India Posts main strength. The employees have supported IT induction and the new initiatives. However, they could be a threat if change is not effectively managed. • Government of India as owner has been continuously supporting India Post. It has also supported India Post in its plans to modernise, expand and enrich its product and services mix. But, can consider other alternatives.
- 11. INDIAN POST in TANGIBILBILITYSPECTRUM Salt Soft Drinks Detergents Automobiles Cosmetics Fast-food Outlets Intangible Dominant Tangible Dominant Fast-food Outlets Advertising Agencies Airlines INDIAN POST Consulting Teachin
- 12. Simple Flowchart for Indianpostal service TRAVEL TO POST OFFICE WEIGHING, BILLING AND TAKING POSSESSION OF PARCEL LEAVES THE POST OFFICE TRACKS THE PARCEL ONLINE OFFICE PROCESSES THE PARCEL AND DELIVER DELIVERY TO THE DESTINATION
- 13. LEVELS OF CUSTOMEREXPECTATION INDIAN POSTAL SERVICES KEY FACTORS: Low price: local/nation RS 15/35 Servicing from decades Reliability Gov. factor
- 14. ZONE OF TOLERANCE DESIREDSERVICE Delights Wider gap Servicing from decades Price comparison A reflective of Indian heritage Governmental service Reliable as well as empathic ZONE OF TOLERANCE ADEQUATE SERVICE Desirables Musts
- 15. some thematic stamps ScindeDawk Indian Flag 10 Rupees Postage s Sachin tendulkars
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- 17. Strength • Strong Network& Infrastructure • Cost Effective • Security / Safety with respect to deposits • Efficient Manpower • Vast business experience • Established redressal machinery
- 18. Weakness: • Unchanged workingculture • Lack of feedback in communication process • No Job Rotation • Job Stress among employees • Increased rate of Customer Dissatisfaction
- 19. Opportunity: • Increasing numberof customer base • Inflationary market • Technological Advancement • Growing number of International transactions
- 20. Threat: • Customer Dissatisfaction •Increasing market share of competitors • Internet Penetration
- 21. Tie-up with Amazonindia • Amazon India is piloting a project to try out cash-on-delivery model through India Post. • The big lure for the global giant is India Post's vast network. Amazon will be able to reach out to remote areas in the country leveraging on the network. The company is already sending its packets through India Post. • It is a win-win. "Amazon would gain reach while India Post would benefit from the company's aggressive growth plans
- 22. Some notable Initiatives….. •Project Arrow • Implementation of Sevottam • Right to Information • Implemented Sevottam Compliant Grievances mechanism • International standard certification ISO 9001:2008
- 23. Recommendations • With increasingcompetition, stress on Customer satisfaction should be the focus. • Tie-ups like that of Amazon should be increased to leverage the network strength.
Editor's Notes
- #14 InLEVELS OF CUSTOMER EXPECTATION we haveKEY FACTORS: Low price: local/nation RS 15/35 effective1stoct 2012(http://www.indiapost.gov.in/SpeedPost.aspx) the professional 20/40- old dataServicing from decades people are well aware of what they will getReliability: Never heard of errors in registry or speed post insurance Gov. factor
- #15 Servicing from decade: accustomed people have faith. They trust speed post. Price comparisonA reflective of indian heritageGovernmental service
- #16 Scinde Dawk was a very old postal system of runners that served the Indus Valley of Sindh, an area of present-day Pakistan. The term also refers to the first adhesive postage stamps in Asia,[1] the forerunners of the adhesive stamps used throughout India, Burma, the Straits Settlements and other areas controlled by theBritish East India Company.[2] The name derives from the words “Scinde”, the British spelling of the name of the province of Sindh, and “Dawk”, the anglicised spelling of the Hindustani word “Dak” or Post. The Scinde Dawk of 1852, the first postage stamp of India is a round red sealing waferThe 10 Rupees Postage stamp depicting Mahatma Gandhi issued by India in 1948 is one of India's most famous stamps.[1] A set of 100 of these stamps were overprinted with the word "Service" and provided only to the Governor General of India for his official use. This "Service" overprinted stamp is one of India's costliest and rarest stamps. This stamp was a part of the 1948 "Service" set which was auctioned for 38,000 Euros in the David Feldman auction sale on 5 October 2007.[2] In an auction on May 19 2011 at Geneva, David Feldman sold the 1948 10 Rupee Mahatma Gandhi stamp of India for a World Record price of EUR 144,000 (US$ 205,000); this also set the record for the most expensive modern stamp.[3]Indian Flag, the first stamp of independent India, released on 21 Nov 1947, was meant for foreign correspondence.The third stamp, showing aDouglas DC-4 aircraft, was meant for foreign airmail. 1854