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Indian postal service- Service model
The document discusses the Indian postal service. It provides background that the Indian postal service was founded in 1854 and currently has over 1.5 million post offices across the country. It then analyzes issues facing the postal service like stagnant sales, lack of customer support and timely delivery, and more advanced services offered by competitors. Finally, it proposes solutions like job rotation policies, infrastructure improvements, and partnerships to help modernize the postal service.
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Indian postal service- Service model
- 2. INTRODUCTION Indian postal serviceoperated by government of India Founded on 1 April 1854 Indian Postal Service had 1, 54,866 Post Offices 1,39,040 were in rural areas 15,826 in urban areas.
- 3. INDIAN POST CARDS RelivingIndian History
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- 6. CASE ANALYSIS (Indian Post) Familiarities Reliable, Oldest, Cheap, Network, Largest in world, Reach Symptoms Sales Stagnant, Low Growth Analysis Not scalable, No customer support and Timeliness of delivery, Better Service offered by competitors, Unorganized players Problem Unchanged Working culture, Sluggishness, Electronic Alternative, Technology Synthesis Job Rotation Policy, Soft Skill Training, Infrastructure, Adequate Promotions, Tie-ups
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- 9. PEOPLE • Strength -460,457 • The chief administrator - postmaster • Training
- 10. TRAVEL TO POST OFFICE WEIGHING, BILLING AND TAKING POSSESSIONOF PARCEL LEAVES THE POST OFFICE TRACKS THE PARCEL ONLINE OFFICE PROCESSES THE PARCEL AND DELIVER DELIVERY TO THE DESTINATIO N PROCESS
- 11. PHYSICAL EVIDENCE • Postoffice exterior • Website • Desk & registration (Register counter, Billing counter, Stamp counter)
- 12. SEC MODEL SEARCH EXPERIENCECREDENCE •Customer service •Staff courtesy •Claims settlement • Benefit of Integrated Platform
- 13. COMPANY INTERNAL MARKETING CUSTOMERSEMPLOYEES EXTERNAL MARKETING INTERACTIVE MARKETING Service MarketingTriangle Improved ergonomics & working conditions
- 14. Internal Marketing (Company to Employees) • Training of Employees • Postmen are being trained in ecommerce • Postmen greets people with smile • Post office employees are trained to be in sync with latest technology External Marketing ( Company to Customers) • Alerting Customers about Status of their Parcels (online,sms) • Booking Orders Online • Core Banking System & Kishan Vikas Patrika (for Banking) • Managing of Government Schemes – Beti Bachao Beti Padhao campaign, Sukanya Samriddhi Accounts • Interactive and informative website www.indiapost.gov.in • Retail network of 1.54 lakh registered offices in India SERVICES MARKETING
- 15. SERVICES MARKETING • INTERACTIVEMARKETING Orientation programs to train company personnel Customer Orientation programs to postal assistants thus ensuring effective & prompt service Business Orientation Programs to Marketing executives
- 16. INDIAN POSTAL SERVICES- BLUEPRINT Physical Evidence POST OFFIC E EXTER IOR REGIST ER COUNT ER REGISTER COUNTER REGISTER COUNTER BILLING COUNTER BILLING COUNTER STAMP COUNTER STAMP COUNTER FINAL DELIVERY Customer Action ARRIV E AT POST OFFIC E GO TO ORDER COUNT ER ASK FOR DRAFT RECIVE FILL FORM RETURN FILED FORM BILL RECIVED BY CUSTOMER TAKE COVER PUT DRAFT SUBMIT TO COUNTER DELIVER TO ADDRESS PERSON ON STAGE CONTACT BACK STAGE CONTACT SUPPORT PROCESS CONTACTPERSON PO give form to fill COMPUTER ENTRY AND PROVIDES BILL RECIVE & DRAFT FORWARD ED TO POSTMAN COLLECTED BY POSTMAN POST FORWARDED TO REGIONAL STATIONS POST COLLECTED AT REGIONAL CENTRES FORWARDED TO ADDRESS PO Line of Interaction Line of Visibility Line of Internal Interaction IN LOCAL AREA IN OUT CITY
- 17. REFRENCE • https://www.indiapost.gov.in/VAS/Pages/AboutUs/AboutUs.aspx • http://www.dnaindia.com/academy/report-india-post-in-for-a-planned-make- over-2039310 •http://www.paarami.com/digital-marketing-promote-government-india-scheme/
Editor's Notes
- #8 MAIN Letter Inland Letter Card Post Card Book Packet Registered News paper Blind Literature Packet PREMIUM Speed Post : Provides time-bound, express delivery of letters Business Post: Total mailing solutions, business processing made easy, business post centers, mail room service & special delivery services. Express Parcel Post: Door to door service, money back guarantee, c ash on delivery & credit facilities Media Post: Door to door service, money back guarantee, cash on delivery & credit facilities Greeting Post: A new range of delightful greeting cards for the dear ones. Logistics Post: B2B express distribution service. FINANCIAL Post office savings scheme Post office savings account 5-yr post office recurring deposit account Post office time deposit account Post office monthly income account Senior citizen savings scheme & 15-yr public provident fund account RETAIL Telephone revenue collection e-Ticketing for Road Transport Corporations and Airlines Sale of UPSC forms, University applications, etc Sale of Passport application forms Sale of Gold Coins, Forex Services Sale of SIM and recharge coupons Sale of India Telephone cards e-Ticketing of Railway tickets
- #14 The service marketing triangle or the Service triangle as it is commonly called, underlines the relationships between the various providers of services, and the customers who consume these services.
- #15 Internal Postmen are being trained in ecommerce that will facilitate customers for trading with Flipkart,Amazon, etc. deliveries Post office employees are trained to be in sync with latest technology (i.e : providing them electronic signature machine, gps technology etc.)
- #17 A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.