Retail Petroleum

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Retail Petroleum

  1. 1. GAP analysis in Retail Petroleum Industry Submitted By: A.J.Sharma Chandan Kumar Diptendu Dey L.K. Gupta Ravi Sharma Vivek Sharma
  2. 2. Retail Petroleum Industry of India <ul><li>Petroleum retail sector is one of the largest segments of the industry . </li></ul><ul><li>Petroleum retailing industry in India faces significant challenges and is forced to adopt new and innovative strategies. </li></ul><ul><li>GOI on April 1, 2002, opened up retail marketing to private and foreign companies. </li></ul><ul><li>Petroleum retailing is a retailing of product and service. </li></ul><ul><li>Change of focus of oil marketing companies. </li></ul><ul><li>The new look petrol pumps, apart from dispensing fuels; now offer the best of retail chains providing a value added service to busy consumers. </li></ul>
  3. 3. Retail Petroleum Industry of India <ul><li>Consumer is becoming more and more demanding. </li></ul><ul><li>Quality & Quantity assurance </li></ul><ul><li>Quick filling and efficient forecourt service </li></ul><ul><li>Rewarding loyalty </li></ul><ul><li>Premium fuels </li></ul><ul><li>Cashless transactions </li></ul><ul><li>Non-fuel services </li></ul><ul><li>Loyalty programs </li></ul><ul><li>Smart Fleet (BPCL) </li></ul><ul><li>Xtrapower (IOCL) </li></ul><ul><li>Drivetrack (HPCL) </li></ul><ul><li>Transconnect (Reliance) </li></ul><ul><li>Petrocard (BPCL) </li></ul>
  4. 4. Studying GAP 4: Sample <ul><li>GAP 4 : Communication gap, when promises do not match performance. </li></ul><ul><li>The communications that are made to the customers: </li></ul><ul><li>Quick filling time of not more than 10mins and quick billing. </li></ul><ul><li>Solving other problems which are non-fuel like brake fluid check, tyre check, battery check, windshield wiper check. </li></ul><ul><li>Personal attention to the customers. </li></ul><ul><li>Round the clock operating hours. </li></ul><ul><li>Understanding specific needs like the correct quality and quantity. </li></ul><ul><li>Standard service across all pumps. </li></ul><ul><li>Analysis of Customers : 150 Samples </li></ul><ul><li>Analysis of Employees : 30 Samples </li></ul><ul><li>Companies Considered for Analysis </li></ul><ul><li>IOCL HPCL BPCL </li></ul>
  5. 5. <ul><li>Analysis: Customers </li></ul><ul><li>Filling Time </li></ul><ul><li>Billing Time </li></ul><ul><li>Problem Solving </li></ul><ul><li>Personal Attention </li></ul><ul><li>Specific Needs </li></ul><ul><li>Convenient Operating Hours </li></ul><ul><li>Proper Operations </li></ul><ul><li>Information Access </li></ul><ul><li>Service Quality </li></ul><ul><li>Additional Benefits </li></ul><ul><li>Redemption </li></ul><ul><li>Payment </li></ul><ul><li>Rewards Catalogue </li></ul><ul><li>User Platform </li></ul>Studying GAP 4: Analysis Analysis: Loyalty Program Analysis: Employees <ul><li>Filling Time </li></ul><ul><li>Billing Time </li></ul><ul><li>Customer Oriented </li></ul><ul><li>Personal Attention </li></ul><ul><li>Uses of Card </li></ul><ul><li>Card Complain </li></ul><ul><li>Hoarding </li></ul><ul><li>Company Operation </li></ul><ul><li>Scheme Info </li></ul><ul><li>Role of Employee </li></ul><ul><li>Special Training </li></ul><ul><li>Service Standard </li></ul><ul><li>Company Facility </li></ul><ul><li>Customer Problem </li></ul>
  6. 6. Results after Factor Analysis <ul><li>Prompt Service </li></ul><ul><li>Personalized Service </li></ul><ul><li>Convenience </li></ul><ul><li>Proper Operations </li></ul><ul><li>Returns </li></ul><ul><li>Value for money </li></ul>Studying GAP 4: Analysis Analysis: Customers Analysis: Loyalty Program Analysis: Employees <ul><li>Prompt Service </li></ul><ul><li>Personalized service </li></ul><ul><li>Card convenience </li></ul><ul><li>Operations </li></ul><ul><li>Scheme </li></ul><ul><li>Role </li></ul>
  7. 7. <ul><li>Reducing billing time by using computerized hand held devices. </li></ul><ul><li>Training the pump attendants. </li></ul><ul><li>Customer involvement by rolling out new promotional campaigns. </li></ul><ul><li>Clear demarcation of responsibility of the pump attendants. </li></ul><ul><li>Rewards catalogue of the loyalty cards should include more attractive gifts. </li></ul>Recommendations
  8. 8. THANK YOU

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