STUDY OF COURIER INDUSTRY

AT
BookMyPacket
Company Of
e-group Solutions Private Limited

By
Pulkit Agarwal
Roll No. 2013221

Institute of Management Technology
Nagpur
April-June 2014


STUDY OF COURIER INDUSTRY
AT
BookMyPacket
Company Of
e-group Solutions Private Limited


by
Pulkit Agarwal
Roll No 2013221
Under the guidance of

Mr. Deepak Kakkar Prof. Pradeep Mazumdar
Marketing Head Professor
Bookmypacket e-group solutions Private Limited IMT, Nagpur
Sector-52, Gurgaon


Institute of Management Technology
Nagpur
April-June 2014

ACKNOWLEDGEMENT
I wish to express my gratitude towards my guide, Mr. Deepak Kakkar (Marketing Head), for
his constant support and guidance. He has helped me continuously in building my concepts
and providing the right direction to my thoughts.
My sincere thanks to Mr. Jitender Singh Negi (operations head) for guiding me throughout
the project and provide the necessary support and encouragement to complete the project
successfully. Without him the project would not have seen this day of light.
Furthermore I would also like to express my sincere appreciation to my SIP faculty mentor
Prof. Pradeep Mazumdar, who gave direction to this whole task in a way it come out as a
benefit for company as well as me. He invested his full effort in guiding me throughout in
achieving the goal of this summer internship. A special thanks to my teammates who were
with me all this time constantly building a confidence in me. I also appreciate the guidance
given by employees of the company who continuously helped me in understanding work and
culture, all minor details and all minor doubts that ever existed.
Finally, I would like to thank BMP and IMT, Nagpur for having given me this invaluable
learning opportunity and also all those people who extended their wholehearted co-operation
in the successful completion of the project.


Pulkit Agarwal
IMT, Nagpur










TABLE OF CONTENTS
Chapter I Introduction & Objectives of the study
A. Value Chain
Chapter II Brief description of the concepts / models introduced in the study
A. ERP(Enterprise Resource Planning)
B. Packet Costing
C. RTO(Return To Origin)
D. SOP(Standard Operating Procedure)
E. Online Marketing
F. Event Marketing
G. Customer Acquisition
H. TQM(Total Quality Management)
Chapter III Company Analysis
1. External Analysis
A. Industry Life Cycle
B. Industry Dynamics
C. Porters Five Forces
D. Local Demand Conditions
2. Internal Analysis
A. Competitive Advantage
B. Distinctive Competencies
C. Strategies
D. Strength
E. Weakness
Chapter IV Tabulation and findings / result
Chapter V Interpretations and conclusions / summary
A. Research Objectives
B. Research Questions
Chapter VI Recommendations
Chapter VII Limitations of the study
Chapter VIII Scope for future improvements
Chapter XI Appendices
Chapter X Bibliography
CHAPTER I: INTRODUCTION AND OBJECTIVES OF THE STUDY

bookmypacket is an initiative of BMP eGroup Solution Pvt. Ltd. which is Indias first online
courier service for domestic and international distribution system. It is the Indias first online
courier service which compares the prices of various courier companies with an added benefit
of home pickup and door to door delivery. In this new business model, online packet booking
and delivery get instant quotes, booking and tracking your shipment online is easy and it
follows user friendly steps. Just enter your packet details into the packet delivery calculator
above and click Get Quotes to generate some of the best delivery process on the web.
A dedicated team of professionals are there to manage this function, which adds to the
operating cost of the business. BMP provides a single window distribution solution no more
dealing with multiple courier partners. As a premium service BMP offers to reduce
customers distribution cost and time.
This company has brought a very new of its kind concept in Indian market. This company is a
third party courier company. It is doing business in B2B as well B2C model but there main
focus is B2B customers. For B2B they are tying up with online shopping website to do there
all logistics work such as to deliver a purchased item to respective customer address and also
reverse logistics operation. For B2C what they are doing different from other typical courier
company is that they have launched a home pick up thing for its customers. Customers only
need to fill courier detail in their website and make the payment and they will pick up the
consignment from your home and deliver to any address. The back bone of this company is
other courier companies too. They use other courier companies to deliver their consignment.
They are just penetrating in this already established market for what reason and how they are
changing the conventional way of doing logistics business. BookMyPacket a company which
is providing its clients a service in about 7000 pin codes in India, which is the maximum
among all Indian companies. They also provide same day delivery in Delhi/NCR region.
The secret behind this is that they have discovered a unique way to do their job. They went
into contract with many big courier companies to send their consignment which they receive
from their customer for delivery. Because of their deal with large number of consignment
they have the power to bargain with courier companies to provide them special waivered
prices. Because of this discounted prices they also reduced their courier charges to their
clients to a level that they can find a suitable margin to pay off their expense.
When they receive consignment to deliver, all they look is which courier company is
charging less for the delivery place and which courier company has good service at that
region. Like they prefer Shri Maruti Courier Company for their consignment delivery in
Gugrat state and Professional for southern Indian states like Hyedrabad, Tamilnadu, Kerla,
etc.
With all this operation Bookmypacket is also providing an active tracking system to their
customers. Their point of differentiation is that they are also providing Pick up service to
their customers. They provide their customers instant quotes, easily online they can book and
track shipment in easy steps. Just enter your packet details into their website Get Quotes
page and you will get a list of all courier companies which can provide you courier service
for your packets delivery area.
Mostly online retailers are tying up with other courier companies to get their supply chain
work done. Because of their in ability to deliver across pan India they try to tie up with more
than one Courier Company. This would cost the extra man power to segregate packets
company wise. This will add to the operating cost of these companies. Bookmypacket solve
this problem, they do delivery across pan India even at low cost and less time. Other than this
they also provide express delivery service.
Parcel sending has never been this much easy. Only to go through three simple steps
I. Enter your packet details into the booking pod above
II. Press 'Get Free Quote' and select a service from the list provided
III. Look out for our couriers; they'll be with you in a flash!
For all their delivery operations they have partnered with few big courier companies like
DHL, UPS, FirstFlight, Professional Couriers, Quantium Solutions, Aramex, FedEx, DTDC,
Trackon Ondot, Overnite Express and India Post.
A. VALUE CHAIN
The value chain of BMP can be seen as starting with the pick-up of the packages. BMP
employees gather the packages from various locations such as drop boxes, businesses and
residences. Value is created for the customers by making package pick-ups possible just
about anywhere or anytime. BMP has a money back guarantee for those people whose
packages do not arrive on time, therefore creating value by assuring timely delivery of the
packages.
After the packages are initially picked up, they must then be transported to a hub. The hub is
a central location where packages are sorted according to their destinations. The packages
will likely pass through many hands before reaching their final destination. The packages
stay at the hub until they are picked up and shipped either by truck or plane.
The package delivery is probably the greatest value creation activity for BMP. The drivers of
the planes and trucks must perform their activities efficiently to increase the perceived value
of the service. The drivers must absolutely no matter what, get the packages to their
destinations on time, and they do a good job in doing so. By meeting and exceeding the
customers expectations value is increased with each positive result.
The final primary activity is customer service. This function is to provide after sales service
and support, however, BMP provides customer service during the use of the service by letting
customers track their package while its in route. This creates extreme value for customers
because they are able to check the status of their package at any given moment for an
increased sense of security.
Each of the primary activities is able to take place due to support activities such as company
infrastructure, which is planes, buildings, trucks etc. Information systems, another support
activity, allow the customers to track their products and place orders on-line. Materials
management and human resources are additional support activities. Materials management
can also be referred to as logistics, or the flow of goods or services through production into
distribution. Overall, the support activities allow the primary activities to take place and
function correctly.
BMP has a competitive advantage with their information systems and possibly company
infrastructure. Their advanced information systems allow for precise package tracking,
which few other companies offer. The customers can track their package by way of the
Internet, without having to contact someone from customer service, which can be very time
consuming. Other companies provide tracking numbers for packages but often times it is a
hassle to track down a package.
My internship was based on Operations and marketing of BookMyPacket. The internship was
divided into 4 stages. The first stage was introduction to courier industry and BMP. It took
one week for them to tell us about this industry. The second stage was to knowing their
operations and completing the project of operation on SOP Operations and RTO process. It
took us three weeks for understanding their process and completing our operation project.
The third stage was to market them as its a startup company and its visibility is low so to
increase its visibility we were engaged to do marketing through digital media and conducted
a quiz. It took us three weeks for spreading awareness and conducting quiz. In the final stage
we conducted a survey for their employees satisfaction and retention.
Chapter II: BRIEF DESCRIPTION OF THE CONCEPTS

Concepts learned at BMP :
A. ERP:
Enterprise Resource Planning is business management software which is used to collect,
store, manage and interpret data from many business activities. It is the backbone of the
company based on which the companys future and present decision are taken. This
technology provides an interface for both client and company employee to facilitate their
work. For client it is for enquiry and booking purpose. For employee it is for internal
operation purpose. For client parcel tracking enquiry they have to show them packet status.
But as they are not using their own courier service so they have to rely on the services of their
other courier partners. So ERP package help them to fetch status of each packet from other
respective courier companies website. All courier companies use their different terminologies
for their status. This is again a challenge for BookMyPacket as for client enquiry they cant
show a different status every time. For maintaining a uniqueness and easy understanding of
the status BMP came out with their own status quotes which can be easily understand and
interpret by the customer. For that they are coding other companys status into a common 28
types of terminology. Like
Delivered
Packet Received At Operation Facility
Packet Forwarded To Destination
Attempted Delivery - Payment not Ready / Delivery Rescheduled
Awaiting alternative instructions from consignee
Consignee refused to accept shipment
Contact Customer Service
Damaged in transit
Deliver Attempted - Access Restricted
Deliver Attempted - Incorrect Address
Delivery Attempted - Address not found
Delivery Attempted - Door/Office Closed
Delivery Delayed - Contact Customer Service
Flight delayed due to Bad Weather
In Transit
Lost In transit
Out for delivery
Packet - out of delivery area
Packet miss-route
Packet on hold
Packet redirected
Payment Authorized
Payment Failure
Return to Origin - Declared
Return to Origin - Delivered
Return to Origin - In transit
Shipment Destroyed/ Disposed
Undelivered : Customer Not Available
B. PACKET COSTING
Packet costing is done on the basis of volumetric and actual weight. The final cost is taken
on the basis of whichever weight is higher.
Actual Weight: The measurement of actual weight is taken by a weighing machine.
Volumetric Weight: In volumetric form, the volume will decide the weight. The length,
breadth and height measurements will be taken, after that the surface formula will be applied.
Actual weight is same for all the companies as it is taken on the weighing machine but for
volumetric weight different companies use different formulas. The formulas used by some
big companies are:-
Company Mode Measurements Remarks\Service Min. acceptable
weight
DTDC Flight L*B*H/5000

Surface L*B*H/4750


Air Express &
Crago
L*B*H/6000

FedEx L*B*H/5000 - -
DHL L*B*H/5000 - -
UPS L+(2*W)+(2*H)
Packages can be up to 150
lbs (70 kg),
-

Packages can be up to 165
inches (419 cm) in length
and girth combined.
-
Packages can be up to 108 -
inches (270 cm) in length.
First
Flight
Domestic
Cargo(First
Wheels)
L*B*H/2700 - -

Other
Products
L*B*H/6000 - -
Bluedart - - Domestic Priority 0.5 Kgs
- - Regional Priority 0.5 Kgs
- - Dart Apex 10.0 Kgs
- - Smart Box - 25 Kg 25 Kgs
- - Dart Surface line 10.0 Kgs
- - Airport to Airport 5.0 Kgs
- - International 0.5 Kgs
- - Jumbo Jr - 10 Kg 10 Kgs
- - Jumbo Box - 25 Kg 25 Kgs

For BMP the standard volumetric weight is calculated by L*B*H/5000.
#where L= Length
B=Breadth
H=Height
BMP calculates the cost of the shipment on the basis of volumetric or actual weight
whichever is higher.
C. RTO (RETURN TO ORIGIN)
Sometimes, there arises some situations that the packet is taken back by the courier person
itself and no delivery is done. So the packet is sent to the origin itself, where in this case is
Bookmypacket address mentioned on that packet. The situations in which such things done
are:-
i) In case of consignee refused to accept shipment due to delivery at wrong address or may
be due to delivery of wrong product.
ii) Sometimes the packet gets damaged in transit. So in this case also consignee can refuse to
take the shipment.
iii) In case of incorrect address it is sent back to the hub.
iv) If consignees door is closed and no one is responding at the time of delivery then it is
delivered once again next day and if then also no one is receiving then it is sent back to
the hub.
Here twice courier companies are used to deliver packet. One from warehouse to destination
and again back to warehouse and then to origin. BMP put its stickers to all packets as part of
its process. As most of the packets come from the online retail companies like Jabong.com,
Tradus.com, Infibeam.com, Pupkart.com etc. so BMP doesnt want the retailers to know by
which courier BMP is sending. At the time of RTO, BMP has to return the packet so it
removes the courier sticker and all its details from the packet.
D. STANDARD OPERATING PROCEDURES (SOP):
Standard operating procedures (SOP) are a detailed written explanation of how a policy is to
be carried out in a company. It is different form policy document as SOP is a more detailed
version than policy document. The SOP must be written in such a way that it can explain
Who will perform the task,
What all is necessary for the whole task,
Location or environment where the task can take place,
The right time to perform the task,
And in what manner a task can be performed.

SOP explains the whole process in a detailed step by step and detailed manner that it enable
anyone in your company to perform the task every time in a consistent manner. It act as an
instructional document that helps a companys employee to do a task without any direction,
guidance or reassurance. Employee is accountable for any mismatch in the expected result as
there expectation is also documented in the SOP and their performance is measured against
the SOP.
Basic purpose of SOP is to
Provide a framework for providing direction and structure of tasks performed in a
company,
A document for best consistency every time
Tells how to perform, when to perform, who will perform and where to perform
Provides you a foundation for other business operations

E. ONLINE MARKETING:
At BookMyPacket many marketing activities are done online. Online in the sense that
company among its employees divide the rights of different social media like Facebook,
Twitter, Blogs, etc. Duty of the employee is to keep the name buzzing on all medias.
Posting pictures, videos, events, articles, etc. just not to let forget BMP from peoples
mind.

F. EVENT MARKETING:
Event marketing is one of the way to create a deep impact on mind of people. It is one of
the fastest growing field in the field of marketing. There are no hard and fast rule how an
event marketing activity should be done. Event marketing can be done at low cost as
compared to media marketing. Event marketing means involve your target customers in
such activity that attracts them. People must also show interest in that activity. While
panning for an online event one must:-
Set the purpose of that event. It must take participants focus to the point where
company wants to have.
Set your goals for the event. As it require a lot of work a checklist need to be prepared
so not to let go anything.
Prepare a budget for the event. Based upon the participating you are targeting toward,
accordingly plan your budget.
As it require a lot of work, volunteers need to be gathered event conduction.
Time and place of the event must be carefully chosen. It must be on an easy approach
for all participants.
Planning for logistics and promotion need to be done prior.

G. CUSTOMER ACQUISITION:
At BookMyPacket, its one of my duty of customer acquisition. My task is to search for small
scale online retailers who send their products through courier. All of these companies are
Delhi NCR based, as this location is close to BMP warehouse.
We have to find contact of suitable online retailers in Delhi region or such kind of business
whose operation require transferring of courier packets PAN India. So that company can go
into contract with them for their logistics work. After collection of contact our duty is to
contact them and try to fix a meeting with them to propose our offers to them in personal.
Few points to remember in customer acquisition process.

Remember that first impression must always be impressive. Keep it prepared.
Contacts of some top management persons will always help and support in easy
conversion.
Dont lose on any contact. If you are not able to find any contact number or e-mail
address. Try to visit their office and try to take an appointment.
Be prepared for the meeting. Make a thorough study of that company and how you
can help them.
H. TOTAL QUALITY MANAGEMENT:
Total Quality Management or TQM is an integrative management philosophy aimed at
continuously improving the performance of products, processes and services to achieve and
surpass customer expectations. It practices towards achieving quality performance and
tactically important for gaining a competitive advantage to the organizations .This research
presents the following objectives that are to explore the relationship between each of the
Total quality management practices and quality performance in an organization. The total
quality management practices in an organization are leadership, process management,
information analysis, customer focus, supplier relationship quality system improvement,
continual improvement and people involvement. All of this total quality management
practices can lead to the quality performance of the organization.
The purpose of this paper is to explore the relationship between total quality management
practices in Bookmypacket.com, Gurgaon. The data were analysed using correlation analysis
to find out the relationship between each of Total quality management (TQM) practices with
quality performance. From the findings, it revealed that Total quality management (TQM)
practices were found to be partially correlated with quality performance. It is also found that
where customer focus and continual information analysis and people involvement were
perceived as dominant Total quality management (TQM) practices in quality performance.
The outcome of the study could provide valuable knowledge to top management of ISO
9001:2000 certified to refine their quality management practices and subsequently improve
Quality performance.






Chapter III: COMPANY ANALYSIS
Before we begin with doing BMPs Company analysis it is important to know the BMP
personals and their past experience.

As it is a startup company so right now they have only one branch in Gurgaon and its sub
branch at Mahipalpur, Delhi. The Mahipalpur branch is controlled by Gurgaon branch only.
These people are the main reason behind the success of the BMP. As they all have a
minimum 5 years work experience in the logistics or e-commerce industry which is helping
them to build contacts and getting business in the initial phase.
Companys analysis has been divided into 2 main categories i.e. External and Internal
Analysis. The external analysis is as follows:-
1. EXTERNAL ANALYSIS
A. Industry Life Cycle
BMP offers a wide range of transportation services and they accommodate to the widest
range of shipments. BMP is in the shipping services industry, which is an oligopolistic
industry with few established competitors. The shipping services industry can be classified
as being in the mature stage of the industry life cycle. The few competitors in this industry,
Mr Bhopraj Sahu
Founder and CEO at BookMyPacket
Past: Manager Operations at ibibo Web Pvt. Ltd.
Sr.Manager - Logistics at naaptol Online Shopping
Pvt. Ltd
Assistant Manager at Shoppers Stop
Sr.Territory Manager at Aramex.
Mr Jitender Singh Negi
Director (Operation) at BookMyPacket
Past: Worked with firms like
Tradus.com, Flipkart, HDFC Standard
Life Insurance
Mr Deepak Kakkar
Manager (Customer Support) at
BookMyPacket
Past: Team Manager at Tradus,
Associate at Sutherland Global Services.
such as UPS, DHL and USPS, in addition to BMP, each have their own brand loyal
customers and low cost operations that create significant barriers to entry into this industry.
As for the intensity of competition, in mature industries "companies tend to recognize their
interdependence and try to avoid price wars." For mature industries a stable demand reduces
the threat of intense rivalry between the established companies. However, unpredictable
economic activity can cause a "trickle down" effect, such as a slump in an economy causing a
decrease through-out industry demand, and as companies fight to make money a price war
begins among companies in an industry, therefore, price leadership can be broken down by
unpredictable future events.
B. Industry Dynamics
The courier industry is very dynamic. The variety of consumers needs to explain the
energetic nature of this industry. Global Corporations, E-Commerce Companies, small
businesses, as well as individual consumers all have a need to ship packages or documents to
other businesses or individuals; however, the nature of these services will vary. Retail
Industry, Tradus, Flipkart, Snapdeal, Myntra for example, these are big companies that
depends on shipping their products to a large extent, due to their large shipping volume, their
shipping needs call for specific conditions provided by their shipping service provider, so
they require discounts on large quantity of shipments. In addition, they can use BMP for aid
with the customs documentation that is required for shipping internationally. The shipping
industry needs to reflect the dynamics of other industries to keep up and sustain in todays
ever changing environment.
The major innovation that has reshaped the courier industry and changed the world in the past
decade is the Internet. With the use of internet and information technology, customers do not
have to drive to drop of their packages at the nearest location any more. They can simply
order a pick up on the internet or by calling in. This technology also makes it possible for
customers to receive information on the shipment status at any time. This might seem as an
established form of doing business in courier industry. So, BMP started its online booking
service seeing the trending courier industry. This is the first online courier company in India
in which customer can easily book their packet with some easy steps. Seeing the trend from
last 5 years in India that more online customers are increasing and online companies are
getting a very good response, found the basis of generating an idea of online courier. The
courier industry like many other industries, constantly strives to incorporate technological
innovations to meet their customers ever more sophisticated needs. BMP is not alone in the
transportation industry that implements new technology in their way of doing business.
C. Porters Five Forces
Applying Porters five forces model to the industry is not an easy task provided that BMP
provides various shipping services. For simplicity, we examined and applied the Porters five
forces model to the ground and air-shipping sector. In BMP, these two services are the
prominent which is given to the packets depending upon the customer requirement and the
urgency of the packet.
1. Risk of new entry by potential competitors
BMP is a third party courier company so its biggest threats are its own courier partners
(BMP, DHL, Aramex, Blue Dart, UPS etc.). But right now BMP is the only courier company
in India with such a concept, no other courier company in Indian has come up with this
concept As BMP is a new entrant in this market and is struggling with its giant customers
who have captured the market since decades, its tough in the beginning. Now its been 5
years for BMP in this industry so entry of a competitor will not affect too much its business.
2. Extent of rivalry between established firms
The shipping service industry faces rigorous rivalry for market share. Established companies
have to strive for continuous improvement in quality, lowering price, and innovation. There is
very low switching cost for consumers in this industry making rivalry even more intense. In
addition, intense rivalry is also due to the fact that maintaining the infrastructure of an
express delivery company presents an exit barrier due to high fixed costs. Established players
in courier industry compete rigorously for a market share, the company who responses first to
the constantly changing environment win. Established companies have to strive for
continuous improvement in quality, lowering price, and innovation but company like BMP
has to strengthen its backend first and then think of its marketing so that if bulk orders come
then it should have so much capacity and resources to fulfil them.
3. Bargaining power of buyers
Indian market is the price driven market, anyone who offers less price with quality service
will win the competition. Since there are many players present in the market so the
bargaining power of large buyers in courier industry is high. Cost associated with switching
from one Courier Company to another is very low. Therefore, buyers can turn to a courier
provider that offer faster service, lower price, or service innovation with ease. This is
especially true for large corporations, like IBM, which ships in large volumes and can bargain
quantity discounts.
4. Bargaining power of suppliers
BMP relies on totally on its courier partners and do not has any its own suppliers apart from
it. So bargaining is done on the packets for volumetric weight and their actual weight. As
most of the packets come under kg and 1kg so having a discounted rate on this segment
can affect a lot of its business.
5. Threat of substitute products
There are not many substitutes to shipping. In this day and age where many businesses have
strong online presence and a small physical presence, it would be difficult to find a substitute
in delivering their product. Shipping services are very much similar to a commodity, in that it
is not easily replaced with another service or even a similar service.


Graph 1: Porters five forces model BMP Corporation











Suppliers Power
LOW

Potential Competitors
MODERATE to HIGH
-FabFurnish, Myntra, ebay
Substitute Products
LOW
- Shipping - commodity
Buyers Power
HIGH
- large buyers
- low switching cost
Existing Rivals
HIGH
- BMP, UPS, DHL
E. Local Demand Conditions:
Online retail stores in India has created boom for courier industry. Now pressure has been
created on BMP, as well as its competitors, to constantly upgrade its services. As customers
continually desire their shipments delivery faster and cheaper, the shipping service industry
must constantly improve its services and customer responsiveness. The rivalry of existing
competitors is very intense and the low buyer switching cost only fuels it. Specific shipping
needs of various companies and individuals demand innovative approaches and the extensive
use of technology in this industry.
2. INTERNAL ANALYSIS
A. Competitive Advantage
BMP does not have a competitive advantage in the courier industry because their return on
investment is below the industry average. As BMP is a start-up company and right now its
main focus is to acquire market share as much as possible. The average return on investment
for BMP over the past four years is in negative and the industry leaders four-year average is
around 25%. The industry average is figured to be just above 20%. With such a low return
on investments, BMP does not appear to have a competitive advantage in the shipping
services industry.
B. Distinctive Competencies
BMP possess some distinctive competencies as compared to its competitors. BMPs existing
competencies include same day delivery challenge, door to door pick service and a fierce
commitment to innovation and technology. These competencies enabled BMP to become the
premier express delivery company in the courier industry. Although BMP is not marketing
itself, but still these competencies will enable BMP to make inroads and eventually gain a
competitive advantage in the shipping industry.
In this fast growing world BMP understands the need and urgency of couriers to deliver
rapidly, so they came out with same day delivery in Delhi/NCR region. No courier Company
till now in India have come up with this approach. So if anyone from Delhi/NCR needs to
send an urgent package to Delhi/NCR region he can easily deliver it at no speed. BMP is
planning to extend its company to Mumbai, Hyderabad and Kolkatta, so that people living in
metropolitan city can send their packages to their dear ones at no cost.
BMPs next existing competency is door to door pickup service. BMP is the only company
who is working towards the customer comfort. After watching the online shopping a great
success in India, BMP thought to start an online booking of packet so that the customer can
book their packet online and BMP delivery boy will come and pick the packet from
customers given address.
C. Strategies
The current strategies that are pursued by BMP do build on the distinctive competencies that
they have built upon. BMP continues to offer faster delivery times and expand their global
network. On May 2nd 2014, BMP announced that they would be offering rate of flat Rs 21
per kg for delivering packets to metropolitan cities (Mumbai, Delhi/NCR, Kolkatta,
Chennai, Bangalore, Hyderabad).This further defines in the minds of its customers of BMP as
low fare providing company for metropolitan city as we cant see its competitor not even
charging money for kg and that to so less fare. Another strong offering of BMP is its door
to door service which aims at giving customer comfort and reducing their efforts. This will
continue to build their distinctive competence of offering services where no one else does.
BMP has established themselves as an industry innovator of moving into new markets,
putting them one step ahead of the competition. When the competitors of BMP decide to
finally move into that market it will be difficult to make up the step that BMP has already
established.
D. Strengths
BMP is innovative in coming up with new ways to add value to their customers experience.
They have always been willing to embrace new technologies as well as create some of their
own as shown in the example of BMP using wireless technology to better track packages as
well as launching its website which lets customers track their packages till it reaches its
destination. They are responsive to their customers needs, as is evident in BMP extending
their drop-off times to better suit the needs of their customers. Booking packets online and
letting the customers to choose their own preferred courier company gives a sense of pride in
the minds of the customer as they can compare the price of the couriers and accordingly
select the company. Apart from this, providing service like free home pickup of packet makes
the life of customer more comfortable.
E. Weaknesses
BMPs weaknesses derive from their inability to expand properly on large scale. The main
reason for this is its back end. The back end of BMP is its operation and as the operation
Department is still not suited to take loads of packet and do the efficient work properly. They
are converting from manual work to software work, which is running on a Beta version so it
has to done as possible so that Marketing team can go in the field and play their role. Apart
from back end it has not created its brand equity in the market as BMP does not have much
money to spend on its marketing so due to which it is difficult to create trust among its
customers.
3. LIFE CYCLE OF A PACKET













CHAPTER IV: TABULATION AND FINDINGS / RESULT

The study of TQM is dealing with Total Quality Management of an organization. For a
company like BookMyPacket, startup concept of TQM is very relevant as efficiency,
coordination between departments; employees will keep the organization move forward.
TQM relates organizations practices with quality performance. TQM is a management
philosophy in-order to integrate all organizational that exists in a country. In BMP the
different organizational departments are Operations, IT, Finance, Marketing and customer
support so that customer demand and customer satisfaction can be met. So setting a standard
co-ordination amongst different department will enhance organizations performance. TQM
may not be applicable to all industries. It is being used as a guideline by organizations
business department to improve their quality and performance. This study is being conducted
to find out that up to what extent individual parameters like Leadership, Process
Management, Information Analysis, Customer Focus, Supplier Relationship, Quality System
Improvement, Continual Improvement, People Involvement are related to the Quality of
performance.
We concluded TQM in this company whose main objective was:-
A. RESEARCH OBJECTIVE
i) To identify the relationship between leadership practices with the quality performance.
ii) To identify the relationship between process management and quality performance.
iii) To identify the relationship between information analysis and quality performance.
iv) To identify the relationship between customer focus and quality performance.
v) To identify the relationship between quality system improvement and quality performance.
vi) To identify the relationship between continual improvement and quality performance.
vii) To identify the relationship between people involvement and quality performance.
As quality was the main focus for this study so we had to solve these basic questions for our
study:-
B. RESEARCH QUESTION
i) Do the leadership have relationship with quality performance?
ii) Do the process management have relationship with quality performance?
iii) Do the information analysis have relationship with quality performance?
iv) Do the customer focus have relationship with quality performance?
v) Do the quality system improvement have relationship with quality performance?
vi) Do the continual improvement have relationship with quality performance?
vii) Do the people involvement have relationship with quality performance?
This analysis is based upon the employees of the company as it is also important to study the
type of customers or employees who are filling your surveys.
AGE

20-24 7 41%
25-29 7 41%
30-34 3 18%
35-39 0 0%
40 Above 0 0%
The maximum employees are in the age group of 20-24 and 25-29. Employees in the age
group of 20-24 are 7, in 25-29 there are 7 , in 30-34 there are 3. There are less senior
employees thus the company should go for hiring.
EDUCATION

10
th
0 0%
12
th
2 12%
Diploma 1 6%
Degree 14 82%
The maximum employees have the degrees , around 82% employees have the degrees.
WORK TENURE

1-5 Months 8 47%
6-12 Months 4 24%
12-18 Months 0 0%
Above 18 Months 5 29%
The maximum employees are new in the company. 47% employees have the work tenure of
1-5 months in the company.
CHAPTER V: Interpretation and Conclusion/ Summary
The responses of these employees were studied and a correlation was developed between the
quality and various parameters like leadership, customer focus, process, people and
continuous improvement.
Sr.No. Parameters Correlation Value
1) Leadership 0.180506
2) Process 0.241546
3) People -0.08126
4) Continuous Improvement 0.063104
5) Customer Focus 0.438433

From our study of this courier company Bookmypacket we found out that it is not suitable to
apply TQM (Total Quality Management) in this company. Right now the company is new
comer in this market. It is operating with very few employees (near about 20). With having
this few numbers of employees they are heavily dependent on duty of individual employee
and it is quite easy to handle them. Because of having this few numbers of employees it is
easy for them to take care of their employees when it comes to their financial issues like
perks allowances and health. It is easy for management to well distribute work among their
employees based upon their skills. Through our survey we found out that company consider
their employees suggestion and feedback which shows that employee empowerment and
engagement is good inside company. TQM will only help if they have good number of
employees.
Through our survey we found out that in this company correlation between leadership,
process, people, continuous improvement and customer focus with quality is 0.180506,
0.241546, -0.08126, 0.063104, 0.438433. In all attributes correlation is very less except in
customer focus.
Through this survey we found out that total quality management is not needed for this
company. Only the correlation between customer focus and quality is high. Right now
company is in its growth phase it is important Bookmypacket to only concentrate toward
customer focus.














CHAPTER VI: RECOMMENDATIONS
Quality is directly related to customer satisfaction as it will be the customer who will pay for
the commodities and services that any business enterprise will provide. Total Quality
Management was developed way back in 1920s by Japanese. Since then, it has evolved and
influenced many sectors in the business world. Number of studies has been performed to help
out the assessment of an organisations quality standards and direct the institute towards the
regions that need upgrading with respect to quality management or control.
TQM can be widely discussed. Its a joint effort of staff employees and managers. Its a tool
that firm put into operation to see and to uphold business profitability. The main goal is to
improve the service & products and not the profit of the company.
An organisation can uphold their strategies for uninterrupted development and to form a total
quality tradition through the planned implementation of TQM.
By implying Total Quality Management tool, BMP can commit for continuous improvement.
TQM is the key for business improvement and vital for management in view of fact that it is
crucial for effectiveness and competency. The assumption of TQM is to create services that
meet customers needs & wants in a highly satisfactory manner. Here we are trying to study
BMP operations, and will seek to understand how TQM processes will be implemented. It
will lead the company to success as there will be significant changes in services for
improving the quality of service and customer satisfaction which would result in increased
competitive advantage.
This study will explore the humble beginnings of bookMyPacket as its trying to move itself
into the countrys largest courier service provider company by putting into practice the
principles of Total Quality Management. As TQM is directed towards customer satisfaction,
it can be considerably examined within the framework of BMPs corporate culture.BMP
always try to please customers through the services which it offer to customers in the most
effective means possible. The company is shifting from efficiency to quality in order to
remain competitive in changing business environment of distribution industry where
customer service seems to have become a vital part. The execution of TQM is not that easy. It
requires involvement of every employee including top management to middle management.
Commencing it requires to introduce the principle clearly to every employee in the company.
Then, after being aware, participation should be enforced. Performances of the employees are
determined by satisfaction.
CHAPTER VII: Limitations of the study
The scope of study is only covered at Bookmypacket.com
The study only covered at Bookmypacket.com, and cannot make comparison with their
competitors such as FEDEX, DHL, BLUEDART and others.
Time constraint
The time for this study is short, so the study cannot be too broad which only focus on one
subject as the time constraint where it limit the study.
Data collection
The data collected for this study is limited, where the some of the data from the company is
confidential.
RESEARCH HYPOTHESES
The main objective of the study is to establish the link of TQM practices and quality
performance BMP. This lead to the following hypotheses:
H1. Leadership is positively related to quality performance.
H2. Process management is positively related to quality performance.
H3. Information analysis is positively related to quality performance.
H4. Customer focus is positively related to quality performance.
H5. Quality system improvement is positively related to quality performance.
H6. Continual improvement is positively related to quality performance.
H7. People involvement is positively related to quality performance.






CHAPTERVIII: SCOPE FOR FUTURE IMPROVEMENTS
1. BMP is becoming popular in Delhi/NCR region, so it should plan to open its branches in
different parts of India also. Starting with tier1 cities like Mumbai, Kolkata, Ahmedabad,
Bangalore, Chennai. The cities mentioned here will cover mainly major parts of India,
moreover they are spread in all four directions in which will help them to reach maximum
customers and spread their business. They will also act as a hub as BMP entirely trust on
its courier partners so if any customer who places order online and resides in Chennai,
then the courier will reach BMPs hub first from their the courier will be assign thus not
only saving time but also cost.
2. Without proper IT, company cant grow. BMP is facing some issue in its IT and is
lagging in good IT. If it plans for expansion in future then a Java based IT and an ERP
(Enterprise Resource Planning) software is must so that all the incoming and outgoing of
packets from any branch at any time can be viewed by staff.
3. RTO means Return to Origin. It arises when a packet is returned from the destination.so
when it reaches BMP hub proper steps are need to take so that it doesnt take much time
and it should reach the client from whom the packet was sent properly. It is generally
done for B2B customers. Keeping in mind the time factor and human capital factor, we
interns designed one process which made significantly difference in their operational
work.
Before After
It was used to do in 2 sheets one sheet for
entering the data in which we enter the details
of the packet for internal use. And another
sheet was DRS (Delivery Run Sheet) in which
we put all details about the packet to be
shared with the client with whom this sheet is
to be shared.
In this only one sheet was used to enter all
the data. The sheet was divided into 2
segments, in one segment the inward of all
RTO packets were done and in another
segment DRS was done.
Both the sheets are filled at different time
intervals. One at the entry of the packets by
courier salesperson and another at the time of
making the motherbag.
As it is a single sheet so it is filled once and
saves a lot more time.
Safety is the major concern as the packets are
packed in motherbag later. So misplacing of
packet can occur at any time.
As entry of packets is done immediately so
the motherbag is packed and thus packets are
secured.




CHAPTER IX: APPENDICES
RESEARCH METHODOLOGY
Research Methodology is the method to collect and analyse the data. First, a brief discussion
of the sampling frame and the participants is provided. Next, the research variables and
hypotheses are presented, and finally data collection procedures and data analysis are
discussed.
DATA COLLECTION METHOD
This study conducted using one type of data collection method which is primary data.
PRIMARY DATA
Primary data are originated by the researcher for the specific purpose of addressing the
problem at hand. For this study purpose, the primary data collection was taken from the
communicating with the employees of BMP and also through distributing questionnaires.
QUESTIONNAIRES
This study also using standardized questionnaires in order to increased speed and accuracy of
recording and facilitate data processing. A set of questionnaire was designed and distributed
to the targeted respondents to find out the information needed and related to the objectives of
study. The type of questionnaire being used in this research is Likert scale. A Likert scale is a
Psychometric scale commonly used in questionnaires, and is the most widely used scale in
survey research, such that the term is often used interchangeably with rating scale even
though the two are not synonymous. When responding to a Likert scale questionnaire item,
respondents specify their level of agreement to a statement.
RESEARCH DESIGN
Research design is a master plan specifying the methods and procedures for collecting and
analysing the needed information. And for doing research at BMP, its employees will be
used.
RESEARCH SAMPLING
TARGET POPULATION
The collection of the elements or objects that possess the information sought by the
researcher and about which inferences are to be made is Target population. In this scope of
study, the target populations are the employees at Bookmypacket.com. The target population
for this study is the company employees itself.
DATA ANALYSIS PROCEDURE
In data analysis, all the data that has been gathered from the completed questionnaires will be
analysed by statistical package for social science (SPSS). The frequency distribution,
percentage analysis and cross tabulation of data are analysed and interpreted to derived
information.
PRELIMINARY ANALYSIS
Preliminary analysis was done to see the distribution of demographic factors of respondents
which include respondents gender, age , work tenure .The primary objective of preliminary
analysis is to organize the data into classes.
CORRELATION ANALYSIS
Correlation analysis was used in this study to determine the relationship between independent
variables with the dependent variables. It measured by the Pearsons coefficient of
correlation.

The questionnaire which we made for the survey was:-
Age *
o 20-24
o 25-29
o 30-34
o 35-39
o 40 Above
Gender *
o Male
o Female
Education *
o 10th
o 12th
o Diploma
o Degree
Work Tenure *
o 1-5 Months
o 6-12 Months
o 12-18 Months
o Above 18 Months
Top Management ensures that every employee knows the company's mission and
business objectives
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Top Management strongly promotes staff involvement in quality management and
improves activities
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Managers and supervisors empower employees
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Communication links are established between employees and top management
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Top Management takes care of employees well being( E.g. Welfare, Health and safety
provisions, etc)
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Do managers encourage innovation?
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
System and procedures for quality assurance are implemented
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
The employee involved in different process know how to evaluate them
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Is the work properly distributed among the employees
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Whether work schedules designed are full-proof and stable?
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Information on operational functionality are properly collected and analyzed
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Employees opinions are heard and acted upon
o Strongly Agree
o Disagree
o Neutral
o Agree
o Strongly Agree
Employee performance are measured and recognised
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Quality Improvement tools and techniques are widely used
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Whether training is provided to the employees
o Yes
o No
Is team approach encouraged for problem solving
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Methods are discussed for problem prevention
o Strongly Disagree
o Disagree
o Neutral
o Agree
o Strongly Disagree
Do you have a system for gathering client feedback
o Yes
o No
Do you have a system for gathering employees feedback/ exit interviews
o Yes
o No
Are employees empowered to make significant changes to operational methodolgy
o Full Empowered
o Only Key persons are Empowered
o Empowerment is not needed
o Can't Say
Are rewards and recognition given for performance
o Yes
o No
2. Scale them from 1 to 5
3. 1 is least important and 5 is very important

1 2 3 4 5
Cost

Scope

Time

Quality

Security








CHAPTER X: BIBLIOGRAPHY
Websites:
www.bookmypacket.com
www.dhl.co.in
www.ups.com
www.fedex.com
other references
http://www.ehow.com/info_8440743_marketing-standard-operating-procedures.html
http://easyonlinebooks.weebly.com/uploads/1/1/0/7/11075707/tqm_in_courier_companies_in
_india.pdf
http://www.studymode.com/essays/Tqn-In-Courier-Company-434575.html
http://homeofservice.com/library/5313/a-research-proposal-on-tqm-in-courier-companies-in-
india/#.U7owhvmSzfc