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Virtual University of Pakistan

Evaluation Sheet for Project

Fall 2010

MKTI619: Internship (Marketing) Credit Hours:3

Company Name: UNIVERSAL LOGISTICS SERVICES (Pvt) LTD

Students Name: SOHAIL PERVAIZ MALIK

Students ID: MC090203313

Supervisor: ______________________

Evaluation Criteria Result

Written Work Status Needsimprovements

Presentation & Viva VoceFinal Result

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Your overall work is OK but you need to improve your SWOT analysis as

instructed. You need to submit a revised report with improved SWOT analysis once

new assignment will be opened on LMS.

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INTERNSHIP REPORT

UNIVERSAL LOGISTICS SERVICES (Pvt) LTD

AUTHROIZED SERVICE CONTRACTOR OF UPS

NAME : SOHAIL PERVAIZ MALIK

STUDENT ID : MC090203313

SESSION : 4TH SESSION

SUBMISSION DATE : 11th Feb 2011

NAME OF UNIVERSITY : VIRTUAL UNIVERSITY

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Executive Summary:

In M/S Universal Logistic Service (Pvt) Ltd authorized service contractor of UPS, Icompleted my internship. Universal Logistic Service is doing business since 2004. This isservice industry & providing services to exporters. Company has different competitors in

the market. There is also list of main clients who are working with company. Alldepartments are reporting to CEO. There are 150 employees are working in the company.There is chain of command system in the company, in which all are reporting to theirseniors. I did my internship in Sialkot office, where I worked in sales & operationdepartment. In sales department, I worked with sales team & in operation department Iworked under operation supervisor. In structure of marketing department, marketingdepartment is working under sales department. They are performing marketing operation.In function of marketing department, Segmentation Strategy, Target Marketing Strategy,Product planning, Positioning, Pricing Strategy, Distribution Strategy, PromotionalStrategy are discussed. Structure & functions of sales department is also discussed. Abrief view of customer services department is also explained. Critical analysis of the

company is discussed. Discussion on SWOT analysis is explained in detail. Conclusion isexplained as per experience gained during the internship program. At the end on myobservations recommendations are also given from my side.

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Table of contents: Page #

Brief History 4

Nature of Organization 4Product Line& Brand Portfolio of organization 4Strategies of Branding

4List of Main Clients 5List of Main Competitors 5Organizational Structure 6Organizational Hierarchy chart 6 Numbers of employees Introduction of all Department 6Comments on Organizational Structure 7

Plan of your internship program 7Brief introduction the branch 7Starting & ending dates of internship 8 Named of department in which I got training 8Training Program 8Detail description of activity performed by the department 9Detail description of task assigned to you 10Structure of Marketing Department 11Function of Marketing Department 11Structure of Sales department 12Function of Sales department 14Customer Service Department 14Critical Analysis 16SWOT Analysis of the organization 17Conclusion 18Recommendations 18

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Brief History:

Universal Logistics Services acquired the license from UPS (United Parcel Service) torun their network using Express Service in Pakistan in 2004. UPS is 1 st courier company

in the world. They started their operation in 1907. UPS is doing business all over theworld with own network and franchises setup. In Pakistan Universal Logistics Services isauthorized service provider to provide UPS services to their valued customer. UPS ishaving their own infrastructure having cargo planes, delivery vehicles. They are alsosponsored for London Olympic 2012.

ii. Nature of Organization:

This industry belongs from services industry. Basically in this industry no tangibleproduct is transferred to customer. Universal Logistics Services deals with only thoseclients who export their product to other countries. They are providing services only inInternational level & not providing the services on domestics basis. Company pick the

shipment from customer premise to second country customer premise means Door toDoor Delivery. Its pure service industry. Company is also authorized for Malaysian visaprocess. They are also doing to test the documents from foreign affairs. For UAEembassy they are also process the visa documents.

iii. Product Line & Brand Portfolio of Organization:

Company has only one product line. Right now they are offering only export service tocustomer. There are also other services which are offered by UPS world wide but inPakistan they are offering basic export service. In export service, they have two subservice Express & Express Save. There is difference of rates in the services. In Expressservice delivery is before 12:00 pm & in Express Saver Deliver time is from 09:00 am to5:00 pm. Rate of express service is higher than express saver service.Company is having different service level. Customer can choose service level as per hisneed. They will be charge as per service. UPS is having below mentioned structure.US Domestic PackageInternational PackageSupply Chain & Freightiv.Strategies of Branding:Company is using different branding strategies for the promotion of their product.Company main focus on their brand as it creates value in front of the customers.Company has objective to provide best services to customers to get the business.Company has long term strategy to develop long term relation with customers. In thisindustry if customer is satisfied with the service then that customer is asset for thecompany. Company designs their strategy in this way that they facilitate the potentialcustomer at the extreme level. Their existing customer is generating 80% business onevery month. They have to focus on the small customers to cover the remaining 20% ofthe business. Company has planned to increase the business on gradually basis. In Sialkotthere are lots of small customers with huge volume. Company focuses on those customersto get the max share of their business. Its easy to fulfill the requirement of small

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customer. They are not demanding like big customers. Big customers have lot ofrequirements which is not possible to fulfill all requirements. Customers are updated withnew technology of the business.v. List of Main Clients:

As Sialkot city is having a number of industries. Different types of industries are working

in Sialkot, like Sports Goods, Surgical, Leather Garments, Textiles, and Military UniformAccessories. These industries are generating more than 1billion $ revenue for Pakistan.Types of industries are given below.

1) Sports Goods2) Surgical Instruments3) Leather Garments4) Textile Garments5) Musical Instruments6) Military Uniform Accessories

Universal Logistics Services is providing their service to all industry & export theirmaterials. List of main clients which are working with us is given below.

1) Mahr Garments2) Silver Star Enterprises3) Forward Sports4) Leather Filed5) VIP Wears6) Vision Technologies (Pvt) Ltd7) CA Sports8) Military Uniform Badges9) K.M Ashraf & Sons10) Bonzer Sports

vi. List of Main Competitors:

As Company is working having license of UPS, which is giant in the industry. There arecompetitors working in the market which is also serving the same market. There is toughcompetition among all competitors. Some are multinational & some are national. Everyone has their strength & weakness in the market. Some are serving best in one country &not on other country. List of competitors is given below.

1) DHL2) FedEx3) TNT4) TCS5) Local Post Office

DHL, Fedex & TNT are multinational & having their own infrastructure in othercountries. TCS & Post office has their strong infrastructure in all over the country.Especially post office is serving in every city, town or village.

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Multinational companies having their advance system as compare to local serviceproviders, they are giving complete tracking facilities of their shipments.

ORGANIZATIONAL STRUCTURE

i. Organizational Hierarchy ChartCompany is having different departments working together. They all are reporting toCEO, who is looking all company matters. National Sales Manager, Chief OperatingOfficer, Customer Services Manager, National Finance Manager, IT executive & HRDepartment all are reporting to CEO.

ii. Number of EmployeesAs M/S Universal Logistics is working in different cities, so there are 150 employees areworking in it. Company is having below mentioned departments.

iii. Introduction of all the DepartmentsWith a huge set of company, company is having all departments which are workingtogether for the growth of the company & benefits of all employees.

HR Department: HR department is working under the supervision of HR manager,which is responsible for the hiring, firing, c&b of employees. Department is responsiblefor the health & insurance policies of all employees. HR department also performs belowmentioned activities of the employees.

Preparation of monthly salaries

Maintaining record of leaves of employees

Record of provident funds

To conduct annually appraisal of all employees

Finance Department: NFM (National Finance Manager) is head of this department. It issaid that finance department which is responsible to run the company daily matter.Finance department is responsible for all cash flow, daily transaction related activities.Finance department performs below mentioned activities.

Preparation record of all daily expense of the company

Regular payments to all vendors of the company

Maintain the record of cash inflow & out flow

Prepare the financial analysis report of the company

Transfer of salaries in employees a/c on monthly basis

Sales Department: Sales department is lead by NSM (National Sales Manager). Allsales related activities are performed under the guideline of NSM. In each city sales teamperform the work & is responsible to generate more business & revenue for the company.

To bring new potential customer on board

To retain the older potential customer

To provide the best services to their customer

To increase the company business & revenue

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To make the long term relation with their customerCustomer Services Department: Department is headed by Customer Service Manager.Core objective to retain the customer to use the services of the company, this departmentplays important role to satisfy the customer in case of any problem. Customer servicesdepartment is responsible to give solution of customer problem.

To solve out the customer problem To give best possible alternative solution of the problem

Responsible for smooth delivery of all shipments to customers on destinations

To guide customer according the new customs law of any country

To update customer as per new update of any system

To process the claim of any loss or damage

To check the daily export & import materials

Booking of all shipments (Cash, Prepaid or Freight on board)Operation Department: Operation department perform their activities under the head ofCOO (Chief Operational Officer). Company overall export & import materials relatedactivities depend on this department. This department is responsible for pick up of theshipment from customer premise & also deliver the shipment to customer in case ofshipment import from other country.

Timely pick up the shipment from customer for export

Timely deliver the import shipment to customer

Custom clearance of all shipments

Security check of all shipments

Check of all required document for shipments

Manage the record of all shipments

Run the smooth process of all operational activitiesAdministration Department: All administration matters related to all departments are

handled by this department. HR department is looking this department. Responsible to look after the office administration work

Responsible for looking company offices requirement

Responsible for looking company assets

Responsible for company vehicles

iv. Comments on Organizational StructureCompany is having chain of command structure, in which all persons are reporting totheir respective seniors. Like in sales department, TSM is reporting to SCM, SCM isreporting to NSM & NSM is reporting to CEO. All employees are working in chain ofcommand system. All instructions are passed to downward to sub-ordinate. Its good

structure & every one know how to reach the exact person for this. For any query in salesdepartment they contact the SCM for this, SCM discuss with NSM & NSM givesinstruction to the customers.

Plan of your internship program

i. Brief introduction of the branch

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I joined the company office in Sialkot which is suited at Paris Road, Sialkot. Basicallythere are two offices in Sialkot. One is suited at Paris Road & second is suited at DefenseRoad. All offices staff sits at Paris Road. Defense Road office is used for all operationalrelated activities.

Paris Road office is having below mentioned staff.

One SCM (Service Centre Manager), who is looking both offices in Sialkot & onein Wazirabad

Two TSM (Territory Sales Managers), Sialkot city is divided in two territory,both TSM are looking their territory

Two CSR (Customer Services Representative)

Two Finance Executive

Two Credit Control Officers

One Office Boy

Defense Road office is having below mentioned staff.

One Operation Supervisor

One Assistant Operation

Four Services Providers

One Office Boy

All employees are responsible to report the SCM & their own department seniors in headoffice. Every TSM is having their own credit control officer, which is responsible tocollect the billing amount from the customers. Finance department is responsible tocollect the amount from credit control officer &deposit in the company account. Financedepartment is also looking some administration work like, electricity bill, vehicle bills,Ptcl bills e.t.c.Operation department on defense road also report the SCM & relative department.Operation department is responsible to pick the shipments & precede all shipments toLahore hub. Lahore Hub is used for the forwarding of all shipments to their destinations.In Lahore shipments are forwarded to Lahore office where they clear the shipments fromcustom & handed over to Airline.

ii. Starting & ending dates of Internship

I started my internship on 27th September 2010 & it ended on 8th November 2010.

iii. Named of department in which I got training & duration of training

I got training in sales & operation departments; I got training in sales department almostone month & remaining period passed in operation department.

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Training Program

i. Detail description of activity performed by the department(s) in which I worked

I worked in sales & operation departments which are responsible for smooth process of

business.

Sales Department:

In sales department, I worked under the TSM. TSM has their daily plan to visit customer,check the export manifest, daily check the delivery of shipments, coordinate withcustomer service & operation department. Below mentioned functions are performed byTSM on daily basis.

To prepare the daily visit plan to customer

To check the last date export manifest

To check the deliveries of shipments which were exported on previous day

To prepare the daily sales report with the help of last day export To check either potential customer is giving full business or not

To prepare the daily active or inactive customer list

To discuss the collection of payments with credit control officers

To discuss the pending or delay shipments with customer services department forthe resolution of the problem

To discuss about the competitors activities with SCM & NSM

To fill out the daily visit report with customer remarks & send to management

To make the market intelligence report

To plan to bring new potential customer on board

To plan to visit the dead customer to get the business

Maintain the record of all customers

Having a long term relationship with customers to get the max share of business

To check the services provider to visit the regular customer on daily basis

To check the correspondence of FOB

Discuss with customer about their problem & find the solution of their problem

Operation Department:

As operation department is having major responsibility, so it is having lot of work to bedone. In operation you have to work smartly to save the timing & complete the work

within given time line. Operation supervisor has to check the correspondences of all FOBshipments for the further process of FOB shipments.Below functions which are done under operation department.

Arrange the route of service provider

Check the import shipments & arrange the deliveries of all shipments on sameday, in case of any problem update the reason in system

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Collection of import duties from the service provider & handed over to financedepartment

Note the pick up call from customer for import shipments

Inform the service provider about the pick up call

Check the pick up shipments with service provider & check with call sheet

Check the all required documents from service provider Check the security of shipments

Maintain all record of shipments

All documents are handed over to operation supervisor for further process

Make their daily pick up report with complete detail

Pack all material in bags with seal & loaded in to truck for transportation toLahore on time

Check the cash shipments documents & also check the customer with originaldocuments

Proper separately maintain the record of all Cash, Prepaid & FOB shipments

Update & train the service provider about the new update on regularly basis

Detailed description of task assigned to you

During my internship program two tasks were assigned to me, one in salesdepartment and other in operation department. In sales department, It was said to meprepare the sales report 2009 & 2010 of the Sialkot station. In this report, I have toprepare the detail report of each company. They asked to complete the report withrevenue, no of shipments, weight, packages. It is long work because for this I have tocontact the finance department to give all invoices detail of every company. I startedmy work with the guideline of sales & finance team. I asked about their requirementfor this report. First of all I made the list the customers, who are working with us.

Then from the invoices I put all detail of the customer by month wise, it will be easyto show that how much business gives by this company in this month of 2009, andthen put the figurers of same month of 2010. This report not only present the monthvs. month report but also present year to date performance. After putting all data inthe sheet, put the filter formula on bar, so the report can be viewed by revenue,shipment, package, weight. From this report sales report came to know that whichcompany is not giving business and which company is given more business ascompare to last year report. This report helps to know that who is becoming potentialcustomers for the company. By this report, its also shows which company need moreattention from the sales team, so that sales team not retain the customer but alsoprovide extra services to potential customers.

In Operation department, there is no proper system of record keeping of nominationshipments. With the consult of operation supervisor, all record needs to put insystematic way. For this files are made for every month nomination shipment. In file,all documents along with supporting documents are placed in sequence wise. So thatin case of any reversal, it will be easy to retrieve the data from the file. Allnominations shipments documents (Airway bill copy, Routing form, Good CreditHistory email, Undertaking of Nominations Shipments) are properly put in the files.

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Structure of Marketing Department

In M/S Universal Logistics Services (Pvt) Ltd, Marketing department is handled by salesdepartment. Sales head is also looking the marketing department. There is one person

working in marketing department. The objective of marketing department is to providethe promotional materials to customers. As UPS is brand conscious, so UniversalLogistics Services has to ask every thing from region. They have to approve thepromotional items from the region marketing department. After the approval, they placeorder. Like in case of front fascia of office, company has to fulfill the requirement of thehead office. Company operates their marketing operation through their employees.Company use printed boxes for packaging materials. Customers are asked to use thecompany marketing packaging materials like Document envelop, Flyers and Boxes indifferent sizes. Company also gives clock to their customers. Company introduce newgift scheme for their new account holder. They are asked to give require shipment is fixtime frame, after completion the target gifts are given to customers. As company is

having a special market segment of the market, so they try to capture the market withdifferent methods.

Functions of Marketing department

Marketing department if performing different functions, detail is given below.

i: Segmentation Strategy: In this strategy, company has divided the market in differentsegments. Company is dealing customer in small package & also providing services inheavy packages using his SCS service. Company has specific market which has to beserved. As this segment is also have sub segment as per customer need. Differentindustries have different requirements, so we have to develop strategy for each segment.e.g. in case of Surgical instruments customer, customer send small package but in case ofleather garments they send heavy shipments as compare to surgical instruments. In thisstrategy company meets the needs of the customers. As per customer base. Company usesthe segmentation strategy.ii: Target Marketing Strategy: As target market is small part of whole market. Socompany adopted the focus strategy. Company has limited target market. UPS targetmarket is those companies which are sending their shipment to other countries. They aretarget market of the company. In this strategy, company can focus the needs of thecustomer, after that they design the service to provide service to customer. As per targetmarket requirement, they plan the activity of the business.iii: Product planning, development & management: As company is providing servicesto customers, no tangible product is providing to customer, so company analyze the needsof the people then introduce the service. If we talk about the nomination shipmentsprocess, customer was not happy about the procedure. Company check the market needs,design the new service with the name of Import Control Label which is moreconvenient for the customer; it saves the time of both parties & also facilitates thecustomer need. Company always tries to design the service which is friendly forcustomer.

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iv:Positioning: UPS is worldwide service provider in all countries. Company hasmaintained strong positioning in the customer minds. Customers know the worth of thebrand. Having vehicles with the company logos are source to spread the company info.By this way they came to know about the company detail. Their minds are also ready forthis as this has strong influence on the customer minds. As market segment is small but

people who travel abroad know the company. Company has their own fleet. It createsdifference from the competitors. Customer always remembers the UPS due to hisservices. They are quite satisfied with service of the UPS. For this company conduct asurvey to know the positioning of the company in customer mind. After surveys theyanalyze the results & finally the result is in front of the management.v: Pricing Strategy: Company has their own pricing strategy for the customers. Itstotally depend on the customer business. Company offers different discount to differentcustomers. They have their basic tariff on which they offer price to customer. In thisindustry different methods are used for pricing. As per customer need tariff is designedfor him. Company also uses penetration strategy for pricing. In this strategy companyprovide special rates to customers on different destinations. Company also offers special

rates on heavy shipments. Using all these ways they facilitate the customers. Like ifcustomer is having business in 2 or 3 countries then company will offer special rates forthose countries. In case of weight slab, they also offer discounted tariff to customer onrequired weight slabs. UPS is having main focus on number of pieces. They calculate thecost of every packet. In pricing strategy, company designs this as per market need. UPS ishaving lot of services with price difference. If a customer wants to send a shipment onurgent basis, then he has option. If the shipment is not urgent he can use normal serviceor more cheap service for this. Company also introduced some promotional activity forthe customer; by using this customer can get more benefit in price.vi: Distribution Strategy: As company is running their own setup. So they dont haveany distribution channels. Company is operating it self & managing all operation relatedactivities. They note the calls from the customer, pick the parcel and send it todestinations after custom clearance. UPS has worldwide distribution channels which areworking in other countries. From Pakistan, Universal Logistic Services handed over theirmaterials to UPS in Dubai, from where it was loaded in UPS plane & send to destinationsfor delivery.vii: Promotional Strategy: Promotion represent the different aspect of marketingcommunication, means the communication of information about the product with thegoals. Company promotes their brand by using their sales force, advertising. Sales forceis one of the best sources to promote the company image. They directly visit thecustomers & represent the company. Pull strategy is used for the promotion in whichcustomer are asked to used UPS service due to fast tracking system, low rates, transittime, advance custom clearance. Customer wants to send the shipment as minimum time.For this they dont compromise on rates. Some are service conscious. Especially branddont take risk in this regard. They are not promoting the company but also making theirrelation with the customers. By advertising they use print or electronic media which arefastest source to spread the information. They also introduce new promotional scheme forthe customers. They use reward point system by which they timely send gift to thecustomers. Sometime company launches a promotional scheme in which different prizes

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are given to customer. Promotional materials like wall clock, key chain, ball point aredistributed in customers.

Structure of Sales department

In sales department, NSM is heading this department. He is leading sales departmentalong with his team. All sales team report directly to SCM. In Karachi, there is salesmanager who is looking the four TSM & responsible to look the sales in Karachi. Onbelow mentioned station, TSM are reporting to SCM, who is directly reporting to NSM.

Sialkot (2 TSM)

Lahore (2 TSM)

Faisalabad (1 TSM)

Peshawar (1 SCM)

Islamabad (1 TSM)

Total number of employees in sales department is 18; break up of the employees withdesignations is given below.

1 NSM

1 Sales Manager

5 SCM

10 TSM

1 Sales Coordinator

As NSM is head of this department. He designs strategies about the market. He analyzesthe market & uses sales automation which help is below mentioned matters.

Manage the new sales opportunities by creating new development for specificcompanies

Analyze the competitors strategies & buying issues

Maintain record of every opportunity

Sales operation is set of activities, which are necessary for the efficiently, effectivelyworking of business strategies. Sales operation is also called sales support. Everycompany has their own sales operation activities. Below mentioned activities are in thiscompany.

Sales design, Sales planning, Sales execution

Analysis of data

Introduction of technology

Training & communication of sales team

Sales lead

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Sales department is interconnecting with other department of the company, which all areworking like a team to achieve the goals. NSM also discuss the needs of the customerwith respective team member. Each TSM makes market intelligence report on whichNSM design the strategies for the market.Sales operation is done for the smooth business work. In each city area is divided into

territory. Each territory is handled by respective TSM, who is responsible to achieve theirassigned target.

Functions of Sales department

i: Sales Methodology: Every company use different method for sales, because the mainobjectives of all companies to achieve the desired goals. For this they design the policy insuch a way that it will produce more business for the company. They have to equip theirsales team with different techniques. For this management has to trained their sales forcein this way they will achieve the targets. For this company has to provide the basic stepsto sales team. In this they have to give some direction to sales team. They are trained to

meet the customers & ask about their requirements. Sales team must have all knowledgeabout the product. He will be active to give answer to customer at on spot. He shouldguide the customer about the policy. After giving presentation to customer, he willremain in follow to customer to get the business. He will prepare the report of customerfeed back. The basic purpose of sales methodology is bring more business.

ii: Type of selling like personal selling , door to door selling etc: Company has theirown sales team which is generating revenue from the customers. As this is special marketsegment & customers are working with international market. Company adopts personalselling method in which services are sold to customers. In this industry, first of all youhave to find the needs of the customers & then you have to develop the relation with thecustomer. After that you will be able to get the business from the market. In personalselling Sales people came to know about the actual need of the customer,Which kind of need is required?Which kind of new service will be launched?iii: Sales Return Procedures: as this is services industry & there in no concept of salesreturn procedures. Customers has to provide services to retain them, if they are satisfiedwith services provided by the company then they will work with the company otherwisethey will switch to other company. In this industry we have to keep in mind that customeris our target, we design the service as per customer requirement. In M/S UniversalLogistic Services, company focus on superior services. From all department companymake such environment that customer feel easy to discuss his problem with theemployees of the company. All employees are in effort to retain the customer byproviding services to customers. Like sales department is offering special rates tocustomers for their shipments, customer services department is providing extra ordinarycustomer services to customer. Operation department is also playing his role in thisregard. They manage customer in case of late pick up calls. All department are workingtogether to retain the customers. They realize the customer that they are always here tosolve their problem.

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Customer Services Department

As customer services department is headed by customer service manager. Thisdepartment is responsible to provide customer service to customer. In each station there

are customer service persons are available to support the sales & operation team. Theyare also in contact with customers in case of any problem or query. They are directlyinteracting with foreign customer services team. Customer services department is lookingday to day queries of the customer. Customer service department is having subdepartments that are handling below mentioned activities.

Export department

Claim process department

Nomination shipment department

Customer services department is available to provide solution of any problem. Theyupdate customer about the new custom policy of every country. They also update

customer for any document required from destination country.Export Department:

This department is responsible to check the export material. They daily check everyshipment detail. In case of any problem, they contact the destination for requireddocument & also update the customer for required document. They keep in touch withcustomer until shipment is delivered. On daily basis they update the whole station withproactive sheet in which all shipments with date wise detail are explained. By using thesheet every one can check the status of the shipments. They also responsible to check theset transit time of every shipment. Incase of any delay they update the customer whyshipment took extra time. They also update customer about the new policy. For any querythey directly contact the destination for the release of the shipment. They keep in touch

with customer & destination custom for the smooth delivery of shipment. In UPS all dataare scanned & send to destination for fast custom clearance.Claim Process Department:

This department is responsible to process the claim of the customer. In case of lostshipment or damage, they firstly check the shipment history & check all scan from thedifferent hub. For this tracer was send to destination to check the shipment scan, traceclosed time is 14 working days. Its defined time & all investigation should be completedwithin these days. After that they issue the claim form to customer. After receiving theclaim form customer they proceed to claim form to region office & ask to issue the claimto customer. Region office further precedes the claim & returns the claim amount to headoffice, after that claim is given as per customer invoice value. Company also offers the

insurance policy to customer for their shipments. Its charges are 1% of invoice value. Incase of loss company will pay back the amount as per invoice value.Nomination Shipment Department:

As UPS is providing different services to customers, like export service customer canalso avail the import account service. In this service customer will give their own accountnumber to their customer send the shipment on their own account & he will pay thecharges. This department verifies the account detail & check the credit history from thedestination. After getting confirmation from the destination they ask their operation

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department to pick the shipment from customer. They timely check from the destinationabout the payment made by customer on destination.

Process of Developing Relationship with Customers:

Customer services department is also responsible to provide best service to make long

relation with customer. They make calls to customer on weekly basis to gat theirfeedback about their shipments. On this way they came to know that either customer issatisfy or not. They fulfill the need of the customer by providing solution of theirproblem. They guide the customer for their shipment. In case of any query they guide thecustomer as per designed SOP.Techniques of Retaining Customers:

Due to good customer, department not only retain the customer but also get morebusiness from customer, they timely respond the customer about their queries & providepositive feedback to their problem. In case of any issue customer always feel that theperson is available to give solution to their problem. They update the customer for newrequirements. They also guide customer to use web features for their tracking. They ask

to use email notification services in which customer will automatically get the update oftheir shipment. They offer customer to check the transit time of their shipment inadvance. So that customer will be able to check when his shipment is going to deliver. Incase of rates, they discuss with senior management & desired rates are given tocustomers.

Techniques of Attracting New Customers:

As this department is also handling the calls from the customer. They also produce thesales lead for the sales team, in case of cash customer, they also update the sales teamabout the customer, ask to visit the customer & get the business. As they are on frontdesk, they can convince the customer to do business with UPS. They make calls to newcustomers for business. They update the list of customers who is doing business with usin nomination or we are getting their import shipments. This also generates the sales leadfor sales team.

Ways of Handling Different Kinds of Customers like Furious Customers, Problem

Creating Customers etc:

As different customers with different nature are available in market, so customer servicesdepartment is having different techniques to handle different customers. In case ofproblem creating customers, they update the customer before time. As each country hasown custom policy. In case of any problem after sending the shipment, they update thecustomer that required document is required for the clearance of shipment. Customer wasguided that without the complete documents the shipment will held by custom & it willtime to deliver the shipment. Customer is treated as per designed SOP. In case of furiouscustomer, firstly he is allowed to explain the problem because in case of interruption,customer will be hyper, after listening his carefully you should provide the best solutionof their problem. After that remain in touch with customer to give feedback of theirshipment till the delivery. Using this way, customer will continuous to do work with us.

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CRITICAL ANALYSIS:

During my internship I observed some good & bad things. There is lack of coordinationbetween the departments. Customer service department is not reporting properly to sales

team. Due to this customer has to suffer due to mis understanding between thedepartments. Customer service department is not fulfilling the requirements of station. Incase of operation they are not properly maintaining the record of shipments. Task wasassigned to me to arrange all data in systematic way.Customers are happy because extra time is given to customer for pick up of shipment ascompare to competitors. There is need to install new equipment in operation to fasteddelivery of system. Initially data entry was done fro Lahore but now the Sialkot office isalso doing the same. Policy about the nominations shipments is introduced to avoid fromheavy reversal mount from the destinations. Now packaging materials are given tocustomer to use it.

SWOT ANALYSIS OF THE ORGINAZATION:

As company is working under license, it has strengths, weakness, opportunities & threatsStrengths:

First Courier Company in world

Company having own infrastructure with new technology

Sponsorship to other games like Official sponsor of Olympic 2012

Company own presence in market

Having own fleet for pickup & delivery of shipments

Special document envelop (charge 0.5 Kg rate for weight from 0.5Kg to 1.5Kg)

Online booking facility

Email notification service for all shipments

Advance custom clearance via scanning document

Advance delivery date for shipment on web

Company is having their own structure as per market need

Company is having strong influence in market

As brand is having their own strength to attract the customer with company

Time committed services

Latest technology to track the shipment

Fast delivery time

Strong operation activities

Late pick up time

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On line booking facility

Documents envelop special facility

Advance custom clearance process

Own fleet to deliver the shipmentsAll selected are not strengths

Weakness: Non availability of import service

Non availability of offices in more cities

No domestic service

Low no of staff

Nominations shipments process

Non availability of promotional materials

Having only one service in export

No training program for employee

Opportunities: Online selling market use courier for the delivery of shipment

Fair or exhibition shipments

Induction of new technology as per customer requirement

Import shipments create new sales leads

New market with potential customers in new cities

Exhibitions shipments

E-bay business

Foreign customer requirement to use UPSSelected are not oppertunities

Threats:

Low rates of competitors

Import service

Time delay services by customer

Non availability of new equipment

Buckets shops rates as compare to cargo

Competitors using different flights

Post office rates

Competitors special boxes rates

Conclusion:

As this is my good experience to work with this company. I worked first time withmultinational company. Company has special market segment in which they have stronginfluence & having good relation with exporters. Company is having good repute in themarket; customers are satisfied with the services. They know that UPS delivered theshipment on time. They are annoyed due to policy of the nomination shipments.Company is in growing stage & getting more business from the market. Customers areasking to launch new services like import & expedited services. There is team

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coordination among all departments. They try to solve the problem of the customer &also help the others colleagues.

Recommendations:

Company is having good scope. My observations & recommendations are given

below.

Company has to introduced the special rates for heavy shipments, as competitorsare offering same to customer

Time to introduce the import service in the market, as DHL is only player toprovide this service

Establish of new offices in different cities

Increase the sales team

Training program for all department employees

Introduction of sales scheme for the customers

Having new equipments for their operation

Incentives program for sales & courierTry to focus on the marketing materials (gifts)

Reduce the claim process time

Ask regional office to give more tools to get more business.

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