Preview

On Time Delivery Case Study

Better Essays
Open Document
Open Document
1000 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
On Time Delivery Case Study
Case Summary
As stated in the case study of “ On-Time Package Delivery”, the first year of business was successful, bringing in revenue and steady customer need in the market for the service. Customers were many big firms and businesses in large cities. Also, they emphasis the importance of their employees, especially their sales force. The sales force is not only responsible for generating business and relationships with customers; they are the face of the company. These are the representatives that customers deal with directly and voice their opinions to. The next category of the sales force of On-Time is the Key Account Managers. They are responsible for the big accounts in the company, such as corporate accounts. The company became in danger once other delivery services emerged on the market. These big companies are FedEx, DHl, UPS, and other smaller courier services. Due to the high rate of competitors entering the market, On-Time needed to make changes and research how to improve sales. Senior vice president of sales, Wayne Jacobson, conducted a research on the possible reasons of the continuous acquisitions of flat sales from the major branches of the company. Jacobson discovered that besides the competitors, there were internal business issues that directly affected their sales as well. Jacobson investigated and consulted with his key account managers and sales representations to hear the internal view point on why sales are flat. Consulting both parties is important because they all have unique experiences and opinions of things they have dealt with in their separate departments. Jacobson also conducted interviews with the customers that are most important and needed for the company’s success. It is important to consult the consumers to fulfill their wants and needs in a delivery service and is referred to as primary research. The information was gathered by Jacobson in order to fix and improve the company and their position in the market. “Check out the



Cited: "Market Research- Estimating Demand." Industry Sector:Courier Service. Santander, n.d. Web. 20 July 2012. .

You May Also Find These Documents Helpful

  • Powerful Essays

    Ups Essay

    • 1325 Words
    • 6 Pages

    Operations Management is a vital and fundamental key to any successful business. This form of management helps a company become more efficient, effective, and most importantly, customer satisfying. For our groups Business analysis, we studied the operational tools and ideas implemented by United Parcel Service (UPS). UPS is the world’s largest package delivery company and is always on the cutting edge of efficient delivery. Within our research of UPS, we studied aspects of facility layout, logistics, and demand management. Along the way we relate what we found with our classes’ operations book.…

    • 1325 Words
    • 6 Pages
    Powerful Essays
  • Good Essays

    Behavioral and cognitive issues will influence the organization's performance. For example, Beau Street Runners, Ltd (BSR) customers indicated on a survey that their courier was “curt” and “unresponsive.” They also stated that the courier was not able to explain why the package was late and that they were scared by the messenger. When there is a positive effect on the couriers cognitive changes and behavioral changes the organization will have positive influences on the performance of the organization (Morales, V.J., Ramos, M., T. and Rojas, R.M., 2012). Based on this information an individual can see that the customer service is disjointed.…

    • 780 Words
    • 4 Pages
    Good Essays
  • Powerful Essays

    professional courier

    • 7305 Words
    • 30 Pages

    Certified further, that to the best of my knowledge the work reported here in does not…

    • 7305 Words
    • 30 Pages
    Powerful Essays
  • Satisfactory Essays

    When the sales person understands the consumer, and is able to identify where they are within the buying decision, the sales person can better take care of the customer. By leaving the customer with positive feelings in regards to the business, everybody wins. The study highlighted the…

    • 429 Words
    • 2 Pages
    Satisfactory Essays
  • Better Essays

    Outstanding sales results depend on the ability to think from the customer 's point of view
, understanding the customer 's agenda, buying cycle and best interests, and beyond a superficial reading of immediate customer needs, salespeople must gain a deeper understanding of both the buyer 's long-term goals and the overall business climate. I have read that it cost more money to attract a new customer than to retain the old ones therefore, sellers use customer service differently than in the past. Follow-up calls are made to the consumer to make sure that the customer is happy with the product they purchased.…

    • 1128 Words
    • 5 Pages
    Better Essays
  • Satisfactory Essays

    Fedex Case

    • 704 Words
    • 3 Pages

    As one of the most atypical successful marketing cases, FedEx Express was not a low-cost company since it was founding at 1971. On the contrary, FedEx Express tried to communicate to the customers an idea: “No matter the thing you gave to FedEx Express, it will be delivered on time”. And this promise means a high-cost and high-quality service. Thus, in my opinion, this commitment is the key of FedEx Express to become successful. This marketing idea should be the most creative behavior from FedEx. Because…

    • 704 Words
    • 3 Pages
    Satisfactory Essays
  • Good Essays

    Short-term problems include rigid business hours, minimal marketing in the package delivery segment, and alliances with other companies. Extending business hours would allow more flexibility for consumers. Increased marketing in the non-urgent package delivery system would improve business in that segment. An alliance with one or more internet-based companies would help…

    • 1063 Words
    • 5 Pages
    Good Essays
  • Satisfactory Essays

    Three large firms with 70% of the express courier market in the Sydney metropolitan area, and the remainder market share is shared amongst a significant number of small owner/managed firms. The large firms account for even higher market share of the express courier service for larger items (i.e. medium-sized boxes & up). 4.0 Start-up Priorities…

    • 330 Words
    • 2 Pages
    Satisfactory Essays
  • Powerful Essays

    Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is all about bringing customers back. Due to intangibility, the customers can’t feel the service, and thus causes lack of confidence of customers to the services. Therefore, the business should ensure that they provide a good, nice, friendly and professional service to the clients. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. Customer service is an extremely important part of maintaining ongoing client relationships that are keys to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels. In contrary, there are many companies want to get profit fast then abandon their customers or only provide poor customer care services. John Lewis, a chain of upmarket department stores operating throughout Great Britain, is a very illustrative for brilliant customer service. This assignment is going to point out their key of the success in keeping customer satisfaction as well as analyze a real example of bad practice of customer service, specifically, the California Fitness & Yoga Centers Vietnam and issue recommendations for the company to improve their customer service.…

    • 1702 Words
    • 5 Pages
    Powerful Essays
  • Good Essays

    On Time Package Delivery

    • 516 Words
    • 2 Pages

    The report should discuss in detail the solutions to the several issues that are being faced by OTPD. Based on the conversations Wayne had with Dan Gunther (District manager-Boston), Carol Klein (Key account manager-Phil), Mike Wagner (Sales representative -DC) and Carmella Stringer (Director of Admin services- Strawn, Night and Squires), one of the few major issues seems to be the lack of follow up training on the new service –(Express delivery). It looks like the sales staff needs more information and follow-up trainings to get their message across to their customers and to make them understand about the new service effectively. The sales staff should be invited to discuss the issues being faced while selling this new service and should be provided with the answers to the questions, issues frequently brought up by the customers. Sales force should also be asked to take few quick tests/quizzes when such new services are introduced so that they can know how much they actually retain after the trainings. This should help sales reps to understand the service better and hence sell it effectively to the new as well as existing customers.…

    • 516 Words
    • 2 Pages
    Good Essays
  • Powerful Essays

    This is certified that the Project Report on the topic, “Retailers & Customer Perception of after Sales service of Samsung with special reference to Kanpur” by Mr. Mukesh Mathur has been prepared under my guidance as a partial requirement for the award of Master of Business Administration Degree of Directorate of Distance Education, Madurai Kamaraj University, Madurai, and embodies work of the candidate herself. And no other project work has been carried out on the subject for the award of similar degree, title or prize to the best of my knowledge and belief.…

    • 9699 Words
    • 39 Pages
    Powerful Essays
  • Good Essays

    Supply Chain Mgmt

    • 1526 Words
    • 5 Pages

    Customer demands and market pressures were forcing Unichema to become more competitive and more responsive to customer requirement such as lower prices, shorter lead times on deliveries, precise timing for deliveries better quality, and increased reliability over time. Moreover, the concept of just-in-time was being adopted by more and more manufacturers to enhance efficiencies in their manufacturing environments. All of these forces led Unichema to a fundamental improvement. Having determined that achieving efficiencies depended on the plant becoming more customer driven and less production driven, Unichema tried to support changes that drove a customer orientation within the company. The biggest change affected the areas of production, logistics, sales, and customer service. In the new system, the logistics department assumed a coordinating role between the customer and production. Logistics assumed the role of providing customer service on a day-to-day basis, interacting directly with customers to determine their specific needs and the exact timing of these needs…

    • 1526 Words
    • 5 Pages
    Good Essays
  • Good Essays

    Tim's Speedy Delivery Service is looking an employee to fill a newly created position due to the increased workload the company is facing. The company wants to ensure it stays true to its mission by providing customers with a reliable and diligent delivery service for a wide array of goods. The business is locally owned and is small in size consisting of only 15 employees. The owner is laid back and promotes employees interacting with customers since he highly values customer satisfaction. He believe this strategy has differentiated his company from the competition and ranks this aspect higher than educational background and work experience.…

    • 835 Words
    • 4 Pages
    Good Essays
  • Best Essays

    Huffman Trucking

    • 4367 Words
    • 18 Pages

    Nowadays, companies should decide to always manifest effective customer-centricity philosophy, building a strong internal marketing culture and enhancing the market’s influence on other entities throughout their organization. This will set the stage to inform them of how and when the time is right to make the necessary changes for the survival and growth of the business. Huffman Trucking is a trucking company in the services industry, which has been experiencing diminishing growth over the past years. The organization needs to improve its overall position in the industry. Huffman’s CEO, Phil Huffman, has determined that a customer-centric strategy is what his organization needs to improve growth and achieve the top position within the trucking industry. In order to ensure Phil’s strategy is successful a proper evaluation must be done to determine the organizations’ current marketing strategy and in addition determine the sustainability of the proposed strategy and the overall benefit to the organization.…

    • 4367 Words
    • 18 Pages
    Best Essays
  • Powerful Essays

    Current Logistics Market & 4PL ............................................................................................................................. 10 3.1. 3.2. Customers...................................................................................................................................................... 12 3.3. Sales & Commercial Models ........................................................................................................................…

    • 716 Words
    • 3 Pages
    Powerful Essays