Announcement
QUARTER FINAL | BUSINESS CASE - BCS 04
IT & Business Analyst Submission BCS 04
NMO 2020
statistics for delivery companies show that the customers are very loyal, but you have provide latest technology and excellent services to them and strive to exceed their expectation
Submission Date & Time : 2020-03-23 06:46:44
Submitted By: Ishika Tyagi - IT & Business Analyst From Team Fire
Case UnderstandingOur organization is a distribution network which is an app based ordering system where customer can order for their daily needs and manage or subscribe for monthly deliveries. Customer or subscriber can order 3 items by using our app, milk, paneer and curd. Existing Features of our app: DAILY OREDRS__ The customer can order the product on daily basis and manage or subscribe for monthly deliveries. CALENDER FACILITY__ In our app we add this feature so that the customer can mark dates when they don’t need delivery. And they don’t have to do anything extra to cancel their daily order. WALLET FACILITY__ The app provide the wallet facility to the customers for easy payment and they can recharge their wallet by using BHIM UPI REFER SERVICE__ The customer can also refer our app to their friends and relatives. PROBLEMS •MISSING DELIVERIES--- Some customers complain that they are not receiving their order, on the other hand the delivery person claim that they have delivered the scheduled product. •MISSING PRODUCTS-- Not only the missing deliveries, but complains of missing product or wrong products are also received by the customers. So next time they may feel hesitate before making any order from our app. • WEAK CUSTOMER SUPPORT-- The owner of the organization think that complains which we had received are just a small fraction because customers are not facilitate with great customer support or probably they are not able to find the official email id of the corporate office. •COMPLAINS REGARDING THE QUALITY OF PRODUCT-- The customers put questions on the quality of product. According to them sometimes they have received the product with foul smell and bad taste. This may be possible when the organization is unable to detect the quality of product or may send the orders without checking it properly. •AVOID RISK TAKING-- The subscriber are on verge of uninstalling the app, due to this the organization is facing loss and the owner is hesitant to start the services in non-dense area, this may prove a plus point to the competitors. •LACK OF MULTIPLE PAYMENT OPTIONS-- There are some customers who are not educated enough to make digitalized payments. They may find it difficult to use the wallet system or they may feel hesitate to make the prior payments AREA OF IMPROVEMENT-- It is necessary to regulate the functioning of different departments in the organization. "Right product should be delivered to the right person at right time" 1.product management 2.customer management 3.route management 4.app store optimization 5.involvement in CSR activities
BCS Solution SummaryIn order to succeed in this competitive era, the customer satisfaction should be prioritized. Customer retention depends on how well the organization can fulfil their expectations. Our organization is facing several problems so we have decided to make some advancement in our app, though we are an app-based delivery system. To solve problems of our organization, we have decided to make some advancement in our app by adding some new features: >>INTRODUCTION OF QR CODE AND OTP(ONE TIME PASSWORD ) SYSTEM__ Missing delivery may be addressed because of lack of information. As the delivery boys claim that they delivered the scheduled product while on the other hand the subscriber or customer said that they have not received their order. This situation is quite confusing because we are not well informed who is lying or what the exact situation is. To avoid this confusion we introduce this QR code feature in our app. When a customer creates a new account then we provide a unique QR code to each of our subscriber. The QR code contains the basic information of the subscriber, their name, contact number, email id and the address. Options like occupation etc are optional >>TRACKING OF ORDER__ by adding this new feature the customer can easily track their delivery. the owner and the salesperson will also receive a notification on each successful delivery by the driver. the delivery boy too can easily navigate to customer location. >>GREAT CUSTOMER SUPPORT__ It has been observed that customers are not able to contact the corporate office directly because there is no as such customer service is there. To solve this issue we introduce the suggestion and complaint option in the app itself. The subscriber or customers are free to contact the organization. They can put their queries, complaint or suggestions anything they want to and we reply them within 1hour or whenever it is possible. >>ACTIONABLE RATING SYSTEM__ Absenteeism of the delivery boys is a serious issue. We can solve this by introducing the rating system in our app. On every successful delivery the customer are requested to give rating to the delivery boy and feedback if they want to. On the basis of their rating the incentives are given to the delivery boys. This will motivate the delivery boy to actively participate and to be regular on his job. The rating system also let us knows about the performance of the delivery boy in their working area. >>DEMAND ANALYSE__ possess a huge amount of database and great analytical tool, so that the salesperson and the corporate employee can easily analyse the demand and can purchase the product accordingly to avoid wastage and foul smell complains. >>LOYALTY PROGRAMS__ Customer satisfaction and retention is the major task for every organization. Loyalty programs are sponsored and organized by the organization to meet the customer requirement and to convert them into hard core loyal customer. This will be done by providing special offers
Solution
AUTHORITY AND RESPONSIBILITY
Authority and responsibility usually depicts two sides of the same coin. According to this principle “The corporate employee or the management of the organization will guide the delivery boys and trained them so that they would be able to fulfil the responsibility or the task given to them confidently”.
the authority do the segmentation of the customer and fix the target for each of the delivery boy and then by using the administrator tool the owner keep an eye on the workers and drivers as well. the driver on the other hand they are provide with a feature using which they can navigate easily to the customer location.
REMUNERATION
This management principle plays a significant role in the working of employees. According to this principle “when the employees are given a fair remuneration they work with enthusiasm and show more productivity which results in more output”.
The best method to motivate the employ is to provide a fair salary and incentives. In our organization there is sudden absenteeism of delivery boys. Lack of motivation can be a reason for this. To encourage the delivery boy the organization starts a incentive system. In which the delivery boy who work efficiently and get 3+ rating then that person would be rewarded with some incentive i.e some extra money will be given to the delivery boy.
In addition to this we can also do things like employee of the month to motivate the workers. We also conduct survey once in a year to know the problems of the corporate employees and the delivery boys to know the root cause of every problem.
PRINCIPLE OF CUSTOMER'S SATISFACTION
According to this principle the customer should be prioritized. the organization must be capable enough to meet customer requirement and their needs.
The service we provide to the subscriber is the major reason of their retention. The customer gets switched to some other brand or organization when they won’t get satisfied from the services and facilities provided to them. the feedback or suggestions which we have received from the customer are very important and each customer review should be equally countable. by keeping this in our mind we provide a separte section in our app through which we provide a great customer support to them. hence there is no need to look for the email id, the customer can file their complain directly by using our app.
we also organize the loyalty programs for the customers. this can be done in following ways:
- >Special discount offers are given in festive seasons.
- >When a customer refers our app to their relatives and friends then they will be awarded with cash back.
- >Customers should be prioritized; an online survey should be conducted once in a year for better customer relationship management and to build a strong bond with our subscriber.
- >Special offer and higher discount must be given to those subscriber who are using our app for a long time this will be consider as reward for their loyalty towards our organization.
- >To retain the customer we can send a greeting message to them on festivals.
- >We will use the scheme like buy for 4days and get 5th day free to attract the subscriber and to retain them.
we also provide language option in our app. so if a customer want to use our app in hindi then he can easily do it. apart from language option, we provide compelling content on our app with great UI design. for the first time user we will guide them how to make the best use of our app by giving them certain instructions timely.
in case if the customer received the wrong product or missing product by mistake then we also provide the return and exchange feature in our app so that customers can place their orders without any hesitation. for those customers who don't want to make online payment, we also provide cash on delivery payment method to our customers. the customer can also recharge their wallet by using GPay, phone pay and debit cards.
to avoid missing deliveries the delievry boy scan the unique QR code of the subsciber and deliver accordingly.in case the QR code is not available the worker will ask the OTP generated on each order confirmation to avoid misplace of the orders.
Optional Assignment
ConclusionIn every organization every department should work together to get more value from existing product, process and customer. The issues which we had faced are due to lack of advancement in the app and lack of coordination among the departments or workers working in the organization. The organization should BE COLLABORATIVE and every worker and the management must give the best effort to take the teamwork to higher level and strive to exceed their expectation. The bad taste and foul smell is quite common in the milk product if they store for long period. Hence proper analysing and quality check should be done and standards should be maintain by the organization to avoid complains and to provide the excellent services to the subscribers or customers.
Attached File Details
Comments
Dr Saroj Kumar Dutta
Sometime is important to keep solution focused on Departments and Implementation strategy...You could have done much better...Nice Efforts..All The best!!
Participant
Ishika Tyagi
Integrated Academy of Management and Technology
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