Business Analysis: Courier Transport
Bachelor of . Business U. S. Q. Australia
Executive summary
This report analyses the courier service, Capital Transport, through development of a flowchart and Multi-Segment Model. It also discusses the company’s issues pertaining to improvement. Capital Transport is an independently owned company and operates six branches in Australia. The analysis in this report addresses the Brisbane branch of Capital Transport. The service flowchart demonstrates the step by step process a customer follows in acquiring service, namely making a reservation, arranging collection of the goods for delivery, being notified of completion of service and, finally, confirmation of receipt of goods. The chart explains …show more content…
Capital Transport also provides that the manager makes a personal visit to collect buyers detail and explain the service. Thus customers feel that the marketer values and respects them. The marketer provides the three types of rigid cartons for loading freight. In addition, the buyer can provide clear directions concerning collection and delivery times and information concerning destination location which could increase the work efficiency for the company. The auxiliary service results in the establishment of interaction between marketer and buyer. Personal service with customer-contact personnel affects customer satisfaction and builds loyalty (Dagger & Lawley 2003). This high-contact approach to service is also an intangible promotion and creates an advantage for Capital Transport. Through customer contact, the staff is made responsible for operating the work process successfully. It also establishes a smooth interaction between buyer and marketer and although compromising the speed and efficiency of the service, is a successful promotion …show more content…
The staff have a high level of contact with customers thus the quality of staff service represents the company (Zeithaml & Bitner 2000).
. The employees fulfil an important role which is providing the first image of the company on customer contact. Capital Transport should train its employees and supply them with the skills and ability to use a systematic approach. After training the staff will have improved their skills and attitudes to customers (Bartol et al.2004). Outstanding staff can handle the work on hand and also understand customer requirements. More training and support can create empowerment for staff and increase the service result. Capital Transport would train the employees to be friendly when they see the customer and answer the phone. Since Australia is a multiracial country and many people speak the English as a second language, Capital Transport need to train staff to improve speaking and listening skills in order to deduce customer meaning and to speak slowly and clearly. Good communication with customers contributes to customer satisfaction, establishes the reliability of communication and the responsiveness of customers, and builds an understanding of the customer’s expectations so that the operation of the work process is faster. Capital Transport is creating high quality service which pays strong attention to training of employee
Bachelor of . Business U. S. Q. Australia
Executive summary
This report analyses the courier service, Capital Transport, through development of a flowchart and Multi-Segment Model. It also discusses the company’s issues pertaining to improvement. Capital Transport is an independently owned company and operates six branches in Australia. The analysis in this report addresses the Brisbane branch of Capital Transport. The service flowchart demonstrates the step by step process a customer follows in acquiring service, namely making a reservation, arranging collection of the goods for delivery, being notified of completion of service and, finally, confirmation of receipt of goods. The chart explains …show more content…
Capital Transport also provides that the manager makes a personal visit to collect buyers detail and explain the service. Thus customers feel that the marketer values and respects them. The marketer provides the three types of rigid cartons for loading freight. In addition, the buyer can provide clear directions concerning collection and delivery times and information concerning destination location which could increase the work efficiency for the company. The auxiliary service results in the establishment of interaction between marketer and buyer. Personal service with customer-contact personnel affects customer satisfaction and builds loyalty (Dagger & Lawley 2003). This high-contact approach to service is also an intangible promotion and creates an advantage for Capital Transport. Through customer contact, the staff is made responsible for operating the work process successfully. It also establishes a smooth interaction between buyer and marketer and although compromising the speed and efficiency of the service, is a successful promotion …show more content…
The staff have a high level of contact with customers thus the quality of staff service represents the company (Zeithaml & Bitner 2000).
. The employees fulfil an important role which is providing the first image of the company on customer contact. Capital Transport should train its employees and supply them with the skills and ability to use a systematic approach. After training the staff will have improved their skills and attitudes to customers (Bartol et al.2004). Outstanding staff can handle the work on hand and also understand customer requirements. More training and support can create empowerment for staff and increase the service result. Capital Transport would train the employees to be friendly when they see the customer and answer the phone. Since Australia is a multiracial country and many people speak the English as a second language, Capital Transport need to train staff to improve speaking and listening skills in order to deduce customer meaning and to speak slowly and clearly. Good communication with customers contributes to customer satisfaction, establishes the reliability of communication and the responsiveness of customers, and builds an understanding of the customer’s expectations so that the operation of the work process is faster. Capital Transport is creating high quality service which pays strong attention to training of employee