PRESENTED BY ADITYA HOSANGADI (6)

AMIT MEHTA (16) DEBESH RATH (46)

MOHAMMAD FAROOQ (88)

Governance structure

Post Office Network

• India has the largest Postal Network in the world with over 1, 55,015 Post Offices (as on 31.03.2009) of which 1, 39,144 (89.76%) are in the rural areas.

• At the time of independence, there were 23,344 Post Offices, which were primarily in urban areas. Thus, the network has registered a seven-fold growth since Independence, with the focus of this expansion primarily in rural areas.

• On an average, a Post Office serves an area of 21.21 Sq. Km and a population of 7175 people

Services

• Mail services• Premium products• Financial services• Retail services

Mail Services

• Mail products• Registration• Parcel• Insurance• Value payable post• International (SAL)

Premium services

• Speed post • Express parcel• Media post• Business post• Greeting post• Logistics post

Financial services

• Post office saving schemes• Postal life insurance• Money remittance service• Mutual funds• Forex service

Retail services

• Bill mail• Direct post• Retail post • E-payment

Potential Forces Impacting on India Post

• Globalization• Entry of private players• Growth of telephony• Focus on inclusive growth• Higher delivery standards

Stakeholders and their potential roles

• Customers can exercise their choice as there are alternatives. Therefore retention of the existing customers is crucial as also attracting new customers.

• The employees are India Posts main strength. The employees have supported IT induction and the new initiatives. However, they could be a threat if change is not effectively managed.

• Government of India as owner has been continuously supporting India Post. It has also supported India Post in its plans to modernise, expand and enrich its product and services mix. But, can consider other alternatives.

INDIAN POST in TANGIBILBILITY SPECTRUM

TangibleDominant

IntangibleDominant

Salt

Soft DrinksDetergents

Automobiles

Cosmetics

AdvertisingAgencies

AirlinesINDIAN POST

Consulting

Teaching

Fast-foodOutlets

Fast-foodOutlets

Simple Flowchart for Indian postal service

TRAVEL TO POST OFFICE

WEIGHING, BILLING AND TAKING

POSSESSION OF PARCEL

LEAVES THE POST OFFICE

TRACKS THE PARCEL ONLINE

OFFICE PROCESSES THE PARCEL AND DELIVER

DELIVERY TO THE DESTINATION

LEVELS OF CUSTOMER EXPECTATION

INDIAN POSTAL

SERVICES

KEY FACTORS: Low price: local/nation RS 15/35Servicing from decadesReliabilityGov. factor

DESIRED SERVICE

ADEQUATE SERVICE

ZONE OF

TOLERANCE

ZONE OF TOLERANCE

Wider gap

Servicing from decadesPrice comparisonA reflective of Indian heritageGovernmental serviceReliable as well as empathic

Delights

Desirables

Musts

some thematic stamps

Scinde Dawk

10 Rupees Postage stampIndian Flag

Sachin tendulkars

SWOT

Strength

• Strong Network & Infrastructure • Cost Effective• Security / Safety with respect to deposits• Efficient Manpower• Vast business experience • Established redressal machinery

Weakness:

• Unchanged working culture• Lack of feedback in communication process• No Job Rotation• Job Stress among employees• Increased rate of Customer Dissatisfaction

Opportunity:

• Increasing number of customer base• Inflationary market• Technological Advancement• Growing number of International transactions

Threat:

• Customer Dissatisfaction• Increasing market share of competitors• Internet Penetration

Tie-up with Amazon india

• Amazon India is piloting a project to try out cash-on-delivery model through India Post.

• The big lure for the global giant is India Post's vast network. Amazon will be able to reach out to remote areas in the country leveraging on the network. The company is already sending its packets through India Post.

• It is a win-win. "Amazon would gain reach while India Post would benefit from the company's aggressive growth plans

Some notable Initiatives…..

• Project Arrow• Implementation of Sevottam• Right to Information• Implemented Sevottam Compliant Grievances mechanism• International standard certification ISO 9001:2008

Recommendations

• With increasing competition, stress on Customer satisfaction should be the focus.

• Tie-ups like that of Amazon should be increased to leverage the network strength.