Daniel Proj. Ppt

8/3/2019 Daniel Proj. Ppt

1/52

Mr. J. DANIEL(Reg. No. 1029149)

VELTECH MULTITECH DR.RANGARAJAN & DR.SAKUNTHALA ENGINEERINGCOLLEGE, AVADI.


2/52

` Feeder vessels is uneconomic for large deep sea container ships tocall at multiple small berths /ports to load/discharge a very smallnumber of containers.

` So small feeder container ships were introduced to run betweenmain terminal and local berths or small ports, moving incomingboxes to their eventual destination and fetching back outboundcontainers.

` Feedermax containership 900 TEU, 17.5 knots 133m LOA, 9,200DWT.


3/52

IMPORT CYCLE

TDR from Load

Port

Vessel related applications

to Port/Customs

Cont / Vessel Arrival notice to

Clients

Vessel arrival

ETB/ETD notice

Filing of IGM

Vessel Berthing Time,

Data Notification to

Principals

Container Discharge

EXPORT CYCLE

Sourcing

Booking

Slot

Allocation

Customer Service

notification to clients on

vessel ETA/ETB/ETD cut

off slot confirmation

Allocation ofSpace to Clients

Plan loading

File Vessel related

Export Documents with

Port/Customs

Updates to Mktg /

Principals on Discharge/

load balance vessel

performance

Filing of EGM

On vessel sailing,

confirm final loading

Principals

TDR to next port /

clients / principals /

Invoicing

SERVICE PROFILE

BUSINESS PLAN

VISION

QMS

Market Intelligence


4/52

SLOTS BOOKINGS

RATE REQUEST

RATE QUOTE

ALLOCATION OF SLOTS

CONFIRMATION OF SLOTS

LOAD CONFIRMATION

UPDATES REGARDING VESSEL

VESSELS

CLARIFICATION OF QUERIES


5/52

` The shipping industry transports cargo through designated searoutes. The global shipping industry is regulated by the internationalmaritime organization.

` This industry involves huge capital, wide workforce and technology.The process of shipbuilding is also lengthy in terms of time takenand there are many other ancillary industries associated withshipbuilding as suppliers.

` Shipping industry plays a significant role in the Indian economy as5% of Indias international trade by volume and 70% by value areseaborne.


6/52

To be a premier organization that offers total shipping solutions, byproviding high quality innovative services to its customers andstakeholders and to be the market leader and trend-setter in the IndianSub-continent, Arabian Gulf and South East Asia region.

` To provide quality and reliable services to our customers at all times

` To remain committed to excellence

` To explore and discover new business horizons

` To provide our people with adequate growth opportunities

` To achieve each end tempered by quality means

` To make a constructive contribution to the society at large


7/52

` Trust and Openness

` Mutual Respect

` Quality

` Excellence

` Customer Orientation

Orient Express Lines FZCO

` Orient Express Lines (OEL) was launched in 1983 with a mission toprovide a reliable common carrier feeder service.

` Orient Express Lines, which is part of TRANSWORLD GROUP OFCOMPANIES, with the international headquarters at Dubai and aregional headquarters at Singapore


8/52

Shreyas Shipping and Logistics Ltd.

` shreyas Shipping and Logistics is India's first and only containerfeeder owning and operating company.

` Shreyas used its accumulated experience in operating feederservices to pioneer coastal transshipment services within Indiathereby connecting Indian ports to each other for the purposes ofrelaying containerized cargo

` Shreyas is always looking for new areas of business and is nowlooking at Greenfield ventures in the areas of Mid-size parcel anddomestic logistics


9/52

Relay Shipping Agency Ltd.

` Relay Shipping Agency is established in 1983, which is the part of

Transworld Group of Companies.

` To be a premier organization, which offers total shipping solutionsby providing high quality innovative services to its customers RelayShipping is one of the leading agencies for Orient Express Lines

(OEL) and Shreyas Shipping and Logistics Limited


10/52

` The customer satisfaction level towards Relay shipping is notincreasing these days, this is because of increase in competitorsand also it may be because of lack of marketing or lack ofconcentration.

` So it would be appropriate to identify the customer satisfaction andtheir requirements to retain the customers towards the Relay feederservice. And also this will helps to increase profit of the company.

` So if the company rectifies problem in the service it helps toincrease the customer satisfaction level and also helps to increasethe profit of the company.


11/52

PRIMARY OBJECTIVES:

` To analyze the customer satisfaction in feeder service

SECONDARY OBJECTIVES:

` To identify the customers expectations.

` To identify the important parameters for customers retention.

` To compare the services with the competitors.

` To suggest measures to retain customers.

` To prepare SWOT analysis chart.


12/52

SCOPE

` Customer satisfaction towards feeder service.

` Expectation of the customers will be the final result.

` It will result in strategies to increase sales.

` It will result in the creation of big success in the feeder.

LIMITATIONS

` There is long delay in receiving questionnaires dully filled in.

` Since the questionnaire is inelastic. Asking supplementary question

is not possible.` Some of the respondents did not respond to open-ended questions.


13/52

` SCUDDER AND HILL (1998):A number of studies or feeder servicehas been reported in the operation research literature .traditional reliesheavily on mathematical modeling in the feeder service.

` Hanjin Shipping (2000), (President CEO J.W. Park/ www.hanjin.com)launches a dedicated feeder service between Korea and China fromJune 15.

` Y.H.V.LUN,K.H.LAI AND T. C.CHENG(2004): Evaluates the containershipping industry, it is imperative to identify the factor that influence thecapacity of the industry, explain how these

` RYAN920040(2005): when demand for shipping capacity in uncertainand significant loads times exist for adding capacity managers ofshipping firms must carefully consider their capacity decision . factoreffect the container shipping market


14/52

The study is based on descriptive research design. This descriptive researchwas used to get some available techniques and study the drawbacks and thiswill help to over come the problem occurring in the feeder service

` STUDY POPULATION:

The study population was Conducted in Chennai to the liners because theyare the Customers providing TEUs or laden. There are totally 70 respondents.

` SAMPLE SIZE: 70.

The data has been collected from 70 respondents. The samplingtechnique used is census.


15/52

` PRIMARY DATA:

It is mainly collected through the questionnaireinstrument.

` QUESTIONNAIRE METHOD:The questionnaire method was used to collect primary

data. In this research work I adopted mailed questionnaire methodand this method consisting of a list of questions pertaining to theenquiry prepared

:

` The analysis is done with the percentage analysis, chi-square testand paired sample t-test.


16/52

Data analysis and interpretation involves:

`

Looking for patterns in what was said.

` Putting together what people says at differenttimes.

` Putting together similar things said by differentpeople


17/52

Customer Type No. of respondents Percent

Top customer 22 31

Medium customer 28 40

Small customer 20 29

Total 70 100


18/52

Association No. of respondents Percent

Only 1 month 8 11

0-3 Month 12 17

3-6 Month 13 19

6-12 Month 15 21

1 Year and Above 22 32

Total 70 100


19/52

Priority No. of Respondent percent

OEL 27 39

ST.JOHNS 15 21

BTL 10 14

XCL 13 19

FARSHIPPING 5 O7

Total 70 100


20/52

Type of equipments No. of Respondent percent

dry van 20 29

dry van 11 16

high cube 16 23

high cube 15 21Reefer boxes 03 4

Others 05 7

Total 70 100


21/52

Average weight/tons No. of respondents Percent

20.0 tons 04 5

Total 70 100


22/52

Approximate TEUs No. of respondents Percent

350 to 500 TEUs 4 5

Total 70 100


23/52

Expected slot rate No. of respondents percent

70 $US 28 40

70 - 100 $US 15 29

100 - 130 $US 11 17

130 - 160 $US 9 9Above 160 $US 9 5

Total 70 100


24/52

Imco surcharge price No. of respondents Percent

20 $US 30 43

20 - 40 $US 22 31

40 - 60 $US 8 11

60 - 80 $US 5 5

80 $ and above 5 5

80 $ and above 70 100


25/52

Vessel position updated No. of respondents Percent

Phone 18 26

E-Mail 42 60

Letter 4 6

Fax 3 4

Help Desk 3 4

Total 70 100


26/52

Gate opening/cut-off through No. of respondents Percent

Phone 18 26

E-Mail 42 60

Letter 4 6

Fax 3 4

Help Desk 3 4

Total 70 100


27/52

Basis you our feeder service No. of respondents Percent

Reliability 26 37

faster Service 6 9

Price 10 14

Responsive

ness 8 11

Good customer service through phone and

mails

20 28

Total 70 100


28/52

Marketing visit No. of respondents Percent

Satisfied 25 36

Very satisfied 08 11

Dissatisfied 18 26

Very Dissatisfied 10 14

None 09 13

Total 70 100


29/52

Frequency of sales No. of respondents Percent

Once in a month 30 43

Twice in a month 22 31

Dont need 18 26

Total 70 100


30/52

Service needs to be improved No. of respondents Percent

Increase 26 37

Decrease 04 06

Remain Same 22 31

Partially increase 10 14

Dont know 08 12

Total 70 100


31/52

Kind of service No. of respondents Percent

End to end services 15 21

way-port service 12 18

Pendulum service 10 14

Round the world service 25 36

Butterfly service 8 11

Total 70 100


32/52

Other port No. of respondents Percent

Upper gulf 32 46

Port klang 16 23

10 14

Laem chaba

ng 10 14

Others 02 3

Total 70 100


33/52

Services No. of respondents Percent

Pacific InternationalLine 10 14

Regional ContainerLine 8 12

Samudera 9 13

XP

RE

SS Con

tain

erL

in

e 21 30TigerLine 22 31

Total 70 100


34/52

Feeder service No. of respondents Percent

OEL 22 31

ST.JOHNS 18 26

FAR SHIPPING 12 18

TIGERLINE 08 11

GFL 10 14

Total 70 100

Percentage

0

20

40

60

80

100

120

OEL

ST.JOHN

FARSHIPPIN

BENGA

TIGERLI

GFL

TOTA

L

Percentage


35/52

Service No. of respondents Percent

Slot rate 15 21

Transit time 10 14

Customer service 15 21

Slot availability 25 37Port served 5 7

Total 70 100


36/52


Slot rate 13 19

Transit time 10 14


Slot availability 28 40Port served 10 14

Total 70 100


37/52


Slot rate 26 37

Transit time 13 19


Slot availability 10 14

Port served 11 16

Total 70 100


38/52


Slot rate 13 19

Transit time 14 20



Port served 07 10

Total 70 100


39/52


Slot rate 14 20

Transit time 12 17



Port served 09 13

Total 70 100


40/52

Rate our service No. of respondents percent

Good 27 39

Excellent 12 17

Fair 07 10

Average 21 30

Poor 03 4

Total 70 100


41/52

frequency of sales Total

once in a month twice in a month dont need

what type of customers top customer 18 2 2 22

medium customer7 20 1 28

small customer 4 15 1 18

Total 29 39 2 70

Value Degrees of freedom Asymp. Sig. (2-sided)

PearsonChi-Square87.516(a) 4 .000

Likelihood Ratio90.069 4 .000

Linear-by-Linear Association41.779 1 .000

N of Valid Cases

70


42/52

Paired Differences t df

Sig. (2-

tailed)

Mean Std. DeviationStd.

Error

Mean95% Co

nfide

nceIn

tervalof the Difference

Lower Upper

Pair 1 overall satisfaction

before one year -

overall satisfaction

present year4.29 20.926 2.501 -.70 9.28 1.714 69 .091


43/52

STRENGTHS:

y Box Service

y Base support

y

Service Reliability

y Group image

y In house Line

y Ideal Vessel

y Understandable Principal Office

y Proven Track

WEEKNESS:

y Losing their advantage

y Downsizing of swap with APL on Nhava

y

Restriction on loading of DG cargo

y Absence of their own tonnage

y Lack of consortium


44/52

:OPPORTUNITY:

y To tie up with smile

y Chennai-Chittagong proposal

y Scope to increase

y Mid-Week Vsl call

THREAT:

y Losing their captive supporters

y Scope for more Mainline Service

y Mlos targeting

y GFL tied up with St.johns

y Lost support from YML

y More mainline operators


45/52

` 40% of respondents are medium customer, 31% are top customer and 29%are small customer .it shows tat the medium are more in total respondents.

` 32% of the respondents are one year and above and 21% are associationin between 6 to 12 months .it shows association with one year and aboverespondents are more than the other.

` 39% of the respondents are priority to OEL and 21% of the respondentsare priority to ST.JHONS. It shows the respondents are mostly priority toOEL and ST.JOHNS is one of the major competitors to OEL.

` 29% of the respondents are using 20 feet dry van and 23% of therespondents are using 20 feet high cube. It shows that more respondentsare using 20 feet dry van.


46/52

` 31% of the respondents are aware of Bengal tiger line30% of the respondentsare aware of express container line. It shows that most of respondents areaware xpress and Bengal tiger line.

` 31% of the respondents expectations fulfill by OEL which ranks first and 26% ofthe respondents expectation fulfill by ST.JOHNS which ranks second. Basedupon their overall expectation they selected the particular feeder service.

` 37% of the respondents ranks slot availability and 21% of the respondentsranks second for slot rate and customer service. Its shows that even though slotavailibity ranks first, if the company increases more slot this will leads tocustomer retention while compared with competitors.

` 40% of the respondents rank first for slot availability and 19% of the

respondents ranks for slot rate. It shows that slot availability is the majorconcern for ST.JHONS.


47/52

` 37% of the respondents rank first for slot rate and 19% for transit time. It showsthat respondents rank first for slot rate for xpress container line with thecompetitors.

` 29% of the respondents rank first for slot availability and 22% of therespondents ranks second for customer service. It shows that slot availability

and customer is major factor for FAR shipping.

` 37% of the respondents ranks first for slot availability and 13% of therespondents rank second for slot rate. It shows that slot availability is the majorfactor for Bengal tiger line.

` 39% of the rate our service good and 30% of the respondents rate our serviceaverage. It shows that our service is little bit better than others.

` 39% of the rate our service good and 30% of the respondents rate our serviceaverage. It shows that our service is little bit better than others.


48/52

` If the slot availability increases 500 to 700 then the medium and smallcustomer can also accommodate more TEUs and can export averageweight of TEUs per month to Colombo in order to increase sales and toretain customers.

` The price of the slot has to be more competitive or economical that is

70US$ what the customers expects in order to satisfy them and also toretain them. So slot rate is one of the major concern for the customerssatisfaction towards relay services.

` The IMCO SURCHARGES PRICE has to be compatible that is 20US$ whatcustomer expects in order to retain them and satisfy them.

` The vessel position and gate opening /cut off is to be informed not only inmail but also through phone also so that the customers will not forget tokeep their TEUs or container in the yard at correct time.


49/52

` Frequency of sales visit require once or twice in a month in order toincrease the sales for the company. Sales visit makes the wellinteraction between the customers and the Company which helps toincrease customer satisfaction level.

` Service to the other ports will also make a positive advantage forcustomer satisfaction towards the competitors. And this will makethe customers not to migrate other feeder service company


50/52

` Even though Relay being a premier organization,which offers total shipping solutions by providingbetter services to its customers. Customerssatisfaction level is not at all increasing it may bebecause of increase in competitors and also itmay be because of lack of marketing or lack ofconcentration. This may lead to customers migrateto the other feeder service.


51/52

` Thus the study concludes that if the availability of slot increasesin the feeder vessel, the maximum number of medium and smallcustomers can exist in the same feeder service by exportingmore TEUs to Colombo.

` By updating the vessel position and gate opening and cut-offperiod through correct means will make the positive advantage to

RELAY feeder service.` The competitive and economical price of the slot, compatible

imco surcharges price, service to the other ports and frequencyof sales visit by marketing executive will definitely makes RELAYFEEDER SHIPPING SERVICE as a number 1 feeder servicewith the competitors and also it will helps to increase in the

customer satisfaction and retain the customers .This will helpthem to increase profit of the company.


52/52

THANKYOU

Daniel Proj. Ppt

Documents

Transcript of Daniel Proj. Ppt