DISTRIBUTION AND LOGISTICS IN SERVICES

EFFORTS BY:

GARIMA(MBA/4505/09)VISHAL PAL(MBA/4527/09)PRIYANKA VERMA(MBA/4544/09)SAIF SHECKH(MBA/4555/09)

A set of interdependent organizations (intermediaries) involved in the process of making a product or service available for use or consumption by the consumer or business user.

WHAT IS A DISTRIBUTION CHANNEL?

Risk Taking Information

Financing

Promotion

PhysicalDistribution

Negotiation

Contact

FUNCTIONS OF A DISTRIBUTION CHANNEL

DISTRIBUTION OF SERVICES

Channels for services are often direct- from creator of the service directly to the customer

Services can not be owned, there are no titles or rights to most services that can be passed along a delivery channel

Inventories cannot exist, making warehousing a dispensable function

• Wholesalers—buys from manufacturers and sells B2B or to consumer

• Retailers—buys from manufacturers and sells to consumer • Distributors and Dealers—add value by stocking or selling,

credit, after-sales service• Franchisees—holds contract to sell or market product or

service of franchiser• Agents and Brokers—brings sellers and buyers together

but never takes legal title to the goods

SERVICE DISTRIBUTION THROUGH INTERMEDIARIES

Conflict over objectives & performance.

Conflict over cost & reward.

Control over service quality.

Empowerment control.

Channel ambiguity- lack of role clarity.

COMMON ISSUES INVOLVING INTERMEDIARIES

Create standards for service performance ,measure resultsand compensate or reward on the basis of performance level

Provide needed support systems Develop intermediaries to deliver service quality Change to a cooperative management structure

CONTROL STRATEGIES

EMPOWERMENT STRATEGIES

STRATEGIES FOR EFFECTIVE SERVICE DELIVERY THROUGH INTERMEDIARES

PARTNERING STRATEGIES

Partnering with intermediaries to learn together about end customers , set specifications , improve delivery and communicate effectively

Alignment of company and intermediary’s goalsConsultation and cooperation

ExclusiveDistribution

Evaluating the Major Alternatives

Analyzing Consumer Service Needs

Setting Channel Objectives & Constraints

SelectiveDistribution

IntensiveDistribution

Identifying Major Alternatives

CHANNEL DESIGN DECISIONS

The channel will be most effective when:each member is assigned tasks it can do best.all members cooperate to attain overall channel goals

and satisfy the target market.

When this doesn’t happen, conflict occurs:Horizontal Conflict Horizontal Conflict occurs among firms at the same

level of the channel.Vertical Conflict Vertical Conflict occurs between different levels of the

same channel.

CHANNEL BEHAVIOUR AND CONFLICT

Involves getting the right product to the right customersin the right place at the right time.

customer service and satisfaction have become the cornerstone of marketing strategy.

logistics is a major cost element for most companies.

great increases in product/services variety has created a need for improved logistics management.

information technology has created opportunities for major gains in distribution efficiency.

NATURE AND IMPORTANCE OF MARKETING LOGISTICS

InventoryWhen to order

How much to orderJust-in-time

CostsMinimize Costs ofAttaining Logistics

Objectives

WarehousingStorage

Distribution

Order ProcessingReceived

ProcessedShipped

LogisticsFunctions

Transportation Rail, Truck,

Water, Pipeline, Air

SERVICE DELIVERY PLATFORM : A NEW CONCEPT

The term Service Delivery Platform (SDP) usually refers to a

set of components that provide a services delivery

architecture for a type of service.

SDPs available today are optimized for the delivery of a

service in a given technological or network domain.

The business objective of implementing the SDP is to

enable rapid development and deployment of new converged

multimedia services.

CASE:GATI

(LOGISTICS FIRM)

GATIIt is the only cargo management organization in India to make an effective use of multi-modal connectivity, employing all four modes of transport - Road, Air, Rail & Sea. It has 5 rail transit centres, 9 Air Transit Centres and 21 surface transit centres across the countries which together cover a vast web of 3.20 lakh kilometers daily with a fleet of nearly 2000 surface vehicles. This is supported by a deep and wide network that has enabled access to the remotest corners of the country

SERVICES OFFERED BY GATI

• GATI SURFACE EXPRESS• GATI AIR EXPRESS• GATI COAST TO COAST• AL GATI• GATI DESK TO DESK CARGO

Distribution solution

GATI:WHAT MAKES IT A CLASS APART

On - time departure of vehicles irrespective of capacity utilisation

Assured date of delivery

Door pick - up and door - delivery, absolutely hassle - free

Weather - proof containerised vehicles for safe movement

One - time lock for tamper - proof transit

Online track and trace facility to trace your cargo

Physical proof of delivery option

e – billing

GATI AIR EXPRESSNext Day Before noon delivery locations

• DELHI • NOIDA • GURGAON • FARIDABAD • MUMBAI • AHMEDABAD • NAVI MUMBAI • HYDERABAD • BANGALORE • CHENNAI • KOLKATA

Next day delivery Locations

• GHAZIABAD LUCKNOW • CHANDIGARH AGRA • JAMMU SRINAGAR • GOA PUNE NASIK • VAPI BARODA • COIMBATTORE COCHIN • TRIVENDRAM PONDICHERRY • MYSORE TIRUPUR • HOSUR

GUWAHATI BUBANESHWAR

• PATNA SILIGURI • INDORE BHOPAL • NAGPUR RAIPUR

GATI COAST TO COAST

• East Coast of India and Ports in Andaman sea, Bay of Bengal and Malacca Straits

• Indian ports and Ports in Andaman sea, Bay of Bengal and Malacca Straits

• Colombo - Tuticorin Bi-weekly service

AL GATIAI Gati Products :-

Types of PacksAI Gati Interzone/ Intrazone -

Designed to cater needs of corporates ,SME's and Institutions which require courier service on a regualer basis .Delivery avalilable in 119 locations serviced by AI Gati

AI Gati In City -Designed to cater in city delivery requirments for documents and small package

Covering 2200 pincodes of India, gives a wide range of reach.

GATI DESK TO DESK CARGO

An affordable surface product especially designed for your non-commercial packages.

Flat rate of Rs. 200 per package (up to 5 kgs) ideal for samples, gifts, study materials & printed material

CASE: DELHI PUBLIC

SCHOOL (EDUCATION

SECTOR)

• 11 core schools• Accreditation

CBSE: All schools (except for the following)ICSE: DPS New Town, Kolkata , DPS Mega City, Kolkata, DPS International at Singapore IGCSE : DPS International , Saket ,New Delhi.

• There are now over 150 Delhi Public Schools in India

• Outside India there are 13 Delhi Public Schools in ten different countries.

SOME BASIC FACTS

DPS FAMILY: THE DPS SOCIETY