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SUBMITTED TO SUBMITTED BYProf. BASAVARAJ S M DILIP GOULI
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
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 SERVICE
S
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
