BPMM3083 Service Marketing
Added on 2021-05-31
26 Pages8199 Words300 Views
Business DevelopmentProfessional Development
|
|
|
1 COLLEGE OF BUSINESS (COB)BPMM3083 Service Marketing GROUP B BLUE PRINT ASSIGNMENT PREPARED BY: PREPARED FOR: DR. SHAHRIN BIN SAAD DATE OF SUBMISSION: 7thJANUARY 2020 NAME NO. MATRIC NURIZATU HANIZA BINTI MOHD FUZI 263696 NUR SYAHIRAH BINTI ABD RASHID 264009 NUR AIRIN AQILA BUNIRAN 264692 NUR YASMIN SYAZWANI BINTI MD YUSAINI 264536 NUR SYAFANIZA BINTI MOHAMAD SYARIFF 265461
2 Table of Contents 1.0Executive Summary............................................................................................................. 3 2.0Introduction and background of the company................................................................... 4 3.1 External Environment.............................................................................................................. 6 3.2 Internal Environment............................................................................................................... 9 3.3 SWOT Analysis..................................................................................................................... 11 4.0 Interview Outcome.................................................................................................................. 13 4.1 Problems faced by the customers........................................................................................... 15 4.2 Proposed solutions for the problems....................................................................................... 17 5.0Service Blueprint................................................................................................................ 18 5.1Describe what you believe to be the key elements of physical evidence revealed in the blueprint and discuss how they influence the customer’s experience............................................ 18 5.2Identify and describe the potential bottlenecks (points in the process where backups or slow delivery may occur) and fail-points (points in the process where problems may occur). Label both points as “S” and “F”, respectively in your blueprint.................................................................... 21 5.3Suggest possible solutions/alternatives to address these potential problem area................. 22 6.0 Conclusion................................................................................................................................ 24 References...................................................................................................................................... 25 Appendix........................................................................................................................................ 26
3 1.0Executive Summary TheLorry is a quick and simple booking site for lorry rental, van and 4x4 booking within Southeast Asia. Nadhir Ashafiq, the founder of TheLorry started the service business on September 2014. The company offer services such as lorry transport, professional homes moving, disposing of furniture and moving offices. TheLorry have full comprehensive door to door moving and disposal services with an excellent moving experience and affordable pricing as an on-demand transport service provider for Lorries across Malaysia. TheLorry offer their customers a new and fresh experience to book cargo transportation in Malaysia. With over 10,000 Lorries and vans under the company network, based on clients’ logistics requirements, TheLorry are able to match a suitable driver. Customers can save time and get guaranteed drivers 48 hours in advance when they make a booking. Furthermore, customers can get an instant quote in under 30 seconds with TheLorry. The price on their website is the exact rate customers going to pay. Extra charges only occur if there is a need for a second ride. By offering reliable, skilled and on-demand logistics, The Lorry have the goals to help Small & Medium Businesses to enhance their supply chain. Book, handle, monitor and pay effortlessly and transparently with a few clicks of a button for all customers bulky delivery needs. Their technology-driven solutions allow clients to provide moving services that are stress-free, professional, secure and affordable. Also, the company have a wide range of services, including leasing of cars, wrapping, furniture assembly/disassembly, and insurance coverage. Customers can make reservations through their user-friendly website and mobile app.
4 2.0Introduction and background of the company TheLorry is an "on demand" logistics platform for services packaging and delivery. It is like an Uber or Grab-like service but as a trucks that provide delivery service and logistics management. TheLorry which located at 12, Jalan MJ 14, Taman Industri Meranti Jaya 47120 Puchong Selangor, started in 7th September 2014 by two people,Goh Chee Hau and Nadhir Ashafiq with a simple goal to add value to the traditional lorry and truck rental or called as “lori sewa” industry with an easy-to-use, booking platform for consumers. TheLorry is a fast and easy lorry rental "lori sewa", van and 4x4 booking platform. TheLorry is a technology platform that connects individual & corporate customers to owners of lorries, trucks, vans & pickup trucks (vendors). They provide services such as lorry transport, professional house moving, furniture disposal and office moving. The lorry partner with reputable and experienced drivers to ensure that your goods will be transported safely and securely to your final destination.As the vision of the company is to be the most trusted logistics platform and market leader in South-East Asia and the mission is to be the bridge that connects customers and driver-partners by providing a progressive platform, TheLorry offers professional manpower with the best experience to shift and pack on customers moving. They utilize the power of data to increase driver efficiency & reduce overall costs. To further bolster the ecosystem, they partner with financial institutions to provide financial assistance to vendors. They are currently operating in Malaysia, Singapore, Thailand & Indonesia with plans for Philippines & Vietnam in line for execution. What differs The Lorry from other means of renting trucks is that it gives customers convenience and protection. Similar to how Uber and Grab work, the Lorry app allows users to order a truck and set their location and destination. They're going to be quoted a price. After that, it is the option of the user to continue. This is much better than in the past where you might have to call the numbers advertised on the roadside, not knowing whether or not it was a scam. TheLorry technology-driven solutions allow their customers to enjoy stress-free, professional, secure and affordable moving services. They offer a wide range of services including vehicle rental, packaging, furniture assembly/disassembly and insurance coverage. Bookings can be made via the user-friendly website and mobile app.
5 In addition, TheLorry for business enables Small & Medium Enterprises to improve their supply chain by providing reliable, professional and on-demand logistics. Consumer just need to book, manage, track and pay all their bulky delivery needs seamlessly and transparently with a few clicks of a button. TheLorry serve top multinational corporations including Fortune 500 companies with custom, technology-enabled logistics solutions made to improve operational efficiencies and optimise cost. Their focus are Distribution of FMCG/Apparel products, Line Haul/Long haul trucking and Bulky E-commerce Deliveries. Their large and expanding fleet of professional drivers are ready to serve all types of logistics requirements whether it is 100 trucks or 10,000 trucks a day, on-demand or scheduled. Also, the company have a wide range of services, including leasing of cars, wrapping, furniture assembly/disassembly, and insurance coverage. TheLorry has several core values of the company, the first of which is respect as a value that is highly value as they treat everyone with the utmost respect. This is mirrored internally throughout the company and, of course, externally to its customers. Next is the trust, first there should be respect in order to obtain trust. Being a platform, trust is very important in order to gain the trust of their stakeholders. Moreover, the Simplify value that implies it makes things simpler for the company, the workers, the customer and the drivers. Advocate Technology as a tech company, they are using their technical advances to provide the best customer experience. Lastly, the entrepreneurship, when they not only take chances in the hope of making high profits, they also take careful decisions in every aspect.
6 3.0 SITUATIONAL ANALYSIS Situation analysis is a process of evaluate the internal and the external condition that may affect an organization. SWOT analysis is the use of information from the external and internal environment of company to summarize the company strength, weakness, opportunities and threats. 3.1 External Environment External environmental factors that take place outside of the organization harder predict and control. The external factors that influence the organization common are customers, competition, economy, technology, political and social condition and resources. The external environment can be divide into two types which are the macro environment and microenvironment. The macro environment consists of the general factors that a business typically has no control over. The microenvironment consists of the factors that directly impact the operation of a company. Macro environment factors include political, economic, social, technological and legal factors, and demographics. On the other hand, company microenvironment includes customers, suppliers, competitors, employees, shareholders, media and social media. 3.1.1Macro-Environment In macro environment consist of 6 different categories. . With this, to overcome and analyse these factors, the organizations can categories by using the PESTLE model. The macro environmental or external factors of The Lorry can be identified by using PESTLE analysis, which is stands for political, economic, social, technology, legal and environmental. (a)Political Factors The political environment limits any business. This includes legislation, departments of the government and pressure groups. These affect and limit a society's organizations and individuals. Marketing decisions are also heavily informed by changes in the political climate and are impacted by them. For instance, the issues of how stable the political environment is, what is government position on market ethics, government view on local culture and religion, what are the
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Challenges Faced by Logistics Companies in Nigerialg...
|12
|4095
|45
Logistics and Supply Chain Management (PDF)lg...
|12
|2905
|133