Business Analysis: Courier Transport
Business Analysis: Courier Transport
Bachelor of . Business U. S. Q. Australia
Executive summary
This report analyses the courier service, Capital Transport, through development of a flowchart and Multi-Segment Model. It also discusses the company’s issues pertaining to improvement. Capital Transport is an independently owned company and operates six branches in Australia. The analysis in this report addresses the Brisbane branch of Capital Transport.
The service flowchart demonstrates the step by step process a customer follows in acquiring service, namely making a reservation, arranging collection of the goods for delivery, being notified of completion of service and, finally, confirmation of receipt of goods. The chart explains the operational process of the courier service.
The Multi-segment Model focuses on the buyer’s perspective. It analyses the product, product delivery and auxiliary service as well as additional marketing to assess the relationship between company and customers.
Since it addresses the four issues of the 7Ps of service marketing,
it reveals the issues relevant to improvement of factors relating to the people, place and process from the 7Ps. Achieving particular improvements will enhance customer satisfaction and service quality.
1.0 Introduction
This report analyses the transport service relay using flowcharting and the Multi-segment model to represent the buyer’s perspective. Many businesses are customer service focused these days. While the service is the input, the outputs are largely intangible. These days, business trading integrates product and service provision (Lovelock, Patterson & Walker 2004). A courier service is not only transferring goods from one destination to another but also includes service provision.
For example, Capital Transport may assist in a business trade-off involving the C &G Timber...
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