Volume 4 Number 2, Jan-Jun 2014

Tan Cheng Ling1, Noveeta A

This case study aims to look at the increasing trend of the miss shipment issue at Super Express. One of the Super Express’s main customers, Light Technologies has escalated this matter and decided to terminate the business contract worth 27.0 percent of Super Express revenue if there is still no solid solution taken to address the miss shipment issue. Data was collected from Customer Support Department and Operations Department as these two departments have direct relationship with shipment delivery process. The improvement team performed the analysis on the non-conformance report to identify the root cause of the miss shipment. There were a total of seven main root cause identified and mainly categorised into wrong delivery address, short landed, missing paperwork attached at physical shipment, wrong delivery by courier, un-manifested shipments, pending customs release and others. These root cause were further analysed to obtain in-depth information for improvement actions.

Key words:Miss Shipment, Logistic Provider, Delivery, Non-Conformance, Shipment Performance.

Jennifer Thompson1, Atul Gupta

International expansion has been on the radar for Whole Foods Market since 2002 when they expanded into Canada and later in 2004 into the United Kingdom to become a multinational company. They purchased seven of Fresh & Wild’s locations in the UK which, years later is down to only five stores. Canada adds seven more locations to more than 340 stores in the United States. However, international expansion materializes as like Whole Foods Market hoped it would and they have begun focusing their money and attention on tripling the number of stores in the US. This case discusses the factors which could be important in developing any future international expansion for Whole Foods.

Key Words: Organic Foods, Natural Foods, Whole Foods, Growth Strategies, International Expansion

K K Ray

Bus Rapid Transit System (BRTS) is a new method of public transportation focuses on stakeholder satisfaction with low-cost urban mobility. The new transport system not only represents the modes of modern transportation but also provides related infrastructures in terms of dedicated corridors, bus stops, off board ticketing system. All of these are to provide adequate facilities to users to maximize social value. It is in this line the present case tries to measure the net social impact of the introduction of Bus Rapid Transit System (BRTS) in Bhopal by comparing the social benefits and costs. The subtle impacts of the introduction of new transportation system are estimated with monetary values. In view of estimating the net social effect of BRTS system, four social benefits and three social costs are identified separately. The benefits are related to reduction in number of accidents, saving in travel time, reduction in fuel consumption and change in the air quality. The costs include reduced income from residual modes, loss of assets like land, livelihood and finally the inconvenience for the commuters during construction phase. The case can be used for discussion from social cost and benefit point of view. The case is more appropriate for subjects like environment valuation, social impact analysis and corporate social responsibility. The social cost and benefit model suggested in the case is more useful for decision makers for commissioning any social project.

Keywords: Rapid Transit System, Public Transportation, Urban Transportation, Low-cost Mobility, Social Costs

Alok Kumar Rai1, Medha Srivastava2, Manish Kumar Yadav

Sustained growth of service business hugely depends upon the level of satisfaction of its customers. After liberalization of Indian economy, the market dynamics of Indian banking industry changed significantly. The resultant was the empowerment of the customers and hence came the realization on part of the banks to give superior care for the satisfaction of the customer. Researches (Rai, 2009) found that many of the initiatives of banks did not result into what they had planned for. A stocktaking of the satisfaction of customers of the banks thus becomes imperative. Many of the commonly used methods of assessing Customer Satisfaction have been identifying the overall level of satisfaction but have not delivered insights much of significance as they do not provide specific direction to the firms for its efforts. The present study uses Kano model to evaluate the level of satisfaction of bank customers and the relative significance of different parameters of satisfaction in terms of their contribution to overall satisfaction. Customer Satisfaction portfolio method classifies the satisfaction contributors based on their utility in ascertaining the final level of customer satisfaction of the bank. The study is a case study of the largest Public Sector Bank of India i.e. State Bank of India.

Keywords: Customer Satisfaction, Service Quality Gap, Kano Model, Satisfaction and Dissatisfaction Coefficient, Customer Satisfaction Portfolio