Virtual University of Pakistan

Evaluation Sheet for Project

Fall 2010

MKTI619: Internship (Marketing) Credit Hours:3

Company Name: UNIVERSAL LOGISTICS SERVICES (Pvt) LTD

Student’s Name: SOHAIL PERVAIZ MALIK Evaluation Criteria Result

Student’s ID: MC090203313 Written Work Status Needs
improvements
Presentation & Viva Voce
Final Result
Supervisor: ______________________

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Your overall work is OK but you need to improve your SWOT analysis as
instructed. You need to submit a revised report with improved SWOT analysis once
new assignment will be opened on LMS.

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INTERNSHIP REPORT

UNIVERSAL LOGISTICS SERVICES (Pvt) LTD

AUTHROIZED SERVICE CONTRACTOR OF UPS

NAME : SOHAIL PERVAIZ MALIK

STUDENT ID : MC090203313
SESSION : 4TH SESSION
SUBMISSION DATE : 11th Feb 2011
NAME OF UNIVERSITY : VIRTUAL UNIVERSITY

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Executive Summary:
In M/S Universal Logistic Service (Pvt) Ltd authorized service contractor of UPS, I
completed my internship. Universal Logistic Service is doing business since 2004. This is
service industry & providing services to exporters. Company has different competitors in
the market. There is also list of main clients who are working with company. All
departments are reporting to CEO. There are 150 employees are working in the company.
There is chain of command system in the company, in which all are reporting to their
seniors. I did my internship in Sialkot office, where I worked in sales & operation
department. In sales department, I worked with sales team & in operation department I
worked under operation supervisor. In structure of marketing department, marketing
department is working under sales department. They are performing marketing operation.
In function of marketing department, Segmentation Strategy, Target Marketing Strategy,
Product planning, Positioning, Pricing Strategy, Distribution Strategy, Promotional
Strategy are discussed. Structure & functions of sales department is also discussed. A
brief view of customer services department is also explained. Critical analysis of the
company is discussed. Discussion on SWOT analysis is explained in detail. Conclusion is
explained as per experience gained during the internship program. At the end on my
observations recommendations are also given from my side.

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Table of contents: Page #

Brief History 4
Nature of Organization 4
Product Line& Brand Portfolio of organization 4
Strategies of Branding
4
List of Main Clients 5
List of Main Competitors 5
Organizational Structure 6
Organizational Hierarchy chart 6
Numbers of employees 6
Introduction of all Department 6
Comments on Organizational Structure 7
Plan of your internship program 7
Brief introduction the branch 7
Starting & ending dates of internship 8
Named of department in which I got training 8
Training Program 8
Detail description of activity performed by the department 9
Detail description of task assigned to you 10
Structure of Marketing Department 11
Function of Marketing Department 11
Structure of Sales department 12
Function of Sales department 14
Customer Service Department 14
Critical Analysis 16
SWOT Analysis of the organization 17
Conclusion 18
Recommendations 18

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Brief History:
Universal Logistics Services acquired the license from UPS (United Parcel Service) to
run their network using Express Service in Pakistan in 2004. UPS is 1st courier company
in the world. They started their operation in 1907. UPS is doing business all over the
world with own network and franchises setup. In Pakistan Universal Logistics Services is
authorized service provider to provide UPS services to their valued customer. UPS is
having their own infrastructure having cargo planes, delivery vehicles. They are also
sponsored for London Olympic 2012.

ii. Nature of Organization:

This industry belongs from services industry. Basically in this industry no tangible
product is transferred to customer. Universal Logistics Services deals with only those
clients who export their product to other countries. They are providing services only in
International level & not providing the services on domestic’s basis. Company pick the
shipment from customer premise to second country customer premise means “Door to
Door Delivery”. Its pure service industry. Company is also authorized for Malaysian visa
process. They are also doing to test the documents from foreign affairs. For UAE
embassy they are also process the visa documents.

iii. Product Line & Brand Portfolio of Organization:

Company has only one product line. Right now they are offering only export service to
customer. There are also other services which are offered by UPS world wide but in
Pakistan they are offering basic export service. In export service, they have two sub
service Express & Express Save. There is difference of rates in the services. In Express
service delivery is before 12:00 pm & in Express Saver Deliver time is from 09:00 am to
5:00 pm. Rate of express service is higher than express saver service.
Company is having different service level. Customer can choose service level as per his
need. They will be charge as per service. UPS is having below mentioned structure.
US Domestic Package
International Package
Supply Chain & Freight

iv. Strategies of Branding:

Company is using different branding strategies for the promotion of their product.
Company main focus on their brand as it creates value in front of the customers.
Company has objective to provide best services to customers to get the business.
Company has long term strategy to develop long term relation with customers. In this
industry if customer is satisfied with the service then that customer is asset for the
company. Company designs their strategy in this way that they facilitate the potential
customer at the extreme level. Their existing customer is generating 80% business on
every month. They have to focus on the small customers to cover the remaining 20% of
the business. Company has planned to increase the business on gradually basis. In Sialkot
there are lots of small customers with huge volume. Company focuses on those customers
to get the max share of their business. It’s easy to fulfill the requirement of small

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customer. They are not demanding like big customers. Big customers have lot of
requirements which is not possible to fulfill all requirements. Customers are updated with
new technology of the business.
v. List of Main Clients:
As Sialkot city is having a number of industries. Different types of industries are working
in Sialkot, like Sports Goods, Surgical, Leather Garments, Textiles, and Military Uniform
Accessories. These industries are generating more than 1billion $ revenue for Pakistan.
Types of industries are given below.

1) Sports Goods
2) Surgical Instruments
3) Leather Garments
4) Textile Garments
5) Musical Instruments
6) Military Uniform Accessories

Universal Logistics Services is providing their service to all industry & export their
materials. List of main clients which are working with us is given below.

1) Mahr Garments
2) Silver Star Enterprises
3) Forward Sports
4) Leather Filed
5) VIP Wears
6) Vision Technologies (Pvt) Ltd
7) CA Sports
8) Military Uniform Badges
9) K.M Ashraf & Sons
10) Bonzer Sports

vi. List of Main Competitors:

As Company is working having license of UPS, which is giant in the industry. There are
competitors working in the market which is also serving the same market. There is tough
competition among all competitors. Some are multinational & some are national. Every
one has their strength & weakness in the market. Some are serving best in one country &
not on other country. List of competitors is given below.

1) DHL
2) FedEx
3) TNT
4) TCS
5) Local Post Office

DHL, Fedex & TNT are multinational & having their own infrastructure in other
countries. TCS & Post office has their strong infrastructure in all over the country.
Especially post office is serving in every city, town or village.

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Multinational companies having their advance system as compare to local service
providers, they are giving complete tracking facilities of their shipments.

ORGANIZATIONAL STRUCTURE

i. Organizational Hierarchy Chart

Company is having different departments working together. They all are reporting to
CEO, who is looking all company matters. National Sales Manager, Chief Operating
Officer, Customer Services Manager, National Finance Manager, IT executive & HR
Department all are reporting to CEO.

ii. Number of Employees

As M/S Universal Logistics is working in different cities, so there are 150 employees are
working in it. Company is having below mentioned departments.

iii. Introduction of all the Departments

With a huge set of company, company is having all departments which are working
together for the growth of the company & benefits of all employees.

HR Department: HR department is working under the supervision of HR manager,

which is responsible for the hiring, firing, c&b of employees. Department is responsible
for the health & insurance policies of all employees. HR department also performs below
mentioned activities of the employees.
 Preparation of monthly salaries
 Maintaining record of leaves of employees
 Record of provident funds
 To conduct annually appraisal of all employees

Finance Department: NFM (National Finance Manager) is head of this department. It is

said that finance department which is responsible to run the company daily matter.
Finance department is responsible for all cash flow, daily transaction related activities.
Finance department performs below mentioned activities.
 Preparation record of all daily expense of the company
 Regular payments to all vendors of the company
 Maintain the record of cash inflow & out flow
 Prepare the financial analysis report of the company
 Transfer of salaries in employees a/c on monthly basis
Sales Department: Sales department is lead by NSM (National Sales Manager). All
sales related activities are performed under the guideline of NSM. In each city sales team
perform the work & is responsible to generate more business & revenue for the company.
 To bring new potential customer on board
 To retain the older potential customer
 To provide the best services to their customer
 To increase the company business & revenue

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  To make the long term relation with their customer
Customer Services Department: Department is headed by Customer Service Manager.
Core objective to retain the customer to use the services of the company, this department
plays important role to satisfy the customer in case of any problem. Customer services
department is responsible to give solution of customer problem.
 To solve out the customer problem
 To give best possible alternative solution of the problem
 Responsible for smooth delivery of all shipments to customers on destinations
 To guide customer according the new customs law of any country
 To update customer as per new update of any system
 To process the claim of any loss or damage
 To check the daily export & import materials
 Booking of all shipments (Cash, Prepaid or Freight on board)
Operation Department: Operation department perform their activities under the head of
COO (Chief Operational Officer). Company overall export & import materials related
activities depend on this department. This department is responsible for pick up of the
shipment from customer premise & also deliver the shipment to customer in case of
shipment import from other country.
 Timely pick up the shipment from customer for export
 Timely deliver the import shipment to customer
 Custom clearance of all shipments
 Security check of all shipments
 Check of all required document for shipments
 Manage the record of all shipments
 Run the smooth process of all operational activities
Administration Department: All administration matters related to all departments are
handled by this department. HR department is looking this department.
 Responsible to look after the office administration work
 Responsible for looking company offices requirement
 Responsible for looking company assets
 Responsible for company vehicles

iv. Comments on Organizational Structure

Company is having chain of command structure, in which all persons are reporting to
their respective seniors. Like in sales department, TSM is reporting to SCM, SCM is
reporting to NSM & NSM is reporting to CEO. All employees are working in chain of
command system. All instructions are passed to downward to sub-ordinate. Its good
structure & every one know how to reach the exact person for this. For any query in sales
department they contact the SCM for this, SCM discuss with NSM & NSM gives
instruction to the customers.

Plan of your internship program

i. Brief introduction of the branch

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I joined the company office in Sialkot which is suited at Paris Road, Sialkot. Basically
there are two offices in Sialkot. One is suited at Paris Road & second is suited at Defense
Road. All offices staff sits at Paris Road. Defense Road office is used for all operational
related activities.

Paris Road office is having below mentioned staff.

 One SCM (Service Centre Manager), who is looking both offices in Sialkot & one
in Wazirabad
 Two TSM (Territory Sales Managers), Sialkot city is divided in two territory,
both TSM are looking their territory
 Two CSR (Customer Services Representative)
 Two Finance Executive
 Two Credit Control Officers
 One Office Boy

Defense Road office is having below mentioned staff.

 One Operation Supervisor

 One Assistant Operation
 Four Services Providers
 One Office Boy

All employees are responsible to report the SCM & their own department seniors in head
office. Every TSM is having their own credit control officer, which is responsible to
collect the billing amount from the customers. Finance department is responsible to
collect the amount from credit control officer &deposit in the company account. Finance
department is also looking some administration work like, electricity bill, vehicle bills,
Ptcl bills e.t.c.
Operation department on defense road also report the SCM & relative department.
Operation department is responsible to pick the shipments & precede all shipments to
Lahore hub. Lahore Hub is used for the forwarding of all shipments to their destinations.
In Lahore shipments are forwarded to Lahore office where they clear the shipments from
custom & handed over to Airline.

ii. Starting & ending dates of Internship

I started my internship on 27th September 2010 & it ended on 8th November 2010.

iii. Named of department in which I got training & duration of training

I got training in sales & operation departments; I got training in sales department almost
one month & remaining period passed in operation department.

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 Training Program

i. Detail description of activity performed by the department(s) in which I worked

I worked in sales & operation departments which are responsible for smooth process of
business.

Sales Department:
In sales department, I worked under the TSM. TSM has their daily plan to visit customer,
check the export manifest, daily check the delivery of shipments, coordinate with
customer service & operation department. Below mentioned functions are performed by
TSM on daily basis.

 To prepare the daily visit plan to customer

 To check the last date export manifest
 To check the deliveries of shipments which were exported on previous day
 To prepare the daily sales report with the help of last day export
 To check either potential customer is giving full business or not
 To prepare the daily active or inactive customer list
 To discuss the collection of payments with credit control officers
 To discuss the pending or delay shipments with customer services department for
the resolution of the problem
 To discuss about the competitors activities with SCM & NSM
 To fill out the daily visit report with customer remarks & send to management
 To make the market intelligence report
 To plan to bring new potential customer on board
 To plan to visit the dead customer to get the business
 Maintain the record of all customers
 Having a long term relationship with customers to get the max share of business
 To check the services provider to visit the regular customer on daily basis
 To check the correspondence of FOB
 Discuss with customer about their problem & find the solution of their problem

Operation Department:
As operation department is having major responsibility, so it is having lot of work to be
done. In operation you have to work smartly to save the timing & complete the work
within given time line. Operation supervisor has to check the correspondences of all FOB
shipments for the further process of FOB shipments.
Below functions which are done under operation department.

 Arrange the route of service provider

 Check the import shipments & arrange the deliveries of all shipments on same
day, in case of any problem update the reason in system

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 Collection of import duties from the service provider & handed over to finance
department
 Note the pick up call from customer for import shipments
 Inform the service provider about the pick up call
 Check the pick up shipments with service provider & check with call sheet
 Check the all required documents from service provider
 Check the security of shipments
 Maintain all record of shipments
 All documents are handed over to operation supervisor for further process
 Make their daily pick up report with complete detail
 Pack all material in bags with seal & loaded in to truck for transportation to
Lahore on time
 Check the cash shipments documents & also check the customer with original
documents
 Proper separately maintain the record of all Cash, Prepaid & FOB shipments
 Update & train the service provider about the new update on regularly basis

Detailed description of task assigned to you

During my internship program two tasks were assigned to me, one in sales
department and other in operation department. In sales department, It was said to me
prepare the sales report 2009 & 2010 of the Sialkot station. In this report, I have to
prepare the detail report of each company. They asked to complete the report with
revenue, no of shipments, weight, packages. It is long work because for this I have to
contact the finance department to give all invoices detail of every company. I started
my work with the guideline of sales & finance team. I asked about their requirement
for this report. First of all I made the list the customers, who are working with us.
Then from the invoices I put all detail of the customer by month wise, it will be easy
to show that how much business gives by this company in this month of 2009, and
then put the figurers of same month of 2010. This report not only present the month
vs. month report but also present year to date performance. After putting all data in
the sheet, put the filter formula on bar, so the report can be viewed by revenue,
shipment, package, weight. From this report sales report came to know that which
company is not giving business and which company is given more business as
compare to last year report. This report helps to know that who is becoming potential
customers for the company. By this report, its also shows which company need more
attention from the sales team, so that sales team not retain the customer but also
provide extra services to potential customers.

In Operation department, there is no proper system of record keeping of nomination

shipments. With the consult of operation supervisor, all record needs to put in
systematic way. For this files are made for every month nomination shipment. In file,
all documents along with supporting documents are placed in sequence wise. So that
in case of any reversal, it will be easy to retrieve the data from the file. All
nominations shipments documents (Airway bill copy, Routing form, Good Credit
History email, Undertaking of Nominations Shipments) are properly put in the files.

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 Structure of Marketing Department

In M/S Universal Logistics Services (Pvt) Ltd, Marketing department is handled by sales
department. Sales head is also looking the marketing department. There is one person
working in marketing department. The objective of marketing department is to provide
the promotional materials to customers. As UPS is brand conscious, so Universal
Logistics Services has to ask every thing from region. They have to approve the
promotional items from the region marketing department. After the approval, they place
order. Like in case of front fascia of office, company has to fulfill the requirement of the
head office. Company operates their marketing operation through their employees.
Company use printed boxes for packaging materials. Customers are asked to use the
company marketing packaging materials like Document envelop, Flyers and Boxes in
different sizes. Company also gives clock to their customers. Company introduce new
gift scheme for their new account holder. They are asked to give require shipment is fix
time frame, after completion the target gifts are given to customers. As company is
having a special market segment of the market, so they try to capture the market with
different methods.

Functions of Marketing department

Marketing department if performing different functions, detail is given below.

i: Segmentation Strategy: In this strategy, company has divided the market in different
segments. Company is dealing customer in small package & also providing services in
heavy packages using his SCS service. Company has specific market which has to be
served. As this segment is also have sub segment as per customer need. Different
industries have different requirements, so we have to develop strategy for each segment.
e.g. in case of Surgical instruments customer, customer send small package but in case of
leather garments they send heavy shipments as compare to surgical instruments. In this
strategy company meets the needs of the customers. As per customer base. Company uses
the segmentation strategy.
ii: Target Marketing Strategy: As target market is small part of whole market. So
company adopted the focus strategy. Company has limited target market. UPS target
market is those companies which are sending their shipment to other countries. They are
target market of the company. In this strategy, company can focus the needs of the
customer, after that they design the service to provide service to customer. As per target
market requirement, they plan the activity of the business.
iii: Product planning, development & management: As company is providing services
to customers, no tangible product is providing to customer, so company analyze the needs
of the people then introduce the service. If we talk about the nomination shipments
process, customer was not happy about the procedure. Company check the market needs,
design the new service with the name of “Import Control Label” which is more
convenient for the customer; it saves the time of both parties & also facilitates the
customer need. Company always tries to design the service which is friendly for
customer.

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iv: Positioning: UPS is worldwide service provider in all countries. Company has
maintained strong positioning in the customer minds. Customers know the worth of the
brand. Having vehicles with the company logos are source to spread the company info.
By this way they came to know about the company detail. Their minds are also ready for
this as this has strong influence on the customer minds. As market segment is small but
people who travel abroad know the company. Company has their own fleet. It creates
difference from the competitors. Customer always remembers the UPS due to his
services. They are quite satisfied with service of the UPS. For this company conduct a
survey to know the positioning of the company in customer mind. After surveys they
analyze the results & finally the result is in front of the management.
v: Pricing Strategy: Company has their own pricing strategy for the customers. Its
totally depend on the customer business. Company offers different discount to different
customers. They have their basic tariff on which they offer price to customer. In this
industry different methods are used for pricing. As per customer need tariff is designed
for him. Company also uses penetration strategy for pricing. In this strategy company
provide special rates to customers on different destinations. Company also offers special
rates on heavy shipments. Using all these ways they facilitate the customers. Like if
customer is having business in 2 or 3 countries then company will offer special rates for
those countries. In case of weight slab, they also offer discounted tariff to customer on
required weight slabs. UPS is having main focus on number of pieces. They calculate the
cost of every packet. In pricing strategy, company designs this as per market need. UPS is
having lot of services with price difference. If a customer wants to send a shipment on
urgent basis, then he has option. If the shipment is not urgent he can use normal service
or more cheap service for this. Company also introduced some promotional activity for
the customer; by using this customer can get more benefit in price.
vi: Distribution Strategy: As company is running their own setup. So they don’t have
any distribution channels. Company is operating it self & managing all operation related
activities. They note the calls from the customer, pick the parcel and send it to
destinations after custom clearance. UPS has worldwide distribution channels which are
working in other countries. From Pakistan, Universal Logistic Services handed over their
materials to UPS in Dubai, from where it was loaded in UPS plane & send to destinations
for delivery.
vii: Promotional Strategy: Promotion represent the different aspect of marketing
communication, means the communication of information about the product with the
goals. Company promotes their brand by using their sales force, advertising. Sales force
is one of the best sources to promote the company image. They directly visit the
customers & represent the company. Pull strategy is used for the promotion in which
customer are asked to used UPS service due to fast tracking system, low rates, transit
time, advance custom clearance. Customer wants to send the shipment as minimum time.
For this they don’t compromise on rates. Some are service conscious. Especially brand
don’t take risk in this regard. They are not promoting the company but also making their
relation with the customers. By advertising they use print or electronic media which are
fastest source to spread the information. They also introduce new promotional scheme for
the customers. They use reward point system by which they timely send gift to the
customers. Sometime company launches a promotional scheme in which different prizes

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are given to customer. Promotional materials like wall clock, key chain, ball point are
distributed in customers.

Structure of Sales department

In sales department, NSM is heading this department. He is leading sales department

along with his team. All sales team report directly to SCM. In Karachi, there is sales
manager who is looking the four TSM & responsible to look the sales in Karachi. On
below mentioned station, TSM are reporting to SCM, who is directly reporting to NSM.

 Sialkot (2 TSM)
 Lahore (2 TSM)
 Faisalabad (1 TSM)
 Peshawar (1 SCM)
 Islamabad (1 TSM)

Total number of employees in sales department is 18; break up of the employees with
designations is given below.

 1 NSM
 1 Sales Manager
 5 SCM
 10 TSM
 1 Sales Coordinator

As NSM is head of this department. He designs strategies about the market. He analyzes
the market & uses sales automation which help is below mentioned matters.

 Manage the new sales opportunities by creating new development for specific
companies
 Analyze the competitor’s strategies & buying issues
 Maintain record of every opportunity

Sales operation is set of activities, which are necessary for the efficiently, effectively
working of business strategies. Sales operation is also called sales support. Every
company has their own sales operation activities. Below mentioned activities are in this
company.

 Sales design, Sales planning, Sales execution

 Analysis of data
 Introduction of technology
 Training & communication of sales team
 Sales lead

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Sales department is interconnecting with other department of the company, which all are
working like a team to achieve the goals. NSM also discuss the needs of the customer
with respective team member. Each TSM makes market intelligence report on which
NSM design the strategies for the market.
Sales operation is done for the smooth business work. In each city area is divided into
territory. Each territory is handled by respective TSM, who is responsible to achieve their
assigned target.

Functions of Sales department

i: Sales Methodology: Every company use different method for sales, because the main
objectives of all companies to achieve the desired goals. For this they design the policy in
such a way that it will produce more business for the company. They have to equip their
sales team with different techniques. For this management has to trained their sales force
in this way they will achieve the targets. For this company has to provide the basic steps
to sales team. In this they have to give some direction to sales team. They are trained to
meet the customers & ask about their requirements. Sales team must have all knowledge
about the product. He will be active to give answer to customer at on spot. He should
guide the customer about the policy. After giving presentation to customer, he will
remain in follow to customer to get the business. He will prepare the report of customer
feed back. The basic purpose of sales methodology is bring more business.

ii: Type of selling like personal selling , door to door selling etc: Company has their
own sales team which is generating revenue from the customers. As this is special market
segment & customers are working with international market. Company adopts personal
selling method in which services are sold to customers. In this industry, first of all you
have to find the needs of the customers & then you have to develop the relation with the
customer. After that you will be able to get the business from the market. In personal
selling Sales people came to know about the actual need of the customer,
Which kind of need is required?
Which kind of new service will be launched?

iii: Sales Return Procedures: as this is services industry & there in no concept of sales
return procedures. Customers has to provide services to retain them, if they are satisfied
with services provided by the company then they will work with the company otherwise
they will switch to other company. In this industry we have to keep in mind that customer
is our target, we design the service as per customer requirement. In M/S Universal
Logistic Services, company focus on superior services. From all department company
make such environment that customer feel easy to discuss his problem with the
employees of the company. All employees are in effort to retain the customer by
providing services to customers. Like sales department is offering special rates to
customers for their shipments, customer services department is providing extra ordinary
customer services to customer. Operation department is also playing his role in this
regard. They manage customer in case of late pick up calls. All department are working
together to retain the customers. They realize the customer that they are always here to
solve their problem.

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 Customer Services Department

As customer services department is headed by customer service manager. This

department is responsible to provide customer service to customer. In each station there
are customer service persons are available to support the sales & operation team. They
are also in contact with customers in case of any problem or query. They are directly
interacting with foreign customer services team. Customer services department is looking
day to day queries of the customer. Customer service department is having sub
departments that are handling below mentioned activities.
 Export department
 Claim process department
 Nomination shipment department

Customer services department is available to provide solution of any problem. They

update customer about the new custom policy of every country. They also update
customer for any document required from destination country.
Export Department:
This department is responsible to check the export material. They daily check every
shipment detail. In case of any problem, they contact the destination for required
document & also update the customer for required document. They keep in touch with
customer until shipment is delivered. On daily basis they update the whole station with
proactive sheet in which all shipments with date wise detail are explained. By using the
sheet every one can check the status of the shipments. They also responsible to check the
set transit time of every shipment. Incase of any delay they update the customer why
shipment took extra time. They also update customer about the new policy. For any query
they directly contact the destination for the release of the shipment. They keep in touch
with customer & destination custom for the smooth delivery of shipment. In UPS all data
are scanned & send to destination for fast custom clearance.
Claim Process Department:
This department is responsible to process the claim of the customer. In case of lost
shipment or damage, they firstly check the shipment history & check all scan from the
different hub. For this tracer was send to destination to check the shipment scan, trace
closed time is 14 working days. Its defined time & all investigation should be completed
within these days. After that they issue the claim form to customer. After receiving the
claim form customer they proceed to claim form to region office & ask to issue the claim
to customer. Region office further precedes the claim & returns the claim amount to head
office, after that claim is given as per customer invoice value. Company also offers the
insurance policy to customer for their shipments. Its charges are 1% of invoice value. In
case of loss company will pay back the amount as per invoice value.
Nomination Shipment Department:
As UPS is providing different services to customers, like export service customer can
also avail the import account service. In this service customer will give their own account
number to their customer send the shipment on their own account & he will pay the
charges. This department verifies the account detail & check the credit history from the
destination. After getting confirmation from the destination they ask their operation

17
department to pick the shipment from customer. They timely check from the destination
about the payment made by customer on destination.

Process of Developing Relationship with Customers:

Customer services department is also responsible to provide best service to make long
relation with customer. They make calls to customer on weekly basis to gat their
feedback about their shipments. On this way they came to know that either customer is
satisfy or not. They fulfill the need of the customer by providing solution of their
problem. They guide the customer for their shipment. In case of any query they guide the
customer as per designed SOP.
Techniques of Retaining Customers:
Due to good customer, department not only retain the customer but also get more
business from customer, they timely respond the customer about their queries & provide
positive feedback to their problem. In case of any issue customer always feel that the
person is available to give solution to their problem. They update the customer for new
requirements. They also guide customer to use web features for their tracking. They ask
to use email notification services in which customer will automatically get the update of
their shipment. They offer customer to check the transit time of their shipment in
advance. So that customer will be able to check when his shipment is going to deliver. In
case of rates, they discuss with senior management & desired rates are given to
customers.

Techniques of Attracting New Customers:

As this department is also handling the calls from the customer. They also produce the
sales lead for the sales team, in case of cash customer, they also update the sales team
about the customer, ask to visit the customer & get the business. As they are on front
desk, they can convince the customer to do business with UPS. They make calls to new
customers for business. They update the list of customers who is doing business with us
in nomination or we are getting their import shipments. This also generates the sales lead
for sales team.

Ways of Handling Different Kinds of Customers like Furious Customers, Problem

Creating Customers etc:

As different customers with different nature are available in market, so customer services
department is having different techniques to handle different customers. In case of
problem creating customers, they update the customer before time. As each country has
own custom policy. In case of any problem after sending the shipment, they update the
customer that required document is required for the clearance of shipment. Customer was
guided that without the complete documents the shipment will held by custom & it will
time to deliver the shipment. Customer is treated as per designed SOP. In case of furious
customer, firstly he is allowed to explain the problem because in case of interruption,
customer will be hyper, after listening his carefully you should provide the best solution
of their problem. After that remain in touch with customer to give feedback of their
shipment till the delivery. Using this way, customer will continuous to do work with us.

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CRITICAL ANALYSIS:

During my internship I observed some good & bad things. There is lack of coordination
between the departments. Customer service department is not reporting properly to sales
team. Due to this customer has to suffer due to mis understanding between the
departments. Customer service department is not fulfilling the requirements of station. In
case of operation they are not properly maintaining the record of shipments. Task was
assigned to me to arrange all data in systematic way.
Customers are happy because extra time is given to customer for pick up of shipment as
compare to competitors. There is need to install new equipment in operation to fasted
delivery of system. Initially data entry was done fro Lahore but now the Sialkot office is
also doing the same. Policy about the nominations shipments is introduced to avoid from
heavy reversal mount from the destinations. Now packaging materials are given to
customer to use it.

SWOT ANALYSIS OF THE ORGINAZATION:

As company is working under license, it has strengths, weakness, opportunities & threats

Strengths:
 First Courier Company in world
 Company having own infrastructure with new technology
 Sponsorship to other games like Official sponsor of Olympic 2012
 Company own presence in market
 Having own fleet for pickup & delivery of shipments
 Special document envelop (charge 0.5 Kg rate for weight from 0.5Kg to 1.5Kg)
 Online booking facility
 Email notification service for all shipments
 Advance custom clearance via scanning document
 Advance delivery date for shipment on web

 Company is having their own structure as per market need

 Company is having strong influence in market
 As brand is having their own strength to attract the customer with company
 Time committed services
 Latest technology to track the shipment
 Fast delivery time
 Strong operation activities
 Late pick up time

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  On line booking facility
 Documents envelop special facility
 Advance custom clearance process
 Own fleet to deliver the shipments
All selected are not strengths
Weakness:
 Non availability of import service
 Non availability of offices in more cities
 No domestic service
 Low no of staff
 Nominations shipments process
 Non availability of promotional materials
 Having only one service in export
 No training program for employee

Opportunities:
 Online selling market use courier for the delivery of shipment
 Fair or exhibition shipments
 Induction of new technology as per customer requirement
 Import shipments create new sales leads
 New market with potential customers in new cities
 Exhibitions shipments
 E-bay business
 Foreign customer requirement to use UPS
Selected are not oppertunities
Threats:
 Low rates of competitors
 Import service
 Time delay services by customer
 Non availability of new equipment
 Buckets shops rates as compare to cargo
 Competitors using different flights
 Post office rates
 Competitors special boxes rates

Conclusion:
As this is my good experience to work with this company. I worked first time with
multinational company. Company has special market segment in which they have strong
influence & having good relation with exporters. Company is having good repute in the
market; customers are satisfied with the services. They know that UPS delivered the
shipment on time. They are annoyed due to policy of the nomination shipments.
Company is in growing stage & getting more business from the market. Customers are
asking to launch new services like import & expedited services. There is team

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coordination among all departments. They try to solve the problem of the customer &
also help the others colleagues.

Recommendations:
 Company is having good scope. My observations & recommendations are given
below.

 Company has to introduced the special rates for heavy shipments, as competitors
are offering same to customer
 Time to introduce the import service in the market, as DHL is only player to
provide this service
 Establish of new offices in different cities
 Increase the sales team
 Training program for all department employees
 Introduction of sales scheme for the customers
 Having new equipments for their operation
 Incentives program for sales & courier
Try to focus on the marketing materials (gifts)
 Reduce the claim process time
 Ask regional office to give more tools to get more business.

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