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NETAJI SUBHAS INSTITUTE OF BUSINESS MANAGEMENT, POKHARI, JAMSHEDPUR APPROVED BY AICTE, MINISTRY OF HRD, GOVT. OF INDIA AFFILATED TO KOLHAN UNIVERSITY CHAIBASA SUMMER TRAINING PROJECT REPORT ON (MARKETING STRATEGIES ADOPTED BY FIRST FLIGHT IN JAMSHEDPUR) UNDER THE GUIDANCE OF : UNDER THE SUPERV. OF: PROF. RAHUL MR. RANJEET CHOUDHARY
(Operation manager)

SUBMITED BY

SAJJAD AKHTER
UNIV. ROLLNO: 10MBA2100230076
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UNIV. REG. NO. : 29961/2011 M.B.A. 2011-2013

DECLARATION
I here by declare that the project work entitled MARKETING STRATEGIES ADOPTED BY FIRST FLIGHT COURIER CO. LTD. IN JAMSHEDPUR submitted to the KOLHAN UNIVERSITY, is a record of an original work done by me under the guidance of PROF. RAHUL KUMAR, Faculty Member, NETAJI SUBHAS INSTITUTE OF BUSINESS MANAGEMENT, POKHARI JAMSHEDPUR , and this project work has not performed the basis for the award of any Degree/ associate ship/ fellowship and similar project if any.

SAJJAD AKHTER
UNIV. ROLL NO: 10MBA2100230076 UNIV. REG. NO. :29961/2010 MBA(2011-2013)
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CERTIFICATE

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Acknowledgement
As we know that task is single mans effort, various factors, situation and person are integrated to prove the background for the accomplishment of a task. There was a time when the goal seemed to be out of our reach. But as work progressed, our determination and the will power grew stronger and the completion of this work further confirmed our belief that where there is a will there is a way. We are grateful to Mr. B K Jha (DGM, First Flight) for allowing us to undergo the project titled MARKETING STRATEGIES ADOPTED BY FIRST FLIGHT COURIER CO. LTD. IN JAMSHEDPUR. We are much indebted to our project guide, Mr. D.S. Mathur (Area Sales Manager) and Mr. Ranjeet Kr Choudhary (Deputy Manager Operation ( J/O/B),) Who has too goods for words, who gave us valuable advice and input for our study.our study could not have been completed if we had not been able to get the reference materials from the company. We sincerely thank him for the constant cooperation guidance and incessant inspiration and without which this project would have been like a rudderless boat. Well to put in a nutshell, without his guidance and support this project would have been fulfill. We would also like to take this opportunity to extend our heartfelt gratitude to our project guide Mr. Rahul Kumar (Marketing Faculty Of NSIBM) for his guidance because of which we successsed to shape up the project in this delineate . Without his cooperation, encouragement and motivation our Summer Training Project would not have been possible and effective. Last but not least, we would also like to express our thanks to our family members who
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continuously inspired and motivated us to put in our best possible effort for the Research Work/Project Report.

PROJECT LAYOUT
CHAPTERS

PAGE NO.

Couriers priors to the indstry.............. 7 Types of couriers... 8 Working conditions of courier.. 8-9 Courier industries.. 9-10 Courier service in india. Revenue distribution Company profile .. Management. Vision & Mission. Product.. Services. Objective of the study Marketing stategies .. Operations.. Research Methodology Sources of data Sample Size, if any Methods of data collection Instrument used Statistical tools & techniques of analyses 10-11 11-12 13-14 15-16 17 18-21 22-25 26-27 27-36 37-39 40-59

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Result & interpretations

60-65

Conclusion Summary & Suggestion Measures Bibliography..

66 67 68

Annexure to auditors report. 69 Others, if any 70-71 List of contacts 72

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COURIERS PRIORS TO THE INDUSTRIES ERA

Courier or postman, Japan, hand-couriered albumen print by Felecia Beat, between 1863 & 1877. In ancient times runners & homing pigeons & riders on horseback were used to deliver timely messages, before there were mechanized courier services foot messengers physically ran miles to their destinations. To this day there are marathons directly related to actual historical messenger routes.

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TYPES OF COURIERS
In cities, there are often bicycle couriers or motorcucles couriers but for consignments required delivery over greater distance networks, this may often include trucks, railways and aircraft. Many companies who operate under a just-In-Time or JIT inventory method often utilize on board couriers are individuals who can travel at a moments notice anywhere in the world, usually via commercial airliness. While this type of service is the second costlies- general aviation charters are far more expensive companies analyze the cost of service to engage an onboard versus the cost the company will realize should the product not arrived by a specificied time (i.e. an assembly line stopping, untimely count filing, lost sales from product or components missing a delivery deadlines, organ transplates)

Working Conditions of couriers

The conditions of employment of couriers vary from country to country, city to city and even company to company. Contracts governing the relationship between individuals courier and company are subject as much to customary practice, as local ordinance. In some places couriers are independent contractors paid on commission and do not deal receive benefits such as health insurance. In other places they will be regular employees of the courier company enjoying all benefits thereof. In the us, the obama-Dubin independent to deal with the problem of working misclassified as independent contractors. It is not clear what effect this Legislation, if enacted, will have on the u.s. courier market. But if, as is the Acts intention, courier companies are forced to treat those workers that they Previously declared independent contractors, s employees, with all the
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benefits thereof, then there is no doubt that costs will rise. The employment status of couriers of one of the UKs biggest someday courier services, city sprint, was challenged by GMB trade union in December 2007. The challenge arose from the firm deciding to terminate the contract of one of its self-employed courier after a series of misdemeanors. At the time the GMB sought to establish that city sprints self-employed, sub-contractors should be reclassified as employees. Threats from the GMB went no further and no other correspondence was received by City sprint.

COURIER INDUSTRIES
A courier is a person or a company employed to deliver messages, packages, and mail. Courier are distinguished from ordinary mail services by features such as speed, security, tracking, signature, specialization & individualization of services, and committed delivery times, which are optional for most everyday mail services. As a premium service, couriers are usually mail services, and their use is typically restricted to packages where one or more of these feature are considered important enough to warrant the cost. Different courier services operate on all scales, from within specific towns or cities, to regional, national & global services. The world largest courier companies are FIRSTFLIGHT, DHL, FEDEX, TNTN.V, UPS & Araxes. These offer services worldwide, typically via a hub & spoke model. Couriers are basically a service for sending money and good at some extra cost, it involves a person a company engaged in transporting, dispatching & distributing letter, parcel and mail. In a rather layman term, it can be said that compared to normal mail service. A courier process many added feature, a courier is much faster, safer and secured than ordinary mail, it is a specialized service with authenticated signatures. It is tracking service with each service with each service being treated as a specific individual case. Dedicated timely deliverance it is primary hallmarks. These features do cost a bit extra but with so many feature available the cost leveraged. The courier industries specialized in times definite, reliable transportation services fpr do documents, package and freight, this is done by a combination of transport networking that include roads, rail, sea and air for door to door delivery, this extensive distribution system is supported by
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infrastructure that comprises hubs where houses, IT technology and human resource, as well as offices in various cities more courier companies appears on regular basis, and you may have noticed different courier logos and branding across the world. Many of these courier company operate independently. One of the main reason for the increasing in courier company in courier company is the boom in global trade, probably largely down to internet. Couriers have to deal with all sorts of request from delivering simple mail document to large electronic items computer, printer, television, simply put the courier market has grow down due to demand from customers & business.

COURIER SERVICE IN INDIA

The couriers industry has been recognized as an essential & indispensable part of economy in India. Various factor like growth of the industry segment in exports & imports and overall economic scenario of the country have contributed to the growth of countries industry. Domestic courier industry with a turnover in excess of INR 22 bin is still in nascent stage. India has more than 2300 players in the organized sector, 2000 in semi organized sector and rest of the unorganized sector. There are few major players in organized sector who have a combined market share of 90%. India courier industry was initially to all four metros, the reason was the airport connection. These metros where having the industries had its starts some 15-20 year ago. But with changing economy and technology advantage seen on a daily basis, the industry has extended fast to several metropolis, township & even rural areas. Industries have traveled a long way and now it has become a very common slight to see an office. Of courier company in the nearby locality, owing to the growing demand for reduced time and early deliverance, the industries is forecast to grow at 25%
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for the next two to three years making this one of the fastest growing segment in the transportation of cargo.

REVENUE DISTRIBUTION % Of Revenue

% of revenue dis tribution

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orga nis atio n s em i organis ation un o rga nis a tion 64

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India
1.

First Flight courier- Indias leading Courier Company.

2. Professional couriers- North Indias leading Courier Company.

1) FCML worldwide couriers- North Indias leading courier Company. . 2) LDH worldwide Express. 3) Capital mail- Familiar in bulk delivery both Domestic and International . 4) Fly king courier services Pvt. Ltd.- oldest Courier & in India. 5) Carrypak services Ltd. 6) Vaux Sever 7) UPEX Express India Pvt. Ltd.- Oldest & freight forwarding services 8) Shree Shy am Air service. 9) Araxes India- Courier & parcel delivery services. 10) Blue Dart- Integrated express transportation company. 11) DHL India- Drop-off locations & information on sending Shipment to India. 12) OCS (Overseas Courier Service) 13) Desk to Desk Courier & Cargo-Courier & Cargo services 14) Albee Express- Domestic & International Express courier Services. 15) FedEx India- Courier & freight forwarding services. 16) First Flight Courier- Domestic and international courier Services.
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17)TNT India- Domestic courier, cargo Shipment & document delivery 18) Team United Express- Domestic & international courier Services.

COMPANY PROFILE
First Flight Couriers came into being on Monday, 17th November 1986. It all began with the setting up of three offices at Kolkata, Mumbai and Delhi.

The overwhelming response from customers, was not just a dream come true, but the fruits of an early realization and recognition of the tremendous potential that the Indian subcontinent offered in

Terms of Market Size. It was the foresight and dynamism of the Founder Chairman and Managing Director, O. P. Sabo which created a spring board for the organization to catapult into what it is today Indias Largest Domestic Courier Company. 930 First Flight Offices across India 2208 Authorized Collection Centers 452 Franchisee Locations

Serving over 5000 Pin code Destinations across India Dedicated Workforce of over 10000 plus employees
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Strategically located 8 own International Offices Serving over 220 countries globally

Principal of the company The fast paced growth and widening network is the outcome of four basic beliefs:

Economy Safety Reliability Speed As a natural corollary to its growth endeavor, First Flight is in the process of setting up a large scale integrated Logistics Division to offer an entire gamut of Warehousing, Inventory Management, Supply Chain Services and Distribution Channels, thereby

providing total end-to-end solutions to customers. In keeping with times, First Flight continues to invest substantial effort in building a State-of-the-Art Super Information Technology highway.
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First Flights commitment to corporate excellence and its yearning for making it a common household name opens floodgates of opportunities and challenges and to meet it head on, shall be the corner stone of its philosophy.

MANAGEMENT
Directors and Corporate Functionaries Mr. O.P .Sabo (Chairman & Managing Director)

Mr. N.K. Somali (Deputy Managing Director)

Mr. R.K. Sabo (Deputy Managing Director)

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Mr. Mahesh Pareek (Director - Finance) Mr. A.K. Srivastava (Director)

Mr. M.L. Sabo (Director)

Mr. Vijay Kumar (Vice President - Tamil Nadu, Karnataka)

Mr. Sumant Jha (Vice President - Delhi, West Bengal, Jharkhand, Bihar, Orissa)

Mr. Rajesh Rattan

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VISION
We are a team of professionals committed to corporate excellence. We thrive on innovations through dedications, commitment. Team work, sincerity and honesty to achieve 100% customer satisfaction. We have vision of making first flight a household name in India and have high global visibility. We aspire to develop high competency and achieve zero error in service through high technology and be synonymous with quality service and become 150 million used groups by 2010.

MISSION
We seek to be , and be recognized as a responsible, fair and profitable organization committed to providing our customers, a precise prompt and courteous service; for our employees, a sprit of family and opportunity for personal growth; for our shareholders, a fair profit and for the community support for activities that enhance the quality of life.

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PRODUCTS
DOMESTIC Range of Products Customised Services Value Added Services

Scope of Services The focus of the company is to cater to the needs of all sorts of customers. The scope is as follows :

Domestic Express Mode (Documents and Non-documents) : A guaranteed and prioritized upliftment through our own aircraft and /or by the fastest and first available commercial airline and surface mode. Wherever air routes apply, a Courier accompanies your load to destination and ensures immediate retrieval from the Airport and delivery affected in the least possible time.

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INTERNATIONAL First Flight brings the same quality of service and value enjoyed by our domestic customers to international shipments. Along with on-time deliveries, we also give extra importance to the safety of your products. Therefore our customers can be relieved of all worries while dealing with us.

First wings :Domestic Cargo Mode (First Wings): An unmatched and reasonably designed tariff, to suit requirements of your bulk shipments of any nature. In view of First Flights own aviation operations and strategic underwritten space with commercial airlines, a prioritized, safe and speedy handling of load is ensured.

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Emotional bonds:-

First Flight provides you with a simple yet innovative way of maintaining relationships with your dear ones in this fast-paced age - Emotional Bond. Emotional Bond delivers everything from greeting cards, sweets, cakes or dry fruits on your behalf to any part of the country. All you need to do is provide information of the people you want to greet by indicating the special occasion and you can be rest assured that your consignment will reach your loved ones on time

Tours and travels:First Flight Tours and Travels is a division of First Flight Couriers Limited providing travel assistance to International and Domestic destinations, to include Air tickets, Package Tours, Foreign Exchange, Passport and Visa Assistance. We also facilitate Corporate Conferences, Exhibitions and Hotel bookings at the most competitive rates and tariffs. First Flight Tours and Travels is an IATA approved agency with excellent rapport with a number of domestic and international airlines.

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Company offer: Domestic Air Ticket International Air Ticket Package Tours Visa and Passport assistance Foreign Exchange Hotel Bookings Car Rentals Facilitation of Exhibitions and Conferences

Flexi pack. :At First Flight, innovation is the key. To ease your need to send shipments that dont have a particular size or format, a service specially designed for you Flexi pack. This unique service allows you to deliver packages of 5 kg or more without worrying about the size or dimensions of your package. Which means, whatever you wish to deliver does not necessarily have to fit into a standard square box?

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SERVICES
Pickup request Email tracking Sms tracking Line hauls

Network Expansion Plans 1. Setting up of our own offices in the remaining 175+ District Head Quarters in India. 2. Estimated completion of this project by this end of 2010 Financial Year. 3. This will make FFCL, the only courier company to be present in all the districts head quarters in India next to only India post.. With this achievement, FFCLs yearning for making it a common household name will be a reality. An unbelievable reach covering entire nook and corner of the nation. Payment Delivery 1. First Flight is the largest courier company on India handling online (internet & TV) B2C consignments. 2. Collecting cash/ demand draft against delivery on behalf of customers. 3. Safe and secure systems to handle ans store of valuable shipment PAN India. 4. Automated MIS for controls and monitoring
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LINES HAULS
There are three types of line hauls adopted by first flight. For the local cities /station For the metro cities/station For the international/out of nation 1.For the local cities /station There are seven main line hauls& two local line hauls are available of first flight for the local cities..

Main line hauls

1.

Kolkata cities

All metro

2. 3.

Patna Ranchi

All places of Bihar All Jharkhand

4. Raipur
5. 6. 7.

Bhubaneswar Shambalpur Barbell Nawamandy

East Orissa West Orissa Chaibasa ,

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Local line hauls

1. Ghatsila 2.Chakradharpur

2.For the metro cities/station

All metro cities document first of all goes to Ranchi & Kolkata. At that places all Dox or nondox items are shorting according to the places then sending their respective places

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Ranchi Kolkata

For the
All documents first of all goes to Kolkata. At that places all dox or nondox items are shorting according to the places then sending their respective places

international/out of nation

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OBJECTIVE OF STUDY
Marketing Strategies adopted by first flight in Jamshedpur
As the topic itself reveals that, the main objective of the study is to know about the Marketing Strategy Adopted by the company. Like other market, courier market is also highly today, each and every company wants to grow
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and therefore it has to indulge in continuous research and development just to come up with respectively new and innovative ideas and services. But only the development of a new product or service will not help the company unless its service have some different advantage so that it marketed well and is accepted with great zeal and satisfaction by prime customers. To market the courier services, it is necessary to know the market share of the courier industry.

The other various subsidiary objectives are as follows : To give practical knowledge to bridge the gap between theory and practice. while doing this project work a lot of thinks were learnt which can not be learnt while sitting in the class room.

To understand the dynamic marketing forces that shakes the consumer buying believing . To understand the concept of brand positioning and the may company goes in on deciding about the positioning strategy.

My topic is concerned with the Marketing Strategy Adopted by First

Flight so it is described below :27

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MARKET STRATEGIES
Marketing strategy can be defined as, a set of well planned, consistent, appropriate and realistic set of plans and programmed with which an organization aims to achieve its long-term marketing business objectives in a competitive environment. The Marketing strategy will be formulated taking into consideration the following factors : Organizations objectives, and terms & conditions; Size and type of market; Competitive characteristics, type and size of competition ; Companys business volume and market share ; Government policies.

1. ORGANISATIONS OBJECTIVES, AND TERMS & CONDITIONS

Objectives : Team work, sincerity and honesty to achieve 100% customer satisfaction.

We have vision of making first flight a household name in India and have high global visibility.

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We aspire to develop high competency and achieve zero error in service through high technology and be synonymous with quality service and become 150 million used groups by 2010.

We seek to be and be recognized as a responsible, fair and profitable organization committed to providing our customers. A precise prompt and courteous service; for our employees a sprit of family and opportunity for personal growth; for our shareholders a fair profit and for the community support for activities that enhance the quality of life.

Terms & conditions: The consignor acknowledges that the present Consignment Note is non negotiable and has been prepared by the consignor or by FFCL on behalf of the consignor as per instructions of consignor and its contents shall be binding on FFCL and consignor.

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The consignor warrants that he is the owner or the authorized agent of the owner of the goods / articles transported under this consignment Note and that the consignor accepts present terms and conditions for himself and /or as an agent for and on behalf of any other person having any interest in the consignment.

The consignor bar rents to the FFCL that the description of the consignment/ goods as noted on this consignments not confirms accurately to the actual content thereof and if does not contra venue the provision of the Indian postal act or any other law.

2.

SIZE AND TYPE OF MARKETS :First Flight branches increasing year wise :

Year 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010

Branches 625 720 751 770 930

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First Flight branches increasing year wise :

1000 900 800 700 600 500 400 300 200 100 0 930 720 625 Branches 751 770

branches

2005-2006 2006-2007 2007-2008 2008-2009 2009-2010 year

First Flight Employees increasing year wise :

Year 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010

Growth in Employees 7548 8000 8500 8800 10000

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First Flight Employees increasing year wise

12000 growth in employees 10000 8000 6000 4000 2000 0 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010 year 7548 10000 8000 8500 8800

Series1

First Flight Employees Shipment handle year wise

Year

SHIPMENT HANDLE

2005-2006 2006-2007 2007-2008 2008-2009 2009-2010

53 64 73 84 98

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Shipment Handle
120 Count in Million 100 80 60 40 20 0 2005-2006 2006-2007 2007-2008 2008-2009 2009-2010 Financial year 53 64 73 84 98 Series1

4.COMPANYS BUSINESS VOLUME AND MARKET SHARE :-

Financial growth in the(last 5 years)

Year

Growth in crores
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2006-2007 2007-2008 2008-2009 2009-2010 2010-2011

239 284 342 353 398

Financial growth in the(last 5 years)

450 400 350 300 250 200 150 100 50 0 398

Growth in gross

342 284 239

353

Series1

2006-2007 2007-2008 2008-2009 2009-2010 2010-2011 Financial year

Shipment picked (last 5 year)

Year 2006-2007 2007-2008

Growth in crores 73 85
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2008-2009 2009-2010 2010-2011

98 85 87

Shipment picked (last 5 year)

120 Gross in crores 100 80 60 40 20 0 2006-2007 2007-2008 2008-2009 2009-2010 2010-2011 Financial year 73 Series1 85 98 85

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Sales forecast for(next 5 year)

Year 2006-2007 2007-2008 2008-2009

INR in crores 463 546 654

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2009-2010 2010-2011

761 899

Sales forecast for(next 5 year)

1000 INR in crores 800 600 400 200 0 20062007 20072008 20082009 Financial year 20092010 20102011 463 546 654 761 899

Series1

5. Government Policies :1. User Eligibility The Web Site is provided by First Flight Couriers Limited and available only to entities and persons over the age of legal majority who can form legally binding agreement(s) under applicable law. If You do not qualify, You are not permitted to use the Web Site. 2. Scope of Terms of Use
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These Terms of Use govern Your use of the Web Site and all applications, software and services (collectively, Services) available via the Web Site, except to the extent such Services are the subject of a separate agreement. Specific terms or agreements may apply to the use of certain Services and other items provided to You via the Web Site (Service Agreement(s)). Any such Service Agreements accompany or are listed in association with or through a hyperlink associated with the applicable Services.

3. Modifications First Flight Couriers Limited may revise and update these Terms of Use at any time. Your continued usage of the Web Site after any changes to these Terms of Use will mean You accept those changes. Any aspect of the Web Site may be changed, supplemented, deleted or updated without notice at the

sole discretion of First Flight Couriers Limited. First Flight Couriers Limited may also change or impose fees for products and services provided through the Web Site at any time in its sole discretion. 4. First Flight Couriers Rate and Service Guide and Tariff In addition to any other terms and conditions that may be applicable to such transaction as provided in these Web Site Terms of Use and the Service Agreement(s), the First Flight Couriers Rate and Service Guide applicable to You and the First Flight Couriers Tariff (to the extent it is applicable to You)

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in effect at the time of shipment govern Your use of First Flight Couriers transportation and related services. 5. First Flight Couriers Limited Privacy Policy The First Flight Couriers Limited Privacy Policy governs the use of information collected from or provided by You at the Web Site. With respect to any individual whose personal information is provided by You to First Flight Couriers Limited, You represent to First Flight Couriers that You have obtained all necessary consents for the processing of such personal information contemplated by the Services You are using and by the First Flight Couriers Limited Privacy Policy, including the transfer of such data to other countries whose laws may not provide the same level of protection for the personal data as the laws of the country of origin of such individual.

OPERATIONS
The four major operations handled in the operation process are :

Incoming Outgoing Transshipment MIS

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Incoming operation:1-The incoming consignments are carried to the destination hub through

OTC-the incoming consignments carried to destination hub by train. OBC- the incoming consignments carried to destination hub by air services (eg flight). FEEDER ROUTE- the incoming consignments carried to destination hub by SFC CARGO.

2- All the incoming consignments are packed in the bags. After the load arrived, operation has to take weight of each bag which is necessary while making of contra alert and load confirmation. 3- After the verification load of branch/hub branch will tally the load separately i.e. ppx and dox for making their branch load quickly. This will help the hub to dispatch the load to the local branches for its early delivery.

4- Each bag may contain dox and the parcels. Documents are the papers that may be any bank statement, reports etc. and parcels are the heavy weight bags having more than 3 kgs. 5-Each bag contains number of OGM packets and each OGM packets contains a series of consignments.The maximum number of ogm packets that a bag can contain is 45 and The maximum number of consignments that an ogm can contain is 45

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OUTGOING PROCESS :

First flight provides both the services to the customers that are pick-up request and delivery of the consignments. All the consignments from the different stations are collected and is deposited to the main hub. Then this consignments are sorted destination wise of next hub wise. Unlike the incoming process, here first of all is recorded, then OGM number, and consignment last of all the BPL number. The fieldnames for this particular entry are:

load(bus, train, air etc) destination code() Packet number, OGM number, Consignment number.

For outgoing of the documents the following entries are done in the command prompt window given below

For outgoing of the parcel the following entries are done in the command prompt window given below

The status of a particular C/ment can also be retrieved as below.

TRANSHIPMENT :-

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The transfer of shipments from one conveyance to another for further transport. Shipping goods to an intermediate destination where they are reshipped to the ultimate buyer. All the details ie. date and time, destination name of the consignment recorded on a format.The field names are incoming load (train number etc), origin, incoming packet number, receiving date and time. The outgoing details are outgoing load( train number), outgoing packet number, dispatch.

MIS :This function generally deals with the report generation regarding proper delivery of consignment, number of pending consignment, generation of revenue on daily basis, monthly basis, and yearly basis.

RESEARCH METHOLOGY
Research is an activity of systematic search for approachable and appropriate information on the certain topic. This is nothing but re-searching means certain research done in past in the same topic. It is doing in the process of finding new facts and figures. Research methodology defines activity of research, how to measure, proceeds and what make success.
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Data used in this project is collected through primary data. Secondary data is collected from various magazines, websites and some past research records.

1.)Sources of Data
Data requires for the research work can be made available form the different source; they could be classified in to two groups - Primary data and secondary data. Primary data give the first hand information for specific purposes in hand. These data are also called as original data. These data are fresh right from the begining to the end, whereas secondary data consist of information that already exits.In other words we can say data collected by someone and used by someone else is known as secondary data.
a) Primary source: Includes living person, in my survey primary source

constituted of the customers who are using the service of Courier. b) Secondary source: Includes already collected data whether published or unpublished, such as official database, magazines and journals.

Data used in this project is collected through primary data. So method of collecting primary data of First Flight :The persons who plans and conducts the statistical investigation is called the investigator i.e. First Flight. Those who go out in the field to collect actual data are called the enumerators i.e. me. And the respondents provide the actual data, by answering the questions in the questionnaire. Primary data may be collected by using any of the following methods : 1. Direct Personal Investigation
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2. 3. 4. 5.

Indirect Oral investigation Information Through Correspondents. Information Through Mailed Questionnaire. Questionnaire Through Enumerators.

Primary data are collected in First Flight i.e. Questionnaire Through Enumerators. Under this method, information is collected on the basis of a questionnaire through the enumerators. The enumerator himself goes to the

informants.Questionnaire is filled up by him on the basis of the answers given by the informants.

2.)Sample Size, if any My samples size is of around 300 samples.

3.)

Methods of data collection

There are mainly two ways in which the required information for a statistical enquiry can be obtained. These are : Census Method Sampling Method

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When a small group is taken as the representative of the whole, the study is called sampling study. Sampling allows us to concentrate our attention upon a relatively smaller number of items and hence, to devote more energy to ensure that the information collected from them is accurate. When the whole area or population of person is contacted the method is known as census method. In my survey I Have Used sampling Method.Because i have visited different different industry, factory, showrooms,banks, insurence company, shops etc. So its a very difficult task to get information from each particular of any industry. Thats why i prefered sampling method under this just i met with Propriter, Manager or superviser of the company and through questionnaire i got relevent information.

4.)Instrument used
a) First Flight Customers Record Diary :-

In this diary, credit customers of First Flight are mentioned area wise by which its a very easy to find out who are the customers of First Flight and who are not. So just i had to target those who are not the customer of First Flight. So this diary worked like a magic.
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b) Questionnaire :-

A questionnaire is a list of questions relating to the field of enquiry and provides space for answers. It may be defined as an instrument of collecting primary data from a large number of persons.

DATA ANALYSIS
Data analysis is one of the important step of the market research. Here the data collected through the market is analyzed by using different statistical tools. So,on the basis of data collected through customer satisfaction survey,data analysis has been done. I Have visited different different area of Jamshedpur for survey basically Adityapur (phase 1 to 6), Gamharia, Kandra, bistupur etc.I covered almost all industry, showrooms, delears shops, banks, insurance company,

offices etc. in above mentioned area.I met with the Propriter, Manager,Supervisor and asked question as per the questinnaire . By doing so, i have got different different ideas, thoughts, perception etc. with them as well as how they talk, react etc. overall we can say that was a nice experience for me.

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Once the fieldwork has been completed by gathering the data to solve the research problem, the data must be manipulated, or processed.

Data analysis focus on customer through questionnaire :1. Personal Details Name of company + Address Authorised person + Designation + Contact nos./visiting card I have already mentioned above that i visited different different industry, showrooms, banks, dealers shops, insurance co. And my sample size is around 300.
This is the first question i asked, personal details when i visited the industry.

2. Which type of transportation prefer for sending courier? Public Transport

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Cargo/Surface/Air Own Vechile

TRANSPORTATION PREFERENCE OF CUSTOMER

PERCENTAGE(%) 16.6 10 46.7 5 21.7 100

Public Transport Cargo Surface Air Own Vechile

Total

50 30 140 15 65 300

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In this graph, 50 customer (i.e 16.6 %) uses Public Transport, 30 customer (i.e 10) uses Cargo, 140 customer (i.e 46.7) uses Surface, 15 customer (i.e 5) uses Air and 65 customer (i.e 21.7%) uses Own Vechile out of 300 customer.

3.Name of Courier you using ? : First Flight DTDC Overnight Express

TNT
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DHL Blaze Flash Others

NAME OF COURIER COMPANY E

PREFERENC OF CUSTOMER

PERCENTAGE (%)

First Flight DTDC Overnight Express TNT DHL Blaze Flash Others TOTAL

105 60 20 05 03 40 67 300

35 20 6.7 1.7 1 13.3 22.3 100

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In this graph, 35% customer (i.e.105) using First Flight, 20% customer (i.e 60) using DTDC, 6.7% customer (i.e 20) using Overnight Express, 1.7 % customer (i.e 05) using TNT, 1% customer (i.e 03) using DHL, 13.3% customer(i.e 40) using Blaize Flash, and 22.3% customer (i.e. 67) using others.

3. What is the factor for which you prefer a particular courier company ? Price Service Brand Image Customer Loyality

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FACTORS PRICE SERVICE BRAND IMAGE Customer Loyality TOTAL

PREFRENCE 70 150 60 20 300

PERCENTAGE (%) 23.3 50 20 6.7 100

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In this pie chart, PRICE influenced to 70 customer (i.e 23.3%), SERVICE influenced 150 customer (i.e 50%), BRAND IMAGE influenced 60 customer (i.e 20%), and CUSTOMER LOYALITY influenced 20 customer (i.e 6.7%) out of 300 customer.

4.

How frequently you use the services in a month ?

(0 - 10) times (10 - 20 ) times (20 - 30) times Daily As per need they use the services in a month.

5. Which are the places where you send your document most often ?
Within Jamshedpur Within State Out of State
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PLACES Within Jamshedpur Within State Out of State TOTAL

PREFER 70 140 90 300

PERCENTAGE(%) 23.3 46.7 30 100

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In this pie chart, 23.3% customer (i.e 70) send their document within jamshedpur, 46.7% customer (i.e 140) within state, and 30% customer (i.e 90) out of state.
6.

Level of satisfaction with existing courier company? 0 - 25% 25 - 50% 50 - 75% 75 - 100%

SATISFACTION LEVEL 0 - 25% 25 - 50% 50 - 75%

NO. OF CUSTOMER 15 30 75
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75 100% TOTAL

180 300

In this graph , Satisfaction Level of 15 customer is (0 25%), 30 customer is (25 50%), 75 customer is (50 75%) and 180 customer is (75 100%) out of 300 customer.
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7.

Expenses end of the month in Transportation/Courier/Cargo ? When i asked this question then i got information that expenses depend

upon customers demand. How frequently letters, documents etc. end of the month.

they send their consignment,

8.

What is the percentage of awareness level of First Flight according to

you?

0 - 25% 25 - 50% 50 - 75% 75 - 100%

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AWARENESS LEVEL 0 - 25% 25 - 50% 50 - 75% 75 - 100% TOTAL 20 30 50

CUSTOMER

PERCENTAGE

6.7 10 16.7 66.6 100

200 300

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This graph shows , that Awareness level of 20 customer is (0 25%), 30 customer is (25 50%), 50 customer is (50 75%) and 200 customer is (75 100%) out of 300 customer.

9. How did you come to know about First Flight Courier services ? Referrals TV Print Media
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Phamplets Yellow Pages

MEDIUM Referrals TV Print Media TOTAL

CUSTOMER 250 20 30 300

PERCENTAGE (%) 83.3 6.7 10 100

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When i asked this question with 300 customer, how did you come to know about First Flight Courier services then i got information that 250

customer came to know by Referrals, 20 customer came to know by TV, and 30 customer came to know by Print Media.

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10.

What is your perception regarding freight of First Flight w. r.t. Documents, goods and services etc. Satisfied Very Satisfied Dissatisfied

SATISFACTION LEVEL SATISFIED VERY SATISFIED DISSATISFIED TOTAL

CUSTOMER

PERCENTAGE

150 100 50 300

50 33.3 16.7 100

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This graph shows that, 150 customer is Satisfied (i.e 50%), 100 customer is Very Satisfied (i.e 33.3%) and 50 customer (i.e 16.7) is Dissatisfied out of 300 customers.

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RESULTS& INTERPRETATION(FINDINGS)
I have collected data through questionnaire which is given by the company. Whatever the data has been gathered that is present in the form of table, graph and pie chart which is mention above in the Data Analysis. Results and Interpretation is done on the basis of question asked in data analysis, these are : First question is concerned with the personal details of the customer.
2nd graph shows that 140 customer uses surface that is the highest level

of preference of customer and the 2nd highest preference of customer is own vehicle and the lowest one is air.
3rd graph shows that preference of the courier company by the

customer. So 35% customer(i.e 105 ) prefer First Flight that is the higest one, 20% customer (i.e 60) prefer DTDC that is the 2nd highest and DHL is a lowest one because its cost is very high which can not afford common customer. 67 customer prefer others couriers company like Akash ganga, United courier, Shyam courier, Fly king, steel city, Nitiengal courier etc. because they provide service in a low cost.
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4th one is concerned with the factor for which you prefer a particular

courier company with respect to price, service, brand image and customer loyality. So this pie chart shows that 50% customer prefer service of the company, 23.3% customer prefer price factor and 6.7% customer i.e the lowest one prefer customer loyality.

5th question is concerned with how frequently you use the services in a

month, so as per need the service is used. It may be (0 - 10) times,(10 20 ) times, (20 - 30) times in a month or Daily.

SWOT ANALYSIS

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Strength
First flight has a good brand image First flight believes in speed. First flight is only one courier company in the world and in India as well which provide few specialty service like emotional bond, flexy pack , etc.. First flight has a good financial position First flight has a wide range of product It has big credit customer like all offices of Tata industry (Tata motors, Tata communication,),Jmt , coca cola, Pepsi, all the big showrooms of vehicle , insurance company ,etc

Weakness
First Flight has overlooked small customers First flight services are little bit costly from the other local company. It has lacks of warehouse and distribution centers.. First flight does not do any advertisement.

Opportunity
It can increase its sales by reducing the cost, so that it can sell it product at lesser price. It can upgrade its position if it makes alliances or merges with small rivals, which are doing well at different zones of the country. 65

[Type text] First Flight can increase its profit if it gives more emphasis on direct marketing with the customer. First Flight should look for areas, where there is no services of other couriers at all. First Flight should market its products and services on a broader horizon. First Flight should forge into those product ranges, which is feasible for its diversification. First Flight should seek for new market globally, where things are favorable for it. They should go for merger and acquisition.

Threats
Small rivals are emerging at different parts of the country. Low prices of the rival's service are a great threat for the First Flight. Timely deliveries of the services by the competitors are putting more Threat to the First Flight .

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Porters Five Forces Model also define threats:A useful framework for analyzing the competition facing a firm has been provided by Michael Porter. His model illustrates the relationship between the existing competitor and potential competitors in a market and identifies five forces, requiring evaluation : 1. The threat of new entrant 2. The threat of substitute products 3. The intensity of rivalry between competing firms. 4. The power of suppliers. 5. The power of buyers. New Entrants

Suppliers

Industry Competitivene ss

Buyers

Substitute Products

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1. The threat of new entrant:-

The threat of new entrants may disturb the market equilibrium and even upset the marketing plans and programs of existing firms. This is highest where are low barriers to entry. The threat becomes reality when a strong and large company in one segment of the market or one geographic market decides to exploit other geographical market.

COMPETITORS OF FIRST FLIGHT IN JAMSHEDPUR :Organized courier co.

Unorganized courier co. FLY KING AKASH GANGA UNITED

DTDC TNT OVERNITE EXPRESS COURIER BLAIZE FLASH COURIER DHL COURIER

NITIENGAL

SHYAM

2. The threat of substitute products/services :-

Substitute products are likely to emerge from alternative technology. Initially, new technology may be costly but as the technology and expenses curve develop, the economy of scale change considerably.
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Speed post Registry

3. The intensity of rivalry between competing firms :-

The intensity of rivalry high if two are more firms are fighting for dominance in the fast growing market.
4. The power of suppliers :-

The power of suppliers is likely to be high if the number of supppliers are few and or raw materials,components and services are in sort supply. The power of suppliers is also due to the technology of products which is difficult to initiate. At the time of transhipment the company (first flight) treis to tie up with the another company for giving the services. for this work that company(TNT , DHL, ETC...) is more powerful than this company.
5. The power of buyers :-

The buyers power is likely to be high if there are relatively few buyers, if there are many alternate sources of supply, and if the buyers incurs only low cost in switching between suppliers.

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CONCLUSION
There has been a overall great & enriching experience for me on going through this project. I got insight knowledge of Courier Industry, that is one of the fastest growing industry & scope is too large. There is an exposure to the corporate environment & culture. There is a real marketing zeal on visiting to different market place & meeting with customers & getting the knowledge of their areas of operation, through this I also got insight of sectors like Banks, Insurance company, Showrooms, Dealers shops, and different different industry such as auto industry, hardware, manufacturing and fabrication etc. marketing strategy is the main objective of my project study so i would say that, success or failure of a domain depends upon customers reaction competitors offer of their products and services and their marketing strategies. All marketing efforts should take into concentration the analysis before evolving a suitable marketing plan. Basically, all companies will try to build up product policy and marketing efforts to have some edge. A good competitor would know what, how and when to fight in relation to what they can offer to consumer. It is well known that firms would make better products give or services at a responsible cost so that they have the price advantage. All the customer that i have met of First Flight they all are satisfied with the products and services of the company. Some of the advantage of First Flight are : delivered in schedule time, affordable price, pick up facility for the credit customer, online facility etc. by which customer can avail all these facility.
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From different different courier company where i collected information, after analysing i found First Flight is a leading courier company in India.

SUGGESIONS
First flight courier company is one of the largest network among the courier industry and a working force of highly proffetional and tallented staff. yet something is missing and that is promotional aspect , ie., advertisment through electronic media, print media, etc. in the service industry like courier industry number of company are running in the market, and customer perception about companys services greatly affected by the way of the company promoters. The sugesion given in the following may be considered to help first flight courier company to operate in the market and also for safe and sound lines. Advertisment policy should be improved. They should advertised about his fast services through electronic media like T,V., radio, etc. print media like as: hoardings, wall printings, local & national news papers and various leading magzines etc.

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BIBLIOGRAPHY

Marketing management : Philips Kotler (Personal Education)

Marketing management :S.L Gupta and R.L Warsney Marketing management : Biplab S. Bose Websites of first flight : www.first flight .net: www.google.com Magazines and Journals Times of India : Expert opinion. Company journal: (1) (2)
(3)

Office Document Annual Report. First Flight

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ANNEXTURE TO THE AUDITORS REPORT

Auditors report of even date to the members of First Flight Couriers Limited on the financial statements for the year ended 31st March,2010. The company is maintaining proper records showing full particulars including quantitative details & situation of its fixed assets ,however comprehensive fixed assets register is being complied. According to the information and the explanation given to us,all the major assets have been physically verified by the management during the year and no material discrepancies between the book records and the physical inventory have been noticed.in our opinion .the frequency of verification is
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reasonable having regard to size of the company and the nature of its assets. In our opinion and according to the information and explanation given to us, a substantial part of fixed assets has not been disposed off by the company during this year.

QUESTIONNARIES IF ANY
Marketing Survey of companies 1) Nature of your business? a) logistic b) real state c) textile d) others 2) Does your service provide for transportation for your goods? a) yes b) no 3) Which types of service provider you require? a) Courier b) Cargo c. Logistic 4) How often you use there services? a. Daily b. Weekly c. Monthly d. Transport d. Others

5) Which sector/ area/ destination you require service most?

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a) eastern b) western c) southern d) nortern 6) What are your priorities for selecting your service provider? a. Quality services b. Price c. Safety d. Time limit 7) What is strength and weakness of existing service provider? 8) What is your next option incase of fail of existing service provider? a) first flight b) blue dart c) blaze flash d) local couriers 9) Does they satisfy with their services? How you rate? a. Excellent b. Good c. Satisfactory d. Average

Marketing Survey of logistics companies 1) Office Types? a. Own office b. Franchise office

2) Engaged field staff are on? a. Own payroll b. Outsourcing 3) Number of employee engaged in office? a) below 15 b) 15-30 c) 30-50 d) above 50 4) Which mode company using to carrying in office? a)
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5) Average incoming in a day from this office? a) 0-5000 b) 5000-10,000 c) above 10,000 6) Average outgoing in a day from this office? a) 0-5000 b) 5000-10,000 c) above 10,000 7) Average sales revenue in a month from this office? a) below 50,000 b) 50,000-100,000 c) above 100,000 8) Immediate HUB of the couriers station? a) sakchi b) bistupur c) mango d) others 9) Do youve tracking facility of parcel/ document? a. Yes b. No

LIST OF CONTACTS
Company names

Contact no. 0657-6548019 09430711444 0657-2424347 09934316143 09709059807 0657-2227416 09386819060 09661507361 09308194168

Samsung shoppee Muthoot finance Sinshania interiors Ashok layland Gaurav enterprises Net solution(lenovo) Baazal kolkata Religare insurance ltd. Digio techonology And many more..

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