Research Methodology
6. Data Analysis and Interpretation
The data collected through the questionnaire are analyzed to know about the respondents opinions about various particulars asked in the questionnaire. The data collected from the
[CHAPTER 6]
Data Analysis and Interpretation
questionnaire was entered into spread sheet and the data has been interpreted. The questionnaire comprises of fourteen questions with subparts for each.
The topics covered are with decisions of each operational area, employee numbers of each firm, profitable area in operation, catering location, service offering, organizational effectiveness, inventory, location, product availability and customer satisfaction.
a) Which are the logistics services organizations offers?
Table -1 Service Offer
Sl. No. Service Percentage
1 Freight 100
2 Warehousing 89
3 Crossdocking 88
4 Network Design 66
5 Value Adding 98
Chart-1 Service Offer
The pie chart above shows the service offer of each organization. The chart shows that 100%
of the respondents provide freight service and almost 90% provide Warehousing and Crossdocking. Only 66% were providing service of Network Design. Other service includes value adding, which represents 98% of the sample. It includes packaging, labeling etc.
b) Operating with other logistical providers and reasons for decisions.
Table -2 Operate With Logistical Providers
Sr. No. Decisions Percentage
1 Operational Stability 11
2 Cost Effectiveness 10
3 Customer Needs 36
4 Other 96
Chart-2 Operate With Logistical Providers
The pie chart above shows the operational decisions and reasons for operations with other logistical providers. The chart shows that 96% of the respondents operate with other service providers for different reasons like coordination, clearance, bulk operations etc. Almost 36%
have operations with other providers as per customer needs. Only 11% and 10 % were providing service along with other providers for the purpose of operational stability and cost effectiveness respectively. It is stated that 96% of organizations operate with other logistical providers and remaining 4% as standalone.
c) What is the mode of decisions regarding the operations?
Table-3 Mode of Decision
Sl.
No.
Operational Decision Percentage
1 Strategic 37
2 Tactical 88
3 Operational 63
Chart-3 Mode of Decision
The pie chart above shows the mode of decisions regarding the operations. The pie chart shows 88% of organizations take tactical decisions followed by 63% with operational decisions and 37% strategic decisions. Most of the organizations have a mixture of all the decisions in their day to day as well as in long and short term plans.
d) Which is the area of the activity, that organizations feel best in their service?
Table-4 Best Activity
Sl. No. Service Percentage
1 Freight 98
2 Warehousing 86
3 Crossdocking 87
4 Network Design 4
5 Value Adding 97
Chart -4 Best Activity
The pie chart above shows the best activity which organization feels in their operations. The pie chart shows 98% of organizations have freight in the predominant area, followed by 86% of warehousing. Another significant area is Crossdocking with 87% as best activity. There is only a minor activity based on network design with 4% in pie graph. Most of the organizations have a mixture of all the activities in their day to day and 97% of organization says other activities bring in more revenue and the best of their activities, which includes packaging, labeling etc.
e) Number of employees in each type of the service rendered of the organizations
Table-5i Employees Sl.
No.
Departments In Organizations Number of People in Each
Percentage
1 Top Management 452 11
2 Operations 468 11
3 Accounts / Finance 451 11
4 Marketing 517 13
5 Human Resource 371 09
6 Documentation /Others 1847 45
Table- 5ii Employees in Lintas F&L
Sl. Lintas F&L : Departments Number of Percentage
No. People
Percentage 14 18 18 14 0 36
Other
Organization
Employees % 11 11 11 13 9 45
Chart-5i Employees
The line charts above shows the comparison of employees in each functional division of organization with Lintas Freight and Logistics. The line chart shows around 14 percentages of people belong to top management and industry standards has 11 percent, followed by 18% for
operations and industry standards has 11%. Human Resource has to be enhanced and need to be further improved or need to start in the organization. Documentation also needs to be further strengthened. Marketing comprises of 14% working in the said area. Most of the organizations have a mixture of top management with marketing in their activities and functional area. Human Resource comprises of 371 people and other main area is documentation and workers in the areas of loading, operational area. This comprises of only 36% and industry standards are of 45%.
f) What are the locations to which the company caters to?
Table- 6i Catering Locations
Chart- 6i Catering Locations
Chart – 6ii Catering Locations
Asia Europe USA Autralia Africa Russia ME Other
Lintas Freight 0
0.2 0.4 0.6 0.8 1
Lintas Freight Other Organizations
The pie chart above shows each organizations catering location in the world. The chart shows 100% of organizations cater to Asian region followed by 6% to Europe and 89 % to USA. Each organization has tremendous catering locations with 86% to Australia, 71% to Africa, 98% to Russia, 98% to Middle East, and 90 % to other locations. Locations mentioned as other is company catering frequently with repeat orders of customers. Chart 6ii shows Lintas Freight and Logistics can enter European markets and other favourable market is Africa. This can be looked into very seriously in future business.
g) Which division of logistical activity earns the maximum rate of profit for each organization on a scale of 1-10 and overall profit of each organization?
Table-7i -Maximum Rate of Profit (Lintas F&L Compared with Industry Average) Profit Scale (1 - 10) Freight Wareho
using
Crossdocki ng
Network Design
Othe r
Lintas F&L Profit Scale 9 4 5 0 6
Industrial Profit Average 7 6.41 5 5 6
Chart-7i - Maximum Rate of Profit
Table-7ii –Profit of Organization (All Services Combined)
Lintas F&L Industry Standards Profit Level in
Percentage 13 15.39
Chart - 7ii –Profit of Organization (All Services Combined)
The bar chart shows each organizations maximum rate of profit in each area on scale of 1-10, where 1 denotes least profit and 10 denotes the service that fetches excellent profit. The chart shows Lintas F&L has ample amount of profit in Freight area followed by Crossdocking and other value adding activities with 9 and 6 in scale. The chart 7i shows industry average value is 7
for freight followed by 6.41 for warehousing. It is inferred that freight is giving ample amount of profit and Cross-Docking, Other including labeling and packaging has industry standards. The chart 7ii shows profit percentages said by each organization. We can infer that overall profit percentage for Lintas F&L has 2.39 percentages lesser compared to industry average. The organization should implement more strategies to reach industry mark.
h) Comparison of service offered by Lintas F& L and rating of other organization in the industry on a scale of 0- 4.
Table-8 Service Comparison (Scale 0-4) Ease of
Service
Client Handling
Customer Service
Website Employee Efficiency
Lintas F&L 3 4 4 2 3
Industry Average 3.84 3.76 3.82 3.29 3.83
Chart-8 Service Comparison
The chart shows Ease of Service is not up to the mark, it shows only 3 for Lintas F&L and the industry standards is 3.84. So organization can increase their Ease of Service. Client handling is satisfactory compared with industry standards. Customer service also has remarkable value compared with industry. Major area to look into is Website easiness, Employee Efficiency. It can be brought up with a considerable effort by proper handling of human activities by Human Resource Department.
i) What is the significant lead-time for each service rendered with previous years data of each organization?
Table – 9ii Lead Time in Days LEAD TIME IN
DAYS(LT) Freight LT
Warehou sing LT
Crossdoc king LT
Network Design LT
Other LT
Lintas F&L 21 20 30 0 21
Industry Average 23 22 24 10 24
Chart – 9ii Lead Time in Days
The above chart shows the service executed last year in logistics area and the significant lead-time of each area. The chart shows 4122 numbers of freight service jobs has been executed with average lead-time of 21 days. Similarly warehousing jobs with 224 and lead-time of 22 days.
While comparing with industry standards Freight is dominating and similarly the main lucrative area is other (Packaging, Labeling etc.), which has 833 in number and 21 days lead-time.
Organizations time is excellent except for Crossdocking. Focus should be to reduce lead-time and increase more service.
j) Average elapsed time between order receiving and delivery of the service (Inventory).
Table-11 Elapsed Time
Lintas F&L Industry Standards
Elapsed Time 3 6.9
Chart- 11 Elapsed Time
The above chart shows the physical verification check and average elapsed time between order receiving and delivery of the service. The chart shows 89% of organizations have physical verification. Average elapsed time between order receiving and delivery of service has an average of 6.9 days. The total value of elapsed time is 613 days for 89 organizations, hence the average days are 6.9 as explained in the figure for Industry average. Lintas elapsed time is remarkable compared to industry standards.
k) Were there any shortage/ excess of stocks noted, in the last verification done?
Table -12i Inventory Shortage Lintas F&L Industry
Inventory Short 12 19.8
Chart-12i Inventory Shortage
Table- 12ii Inventory Excess
Lintas F&L Industry
Inventory Excess 0 4.8
Chart-12i Inventory Excess
The above charts show the Inventory Excess and Shortage faced by organization during verification. It is evident that shortage faced by Lintas F&L is less compared to industry standards; there is a difference of 8. Another aspect is regarding the excess of inventory; in this scenario, Lintas F&L has a remarkable lead with comparison to industry.
l) Average number of customer complaints generated and industry average.
Table- 14 Complaints (Lintas with Industry Average)
Lintas F&L Industry Average Complaints Generated Last
Year
290 179.71
Chart – 14 Complaints (Lintas with Industry Average)
The above chart shows average number of complaints. The complaints for Lintas F&L is 290 and whereas to industry average is around 180 in number. Hence organization should try to reduce the complaints arising. This can be achieved by increasing new modern methods and facilities to customers. Organization need to heavily focus onto the issue to reduce number of complaints arising in operations, customer satisfaction and other similar areas.
m) How does the organization follow up to retain customers.
Table-15 Customer Retention
Sl. No. Service Rating
1 Customer Complaints given preference 100
2 Phone 100
3 Service Intimation 100
4 Gifts 3
5 Email 100
6 Fax 11
7 Other 100
Chart-15 Customer Retention
The above chart shows preference of complaints and how organization follow up to retain customers. Its been noted that cent percent of organization follow up with customers for customer complaints. Most of the preferable methods for contacting customers for new service intimation and customer realtionship are telephone, email and other methods like marketing / sales, customer office visit with 100 rating. The least preferred are gifts and fax with 3 and 11 in rating.
n) Does the organization has proper system for handling customer handling, and does customer know whom to contact when a problem arises, ascertain the level of satisfaction, feedback by customer and is customer suggestion given preference in the organization?
Table- 16 Proper System
Sl No. Service Rating
1 Proper System 100
2 Customer Know 100
3 Contact Whom 94
4 Customer Feedback 88
5 Customer Suggestion 83
Chart-16 Proper System
The above chart shows all organization in sample has propers system for handling customer complaints. Its been revealed that 100% from sample, customers know the sytem of handling customer complaints in the firm. Whom to contact in case of complaints is having rating of 94.
Customer feedback and customer suggestion is having rating of 88 and 83 respectively.