Case Study 1 – Quick Couriers

Case facts

• Quick Couriers offers delivery services within the city of Amsterdam where traffic is congested, using bicycle, and not freight vans

• Quick Couriers, then managed by 3 people, has contracts with international courier companies.

• Quick Couriers hires part-time students.

·        Three owners has different responsibilities, from bookkeeping, relations management, customers relation, courier planning and logistics, equipment maintenance and courier instructions.

• The owners reviewed their position and defined their roles and objectives.

·        Quick Couriers plans of expansion.

Case Analysis

Using Porters Model, the following challenges were identified:

Bargaining power of Buyer/Customer

o   The users preference of using an Internet-based system (requesting and tracking packages)

o   Customers are looking for a more convenient way of sending and tracking packages

o   Customers demand of a cheaper way of hiring courier services.

Bargaining power of Supplier

o   Budget allotment for the proposed expansion and upgrades.

o   Hiring part-timers to do job. Continuity and competencies were at risk.

o   Technology to be used is too highly priced.

o   Investment on new technology, considering Quick Couriers capacity (budget, skills, culture, demands, customer needs, delivery of services, policies, feasibility)

Threat of new entrants

o   New courier companies may offer more demanding courier services.

Competitive Rivalry

o   Rivals (existing courier services) can also come up with the same idea of expansion and upgrade.

   

Recommendations

              Knowing their industry and their present status must be the done first before they make decisions.

The following course of actions were highly recommended:

1.   Knowing their industry. Setting up their Mission, Vision, Objectives, Corporate Goals, Culture, their customers and their preferences.

2.   Have an inventory of their assets including Hardware, Software, People and Processes.

3.   Conduct feasibility analysis.

4.   Core competencies must also be considered in identifying job descriptions.

5.   Consult with an expert in Service Management and create with them a business plan.