Question

Q2. What was the challenge faced by the customers who wished to getting their cars serviced in distributor workshops? Why?

Q3. How did the distributor overcome the challenge? Highlight and explain the improvements made by the distributor.

Q4. How did DHL manage the cost of manpower in view of changing workloads in the warehouse?

Q5. What were the benefits for the distributor business after award of contract to DHL?

Q6. Which element of the 4 Ps of Marketing was addressed by DHL? Explain

Q7.What factors are considered to decide location of a warehouse in a logistics operation? Why?

Q8. Explain the concept of multiskilling in a modern business enterprise. Why is it so important?

Answer 1

Q2. What was the challenge faced by the customers who wished to getting their cars serviced in distributor workshops? Why?

     There are many challenges that are faced by customers in getting their cars serviced at distributors workshops, some of them are listed hereunder:

• Ques: The customers have to wait for hours at distributer service centers because of long ques.
• The service centers managed by the distributors are not so well equipped compared to companies own workshops which has a descent waiting room and required equipment.
• The manpower in distributor workshops are not so much efficient compared to company’s own manpower who have specialized training and are exposed to continuous quality checks.
• Some of the replacement parts may not be available at the distributor service center which has to be fetched from the company by placing order which time is taking activity.
• The service charges charged by the distributor managed service center many be sometimes higher compared to the company owned service centers as the distributors thrive for maximizing profits.
• Some unnecessary replacements may be recommended by the distributor service center which may be not required, this is done to add up cost.
• Sometimes it is difficult to claim insurance from the distributor service center.

Q3. How did the distributor overcome the challenge? Highlight and explain the improvements made by the distributor.

• The distributor may improve the bottlenecks for better service delivery by improving the training and capacity building and training of the staff members.
• Maintain better arrangements in the customer waiting area and handle customers in apt way.
• Recommend replacements of parts under company guidelines.
• Constant quality checks and after service feedbacks are yet another points which may improve the service provided by the distributor.

Q4. How did DHL manage the cost of manpower in view of changing workloads in the warehouse?

DHL manages cost of manpower in view of changing resources in warehouses by phase shifting the sections amongst different work group departments whereby each group is allocated a number of separate work processes which needs to be performed in order of their workload monitoring.

Q5. What were the benefits for the distributor business after award of contract to DHL?

• Efficient logistics support was provided.
• At the door service was possible.
• Both time and cost were improved in terms of increased efficiency.

Q6. Which element of the 4 Ps of Marketing was addressed by DHL? Explain

• The P of Marketing which was addressed was Place and Price.
• Place of service was changed to a more convenient location.
• The price of the service was considerably reduced for the customer as the waiting and going to the service center was no longer required.