CSM501 - Company Analysis Report (Marketing in Customer Service) PDF

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FACULTY OF BUSINESSMANAGEMENTUNIVERSITI TEKNOLOGI MARACAWANGAN SELANGORKAMPUS PUNCAK ALAM43200 BANDAR PUNCAK ALAMMARKETING IN CUSTOMER SERVICE(CSM501)COMPANY ANALYSIS REPORT – J&T EXPRESSPREPARED BYNURUL AFIFAH BINTI ZULKARNAIN 2019485234SYIFA MILLYA NATASYA BINTI SUKRI 2019831708MAZATUL SYAFIER...

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FACULTY OF BUSINESS MANAGEMENT UNIVERSITI TEKNOLOGI MARA CAWANGAN SELANGOR KAMPUS PUNCAK ALAM 43200 BANDAR PUNCAK ALAM

MARKETING IN CUSTOMER SERVICE (CSM501)

COMPANY ANALYSIS REPORT – J&T EXPRESS

PREPARED BY NURUL AFIFAH BINTI ZULKARNAIN

2019485234

SYIFA MILLYA NATASYA BINTI SUKRI

2019831708

MAZATUL SYAFIERA BINTI MOHD JAAFAR

2019627124

NUR AISHAH BINTI ISHAK

2019831658

ANIS NAZURAH BINTI HASSAN

2019230838

MUHAMAD NUR FAKHRI BIN JEFRY

2019253598

PREPARED FOR MRS NADIAH MAISARAH ABDUL GHANI

SUBMISSION DATE 15 January 2021

TABLE OF CONTENT

1.0

COMPANY BACKGROUND

2.0

ANALYZE OF COMPANY OPERATIONS

1–2

2.1

Market Situation Analysis

2-3

2.2

Distribution of Service

3-4

2.3

Promoting Service

4-5

2.4

Physical Environment

6-7

3.0

SWOT ANALYSIS

4.0

RECOMMENDATION AND IMPROVEMENT

5.0

CONCLUSION

REFERENCES APPENDIX

8-9 9 10 11

1.0

COMPANY BACKGROUND

In our group assignment project, we have chosen J&T Express Company as our service company. Generally, this company is a technology-based logistics company. Nowadays, the company has expanded speedily in the Southeast Asia region. Their core business is express courier delivery. J&T Express Company vision is ‘’To Become a Healthy and Sustainable Corporation’’. There is some core value of the company such as knowledge sharing, responsibility, service quality, and result oriented. The milestone of the company prove that J&T Express Company has driven successfully in expanding their branches. The establishment of company start on year 2005 where their first company was start in Indonesia that launch door-to-door free pick up business, following in year 2017, in Vietnam and Malaysia. In year 2018, they have launch at Philippines and Thailand. In year 2019, they have launch in Singapore and Cambodia and in year 2020, they have launch in a large country which is china. In year 2018, with more than 500 outlets joining the Malaysian market. This company have officially operated their first J&T Warehouse since month of July. They not only provide delivery service but also provide safe storage and professional. In Subang Jaya, Malaysia, there are new warehouse that is located at the industrial area and have been named as J&T Express E-fulfilment. The large distribution center with 9000 square feet that offers warehouse services. This includes return and storage, general packaging, parcel disposal, operation control, stock inventory and common courier services that is delivery services. Not only that, they also provide breakable item packaging that includes wooden rack and box defense to ensure the safety and quality of the customer’s parcels. At Subang Jaya warehouse, they provide single-stop service. After the employees pack the product for customers, they quickly transport the items to destination. This make their customers can store the items in their storeroom peacefully and focus on handling the business of the company. According to the warehouse manager of express deliver company named Zhao Zibo, about 3 million ringgits have been spent to establish the warehouse. The strategy that have been used to make sure the process at the warehouse works smoothly is innovative technology warehouse management system (WMS) to make sure the capably of managing warehouse operations, a 24-hours secured security system and reduction of manpower costs, the storeroom is complete with technology called 1

Warehouse Management System (WMS). Meanwhile, systematic sorting and market planning data are presented as well in order to help improve the efficiency of time in the storeroom and give an improved service to their customers and will be adjust according on data gained to make sure be the ahead of market trend.

2.0

ANALYZE OF COMPANY OPERATIONS

2.1

Market Situations Analysis

Market situation analysis is a critical step within planning process for strategic marketing. Market situation analysis is referring to a set of methods that marketing managers use to analyze a company’s internal and external environment to understand the organization’s capabilities, customers, and business environment. It involves aiming the business’s detailed objective and identifying the factors that support or obstruct those objectives. The market situation analysis is the initial step in the design of a new strategy and marketing plan. It is including a SWOT analysis which is Strength, Weakness, Opportunities and Threats. The strength and weakness involved an internal evaluation of the company; however, opportunities and threats are resulting from an external review. Strengths are things that our organization does particularly well. For the company that we have choose, which is J&T Express at Puncak Alam are having a great strength with their staff and coworkers. This can give a positive feedback to the company. The advantages that the organizations have done to the company makes the company becomes better and more successful. Furthermore, weaknesses are just like the strengths. They are inherent features of the company. From the weaknesses of J&T Express at Puncak Alam, it can be overcome with the advantages they have such as very fast delivery service to the customers. However, opportunities are chances for something positive to happen but need to claim them by yourself. Being able to advertisement the opportunities can 2

make a huge transformation to the organization’s skill to compete and take the lead in the market. Last but not least, threats. Threats are including anything that can negatively distress the business from the external such as supply chain problems, shift in market requirements, or a shortage of recruits. It is energetic to expect threats and to take action against them before you become a victim of them and your progress stalls. SWOT analysis is a simple but very useful framework for analyzing the organization’s strength, weakness, opportunities and threats. It very helps to develop what we do well, to minimize lacking or risk, and to take the paramount possible benefit of risks for success.

2.2

Distribution of Services

Distribution is generally known as the availability and accessibility of a service to a customer. Availability defines the service is available for customers whenever customers need it. Meanwhile, accessibility defines the convenience for customers to access the services for instance how easy it is for the customers to do a transaction with the service provider. There are three important things distributed during the distribution of service; the information and promotion flow, the negotiation flow and the product flow. J&T Express distributed information and promotion by promoting their fast delivery service with the cheapest fees charge through their main website and their main reason is to attract the customer to use their delivery service. For negotiation flow, J&T Express really concern about their customers’ consents. J&T Express ensure their customers to acknowledge all service features and terms and condition and agreed before proceeding to use their service. J&T Express use EChannels and websites to inform customers their parcel whereabout by using provided tracking number for each item. For place of service delivery, J&T Express involves mini stores such as automated kiosk for example one can be found at Tesco Puncak Alam where the customers just need to put their parcel into a storage box provided and proceed 3

their service fees online at the kiosk. Their parcels then will be collected and delivered to the main office before distributed to the receivers. There are also mini post office branches that can be found within supermarkets. To continue, J&T Express time of service is working traditionally which the schedule was restricted. Although their hotlines service operates 24-hours, their delivery service operates according their schedule which is on weekdays during office hour usually from 8am until 5pm.

2.3

Promoting Services

Marketing coordination plays a critical role in the market for brand building. Mass media ads, personal sales, public relations, advertising and promotion of sales are the different communication methods that a marketer normally uses to tackle the communication challenge facing the brand on the market and as part of promotion. Marketing contact takes place through promotional instruments that include both In order to served customer better, J&T Express Malaysia prepared service customer call center hotline, 1300-80-9000 or visit their main website at www.jtexpress.my for further information. J&T Express first presence was in 2015 and the company highlight different preference in giving quality express, security and high efficiency administrations to their customers. Over the most recent 2 years, as another game part in the messenger express industry, the company continually outfitting vital arranging and vision to improve their administrations to surpass clients’ assumption. One of the specific roles of marketing communication is add value through communication content. Each time you add value through your content, you build a little more trust with your consumer. Instead of being frustrated and leaving, perhaps they will explore the website and follow on social media even subscribe the email list. For example, J&T Express gives customer assistance every day including weekends and public occasions. Moreover, customers can check the transportation, track requests, price rates and update the most recent data in

4

http://jtexpress.my or then again through the application J&T Express Malaysia in Google Play Store. Other than that, sales promotions are a marketing communication tool for stimulating revenue for providing incentives or extra value to distributers, sales staff, or over a short time period. Sales promotion activities include special offers, displays, demonstrations, and other nonrecurring selling efforts that aren’t part of the ordinary routine. For example, the company gave discount voucher which available at all Drop Points in Malaysia. Customers will be given discount voucher by spending above RM10 when use the company’s service for the first time. Company use sales promotions to increase demand for their products and services, improve product availability among distribution channel partners, and to coordinate selling. The tagline 'Express Your Online Business' from J&T Express places their brand as the center of express e-commerce. Their sustainability in applying advanced IT management systems enhances the efficiency of customer service and express delivery services worldwide. Upgrades will still need technology. Consumer demand for new features, regulatory enforcement and monitoring improvements, and the need for things to run faster are only three reasons why organizations need to update at all times. It is possible to use features of the new operating system to include changes that were not possible in the older system, and this is one of the ways in which the organization uses public communications. J&T Express also aims to build an e-mail for their VIP customers to promote their services and products. This email platform serves as a channel to increase the sales and exposure of their VIP customers as promoting service purpose.

5

2.4

Physical Environment

For the physical environment, J&T Express gathers places to contribute and remains relevant and enthusiastic with the physical store. J&T Express took this chance to offer shop owners to join and make the most of their unused place, making it a collection center. In addition, the owner is a collection center agent under J&T Express. Commission for each package will be received within 7 days. In the physical environment of J&T Express such as free space, smartphones, internet connection, scale, and mobile printers are required to make the company work. The collection center encourages store owners to make a profit from their vacancies. No additional manpower is required, there is no additional rental fee and J&T Express will subsidize its training materials and advertisements. The J&T Express collection point service is in addition to the drop point service, available at several convenience stores such as laundry bars, supermarkets, etc. In Malaysia, there are more than 350 J&T Express drop points. Through extensive development, senders and recipients can easily pick up and drop off their packages. To enhance the express courier facilities, the collection center provides express courier reach from city to country and vice versa. Although today our world is experiencing the pandemic, J&T Express also adopts principles to prevent Covid-19. Here are some steps such as daily temperature check, spraying sanitizer on staffs before entering office premises, forcing staffs to wear masks during working hours, hand sanitizer at every office desk, and disinfection in the workspace. The measures are practiced in the workplace such as J&T Express Malaysia Headquarters, J&T Express Branch Office / Down Point / CDC / Collection Center, and J&T Express Malaysia Gateways. In these stressful and turbulent times, J&T Express still managed to accomplish orders and maintains its delivery to customers efficiently. This shows that J&T Express plays an important role not only in responsibility but also in helping the country decide on the spread of this dangerous virus. 6

SERVICE & DELIVERIES

 J&T Express Malaysia Terms and Conditions for Shipping 

These terms and conditions will apply to domestic and international shipments unless otherwise stated:

                  

Delivery Packaging Declaration of Sender on the delivery / Content Statement. Important Documents Deliveries Fluctuating Priced and/or Non-Fixed priced Shipments Prohibited Items Exception in Posting Prohibited Items Sender's Responsibility Customs Clearance Inspection Determination of Shipping Charges and Limitations Insurance-related matter. Delivery Refusal and Suspension of Service Interruption of Service due to external factors Liability Exemptions Claims Limited Liability Governing law Severability

SIGNS & STAFF APPEREANCE

Based on the J&T Express logo there is a tagline which is - Express Your Online Business This shows that J&T Express is an e-tech technology based fast delivery company and puts their brand as an e-commerce express. While in terms of employee appearance is very satisfactory. This happened because J&T Express employees wore red shirts and there was a J&T Express logo on the left chest of the shirt. Meanwhile, some use hats to make themselves look smart and tidy.

7

3.0

SWOT ANALYSIS

STRENGTHS 

Pick up service



User-friendly website and application



Real-time tracking system



Nationwide coverage in Malaysia



Regular price with premium service

WEAKNESSES



Few drop-points



Limited of space



Inadequate management system



Small scale, lack of financial support

OPPORTUNITIES



The increasing of economics



The increasing of middle class



The improvement of transportation system



The local and global connection



The increasing of e-commerce

THREATS 

The local competitors



To keep the promised time frame of delivery



Change in economic conditions



Price competition

8

J&T Express has a lot of strengths to build their company such as nationwide coverage in Malaysia. However, there is also weaknesses that they need to overcome. The weaknesses are like the parcel that need to go through few drop points before it goes to hand of the customer. Moreover, there are also opportunities that make them to wider their company during the increasing in e-commerce at the time being. J&T Express also consider about the threats example as change in economic conditions so they will be more cautious in

leading their service.

4.0

RECOMMENDATION AND IMPROVEMENT

To suggest what is the best way to enhance J&T Express service efficiency and customer satisfaction, they can provide application and website facilities to offer premium service products at regular rates. J&T Express had 365 days of service and a hotline for 24 hours. J&T Express also partners with JNE, IKI, FedEx and more to make it easier for clients to distribute products. Therefore, they need to have good control of their activities, so it does not take long to get to the right location. In addition, J&T Express also have fees that will be paid for domestic shipping and international charges as well. It makes it easier for consumers to upgrade technology, so they don't have to go to the office just to want to know the price. Therefore, J&T Express will also save their budget because they don't have to add a large number of workers just to operate the office system. Furthermore, when customers want to post their products for comparison, J&T Express can provide a receipt trace & track.

9

5.0

CONCLUSION

In conclusion, from the content above shows that now days is so important. It's essential, so if J&T Express branch Subang Jaya wants to be more advanced, they need to use technology in operational management, because technology can also support the organization businesses gain more money. Technology would then make the operation more complex, faster and not using a lot of staff too, and J&T Express would be more organized at each stage of each phase to deliver services they have provided. In addition, higher technology can be used in the future to deliver the items to consumers such as liked use higher technology, so maybe J&T Express will cut the cost of employees and J&T Express will be a good service business such as J&T Express the international postal companies. So, other businesses express their trust in J&T Express will work with them because they have a quality framework like J&T Express in Subang Jaya. This will make J&T Express worldwide better known.

10

REFERENCES

J&T Express (Malaysia) SDN BHD (2020) #1 Parcel Delivery Services in Malaysia | J&T Express. Retrieved from https://www.jtexpress.my/index.php

J&T Express (Malaysia) SDN BHD (July 9,2020) J&T EXPRESS E-FULFILLMENT OFFICIALLY LAUNCH NEW LOGISTIC SERVICE. Retrieved from https://www.jtexpress.my/post.php

Genoveva, (May 2017), The Business Strategy Analysis to Gain Competitive Advantage In Logistics Industry https://www.researchgate.net/publication/339165238_THE_BUSINESS_STRATEGY_ANALYSI S_TO_GAIN_COMPETITIVE_ADVANTAGE_IN_LOGISTICS_INDUSTRY Jntexpressmalaysia, (October 2019), Logistics Start Up J&T Express Anticipates Promising 11.11 On the Back Of Solid 10.10 Performance https://www.jtexpress.my/post.php?articleID=62

J&T Express, (June 2018), Our Call Center Hotlink is Ready Now https://www.jtexpress.my/post.php?articleID=50

Nicola Smith, (April 2015), Using vouchers and incentives to add brand value https://www.marketingweek.com/using-vouchers-and-incentives-to-add-brand-value/

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