services and sales activity 4 marie ernst josé sánchez miguel Ángel almudéver rocío nebot...

Services and Sales Activity 4

Marie ErnstJosé SánchezMiguel Ángel AlmudéverRocío Nebot

Services and SalesActivity 4

Packstations

Valencia. May, 6 2011


INDEX

1. Description of the Service2. Service Delivery3. Core and Supplementary Service4. The flower model 5. How do we distributed6. Where can customers find our service?7. Times of the service8. Technology9. Suppliers10. International Distribution11. Strategy12. Globalization Drivers13. Barriers on International Markets


1. Description of the Service

• The provided service is a packstation for parcels and big letters

• We provide this service for different parcel service providers (DHL, UPS, Fedex, etc.)

• But our clients are the parcel service providers and the customers of the parcel service providers

• The clients can register themselves for our service and use the adress of the packstation instead of their homeadress

• The parcel service providers have contracts with us to use the packstations


1. Description of the Service

• If the parcel service providers deliver a parcel to the packstation, the customer will get an e-mail and sms to be informed

• Now the customer has 7 days to pick up his parcel from the station

• The stations are open 24/7 a year• The customer can pick up his package with his

customer card and a pin code• If he doesn´t pick up the package within 7 days, we

inform the parcel service provider, who has to pick up the package then


2. Service delivery

• The service is a mix between the customer going to the service organization, because he has to pick up his parcel at the packstation and customer and service organization transact remotely, because he has to sign up online and he get the information about the delivery online

• For the parcel service providers it’s the same, because they use the packstations to store the packages and get online information if the package is picked up or not


3. Core and Supplementary Service

• The core service is the providing of packstations at many places in the cities in Spain

• The supplementary service is the information and reminding of the customer as well as the information of the parcel service provider


4. The flower model

Information

• All informations are available on our homepage and on the packstations

• An anual fee is only charges to the parcel service providers

• Schedule is 24/7 a year• Every customer has an own account, which he can

check on the internet or with his customer card on a station


4. The flower model

Order Taking

• A subscription on the internet is necessary• Every cutomer gets a membership card• Orders can be made by choosing a packstation as the

shipping adress• The parcel service providers have to reservate a spot

on the station for the date of delivery


4. The flower model

Billing

• The service is free of charges for the customer• The parcel service provider pays an anual fee + a fee

for every reservation. He gets a monthly bill for his fees

Payment

• The payment of the bill is via bank transfer• The currency is Euro


4. The flower model

Consultation

• We provide a e-mail and telephone service for questions

Hospitality

• The parcels are safty locked in the station• The maximum stay of a parcel is 7 days


4. The flower model

Safekeeping

• The stations are monitored by cameras• They are cleaned once a week• The electronical system is checked once a month

Exceptions

• A sign up is only possible for adults (+18 years)• Spots on the buttom can be choosen by wheelchair

drivers


5. How do we distribute? (Options of service delivery)

billboards web pagesmobile phone with sms

phone


1

STAMP

2

SEND

1

REGISTER

2

CHOOSE PACKSTATION

3

PICK UP PARCEL

PICK UP PARCELS

5. How do we distribute? (Options of service delivery)


billboards

web pages

mobile phone with sms

phone

6. Where can customers find our service?



Pick-up service, Packstation ,

Paketbox



Our service will are around the city and the customers will look which is the packstation most adecuate.


7. Times of the service

Are you often not at home when your parcel arrives?

Well from now on, that's not a problem any more. That's because, instead of missing the postman, you can now have your Spanish Post parcels delivered to any PACKSTATION you wish, since they're open 24 hours a day.


7. Times of the service

You can send packages and parcels 24 hours a day too - and sending Pakete with PACKSTATION is EUR 1.00 cheaper than at the post office counter!


• Power. Packstations need electrical power to work

• GPS connection or telephone line. It is required to make information flow between providers, final clients and, obviously, the packstation company

• Payment gateway. It is needed to be able to charge clients or porviders for sending or stocking their packages

• Web site. For users to register and check the status of their packages

• Means of communication: no matter if regular letters, e-mail, sms or, even better, all of them together, to inform about the flow in the package status

• Contact Center. Needed to get in touch with clients/providers

8. About technology & clients


• Supply Chain• Inventory • Transportation Planning and Operation• Operations Planning and Control• Supply and Distribution Network Design• Facility Planning and Layout

8. About inside technology

IT IS ALL ABOUT LOGISTICS


9. Suppliers

• SitesAnyone having a 24-hour access, a power connection (230 V) and a telephone line warehouseAnyone having an available space to fit in a packstation

• Web serviceAnyone offering web developmentAnyone offering telephone line / GPS connection

• DeliveryAnyone specialist in trasnportation

• StockageAnyone offering stockage of products before or after delivery to packstations

• […]

ANYTHING CAN BE OUTSOURCED IN THE SERVICE


10. International distribution

We can go…… but do we want to go?

INTERNATIONAL SERVICE. JUST LIKE THE POSTAL SERVICE

• FactsInternational distribution can be achieved on any country.

Based on the law, regulations, distribution time, cost… the packstation company has to decide whether it is interesting.

There are no limits for packages might be delivered anywhere in the world


11. Strategy

1. Plan1. User Needs.2. Service Model Design

a. System Flow and its variables. (Mentioned)b. Cooperation with similar Service Providers,

Transport Allies, Governmental Organizations, others .

c. Choose Pick Up Points (Possibilities of use available ones). Map with other services as Population, Transport, Mobiles, etc.

d. Consideration of Security Issues.e. Technical layout: General System.f. IT System .


11. Strategy

2. Set Up1. Installation of necessary Infrastructure

a. Locate Facilities, Equipment and others.2. Internal System Evaluation.3. Running the System to evaluate.4. Limited test with Customer who can easily adapt to

the new service. (Students, etc.)5. Promotion of the Service.


11. Strategy

3. Start Operation1. Marketing Campaign.2. Well prepared Customer Service Center.3. Customer Survey for direct consideration of

customer needs.4. Be prepared in order to capture any need or

requirement important.


12. Globalization Drivers

• New forms of seamless mobility services: Citizens need flexible, individualized, seamless, comfortable and reliable mobility services.

• Innovative approaches in city logistics: Freight distribution is one of the major concerns in cities.

• Innovative demand-management strategies: Local authorities are confronted with increasing problems of congestion and pollution.



• Individualization and changing lifestyles (social): The still ongoing trends of individualization and changing lifestyles influence decisively transport demand.

• Information and communication technologies (technology): Information and communication technologies have led to an important reorganization of production and services in time and space, key location factors being accessibility and connectivity.



• Urban structures: A complex bundle of factors is causing an ongoing suburbanization process, especially within and around big agglomerations.

• Rising external costs of transport (economic): Rising external costs of transport are a heavy weight to Europe and the World.


13. Barriers on International Markets

• Lack of political will (political): Sometimes a strong lobby for innovative services is still lacking and only developing slowly.

• Lack of market information and high risks for innovators (economic): A barrier for the implementation of many innovative mobility services is the lack of information about the market and a lack of business cases. Innovators may face a high risk when implementing a new idea as it is difficult to assess the cost/benefit ratio.


13. Barriers on International Markets

• Partial lack of adequate networks and infrastructure to integrate new seamless services (networks and infrastructure): In many places infrastructure that is a necessary precondition for the introduction of specific concepts is lacking.

• Security and Vandalism: It seems some places are more likely to others to develop this kind of ideas. There is expected to create the value of this service as part of the culture.

services and sales activity 4 marie ernst josé sánchez miguel Ángel almudéver rocío nebot...

Documents

service delivery

core service

supplementary service

service organization

provided service

parcel service provider

sales activity

packstations slide