MARKETING MANAGEMENT 1

Marketing Plan

BEST DELIVERIES

Submitted By :- Group 10
Abhay Ramesh – (cpg07bm001)
Balaji.J – (cpg07bm019)
Cyriac Thomas – (cpg07bm025)
Deepa Bharati – (cpg07bm027)
Rama J Saroke – (cpg07bm081)
Ranjani.G – (cpg07bm083)

Email id: [email protected]

 Contents
1.0 Executive Summary 4
2.0 Situation Analysis 4
2.1. Market Summary 5
2.1.1. Market Demographics 6
2.1.2. Market Needs 6
2.2. SWOT analysis 6
2.2.1. Strengths 6
2.2.2. Weaknesses 6
2.2.3. Opportunities 6
2.2.4. Threat 7
2.3. Competition 7
2.4. Services 7
2.5. Keys to success 7
2.6. Critical Issues 8
2.7. Channels 8
2.8. Macro environment 8
3.0 Marketing Strategy 9
3.1 Mission 9
3.2 Marketing objectives 9
3.3. Financial objectives 9
3.4 Target marketing 9
3.5 Positioning 10
3.6. Strategies 10
3.6.1. Increasing customers every year 10
3.6.2. Creating a good image and customer loyalty 10
3.7. Marketing mix 11
3.7.1. Pricing 11
3.7.2. Distribution 11
3.7.3. Advertising and promotions 11
3.7.4. Customer service 11
3.7.5. Service 11
3.8. Market research 12

2
4.0 Financial Analysis 12
4.1. Initial investments 12
4.2. Expense forecast 15
4.3. Income forecast 17
4.4. Breakeven analysis 19
4.5. After three years 19

5.0 Control 22
5.1. Implementation milestones 22

6.0 Additional considerations 24

7.0 Bibliography 26
Appendix 27

3
1.Executive summary:

Best deliveries agency is first of its kind in providing delivery boys to retail
stores and restaurants owners. The mission of the agency is to help the retail store
keeper and restaurant owners in delivering satisfaction to their customers. Best
Deliveries Company is an agency which provides delivery boys to retail shops,
restaurants and other required business. There is large demand for delivery boys in
the retail and restaurant market. Generally the need of number of such delivery boys
on weekdays and weekends differ. Also, for giving this home delivery services either
they have to send their people during rush hours or unnecessarily keep additional
people for delivery purpose during weekdays when there is not much demand. So,
there is great market for this service in India as number of shops and restaurants
providing this home delivery services are increasing.

Best Deliveries Company provides delivery boys along with vehicles to the
shops as per their monthly requirements. The potential market for are this agency are
mainly retailers and restaurant owners as shown by the market research .The target
market is the segment of business present in market which provides home delivery
services to their customers.

2. Situational Analysis :

Best Deliveries, based in Coimbatore. We are going to supply persons to retail

outlets and restaurants for delivering their products to customers. At present they are
using their own persons for this purpose. But the fact is that they are not having door
delivery orders frequently, so the salary they are giving to the delivery persons are
more comparing to the work the delivery persons are doing. Some shops even don’t
have door delivery option, so they are likely to loose their customers. So we are
providing them delivery persons at a comparatively lower cost.

4
2.1 Market summary:

The market research was conducted among the different restaurant and retail
outlet owners across the city. This has helped us in identifying the target customers
and the preferred charge for the service. The survey has also helped us in analyzing
the need for our service in the market.

2.1.1 Market demographics:

The immediate focus will be on the tapping the potential market i.e. existing
restaurants and retail outlets. There are around 14 restaurants and 20 retail outlets.
The present market for us as per survey is shown in the chart below.

PRESENT SPACE IN MARKET:

RESTAURANTS

30%
Restaurants w illing to avail our
service
Our future customers

70%

RETAIL OUTLETS

45% Retail outlets w illing to avail our

service
Our future customers
55%

5
 The geographical characteristics of Coimbatore city is not of a hilly nature so we don’t
have to opt for heavy powered vehicles like jeeps and SUVs. Other than this, the traffic in
Coimbatore city is not so dense during day time. Since most of our retail delivery will be in
noon time, we don’t have to take traffic for consideration. But for restaurant deliveries and
some retail deliveries which will be at morning or evening time we are taking traffic in to
account.

2.2 SWOT analysis:

2.2.1 Strengths
• Organized as well as unorganized retail industry in India’s booming.
• Trend of giving more importance to comfort rather than money.
• Boom in economy and inceased purchase power of people which our
customers(retail store keepers and restaurant owners) want to avail
• Since we are taking delivery items and deliver them on time, there is no need
of warehouse or inventory maintenance. Therefore there is no cost for getting
stockroom and maintenance charges.
• Since we are first in market, we have no direct competition. So chance of
positioning our service is more.

2.2.2 Weakness
• Around 40% of our present market is having their own delivery system; we
have to give our service at a cost lower than their own delivery system.
• Time taken for delivery should be as low as possible. For this we have to have
more delivery persons and vehicles which will incur more cost.

2.2.3 Opportunities
At present we are only concentrating on retail outlets only. But there are also
opportunities for extending our service to caterings, showrooms and agencies like
cooking gas, couriers, etc.

6
2.2.4 Threats
• Since transportation is the vital part of our business, the unstable petroleum
charges will make us difficult to set the charges for our customers, which is a
major threat.
• There may be chances for increasing competition in future.
• Liability claims because of damages caused by delivery persons will also be a
threat.
2.3 Competition
From the market research we found that at present there is no direct competitors
who are providing this service in Coimbatore city. But the indirect competition is
from the retail outlets and restaurants that are having their own delivery system. But
in due course of time there are possibilities of having direct competition.

2.4 Services
Primarily our service is to provide delivery persons for retail outlets and
restaurants. We will send the persons with delivery vehicles to their respective shops
where they load the items to be delivered in the vehicle and deliver it to the respective
places. We charge the shops monthly according to the number of services provided,
number/weight of items delivered, and distance of delivery.

2.5 Key to success

• Providing good quality of service.
• Providing it in a reasonable low price.
• Providing flexibility in demanding the number of delivery boys.
• Efficient utilization of vehicles like covering all the deliveries in a particular
area at a stretch.
• Careful selection of delivery persons and train them to handle both driving
and delivery.

7
2.6 Critical issues
If the customer needs an urgent delivery, then we have to send persons
specifically for that, which will take more cost. But we can’t charge the customers
separately for that.
The critical issue is that for restaurants there is chance having more deliveries
of this kind. So we have to tackle that situation.

2.7 Channels
The road is the major channel we are using for delivery of the services. For this we
have to have good delivery vehicles both three wheelers and two wheelers. Other than
this the communication channel we are using is telephone both landline and mobile.
For advertising purpose we can use local cable TV, paintings on our delivery
vehicles, etc. as channels.

2.8 Macro-environment
• Now the trend is that both persons in the family are working. So they don’t
have time to buy the monthly groceries and they are giving telephone orders
to retail outlets. So there is a increase in the number of door deliveries in retail
outlets.
• For parties and functions conducted, peoples are no more making the food by
their own. They are making orders to restaurants.
• If there is a fall in entire economy, it will affect our business because total
purchasing power of people will go down.
• Governmental policies regarding petroleum prices, regulations regarding
vehicles usage for commercial purpose, city traffic rules regarding movement
of vehicles inside the city will have an effect on our business.

8
3. Marketing Strategy:

3.1Mission:
To provide quality service by providing delivery persons and ease out
delivery problems of businesses.

Name: Best deliveries.

Tag line: help you deliver satisfaction

3.2 Marketing objective:

• Having a positive, strong growth every year from start.
• To increase the number of customers every year
• Building loyalty of customers.
• Achieve a steady increase in the market penetration.
• To spread our service to other cities.

3.3 Financial objective:

• Maintaining the cost at a lower level so that we can provide service at a lower
cost.
• Maintaining the gain and take steps to increase it every year.
• Having a steady growth rate each year.

3.4 Target marketing:

Our target market is the restaurants and the retail outlets having good customer
base.
In today’s changing market where purchasing power of people is going up,
they can now buy all commodities they wish to buy. They also look for additional and
attractive services provided to them by the seller. One of such services provided to
them is home delivery where people order the things on phone and get it at their door

9
step. The trend is people want to save their time as well as their energy and don’t
mind spending something extra for their comfort.so we are going to provide the
delivery service to that restaurants and retail outlets so that they can exploit this
opportunity of growing their business.
3.5 Positioning:
• As best deliveries agency is first to enter in the market, it will help in effective
positioning of the agency.
• Positioning the agency as the care taking agency that is helping others in
growing their business.

3.6 Strategies:
The main objective is to position Best deliveries as the entity that takes care of
the delivery problems first in Coimbatore within 2 years.
Our marketing strategies are
• Increasing customers every year.
• Creating a good image and customer loyalty

3.6.1 Increasing customers every year:

• Paintings and hoardings.

• Pamphlets
• Advertising on local cable T.V

Our main strategy is going for face to face presentations and negotiations with
each and every restaurants and retail outlets along with other advertisement channels
to make people aware of such agencies.

3.6.2 Creating a good image and customer loyalty

1. Through Quality service.
2. Through service at low cost.
3. By providing flexibility.

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3.7Marketing mix:
3.7.1 Pricing:
Pricing is based on offering high value to our customers to most price
points in the market. Value is determined by the best service available, convenience
and quality.
Pricing is done according to the distance our delivery persons are
travelling. Also pricing decision is made on the basis of average price that the target
market is paying or willing to pay their delivery boys.

3.7.2 Distribution:
There is one office in Coimbatore which provides delivery persons for
retailers and hotels. They can place their orders through phone or in person.

3.7.3 Advertising and promotions:

The chosen advertisement and promotion is through the following.

1. Pamphlets
2. Railway reservation forms.
3. Personnel selling.
4. Cab and auto rickshaw paintings advertisement at their back.

3.7.4 Customer service:

Excellent, personalized services with quality at a reasonable price.
This is perhaps the only attribute that cannot be duplicated by any competitor.

3.7.5 Service:

11
 The first goal is to provide superior quality of service to our customers. We
provide service in a way that no other competitor can beat. It is one of our greatest
asset and point of differentiation.

3.8 The Market Research

“To determine the customer’s quality and cost preferences for the proposed
‘BEST DELIVERIES’ for outsourcing their door delivery jobs”.

Components of the Market Research problem:

• Demographics: Identify the target customers, their preference and their
capacity of jobs they can provide us.
• Behavioural: Benefits customer expects from the service, any additional
features to be added to the service.
• What is the price range acceptable to the customer?
• External factors: What are the substitutes available to the customer?

4. FINANCIAL ANALYSIS:

4.1 INITIAL INVESTMENTS:

i) Building:
We have planned to start our Best Deliveries in Peelamedu area in
Coimbatore city. Since it is our own building we don’t have any advance or monthly
expenses for the building.

ii) Furniture:
Based on the space available, we have planned to get two racks, two
tables and eight chairs for office staff and in waiting hall which totally amounts to Rs.
11,000.

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iii) Vehicle:
Initially we have planned to buy two TATA ACE mini vans and two
Bajaj CT100 bikes with a total estimation of Rs. 6,20,000.

iv) Electrification Expenses:

The amount of cost estimated for the initial electrification works comes
to Rs.10,000.

v) Computers:
As we have planned to maintain the database of the customer’s
requirements, availability of the delivery boys, financial analysis like cash inflow,
cash outflow, credit and debit, initially we have planned to buy two basic model
computers with a printer facility with an investment of Rs. 50,000.
vi) Office arrangement:
In order to arrange the office according to our requirements including
splitting up of rooms, fans and lights and we estimate an initial investment of Rs.
13,650.

vii) Telephone and Mobile phones:

We plan to get a Landline telephone connection for the office and two
mobile phones for our delivery boys with a cost of
Rs. 5000.

viii) Office inventory:

The initial office inventory that we may need is estimated to Rs.1000.

ix) Promotional Expense:

The initial promotional expense through papers, printing railway
reservation forms etc… has been estimated to Rs. 19600.

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 PARTICULARS COST
Furniture 11000
Vehicle 620000
Electrification expenses 10000
Computers 50000
Office arrangement 13650
Telephone and mobile phones 5000
Office inventory 1000
Promotional expenses 19600

Total 730250

INITIAL INVESTMENT Furniture

Vehicle

Electrification
expenses
Computers

Office arrangement

Telephone and mobile

phones
Office inventory

Promotional expenses

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4.2. EXPENSE FORECAST:
MONTHLY EXPENSES:

i) Promotional expenses:
The promotional expenses per month for Best deliveries has been
estimated to be Rs. 2500

ii) Electricity Bill and water tax:

We estimate to incur a monthly electricity bill of Rs. 700 and water
tax of Rs.100.

iii) Salary:
We plan to appoint an office staff for maintaining the database and
doing office work. We plan to pay a salary of Rs. 3000.
iv) Delivery boy’s salary:
We plan to recruit four delivery boys. Their salary is split into fixed
and variable parts.

• A fixed part of Rs. 2000 for each person will be paid.

• The variable part depends on the number of kilometres they travel per day.
From our survey we have estimated that a delivery boy will travel an approx
of 35 kilometres per day on week days and 50 kilometres in weekends. We
plan to give Rs. 1.50 per kilometre they travel.

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Total salary = Fixed salary + variable salary.
= 2000*4 + (35*5 + 50*2)*1.50*4*4

Number of
weeks/month
Number of delivery boys
= 14600

v) Telephone charges:
We estimate the monthly telephone charges of Rs. 3000 and mobile
charges of Rs.200. So a total expenses of Rs. 3200.

vi) Overhead expense:

We may face overhead expenses like maintenance, cleaning, etc. of
Rs.3000 per month.

Monthly expenses:

PARTICULARS COST
Promotional Expenses 2500
Electricity bill & water tax 800
Salary 3000
Delivery boy’s salary 14600
Telephone charges 3200
Over-head expense 3000

Total 27100

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 MONTHLY EXPENSES

Promotional Expenses

Electricity bill & w ater

tax
Salary

Delivery boy’s salary

Telephone charges

Over-head expense

Expenses

1000000
900000
800000
700000
600000 Fixed cost
Cost

500000 Variable cost

400000 Tota lcost
300000
200000
100000
0
1 2 3 4 5 6
Years

4.3. INCOME FORECAST:

MONTHLY INCOME:

Number of customers: 8
Fixed charges from each company – Rs. 4500
Variable charges-
We plan to collect Rs.2 per kilometre the delivery boys travel for that company.

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So from our survey: 35kms in weekdays, 50kms in week ends.

Variable charges = (35*5+ 50*2) * 2 * 4 * 4 = 8800.

Total income = fixed income + variable income

= 4500 * 8 + 8800
= Rs. 44800
PROFIT FOR I YEAR:
Total profit per month:
Excluding initial investments,

Profit = monthly income – monthly expenses

= 44800 – 27100
= Rs. 17700
Net profit per year:

Gross profit per year = 17700 * 12 = 212400

Tax = 30% of gross profit

= 30% * 212400
= 63720

Net profit after tax = gross profit – tax

= 212400 – 63720
= Rs. 148680

Net profit after tax per month = 148680 / 12

= Rs. 12390

Months Income Variable Expense Profit

Jan 44800 27100 12390

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 Feb 89600 54200 24780
Mar 134400 81300 37170
Apr 179200 108400 49560
May 224000 135500 61950
Jun 268800 162600 74340
Jul 313600 189700 86730
Aug 358400 216800 99120
Sep 403200 243900 111510
Oct 448000 271000 123900
Nov 492800 298100 136290
Dec 537600 325200 148680

CASH INFLOW & OUTFLOW

600000

500000

400000
AMOUNT

Monthly Income
300000
Monthly Expense
200000 Monthly profit

100000

0
Nov
Jun
Jul
Jan

Aug
May

Oct
Mar
Apr

Dec
Feb

Sep

MONTHS

4.4. BREAKEVEN ANALYSIS:

The breakeven point is found by dividing the initial investments by the net profit after
tax per month.

Breakeven point = initial investment / net profit per month

= 710650/12390
= 58 months (approx 4.9 years).

4.5. AFTER THREE YEARS:

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In a span of three years, we expect the following changes

Newly added fixed investments:

PARTICULARS COST
Two more Tata Ace mini vans 560000
Four Bajaj CT100 120000
One more computer 25000
Chairs 2000
A landline connection 3000

TOTAL 710000

Total fixed assets = 730250 + 710000

= 1440250

MONTHLY EXPENSES:

The expenses of promotional expenses, electricity, water, telephone, maintenance,

office equipments remains the same

Two more office staffs are appointed. So the expenses become Rs.9000
Six more delivery boys are appointed and the expenses are
Fixed – 10 * 2000 = 20000
Variable – (35 * 5 + 50 * 2)*10*1.50*4 = 16500
Total cost = 20000+ 16500 = 36500
Total monthly expenses = Rs. 55400
MONTHLY INCOME:
Number of customers: 15
Fixed charges from each company – Rs. 5000
Variable charges-
We plan to collect Rs.2 per kilometre the delivery boys travel for that company.
So from our survey: 35kms in weekdays, 50kms in week ends.

Variable charges = (35*5+ 50*2) * 2 * 10 * 4 = 22000.

Total income = fixed income + variable income

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 = 5000 * 15 + 22000
= Rs. 97000

PROFIT FOR THIS YEAR:

Total profit per month:
Excluding initial investments,
Profit = monthly income – monthly expenses
= 97000 – 55400
= Rs. 41600

Net profit per year:

Gross profit per year = 41600 * 12 = 499200

Tax = 30% of gross profit

= 30% * 499200
= 149760

Net profit after tax = gross profit – tax

= 499200 – 149760
= Rs. 349440

Net profit after tax per month = 349440 / 12

= Rs. 29120

BREAKEVEN ANALYSIS:

In three years, the amount of initial investment redeemed,

= 148680 *3
= Rs. 446040

Total fixed investment to be redeemed

= initial investment + newly added investment – investment redeemed.

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 = 730250 + 710000 – 446040
= Rs. 994210.

The breakeven point is found by dividing the initial investments by the net profit after
tax per month.

Breakeven point = initial investment / net profit per month

=994210/29120
= 34 months(approx 2.8 more years)

5. CONTROLS:

5.1. Implementation Milestones-

The following milestones identify the key marketing programs. It is important to

accomplish each one on time and on budget.
Milestones

Milestones

Start
Advertising End Date Budget Manager Department
Date
Advertisement campaign #1 6/2/2008 6/6/2008 Rs.20,000 .Deepa Marketing
1/9/
Advertisement campaign #2 1/11/2009 Rs.25,000 Deepa Marketing
2008
Others( provisions for other
Rs.5,000
ad expenses)
Total Advertising Budget 50,000

Start
End Date Manager Department
Date
Marketing plan completion 1/1/2003 2/1/2003 Deepa Marketing
Other

Transportation expenses Start

End Date Budget Manager Department
(Vehicle maintenance, fuel ) Date

22
 1/2/2008 1/2/2009 Rs.79200 Balaji General

Start
Other End Date Budget Balaji Department
Date

Other 0
Total Other Budget 12000
Totals 5,00,000

Marketing Organization

Our marketing manager Deepa Bharati will be responsible for all our marketing
activities.

Implementation milestones - ‘Best delivery agency’

The best delivery agency has clearly defined its strategies on operating or
commencement as stated above. Very clear estimates of our most important activities
such as advertising, transportation for our promotion i.e. the fund allocation we have
intended for the same have been stated in clear terms.
By no measure will the ‘best delivery agency’ surpass these estimates as
they also include provisions for special expenses, in case of unforeseen demand
trends. We have arrived at these estimates, not without the use of these forecasting
techniques, namely-trend analysis & statistical data analysis, with the aid of our
experts Cyriac & Ranjani (internal management).

Thorough experiments through spread sheet modeling & evaluation of

alternative approaches have been undertaken to cover. The areas of demand, price
forecasting, production variables-in the organizations whose needs we cater to, as
well as our own agency at large.
Within a year of starting up, we intend to be well established and growing at a
steady/stable rate. In three years, we hope to achieve a customer base of at least 15, as
inferred from current market trend analysis. Beyond this period too, we never intend

23
any ‘Premium pricing’ & will continue to be a reasonably priced delivery agency.
Owing to which our focus is ‘premium quality’ & not ‘premium pricing’.

Task allocation & designation have already been carried out, bearing in mind
all our objectives & plans. Advertising modes are distribution of hand bills, radio
shows & railway reservation forms etc...
The pre created data tables & analysis –both quantitative & qualitative are the ones
serving as our guiding milestones, as they are backed by our knowledgeable, keen
management.
Reserves of all our surpluses and profits will be maintained, which we will use
for expansion & improvement, not before a stipulated time period of one & a half
years of successful operations, before such developmental activities. Beyond this
period, we hope to expand our activities to Goa, Bangalore & Cochin.(key reasons for
these choices to name a few are selective human resource requirements & time bound
life-styles.)

Since quality determination of deliveries is a subtler & keener issue-we will

have frequent brain-storming sessions (for betterment strategies) & quality circles as
well. To ensure that we deliver & commit ourselves to the best possible performance,
employee reward schemes, 7% increment strategy(for a few select service
providers),employee privilege card issues are some plans we will positively
implement. Management will decide on the frequency & criteria for the above.
Management complacence will be discouraged as everyone will be expected
to deliver a minimum output (intellectual/any other) of at least 60 hours of productive
task management, a week.
Whenever we formulate goals, penalties are certainly imposed for deviations
from goals (by way of points) in the best interests of customers, creditors & our
agency. This will check deviations & corrective measures maybe sought as an
alternative.

6. Additional Considerations

24
Apart from the assumptions made previously, there are also some considerations to be
taken care of. These include some internal as well as external factor which has
potential to affect the business.

Internal factors:
• If the delivery boys meet any accident then the compensation and the loss due
to damage of vehicle (depending upon the extent of damage) has to be
considered because this has potential to affect the rapport as well as the
financial activity of the agency.
• Misconduct and deviant work place behaviour by the delivery boys is also the
major area of considerations.

External factors:
• Fuel price hike is the major area of concern which is external to the agency.
• Change in government rules and regulations like change in policy regarding
issue of driving license.
• Chance of economic regression in future
• Entry of other market players
• Increase in price of the vehicles due to tax increase by government.

There are also some other considerations also to take care of if there is problem in
assumptions based on the market research. The major concern is the choice of our
customer to have shared responsibility delivery boys and not the dedicated ones. In
that case there is chance of decrease in our potential market. Also, if because of any
internal issues, our customers decide to give up the idea of providing delivery
services or limit the area in which they will provide the service will affect delivery
agencies business.

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7. Bibliography

1. Philip Kotler and Gary Armstrong, “Principles of Marketing”, Business

markets and business buyer’s behavior, 2006. Pearson Prentice Hall.
2. Naresh K. Malhotra, “Marketing Research”, An applied orientation, fifth
edition, 2007. Pearson Prentice Hall.
3. www.mplan.com
4. www.businessplan.org

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APPENDIX

QUESTIONNAIRE (Retail stores)

Q1. How many customers avail your home delivery service per day?

o 5-10
o 10-20
o 20-50
o above 50

Q2. Are you using your sales persons as delivery boys?

o Yes
o No

Q3. If ‘NO’ for Q2, please mention how many delivery boys have you employed?

_________________________________________________________________

Q4. Do you feel that you need same number of delivery boys during weekdays and
during weekends?

o Yes
o No

Q5. What is the salary of your delivery boys?

____________________________________________________________________

Q6. Do you give bonus during the festival season to your delivery boys?

o Yes

27
 o No
If yes, please mention the percentage ___________________________

Q7. Approximately how many kilometres the delivery boys travel per day?

________________________________________________________

Q8. Do you give extra commission for each delivery?

o Yes
o No
If yes, please mention the amount ______________________________

Q9. If yes for Q8, Is the commission you are paying depends upon the kilometres
travelled per day?

o Yes
o No
If yes, Please mention the ranges____________________________________
_____________________________________________________________________
_____________________________________________________________________

Q10. What are the qualities do you think a delivery boy should posses?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q11. What do you think about the trend of outsourcing?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q12. Do you think you can concentrate more on your business if you outsource all
these home delivery services?

o Yes
o No

Q13. If there is an agency which will provide you the delivery boys will you use it?

28
Yes, because __________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

No, because __________________________________________________________

_____________________________________________________________________
_____________________________________________________________________

QUESTIONNAIRE (Restaurants)

Q1. How many customers avail your home delivery service per day?

o Below 5
o 5-10
o 10-25
o Above 25

Q2. Are you using your waiters as delivery boys?

o Yes
o No

Q3. If ‘NO’ for Q2, please mention how many delivery boys have you employed?

_________________________________________________________________

Q4. Do you feel that you need same number of delivery boys during weekdays and
during weekends?

o Yes
o No

Q5. What is the salary of your delivery boys?

____________________________________________________________________

Q6. Do you give bonus during the festival season to your delivery boys?

29
 o Yes
o No
If yes, please mention the percentage ___________________________

Q7. Approximately how many kilometres the delivery boys travel per day?

________________________________________________________

Q8. Do you give extra commission for each delivery?

o Yes
o No
If yes, please mention the amount ______________________________

Q9. If yes for Q8, Is the commission you are paying depends upon the kilometres
travelled per day?

o Yes
o No
If yes, Please mention the ranges____________________________________
_____________________________________________________________________
_____________________________________________________________________

Q10. What are the qualities do you think a delivery boy should posses?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q11. What do you think about the trend of outsourcing?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

Q12. Do you think you can concentrate more on your business if you outsource all
these home delivery services?

o Yes
o No

Q13. If there is an agency which will provide you the delivery boys will you use it?

30
Yes, because __________________________________________________________
_____________________________________________________________________
_____________________________________________________________________

No, because __________________________________________________________

_____________________________________________________________________
_____________________________________________________________________

31