Branch management and development of customer service index; ITC Printing and Packaging Division

Abstract

The Printing and Packaging Division of ITC is engaged in the sales and marketing of Industrial goods i.e. Paper board Packaging for Liquor, Tea, Tobacco, Food end Personal Products Industries. With packaging assuming importance in’ moving‘ goods , competition too has become intense . The greatest threat is from the small scale packager who can be a captive supplier to large industrial houses, by virtue of locating his manufacturing facility near that of the client’s and delivering orders in time and as per requirements . They also enjoy cost advantages owing to substantial reduction in transportation cost and excise duty benefits. Hence, they are price competitive too. Large scale sectors like PPD, then need to | compete on other service attributes. They need to provide added value in the form of better services to compensate for the premium charged in terms of price. Though quality wise, PPD is far superior, there are certain areas where it has a clear advantage over competition and which can be exploited. Through means ‘of a customer survey, these areas of competitive advantage have been identified and recommendations have been made on how. to improve present performance levels.