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SUBMITTION DATE: November 27, 2013
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TABLE OF CONTENTS
INTRODUCTION................................................................................................................................... 3
KEY OPERATIONS ............................................................................................................................... 3
DAEWOO CITY BUS SERVICE ........................................................................................................... 3
Detail of Routes and Fares ................................................................................................................... 4
DAEWOO CARGO ................................................................................................................................ 4
WORKSHOP .......................................................................................................................................... 4
Driver’s Recruiting & Training System ................................................................................................ 4
Pre Selection Training ......................................................................................................................... 5
Monitoring System .............................................................................................................................. 5
Refresher Trainings ............................................................................................................................. 5
Vehicle Inspection / Fitness System ..................................................................................................... 5
General Maintenance ........................................................................................................................... 5
Pit Inspection....................................................................................................................................... 5
Wash Service....................................................................................................................................... 5
Periodic & Preventive Maintenance ..................................................................................................... 5
DASTARKWAN FAMILY RESTAURANT ........................................................................................... 6
HRM ....................................................................................................................................................... 6
THE WEBSITE....................................................................................................................................... 7
PHYSICAL AND ONLINE MARKETING SLOTS FOR OTHER COMPANIES ................................... 7
DAEWOO MILES CARD....................................................................................................................... 7
The Application Form.......................................................................................................................... 7
CUSTOMER RELATION MANAGEMENT (CRM) .............................................................................. 8
The CRM Desk.................................................................................................................................... 8
Major Fault in the CRM Concept ......................................................................................................... 8
COMPANY ORIENTATION TOWARDS THE MARKETPLACE ........................................................ 8
COMPETITORS ANALYSIS ................................................................................................................. 9
CUSTOMER PERCEIVED VALUE (CPV) ............................................................................................ 9
INTERNAL MARKETING..................................................................................................................... 9
STRENGTH............................................................................................................................................ 9
APPENDIX ........................................................................................................................................... 11
Rate List of Sammi Daewoo Express Bus Service .............................................................................. 11
Route and Destinations of Sammi Daewoo Bus Service ..................................................................... 12
Cargo Rates ....................................................................................................................................... 13
Sammi Daewoo Express Miles Card Form ......................................................................................... 14
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SAMMI DAEWOO EXPRESS
INTRODUCTION
Daewoo is the first and the biggest foreign investment Company with an advanced and organized
transport system in Pakistan. It is the only transport company to have nationwide network with various
international trade links. Being a transport service provider the company owns a large fleet of buses,
Technically Advanced Workshops to maintain the fleet for the safety of the passengers, State of the Art
Terminals, Training Institutes for Drivers and Mechanical Staff.
Daewoo has been rendering transport facilities for the last 15 years to the people of Pakistan and
appreciated by the masses simultaneously highly praised by the Governments of Pakistan as well as
Korea for its consistent success. Media of both the countries often express appreciation for the
revolutionary accomplishment of the Company in transport sector, through various channels.
(Daewoo.com.pk)
Sammi Daewoo Express is the most successful transportation company Pakistan has ever seen. It is a
company which has now made strong roots in the transportation business in Pakistan.
KEY OPERATIONS
Sammi Daewoo Express is basically performing two key operations, both related to transportation.
1
Transportation of People
Cargo Service ( Transportation of
goods)
The company has a much extended network going to many cities of Pakistan. The company infrastructure
is very basic like any other local transportation service but Daewoo has reformed and decorated it in a
way that the company now holds the key position of being the public road transport also accessed by the
upper social class. The company physically exists through its terminals present in all the cities it
connects. It has workshops near terminals.
2
DAEWOO CITY BUS SERVICE
Daewoo City Bus was the first environmental and technological revolution in Urban Transport Sector in
Pakistan in 1999. Provision of A/C, call bell and announcement system were some modernistic changes in
Urban Transport Culture. Since 1999, Daewoo City Bus Division has been serving the valorous people of
1
Daewoo Bus Service rates & destination & route map is included in appendix.
2
www.daewoo.com.pk
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SAMMI DAEWOO EXPRESS
Lahore. Currently 4 routes are being operated within the city covering all the localities while one Sub-
Urban Routes is being operated for Sheikhupura.
3
DAEWOO CARGO
Sammi Daewoo Express has also made a significant position for itself
in the cargo Business. The company’s existing infrastructure needed
very little to add to support the cargo service. Along with every terminal
they have established an office which is dedicated to cargo operations.
Things as minute as a letter to things as big as furniture are no part of
Daewoo Cargo operations. A dedicated vehicle for cargo moves from
Karachi to Islamabad every 3 days which moves bigger objects. Other
small packages are carried in the passenger buses.
You are assigned a number for your belonging which you can
personally convey to the receiver who can simply collect the sent object
by presenting the number along with his NIC.
4
WORKSHOP
3
Cargo Rate List is included in Appendix
4
www.daewoo.com.pk
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SAMMI DAEWOO EXPRESS
Monitoring System
Through our highly advance techograph system we observed the driver¡¯s driving on the routes on every
arrival of the bus at its destination. Drivers are bound to drive the buses as per the rules and regulations
(i.e. specified speed limit, specified stopovers and etc) of the company. During observation violated
drivers are recommended for further refresher course and also warned/penalized as per nature of the
violation.
Refresher Trainings
Through the critical observation on workers through the different modes of checking instruments,
management arranging time to time refreshers courses to overcome these negligence while execution of
duties.
General Maintenance
General Maintenance includes the pre departure and after arrival inspections. Generally two types of work
"Pit Inspection & Wash Service” carried out in this maintenance.
Pit Inspection
On every arrival of buses pit inspection carried out by the foreman/incharge. During the inspection
Engine noise, oil levels, water, brake system, tyres, A/V system and also rectified the defects mentioned
on crew comment (C C) paper.
Wash Service
After carrying the pit inspection bus washed and cleaned thoroughly (interior/exterior) and ready for
departure.
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SAMMI DAEWOO EXPRESS
5
DASTARKWAN FAMILY RESTAURANT
Dastarkwan Restaurant is another type of service
provided by Sammi Daewoo Express. It is a
restaurant that exists in (Chowk Bahadur pur)
Rahim Yar Khan City of Pakistan. The Restaurant
offers ample range of Pakistani, Continental,
Chinese & Fast Food.
Dastarkwan dish up fresh and appetizing Pakistani, Indian, Chinese and Continental food to their
customers. They use only the most suitable ingredients in all of the recipes. At Dastarkwan Restaurant,
you can imagine a wide assortment of dishes from the subcontinent.
HRM
The Company employs:
Drivers
Female Hostess’
On Route Security Personal
Managerial and Administrative staff
Mechanics
Terminal Organizers
Sanitary Workers
The company selects eligible drivers and on route hosts from all the cities Daewoo Connects. Local staff
is hired for the terminals and the workshops. Daewoo has a much attractive payroll as compared to the
other transport companies. All of Daewoo’s staff including drivers is paid well. The Drivers and hosts are
selected on minimum academic criteria as well.
“We live by our core values every day - Trust, Teamwork, Integrity - and work towards creating value
for all of our stakeholders. Our employees are the lifeline of this business and Daewoo takes great
pride on the dedication and customer orientation of all its employees”
Mr. Arif Hussain Noumani is currently head of HR and training at Sammi Daewoo Pakistan. Sammi
Daewoo also offers training sessions to its employees on monthly basis and a compulsory training session
after 4 months.
5
www.daewoo.com.pk
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SAMMI DAEWOO EXPRESS
THE WEBSITE
Sammi Daewoo Pakistan has established its own website. It has proved to be a very useful tool in
providing the company with the needed exposure and also in expanding its revenues. The website offers
ticket booking brief information on the company and it also provides a marketing slot for other
companies.
In the online world the Daewoo’s website provides slots for advertisements where different companies
can post their banners on a cost which they pay to Sammi Daewoo Express.
Once the customer is a cardholder, he/she becomes the part of the company’s records. On the basis of the
smart card, the customer is the recognized by a digital number. The company then will have the record of
how often the customer is using Daewoo Express and for what purpose and on what route he is most
frequent.
6
Daewoo Miles Card Application Form is included in appendix.
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SAMMI DAEWOO EXPRESS
Such IS are working in other companies in Pakistan. Companies like Pizza hut have your information
saved with them. When you call them, they know your name, they know your address.
The addition of Daewoo Miles Card now might add the IS factor as well to Sammi Daewoo Express.
The Product Concept means to provide the optimal quality product giving less importance to cost
reduction. In this concept the company is less bound to go hunting for customers instead customers are
attracted to the high quality product.
In the case of Sammi Daewoo Express Pakistan, the product is their services. They have established such
a high quality standard that now customers prefer using Daewoo instead of many other competitors.
Daewoo being very expensive in comparison to the others still has its customers intact.
In usual cases the managers of companies following the product concept face the fear that if another
company providing better or equal quality might hurt the company severely.
In Pakistan companies like Fasial Movers and Niazi transport are among the top names but these
companies even after providing at very low cost have not been able to dent the success of Sammi Daewoo
Express Pakistan. This is how the product concept has led Daewoo Express to success.
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SAMMI DAEWOO EXPRESS
COMPETITORS ANALYSIS
Sammi Daewoo Express presented a new dimension to the transportation business in Pakistan. It totally
revolutionized the road transport in the country. The one word to explain this big change was “Luxury
“.The company claimed and claims to be the leaders in using the world’s most luxurious buses. Before the
advent of Daewoo Express in Pakistan, public road transport was only related to lower middle social class
of people. The people belonging to the upper tiers of the society could never imagine using public buses
for long distance travelling. They would use their personal cars, hire taxis or prefer paying the extra buck
to use air transport.
Daewoo has changed the concept. It gave birth to other companies also in the race to provide quality
transport service. On the top of the list is Faisal Movers. Other companies such as Niazi coaches were no
longer a match. Sammi Daewoo Express is expensive when compared to all its competitors in the road
transport business.
In the case of Sammi Daewoo Express, the company has been successful in establishing a positive CPV.
Customers prefer using Daewoo Express even if it’s expensive than the others because the benefits of
travelling with Daewoo outweigh the extra cost.
INTERNAL MARKETING
Sammi Daewoo Express also uses the concept of Internal Marketing to strengthen its brand image. The
employees are treated well and trained. Such employees are valuable assets to any company. These
members of the organization promote the brand in a positive way. Daewoo adds a small segment in which
the company itself is advertised as a part of the Visual Entertainment. Lunch Boxes and Headphones are
branded with the company name.
STRENGTH
The major strength of Sammi Daewoo Express Pakistan is its effective CRM strategy and the
implementation of the product concept. After 15 years of existence, the company has attained the
leadership slot in the transportation business. The company has always followed the product concept. It is
about providing optimal quality services. The customers are then attracted to the product themselves In
this case their services are their product. Even in this concept, the importance of customer is not less than
any other. The customers once attracted to the product have to be maintained as customers for a long term
period.
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SAMMI DAEWOO EXPRESS
Sammi Daewoo has always been very strong in building a strong Customer Relation. The core of CRM
begins with customer feedback as what the customer perceives about the product is what will form the
consumer behavior in the future as long term factor. Every Daewoo bus contains a set of feedback forms.
Any passenger can ask for the form and fill it to get their opinion and suggestions moved to the upper
tiers of the company management.
Learning is psychological process which plays a very important part in deciding factors of sustaining long
term customers. Learning is basically depending on experiences which a customer develops with a certain
product. Sammi Daewoo following the product concept has been offering optimal quality services. This
develops a good image of the company and experience. A customer who will develop a good experience
for a certain product or service will be more likely to be a loyal customer.
The Miles card points which are stored also result in a free travel after a certain number of miles. The
card also offers privileges in reservations and ticketing. A CRM desk is also available in the office which
is a mandatory part of every major Daewoo Terminal. An online CRM desk is also available on the
website of the company. www.daewoo.com.pk. The following are the parts of the “Contact us” part.
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SAMMI DAEWOO EXPRESS
APPENDIX
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Cargo Rates
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