A study on the efficiency of the delivery service of Kodak Philippines, Ltd.

• Main Authors: Dizon, Ma. Eden B., Gonzales, Celso Jose G., Hernandez, Daisy G., Tijam, Ria Barbra J.
• Format: text
• Language: English
• Published: Animo Repository 1996
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/16887
• Institution: De La Salle University

As many people would quote it Kodak is Quality. The company sees to it that it delights customers by providing quality products, and excellent services. This gave rise to a sub-study that will focus on the KPL's delivery service. The variables under study are the merchandise ordered that consists of the regular and chemical merchandise, personnel, delivery equipment that includes the delivery van and other tools, and the exclusive establishment of Kodak's merchandise. It aims to evaluate how efficient is the delivery service offered by Kodak Philippines Ltd. with the following objectives: determine the actual timing of delivery and measure lead time, describe the product's actual condition, the accuracy in ordering and invoicing, determine the completeness, evaluate the attitudes and appearance of the KPL's delivery personnel and evaluate the total condition of the equipment being used. Judgement and quota sampling were used in selecting the 49 respondents. The respondents were classified into two, namely: KEX and other clients. Interview method was utilized for obtaining the necessary information with semi-structured questionnaire serving as a guide for the interviewees. In the Timing of Delivery, the study revealed that KPL was able to attain its one day delivery policy and majority of its customers are satisfied with it. The customers rated the timing of the delivery service as just right. The evaluation of the product conditions category showed that most of the regular merchandise received by the clients are defective. However, majority of the customers had never received defective chemical merchandise. The overall rating for the product condition was very good. In terms of the accuracy of delivery, most of the respondents answered that they encountered inaccuracy such as incorrect price and product description in the invoice and wrong product delivery. However, the clients say that KPL always deliver complete. With regards to the attitude of the delivery personnel, the study obtained great results for majority rated the attitudes as very good. On the other hand, the physical appearance only gained a good rating. The delivery equipment of KPL only received good responses from the customers which is low compared to the company's expectation. The overall delivery rating of this study against competition was inefficient. This conclusion was based on the Hypothesis Testing-Chi-Square method. Therefore, the researchers recommend that KPL should always be observant and deliberate with the problems and shortcoming the delivery service may incur. With all of these valuations, the researchers formulated strategies to improve KPL's delivery services and benefit the whole company. Recommendation of the following strategies are as follows: provide at least twice a week for southern tagalog area, additional personnel or manpower during peak seasons, additional delivery vehicle(s) for emergency and small orders of merchandise, delivery van should leave KPL's premises by 8 a.m., proper handling of merchandise by the delivery personnel, quality check before delivery, improve response time in picking up merchandise to be returned, proper communication, advise customers of potential backorders and give commitment dates, provide safety stocks, strict implementation of the delivery portfolio, provide training ad development programs for the forwarders' personnel, assigned specific personnel for each route, and dilapidated vans should be replaced.