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A case study of POS Malaysia Berhad and its customer service POS laju courier business

Yeop Ali, Dobi (2022) A case study of POS Malaysia Berhad and its customer service POS laju courier business. Doctoral thesis, Asia e University.

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Privatization of several key public services managed by the Malaysian Government strategic utilization departments such as electricity and water utilities, communications and the postal delivery has affected public perception and expectation over time. The postal-chain of deliveryis a case in point, in relation to the more encompassing practice of Logistic-Supply Value Chain(LSVC) and Public Enterprise Management (PEM) today. Customer service is an important component of the marketing concept in Logistics Supply Value Chain Management (LSVCM)of Free Market Private sector enterprise. Menus of new development in the Logistics Supply Value Chain (LSVC) components especially in Public Enterprise Management have shown fresh areas of logistics that need to be addressed. This research study is therefore an attempt to fill the gap between existing and emerging new knowledge and applications in the management of logistics customer service in a transformed public enterprise performing the public delivery postal services in Malaysia, particularly wherein there is a growing awareness that issues pertaining to logistics-supply value chain management are becoming more complexand researchers have been criticized for lack of methodology diversity and general unwillingness to employ research method and design that are more appropriate for theory generation and investigation. In order to fill this gap, an inductive qualitative method research design in combination with the researcher’s insight and experiential knowledge is utilized to further advocate advances in supply-value chain theory and practice for the purpose of this study. This case study of POS MALAYSIA BERHAD and its Customer Service PosLajuCourier Business is directed to resolve policy-procedural issues and discrepancy ineffective and efficient quality customer-service courier delivery as attested by 12 participant- respondents from top-middle-supervisory front-line management positions in various operation- iii functional departments or Divisions in Pos Laju throughout numerous Headquarters Sectors and its Service Centresin the Federal Territory of Kuala Lumpur and Shah Alam in theState of Selangor. Among the recommended improvement actions include a negotiated contract for Pos Laju to operate autonomously independent of its parent company in order to add and create valuesthat will propel it to quick response-fast track the courier service deliveryto meet rapid market demand changes including client lifestyle preferences for home-site delivery today in view of the Covic-19 pandemic episodes domestically and worldwide. In conclusion, the results-analysis of this study achieves both answers to the research questions and fulfilling its objectives that include evaluates the candid interviewed responses on the LSVCM Pos Laju Courier Business customer-relationship contributions to enhancing its own Corporate Image and Return on Investment (ROI) and those of the parent company POS MALAYSIA BERHAD. Key Words: courier business, privatization, policy-procedural issues, discrepancy in customer-service delivery,Logistics Supply Value Chain Management (LSVCM), topmiddle-supervisory frontline management, transformed public enterprise and public postal delivery, quick response-fast track customer-courier service.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: courier business, POS Malaysia, customer service
Depositing User: Muhamad Aizat Nazmi Mohd Nor Hamin
Date Deposited: 08 Apr 2022 06:55
Last Modified: 08 Apr 2022 07:35

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