Agarwal Packers and Movers Limited: From Customer Feedback to Logistics Design Innovation
Publication date: 18 September 2015
Abstract
Agarwal Packers and Movers Limited is an example of a business that delivers superior customer service with continuous logistics design innovation. The case provides details of a leading logistics and solution provider for household goods relocation who in past was facing problems due to increase in number of customer complaints and claims and also increase in packaging costs. APML believed that mistakes could be avoided and defects could be prevented. Solutions were offered by modifying the processes through innovation in its services resulting in customers' delight. As a result of continuously improving capabilities, people, processes, and technology; the services improved too. The case gives an insight on how the company improved its services by innovating and how these innovations were sustained by such a large organization with many branches throughout India.
Keywords
Acknowledgements
The author acknowledges the support of Krishan Mittal (research intern, IIMA); Mahindra Trucks and Buses Division; and Ramesh Agarwal, Navneet Agarwal, Sandhya Bhartiya, and other associates from Agarwal Packers and Movers Limited in developing this case.
Citation
Roy, D. (2015), "Agarwal Packers and Movers Limited: From Customer Feedback to Logistics Design Innovation", . https://doi.org/10.1108/CASE.IIMA.2019.000094
Publisher
:Indian Institute of Management Ahmedabad
Copyright © 2015 by the Indian Institute of Management, Ahmedabad