Case Study Gati

GATI Case Study
Vishnu Sankar
Roll no 51
1. The main problem which Murarka is facing is that he has to uplift the
company by making changes in the places which are creating delays.
Gati, the company which he joined had launched a 72 hours
premium delivery scheme but tothe dismay the delivery was facing
delays at many times due to one or the other problem, this
waslaunched after his joining but the scheme was not creating the
desired results but rather creating issues forthe company as there
was a whole of delay in the delivery and hence it was causing bad
name for the company. So Murarka has the job to find the loopholes
and mend them so that the company could comeback on the track.
2. Murarka has to collect all the data related to process, delivery etc
and form a chart, if any data goes beyond the limit then the process
is out of statistical control or if stays close to the centerline then it is
within the statistical control. If we see the above data mentioned
that signifies that there are 231 complaints related to late delivery
has been filed which signifies there have many incidents of delays in
the organization and hence the statistical control needs to be
implemented in the organization. The premium delivery scheme is
not able to deliver items within the 72 hours scheme at many times
which indicates there is lack of statistical control and hence it needs
to be implemented.
3. An assignable is a type of variation in which a specific activity or

event can be linked to inconsistency in a system. We need to address
this type of variation the present scenario has many assignable
variation like vendor delays, human resource delay, system delay etc
so these need to address at the earliest. A random source of
variation is the type of variation which is non assignable but it does
not create much change in the working module. Some random
causes may be customer acceptance delays etc.
Some points when it become difficult to investigate the process even
if it is under statistical control are
I. lack of upper management or absence of involvement by the
upper management, this usually happens when the management
takes all the decisions and they plan accordingly.
2. Lack of complete working schedule of the organization, when
changes may be made at any point of the process and also not
knowing what the next step would be
3. When an individual doesn’t have control over the overall
process
4. When there are many external individuals involved and we
cannot talk openly to them
4. Murarka can solve this problem by first identifying the probable

causes, after which he should see the number of times a particular
problem has occurred. He should follow the first principle method
wherepreference is given to the basic and the most prime reason. Once
he sees a clear pattern which indicateson the biggest reason then he
must try to address this problem and lay the rules and regulation so
that this does not happen in the future.The key factor which we could
see is the lack of human resource and operational issues involving
poordelivery of the trucks which were poorly maintained, the human
resource was newly hired and had low motivation which in turn caused
issues. Murarka has to address things in such a way that each and every
process has a system and if not followed then they may create
consequences for the responsible.
5. Murarka will have to make a plan where he will have to collect all the
data related to the probable delays, he will have to study the case
history and the reasons mentioned against them. The cases which have
maximum number of repetitive orders they would be the first to be
given priorities, the cases causes would be arranged in decreasing order
of repetitive nature. This procedure would help him to identify the
causes and hence help him to rectify him the issues which needs the
most attention. He should try to talk to the customers directly to see
the authenticity of the reasons mentioned and then take the
appropriate actions to solve the issue. He should set rules and
regulations for each and every individual involved in the process and try
to make the process transparent so they could be accessible at any
point.
6. This is the procedure where aim is to improve the service provided

by following a set standard of practice. Murarka will have to run an
extensive procedure where after new rules and technology and also
after training people, he will have to see what the number of new cases
with similar issues has raised. If he finds any then he will have to again
study the case and rectify it after finding the causes or if there is
noissues now then he may consider that the process has been able to
find the solution. He will first have to find the problems, talk to the
management and disperse some authoritative decision making rights to
managers involved on all levels, train each and every individual on the
company standards which need to be followed, choose people those
who are highly motivated and also keeping the procedure transparent
by documenting things virtually at all levels. These steps would enable
the company to avoid any delays as each and every person would try
his best to fulfill his duties in the best possible way.

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GATI Case Study

3. An assignable is a type of variation in which a specific activity or

4. Murarka can solve this problem by first identifying the probable

6. This is the procedure where aim is to improve the service provided

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