1.

Service responsiveness:
 Product –
Inconsistency: Designing the product portfolio in such a way that that they contain varied
distinguishable features, so that no dissonance arises in the customers’ minds for the service
availed.
 Price –
Inconsistency: Having different pricing slabs for different products which deliver on the
requirements of the customers, such as fast delivery, offers flexibility on hours of delivery.
 People –
Inconsistency: Training the people to follow SOP’s to ensure minimum time taken for delivery of
package and cater to specific requirements of the customers.
 Process –
Inconsistency: Designing a process which adheres to offerings of product i.e. if a product offers
super fast delivery, having a separate process for such products will ensure swift delivery.

2. Value for money:

 Product –
Inconsistency: Mapping the customer needs across the various products offerings to maximize
the value derived by the customer and bridge any gap that may arise is taken care by designing
the product offerings accordingly.
 Price –
Inconsistency: Providing proper value proposition for all pricing slab with add on features to
generate maximum customer satisfaction so as to avoid discontentment in the minds of the
customers.