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Introduction

Industry Overview: Logistics and Courier Services in the Philippines

The logistics and courier industry in the Philippines has grown significantly in recent years,
driven by the rise of e-commerce and the increasing demand for efficient delivery services. As
businesses and consumers rely more heavily on online shopping platforms, logistics providers
play a critical role in bridging the gap between merchants and customers. The market is highly
competitive, with both local and international companies offering services ranging from last-mile
delivery to full-scale supply chain solutions.

Philippine logistics services include freight forwarding, express parcel delivery, and
warehousing. The industry is further segmented by key players focusing on niches, such as
same-day delivery, cross-border shipping, and business-to-business logistics. Companies like
Lalamove, J&T Express, and Flash Express have captured significant market share by
leveraging technology to optimize operations. However, the sector also faces challenges such
as fluctuating fuel costs, regulatory compliance, and the need to enhance infrastructure to reach
remote areas effectively.

Introduction to Flash Express and Its Market Position

Flash Express operates within this dynamic logistics landscape, specializing in courier services
and e-commerce support. It positions itself as a modern logistics provider, aiming to fill service
gaps by offering flexible, technology-driven delivery solutions. With its introduction of the Flash
Home program, Flash Express expands beyond traditional delivery operations, enabling small
businesses and individuals to participate in its logistics network. This move reflects the
company’s strategy of decentralizing operations to improve efficiency while empowering
communities across the Philippines.

By combining affordability with customer-focused innovations, Flash Express competes

aggressively in an industry shaped by convenience and speed. It aims to carve a niche by
offering services such as same-day deliveries and business partnership opportunities,
positioning itself as both a logistics provider and a business enabler.

Methodology

● Research Method
The research employed a qualitative approach, specifically qualitative regression, to analyze the
current practices, improvement areas, and potential strategic recommendations for Flash
Express in San Rafael, Bulacan, Philippines. Qualitative regression was used to explore the
relationships between the business’s operational strategies, best practices, and areas for
improvement, as identified through interviews and industry data. This approach allowed for a
detailed examination of how the existing practices of Flash Express align with industry
standards and where strategic improvements could be made. By focusing on narrative data
gathered through interviews and industry reports, the research provided insights that were
contextualized in the business’s specific operational environment.

● Data Collection Method

The primary method for data collection was an in-depth interview conducted with the owner of
Flash Express. The interview aimed to gather first-hand information about the company's
operational practices, business strategies, and perceived challenges. Open-ended questions
were employed to allow for comprehensive responses, enabling the research team to delve into
specific areas of interest, such as operational workflows, customer service policies, and
logistical management. The interview process was designed to be flexible, allowing the
interviewee to elaborate on topics of relevance while ensuring that all critical aspects of the
business were discussed.

Additionally, industry reports were reviewed to provide a broader perspective on the logistics
and courier industry, which helped to contextualize the information gathered from the interview.
These reports offered insights into industry trends, standards, and benchmarks that were later
used to compare Flash Express’s performance against broader market expectations. The
combination of interview data and secondary sources allowed for a more comprehensive
analysis.

● Sources of Information
The interview with the owner of Flash Express served as the primary source of qualitative data.
This source provided direct insights into the company’s internal practices, including areas where
they believed improvements could be made. To supplement this, secondary data from industry
reports were utilized. These reports provided an external lens through which the company’s
performance could be evaluated, offering industry-wide benchmarks and best practices that
were used for comparison. The reports covered various aspects of the logistics sector, such as
delivery speed, cost-efficiency, customer satisfaction, and technological integration, which were
instrumental in developing strategic recommendations for the company.

● Criteria for Evaluating Current Best Practices and Areas for Improvement
The evaluation of Flash Express’s current best practices and areas for improvement was based
primarily on the notes and observations gathered during the interview with the owner. The
research team reviewed these notes to identify key themes related to the company’s strengths,
such as operational efficiency, customer service, and employee management. These identified
strengths were then cross-referenced with industry standards and best practices found in the
secondary data.

For the areas of improvement, the research focused on challenges or inefficiencies mentioned
by the owner, such as logistical bottlenecks or outdated processes. Each potential improvement
was evaluated based on its impact on operational performance, customer satisfaction, and
cost-effectiveness. The criteria for evaluation included the alignment of practices with industry
trends, the scalability of current operations, and the company's readiness to adopt new
technologies or strategies. By using both the interview data and industry reports, the evaluation
process was comprehensive and allowed for a holistic assessment of the company's current
standing and future potential.

Current best practices (Simplify/ Paraphrase ko later)

● Automated Order Management

Automating order management is essential for businesses using Flash Express, especially for
quick next-day deliveries within Luzon. By automating tasks like order placement and tracking,
businesses can process more orders faster and with fewer mistakes. It syncs customer
information, reduces errors, and makes it easier to manage orders from various platforms like
Shopee or Lazada in one place. Automation also updates customers in real-time, improves their
experience, and helps businesses scale efficiently without added workload, especially during
busy times.

● Leverage Flash Express Integration for E-commerce

To streamline shipping for high order volumes, businesses can integrate Flash Express through
their API, allowing automatic syncing of orders, shipping, and tracking. Flash Express also
partners with platforms like Lazada, Shopee, and Tiktok, so sellers can handle shipping directly
from their dashboards, saving time and avoiding manual data entry.

● Focus on Logistics & Pick-up Efficiency

To make shipping smoother, businesses can schedule regular daily or bulk pick-ups with Flash
Express. This makes the shipping process more organized and predictable, ensuring that
packages are sent out on time. Additionally, encouraging customers to use nearby Flash
Express hubs or pick-up points can speed up the process since these locations are closer to the
main logistics centers, allowing for faster dispatch and delivery.

● Leverage Flash Express’ Fast Shipping Guarantee

Flash Express offers fast shipping, with standard service delivering parcels within a day for
Luzon-to-Luzon shipments. For businesses needing even quicker or guaranteed delivery times,
premium service options are available. To keep customers informed, businesses can automate
tracking updates via SMS or email, allowing customers to easily track their parcels. This not only
reduces worries about delivery but also boosts customer satisfaction.
 ● User-Friendly

Flash Express provides a user-friendly experience with its website and mobile app, allowing
customers to book shipments quickly and easily online. This saves time compared to visiting a
service center. The service also offers a Cash-on-Delivery (COD) option, which is great for
customers who prefer paying when they receive their items. By using these features,
businesses can make Flash Express more efficient and convenient, leading to greater
satisfaction for both the business and its customers.

Areas for improvement

1. Parcel Loss Due to Rider Errors: Frequent mismanagement by riders has led to a
significant number of lost parcels and delivery errors have become a pressing issue.
This not only affects customer satisfaction but also leads to financial losses from
reshipping and compensation claims. High-profile incidents can damage the brand’s
reputation and deter potential customers.

2. Rider Motivation: Reports of laziness among some riders indicate a lack of

engagement and motivation. This can lead to missed deliveries and inconsistent service,
impacting customer experience and loyalty. Identifying the root causes of low
motivation—whether related to compensation, workload, or lack of recognition—is
critical. This inconsistency can harm the company’s reputation and reliability.

3. Encoding Accuracy: Errors in the encoding process can result in misrouted parcels,
delays, and increased customer complaints. This gap highlights the need for meticulous
attention to detail and robust verification processes to ensure the integrity of order data.

4. Competitive Pressure: With numerous competitors in every town, maintaining a

competitive edge is vital. Flash Home must continuously adapt to market demands and
differentiate itself, or risk losing customers to rivals offering similar services.

Recommendations
Flash Express is currently facing challenges with system errors ,parcel loss, and unethical
behavior of riders, primarily due to increased volume. To address these issues effectively, the
following recommendations are proposed:

1. Technology Upgrades

System Improvement:
Upgrade the logistics management software to better manage higher volumes of
shipments. This will make it easier to track packages and generate reports, helping to
improve overall efficiency.

2. Better Communication Channels

Customer Feedback:
Enhance communication channel for customers to report lost packages or delivery problems,
helping to resolve these issues more quickly.

Internal Communication:
Promote clearer communication among teams to keep everyone updated on package statuses
and delivery times.

3. Employee Conduct and Accountability Guidelines for Protecting Company Assets

-Collaboration with Law Enforcement

Partner with local law enforcement to address theft-related issues and improve overall security
measures.

• Define Offenses Clearly

Minor Offenses: Clearly explain what counts as a minor offense, such as being late or not
following procedures. Make sure employees know these actions are important, even if they
aren’t criminal.

Major Offenses: Clearly state what major offenses are, including stealing packages, committing
fraud, or engaging in serious misbehavior.
 • Three Minor Offense Rule

Policy Statement: Add a rule saying that if an employee gets three documented minor offenses,
they can be fired immediately.

Documentation Requirement: Make sure that each offense is recorded and shared with the
employee, giving them a chance to improve their behavior.

• Immediate Termination for Major Offenses

Zero Tolerance Policy: Create a strict policy that results in immediate firing for major offenses,
like theft or other serious violations, once confirmed.

Investigation Protocol: Set up a straightforward process to investigate claims of major offenses

before deciding on termination.

5. Review and Appeal Process

Fair Process: Create a clear process for employees to appeal their terminations, making sure
the decision-making is fair and open.

Regular Review: Regularly check the policy to ensure it matches the company’s values and
legal requirements.

Upgrading technology will enhance efficiency and tracking capabilities. Improving

communication channels will allow for faster problem resolution and better updates within
teams. Establishing clear conduct guidelines and collaborating with local law enforcement will
help protect company assets. The introduction of a minor offense rule and a zero-tolerance
policy for major offenses will ensure accountability. Additionally, requiring employee
acknowledgment of these rules and maintaining a fair appeal process will promote a culture of
integrity.

Conclusion

In conclusion, the logistics and courier industry in the Philippines is experiencing rapid growth,
largely due to the rising demand for reliable delivery services driven by e-commerce. In this
competitive environment, companies like Flash Express play a vital role in efficiently connecting
merchants and customers. However, as the market evolves, it is important for businesses to
continually improve their operations to remain competitive. This study has highlighted both the
strengths and weaknesses of Flash Express, identifying areas where improvements are needed
to meet industry standards.

Flash Express excels in several key areas, such as automating order management, which
speeds up and ensures more accurate deliveries. Its integration with popular e-commerce
platforms like Shopee and Lazada adds convenience for businesses, while its logistics and
pick-up services streamline the shipping process. Additionally, Flash Express’s fast shipping,
especially for Luzon-to-Luzon deliveries, gives it a competitive advantage. The user-friendly
interface also makes booking and tracking shipments easier, enhancing customer satisfaction.

Despite these strengths, certain challenges need attention. Parcel loss due to rider errors is a
significant problem, affecting customer satisfaction and increasing costs for the company. Some
riders lack motivation, resulting in inconsistent service and delayed deliveries. There are also
issues with encoding errors, leading to misrouted parcels and delays. Furthermore, Flash
Express faces strong competition from both local and international companies, which forces it to
continuously innovate and improve.

Ultimately, Flash Express’s success will depend on its ability to adapt to changing market
demands and maintain high levels of customer service. By focusing on technology upgrades,
improving communication, and implementing clear guidelines for employee guidelines, the
company can resolve its current issues and position itself for growth. As Flash Express
continues to improve, it has the potential to strengthen its position as a leading brand in the
logistics industry in the Philippines.

By adopting these recommendations, Flash Express will not only boost its operational efficiency
but also improve the customer experience, ensuring that it remains competitive in an industry
where speed, reliability, and customer satisfaction are critical.