An Analytical Study of Logistics Query Resolution and Billing Processes at Novateur Electrical & Digital Systems Pvt. Ltd.

Efficient logistics query resolution and accurate billing are fundamental to operational performance in the electrical and power systems industry. This study investigates these two interdependent processes at Novateur Electrical & Digital Systems Pvt. Ltd. (Numeric), a leading UPS and power solutions provider and member of the global Legrand Group. A descriptive and analytical research design was adopted; primary data was collected from 120 respondents drawn from logistics, operations, finance, warehouse, and customer service departments. Statistical techniques including percentage analysis, Chi-square tests, mean and standard deviation, and Pearson correlation were employed. Findings reveal that delivery delays (43.3%) and documentation errors (25.8%) are the predominant query types; inter-departmental coordination is rated ineffective by 54.2% of respondents; manual billing is linked to error-proneness by 69.2%; and only 34.2% regard the current billing process as efficient. Correlation analysis confirms a strong positive relationship between query resolution efficiency and customer satisfaction (r = 0.624) and a significant negative relationship between manual billing errors and billing efficiency (r = -0.589). The study recommends billing automation, centralized query management systems, standardized SOPs, 3PL consolidation, and structured training programs.