Rationale behind doing this project:

In the transport segment, courier companies are playing major role to provide services in India.
There are three crucial elements which are involved in the supply chain management of the
courier companies. 1. Procurement 2. Process and 3. Delivery. In a comparative business
environment the companies will have to manage these things with low-cost, customer
satisfaction and just-in-time. If any company fulfils customer satisfaction with low cost
strategy and just in time, the company will be effectively more competitive. So at the managerial
point of view, it is very good opportunity for me to learn that how the courier companies manage
the above things.

The project report is useful to courier agencies in relation to improving the operational
efficiency, timeliness of the delivery scheduling and overall customer satisfaction. The courier
companies can analyze the efficiency and time management through this project. And they will
also well aware about their strength and weaknesses in comparison to other courier companies.

1
Objectives and scope of study:

1. Study of supply chain process of courier companies.

2. Study the different types of service provided by courier companies.
3. Comparison of Service quality of the companies in terms of JIT, cost effective, customer
satisfaction etc.

2
RESEARCH METHODOLOGY:

The objective of the present study can be accomplished by conducting a systematic market
research. Market research is the systematic design, collection, analysis and reporting of data and
findings that are relevant to different marketing situations facing the company.

The marketing research process that is adopted in the present study consists of the following
stages:
1. Defining the problem and the research objective :
The research objective states what information is needed to solve the problem. The objective
of the research is to study the Indian Logistics industry growth drivers and its comparison with
the other countries.
2. Developing the research plan:
Once the problem is identified, the next step is to prepare a plan for getting the
information needed for the research. The present study adopted the descriptive approach wherein
there was a need to gather large amount of information before making a conclusion.

3. Collection and Sources of data:

Primary Data:

Primary data will be collected from the customers through the questionnaire. The sample size will be
100 from the four representative courier companies.

Secondary Data:

Secondary data will be collected from the authorized agents of the companies, magazines, newspapers
and internet.

4. Analyze the collected information:

This involves converting raw data into useful information. It involves tabulation of data,
using statistical measures.
Statistical Tools:
➢ Column Diagram.
3
5. Report research findings:
This phase marks the culmination of the marketing research effort. The report with the
research findings is a formal written document.

4
 Literature Review

A supply chain is a network of facilities and distribution options that performs the functions of
procurement of materials, transformation of these materials into intermediate and finished
products, and the distribution of these finished products to customers. Supply chains exist in both
service and manufacturing organizations, although the complexity of the chain may vary greatly
from industry to industry and firm to firm.

Below is an example of a very simple supply chain for a single product, where raw material is
procured from vendors, transformed into finished goods in a single step, and then transported to
distribution centers, and ultimately, customers. Realistic supply chains have multiple end
products with shared components, facilities and capacities. The flow of materials is not always
along an arborescent network, various modes of transportation may be considered, and the bill of
materials for the end items may be both deep and large.

Traditionally, marketing, distribution, planning, manufacturing, and the purchasing organizations

along the supply chain operated independently. These organizations have their own objectives
5
and these are often conflicting. Marketing's objective of high customer service and maximum
sales dollars conflict with manufacturing and distribution goals. Many manufacturing operations
are designed to maximize throughput and lower costs with little consideration for the impact on
inventory levels and distribution capabilities. Purchasing contracts are often negotiated with very
little information beyond historical buying patterns. The result of these factors is that there is not
a single, integrated plan for the organization---there were as many plans as businesses. Clearly,
there is a need for a mechanism through which these different functions can be integrated
together. Supply chain management is a strategy through which such an integration can be
achieved.

Supply chain management is typically viewed to lie between fully vertically integrated firms,
where the entire material flow is owned by a single firm and those where each channel member
operates independently. Therefore coordination between the various players in the chain is key in
its effective management.

There are four major decision areas in supply chain management:

1) Location

2) Production,

3) Inventory,

4) Transportation (distribution),

6
GLOBAL LOGISTICS SCENARIO:

In a move to cut down costs, producers are exploring around the globe in search for the lowest
cost exporters/suppliers. Lured towards developing countries in south-east Asian region for
lower-wages, transportation industry is stretching its reach longer than ever before. Major
players are focusing overseas markets for outsourcing cheap manufacturing as well as expanding
their businesses. This results in outbound logistics. And acceleration in manufacturing capacity is
driving many producers to shutter superfluous plants. The rest of the plants are gaining the
developing rhythm, but must export overseas now to sustain their positions in the market.

Boom in the Internet based services made overseas suppliers capable to match foot with local
suppliers. Web-based sales, services and supplies are emerging vertically. The expanding reach
has compelled logistic industry to spur cross-border trade. Regardless-of this outbreak of
activity, it is commonplace also for expert managers of local logistics to get acquainted with the
complexity of international trade logistics. Global transportation and relevant services includes
much complex documentation than for domestic shipments. It almost includes longer delivery
times. Evaluation of the arrival times of international shipments is just a magic than solid fact.

The business players always look for just-in-time shipments, thus it aspires enhanced build to
order model and lot-size-of-one shipments, which results more pressure on logistics industry.
Logistics industry has usually been old-fashioned traditions. Usually, the shipping personals
would decide for carriers, customs agents and so on. Normally, their search doesn‘t go beyond
the initial service providers who cover all the minimum requirements. Once the shipment kicks
off its journey towards its destination, it is really hard to assume reaching time.

For example, a ship that started its journey from Asia could meet harsh weather, which may
delay its reaching on the West Coast for three days. On the other hand, the trucks at the West
Coast would have to wait and sat empty and ideal for the three days, which would certainly result
in big loss. These kind of unpredictable losses are usual in international logistics. Thus, even the
largest multi-national companies avoided logistic services on a worldwide basis. They opt to

7
establish their operations in each country and let them to manage logistics individually. The
boom in Internet services changed international logistics rapidly.
At present, vendors can cater massive numbers of global shipments. Complying with this, they
create and uphold substantial databases, which cover country-specific laws and regulations.
Factually, thousands of combinations of containers, ports, and so on are likely counted for
moving a shipment.
International logistics vendors also maintains cost and route information on hundreds of
hundreds carriers, which are operational in dozens of regions, which offers both lower freight
bills and cutting of delivery times.

A biggest disadvantage in international logistics is the vagueness in arrival times. Materials

managers have had modest choice, so they had get around by adding more safety stocks.
Thus, the costs of inventory management in the overseas parts are naturally higher. The
uncertainty of delivery time is due to not tapping of international shipments closely and step by-
step. This is easier said than done. However vendors are now offering tracking system, which is
necessary in continuous tracking of both international logistics network, and electronic visibility
in each yard and carrier. Although there is much to be done to achieve this stage, the pieces of
the puzzle are gradually coming together. Even though vendors are offering a worldwide
network, significantly added and dedicated, equipment is still required. For example, tracking
completed products needs a yard management system, which recognizes each container in the
yard and its placement.

The radio frequency Identification (RFID) tags in containers, whose place is detected by
antennas located in the yard. Maintaining the clear vision also needs tracking the containers as
soon as they leave the yard. This tracking is possible by Global Positioning (GPS) systems and
satellites, however, use of these systems are not usual at present. As a result, the industry does
not provide step-by-step tracking of container.

An important trend among logistics services providers would aid the industry. Logistics industry
veterans unveil that logistics service providers are extending reach worldwide and expanding

8
their services too. Regardless of understandable limitation, global logistics should obviously
improve. Web-based companies and technically ground-breaking carriers such as UPS Logistics,
Ryder, and others will carry on showing the way. Global logistics in near future should be distant
more faultless and reasonably priced than ever.

Size of the global logistics industry:

Currently the annual logistics cost of the world is about USD 3.5 trillion. For any country, the
annual logistics cost varies between 9% and 20% of the GDP, the figure for the US being about
9%. US-based Armstrong & Associates, Inc. tracks the issues and trends in the world logistics
market and in the US logistics market, in particular, in their annual surveys of top 25 global
LSPs. According to the firm, the global logistics market sizes in 1992, 1996 and 2000 were USD
10 billion, USD 25 billion and USD 56 billion, respectively. In 2003 and 2004, the
corresponding figures were USD270 billion and USD 333 billion, registering high growth rates.
Though most of the large LSPs are headquartered in Europe, the US logistics market is the
largest in the world capturing one-third of the world logistics market. In 2003, it was about USD
80 billion.
In 2004, it grew to USD 89 billion, and in 2005, it registered an impressive growth rate of 16%
to cross the USD 100 billion mark for the first time and reach USD 103.7 billion (Foster and
Armstrong, 2004, 2005, 2006). However, considering the fact that the logistics market in the US
is about 10% of its annual logistics cost (Foster and Armstrong, 2006), there is still immense
potential for growth of 3PL in the US in particular, and in the world in general.

9
SIZE OF THE LOGISTICS MARKET IN INDIA:

Indian Supply Chain and Logistics Industry is more than USD 100 Billion in size and is the
backbone of Indian Economy. Our industry is growing at a rate of 8-10% annually and has been
a crucial contributor in the growth and development of the Indian economy. In the near future,
Traditional Logistics services like Transportation and Warehousing would continue to growth at
a good rate. However, the big ticket growth would come from the Value Added Logistics
services in the near future.
At present, Outsourced Logistics accounts for only one-third of the total Logistics market in
India, which is a significantly lower proportion vis-a-vis the developed markets. Growth in this
industry is currently being driven in India by over USD 300 billion worth of infrastructure
investments, the phased introduction of VAT, the development of organized Retail and Agro-
processing industries, along with a strong manufacturing growth. In addition, we expect strong
Foreign Direct Investment inflows in the Indian markets, which would lead to increased market
opportunities for providers of Third-Party Logistics in India. Therefore, India possesses
substantial opportunities for growth in the Supply Chain & Logistics industry in the coming
years, notwithstanding the temporary jolt due to the economic slowdown.

10
Courier Industries:

Couriers are basically a service for sending money or goods at some extra cost. It involves a
person or a company engaged in transporting, dispatching and distributing letters, parcels and
mails. In a rather layman term, it can be said that, compared to normal mail service, a courier
possess many added features. A courier is much faster, safer and secured than ordinary mail. It is
a specialized service with authenticated signatures. It has tracking service with each service
being treated as a specific individual case. Dedicated timely deliverance is its primary hallmark.
These features do cost a bit extra but with so many features available, the cost gets leveraged.
The courier industry specializes in time-definite, reliable transportation services for documents,
packages and freight. This is done via a combination of transport networking that includes road,
rail, sea and air for door-to-door delivery. This extensive distribution system is supported by
infrastructure that comprises hubs, warehouses, IT technology and human resources, as well as
offices in various cities.
More and more courier companies appear on a regular basis, and you may have noticed different
courier logos and branding on vans and planes across the world. Many of these courier
companies operate independently, where as others rely on some of the larger courier companies
when it comes to providing international deliveries.
One of the main reasons for the increase in courier companies is the boom in global trade,
probably largely down to the Internet. Couriers have to deal with all sorts of requests from
delivering simple mail documents to large electronic items like computers, printers and
televisions. Simply put, the courier market has grown due to demand from customers and
businesses.

I have taken four major courier companies which provide the services in India, and try to find out
the process of supply chain management and marketing strategy followed by them.
1. FedEx
2. Blue Dart
3. DTDC
4. First Flight

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FedEx:

FedEx Corporation provides integrated transportation, information, and logistics Solutions

through a powerful family of companies that operate independently yet compete collectively.

The FedEx Family:

FedEx Corporation, a $20-billion global enterprise

FedEx Express, the world's largest express transportation company

FedEx Ground, North America's second-largest provider of ground small-package

Delivery offering a new service -- FedEx Home Delivery

FedEx Freight, a leading provider of regional LTL freight services

FedEx Custom Critical, the world's largest surface expedited carrier

FedEx Trade Networks, a high-tech customs broker and trade facilitator

FedEx supply chain services

FedEx Supply Chain Services designs, develops, and applies transportation management and e-
Logistics solutions to improve inventory visibility, velocity, and speed to market. Their
transportation management service improves transportation processes and can increase
efficiencies. Their e-Logistics group helps customers compete in today's highly competitive e-
Business channels. The FedEx network is woven around the complex structure of our country
through a HUB and SPOKE system allowing valued customers flexibility for their choice of
routing vendor resourcement, primary warehousing, distribution, secondary warehousing so as to

12
ensure minimum inventory holding cost providing the customers with a cutting edge over its
competitors.

The FedEx Supply Chain

A supply chain is a network of sub-suppliers, suppliers, internal operations, trade customers,

retail customers, and end users. Supply chain management is a loop that starts with the customer
and ends with the customer. It requires looking at your business as one continuous process that
absorbs such traditionally distinct functions as forecasting, purchasing, manufacturing,
distribution and sales, and marketing into a continuous flow of business interaction. Under this
the functional ‗stove pipes‘ of corporate activity are replaced by departments structured as a
pipeline that stretches between a company‘s suppliers and its customers. Integrated supply chain
management is a process-oriented, integrated approach to procuring, producing and delivering
products and services to customers. ISCM has a broad scope that includes sub-suppliers, internal
operations, trade customers, retail customers and end users. ISCM covers the management of
material, information and funds flow. Supply chain management is the logical progression of
developments in logistics management. Physical distribution management integrated two
functions, providing inventory-reduction benefits from the use of faster, more frequent and
especially, more reliable transportation. Second phase in SCM‘s development, the logistics stage
saw the addition of the manufacturing, procurement and order management functions. This was
aided by electronic data interchange, worldwide communications, and the growing availability of
computers to store data and perform analyses. The third and current stage is the integrated supply
chain management stage. To the lengthening chain of functions being integrated, suppliers at one
end and customers at the other have been added. This has become a seven-function supply chain,
vastly more complex than the two-functions physical distribution chain. To handle this
complexity, we rely on electronic data, electronic funds transfer, higher bandwidth
communications, and computerized decision support systems for planning and for execution.
Training is a key component too. The next phase of supply chain management, super supply
chain management for want of a better term will incorporate more functions such as product

13
development, marketing and customer service. It will be enabled by even more advanced
communications, better and more user-friendly computerized decision support systems and
increased training.

Factors shaping supply chain management

From the many factors potentially involved,it is believed that six business and economic forces
will most impact future supply chain management.These include the three external
factors:consumer demands,globalisation and information/communication.Three additional topics
that will be critical to future supply chain design:competition,regulation and environmental
concerns.Though other factors,for example, organized labour and transportation technology may
play a role they will be secondary in defining supply chain management‘s future. FedEx in India
has five flights a week coming to its Mumbai gateway (no flights on weekends).These flights
come from the eastern hub and the western hub of the FedEx corporation. In India the FedEx
corporation‘s activities are governed by the DGCA rules (which requires a minimum cooling
period for 24 hours for unaccompanied goods on flights, quota restrictions on the movement of
certain goods within the country, transshipment not allowed because of custom laws etc.) Using
its alliance with Blue Dart, the compliance aspect is left to Blue Dart to fulfill.
FedEx purchases from suppliers in two primary ways:
 Centralized purchasing: A process with contract/business agreement formats
executed by supply chain specialists at headquarters for the various divisions
within FedEx. Centralized purchasing is most often used for high dollar value
goods and services.
 Decentralized purchasing: A process at regional and local levels throughout
FedEx all over the world. Decentralized purchasing is generally used for readily
consumable commodities of small dollar value.

If they look at the supply chain of FedEx in India we see that their suppliers are:

 Indian Oil for providing fuel for its aircrafts which lands in Mumbai.
14
  Khambatta Associates for doing all the ground handling work
 Jinnah & Associates for custom clearance.
 Stationery ( memos, notepads etc) are bought from local suppliers
 Advertising, PR and direct marketing functions are outsourced to various agencies.
 Blue Dart handles collection, distribution ,transportation and logistics in the country for
FedEx
 Software supplied by FedEx USA.

The customers of FedEx in India are:

 Leather exporters
 Garments exporters
 Brass exporters
 Marine products exporters
 Gems and jewellery exporters and
 Other exporters of the top ten export items

Transportation and Logistics Management

Transportation is the linkage process in logistics and often consumes much of the resources
provided to the logistics function. It once dominated the distribution activity but for most
companies it is now integrated into an overall activity. There are three factors that need to be
considered. Operational factors include customer, environmental, product and company
characteristics. The choice of transport mode is influenced by load size, density, value,
competitive necessity and cost structures. Channel strategy considerations include the
identification of available channels and the interfaces within each channel. Transportation with
facilities creates time utility value in the supply chain. The extent of this will be part of the
decision making process. Clearly, there are a number of options available: the decision on which
one to use will be based upon a number of factors. Transportation also creates place utility value

15
by delivering product to locations that are convenient for customers. Transportation accounts for
the largest resource commitment in the logistics activity, therefore its relative cost/benefit profile
must be established within the context of the level of customer satisfaction that is being set as an
objective. There are a number of interface areas and therefore decisions shared by transportation.
These should be explored by first identifying the areas of flexibility and inflexibility of the
decisions and most importantly that of the customer service objectives. The decisions influenced
by transportation considerations include:

 Customer communications
 Market coverage
 Sourcing decisions
 Processing/manufacturing
 Customer service decisions.

There are five factors which should be considered in the choice of transportation:
1. Company characteristics and philosophy: These are important and concern the
company‘s marketing, financial and operations strategies.
2. Market structures: These are important considerations. There are two factors involved
in it. Competitive structure and the geographical structure or territorial considerations. In
fiercely competitive markets delivery may be one of the key factors influencing
customer‘s selection of suppliers.
3. Product characteristics: These characteristics are to be considered as weight, size and
shape, robustness, shelf life, potential danger, value and special characteristics, which
may require expensive handling services and equipments.
4. Customer characteristics: It may impact on profitability. Often it is those characteristics
which may influence delivery costs that are important as to whether or not a customer is
profitable to the business.
5. Environmental issues: It can influence a transport mode decision in a number of ways.
In its broadest scope environment can be taken to include government and its influence

16
 on transport policy. The concept of trade-off possibilities and potential for overall costs is
important within the transport decision. There are three that should be considered.
 Horizontal Trade-offs: It occurs within and between the different transport modes,
which could be selected to perform the same task, such as air versus sea, or road versus
rail.
 Vertical trade-offs: It Occurs where a change takes place in a transport activity and
offers a greater benefit in another area of the logistics function or the organization, such
as markedly improved productivity due to an infrastructure development.
 Lateral trade-offs: It occurs where transport costs can be weighed against lower costs in
other areas. Using express freight services may increase the freight cost but reduce the
need for distribution centers or high inventory building. FedEx combines people and
technology to optimize cost and service. Their transportation management service
combines sophisticated information technology with human resources to improve the
inbound and outbound transportation processes of their customers. Their service
simplifies carrier selection, improves logistics management, and offers cost savings
opportunities. They streamline transportation management by providing a single point of
contact for all of a customer's shipment and delivery needs. A team of dedicated
coordinators is assigned to each account. Clients order service via electronic data
interchange, the Internet, phone, or fax. They identify the carrier that will provide the
lowest cost and best service for a customer's shipment. Then, a coordinator alerts the
selected carrier and dispatches a vehicle. The result is a simplified, cost-effective process
for managing transportation and inventory carrying costs. Here‘s what any company can
expect from their transportation management service:
 Transportation Savings. As a result of their carrier network and superior
technology, they offer transportation savings opportunities to their customers.
 Discipline & Control. They identify delivery dates; then, they determine the right
mode of transportation for each shipment. In addition, they audit carrier
compliance to their customers' specifications.

17
  Convenience. They audit your freight bills and allocate charges to the appropriate
accounting code within your organization. In addition, they offer the opportunity
to reduce administration costs through electronic, paperless invoices.
 Information. They capture complete data about your company's shipments and
provide useful management reports to further improve your transportation
process.

Integrated Logistics

Increase inventory visibility and velocity with integrated logistics. They combine knowledge and
technology to integrate transportation management service with:
 order management
 fulfillment
 kitting and parts sequencing
 supply chain consulting and design
 returns management
Their customers can benefit from improved operating efficiencies, increased flexibility, and
improved inventory visibility and velocity.

E-Logistics
The components of FedEx e-Logistics (web enablement fulfillment, returns management) can be
implemented individually to address the specific needs of supply chains. They can also be
configured in a number of ways to create an integrated solution that works hard to speed entry
into the digital marketplace, enhance inventory visibility and velocity, and improve customer
service and relationship management. From a simple channel to a complex supply chain. From
small e-tailers to manufacturing suppliers. The flexible, scalable, and configurable FedEx e-
Logistics package can help you compete.and win.

Enablement

18
The front-end of your e-commerce operation is a critical component of your online channel.
Many companies choose an outside vendor for creating their web sites, only to find they deliver
partially. Often, the firm is ultimately focused on the look-and-feel, brand-building aspects of the
site, and ignores the potential for optimizing the customer‘s experience and building loyalty. The
Enablement component of FedEx e-Logistics includes:
 Customer Relationship Tools that can provide customer interaction histories. This
valuable information can easily be transformed into powerful, personalized sales
programs.
 On-Line Inventory and Order Information — access that can tell customers if an
item is out-of-stock and suggest an alternative.
 24 x 7 Customer Support that can help close sales with customers. Current
technologies include pop-up chat windows, e-mail, and Internet
 Voice solutions.

E-Fulfillment
A sale is a promise. A well-run fulfillment operation is how you keep that promise. Internet
operations that have withstood the test of time are the ones that have backed up superior front
end interfaces with equal — if not stronger — back-end fulfillment infrastructure. FedEx e-
Logistics offers e-Fulfillment solutions that include:
 Distributed National Warehouse Network that can provide a fast, flexible, and
cost-efficient alternative to company-operated warehouses.
 Integrated Information Systems that can allow high-volume picking and packing
with maximum speed accuracy.
 Customer Service Support Networks that can ensure your customers have
someone to talk to about their orders 24 hours a day, seven days a week.
 Flexible and Scalable Structure, which means your solution, can be adjusted to
meet specific needs.

19
CUSTOMER SERVICE IN THE SUPPLY CHAIN

Efficient Consumer Response refers to the situation that makes the consumer the hero by
providing better service to customers at lower cost, fewer stock outs and new products they want.
Consumers will get a better deal overall. All this is done through control of information and
product form the point of manufacturing to the point of sale, with the intent of eliminating waste
and reducing cost cross an entire distribution pipeline. With ECR the entire pipeline is driven by
scanned data at the point of sale. Replenishment orders are communicated via EDI to direct store
delivery to retail distribution centers to wholesaler / distributor and to the manufacturers. This
ensures that the right amount of product is delivered in a timely fashion, eliminating unnecessary
inventory in the pipeline, eliminating stock outs and also eliminating the need for each pipeline
participant to conduct its own forecast. In essence, ECR makes it possible for participants in a
distribution pipeline to substitute information for inventory. The benefits to them are increased
product velocity and the competitive benefits of significantly lower costs.

 In Delhi, FedEx has a 24 hour call center (6285911) wherein the customers can call and
make an order for pickup and delivery. FedEx assures a maximum 1 hour response time
for pick up. The customer is expected to package the goods to be sent himself.
 Also after the pickup has taken place; a one-hour time for doing the necessary paperwork
is required.
 Following this a maximum of 6 hours processing time is needed at the airport for
bagging, tagging, foreign exchange remittance, security check, clearance, etc. Thus
keeping in mind the time for departure of flight and all this time required, FedEx works
backward to ensure that the product is picked and delivered on time.
 For achieving this FedEx has a call cutoff time after which they stop taking calls for that
particular day
 They have a office cut off time after which paper work by the office is not done.
 And they have at ramp cutoff time after which a package is not taken to the airport (this is
the time required to balance the aircraft and to secure the goods to it.) However the

20
 adjustments to these rules can be made depending on the proximity of the customers to
the office or his volunteering to drop off the package at the airport, etc.
FedEx has segmented its customers by:

 By analyzing large scale databases available with Blue Dart and the various export
promotion councils.
 By segmenting Businesses based on their industry of operation and design of their supply
Chains.
 On the basis of the customer service needs in the Asia Pacific region and the inputs
required for it.
FedEx has certain service quality standards and levels laid\d down and these are strictly adhered
to. These are the net service levels (NSL) and the service quality index.(SQI). Exceptions to this
rule are followed only in the case of acts of God / nature beyond the control of man. The various
―perfect order‖ busters are:
o Right day late
o Wrong day late
o Partial delivery
o Inner content damaged
o Goods lost, etc.
Depending on the gravity of the act, certain points of non- conformance are deducted for each of
these busters. Every unit of FedEx has been allowed a certain maximum tolerance limit for non-
conformance within a stipulated time period beyond which the unit is penalized for non
conformance. FedEx holds internal meets to measure and constantly upgrade its service levels.
For this it has appointed a customer advisory board that keeps receiving feedback from its
customers. Also FedEx sometimes out sources its customer‘s satisfaction survey to an agency or
to an anonymous freelancer to carry out the survey without biasing the customers towards the
FedEx name. The FedEx Transportation management service combines sophisticated
information management technology with human resources to improve the outbound and
inbound transportation processes of t s customers. Their service simplifies carrier selection,
improves logistics management and offers cost savings opportunities. They streamline

21
transportation management by providing a single point of contact for all its customer‘s shipment
and delivery needs. A team of dedicated coordinators is assigned to each account. Clients order
service via EDI, the internet, phone or Fax.. The FedEx identifies the carrier that will provide the
lowest cost and the best service for a customer‘s shipment. Then a coordinator alerts the selected
carrier and dispatches a vehicle. The result is a simplified, cost effective process for managing
transportation and inventory carrying costs. FedEx audits carrier compliance to their customer‘s
specification.

Returns Management
Many companies are in denial about returns. Some studies show that return rates can be as high
as one out of three products in some industries, and that can radically impact the bottom line.
Commitments to customer service and sound inventory management require a plan for
retrieving, monitoring, and processing returns with minimal customer inconvenience and
inventory depreciation. FedEx e-Logistics offers solutions that include:
 Automated Returns Shipping Labels with a bar-coded Returns Management
Authorization (RMA) number for automated sorting of returned packages.
 Online tracking for real-time monitoring of the returned shipment‘s location.
 Multiple options for returns handling flexibility, including: pickup at customer
location or drop-off at multiple access points, and courier generated shipping
labels or customer-generated labels.
Customers are demanding more from you. And key stakeholders are counting on you to protect
your company‘s financial and brand equity.

Information Technology:
The tracking technologies pioneered by FedEx have dramatically improved the amount of data
that can be transferred and the success at which data are accurately collected. These
developments creating the ability to get real time feedback about the movement of goods from
raw materials stage to the point of final sale have served as a critical foundation for the
implementation of ‗just in time‘ manufacturing, supply chain management and other business
models that address the productivity challenges businesses have faced for years.
22
Consulting

FedEx offers both strategic and tactical supply chain consulting service. With a staff of experts in
supply chain analysis and design, we offer supply chain network and process design consulting
services, backed by tactical and operational services. The right mix of strategic and tactical
service can lower costs and improve service for our customers. Our consulting service begins
with an analysis of current supply chain processes. We define the scope of a customer's needs,
map the customer's existing supply chain, and analyze current supply chain data. Next, we
compare existing supply chain performance against available industry data. Benchmarking data
helps us model various supply chain scenarios and identify opportunities for improvement.
Finally, we help customers understand alternatives and suggest an optimal supply chain solution.

Blue Dart

Blue Dart Express Ltd., India's premier integrated air express carrier and logistics services
provider, has been one of the largest Global Service Participants of Federal Express Corporation,
the world's leading air express transportation company, since 1984. Blue Dart offers secure and
reliable delivery of consignments to over 14,600 locations in India.

As part of the DHL Group, Blue Dart accesses the largest and most comprehensive express and
logistics network worldwide, covering over 220 countries, and offering an entire spectrum of
distribution services, including express, air freight, ocean freight, supply chain solutions, freight
forwarding, customs clearance, project handling and charters through the 4 Business Units in
India - DHL Express, DHL Global Forwarding, DHL Exel Supply Chain and Blue Dart.

Blue Dart was selected a Business Superbrand from over 1699 brands across 169 product
categories, received the Readers Digest's Most Trusted Brand Gold Award, and is listed in the
Dun & Bradstreet top 500 companies in India. The Blue Dart team drives marketplace leadership

23
through its motivated people force, dedicated air capacity, cutting-edge technology, innovation,
and value-added services, to deliver unmatched standards of service quality to its customers.

As a technology leader in the business of supply-chain management in the country, Blue Dart
Express Limited recognized the far-reaching scope of the internet in 1996, and has been
exploring web-based solutions to extend the range of services available to its customers and
integrate them into its core products. It has evolved an e-strategy. This strategy encompasses E-
Solutions to deliver additional process efficiencies to business by allowing them access to Blue
Dart's e-shipping tools and integration with its e-business tools. An individual solution is
available for each business, big or small, transacting off the internet or on the internet, and
ranging from a stand-alone to a fully integrated one the basic tracking solution will enable Blue
Dart's customers to track their shipments, through single or multiple waybills, on-line. Customers
can check the status of their shipments using a waybill number or a reference number. A mail-
based solution will allow the customers to query status of their shipments using e-mail.
Registered customers of Blue Dart can make advanced queries on the status of their shipments,
and can keep track of them for up to 45 days on-line. They can filter their queries by date range,
origin, destination and service, and sort the results on-line. Registered customers can download
the entire waybill tracking data - schedule the download, and select the frequency and the data to
be downloaded. These customers can also generate and download various reports customized to
meet their individual needs.

Supply Chain of Blue Dart

These tools are convenient aids to support the shipping management processes in supply chain of
Blue Dart:

TrackDartTM:
Track the status of the shipment by using the TrackDartTM box, which is available on the upper
left panel of every page on the website of the company. Customer may track shipments sent on

24
Blue Dart services within India or to Nepal, Bangladesh or Bhutan. We may also track
international shipments sent on Federal Express to/from India. Shipments under single or
multiple waybills may be tracked using either the waybill number or the reference number given
at the time of shipping.

MailDartTM :
We may either use the Waybill Number or the Reference Number to track the status of our
shipments. This feature helps us to track Single or Multiple shipments. To track the status of our
shipments by Waybill Number enter the waybill numbers either in `Subject' or in the text of the
mail, each Waybill number separated by a comma. To track the status of your shipments by
Reference/Order Number. Enter the reference/order numbers in `Subject' of the mail, each
reference or order number separated by a comma. Another powerful feature in the MailDart is
the Intimate Me Option. In case we need to know the status of the shipment upon delivery we
only have to send a mail to intimateme@bluedart.com with Single or Multiple Waybill numbers
in ‗Subject' or in the text of the mail, each Waybill number separated by a comma. We will
receive an automated reply giving you a Status Update of the shipment(s) upon delivery.

LocationFinder:
We can find the service locations of Blue Dart and the Blue Dart counter or franchisee located
closest to us. We may search by city, street name or pin code to find one of over 11,558 locations
serviced in India, or in 211 countries worldwide.

TransitTimeFinder:
We can check the transit times for our domestic and international shipments, and for the various
services offered by Blue Dart to help you identify the service that meets our requirements.

PriceFinder:
We can calculate our shipping costs for our domestic and international shipments by using Price
Finder.

25
WaybillGeneration:
The Online Waybill generation tool helps the credit customer to generate a waybill for a
consignment. The user has to enter the details of the consignment and the waybill will be
generated in a PDF format. Another powerful feature in Waybill Generation is the Address
Book. This feature comes with the online waybill generation module. The Address Book can be
accessed by all credit customers of Blue Dart. We can create a new address list and modify or
delete the addresses at any point of time.

COSMATII:
COSMAT II (Computerized On-line System for Management, Accounting and Tracking) is a
complete ERP system indigenously developed by Blue Dart. It interfaces with the Human
Resources Management, Financial Management, Purchase, Sales Monitoring Executive
Information and CRM systems. COSMAT II was constructed in 4 major modules to cover all the
complex processes of the entire organization. COSMAT II enables easy access to the database
over a wide area network, and ensures reliable information and feedback even in areas that are
afflicted by poor telecom services. All the powerful web-based tools, including TrackDart,
interface with COSMAT II to provide real-time response to customer requirements. COSMAT II
is an evolving system, upgraded continuously, to deliver value to the customer and make
operations easier, more secure and manageable.

SMARTTM :
SMART (Space Management Allocation Reservation and Tracking), is an inhouse developed
state-of-the-art technology system, which allows real-time space and revenue management on the
Blue Dart Aviation network. It ensures that the aircraft is filled profitably, and that all customers
with space confirmed on the aircraft have the assurance that their packages would travel.

ShipDartTM:
ShipDart is a Blue Dart proprietary solution especially created for the convenience of regular
customers. ShipDart enables user control over the entire shipping and tracking processes.
ShipDart needs to be installed at the customer‘s premises in order to interface with their own
26
system for the pre-shipping and post-tracking activities, thereby playing a major role in bridging
the existing gap in any package movement. A set of Master Files which controls the ShipDart
system has to be downloaded from the site.

Customized Solutions:
Blue Dart has delivered customized solutions to various industry segments such as Finance,
Pharmaceutical, Consumer Durables and Information Technology, among others. These
solutions integrate closely with the legacy systems of the business and enable them to accelerate
their processes and provide them with effective MIS.

E-Business Tools
These tools may be efficiently integrated with your systems to provide us with a convenient and
cost-effective solution to our shipping requirements. Blue Dart has been the only Indian Air
Express Company that has invested extensively in Technology infrastructure to create
differentiated delivery capabilities, quality services and customized solutions for the customer.

InternetDartTM:
Track on-line the status update of our shipments sent over the last 45 days. We may track by a
range of dates, origin, destination, delivered or undelivered shipments or service used, on-line.
We may generate a series of reports, at a pre-determined frequency, and sort the results on-line.
For on-line queries and reports on providing the input of range of pickup dates, origin,
destination and services used, we can check any of the following, on-line:
 Waybill details and status of all shipments sent during a given period
 Details of all delivered shipments
 Status of all undelivered shipments
 Details of all RTO (Return to Origin) shipments
 Details of all Re-directed shipments

27
ShopTrackTM:

ShopTrackTM is an API (Applications Program Interface) designed specifically to support and

enhance the services provided by a portal or any e-business. Research indicated that, while e-
tailers provided an entire gamut of product services and information, shoppers invariably had to
leave the website or use manual means to track their purchases. The result - less eyeball time on
their pages. Portals that sought to resolve this dilemma were faced with the unattractive
alternative of database maintenance and call centers. ShopTrackTM provides an effortless,
customized solution. Customers no longer have to leave the Portal site to track their purchases.
They just need to enter the order-number of their purchase and the shipping and delivery details
are displayed on the same page. The Portal can decide how to display the data elements and may
even store them in their database. ShopTrackTM is another time and cost-saving tool created to
arm Blue Dart's customers with a competitive edge.

PackTrackTMs:

PackTrackTM is an API (Applications Program Interface) designed for any client involved in
logistics, distribution and inventory control. It has been designed to streamline and integrate
shipping processes. PackTrackTM can be integrated into the client's systems and enables him to
keep track of the entire distribution status of all his customers. It is simple, easy-to-use and can
be easily integrated with any windows-based application or any Java compliant machine. Queries
are fetched immediately from Blue Dart's database, providing a seamless service for the client
and his customers, and bringing the entire chain within his domain. The client may store this data
in his database, providing him with an effective CRM tool.These e-Business tools, the first of
their kind in the country, bring increased efficiencies to most B2C, B2B and C2C transactions.
Both ShopTrackTM and PackTrackTM provide the following:
 On-line, real-time status details of the waybill number
 On-line, real-time status details of all the waybills linked to an order number
 Results in XML, TEXT or HTML formats
 Supports JSP & ASP
28
MobileDartTM:

MobileDartTM: WAP works on any mobile phone or device which supports Wireless
Application Protocol. Using MobileDart-WAP, the customer can check the current status of his
shipments on-line by entering the waybill number. In the case of an undelivered shipment, he can
choose to receive delivery details by email or SMS. The customer can also access the Location
Finder which provides details about all locations service by Blue Dart, based on a pin code.
Information about all the Service product offerings as well as the company is also available on
the WAP site (wap.bluedart.com). This enables the customer to make a shipping decision on the
run. MobileDartTM - SMS works on any mobile phone or device which supports sending email
over SMS (Short Messaging Service). This service provides two tracking features - current status
of shipments forwarded and automated intimation on delivery of the shipment. To know the
current status of his shipment, all the customer has to do is to send a message to t@bluedart.com,
followed by the waybill number. MobileDart-SMS will respond with the current status details.
To receive an automated advice when a shipment is delivered, the customer just sends a message
to i@bluedart.com followed by the waybill number. Intimation will be received by the customer
as soon as the shipment is delivered. The country's only express airline with a fleet of three
Boeing 737s ensured that packages were flown to their destinations overnight. Another
tremendous advantage was that the individual size of packages that could be carried multiplied
manifold. Retrieval of signed delivery records posed the industry's most intriguing problem. Blue
Dart was quick to understand this requirement and put in place a 100% retrieval system.

Blue Dart not only handles large volumes and oversize packages overnight - it also provides the
industry with status of their shipments and retrieves such records as are necessary for billing. The
entire cycle has been considerably shortened, enabling the industry to achieve healthy bottom
lines. State-of-the-art Technology, indigenously developed, for Track and Trace, MIS, ERP,
Customer Service, Space Control and Reservations. Blue Dart Aviation, our express airline, to
support our time-definite morning deliveries through night freighter flight operations. A
countrywide Surface network to complement our air services. Warehouses at 14 locations across
the country as well as bonded warehouses at the 4 major metros of Kolkata, Delhi, Mumbai, and

29
Chennai. ISO 9001 countrywide certification by Lloyd's Register Quality Assurance for our
entire operations, products and services. Ecommerce B2B and B2C initiatives including
partnering with some of the prime portals in the country.

Blue Dart’s Competitive Advantage lies in:

 Its vast and unparalleled Domestic Network:

Linked by some of the most advanced communications systems and positioned to offer a
consistent, premium, standardized quality of service.
 Its Customs and Regulatory expertise A spectrum of services to provide customized
solutions:
We are the only express carrier in the country today which offers an entire range of services that
extend from a document to a charter-load of shipments. Our services are relentlessly monitored
to deliver a net service level of 99.95%. We have a dedicated team of specialists who provide the
expertise for customs as well as regulatory clearances at all States within the country, to support
seamless service to the customer.
 Its Technology:
Designed to enhance the reliability of our operations and process efficiency, and add value to the
customer through time and cost savings.
 Its Air Network:
The only one of its kind in the country today that is focused on carriage of packages as its prime
business, rather than as a by-product of a passenger airline. Our express airline is self-sustaining,
with its own bonded warehouses, ground handling and maintenance capability.
 Its financial credibility:
Fitch Rating India Pvt. Ltd. has assigned the highest "Ind D-1+" (Ind D One Plus) rating for our
commercial paper programme of Rs. 15 crores.
 Its People force:
Committed, diverse and 4,010 strong, are our most valued asset. All our achievements have been
possible because we have a team who believes in themselves and their company, a team with a

30
winning attitude. We are a learning organization, we value self-development, and most of its
managers are homegrown.

DTDC

DTDC is India’s Largest Domestic Delivery Network Company offering various customs
made services ranging from Domestic to International. DTDC delivers to the remotest places in
India with the help of 4,000 business partners spread across the length and breadth of India.

DTDC with 13,000 individuals as its strength, delivers at over 10,000 zip (pin code) areas,
handling 10 million consignments every month. DTDC serves over 240 international
destinations.

DTDC Courier & Cargo Ltd. (DTDC) was incorporated in 1990. Within a span of 17
years, through its business associates DTDC expanded its delivery network across the length &
breadth of the country, thereby creating the nation's Largest Domestic Delivery Network. Today
DTDC is one of the largest Indian company in the Express industry. DTDC can also be credited
with pioneering the franchisee concept for the courier industry in India, and today has the largest
franchisee network.

Headquartered at Bangalore, with 4 of its Zonal Offices at Delhi, Kolkata, Chennai & Mumbai,
DTDC currently serves around 10,000 pincode areas and has over 4,000 Franchised outlets,
supported by 176 offices, which includes its Branch offices, Regional offices, Area offices, Hubs
and Sub-offices.

DTDC has extended its service network to the overseas market and provides services to
worldwide destinations using its own branches and international associates at prime gateways
like USA, UK, Singapore, UAE, Nepal, Bhutan, Bangladesh, Sri Lanka & Hong Kong. Thanks
to its strong IT infrastructure, the company is able to deliver 10.5 million parcels per month to

31
customers across the world. To support its ambitious growth plans, DTDC has entered into an
association with Reliance ADAG Group, and has on its Board, a Director from Reliance.

DTDC, known for its exponential business growths, has set its sight on crossing the Rs.500-
Crore mark by year 2010. As part of its business innovations, DTDC is venturing into the digital
domain of internet shopping, the DTDC SHOPPING NET. With this concept anyone located at
any corner of the country, can visit the DTDC site & log on to the shopping link to choose from
a wide choice of gift articles to be hand-delivered to their loved ones in India.

DTDC‘s strategic intent has always been to continuously improve Line-haul connections to
achieve shortest possible transit times. The company has adopted ‗Right-First-Time‘ approach in
every part of business to save time and is committed to training & development of employees
and service partners (Franchisees) for meeting quality service standards.

Besides its business expertise, DTDC is also a socially committed organization, regularly
participating & conducting activities like blood donation camps, encouraging skills of under-
privileged & visually impaired children amongst others. It also actively contributes towards
development of sports in the country.

Services Provided by DTDC:

Utility services:

Pincode Finder:
This feature helps us to locate the addresses of all the DTDC offices anywhere
within India. Just type the desired destination pin code in the space provided and
find out the address of our nearest DTDC office.

DTDC LOCATION

Note: Enter your Pincode and click proceed to view

your nearby DTDC Locations

32
 Pincode

Proceed

Location Finder:
We have an online database with addresses of more than 2500 of our locations
around the country. Please click on a City on the map to view the locations in
that city. Or, you could also use one of the options below.

Select a City below:

--Select--

Show Location

Select a State below:

--Select--

Show Location

Enter a PIN Code:

Show Location

Enter a Search Keyword:

Show Location

Pickup Request:
The most convenient service provided by DTDC is the pickup request. Just fill in
33
our detail as given below and DTDC representative will come to our place to pick
up our consignment. Be it our office or home DTDC representatives will be there to
make our work hassle free and easy. Just keep our parcel ready and type our detail,
it can‘t get simpler than this.

The easiest way to book a pick-up for our shipments.

From AHMEDABAD

To 24 PARGANAS(WB)

Contact Name*

Company

Contact Phone No.*

Email*

Content*

Weight* Grams

PickUp Address*

City*

State*

PinCode*

No of pieces*

Pickup Date*

Product Type DOX

Submit Reset

34
 AIR EXPRESS - DOMESTIC AND INTERNATIONAL AIR EXPRESS SERVICES:-
This service is the first choice for customers who need to send vital documents or small parcels
across India or to the world in a hurry.
DTDC connects a large percentage of packages through the airways. It works with the country‘s
leading airlines, Indian Airlines authorized On-Board-Couriers. Fine tuned and well-connected
networks of on-board associates ensure great service and timely deliveries every time.

AIR CARGO - DOMESTIC AND INTERNATIONAL AIR CARGO SERVICES:

At DTDC, cargo includes heavy loads or security items like electronic components that require to
be passed through a certain ‗cooling period‘ as per rules at Indian Airlines. The difference in
delivery time between Air Express and Air Cargo is one day.

SURFACE CARGO SERVICES:

DShort distances and bulk loads at DTDC are best handled via surface cargo services that deliver
door-to-door products through rail or road. The only difference here is that the customer has to
submit several inter-state permits & forms to clear the load at check-posts.
Surface mode is usually of two types:

a. By Bus/ Vehicle on road

b. By Rail on track

INTRA-CITYSERVICES:
DTDC Intracity Courier Ltd. is the subsidiary company of DTDC for speedy Intra-city deliveries.
DTDC Intracity Courier Ltd is a venture promoted & managed by professionals with over two
decades domain experience in the courier service industry. Now with ―Intra-City‖ Courier Service
as the core focus, this endeavor promises to deliver professional service at a friendly price.

News Flash Services:

DTDC has introduced this NFS or Newsflash service exclusively for the Franchisees, Regional offices
and employees. This is a unique feature where the delay in any consignment and the reason for the
35
delay or non delivery can be mentioned. This information will be used for accuracy and convenience.

News Flash Services

Name:

Department: -SELECT DEPARTMENT-

Designation: -SELECT DESIGNATION-

Place:

Subject:

Content:

No. of Days: 3
for display

Submit Cancel

DTDC Intracity Courier:

DTDC Intracity Courier is the subsidiary for the purpose of speedy intra-city deliveries and mass
mailing activities.
This Service is available in eight cities. Any consignments booked within the city will be delivered by
the next day if booked in any DTDC Offices or Franchisees in the city through the DTDC Intracity
Courier. Services will expand to 25 cities by this year end.
DTDC Intracity Courier Will be useful for those organizations dealing with large volumes of intracity
consignments like the banks, financial institutions, insurance companies, cellular operator's etc.

Benefits of this Service:-

 Assured Delivery
 Quality Delivery
 Delivery Of Mass Mailers
 Tracking

36
Mode Of Service Rate (Upto 100 gms Only )
For Regular Delivery without POD (Proof of Delivery) Rs. 10/-
For Regular Delivery with POD (Proof of Delivery): Rs. 15/-
*Addnl. 100gms or part thereof.....Rs. 2/-

First flight
First Flight Couriers Limited provides courier and logistic services. The company offers
domestic and international courier services; warehousing, inventory management, supply chain,
and distribution channel services; and pickup request, email tracking, and line haul services.

First Flight Couriers came into being on Monday, 17th November 1986. It all began with the
setting up of three offices at Kolkata, Mumbai and Delhi.

Serving over 5000 Pin code Destinations across India Dedicated Workforce of over 10000 plus
employees Strategically located 8 own International Offices Serving over 220 countries globally
The fast paced growth and widening network is the outcome of four basic beliefs: Speed Safety
Reliability Economy As a natural corollary to its growth endeavor, First Flight is in the process
of setting up a large scale integrated Logistics Division to offer an entire gamut of Warehousing,
Inventory Management, Supply Chain Services and Distribution Channels, thereby providing
total end-to-end solutions to customers.

The overwhelming response from customers was not just a dream come true, but the fruits of an
early realization and recognition of the tremendous potential that the Indian subcontinent offered
in terms of market size.

It was the foresight and dynamism of the Founder Chairman and Managing Director, O. P. Saboo
which created a spring board for the organization to catapult into what it is today – India‘s
Largest Domestic Courier Company.

37
  930 First Flight Offices across India
 2208 Authorized Collection Centers
 452 Franchisee Locations
 Serving over 5000 Pin code Destinations across India
 Dedicated Workforce of over 10000 plus employees
 Strategically located 8 own International Offices
 Serving over 220 countries globally

The fast paced growth and widening network is the outcome of four basic beliefs:

 Speed
 Safety
 Reliability
 Economy

As a natural corollary to its growth endeavor, First Flight is in the process of setting up a large
scale integrated Logistics Division to offer an entire gamut of Warehousing, Inventory
Management, Supply Chain Services and Distribution Channels, thereby providing total end-to-
end solutions to customers.

In keeping with times, First Flight continues to invest substantial effort in building a State-of-
the-Art Super Information Technology highway.

First Flight‘s commitment to corporate excellence and its yearning for making it a common
household name opens floodgates of opportunities and challenges and to meet it head on, shall be
the corner stone of its philosophy.

38
Services provided by First flight:
Domestic Service:
1. Range of product
Letter of Credit Management: A unique product exclusively designed for the banking sector.
All leading Nationalized and International banks patronize us for their value additions and we
facilitate the total transaction.

COD Facility: We offer the facility of collection of payment for the goods on delivery.

To-Pay Charges Collect Facility: We offer the services on agreement to collect the courier
charges from the consignee.

Privilege Card: A concept similar to the Debit Card. a onetime prepaid cash discount
scheme offered to walk in clients.

Emotional Bond: A novel concept that helps to maintain and strengthen your personal and
/ or business relationships. We deliver bouquets and greeting cards, cakes and sweets along
with your emotions, on your behalf.

2. Customized Services:

These are some services which are provided by the company on the request of the customers.

 Centralized or decentralized billing facility as per the direction of the client

  Round-the-clock delivery on request

  Residential deliveries on Sunday on request

39
   Instantaneous electronic confirmation of delivery through website

 Innovative, thoughtful and customized courier service to reach out to your near-and-

dear ones through 'Emotional Bond'

  Total Custodianship of shipments through express transportation by own aircraft.

3. Value Added Services

Proof of Delivery (POD): We are pioneers in this service. We provide 100 per cent Electronic
/ Internet based Proof of Delivery. We also make available hard copy of POD on request.

Customs Clearance: First Flight offers a range of import and export clearance services.

Reverse Pick Up Facility: A unique scheme to facilitate pick of shipment on request.

Scope of Services
The focus of the company is to cater to the needs of all sorts of customers. The scope is as
follows :

Express

Dox Non Dox

Domestic Express Mode (Documents and Non-documents): A guaranteed and prioritized

40
 upliftment through our own aircraft and /or by the fastest and first available commercial airline
and surface mode. Wherever air routes apply, a Courier accompanies your load to destination
and ensures immediate retrieval from the Airport and delivery effected in the least possible
time.

Tariff W.E.F 1st July 2008

Zone / Sector Tariff (in Rs)

100 gm 250 gm 500 gm Addl. 250 gm and part
thereof
Intra City 20.00 25.00 30.00 8.00
Within Region* 30.00 40.00 45.00 12.00
Rest of India 65.00 75.00 90.00 25.00
North East 80.00 90.00 110.00 30.00

* Details of Regions:

1) Region 1 - South: T.N., Kerala, A.P. & Karnataka

2) Region 2 - West: Maharashtra, Gujarat, Goa, Indore (only).

3) Region 3 - North: Delhi, U.P. (East & West), Punjab, Haryana, J&K, Rajasthan, and M.P.

4) Region 4 - East: West Bengal & J. O. B.

5) Region 5 - North East: Assam & all of the North East.

Fuel Surcharge 20% mandatory (raise linked to barrel prices) Service Tax Extra as Applicable

Non-Documents / Parcels Surcharge Rs. 10/- extra per Consignment note

Satellite stations Rs. 20/- extra

Special Service Charges:

COD Service Charges (Value of the goods - Rs. 150/- or 0.5% of the declared value
to be collected from consignee) whichever is higher. (Excluding D.D. Charges).
To-Pay Service Charges (Charges to be
- Rs. 100/-
collected from consignee)

41
Automatic Risk Coverage:

For documents and parcels, the actual loss or Rs. 5,000/- and Rs. 10,000/ respectively,
whichever is less.

Automatic Risk Coverage Surcharge:

For all non-documents (parcel)of value Rs. 10,001/- to Rs. 20,000/- Rs. 5/-

For every multiple of Rs. 10,000/- or part thereof Rs. 5/-

Consignor shall not be entitled for a claim, if he holds a marine policy.

Value limit of acceptance is Rs. 1,00,000/-

Volumetric Weight:

Dead/Dry weight or Volumetric weight whichever is HIGHER should be taken while

calculating the rates. Formula for arriving at Volumetric Weight.:

International:

First Flight brings the same quality of service and value enjoyed by our domestic customers to
international shipments. Along with on-time deliveries, we also give extra importance to the
safety of your products. Therefore our customers can be relieved of all worries while dealing
with us.

International

Express Cargo

Dox Non Dox

42
 Express Documents

Weight Zone 1 Zone 2 Zone 3 Zone 4 Zone 5 Zone 6 Zone 7 Zone 8

Standard
Up to 500 Rs. 165/- Rs. 385/- Rs. 880/- Rs. 990/- Rs. 1155/- Rs. 1265/- Rs. 1375/- Rs. 1485/-
gm
Every 500
gm addl. or
Rs. 110/- Rs. 180/- Rs. 300/- Rs. 370/- Rs. 380/- Rs. 400/- Rs. 440/- Rs. 440/-
its part
thereof

** 1650/- for the 1st 500 gm; Rs. 500/- for every additional 500 gm or part thereof.
Fuel surcharge 20% mandatory.

Express Parcels / Non Documents

Weight Zone 1 Zone 2 Zone 3 Zone 4 Zone 5 Zone 6 Zone 7 Zone 8

Standard
Up to 500 Rs. 165/- Rs. 385/- Rs. 880/- Rs. 1100/- Rs. 1265/- Rs. 1375/- Rs. 1485/- Rs. 1595/-
gm
Every 500
gm addl. or
Rs. 110/- Rs. 180/- Rs. 300/- Rs. 370/- Rs. 380/- Rs. 400/- Rs. 440/- Rs. 440/-
its part
thereof

** Rs. 1950/- for the 1st 500 gm; Rs. 600/- for every additional 500 gm or part thereof.
Fuel surcharge 20% mandatory.

 Maximum weight of one package should not exceed 30 kg (for Express Shipment).
 Automatic Risk Coverage: For documents and parcels, the actual loss or Rs. 5,000/-
and Rs. 10,000/- respectively whichever is less.
 Automatic Risk Coverage Surcharge:

For all non-documents (parcels) of value

Rs. 5,001/- to Rs. 10,001/- : Rs. 10/-

For every additional Rs.10,000/- value or part thereof : Rs. 10/-

 Non-document (parcel)valued over Rs. 25,000 for gift item and Rs 50,000 for
samples is not acceptable.

43
Paper work for Non-documents/heavy shipments:

All Non-documents / Heavy Shipments must be accompanied by Invoice / Declaration, which

should be typewritten on Company letter head and should be in one original and 7 copies duly
completed with company seal and authorized signature.

Volumetric Weight:

Dead/Dry weight or Volumetric weight whichever is HIGHER should be taken while calculating
the rates. Formula for arriving at Volumetric Weight:

B
H

Quick Access online Services:

A. Rate Calculator:

Domestic Shipment

Select Origin abada

Select Destination abada

44
 Enter Weight 500 gms
.

Submit Reset

* Fuel surcharge applicable - 20%

B. Transit Time Calculator:

We can calculate the transit time for our shipment or for our cargo through yhe Transit Time
Calculator. We will get the exact date of the delivery of the parcel at our destination by the
tailor-made software.

C. Volumetric weight:

Volumetric Weight Calculation for Domestic Cargo Mode ( First Wheels):

Volumetric Weight Calculation for other products:

Dead/Dry weight or Volumetric weight whichever is HIGHER should be taken while

calculating the rates. Formula for arriving at Volumetric Weight:

45
Pickup request:

Consignor Details

Name *
Address *

Phone No *
Fax No
Email

Date Required * Jan 20 2007

Time Required 15 00

Shipment Details
Origin City Agartala

Destination City Agartala

Doc / Parcel Weight Kg

Dimensions meters
x x
Contents
Value of Goods INR

Consignee Details
Name *
Address *

Phone No *

46
Fax No
Email

Submit Reset

47
 Analysis of Questionnaire

1. Which of these following courier companies do you prefer most for courier services?

Blue Dart DTDC First Flight FedEx

20 40 28 12

2. Which company manages ‗Just in time‘ service?

Blue Dart DTDC First Flight FedEx

22 32 28 18

48
3. Does the delivery of courier take place within the claimed time?

Most of
Always Sometime Never
time
26 68 8 0

4. Which company takes minimum time to complete the formalities before providing the
service?

Blue Dart DTDC First Flight FedEx

26 32 28 14

49
 5. Rank these companies according to ‗reach to the customer‘.

Very Good (1) Good (2) Average (3) Poor (4)

Blue Dart 32 38 22 8

DTDC 32 30 18 20

First Flight 34 32 20 14

FedEx 8 16 30 46

50
45
40
35
30 Blue Dart
25 DTDC
20 First Flight
15 FedEx
10
5
0
Very Good (1) Good (2) Average (3) Poor (4)

50
 6. Rank these companies according to ‗response towards customer‘s complaints‘.

Very Good (1) Good (2) Average (3) Poor (4)

Blue Dart 30 38 12 20

DTDC 34 30 26 10

First Flight 16 26 34 24

FedEx 18 18 32 32

40
35
30
25 Blue Dart
20 DTDC
15 First Flight
FedEx
10
5
0
Very Good (1) Good (2) Average (3) Poor (4)

51
 7. Rank these companies according to ‗cost effective‘.

Very Good (1) Good (2) Average (3) Poor (4)

Blue Dart 22 34 20 24

DTDC 42 26 18 14

First Flight 22 22 42 14

FedEx 8 26 16 50

50
45
40
35
30 Blue Dart
25 DTDC
20 First Flight
15 FedEx
10
5
0
Very Good (1) Good (2) Average (3) Poor (4)

52
 8. Rank these companies according to ‗customer satisfaction‘.

Very Good (1) Good (2) Average (3) Poor (4)

Blue Dart 32 30 20 18

DTDC 30 26 16 28

First Flight 26 30 30 14

FedEx 10 26 32 32

35
30
25
Blue Dart
20
DTDC
15 First Flight
10 FedEx
5
0
Very Good (1) Good (2) Average (3) Poor (4)

53
 9. Rank these companies according to ‗reliability‘.

Very Good (1) Good (2) Average (3) Poor (4)

Blue Dart 26 28 18 28

DTDC 30 28 24 18

First Flight 16 34 22 28

FedEx 20 18 26 36

40
35
30
25 Blue Dart
20 DTDC
15 First Flight
FedEx
10
5
0
Very Good (1) Good (2) Average (3) Poor (4)

54
 10. Rank these companies according to ‗delivery in time‘.

Very Good (1) Good (2) Average (3) Poor (4)

Blue Dart 32 40 10 18

DTDC 38 24 18 20

First Flight 22 24 28 26

FedEx 16 22 28 34

40
35
30
25 Blue Dart
20 DTDC
15 First Flight
10 FedEx
5
0
Very Good (1) Good (2) Average (3) Poor (4)

55
 Conclusion:-

• In all aspect like JIT, cost effective, customer satisfaction etc. DTDC is highly used.
• Blue Dart provides its courier services in less time in comparison to rest of three.
• First Flight is highly accessible to the customer.
• FedEx is very much costly in comparison to rest of three.
• There are less courier outlets in remote areas.

56
 Recommendation

• First Flight should improve its delivery in time factor.

• FedEx should reduce its service cost and open more courier outlets.

• Companies should open its courier outlets in remote areas.

• IT facilities of courier companies should be more customers friendly.

57
 ANNEXTURE

QUESTIONNAIRE

Dear Sir/Madam,

I am conducting a survey on courier companies as a part of my ‗Final Project.‘ I would be

extremely benefited if you answer the following questions. I assure you that the information
provided by you will be used for my project work only.

The objective of this questionnaire is to find the customer perspective on service quality of major
courier companies in India:

1. Which of these following courier companies do you prefer most for courier services?
a). Blue Dart ( ) b). DTDC ( )
c). First Flight ( ) d). FedEx ( )

2. Which company manages ‗Just in time‘ service?

a). Blue Dart ( ) b). DTDC ( )
c). First Flight ( ) d). FedEx ( )

3. Does the delivery of courier take place within the claimed time?
a). Always ( ) b).Most of Time ( )
c). Sometime ( ) d).Never ( )

4.) Which company takes minimum time to complete the formalities before providing the
service?
a). Blue Dart ( ) b). DTDC ( )
c). First Flight ( ) d). FedEx ( )

58
5). Rank these companies from 1 to 4:

According to Blue Dart DTDC First Flight FedEx

Reach to the customers

Response towards customers complain

Cost effective

Customer satisfaction

Reliability

Delivery in time

Name:
Profession:
Age:

SIGNATURE

59
 Bibliography

http://fedex.com/in/services/terms/

http://www.courier.co.in/courier-companies-india.htm

http://www.searchindia.com/search/Business/Companies/Courier/index.shtml

http://www.docstoc.com/docs/8827101/Logistic-Industry-In-India
http://www.dtdc.com
http://www.bluedart.com
http://www.firstflight.com

60