Ilovepdf Merged PDF

"DELIVERING EFFICIENT AND RELIABLE TRANSPORTATION SOLUTIONS
FOR A WIDE RANGE OF INDUSTRIES (VRL LOGISTICS)”
Project submitted in partial fulfilment of the

requirements for the award of the degree of
MASTERS OF BUSINESS ADMINISTRATION
OF
BANGALORE UNIVERSITY
BY
SHREYANK N KUMTA
Register number: P03MT21M0107
Under the guidance of
PROF.MEERA K.L
ASSISTANT PROFESSOR
Estd. 1974
THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

HSR Layout, Bangalore-560102
2022 - 2023
DECELARATION BY THE STUDENT
I hereby declare that "DELIVERING EFFICIENT AND RELIABLE TRANSPORTATION

SOLUTIONS FOR A WIDE RANGE OF INDUSTRIES (VRL LOGISTICS)" is the result of
the project work carried out by me under the guidance of PROF.MEERA K.L (Assistant
Professor) in partial fulfilment for the award of Master's Degree in Business Administration by
Bangalore University.
I also declare that this project is the outcome of my own efforts and that it has not been
submitted to any other University or Institute for the award of any other degree or Diploma or
Certificate.
Place : Bangalore SHREYANK N KUMTA
Date : P03MT21M0107
ACKNOWLEDGEMENT
The successful completion of any task would be incomplete without mentioning the people
who made it possible and whose constant guidance and encouragement secured us and our
success.
I would like to acknowledge my sincere gratitude for the constructive guidance and
encouragement I received from "THE OXFORD COLLEGE OF BUSINESS
MANAGEMENT", affiliated to Bangalore University throughout the completion of my study.
I extend my gratitude to our principal Dr. NIKITHA ALUR for her kind support and help for
the study.
I thank my guide, PROF.MEERA.K.L(Assistant Professor), The Oxford College of Business

Management, who spared his time and gave me practical suggestion and guidance throughout
this study.
I would like to thank my parents and friends who helped me to complete this project
successfully.
I express my deep sense of gratitude to all the teaching and non-teaching staff members of my
college who facilitated me in successful completion of my study.
Place : Bangalore SHREYANK N KUMTA
Date : P03MT21M0107
BANGALORE UNIVERSITY
CERTIFICATE OF ORIGINALITY(PLAGIARISM)
Name of the student: : SHREYANK N KUMTA
Registration Number : P03MT21M0107
Title of the project : DELIVERING EFFICIENT
AND RELIABLE TRANSPORTATION SOLUTIONS FOR A WIDE
RANGE OF INDUSTRIES(VRL LOGISTICS)
Name of the guide : Prof.MEERA.K.L
Similarity index (%) identified : 12%
Project ID number in TURNITIN : 2070814913

The project report had been checked using Turn tin anti plagiarism software
andfound within limits as per plagiarism policy and instructions issued by the
university.
We have verified the contents of the project report, as summarized and certified
that statements made above are true to the best of knowledge and belief.
Table of contents
CHAPTER NO. PARTICULARS PAGE NO.
01 INTRODUCTION 1
1.1 INTRODUCTION 2
1.2 INDUSTRY PROFILE 2-11
02 COMPANY PROFILE 12
2.1 COMPANY HISTORY 13
2.2 VISION AND MISSION 14-22
2.3 WORK FLOW MODEL 23-29
2.4 ACHIEVEMENTS AND AWARDS 30-31
2.5 CURRENT CHALLENGES 32-33
2.6 FUTURE PLANS 33-35
03 RESEARCH DESIGN 36
3.1 STATEMENT OF THE PROBLEM 37
3.2 NEED OF THE STUDY 37
3.3 SCOPE OF THE STUDY 37
3.4 REVIEW OF LITERATURE 37-41
3.5 OBJECTIVES OF THE STUDY 41
3.6 RESEARCH METHODOLOGY 42
3.7 DATA COLLECTION 42
3.8 SAMPLING DESIGN 42
04 Data Analysis and Interpretations 43-62
05 63-66
Summary of Findings, Conclusions and
Recommendations
06 Bibliography 66-67
07 Annexures 67-68
List of tables
Table No. Description/Particulars Page No.

4.1 Table showing the Qualification Of Respondents 44
4.2 Table showing the gender analysis of respondents 45
4.3 Table showing the age of respondents 47
4.4 Table showing the no of users using VRL services in 48
terms of years
4.5 Table showing how frequently customers use vrl logistics 49

4.6 Table showing reliability of VRL logistics in handling 51
shipments
4.7 Table showing whether customers comes across any 52
issues or problems while using VRL logistics
4.8 Table showing whether the Issues resolved to the 54
satisfactory of the customer or not
4.9 Table showing the issues faced by the customers 52

4.10 Table showing the satisfactory level of customers after 57
the issues are being resolved
List of Figures/Graphs
Graphs/ Figure No. Description Page No.

4.1 Graph Showing Qualification Of 44
Respondents
4.2 Graph showing the gender of respondents 46
4.3 Graph showing the age of respondents 47
4.4 Graph showing the no of users using VRL 49
services in terms of years
4.5 Graph showing how frequently customers 50

use VRL logistics
4.6 Graph showing the reliability of VRL 51
logistics in handling shipments
4.7 Graph showing whether customers comes 53

across any issues or problems while using
VRL logistics
4.8 Graph showing whether the Issues resolved 54

to the satisfactory of the customer or not
4.9 Graph showing the issues faced by the 56

customers
4.10 Graph showing the satisfactory level of 57
customers after the issues are being resolved
DELIVERING EFFICIENT AND RELIABLE TRANSPORTATION
SOLUTIONS FOR A WIDE RANGE OF INDUSTRIES (VRL LOGISTICS)
CHAPTER 1
INTRODUCTION
Page no 1

1.1 INTRODUCTION
VRL Logistics is one of India's leading logistics and transportation companies.

Founded in 1976 by DR. Vijay Sankeshwar, VRL Logistics started as a small goods
transportation company in Karnataka, India. Over the years, the company has grown
and expanded its operations to cover a wide range of logistics and transportation
services, including road, rail, air, and sea transportation.
VRL Logistics operates a large fleet of trucks and trailers, providing cargo
transportation services across India. The company's network of branches and
warehouses spans across the country, enabling it to provide end-to-end logistics
solutions to its clients. VRL Logistics also offers value-added services such as
customs clearance, warehousing, and packaging, among others.
With a focus on innovation and customer satisfaction, VRL Logistics has

established itself as a reliable and efficient logistics partner for businesses across
various industries. The company's commitment to quality and timely delivery has
earned it a reputation as one of the most trusted logistics companies in India.
1.2 INDUSTRY PROFILE
VRL Logistics is a leading logistics and transportation company in India, with a

wide range of services including road transport, parcel services, and cargo services.
Here are some perspectives on the sectoral growth of VRL Logistics from global,
national, and regional viewpoints:
Global perspective: The logistics industry is a global industry, and VRL Logistics
is one of the leading players in the Indian market. The global logistics industry is
expected to grow at a compound annual growth rate (CAGR) of 7% from 2021 to
2028. This growth is driven by the increasing demand for e-commerce,
globalization of trade, and the adoption of advanced technologies such as the
Page no 2

Internet of Things (IoT), Artificial Intelligence (AI), and robotics. VRL Logistics
is well-positioned to capitalize on these trends and expand its business globally,
especially in emerging markets where demand for logistics services is growing
rapidly.
National perspective: In India, the logistics industry is expected to grow at a CAGR

of 10.5% from 2021 to 2025. The growth is driven by factors such as the increasing
demand for e-commerce, the implementation of the Goods and Services Tax (GST),
and the government's focus on infrastructure development. VRL Logistics is one of
the largest logistics companies in India and has a strong presence in the country,
making it well-positioned to benefit from this growth.
Regional perspective: VRL Logistics operates in several regions in India, including

South India, North India, and West India. The company has a strong presence in
Karnataka, Maharashtra, and Gujarat, which are among the fastest-growing states
in India in terms of logistics and transportation. VRL Logistics has also expanded
its operations to other regions such as Andhra Pradesh, Telangana, Tamil Nadu, and
Rajasthan, which are expected to see significant growth in the logistics industry in
the coming years. VRL Logistics' focus on expanding its presence in these regions
is expected to contribute to the company's sectoral growth in the future.
VRL Logistics played a vital role in supporting and contributing to the growth of
allied industries in India
Overall, VRL Logistics is well-positioned to benefit from the growth of the logistics
industry in India and globally. The company's strong presence in key regions, focus
on technology adoption, and expansion plans are expected to drive its sectoral
growth in the coming years.
E-commerce: VRL Logistics provides logistics and transportation services to

various e-commerce companies, enabling them to deliver products to their
Page no 3

customers across India. With the growth of e-commerce in India, VRL Logistics
has been able to expand its business and increase its revenues. This has also helped
in the growth of the e-commerce industry in India.
Manufacturing: VRL Logistics provides transportation services for raw materials

and finished goods for various manufacturing companies across India. This helps
in the smooth and efficient movement of goods, reducing lead times and increasing
productivity for these companies.
Retail: VRL Logistics provides logistics and transportation services to various retail
companies across India, enabling them to manage their supply chain efficiently.
This helps in reducing the cost of operations and increasing profitability for these
companies.
Agriculture: VRL Logistics provides transportation services for agricultural

products such as fruits, vegetables, and grains. This helps in the efficient movement
of agricultural products from farms to markets, reducing wastage and increasing
profitability for farmers.
Overall, VRL Logistics plays a critical role in supporting and contributing to the
growth of various allied industries in India through its logistics and transportation
services.
VRL Logistics is a logistics and transportation company based in India, and as such,
its contribution to the country's GDP and economy can be significant. However, the
exact figures are not publicly available and may vary from year to year.
As of my knowledge cut-off in 2021, the latest available data from the Ministry of
Statistics and Programme Implementation shows that the transportation and storage
sector in India contributed about 6.8% to the country's GDP in 2019-2020. Within
Page no 4

this sector, the road transport sub-sector (which includes VRL Logistics' core
business) accounted for about 69.5% of the total value added.
Therefore, VRL Logistics, being one of the prominent players in the Indian road
transportation industry, could potentially have a substantial impact on the country's
GDP and economy. It may also contribute to job creation, income generation, and
infrastructure development, among other things, which are all vital for the growth
and development of a country.
VRL Logistics is a leading Indian logistics company, primarily engaged in the

transportation of goods and parcels across the country. As a language model, my
knowledge cut-off is until 2021, but I can provide you with some of the major
players in the global logistics industry:
DHL: DHL is a leading global logistics company headquartered in Germany. The

company offers a wide range of logistics services, including international express
delivery, freight forwarding, and supply chain solutions.
FedEx: FedEx is an American multinational courier delivery services company. lt

is known for its overnight shipping service and provides a range of logistics
solutions to businesses and individuals worldwide.
UPS: United Parcel Service (UPS) is a multinational package delivery and supply
chain management company based in the United States. UPS offers a variety of
logistics services, including shipping, freight forwarding, and supply chain
management.
Maersk: Maersk is a Danish integrated logistics company that operates in over 130
countries. The company's services include ocean and air freight, logistics, and
supply chain management.
Page no 5

C.H. Robinson: C.H. Robinson is an American third-party logistics provider

offering transportation and logistics services globally. The company provides
solutions for air and ocean freight, customs brokerage, and supply chain consulting.
These are just a few examples of major global players in the logistics industry.
There are many other large logistics companies operating worldwide, including DB
Schenker, Kuehne+Nagel, and Panalpina.
VRL Logistics is a private logistics company in India that operates in the

transportation and logistics industry. As a private company, the central and state
governments do not have a direct role in the operations of VRL Logistics. However,
there are certain ways in which the government can impact the company and the
industry as a whole:
Policy and Regulation: The central and state governments have the authority to
create policies and regulations that govern the logistics industry. This includes
regulations related to transportation, safety, taxation, and licensing. The
government can ensure that VRL Logistics and other logistics companies comply
with these regulations to ensure the safety and security of goods and people, and to
promote fair competition.
Infrastructure Development: The government can play a key role in developing and
maintaining the infrastructure that is critical to the logistics industry. This includes
roads, highways, ports, airports, and railways. The government can invest in the
development of these infrastructures to improve connectivity and reduce
transportation costs for logistics companies like VRL Logistics.
Economic and Trade Policies: The central government has the power to influence
economic and trade policies that can impact the logistics industry. This includes
policies related to import and export regulations, tariffs, and trade agreements.
Changes in economic and trade policies can impact the volume of goods
transported, which can affect VRL Logistics and other logistics companies.
Page no 6

In summary, while the central and state governments do not have a direct role in the
operations of VRL Logistics, they can impact the logistics industry through policy
and regulation, infrastructure development, and economic and trade policies.
VRL Logistics is an Indian logistics and transportation company that offers a range
of services including full truckload transportation, parcel services, and
warehousing. Here is some information about its production, distribution, and
consumption patterns:
Production:VRL Logistics has a fleet of over 4,000 vehicles that are used for
transportation and delivery of goods. The company has several warehouses and
logistics hubs located in major cities across India to facilitate the storage and
movement of goods.
Distribution:VRL Logistics operates in over 1,000 locations across India and has a
strong distribution network that enables it to reach customers in both urban and rural
areas. The company has a well-established system for tracking and monitoring the
movement of goods, which ensures timely and efficient delivery.
Consumption:VRL Logistics serves a wide range of industries, including FMCG,

automotive, retail, e-commerce, and pharmaceuticals. The company has a large
customer base, and its services are in high demand due to its reputation for
reliability and efficiency. VRL Logistics has a significant presence in the Indian
logistics market and is expected to continue to grow in the coming years.
Page no 7

Overall, VRL Logistics is a major player in the Indian logistics industry and has a
strong production, distribution, and consumption pattern that enables it to serve a
diverse range of customers across the country.
Virtual reality (VR) and augmented reality (AR) logistics are emerging
technologies that have the potential to transform the logistics industry. However,
there are several challenges and contemporary issues related to VR/AR logistics in
terms of the Indian economy. Some of these challenges are:
Infrastructure: The Indian logistics industry is plagued by poor infrastructure,
particularly in terms of transportation and warehousing. The adoption of VR/AR
technology requires significant investment in infrastructure to support the necessary
hardware and software.
Skilled Workforce: The successful implementation of VR/AR logistics requires a

skilled workforce that is trained in the use of these technologies. The Indian
workforce is currently not equipped with the necessary skills to use these
technologies, which will require significant training and development.
Cost: The adoption of VR/AR technology involves significant costs, which may be
prohibitive for many companies, particularly small and medium-sized enterprises
(SMEs) in India. The high cost of technology may limit the adoption of VR/AR
logistics to only large enterprises, thus widening the digital divide between SMEs
and large companies.
Regulatory Framework: The Indian regulatory framework is not yet equipped to

deal with emerging technologies such as VR/AR logistics. There are currently no
specific regulations in place to govern the use of these technologies, which may
lead to legal and regulatory challenges in the future.
Page no 8

Connectivity: VR/AR logistics requires high-speed internet connectivity, which

may not be available in all parts of India. The lack of connectivity may limit the
adoption of these technologies in certain regions of the country.
Cybersecurity: As with any new technology, VR/AR logistics may be vulnerable to

cyber-attacks, which could compromise the security of logistics data. The Indian
logistics industry needs to develop robust cybersecurity measures to ensure that
logistics data is secure.
In conclusion, while VR/AR logistics has the potential to transform the logistics
industry in India, there are several challenges and contemporary issues that need to
be addressed before widespread adoption can take place. The Indian government
and industry stakeholders need to work together to overcome these challenges and
create an enabling environment for the adoption of VR/AR logistics in India.
VRL Logistics is a leading Indian logistics company, primarily engaged in the

transportation of goods and parcels across the country. As a language model, my
knowledge cut-off is until 2021, but I can provide you with some of the major
players in the global logistics industry:
Agility Logistics: Agility Logistics is a Kuwait-based logistics and transportation
company that provides services such as air and ocean freight forwarding, contract
logistics, and project logistics. Agility Logistics operates in over 100 countries.
Kuehne + Nagel: Kuehne + Nagel is a Swiss global transportation and logistics

company that provides services such as sea and air freight forwarding, contract
logistics, and supply chain solutions. Kuehne + Nagel operates in over 100
countries.
VRL Logistics: VRL Logistics is an Indian logistics and transportation company

that provides services such as road transportation, courier services, and logistics
solutions. VRL Logistics operates in India and has a presence in over 29 states.
Page no 9

XPO Logistics: XPO Logistics is an American transportation and logistics company

that provides services such as freight brokerage, last-mile logistics, and supply
chain management. XPO Logistics operates in over 30 countries.
VRL Logistics is a logistics and transportation company based in India. The

company's success is influenced by a variety of internal and external factors,
including:
Internal Factors:
Management: Effective leadership and management practices are essential for the
success of any company, and VRL Logistics is no exception. The management
team's ability to make strategic decisions, manage resources, and motivate
employees can greatly impact the company's success.
Operations: VRL Logistics' ability to manage its operations efficiently and
effectively is critical to its success. This includes its ability to manage its fleet of
vehicles, distribution centres, and warehouses, as well as its ability to coordinate
shipments and deliveries.
Human Resources: VRL Logistics' employees are an important internal factor in
the company's success. The company's ability to attract and retain talented
employees, provide them with appropriate training and development, and create a
positive work environment can significantly impact its success.
Financial Resources: VRL Logistics' financial resources, including its ability to
secure funding, manage debt, and invest in new technologies and infrastructure, are
critical to its success.
Page no 10

External Factors:
Economic Factors: The economic environment in which VRL Logistics operates

can significantly impact its success. Factors such as interest rates, inflation, and
consumer spending can all affect the company's revenue and profitability.
Technological Factors: Advances in technology can significantly impact VRL
Logistics' operations and competitiveness. The company's ability to adopt and
integrate new technologies, such as GPS tracking and real-time logistics software,
can give it a significant advantage over its competitors.
Competition: VRL Logistics operates in a highly competitive industry, and the
actions of its competitors can significantly impact its success. The company's ability
to differentiate itself from its competitors, offer competitive pricing, and provide
high-quality service can impact its success.
Government Regulations: Government regulations, such as taxes, tariffs, and
transportation regulations, can impact VRL Logistics' operations and profitability.
The company's ability to comply with these regulations and adapt to changes in the
regulatory environment can impact its success.
Page no 11

CHAPTER 2
COMPANY PROFILE
Page no 12

2.1 COMPANY HISTORY
VRL Logistics Ltd. is an Indian logistics and transportation company that was
founded by Vijay Sankeshwar in 1976 in the state of Karnataka. The company
started as a small goods transportation business with a single truck and over the
years has grown to become one of the largest logistics companies in India, with a
fleet of over 5,000 vehicles and a network of over 550 branch offices across the
country.
In the early years, VRL Logistics focused on providing transportation services for
agricultural goods, but gradually expanded its services to include a wider range of
industries, such as cement, textiles, and consumer goods. In 1996, the company
made its initial public offering (IPO) and became a publicly traded company on the
Bombay Stock Exchange and the National Stock Exchange of India.
Over the years, VRL Logistics has continued to grow and expand its operations,
both in India and internationally. In addition to its transportation services, the
company now offers a range of logistics solutions, including warehousing, supply
chain management, and e-commerce logistics. In 2014, VRL Logistics also
launched its own online marketplace for logistics services, called Shipper, which
connects shippers with logistics providers.
Today, VRL Logistics is one of the largest logistics companies in India, with a
strong presence in the southern and western regions of the country. The company
continues to innovate and expand its services to meet the evolving needs of its
customers, and is committed to providing reliable, efficient, and cost-effective
logistics solutions.
Page no 13

2.2 VISION AND MISSION
VISION:-
To become the Premier Company that cuts across various segments and emerges as
the torchbearer of each segment that it ventures into.
MISSION:-
To provide the highest quality service to our customers by continuously increasing
cost efficiency and maintaining delivery deadlines. To encourage our workforce to
continuously strive for quality and excellence in everything they do. To promote
team work and create work environment that encourages talent and brings out the
best in our employees.
a) ORGANIZATIONAL STRUCTURE OF THE COMPANY

AND DEPARTMENTS:-
VRL Logistics is a logistics and transport company based in India. The company's
organizational structure consists of several departments that work together to
achieve the company's goals. Here is an overview of the major departments within
VRL Logistics:
Operations Department: This department is responsible for the day-to-day

management of the company's logistics operations, including transportation,
warehousing, and distribution.
Sales and Marketing Department: This department is responsible for developing

and implementing sales strategies to grow the company's business, as well as
promoting VRL Logistics' services to potential customers.
Page no 14

Human Resources Department: This department is responsible for managing the

company's employees, including recruitment, training, and development, as well as
maintaining a positive work culture.
Finance and Accounts Department: This department is responsible for managing

the company's financial resources, including budgeting, accounting, and financial
reporting.
Information Technology Department: This department is responsible for

developing and maintaining the company's IT infrastructure, including hardware,
software, and network systems.
Customer Service Department: This department is responsible for managing

customer inquiries, complaints, and feedback, as well as providing support and
assistance to customers.
Procurement Department: This department is responsible for managing the

company's procurement process, including sourcing and purchasing goods and
services.
b) PRODUCT AND SERVICE PROFILE
GENERAL PARCEL & VRL PRIORITY:
General Parcel forms the core of VRL‟s business and involves moving cargo of
variable size and weights across the country on a lower basis than Truck Load
(LTL). Customers can also option for a door-to-door collection and door delivery
Page no 15

service from the company for a fee. Priority Cargo business involves door-to-door
delivery. VRL Cargo is available in 23 States and, 4 Union Territories, including
all major cities and towns in India.
COURIER SERVICE BUSINESS:
VRL provides Courier services for time sensitive papers and parcels. VRL Courier
is now available only in Karnataka. Some of the larger locations outside Karnataka
Page no 16

are offers in partnership with other carriers. Courier services are provided in 109
towns and cities. In addition to taking clients into consideration, we also receive
business report and packages directly from clients and deliver them on time their
specified goal on a door-to- door basis. We do not provide equivalent post and
assistance as per Indian rules.
• Strong and dedicated operating team.
• On time delivery with a focus on “on time”
• Door pick – up and delivery
• 24X365 days operations.
VRL TRAVELS- "ALL THE FOREFRONT OF PASSENGER

TRANSPORT"
VRL is one of the most well-known private sector businesses in the Indian travel
industry. These responsibilities are carried out under the auspices of
"VIJAYANAND TRAVELS," which manages over 350 routes linking
approximately 100 places with over 291 luxury buses. In Karnataka's Private
Passenger Travel business, it is the market leader. Customers may choose from a
variety of bus kinds, such as AC/NON-A/C Sleeper Coaches, AC/NON-A/C Semi-
Sleeper/Seaters, and so on.
KEY HIGHLIGHTS:
• Volvo dominates the front of multi-axle buses among private
operators.
• Hubli Driver Training Centre for Safe Driving.
• 24-hour customer service no. For quick resolution of passenger
complaints. 083602307300
• Special contract buses to shrines like Shirdi, Tirupati, Sabarimala
and Dharmapala.
• Service in the states of Karnataka, Maharashtra, Andhra Pradesh,
Tamil Nadu, Gujarat,
Rajasthan and Goa.
Page no 17

Transport of passengers by air:

In 2008 VRI Logistics Ltd. ventured into the Transport of passengers by Air
industry. It was a study movement for the organization. The Indian aviation industry
has witnesses tremendous growth in recent years, especially in the private aviation
sector. VRI, has chosen to join passenger transport through the airline industry in
view of the growing market needs of VVIPS, VIPS and corporate India. To achieve
Page no 18

this goal, the company purchased Hawker Beechcraft Inc., USA's first class 1A jet
aircraft.
Customer Service policy
Providing high-quality passenger transport to each customer during each flight

operation, either before or after the flight. VRL is dedicated to providing excellent
service and surpassing customer expectations on a consistent basis.
Page no 19

VRL OUTDOOR:
VRL makes its vehicles available for branding purposes, VRI, already has
partnerships with well-known companies like Mahindra and Bosch, Maruti,
Hindustan Petroleum, United India Insurance. VRL trucks are spread across Indian
highways and offer great value added and excellent brand recall for your goods.
Online Ticket booking:
VRL Ticketing VRL Online ticketing booking is the safest, fastest and most
convenient way to get to your designation. Please double - check your bus schedule,
your specific day fare and travel destination. For more information about
reservations, please see the terms and conditions.
c) COMPETITOR ANALYSIS:
Page no 20

• CONTAINER CORPORATION OF INDIA Ltd: CONCOR is

the main competitor of VRL
LOGISTICS LTD and is owned by the Ministry of Railways,
Government of India, And Indian Corporation. Established in March
1988, it is in New Delhi, India.
• TCI Express Ltd: TCI Express is now TCIEXPRESS. It gives you

fast home-to- headquartered home logistics management around the
world, including fast management such as Surface Express, Local
Air Express, International Air Express, Rail Express, E- Commerce
Express, Cold Chain Express.
• MAHINDRA LOGISTICS Ltd: Mahindra Logistics Limited is a
main 3PL arrangements supplier with longer than a time of
involvement. They have solid presence the nation over in their two
unmistakable business sections-Supply Chain Management and
Enterprise Mobility Solutions. They offer Supply Chain mastery to
different industry verticals, for example, Automotive, Engineering,
Consumer Goods, Telecommunications, Commodities, and E-trade.
• GATEWAY DISTRIPARKS Ltd: It is a major logistics facilitator

across India, with three synergistic sectors interconnected container
shipping terminals, inland container warehouses that develop
railway carriers to major ports, cold chain warehousing and logistics.
• ARSHIYA Ltd: ARSHIYA is the leading supplier of integrated

logistics and supply chain infrastructure solutions in India, with
services including Free Trade Warehousing, Inland Container Depot,
Railways and Railway Infrastructure, Transport and Handling
• SNOWMAN LOGISTICS Ltd: SNOWMAN is India's driving

incorporated temperature-
Page no 21

controlled logistics specialist co-op, represent considerable authority in

giving warehousing, appropriation, and other worth add administration the
nation over.
• ABC INDIA Ltd:
• APOLLO TRICOST TUBES Ltd

• DRS DILIP ROADLINES Ltd
• FUTURE SUPPLY CHAIN SOLUTION Ltd
• INTER STATE OIL CARRIER Ltd
Page no 22

2.3 WORK FLOW MODEL
Legal department
Settlement of industrial
disputes
Settlement of workmen
Settlement of accident
claims
To avoid illegal activities

in firm
Suit against bounced

cheque
Page no 23

Administration
Department
Day to day administration
Accounts queries to
commission letter to agents
Bus break down reports
Collection report
Seat occupancy
Bus arrival report
Customer feedbacks
follow up
Page no 24

Maintenance department
Centralized purchasing
Repairing vehicle
Complete body building of

vehicles
Changing of oil clutches
Hiring lorries in the basisof

demand
Maintenance of drivers’
accounts
Complaints department
Delays
settlement
Exchange of material
Page no 25

Operation and maintenance
department
Vehicle planning
Maintaining time sheet and

vehicle
Maintains diesel entry card of bus

from different branches
In case of bus breakdown

alternative arrangements
Maintaining report of break

down buses
Repairing buses at workshop
Complaints department
Collecting
customer
Booking contracts and tickets
Maintain passenger list
Complaint Centre
for customer
Arrival time of bus,

break down or any other
queries for passengers
Page no 26

Inspection department
Vising and inspecting

branch
Creating inspection report

on branches
Sending to administration
Page no 27

Accounts department
Head office tickets
Booking statements
vouchers
Branch cash statements
Collection of ho copy
Verification of receipts
Generating report
Page no 28

Marketing department
Takes customer’s
feedback
Follow up customer
feedback
Offers discounts in non-

peak time
Formulates promotional
tools
Identify necessity of
expansion of business
geographically
Generates the report on

opening of new branches
Page no 29

2.4 ACHIEVEMENTS AND AWARDS
ACHIEVEMENTS / AWARDS:
• UDYOG RATNA in the year 1994.
• Regional Award for Operational Excellence at the 2012.
Page no 30

• SARIGE RATNA in the year June 28th 2008.
• 2013 World Travel Brands Award Winner.
• VIJAY SANKESHWAR was awarded TRANSPORT SAMRAT during

the National
Convention for Outstanding Achievement in the field of Transport
Industry.
• VIJAY SANKESHWAR conferred SARIGE RATNA AWARD In 2005

by MD of TATA
Groups.
• Excellence in Bus Transport Service - National award in 2015.
• Excellence in Bus Transport Service-South award in 2015.
• SRI. M. VISHWESHWARAIAH MEMORIAL AWARD in 2007.
• 2013 World travel brand award. INC 500:2014 One of the fastest
growing Indian companies.
ACHIEVEMENTS:
The company has 4,475 vehicles, including cargo and passenger buses, and
is eligible to enter the business book record as the largest fleet owner in the
world.
Page no 31

2.5 CURRENT CHALLENGES
However, in general, some of the common challenges that VRL logistics

facing include:
Transportation Costs: One of the biggest challenges for logistics companies

is managing transportation costs. Rising fuel prices, maintenance expenses,
and driver shortages can all lead to higher costs, which can eat into profit
margins.
Capacity Constraints: Logistics companies also face the challenge of meeting

the growing demand for their services, while also managing capacity
constraints. This can be especially difficult during peak seasons, when
demand is at its highest.
Supply Chain Disruptions: The COVID-19 pandemic has highlighted the

challenges of supply chain disruptions, with lockdowns, port closures, and
other factors disrupting the movement of goods across borders.
Technology Adoption: Many logistics companies are also grappling with the
need to adopt new technologies to improve efficiency and competitiveness.
This can involve significant investments in new systems, software, and
hardware.
Talent Management: Finding and retaining skilled employees is a challenge

for many logistics companies, particularly in areas such as operations, IT, and
analytics. The competition for talent can be fierce, and turnover can be costly.
Transportation Infrastructure: One of the major challenges faced by logistics

companies is the state of transportation infrastructure. Poor roads, bridges,
and highways can lead to delays, increased transportation costs, and damage
to goods.
Page no 32

Rising Fuel Costs: Fuel is a major expense for logistics companies.

Fluctuations in fuel prices can have a significant impact on a company's
bottom line.
Customer Expectations: Customers have high expectations when it comes to

logistics services. Companies must deliver goods quickly and efficiently,
provide accurate tracking information, and offer responsive customer service.
2.6 FUTURE PLANS
VRL Logistics is an Indian logistics and transportation company that operates a

wide range of services, including parcel services, full truckload transportation, and
warehousing. In recent years, the company has expanded its operations and entered
new markets, such as e-commerce logistics.
In 2021, VRL Logistics announced plans to invest INR 100 crore (approximately
USD 13.5 million) to set up a logistics park in Tamil Nadu. The park is expected to
offer a wide range of logistics services and create job opportunities for local
communities.
The company has also been focused on improving its technology infrastructure to
enhance its operational efficiency and customer service. In 2020, VRL Logistics
launched a mobile app that allows customers to track their shipments and access
real-time information about their deliveries.
Page no 33

Overall, VRL Logistics appears to be focused on expanding its operations,

improving its technology infrastructure, and providing high-quality logistics
services to its customers.
In the past, VRL Logistics has expanded its operations by acquiring other logistics
companies and investing in technology to improve its logistics services. It has also
focused on expanding its network of branches and warehouses across the country.
In terms of future plans, VRL Logistics may continue to focus on expanding its
operations across India and investing in technology to improve its services. It may
also look for opportunities to expand its logistics services to other countries or
regions. However, this is purely speculative, and the actual plans of the company
may be different.
Some of the recent initiatives taken by VRL Logistics include:
Expansion of their logistics network: VRL Logistics has been expanding its
network of logistics hubs and warehouses across India to improve its reach and
reduce delivery times.
Focus on technology: VRL Logistics has been investing in technology to improve

its operational efficiency and provide better services to its customers. The company
Page no 34

has launched an online portal to make it easier for customers to book and track their
shipments.
Diversification of services: VRL Logistics has been expanding its services beyond
traditional logistics to include e-commerce logistics, cold chain logistics, and other
specialized services.
Acquisition of new companies: VRL Logistics has been acquiring other logistics
companies to expand its operations and market share. In 2020, the company
acquired a majority stake in Safe express, a leading logistics company in India.
VRL Logistics has been investing in the expansion of its network, adding new
vehicles, warehouses, and distribution centers to its operations. The company has
been focusing on developing its e-commerce logistics capabilities and has been
partnering with major e-commerce players to provide last-mile delivery services.
In addition, VRL Logistics has been exploring opportunities for international

expansion and has been looking to enter new markets in Southeast Asia, the Middle
East, and Africa. The company has also been investing in technology and
automation to improve its operations' efficiency and customer service.
Overall, VRL Logistics appears to be pursuing a growth strategy that involves

expanding its network, diversifying its services, and exploring new markets.
Page no 35

CHAPTER 3
RESEARCH DESIGN
Page no 36

3.1 STATEMENT OF THE PROBLEM
The main purpose of doing this particular study is to understand the reliability and
efficiency of VRL logistics in providing logistic solutions for a wide range of
Industries. The survey helps to understand how logistics services impact on various
business activities of customers.
3.2 NEED OF THE STUDY
Logistics acts as an important part of various businesses. This study helps to

understand how VRL has been an efficient way to deliver goods from one end to
another end on a real time basis.
3.3 SCOPE OF THE STUDY
This study is under taken with the prime force on the current customers of VRL
logistics Pvt ltd, who have availed the services, along with that this study will help
us to analyse the opinion of customers towards service quality of the company.
Samples of the study: Customers of VRS logistics
Purpose of the study: To understand the efficiency and reliability of VRL logistics
ltd in delivering services to customers.
Geographical location: Bengaluru region
3.4 REVIEW OF LITERATURE
VRL Logistics is a logistics and transportation company based in India. A search

of academic literature reveals that there are relatively few studies that specifically
focus on VRL Logistics, but there are several studies that provide insights into the
broader logistics and transportation industry in India.
Page no 37

• One study by Yadav and Singh (2016) examined the factors influencing
the performance of logistics companies in India. The authors found that
factors such as infrastructure, technology, human resources, and customer
service were all important in determining the success of logistics
companies. They also found that companies with a strong focus on
innovation and technology were more likely to succeed.
• Another study by Kumar and Singh (2018) looked at the challenges faced
by logistics companies in India. The authors found that the lack of
infrastructure, inefficient processes, and high costs were major challenges
for companies in the logistics industry. They also found that companies
that were able to adapt to changing customer needs and preferences were
more likely to be successful.
• A study by Khanna and Kumar (2015) examined the role of logistics in the
Indian retail industry. The authors found that logistics was a critical
component of the retail supply chain and that companies that were able to
effectively manage their logistics operations were more likely to succeed.
They also found that there was significant potential for logistics companies
to leverage technology to improve their operations and gain a competitive
advantage.
• In a report by the Federation of Indian Chambers of Commerce and

Industry (FICCI) titled "Indian Logistics Industry: Current Scenario and
Future Outlook," it is noted that the Indian logistics industry has
experienced significant growth in recent years, driven by increasing
Page no 38

demand for transportation and supply chain services. The report identifies
challenges faced by the industry, including inadequate infrastructure,
complex regulatory environment, and lack of skilled workforce. However,
the report also highlights opportunities for growth, particularly in the areas
of e-commerce logistics and cold chain logistics.
• Another report by the Indian Institute of Management Calcutta titled

"Logistics in India: Trends and Opportunities" emphasizes the importance
of developing an efficient logistics system to support economic growth.
The report notes that while India has made progress in improving its
transportation infrastructure, there is still a significant gap compared to
other countries. The report suggests that the government should focus on
developing multimodal transportation systems and creating a favorable
business environment for logistics service providers.
• In a study published in the Journal of Supply Chain Management Systems,

the authors analyzed the factors affecting the performance of logistics
service providers in India. The study identified factors such as technology
adoption, employee training, and customer satisfaction as key drivers of
performance. The study suggests that logistics service providers should
focus on improving these factors to enhance their competitiveness in the
market.
• A case study published in the International Journal of Engineering and

Technology Innovation analyzed the implementation of a supply chain
management system at a logistics company in India. The study found that
Page no 39

the implementation of the system resulted in improved efficiency and

customer satisfaction. The study suggests that the adoption of advanced
technologies can help logistics companies in India to overcome some of
the challenges they face.
• One article titled "VRL Logistics: The Journey So Far" published in the
Economic Times in 2017 provides a brief history of VRL Logistics and its
growth over the years. The article also highlights the company's focus on
technology and customer service, which has helped it maintain its position
as a leading logistics company in India.
• Another article titled "VRL Logistics: Driving Growth in India's Logistics

Sector" published in the Logistics Insight Asia in 2019 discusses the
challenges faced by the logistics industry in India and how VRL Logistics
is addressing those challenges through its innovative business model and
customer-centric approach. The article also highlights the company's focus
on diversification, which has helped it expand its services beyond
traditional logistics.
• A research paper titled "An Analysis of VRL Logistics Limited: A Study

on Operational Efficiency" published in the International Journal of Recent
Technology and Engineering in 2019 analyzes the operational efficiency
of VRL Logistics using data from 2016-2017. The paper concludes that
VRL Logistics has a high level of operational efficiency, which has helped
it maintain its profitability and competitive position in the
logistics industry.
Page no 40

• Finally, a study by Ghosh and Dey (2017) looked at the impact of e-

commerce on the Indian logistics industry. The authors found that e-
commerce had led to significant growth in the logistics industry, but had
also created new challenges such as the need for faster and more efficient
delivery systems. They also found that companies that were able to
effectively leverage technology and data analytics were more likely to be
successful in the e-commerce logistics space.
In conclusion, while there are relatively few studies specifically focused on VRL
Logistics, the broader literature on the Indian logistics and transportation industry
suggests that factors such as infrastructure, technology, human resources, and
customer service are critical for success. Companies that are able to adapt to
changing customer needs and leverage technology to improve their operations are
more likely to be successful in the highly competitive logistics industry in India.
3.5 OBJECTIVES OF THE STUDY
VRL Logistics is a logistics and transportation company based in India. It operates

in various segments such as goods transportation, courier services, and air cargo.
The objectives of the study are:
• To analyse the efficiency of VRL Logistics transportation services.

• To understand reliability of VRL services
• To understand frequency in usage of VRL Logistics services.
• To understand the satisfactory level of issues resolved by VRL Logistics
Page no 41

3.6 RESEARCH METHODOLOGY
To examine report definite methodology were utilized to impose the topic in a

clear approach.
This research design uses descriptive research method, which will rely on primary
data.
3.7 DATA COLLECTION
PRIMARY SOURCES : Primary data is a type of data collected by a research

team for first hand sources, this uses the methods like surveys, interviews, or
experiments. This type of data are usually collected from original data base of the
research.
Primary sources like Composed through organized questionnaire.
SECONDARY SOURCES: This type of data refers to the data which are collected
from someone other than the primary user. Secondary data includes information
that are collected from organizational records.
Secondary sources like Composed through websites, articles, and magazines.
3.8 SAMPLING DESIGN
• Sampling plan: The target population for the study is customers who are
using the services of VRL logistics.
• Sampling method: Non probability sampling method
• Sampling unit:
• Sampling size: 50
Page no 42

CHAPTER 4
DATA ANALYSIS AND INTERPRETATIONS
Page no 43

ANALYSIS OF THE RESPONSES:
1. Qualification
Table No 4.1:- Table showing the Qualification Of Respondents
Qualification Responses
PG 15
UG 14
METRIC PASS 6
SELF EMPLOYED 15
Graph No 4.1: Graph Showing Qualification Of Respondents
QUALIFICATION
SELF EMPLOYED
METRIC PASS
UG
PG
0 2 4 6 8 10 12 14 16
QUALIFICATION
Page no 44

ANALYSIS:
In the above table we can observe that most of the respondents (15)are either pg
students or employees. 6 responses from puc students and 14 responses from ug
students.
INTERPRETATION:
With reference to above graph we can say that most of the respondents are either
pg students or employees
2. Gender
Table no 4.2:- Table showing the gender analysis of respondents
GENDER RESPONSES
MALE 35
FEMALE 15
Graph no 4.2: Graph showing the gender of respondents
Page no 45

RESPONSES
FEMALE 15
GENDER
MALE 35
0 5 10 15 20 25 30 35 40
RESPONSES
Analysis:
According to the above table and graph there are 15 female respondents and 35 male
respondents.
Interpretation:
By analysing the above table and graph we can say that most of the Male
respondents are aware of VRL logistics or use the services of the company rather
than female respondents.
Page no 46

3. Age
Table no 4.3 : Table showing the age of respondents
AGE RESPONSES
18-20 17
20-25 22
25-35 8
35-40 3
Graph no: 4.3: Graph showing the age of respondents
RESPONSES
35-40 3
25-35 8
AGE
20-25 22
18-20 17
0 5 10 15 20 25
RESPONSES
Analysis:
In the above table and graph we can observe that most of the respondents belong to
the age of 20-25. 17 respondents belong to age of 18-20, 8 respondents belong to
the age of 25-35 and 3 respondents belong to the age of age 35-40.
Page no 47

Interpretation:
By the above analysis we can easily say that the respondents belong to the age group
of 20-25 are the most users of company’s services.
4. No of years of using VRL logistic’s services.

Table no 4.4:- Table showing the no of users using VRL services in terms of
years
NO OF YEARS RESPONSES
1-2 YEARS 25
2-3 YEARS 21
3-4 YEARS 0
4 OR MORE 4
Graph no 4.4: Graph showing the no of users using VRL services in terms of
years
Page no 48

RESPONSES
4 OR MORE 4
NO OF YEARS
3-4 YEARS 0
2-3 YEARS 21
1-2 YEARS 25
0 5 10 15 20 25 30
RESPONSES
Analysis:
By the help of above table and graph we can see that 25 users have been using the
services from 1-2 years. 21 users have been using the services from 2-3 years and
4 users are using the services from 4 or more years.
Interpretation:
By the above analysis made we can easily say that most of the users are using the
services of the company from 1-2 years but the loyalty of 4 customers who have
been using the services from more than 4 years can be seen here.
5. Frequency of using VRL logistic services.

Table no 4.5:- Table showing how frequently customers use vrl logistics
USAGE RESPONSES
DAILY 5
WEEKLY 15
Page no 49

MONTHLY 14
OCASSIONALLY 6
RARELY 10
Graph no 4.5: Graph showing how frequently customers use VRL logistics
RESPONSES
RARELY 10
OCASSIONALLY 6
USAGE
MONTHLY 14
WEEKLY 15
DAILY 5
0 2 4 6 8 10 12 14 16
RESPONSES
Analysis:
With the help of above table and graph we can observe 10 respondents uses the
services rarely, 6 respondents uses occasionally, 14 respondents voted for monthly,
15 respondents voted for weekly and 5 respondents for daily.
Interpretation:
By the above table and graph we can easily say that most of the respondents (15)
more frequently use the services .
Page no 50

6. Reliability of VRL logistics in handling shipments

Table No 4.6:- Table showing reliability of VRL logistics in handling shipments
RELIABILTY RESPONSES
EXCELLENT 10
GOOD 30
AVERAGE 10
POOR 0
VERY POOR 0
Graph no 4.6: Graph showing the reliability of VRL logistics in handling

shipments
RESPONSES
VERY POOR 0
POOR 0
RELIABILTY
AVERAGE 10
GOOD 30
EXCELLENT 10
0 5 10 15 20 25 30 35
RESPONSES
Analysis:
By observing the above table and graph we can say that 10 respondents voted for
average, 30 respondents voted for good and 10 respondents voted for excellent.
Page no 51

Interpretation:
By the help of above table and graph we can easily state that most of the
respondents found reliability out of services of the company. This also shows the
key factor for customer satisfaction.
7. If the customers come across any issues or problems while using VRL
services or not.
Table no 4.7: - Table showing whether customers comes across any issues or
problems while using VRL logistics
ISSUES OR PROBLEMS RESPONSES
YES 33
NO 17
Graph no 4.7: Graph showing whether customers comes across any issues or
problems while using VRL logistics
Page no 52

RESPONSES
ISSUES OR PROBLEMS
NO 17
YES 33
0 5 10 15 20 25 30 35
RESPONSES
Analysis:
By the help of above table and graph we can easily say that more customers face
issues while using the services of VRL.
Interpretation:
Most of the customers are facing some or the other issues while using the services
and such issues may lead the customers towards dissatisfaction and may lose the
loyalty towards company.
Page no 53

8. Issues related to VRL services resolved to the satisfactory of the customer

or not
Table no 4.8:- Table showing whether the Issues resolved to the satisfactory of the
customer or not
SATISFACTORY RESPONSES
YES 31
NO 19
Graph no 4.8: Graph showing whether the Issues resolved to the satisfactory of the
customer or not
RESPONSES
NO 19
SATISFACTORY
YES 31
0 5 10 15 20 25 30 35
RESPONSES
Analysis:
Here more than 50% of the respondents says that their issues are being resolved and
19 respondents says that their issues are not being solved.
Page no 54

Interpretation:
By this we can easily say that most of the customers find satisfaction after their
issues are being resolved by the organisation. This in turn helps the organisation to
gain customer trust and loyalty.
9. The common type of issues faced by the customers
Table no 4.9:- Table showing the issues faced by the customers
ISSUES FACED BY THE CUSTOMER RESPONSES

DELIVERY TIME 18
PRODUCT MISSING 13
BREAKAGE AND LEAKAGE 4

ADDITIONAL CHARGES 8
OTHERS 7
Graph no 4.9: Graph showing the issues faced by the customers
Page no 55

RESPONSES
ISSUES FACED BY CUSTOMER
OTHERS 7
ADDITIONAL CHARGES 8
BREAKAGE AND LEAKAGE 4
PRODUCT MISSING 13
DELIVERY TIME 18
0 5 10 15 20
RESPONSES
Analysis:
By the above table and graph we can analyse that Most of the respondents voted
that they are facing issues related to delivery time. 13 respondents voted that the
products are missing , 4 of them voted for breakage and leakage, 8 of them said
that the additional charges are being kept and 7 faces some other problems.
Interpretation:
By this we can say that the most customers are facing delivery inconsistencies
related to VRL services and this can lead to customer dissatisfaction.
Page no 56

10. The satisfactory level of customers after the issues are being resolved
Table no 4.10:Table showing the satisfactory level of customers after the issues
are being resolved
ISSUES RESOLVED
FOR CUSTOMER
SATISFACTION RESPONSES
YES 35
NO 15
Graph no 4.10: Graph showing the satisfactory level of customers after the issues
are being resolved
RESPONSES
ISSUES RESOLVED FOR CUSTOMER
NO 15
SATISFACTION
YES 35
0 5 10 15 20 25 30 35 40
RESPONSES
Analysis:
For the above question more than 50% of the respondents that is 35 respondents
voted for yes and 15 respondents voted for no.
Page no 57

Interpretation:
By this we can say that the customers are satisfied after the issues are being taken
care and being resolved by the company end. This ensures the loyalty as well as
customer satisfaction.
Page no 58

ANALYTICS TOOLS
1)Rate of quality customer service provided by VRL Logistics

RESPONDENTS AVERAGE VERY GOOD EXCELLENT
FEMALE 21 25 3
MALE 17 35 8
F-Test Two-Sample for Variances
21 17
Mean 9 21.5
Variance 72 364.5
Observations 2 2
df 1 1
F 0.197531
P(F<=f) one-
tail 0.26625
F Critical one-
tail 0.006194
Anova: Single Factor
SUMMARY
Groups Count Sum Average Variance
2 48 24 50
2 30 15 8
2 13 6.5 40.5
If the p-value is greater than the alpha level, which is typically set at 0.05, then we
fail to reject the null hypothesis. This means that there is not enough evidence to
suggest that the null hypothesis is false and we cannot conclude that there is a
significant difference or relationship between the variables or groups.
Page no 59

2) Efficient and reliability in delivering goods by VRL Logistics to wide range

of industries.
RESPONDENTS SATISFIED NEUTRAL VERY
SATISFIED
FEMALE 19 17 2
MALE 29 13 11
ANOVA
Source of
Variation SS df MS F P-value F crit
Between Groups 306.3333 2 153.1667 4.664975 0.120016 9.552094
Within Groups 98.5 3 32.83333
Total 404.8333 5
Mean 25
Standard Error 7.670289
Median 20.5
Mode #N/A
Standard Deviation 15.34058
Sample Variance 235.3333
HYPOTHESIS
H0: VRL Logistics is not efficient in delivering reliable transportation solutions
compared to other logistics services.
This hypothesis posits that customers who use VRL Logistics are more likely to
choose other logistics services.
Page no 60

H1:VRL Logistics is efficient in delivering reliable transportation solutions

compared to other logistics.
This hypothesis proposes that customers who use other logistics services are more
likely to use VRL Logistics which meet their objective of efficiency and reliability
compared to other logistics services.
P>0.05, hence null hypothesis is rejected. This can be interpreted as VRL

Logistics is efficient in delivering reliable transportation solutions compared to
other logistics services.
Page no 61

3) Reliability of VRL Logistics in handling shipments

GOOD AVERAGE EXCELLENT POOR
47 23 18 12
Kurtosis 2.463975
Skewness 1.495783
Range 35
Minimum 12
Maximum 47
Sum 100
Count 4
Confidence
Level(95.0%) 24.41028
Page no 62

CHAPTER 5
SUMMARY OF FINDINGS, CONCLUSION AND
RECOMMENDATIONS
Page no 63

5.1. Findings:
With reference to the analysis of all the questionnaires ,we can say that
• Most of the respondents are either pg students or employees .

• Most of the Male respondents are aware of VRL logistics or use the services
of the company rather than female respondents.
• The respondents belong to the age group of 20-25 are the most users of
company’s services.
• The users are using the services of the company from 1-2 years but the
loyalty of few customers who have been using the services from more than
4 years can be seen from analysis.
• Most of the respondents (15) more frequently use the services. This shows
how customers are making VRL as a part of their day-to-day business life.
• We can easily state that most of the respondents found reliability out of
services of the company. This also shows the key factor for customer
satisfaction.
• More than 50% of the customers are facing some or the other issues while
using the services and such issues may lead the customers towards
dissatisfaction and may lose the loyalty towards company.
• In spite of such issues, most of the customers find satisfaction after their
issues are being resolved by the organisation. This in turn helps the
organisation to gain customer trust and loyalty.
• The customers are facing delivery inconsistencies related to VRL services
and this can lead to customer dissatisfaction.
Page no 64

• Evan though the issues are found, customers are satisfied after the issues
are being taken care and being resolved by the company end. This ensures
the loyalty as well as customer satisfaction.
By this we can say thet most of the customers are satisfied about VRL even
though they encountered some issues while using the logistic services.
The company is succeeded in gaining the reliability of its services and there
are more loyal customers for VRL who are using the services for more than
4 years.
5.2 Suggestions/ Recommendations:
I suggest to improve customer relationships

I suggest to know the customer needs and wants
I suggest to improve the sound check before delivery.
I suggest to fasten the delivery time
I suggest to improve the quality of services.
I suggest to invest in technology.
I suggest to implement efficient processes
5.3 Conclusions:
In the study majority of the customers are satisfied with the service provided by
the company. It mainly focuses on the things which can make customers more
satisfaction in reference to the services provided by them and also it shows how
the customers are more loyal towards the company.
Page no 65

5.4 Management Lessons learned:

• Practical knowledge of how the logistics works takes place
• Customer experience
• Research methodology
• Competitor analysis
• Learning exposure
• Potential decision-making skills
• Industry exposure
• Professionalism
BIBILOGRAPHY
ARTICLES:-
• Ghosh.S (2017):-Role of logistics and supply chain management in the

growth of the Indian economy,using VRL Logistics as a case study.
• Bharadwaj.V.(2018):-VRL Logistics: The Road Ahead.The Economic
Times.
• Tiwari.A.(2019):-VRL Logistics: A Case Study of Operational Excellence
in Indian Logistics.International Journal of Logistics Systems and
Management,33(1),1-23.
• Chaitali Mukherjee (2020):-VRL Logistics: Transforming the logistics
landscape in India.
• Nitin Pangarkar & Vinod Kumar(2016):VRL Logistics: A case study in
Indian Logistics.
• D.Dhanasekaran & T. Rajesh Kumar(2016):VRL Logistics: VRL Logistics:
A journey towards excellence.
Page no 66

• Sudipta Sarangi(2019):VRL Logistics: Optimizing logistics operations

through technology
• Aishwarya Meenakshi(2019):VRL Logistics: Providing end-to-end
logistics solutions.
Website links:-
• VRL Logistics : About Us(n.d.).

• https://www.vrlgroup.in/about-us
• VRL Logistics Ltd.(2021)Annual Report 2020-21.Retrieved from
https://www.vrlgroup.in/pdf/AR_2020-21.pdf
ANNEXURE
QUESTIONAIRE
PART 1
Name:
Qualification:PUC/UG/PG/Employee
Gender:M/F/Others
Age: 18-20/20-25/25-35/35-40
PART 2
1.Since how many years you have been using vrl’s services
• 1-2 years
• 2-3 years
• 3-4 years
• or more years
Page no 67

2. How often do you use VRL Logistics services

• Daily
• Weekly
• Monthly
• Occasionally
• Rarely
3.How would you rate the reliability of VRL Logistics in handling your shipments
• Excellent
• Good
• Average
• Poor
• Very poor
4.Have you ever encountered any issues or problems while using VRL Logistics
services
• Yes
• No
5. If you answered “yes” to the previous question,were the issues resolved to your
satisfaction.
• Yes
• No
6.What were the issues you have faced.

• Delivery time
• Product missing
• Breakage and leakage
• Additional charges
• Other
7.If you answered yes to the previous question, were the issues resolved to your
satisfaction.
• Yes
• No
Page no 68

Page no 69

shreyankkumta47@gmail.com.docx
ORIGINALITY REPORT
12 %
SIMILARITY INDEX
8%
INTERNET SOURCES
4%
PUBLICATIONS
8%
STUDENT PAPERS
PRIMARY SOURCES
1 Submitted to Visvesvaraya Technological

University
2%
Student Paper
www.coursehero.com
2 Internet Source 1%
pt.scribd.com
www.managejournal.com
cupdf.com
Submitted to NIIT University
6 Student Paper 1%
Submitted to PES University
7 Student Paper 1%
8 Submitted to The Chartered Institute of
Marketing 1%
Student Paper
9 Submitted to Manipal University

MBA Dissertation
PROGRESS REPORT-1
SL Particular
NO.
1 Name of the student SHREYANK N KUMTA
2 Registration Number P03MT21M0107
3 Name of the College Guide Prof. Meera.K. L
4 Name of the External Guide -
5 Title of Dissertation DELIVERING EFFICIENT AND

RELIABLE TRANSPORTATION
SOLUTIONS FOR A WIDE
RANGE OF INDUSTRIES
6 Name and Address of the -

company/Organization where
Dissertation undertaken with Date
of starting Dissertation
7 Progress report: A brief note ❖ Synopsis was approved by

reflecting, Number of meeting with theGuide
Guides, places visited, libraries ❖ Met the Guide thrice
visited, Books referred, meeting in aweek
with persons, activities taken up, ❖ Visited the College library
preparations done for collection and and referred a few books
analysis of data etc., related toFinancial Planning
Construct the Questionnaire
and got approved by the Guide
Date:
Signature of the Student Signature of the College Guide

MBA Dissertation
PROGRESS REPORT-2
SL Particular
NO.
1 Name of the student SHREYANK N KUMTA
2 Registration Number P03MT21MO107
3 Name of the College Guide Prof.Meera.K.L
4 Name of the External Guide -
5 Title of Dissertation DELIVERING EFFICIENT AND

RELIABLE TRANSPORTATION
SOLUTIONS FOR A WIDE
RANGE OF INDUSTRIES
6 Name and Address of the -

company/Organization where
Dissertation undertaken with Date
of starting Dissertation
7 Progress report: A brief note ❖ Completed Data Analysis

reflecting, Number of meeting with andapplied Statistical tools
Guides, places visited, libraries ❖ Design the Finding,
visited, Books referred, meeting Suggestions and Conclusions
with persons, activities taken up,
preparations done for collection and
analysis of data etc.,
Date:
Signature of the Student Signature of the College Guide

Ilovepdf Merged PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Ilovepdf Merged PDF

Uploaded by

Copyright:

Available Formats

"DELIVERING EFFICIENT AND RELIABLE TRANSPORTATION SOLUTIONS

FOR A WIDE RANGE OF INDUSTRIES (VRL LOGISTICS)”

Project submitted in partial fulfilment of the

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

I hereby declare that "DELIVERING EFFICIENT AND RELIABLE TRANSPORTATION

Place : Bangalore SHREYANK N KUMTA

I thank my guide, PROF.MEERA.K.L(Assistant Professor), The Oxford College of Business

Place : Bangalore SHREYANK N KUMTA

Name of the guide : Prof.MEERA.K.L

Similarity index (%) identified : 12%

Project ID number in TURNITIN : 2070814913

CHAPTER NO. PARTICULARS PAGE NO.

04 Data Analysis and Interpretations 43-62

Table No. Description/Particulars Page No.

4.5 Table showing how frequently customers use vrl logistics 49

4.9 Table showing the issues faced by the customers 52

Graphs/ Figure No. Description Page No.

4.5 Graph showing how frequently customers 50

4.7 Graph showing whether customers comes 53

4.8 Graph showing whether the Issues resolved 54

4.9 Graph showing the issues faced by the 56

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

VRL Logistics is one of India's leading logistics and transportation companies.

With a focus on innovation and customer satisfaction, VRL Logistics has

1.2 INDUSTRY PROFILE

VRL Logistics is a leading logistics and transportation company in India, with a

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

National perspective: In India, the logistics industry is expected to grow at a CAGR

Regional perspective: VRL Logistics operates in several regions in India, including

E-commerce: VRL Logistics provides logistics and transportation services to

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

Manufacturing: VRL Logistics provides transportation services for raw materials

Agriculture: VRL Logistics provides transportation services for agricultural

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

VRL Logistics is a leading Indian logistics company, primarily engaged in the

DHL: DHL is a leading global logistics company headquartered in Germany. The

FedEx: FedEx is an American multinational courier delivery services company. lt

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

C.H. Robinson: C.H. Robinson is an American third-party logistics provider

VRL Logistics is a private logistics company in India that operates in the

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

Consumption:VRL Logistics serves a wide range of industries, including FMCG,

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

Skilled Workforce: The successful implementation of VR/AR logistics requires a

Regulatory Framework: The Indian regulatory framework is not yet equipped to

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

Connectivity: VR/AR logistics requires high-speed internet connectivity, which

Cybersecurity: As with any new technology, VR/AR logistics may be vulnerable to

VRL Logistics is a leading Indian logistics company, primarily engaged in the

Kuehne + Nagel: Kuehne + Nagel is a Swiss global transportation and logistics

VRL Logistics: VRL Logistics is an Indian logistics and transportation company

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

XPO Logistics: XPO Logistics is an American transportation and logistics company

VRL Logistics is a logistics and transportation company based in India. The

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

Economic Factors: The economic environment in which VRL Logistics operates

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

2.1 COMPANY HISTORY

THE OXFORD COLLEGE OF BUSINESS MANAGEMENT

2.2 VISION AND MISSION

a) ORGANIZATIONAL STRUCTURE OF THE COMPANY

Operations Department: This department is responsible for the day-to-day