UNVEILING CUSTOMER EXPERIENCE : A STUDY ON SATISFACTION

WITH BISMI PLASTIC IMPORT AND EXPORT SERVICE IN TAMIL NADU

CHENNAI 600001

AN INTERNSHIP REPORT
Submitted by

MOHAMED KAIF (21304032)

In partial fulfilment for the award of the degree

of

BACHELOR’S IN BUSINESS ADMINISTRATION

IN

AVIATION MANAGEMENT

SCHOOL OF MANAGEMENT

PADUR CHENNAI – 603 103 MAY 2023

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 PADUR, CHENNAI - 603 103

BONAFIDE CERTIFICATE

Certified that this project report titled “UNVEILING CUSTOMER EXPERIENCE : A STUDY
ON SATISFACTION WITH BISMI PLASTIC IMPORT AND EXPORT SERVICE IN TAMIL
NADU” is the bonafide work of “MOHAMED KAIF (21304032)” who carried out the project work
under my supervision. Certified further that to the best of my knowledge the work reported here does
not form part of any other project / research work on the basis of which a degree or award was
conferred on an earlier occasion on this or any other candidate.

SUPERVISOR HEAD OF THE DEPARTMENT

Dr. THENMOZHI Dr. M. K. Badrinarayanan, PhD

Assistant Professor S.G Prof. & Head
School of Management School of Management
Hindustan Institute of Management And Hindustan Institute of Management And
Science, Padur. Science, Padur.

DEAN

Dr. Karuppasamy Ramanathan, PhD

Dean,
School of Management
Hindustan Institute of Technology & Science, Padur.
.

The Project Viva-Voce Examination is held on 10 May 2023

INTERNAL EXAMINER EXTERNAL EXAMINER

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3
 DECLARATION
I, MOHAMED KAIF, hereby declare that the project entitled “A STUDY ON SATISFACTION
WITH BISMI PLASTIC IMPORT AND EXPORT SERVICE IN TAMIL NADU ” which I am
submitting to the Hindustan Institute of technology & Science in partial fulfillment of the requirement
for the degree in Bachelor of Business Administration (AVIATION MANAGEMENT) is an authentic
work done by me under the guidance of DR. THENMOZHI, ASSISTANT PROFESSOR S.G, School
of Management, Hindustan Institute of Technology & Science, Chennai-603 103.

PLACE:
DATE:

SIGNATURE

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 ACKNOWLEDGEMENT

First and foremost, I would like to thank the Lord Almighty for His presence and immense blessings
throughout the project work.

I wish to express my deep sense of gratitude to Dr. Elizabeth Varghese, Chancellor, Dr. Anand Jacob
Varghese, Pro-Chancellor and Mr. Ashok Varghese, Director of the Hindustan Institute of Technology
and Science for providing us the academic infrastructure to pursue this BBA Programme.

I am glad to express my sincere respects to Dr. S.N. Sridhara, Vice Chancellor, HITS, for driving
projectbased learning as the most important element of our learning experience in the university.

I wish to express my heartfelt gratitude to Dr. Muthukumar Subramanian, Registrar, for giving me this
opportunity to bring out and implement my ideas in this project.

I wish to express my heartfelt gratitude to Dr. Karuppasamy Ramanathan, Dean, School of

Management for his valuable support and encouragement in carrying out this project work.

I wish to express my heartfelt gratitude to Dr. M.K. Badrinarayanan, Head of the department, School of
Management for his valuable support and encouragement in carrying out this project work.

I would like to thank my project guide Dr. Thenmozhi, for the continuous guidance, active
contributions in my project by giving valuable suggestions throughout to complete this project work.

I wish to express my gratitude to my company guide Mr. Mohamed Kaif for the support and necessary
information given to complete the study

I would like to thank all the teaching and technical staff of the School of Management, who have been
supportive all through this journey of BBA.

Last, but not least, I am deeply indebted to my parents who have been the greatest support for all my
academic pursuits.

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 ABSTRACT

Bismi Plastics is a dynamic export and import company based in Tamil Nadu, India, specializing in
the trade of plastic products. With a focus on excellence and innovation, we are connecting
manufacturers and consumers all over Tamil Nadu.Our company operates on the principles of integrity,
reliability, and customer satisfaction, striving to exceed expectations in every transaction. Leveraging
our extensive network of suppliers and buyers, we facilitate seamless import and export processes,
ensuring timely delivery of high-quality plastic products.Bismi Plastics stands as a trusted partner for
businesses seeking reliable sourcing solutions and unparalleled service in the dynamic world of
international trade.

Keywords: Supply chai, reliability, sustainability

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 TABLE OF CONTENTS

Chapter No. Title Page No.

Xx LIST OF ABBREVIATION 8
Xx LIST OF FIGURES 9
INTRODUCTION 10
1.1 OVERVIEW 10
1.2 SCOPE OF THE STUDY 11
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1.3 OBJECTIVES OF THE STUDY 11

1.4 LIMITATIONS OF THE STUDY 11

2 INDUSTRY PROFILE
12
2.1 CARGO INDUSTRY
COMPANY PROFILE 15
3.1 ORGANIZATIONAL STRUCTURE
16
3 3.2 AI ASL- FHU (FLIGHT HANDLING
UNIT) 17

4 RESEARCH METHODOLOGY 25
5 CONCLUSION 26
Xx BIBLIOGRAPHY xx

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 LIST OF FIGURES

FIGURE NO TITLE PAGE NO.

FIGURE 3.1.1 AI ASL COMPANY LOGO 16

FIGURE 3.1.2 ORGANISATIONAL STRUCTURE OF AI ASL 16

FIGURE 3.1.3 IMPORT PROCESS 18

FIGURE 3.2 DANGEREOUS GOODS 24

FIGURE 3.3 NINE CLASSES OFR DANGEREOUS GOODS S

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 CHAPTER 1 INTRODUCTION

1.2 SCOPE OF THE STUDY

• To develop new skills both professionally and personally thanks to the internship.
These accomplishments for me are a direct result of the work AI ASL put into me
so that I could have an impact on other communities that needed leadership and
society as a whole.
• Through this internship, I better understood the activities taking place in the cargo
sector. The exposure I received from my office was wonderful. Based on the
theories I learnt in college. I had a fascinating experience. I learned about the many
freight industries during this assignment. It gave me new insight into how to
proceed in the aviation industry.

1.3 OBJECTIVES OF THE STUDY

• To research the roles and internal workings of a logistics department.
• To comprehend how goods are imported and exported and operates.
• To draw attention to the AI ASL operational procedure and team coordination.

1.4 LIMITATIONS OF THE STUDY

• The study was carried out for period of 30 days only.

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 • The necessary information was given for the study purpose only.

• Some of the information were kept confidential as per the company policy

CHAPTER 2 INDUSTRY PROFILE

2.1 CARGO INDUSTRY

The transportation of products or merchandise by air, land, or sea is referred to as the cargo
industry, also referred to as the freight industry. It entails the transfer of goods from one area
to another, usually for commercial purposes, including raw materials, finished products, and
other commodities.

The cargo sector is essential to international trade and commerce because it makes it possible
for companies to ship goods rapidly and effectively around the globe. Various services,
including freight forwarding, warehousing, customs clearance, and logistics management, are
included.

Additionally, a sizable number of people are employed by the cargo sector in a variety of
positions, such as pilots, truck drivers, logistics managers, and cargo handlers. With
improvements in technology, automation, and sustainability practises, the sector is continually
changing.

HISTORY OF CARGO INDUSTRY

The history of the cargo industry extends back to the prehistoric period, when items were
transported through land and waterways by people or animals. The Phoenicians and Greeks
were the first civilizations to utilise cargo ships for trading and transporting commodities
across the Mediterranean Sea.

The creation of railroads and steamships during the Industrial Revolution in the 18th and 19th
centuries resulted in a major growth of the freight business. As a result, items could be
transported more quickly and effectively, enabling trade across greater distances.

As the aviation business grew, cargo transportation by air started to happen in the early 20th
century. Cargo aircraft were essential in providing troops and carrying supplies to combat
areas during World War II.

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With the growth of international trade following the war, the cargo business continued to
expand, which sparked the 1950s development of containerization. By uniformizing the size
and shape of cargo containers, this revolutionised the cargo sector and made it possible for
commodities to be transported by trucks, trains, and ships in a way that is both efficient and
economical.

The freight sector has changed recently as a result of technological developments and the
growth of e-commerce. Automation and the usage of digital platforms have simplified
logistics and made it simpler to track and control shipments. With initiatives to cut carbon
emissions and boost supply chain effectiveness, the industry has also placed a strong
emphasis on sustainability.

GROWTH OF CARGO INDUSTRY

The cargo sector has grown significantly over the years, propelled by causes including
globalisation, technological advancements, and rising consumer demand for commodities.

The International Air Transport Association (IATA) estimates that during the past ten years,
global air cargo traffic has increased by an average of 3.5% annually, with total volumes
expected to reach 63.1 million metric tonnes in 2020. The rise in demand for perishable
commodities, the development of international trade, and the development of e-commerce
have all contributed to the boom.

The shipping sector has also expanded over time; according to the World Shipping Council,
ships now carry almost 90% of all international trade. The development of containerization,
which has enhanced efficiency and cut prices while enabling the transportation of more goods
over longer distances, has completely changed the business.

Technology breakthroughs like automation, artificial intelligence, and the internet of things
have helped the shipping business expand. These innovations have reduced costs, increased
supply chain efficiency, and made it simpler to trace and manage shipments.

The demand for quicker and more effective delivery of goods is likely to increase in the future
as a result of rising demand for commodities from emerging economies and the expansion of
e-commerce. In order to secure sustainable growth, the industry must handle issues like
growing fuel prices, trade disputes, and the effects of climate change.

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MAJOR PLAYERS OF CARGO INDUSTRY

There are many participants in the cargo market, including shipping firms, airlines,
logisticians, and freight forwarders. The following are a some of the main companies in the
freight sector:

1. Maersk - A Danish shipping company that is the largest container shipping company
in the world.

2. DHL - A German logistics company that offers a range of freight transportation and
logistics services.

3. FedEx - An American courier delivery services company that offers air, ground, and
sea transportation services.

4. UPS - An American multinational package delivery and supply chain Management

Company that offers a range of logistics and transportation services.

5. CMA CGM - A French container transportation and shipping company that is one of
the largest in the world.

6. Kuehne + Nagel - A Swiss logistics company that offers a range of freight

transportation and logistics services.

7. Emirates Sky Cargo - The cargo division of Emirates, the largest airline in the Middle
East.

8. Cathay Pacific Cargo - The cargo division of Cathay Pacific, a Hong Kong-based
airline that offers air cargo transportation services.

9. China COSCO Shipping - A Chinese shipping company that offers a range of

transportation and logistics services.

10. Air France-KLM Cargo - The cargo division of Air France-KLM, a French-Dutch
airline that offers air cargo transportation services.

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These businesses, along with others, are essential to the global cargo sector because they
make it easier to ship goods throughout the world and promote commerce and trade on a
worldwide scale.

CHAPTER 3 COMPANY PROFILE

Air India Airport Services Limited (AIASL) is a wholly-owned subsidiary of Air India
Limited, which is the national flag carrier airline of India. AIASL provides ground handling
services to airlines in India, including baggage handling, cargo handling, aircraft cleaning,
and aircraft maintenance, among other services.

AIASL is established in 2013, AIASL operates at more than 50 airports in India and has a
workforce of over 10,000 employees. The company is headquartered in Mumbai and has
regional offices in Delhi, Kolkata, Chennai, and Hyderabad.

AIASL's vision is to become the leading provider of airport ground handling services in
India, offering high-quality, safe, and efficient services to its customers.

AIASL’s mission is to achieve excellence in all aspects of its operations, from safety and
security to customer service and employee engagement. It also places a strong emphasis on
sustainability, implementing initiatives to reduce waste, conserve resources, and minimize its
environmental impact.

AIASL is a reputable and reliable provider of ground handling services in India, with a strong
focus on safety, quality, and sustainability.

AIASL operates at over 82 airports in India, and its services include both domestic and
international operations. AIASL's commitment to providing excellent service has earned it a
reputation as one of the leading ground handling service providers in India.

It is the first and only Ground Handler in India to handle the Airbus A380 on its maiden flight
to India. Furthermore, it also handles the futuristic 787 Dream liners at major Airports in
India. AIASL could provide valuable insights into the ground handling operations of the

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aviation industry and contribute to the development of innovative solutions that can improve
the efficiency and safety of airport services.

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 FIGURE 3.1.1 AI ASL COMPANY LOGO

FIGURE 3.1.2 ORGANISATIONAL STRUCTURE OF AI ASL

3.2 AI ASL- FHU (FLIGHT HANDLING UNIT)

IMPORT

Freight or Goods which are received from other parts of the world to own country is called as
import.

IMPORT PROCESS

• Unloading the consignments from the aircraft.

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• The ULD’s are brought into the warehouse by the GHA (Ground Handling Agents).

• IGM (Import General Manifest) is generated from the EDI (Electronic Data
Interchange) with the IGM number.
• The custodians check the nature of the consignments listed in the IGM.
• The Custodians segregate the cargo according to the nature of the commodity and
binning is done to store it in the appropriate place.
• The commodities are stored in the

- General Cargo Shed

- Rack

- ASRS (Automated Storage and Retrieval System)

- Cold Storage
Frozen room: -15 ℃ to -30 ℃
Chemical room: -5 ℃ to 15 ℃
Ante room: 8 ℃ to 12 ℃
Pharma: 2 ℃ to 8 ℃

Fruits and vegetables: -5 ℃ to 10 ℃ -

Dangerous Goods Shed

- Strong room.
• Before the cargo is released for delivery the customs will examine the cargo and
provide OOC (Out of Charge).

• After receiving the OOC the CHA themselves or the authority will generate bill of
entry / BC (Bank Challan).

• The charges are applied commodity vice. Each commodity has a commodity number.

• After the billing process the Gate pass is generated and the CHA can collect their
cargo for delivery

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 FIGURE 3.1.3 IMPORT PROCESS

EXPORT

 Export is generally exporting or selling the products from one place to another place
(either domestic or international). Consignments which are to be sent or delivered
quickly are sent through air.

EXPORT PROCESS

• Finding a buyer.

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• Registering with a logistic company.

• Contacting IATA and Custom Agents.

• Packing and Labelling - Packing the commodity according to the rules and in the
form which the commodity won’t get damaged.

• Generating shipping bill, AWB (Air Way Bill) and TSPC (Terminal Storage
Processing Challan).

• TSPC - Shipping bill and carting order is required to generate TSPC.

• Arrival of goods at the dock TSPC check, time of arrival & weight filling, Token issue
are done at the truck dock gate during arrival.

• Unloading the cargo from truck.

• Truck dock - Weighing is done in the truck dock. When the cargo weight doesn’t
match the weight mentioned in the TSPC the way amount would be accounted in
billing before processing further.

• Examination Area - Custom examination, cargo is checked manually according to the

checklist.

• LEO - Let export order is provided by the Customs after the examination. The bond
is closed by the authority after receiving LEO from the customs.

• Screening - Each and every cargo is completely screened before acceptance into the
bonded area. AWB, LEO copy and checklist are the documents required for screening.

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 • Bonded Area - The Screened cargo will enter the bonded area after screening and
stored with the help of ETV.

• The airlines release a request letter to the EFO (Export Freight Officer) to release the
cargo for shipment.

The EFO release a permit order for the requested ULD’s (which can be permitted). After each
and every process the ULD’s are loaded into the aircraft.

EQUIPEMENTS USED IN IMPORT AND EXPORT

• Electric forklift
• Diesel forklift
• BOPT– BATTERY OPERATED PALLET
• Hand pallet
• Scissor type hand pallet
• Four wheel trolly

AWB - AIR WAY BILL

• An air waybill (AWB) serves as a receipt of goods by an airline (the carrier), as well
as a contract of carriage between the shipper and the carrier. It’s a legal agreement
that’s enforceable by law. The AWB becomes an enforceable contract when the
shipper (or shipper's agent) and carrier (or carrier's agent) both sign the document.

• The airway bill will also contain the shipper's name and address, consignee's name and
address, three-letter origin airport code, three letter destination airport code, declared
shipment value for customs, number of pieces, gross weight, a description of the
goods, and any special instructions

• An AWB also contains the conditions of the contract that describe the carrier's terms
and conditions, such as its liability limits and claims procedures, a description of the
goods, and applicable charges.

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 • Each airway bill has a unique, 11-digit number and can be used to track the
whereabouts of the shipment. For the record, here’s what those numbers mean:

• The first three digits relate to the airline transporting the cargo.

• The next seven digits are the airway bill’s serial number.

• The final digit is arrived at by dividing the serial number by seven and using the
remainder. It’s known as the check digit.

CHARGEABLE WEIGHT:

• Heavy and small loads (also called: "high density cargo") will tend to reach the weight
limitation of the aircraft before the volume limitation is attained, thus resulting in
unsold volume capacity.

• Light and bulky load (also called: "low density cargo") will reach the volume limitation
of the aircraft before the weight limitation is attained, thus resulting in unsold weight
capacity.

CONSIGNOR:

• When goods are sent by the manufacturer or the producer to the buyer, the act is
referred to as consignment where the owners of the goods send the goods to their
agents in another location.

• Sender is called the Consignor.

CONSIGNEE:

• A consignee is only a receiver of the goods and not the owner of the goods.

• Receiver is called the Consignee.

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CHA-CUSTOMS HOUSE AGENT

• CUSTOMS HOUSE AGENT (CHA) is licensed to act as an agent for transaction of

any business relating to the entry or departure of conveyances or the import or export
of goods at a customs station.
• CHA maintains detailed, itemized and up-to-date accounts.
• A Customs House Agent (CHA) license may be temporary or permanent.

CUSTOMS

• Customs is an authority or agency in a country responsible for collecting tariffs and

for controlling the flow of goods, including animals, transports, personal effects, and
hazardous items, into and out of a country.

• Traditionally, customs have been considered as the fiscal subject that charges customs
duties.

DANGEROUS GOODS

 Articles / substances which are capable of posing risk or danger to health, safety or
property when transported by air these goods have potential to cause damage or death
to lives and property if not carried according to regulations when carried in
compliance with regulations, they do not pose any danger or risk and may be safely
carried.

IATA has prescribed 9 classes of Dangerous Goods

Class 1 – Explosives – bombs, bomb-making substances, IEDs, dynamite

Class 2 – Gas – in compressed cylinder which may explode

Class 3 – Flammable liquids – petrol crude kerosene, petrol

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Class 4 – Flammable Solids – phosphorus, Sulphur

Class 5 – Oxidizers and Organic Peroxides – substances that cause rusting of other materials
Class 6 – Toxic and Infectious Substances – poison, poisonous substances

Class 7 – Radioactive material – emit atomic rays

Class 8 – Corrosives – that eat up organic substances – acids, alkalis

Class 9 – Miscellaneous Dangerous Goods – magnetic materials

Above materials cannot be booked as cargo unless in compliance with DGR Regulations –
totally prohibited for passenger baggage.
The above-mentioned goods are handled carefully and stored in the DG shed.

FIGURE 3.2 DANGEREOUS GOODS

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 FIGURE 3.3 NINE CLASSES OF DANGEREOUS GOODS
CHAPTER 4 RESEARCH METHODOLOGY

RESEARCH DESIGN: Descriptive Research Design

EXPLANATION: This allows a researcher to provide insights into the why and how of
research. Descriptive design helps others better understand the need for the research. It is a
theory-based design method created by gathering and presenting collected data.

Descriptive research design does not attempt to establish cause-and-effect relationships

between variables or make predictions about future outcomes. Instead, it focuses on providing
a detailed information

CHAPTER 5 CONCLUSION

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AI ASL – AI AIRPORT SERVICES LIMITED is a leading ground handling services provide
in major airports in India. So, it is ideally a highly complicated and restricted area for
common people. I had an excellent 1 month of exposure to the ground handling equipment &
import and export processes of India as well as the international context. We should know the

value of international law, legal rules and regulations maintained by the country. On the
observation, during these weeks the entire export and import process deals with a lot of legal
formalities, agencies, agents, authorities who are all tied up with accurate and legal paper
works, which results in more time consumption in clearance and process of cargo.

It was a great pleasure to take up the internship in AI Airport Services Limited, which had
given us a boost to our knowledge in Aviation Management.

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 REFERNCES

https://www.chennaiairport.com/ https://www.aiasl.in/overview
https://www.business-standard.com/about/what-is-air-india-air-transport-
serviceslimited-aiatsl https://en.wikipedia.org/wiki/Air_India_Limited

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