Services markrting-CIA-2on LOGISTICS.

Submitted By : M.Shanmukh Nath.

Class:BBA(F&IB)-B.Reg Num:1623622.

Submitted To : Praveen Babu Sir.(Services Marketing DEPT).

DTDC(Desk to Desk Courier And Cargo)

DTDC Courier & Cargo Ltd is India’s leading express distribution company.

It has over 281 own offices and over 5800 channel partners (Franchisees) spread across the country monitored through various regional offices.

DTDC serves nearly 10,000 pin codes delivering 11 million consignments per month. DTDC India provides various services ranging from Domestic to International services, Premier express, supply chain solutions to name a few.

Company Overview

INTRODUCTION 1990: Inception of DTDC by Mr.

Subhasish Chakraborty, Founder and CMD; Incorporate as Private Limited Company.

1994: Converted as Public Limited Company.

DTDC is now 23 years old and has come a long way from a modest beginning in Bengaluru, back in 1990.

Today, DTDC is a power brand worth Rs. 425 crores with 5800+ channel partners.

5500 direct employees and overseas operations in major countries across the world.

DTDC, an ISO 9001:2008 Certified Company by Det Norske Veritas (DNV) India and Accredited by UKAS (UK).

OBJECTIVES/GOALS OF QUALITY DEPARTMENTS

Providing Training to all the Employees and Departments/Franchisees on QMS, ISO and Processes.

Implementing Best Practices pan India to achieve Customer Satisfaction.

Conducting Internal Audit and taking corrective/ preventive actions.

Defining performance measurement parameters, analysis for continuously improving and achieving targets/goals.

Conducting Operation, Branch and SF/Franchisees Audit for continuous improvement.

Roadways : 65,569 kms. of Highways

Railways : 63,940 kms.

Airways :30 major Airports

Waterways: 12 major ports & other minor intermediate

ports

Transportation medium

TECHNOLOGY

Keeping up with world-wide technological developments in the Logistics industry, DTDC has been investing extensively in ramping up its infrastructure, since it is the backbone for holding together the operational service excellence. DTDC ensures that it identifies and deploys state-of-the-art technology, which offers the following:

World Class ERP (SAP)

Real-time Connectivity

End-to-end Consignment Tracking and Tracing functionalities

Data Accuracy

Web-based and Mobile (text message) status query solutions

Tech-based Mass Mailing solutions

Adopting Six Sigma Processes to achieve lean perfection in services . Greater use of technology for faster flow of delivery information . Building inter-departmental co-ordination and efficiency to enhance back-end services. Superior customer service to handle queries with faster turnaround of responses . Benchmarking of service levels at every step to attain near-perfect customer satisfaction .

PARTNERS

Statutory Auditors Internal Auditors

HR Consultant IT Development Partner

Network Partner Database Partner

ERP Partner IT Infrastructure Partner

SERVICES

1. Domestic services:- DTDC lite (DTDC Express services and cargo services), DTDC VAS (COD, FOD, Mentioned Piece)

2. International services- Air, Sea-Air, Ocean Freight, Project Cargo

3. Premium Express :- DTDC plus, Blue, Prime time plus, Premium express cargo.

4. Priority services :- Air, surface, express

5. Supply chain solution:- Warehousing solution

Headquartered at Bangalore and 4 Zonal Offices at Delhi, Kolkata, Chennai & Mumbai.

DTDC has a strong presence across the nation via 5800 franchisees, 200 branch offices and collection points.

DTDC has expanded rapidly to cover the entire nation to serve as a provider of end to end logistics solutions.

The Franchisee based model has helped the company in reaching every nook & cranny of India serving 10000 pin codes and enables it to deliver over 11 million consignments a month

Strategic tie-ups and business arrangements with key global players to provide services in more than 240 countries around the world.

Tracking of consignment

Customer can track all your Domestic Consignments sent via internet:

SMS Tracking: Current status can be checked by sending a SMS in the format 'DTDC Consignment No.' to the number: 9845324040

Domestic:

Tracking for international consignment

Online tracking of Consignment sent to Overseas destinations. Enter Airway Bill No below:

SMS : To get the current status of International consignment, send a SMS in the format 'INTL Consignment No.' to the number: 9845324040.

Complaint Form

Gaps of DTDCThe chance of gap 3 may be there because service quality may differs.

The chance of gap 5 also there because expected delivery and actual delivery varies accordingly.

Marketing Mix Of DTDC

PRODUCT

Weight slab CityPlus

Regional Plus

ZonalPlus/blue/green 

MetroPlus/blue

MetroPlus/blue/green

First 500 gms Rs 80 Rs 130 Rs 155 Rs 180 Rs 215

Addi. 500 gms Rs 25 Rs 50 Rs 70 Rs 105 Rs 130

10.1-25 kg (per kg)

Rs 50 Rs 80 Rs 115 Rs 180 Rs 225

30.1-50 kg(per kg)

N.A Rs 65 Rs 95 Rs 140 Rs 180

50.1 -100 kg(per kg)

N.A Rs 55 Rs 80 Rs 125 Rs 170

100 kg above(per kg)

N.A Rs 50 Rs 70 Rs 110 Rs 150

PRICE

Calculation:For Air Express & Air Cargo: Length x Breadth x Height (in cms) 

6000For Water ways:

Length x Breadth x Height (in cms)  4750 For International: 

Length x Breadth x Height (in cms)  5000 

For R-Express booking under Priority product, if any dimension of the parcel exceeds 110cms then 2 times the weight (Gross or Volumetric, whichever is more) is directly charged to the customer as the railway authorities charge the same.

Place

Promotion:Nationally DTDC offered different promotional activities during the Diwali season:

PROMOTION:DTDC strives to add sweetness to the festivities this Diwali by providing specialized gifting options like Dry Fruits, Exclusive Diwali Hamper – filled with traditional snacks & sweets. One can send gifts to their loved ones in India and abroad at attractive rates. DTDC offers specially designed packaging to ensure that gifts reach the loved ones secured, safe and on time.Locally:Given below are the way through which the local franchisee does promotion:Hoardings Newspaper &Visiting Cards.

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

Employees – 1: Office Manager 2: Field Manager 3: Delivery staffs

Physical evidence:

Process Intimation timing: 9:00am To 10:00am From H.O Delivery within the Day In normal service & if DTDC Pep Delivery then

within 12:30pm. Order Receiving 10:00am To 7:00pm

Packaging and disposing at H.O - 7:30 pm -7:45pm

Packaging and despatching (Other than City)-8:30 pm-9:30 pm

Claims Settlement In Lost case Copy Of F.I.R to Counter and From Counter To Head Office.Then The

Booking Fee Is returned Within 7 To 15 Day’s With value

of Goods.

STPSegmentation: There were many branches which were covering the whole india and connects the country,

Targeting : All manufacturing companies who were ready to transport them from one place to another place.

Positioning : They have been already positioned in india,as one of the largest logistics company. Probably everyone knowing the name of DTDC.

SWOT Analysis of DTDC

5

DHL (Dalsey Hillblom Lynn)

DHLDHL Full Form is Dalsey Hillblom Lynn. DHL is an

international mail express, shipping company that provides express logistics and mail delivery services mainly through the air and sea mail. It is an important part and division of the world famous German company Deutsche Post that completely purchased DHL in 2002.

DHL Full Form is Dalsey Hillblom Lynn. DHL is an international mail express, shipping company that provides express logistics and mail delivery services mainly through the air and sea mail.

It is an important part and division of the world famous German company Deutsche Post that completely purchased DHL in 2002.

Introduction

DHL Express is a division of german logistics company Deutsche Post DHL.

Headquarters at Bonn,Germany.Employees around the country 2,75,000.Also has 27 aircrafts worldwide.DHL has access to over 22,200 locations in india in addition to the global network of over 220 countries around the world.

Tagline

DHL-Company Overview.

Technology Of DHLThe high end technology is used like Heavy planes

to shift the cargo and some helicopters and sometimes even drones.

For road transport heavy trucks of Mercedes Benz are used . And every transporting material has a unique code with barcodes,so there is no confusion of mixing of the items while and after transporting.

Modern vehicles were used for transportation.

MARKETING MIXProduct : DHL is service provider of transportation from one place to other in any medium like roadways ,airways etc.

Price

Place

Promotion

People All management professionals ,manufacturing sector business

mainly uses logistics of DHL for the transportation of goods and some student interns.

Process

Physical evidence:

Services Marketing Triangle

SWOT analysis of DHL

Service Blueprint of DHL

Tracking

Complaints Forms

New service DevelopmentThe tracking of the courier by buyer or sender.Delivery may be expected and may be sooner than it

said.The courier had a unique barcode and it can be

scanned and can know the exact address so that no mixing of parcels happened.

The service provided by the DHL is unique among all the logistics.

Customised Solutions

THANK YOU.