Projec on Bluedart

Project on Logistics

Prakash Pohwani 64

Swapnil Raj 67

Kapil Sahitya 75

Jeetu Teckwani 85

Ranjit Singh Rhal 72

Sandeep Tulsiani 90


ACKNOWLEDGEMENT

We would like to express our

deep felt gratitude in the warmest manner

possible towards our professor PROF. Rajwadhe

for assigning us such a marvelous project. We

have immense pleasure in presenting this

PROJECT ON LOGISTICS.

The topic was an interesting one.

It gave us an opportunity to have a detailed

study on the topic and showed how things work

in the practical world. We came to understand

and analyse the importance of LOGISTICS in the

COMPANY.

We had a great time working on

the project and we have provided information to

the fullest of our knowledge and our findings.


INDEX

Sr. No. Topic Page No.

1. Service Industry 5-6

2. Introduction & Importance of

Transportation

7-10

3. Modes of Transport 11-18

4. Advantages & Disadvantages of

Different Modes of Transport

19

5. 7 P’s of Transportation 20-21

6. Swot Analysis 22-23

7. Indian Transportation Sector 24-27

8. National Highways Development

Project

28

9. Golden Quadrilateral 29

10. Challenges Faced by Transportation

Sector

32-33

11. Key Government Strategies 34-35

12. World Bank Support 36-37

13. Transport Infrastructure 38

14. Measuring Relative Importance Of Each

Mode

39

15. Company Profile & Report 40-47

16. Conclusion 48


INTRODUCTION

What is LOGISTICS?

Logistics is about moving materials, information and funds from one business to

another or from a business to the consumer. It is a vital part of the business economic

system and is a major global economic activity. In fact 10-15 per cent of product costs

are logistics related. Worldwide, logistics constitutes about $2 trillion a year. For any

country, the logistics cost is estimated between 9 and 20 per cent of its GDP.

Every company dreams of achieving the seven R's - delivering the right product in

the right quantity and the right condition, at the right place, at the right time, for the right

customer at the right cost. Effective logistics management alone can make this possible.

Logistics is one of the oldest and also the newest activities of business management. It

involves combining diverse functions and service providers who may be culturally and

objectively different.

In the past, quality of products and services was the key differentiating factor for

companies operating in the same market. In due course, quality and low cost became the

winning combination.

Today, responsiveness to the customers' needs is the determining factor. An

enterprise that caters instantly to the needs of the customer is the winner. Integrated

logistics can serve as a potent tool for success in today's competitive business

environment.

Logistics is an organized process of managing the flow of merchandise from the

source of supply - the vendor, wholesaler or distributor - through internal processing

functions like warehousing and transportation, until the merchandise is sold and delivered

to the end customer.


Logistics management aims to reduce inventory-holding costs and improve

profits, while enhancing customer satisfaction.

Anything can be ordered online, but receiving a tangible product is impossible.

The difference between e-business success and failure lies in a company's ability to

manage the logistics.

History of Logistics

The Greeks defined logistics as "the science of correct reasoning by means of

mathematics". The first modern use of the term was in the military to identify the process

of planning and coordinating the movement of army and weapon support systems. Good

logistics brings out the ability to move faster and accurately to the battlefront. “If one

applies the same to the business organisation, it is one's ability to reach the product to the

consumer at the right time, right place, right quantity and at the lowest cost.” On similar

lines, supply chain management will mean the network of organisations involved in the

process by which goods are moved from producer to consumer and the counter flow of

information, to manage the supply chain as a single entity.

A prominent application of logistics was in World War II where weapon

movements were coordinated to ensure success. A recent instance of massive logistics

initiatives is in the Gulf war. With increasing competition in the market place,

managements started focusing on customer services in the early 1950s in developed

markets such as Europe and the U.S. In late 1960s some of the logistics concepts were

tested. Following the oil crisis of the 1970s and the concept of just in time in

manufacturing customer-servicing standards were given more importance and new

integrated logistics models and solutions were born. The emergence of organized

distribution system by department stores and super fast courier service organisations gave

a boost to logistics concepts and strategies. Today all businesses are looking for seamless

transaction systems to co-ordinate their information and material requirements along the

value chain.


At the micro level any manufacturing and marketing company spends 5 - 35 per

cent of sales on logistics. The major cost components are transportation, warehousing and

inventory carrying cost. Improvements in logistics get reflected in a reduction in

inventory levels, shorter delivery schedules, and improved servicing standards with

significant savings in total costs.

Logistics Management Process

Michael Porter in his famous book "Competitive Advantage'' has spoken of the

value chain approach and emphasized logistics as one of the most important tools for

competitive advantage.

The various processes and elements that are part of logistics as a discipline are:

Inbound logistics: Purchasing, Inbound transportation, Inventory Management.

Manufacturing: Production planning systems, Machine scheduling system.

Outbound logistics: Order booking process, Distribution management, outbound

transportation, and Warehouse management systems.

As customers started demanding improved servicing standards, fast cycle time has

become the key factor for business success, whether it is custom made tailoring service in

Hong Kong or development of a new car in Detroit.

Before delving deep into logistics, a look at the current business scene will be great help.


Scenario of Logistics in India

At present, companies specialising in logistics operations in India use traditional

technologies and cater to stand alone services like transportation, warehousing, clearing

and forwarding. There is tremendous scope to upgrade the technology, integrate the entire

supply chain, improve productivity levels and bring down operating costs. Any

technology that can improve productivity in transportation operations will be a great

boom to the economy both directly and indirectly with opportunities for 10-12 per cent

reduction in costs. Besides the savings on downstream users of transport will be much

higher and the cost multiplier effect on the economy will be reduced to that extent.

Given the emerging business and technological trends there are possibilities for

adoption of innovative logistics solutions specifically designed for India. In addition,

there is a requirement for an integrated strategy towards developing logistics and its

related IT infrastructure and also enhancing its industry base.

In recognition of the growing need for technology-enabled solutions in logistics in

India and abroad, many companies such as eLogistics are taking shape. In fact, there are a

dozen multinational logistics companies such as Exel, Bax Global and Menlo which have

started operations in India during the last few years.

Today logistics management in India has become complex with about ten million

related outlets to cater to the needs of 1000 million people.

The logistics market in India is estimated to be Rs. 260,000 crores and constitutes

13 per cent of the GDP. It is much higher than for the U.S. but lower when compared to

countries like China and Korea.


A reduction in logistics costs by one percentage point will mean a saving of $4.8

billion or Rs. 21,600 crores annually.

Besides significant benefits can be reaped through the multiplier effect of better

logistics on all economic sectors.

About Customer Service

According to LaLonde and Zinszer have researched various ways that customer

service can be viewed: 1) as an activity, 2) in terms of performance levels, and 3) as a

philosophy of management. Viewing customer service in terms of performance levels has

relevancy providing it can accurately measured. The notion of customer service as a

philosophy of management exemplifies the importance of customer-focused marketing.

All three dimensions are important to understand what is involved in successful customer

service.

A broad definition of customer service should embody elements from all three

perspectives. LaLonde and his associates offer the following definition:

“Customer services are a process for providing significant value-added benefits to

the supply chain in cost-effective way.” This definition illustrates the trend to think of

customer service as a process-focused orientation that includes supply chain management

concepts.

It is clear that excellent customer service performance seems to add value for all

members of the supply chain. Thus, a customer service program must identify and

prioritize all activities important to accomplish operating objectives. A customer service

program also needs to incorporate measures for evaluating performance. Performance

needs to be measured in terms of goal attainment and relevancy. The critical question in

planning a customer service strategy remains, does the cost associated with achieving the

specified service goals represent a sound investment and, if so, for what customers?

Finally, it is possible to offer key customers something more than high-levels basic

service. Extra service beyond the basics is typically referred to as value- added. Value-


added services, by definition, are unique to specific customers and represent extensions

over and above a firm’s basic service program.

The three fundamental dimensions of customer service were: -

Availability.

Performance.

Reliability.

About Logistics & Customer Service

Logistics contributes to an organization’s success by providing customers

with timely and accurate product delivery. The key question is who is the customer? For

logistics, the customer is any delivery destination. Typical destination range from

consumers’ homes to retail and wholesale businesses to the receiving docks of a firm’s

manufacturing plants and warehouses. In some cases the customer is a different

organization or individual who is taking ownership of the product or service being

delivered. In many other situations the customer is different facility of the same firm or a

business partner at some other location in the supply chain. Regardless of the motivation

and delivery purpose, the customer being serviced is the focal point and driving force in

establishing logistical performance requirements. It is important to fully understand

customer service deliverables when establishing logistical strategies.

Whereas logistics is not capability that contributes to overall success, it is

fundamental to servicing customers. In a typical marketing situation, the desired

customer service performance changes over time. To plan marketing strategy in a

dynamic will serve to illustrate how logistical customer service requirement related to a

specific product/segment situation will change over time. The product life cycle structure

offers a useful framework for viewing the dynamics associated with customer service

requirements planning.

In terms of overall logistical performance, the basic customer service platform or

program should be the level of support provided to all customers.


Corporate Profile About BLUE DART

BLUE DART is South Asia's leading integrated air express carrier and premium

logistics-services provider. It has the most extensive domestic network covering over

13,880 locations, and service more than 220 countries and territories worldwide through

its Sales alliance with DHL, the premier global brand name in express distribution

services.

BLUEDART’S vision is to establish continuing excellence in delivery capabilities

focused on the individual customer. In pursuit of sustainable leadership in quality

services, they have evolved an infrastructure unique in the country today.

State-of-the-art Technology, indigenously developed, for Track and Trace, MIS,

ERP, Customer Service, Space Control and Reservations.


Blue Dart Aviation, dedicated capacity to support their time-definite morning

deliveries through night freighter flight operations.

Warehouses at 14 locations across the country as well as bonded warehouses at

the 6 major metros of Bangalore, Chennai, Delhi, Mumbai, Kolkata and Hyderabad.

ISO 9001 - 2000 countrywide certification by Lloyd's Register Quality Assurance

for their entire operations, products and services.

It’s Competitive Advantage lies in:

Blue dart’s vast and unparalleled Domestic Network

Linked by some of the most advanced communications systems and positioned to

offer a consistent, premium, standardized quality of service.

A spectrum of services to provide customized solutions.

Blue dart is the only express carrier in the country today which offers an entire

range of services that extend from a document to a charter-load of shipments. Its services

are relentlessly monitored to deliver a net service level of 99.96% (as on February, 2005).

It’s Customs and Regulatory expertise

Company had a dedicated team of specialists who provide the expertise for

customs as well as regulatory clearances at all States within the country, to support

seamless service to the customer.

It’s Technology


Designed to enhance the reliability of our operations and process efficiency, and

add value to the customer through time and cost savings.

It’s Air Network

The only one of its kind in the country today, that is focused on carriage of

packages as its prime business, rather than as a by-product of a passenger airline. A

dedicated aviation system to support Blue Dart's services is self-sustaining, with its own

bonded warehouses, ground handling and maintenance capability.

Its financial credibility

Fitch Ratings India Pvt. Ltd. has assigned the highest "F1+ (Ind)" [F one plus

(Ind)] rating for their short term debt programme of Rs. 30 crores. Further, ICRA Ltd. has

also assigned the highest "A1+" (pronounced A one plus) Rating for their Commercial

Paper Programme of Rs. 25 crores.

Its People force

Committed, diverse and over 4,000 strong are company’s most valued asset. All

company’s achievements have been possible because they have a team who believes in

themselves and their company, a team with a winning attitude. Blue dart is a learning

organization, valuing self-development, and most of company’s managers are

homegrown.

MILESTONES

1983:

Khushroo Dubash, Clyde Cooper, and Tushar Jani establish Blue Dart Courier Services

with a capital base of Rs: 30,000. They forge ties with Gelco Express International U.K.,

and introduce India's first international air package express service.


1984:

Blue Dart Courier Services becomes a Global Service Participant of FedEx with the

acquisition of Gelco Express International by FedEx. Blue Dart Courier Services is the

first carrier in India to provide domestic and international on-board couriers, a hub-and-

spoke system and a 10.30 a.m. delivery service.

1988:

Blue Dart Courier Services establishes real-time, on-line tracking for all international

shipments through COSMOS, the FedEx track and trace system.

1991:

Blue Dart Express is registered as a private limited company, and introduces its

economical logistics service option, Dart Surfaceline. It indigenously develops its

domestic tracking system, COSMAT-ITM.

1992:

Blue Dart Express Pvt. Ltd. connects its in-house domestic E-mail network, and sets up

its employee satisfaction programme - Survey Feedback Action (SFA).

1994:

Blue Dart Express Ltd. goes public with an equity offer of 2.55 million shares, at a

premium of 14 times, worth Rs: 382.5 million. Blue Dart Express Ltd. launches Dart

Apex (Domestic Air Package Express), a multi-modal, premium package delivery

service, and COSMAT-IITM, an advanced system which includes track and trace. Blue

Dart Aviation is registered as a public limited company and becomes the first private

company to receive government permission for operation of cargo aircraft in India.

1995:


Blue Dart Aviation acquires 2 Boeing 737-200 freighters and receives ATO permission.

Blue Dart Express Ltd. develops its SMART (Space Management Allocation

Reservations and Tracking) system for its aircraft, the first cargo management system in

the country. Blue Dart Express Ltd. is awarded the "Global Service Participant Sales

Award" by FedEx for outstanding sales performance.

Blue Dart, Calcutta is proud to have the office inaugurated by Mother Theresa of the

Missionaries of Charity, and Nobel Peace Prize Laureate.

1996:

Blue Dart Aviation launches India's first jet express airline. Blue Dart Express Ltd's

turnover crosses the Rs: 1 billion mark, as it expands its domestic network by entering

into strategic alliances in North, South and West India. Blue Dart Express Ltd. is the first

express company in India to receive an ISO 9001 certification, and post its website on the

internet. Blue Dart Express Ltd., FedEx and the Heart-to-Heart Foundation, U.S.A., co-

operate in bringing the world's largest airlift of charity to Kolkata.

1997:

Blue Dart Express Ltd. signs agreements with leading international airlines for

distribution of bonded cargo within its network. Blue Dart Aviation launches its domestic

charter operations.

1998:

Blue Dart Aviation develops India's first Load and Trim software for its B737F flights.

Blue Dart Express Ltd. launches SMARTBOX, its economical, packaged door-to-door

product, and extends its delivery to over 1000 locations.

1999:


Blue Dart Express Ltd. moves to its state-of-the-art Administrative, Technology and

Operations Super hub, the Blue Dart Centre, at Mumbai. At close proximity to both the

international and domestic airports, encircled by four five-star hotels, and equipped with

the latest technology, the Super hub has improved efficiency and increased load-handling

capacity multifold. Blue Dart Express Ltd. Launches Power Dart 2000+, a software that

provides customers free connectivity to its database, enabling customers to track and

retrieve all information related to their shipments.

2000:

Blue Dart Aviation acquires its 3rd aircraft on lease. The aircraft is scheduled for

operations on the Bangalore-Delhi-Bangalore sector. Blue Dart Express Ltd. also

revamps its website replacing it with an interactive website to support e-trade and

commerce and facilitate customer interface on the net.

2001:

Blue Dart launches its 3rd aircraft operations on the Bangalore-Delhi-Bangalore sector.

The Civil Aviation Ministry requisitions Blue Dart aircrafts for relief operations into

earthquake-battered Bhuj in Gujarat. Technology tools and customer software -

MobileDart, On-Line Pick Up and ShipDart - are developed in-house and launched. Blue

Dart declares 1:1 bonus shares. Blue Dart, Kolkata moves into heritage building, Kanak,

its new premises inaugurated by Sr. Nirmala of the Missionaries of Charity.

2002:

Blue Dart is re-certified as one of a handful of Indian companies to the new global ISO

9001 - 2000 standards for "Design, management and operations of countrywide express

transportation and distribution service within the Indian Subcontinent and to international

destinations serviced through multinational express companies". Blue Dart ends its

contract with Federal Express and signs a path-breaking Sales Alliance with the World's


No. 1 international air express company, DHL Worldwide Express. Blue Dart crosses

100,000 shipments per day.

2003:

2003 - Blue Dart acquires its fourth Boeing 737 freighter. With a thrust on strengthening

infrastructure, Blue Dart establishes twelve of its own offices in the South, delivering to

an additional 198 locations, expands its hub at Bhiwandi and sets up a bonded warehouse

in Mumbai. The company is selected a Super brand from over 700 brands across 98

categories by a jury of eminent marketing and advertising professionals. The company

celebrates its 20 years of service to the nation on 19th November 2003

2004:

Blue Dart inducts its 4th aircraft into operation on 17th May 2004, connecting Hyderabad

as its 6th Aviation Hub. Blue Dart also extends its brand into Sri Lanka through a

Regional Service Alliance with Foster Agencies Pvt. Ltd., Member of the Hayleys Group,

one of Sri Lanka's largest diversified multinationals. The Alliance will enable customers

to use Blue Dart services between 400 locations in Sri Lanka and over 13,700 locations in

India. Blue Dart acquires its fifth Boeing 737 freighter.

2005:

DHL Express (Singapore) Pte. Ltd. completes the acquisition of 81.03% of the equity

capital of Blue Dart Express Limited. Blue Dart continues to operate as an independent


brand and provides a complete spectrum of domestic and international express services

through synergies with DHL.

Company’s Vision:

"To be the best and set the pace in the air express integrated transportation

and distribution industry, with a business and human conscience. We

commit to develop, reward and recognize our people who, through high

quality and professional service and use of sophisticated technology, will

meet and exceed customer and stakeholder expectations profitably."

Company’s future plans:

Focus on our core domestic products to expand our market share and

consolidate our unique and premium position in the Indian market, and

expansion into the near Mid-East and Far East markets and the SAARC

(South Asian Association of Regional Co-operation) countries. Blue Dart

would also leverage its vast customer base for global distribution through its

alliance with DHL. We plan to leverage our established infrastructure to

continue adding value and customised solutions to the changing and

evolving demands of the customer. We would also provide global logistics

customers with access to our quality domestic and regional distribution. Our


domestic network will continue to differentiate itself in all areas of our core

competencies - supply chain management, logistics and Ecommerce.

Position ourselves as the preferred, seamless link to a country

projected to be an economic superpower of the 21st Century. Through our

technology development, premium services, quality network and strategic

alliances, we plan to carve for ourselves a leadership position in the industry

as India's and the region's link to the world.

Continue to deliver value to our stakeholders through our People

Philosophy and Corporate Governance based on distinctive Customer

Service, Business Ethics and Accountability, and Profitability.

LOGISTICS IN BLUE DART

The Information Technology industry is, perhaps, typical of the

changing and escalating logistic demands of various industries today,

irrespective of their category as 'old' or 'new' economy. In the IT industry,

the difference between success and failure is closely linked to the

supply/value chain integration, of which there are two distinct processes:

1. The delivery of goods to the customer in the most reliable transit period

(and preferably the shortest) possible. 'Reliable' alludes to a certain

guaranteed transit time for packages to reach customers or the response that

organisations need in the event of any exceptions.


2. The reverse flow of acknowledged signed delivery records without which,

in many cases, recovery of bills are virtually impossible. Especially so in the

case of companies placing multi-location orders that could cover hundreds

of cities. The task for the supplier is staggering - plan logistics for deliveries

to all these locations, and hope for 100% of the delivery records to be

returned before bills can be submitted to the customer. In most IT

companies, the role of 'logistics' or 'fulfillment' is key.

With organisations moving towards close to perfect standards like Six

Sigma, interaction with logistics suppliers has taken on a critical role

moving up sometimes to the level of the CEO of the organization.

Blue Dart Express Limited applied and found solutions to these

critical demands much before other players could even recognize their need.

Through its exceptional people processes, superior technology, and stress on

quality systems over the last, almost two decades now, Blue Dart was quick

to fulfill these needs:

The country's most reliable air and surface network offer a pre-

determined delivery schedule with close to 100% accuracy. The IT industry

could plan its production with precision and avoid expensive inventory

build-up.

Blue Dart offers the country's most comprehensive communications

technology. Much before the internet was prevalent; Blue Dart customers

could dial into the network through Power Dart 2000 and track their


packages. As an added option, Fax dart could fax a copy of the delivery

record the minute the Blue Dart system was updated.

The country's only express airline with a fleet of three Boeing 737s

ensured that packages were flown to their destinations overnight. Another

tremendous advantage was that the individual size of packages that could be

carried multiplied manifold.

Retrieval of signed delivery records posed the industry's most

intriguing problem. Blue Dart was quick to understand this requirement and

put in place a 100% retrieval system.

Blue Dart not only handles large volumes and oversize packages

overnight - it also provides the industry with status of their shipments

and retrieves such records as are necessary for billing. The entire cycle

has been considerably shortened, enabling the industry to achieve

healthy bottom-line.

Logistics software solutions

Vendor Solution Features

Blue

Dart

SENTOR (Status

Entry Offline for

Regional Service

participants)

Application program offered to Blue Dart offices and

its channel partners in remote areas via the Internet.

Users receive detailed information on inbound

packages for delivery. Upon delivery, proof of

delivery details are entered offline and updated on

Blue Dart's Web server within three hours. The

earlier time lag was 24 to 48 hours.


TNT ExpressShipper (to be

launched)

A PC-based solution aimed specifically at SMBs. It

improves the business efficiency of customers by

helping them send more than fifteen consignments a

day. Customers can track consignments and obtain

price quotations directly from their PCs.

FedEx Global Trade

Manager

Online consultancy on customs-related paperwork

for SMBs that helps determine which customs

documents should accompany their (customer's)

international shipments. Lets customers print and fill

them up thereby helping them save time on potential

border delays.

SERVICES OF BLUE DART

REGIONAL SERVICES IN SAARC AREA

Between India, Bangladesh, Bhutan and Nepal.

Blue Dart offers the fastest, most reliable, door-to-door express

deliveries for your documents and packages to countries in the SAARC

region through Regional Priority. The service offers access to over

13,700 locations in India, and over 800 locations in Bangladesh, Bhutan and Nepal,

providing the widest coverage in the region through a quality network, an integrated air


and ground infrastructure dedicated to express transportation and innovative technology

support.

Regional Priority: Documents (RPDX)

The most dependable and secure delivery for non-dutiable, critical and important

shipments such as legal documents and tenders. The Blue Dart Envelope provides secure

and attractive packaging for your documents, brochures and reports up to 500gms.

Regional Priority: Non-Documents (RPDT)

Fast reliable and safe door deliveries for samples and non-commerical shipments.

Currently available between India and Nepal only.

Let see different type of regional services: -

DOMESTIC PRIORITY

The fastest, most reliable, door-to-door

delivery service within India and to Bangladesh,

Nepal and Bhutan for documents and small

shipments under 32kgs per package. The special benefits of this service are:


Delivery to over 13,700 locations in India

Free pick-up from your location

Real-time Tracking

Regulatory Clearances

Free Computerized Proof of Delivery

DART APEX

Dart Apex is a door-to-door delivery service within

India for shipments weighing 10kgs. And above. It is the fastest,

most efficient delivery solution for commercial shipments that

are time-bound and are required to undergo regulatory

clearances, or require special handling.

Dart Apex offers you an economical option of an Airport-to-Door service from

the major airports of Chennai, Bangalore, Mumbai, Delhi, Kolkata and Hyderabad to all

the Dart Apex locations serviced. A customer may book space for their shipments

through company’s Customer Service and deliver customer shipments to Blue Dart

Aviation Office at the related airport.

Dart Apex also offers a further economical option of a Door-to-Airport service. A

customer may book their shipments at any of company’s locations serviced for this

product to any of the major airports. Consignee would be required to collect the shipment

from the Blue Dart Aviation office at the concerned airport.

Dart Apex offers the following benefits:


Wide Market Reach

Single-window Clearance

Real-time Information

Time-Definite Delivery

Free Proof of Delivery on Demand

Speed

Flexibility

Economical

DART SURFACELINE

Dart Surfaceline is an economical, door-to-door, ground

distribution service within India for shipments weighing

10 kgs and above. It offers a cost-effective logistics option

for your less time-sensitive shipments, with the following value-added benefits:

Time-bound Delivery

Track your Shipment



Pick-up Convenience

Secure Shipments

Economical Tariff

SMART BOX

Smart Box is a convenient, economic, packaging unit

priced to include a door-to-door delivery service within

India. The units come in 2 sizes, 10kgs and 25 kgs, and are

designed to accommodate a variety of products. The special benefits of using Smart Box

are:

A wide market reach

Speedy Delivery

Free pick-up

Real-time Tracking


Proof of Delivery

Trouble Free Service


INTERNATIONAL SERVICE

International services of Blue dart are taken over DHL EXPRESS in 2002.

Blue Dart Express Limited, through its International Sales alliance with DHL, the

premier global brand name in express distribution services, offers DHL Document

Express (DOX), DHL Worldwide Package Express (WPX) and the Jumbo Box (Jumbo

Box - 25 kgs. and Jumbo Junior - 10 kgs.), a one-stop shipping process for reliable, time-

definite, door to door delivery of international documents and packages. The service

offers access to 220 countries and territories worldwide and the extensive, quality

network of Blue Dart and DHL.

The special benefits of the International Services are:

1) A Convenient Solution for Urgent, International Documents & Shipments.

2) Documents and packages will be picked-up from location, cleared through

customs and delivered to consignee.


3) Customs Clearance Expertise Specialists conversant

with customs formalities in India as well as in 228

countries worldwide, and pre-clearance for shipments

in transit available for most destinations, ensure

efficient delivery.

4) Real-time Tracking.

5) A Cost-effective Option.

6) Packaging.

http://www.bluedart.com/maintracking.html


DHL OFFERS:

1. Express Document (DOX):

DHL Express document is the fastest, trustworthy and most secure way to deliver non-

dutiable shipments such as banking and legal documents, reports, proposals, tenders, etc.

Features:

Priority financial industry services.

State of the art information systems.

Specialised fast handling facilities.

90% of international banks' first choice.

Door to door one company control.

World class packaging.

Benefits:

The best possible service to the company.

The leading edge for financial services.

Track status online door to door.

Highest level of control and security.

One point of contact and accountability.

Peace of mind.


2. Worldwide Package Express (WPX):

DHL Express Package is the fastest most secure

way to deliver a dutiable international shipment.

For commercial shipments like electrical goods

and components, garments, manufactured items &

non-commercial shipments.

Features:

Door to door service.

Simple documentation.

Packaging range.

Fastest for international expresss packages.

State of the art information systems.

Global customs clearance leader.

Global market leader for international express packages.

Benefits:

Fastest transit time.

Greater security and control.

Simplified and convenient process.

No hunting for packaging.

Detailed online tracking.

One company control.


Single Invoice.

Door to door peace of mind.

3. The Jumbo Box & Jumbo Junior Box:

DHL Jumbo Box and Jumbo Junior are the original market innovations for value

priced, flat fee international express. All the benefits of the Worldwide Package

Express plus. They offer low flat fees for shipments up to 10kg and 25kg and

convenient uniquely designed packaging to all destinations worldwide.

Features:

Unique easy to assemble boxes.

Step by step customs declarations.

Full DHL express door to door service.

Low flat fee for each kilo over flat fee limit.

Strong packaging and simple documentation.

Benefits:

Maximum convenience.

Low price.

Exporting documentation made easy.

Fastest transit time.

Door to door service.

Track status online door to door.

No hunting for packaging or paperwork.


Different types of international services : -

AIRPORT TO AIRPORT

The airport-to-airport service is an air freight

service available on the flights operated by Blue

Dart Aviation between the airports of Kolkata,

Delhi, Mumbai, Bangalore, Chennai and

Hyderabad. The advantages of an airport-to-airport service are:

Cooling-Period

All the Blue Dart Aviation warehouses are equipped with X-ray

machines, which eliminate the necessity of the mandatory 24 hour cooling-period

required for security reasons for all air freight transported within India.

Late Night Cut-off & Early Morning Deliveries

With Blue Dart Aviation's night operations, shipments

manufactured during the day can connect the night flights and be delivered at destination

the next morning.

Capacity


Blue Dart Aviation is the only cargo operator with scheduled

B737-200 freighter services within India and can offer a larger capacity than other

domestic airline.

CHARTERS

Blue Dart Aviation operates the only Boeing 737

freighters in India. The freighters have an 8-pallet

configuration, and operations are supported by an in-house

ground-handling and maintenance capability, as well as

bonded warehouses at all the on-line stations, and company-

owned cargo handling assets. With qualified, professionally-trained personnel, Blue Dart

Aviation is positioned to offer the most superior quality of service in the country today.

Charters are operated on an ad-hoc basis. Normally, charters have been used

where timely delivery of sensitive equipment or large loads is required. In the past, Blue

Dart Aviation has operated charters for carriage of TV Equipment for the Miss World

Contest, high-value TV and Broadcasting equipment for Cricket Matches around the

country, perishable Aquaculture, Computer peripherals and Electronics, Emergency

Equipment and large inventory for JIT plants.

INTERLINE

Blue Dart Aviation operates the only Boeing 737

freighters in India. The freighters have an 8-pallet

configuration, and operations are supported by an in-house

ground-handling and maintenance capability, as well as bonded warehouses at all the on-


line stations, and company-owned cargo handling assets. With qualified, professionally-

trained personnel, Blue Dart Aviation is positioned to offer the most superior quality of

service in the country today.

The bonded warehouses with customs personnel facilitate efficient transhipment

of cargo within India. This facility has enabled distribution of imports within the country

and has provided exports access to and from the gateways of international airlines. This

provides international airlines with a cost-effective option to restrict their on-line stations

within India, and enhance their marketing possibilities at off-line locations by utilizing

the distribution capabilities of Blue Dart Aviation.

Currently, Blue Dart has interline agreements signed with 23 international airlines

- Air Canada, Air France, Air India, Air Mauritius, Alitalia, Asiana, British Airways,

Cargolux, Cathay Pacific, China Airlines, Cross Air, Das Air, El Al Israel Airlines,

Emirates Sky Cargo, KLM Royal Dutch Airlines, Kuwait Airways, Polar Air, Saudi

Arabian Airlines, Singapore Airlines, Sri Lankan Airlines, Swiss Air, South African

Airways, and Qatar Airways.

VALUE ADDED SERVICES

Value added services on the rise. Blue Dart has started providing value-added

services like “logistics management, supply chain management and warehousing

facilities to its clients. Going forward demand for such services from corporates is likely

to grow at a fast clip. This is because by outsourcing such services to third party service

providers they would be able to cut down on costs and improve their efficiency levels.

For the courier companies such services would be part of the overall value proposition

they would be offering their clients apart from the normal pick up and delivery. Such

services have the potential for enhancing the margins of courier companies like Blue

Dart. We believe that Blue Dart is best equipped to capitalize on the growing

opportunities in the emerging areas of warehousing and supply chain management.


BLUE DART INITIATES CUSTOMER

SATISFACTION BENCHMARK

As a business entity customer have dispatched an important package that contains

some confidential business documents. Customers do not know the status of the

documents shipped. Customer’s end up making endless calls to the courier service office

asking them when the 'Proof of Delivery' (POD) will come their way since company need

to be assured that everything that was sent has reached the destination. Now, Blue Dart

Express Ltd promises to cure customer’s conventional woes.

Termed 'net service levels', the initiative is all internal benchmarking exercise by

which the organisation evolves an action plan to examine the areas where the customer

satisfaction levels have not matched up to the standards that have been established

internally by the enterprise. The company also evolves marketing strategics that can

enable its business to effectively retain customers.

Blue Dart Express Ltd senior vice-president (marketing & projects) Tulsi

Mirchandaney says that- "The express service Industry does not have any external

benchmark to look up to. Company’s therefore, decided to look into some of the


operations that successfully institutionalised internally, and use those as benchmark to

efficiently address various customer needs."

This implies that every day professionals from Blue Dart will monitor the exact

status of various shipments of its clients, specially air cargo services which is one of the

core offerings where the company generates substantial business volumes. In this

business, the company may encounter imperatives like flight delays to bad weather

conditions or some other peculiar circumstances which may lead to considerable worry

and anxiety for the target customers. This is more so because the delivery of these

shipments would be crucial to effectively run their own independent end-businesses. The

team within the company, in such instances will track the specific geographical areas

where the problem persists through Internal technology tool and other aligned systems

that have been initiated by the enterprise. The company will also personally interact with

customers and explain to them the exact reasons for the delay along with the time when

the cargo will be delivered.

Further, the moment the company discovers that there are certain areas where

customer service delivery is not in sync with the standards that have been set by the

organisation, the entire team gets down to analysing the problem. This is done to

determine where exactly the company needs to gear up further.

Projec on Bluedart

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