Describes 2 companies.

1. Services markrting-CIA-2
on LOGISTICS.

2. DTDC
(Desk to Desk Courier And Cargo)

3. 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

4. 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).

5. 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.

6. Roadways : 65,569 kms.
of Highways
Railways : 63,940 kms.
Airways :30 major
Airports
Waterways : 12
major ports & other
minor
intermediate
ports
Transportation medium

7. 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

8. 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 .

9. PARTNERS
Statutory Auditors Internal Auditors
HR Consultant IT Development Partner

10. Network Partner Database Partner
ERP Partner IT Infrastructure Partner

11. 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

12.  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.

13. 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:

14. 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.

15. Complaint Form

17. Gaps of DTDC
The 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.

18. Marketing
Mix Of DTDC

19. PRODUCT

20. Weight slab City
Plus
Regional
Plus
Zonal
Plus/blue/green
Metro
Plus/blue
Metro
Plus/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

21. Calculation:
For Air Express & Air Cargo:
Length x Breadth x Height (in cms)
6000
For 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.

22. Place

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

24. 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.

25. People
DTDC with 13,000 individuals as its strength,
delivers at over 10,000 zip (pin code) areas,
handling 10 million consignments every month.
DTDC serves over 240 international destinations.
Employees –
1: Office Manager
2: Field Manager
3: Delivery staffs

26. Physical evidence:

27. 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.

28. STP
Segmentation: 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.

29. SWOT Analysis of DTDC

30. 5

31. DHL
(Dalsey Hillblom Lynn)

32. DHL
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.
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.

33. 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.

34. Tagline

35. DHL-Company Overview.

36. Technology Of DHL
The 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.

37. Modern vehicles were used for
transportation.

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

39. Price

40. Place

41. Promotion
People
 All management professionals ,manufacturing sector business
mainly uses logistics of DHL for the transportation of goods and
some student interns.

42. Process

43. Physical evidence:

44. Services Marketing Triangle

45. SWOT analysis of DHL

46. Service Blueprint of DHL

47. Tracking

48. Complaints Forms

49. New service Development
The 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.

50. Customised Solutions