2. About Blue Dart Express Ltd.
Incorporated in 1983 by Khushroo Dubash, Clyde Cooper, and Tushar Jani
with a capital base of rupees 30000.
BLUE DART is South Asia's leading integrated air express carrier they have
six freighters( Boeing 757)
Network covering over 34267 locations and service more than 220
countries out of 249 in the world.
Its sales alliance is DHL, the premier global brand name in express
distribution services it owned 81.03% stake priorly but DHL reduced it to
75% stake since 23rd November 2012.
Sales turnover of Blue Dart increased by 334Cr Rs in one year from 1934Cr
to 2268Cr in March 2015.
Current share price of Blue Dart Express is 5967.05 INR on 1/7/2016
3. About Blue Dart Express Ltd.(Contd.)
Given below are some renowned awards allotted to Blue Dart Express Ltd.-
Official networking links of Blue Dart Express Ltd. –
http://www.bluedart.com/
https://www.youtube.com/c/bluedartofficialchannel
https://plus.google.com/+Bluedartofficialchannel/videos
https://twitter.com/BlueDartTweets
https://www.facebook.com/bluedart.official/
6. Objectives of the Project
Authenticity of code allocation by delivery boys and Supervisors of Credit Card
division.
Tele calling checking of each delivery boys of Credit Card segment.
To know exact reasons of Return To Origin(RTO) of credit cards.
Finding ways to minimize RTO of credit cards.
7. List of Delivered and Non Delivered Codes
000 – Delivered successfully
003 - Residence/ Office Close
008 - Address unlocatable
009 - Address Incomplete
010 - Address Incorrect
011 - Consignee refused to accept
012 - No such consignee in given address
013 - Consignee not available
014 - Consignee shifted from the address
020 - Consignee out of station
139 - Call not picked, Switch off, Invalid number
9. Data Analysis(Contd.)
I took 160 employees of Blue Dart,Credit Card division of total 32 service
centers(Each location and date of visiting given on next slide) which I
visited, as sample size for analysis through simple random sampling.
Where total load of cards is 4632 out of which 3260 Cards were
delivered and remaining 1372 are shown with their belonging codes of
undelivered.
• Graph indicates maximum undelivered codes(286) are 003 which are usually
delivered on next day by taking appointments as I found during visits.
• Second reason is code 139( 276) that hits RTO of Blue Dart, as credit card’s
recipient confirmation mostly depends on contact details.
• Third reason is shifted cases I.E. Code 014(265) that is due to not updated bank
database of customers.
10. Service centers visited date wise
Service Centre
GIP
GBD
NDI
NGN
NDO
CTY
DLF
DCC
UDV
GSR
JNK
Date
25TH April
26th April
27TH April
2ND May
3RD May
4TH May
5TH May
6TH May
7TH May
9TH May
10TH May
11. Service centers visited date wise
Service Centre
SJE
SET
VVH
DWK
DCT
KSP
OKH
MOC
DNP
WZR
ROI
Date
11TH May
12th May
13TH May
16TH May
17TH May
19TH May
20TH May
21ST May
23RD May
24TH May
25TH May
12. Service centers visited date wise
Service Centre
PSV
RMR
RAJ
CP
ABC
ANT
JIA
EDL
KRR
MVH
Date
26TH May
27th May
28TH May
7TH June
7TH June
7TH June
8TH June
8th June
8th June
9th June
13. Summary
Common issue in almost all the service centers is without contact details cards of ICICI
and BOB card. (UDV-53 cases out of 737 CC load status, WZR- 33 cases ICICI- 30 cases
BOB out of 523 CC load status, ROI – 28cases ICICI- 16cases BOB out of 540 CC load
status , RAJ – ICICI- 36cases out of 419 CC load status)
As the databases of these banks are not updated of their customer’s new residence
and mobile numbers.
Banks keep re dispatching the packages without changing details that use to hit RTO
of Blue Dart. (UDV-5 cases out of 640, WZR-8 cases out of 278)
14. Summary(Contd.)
Corporate base service centers such as CTY(56 cases out of 408 cards), DCC(69cases
out of 526 cards), DLF(63 cases out of 355) are influenced by code 139 where
consignee is not allowed to attend calls during working hours.
IVR calling is not having option to call on alternative address contact details.
Shifted companies causes RTO in various locations such as MOC (Aptara, Snap Deal,
Exevo , Reliance Capital) Code 014 – 37 cases out of 593 cards, UDV where banks
have not yet updated their database of companies’ new address and they keep
sending bulk credit cards on prior addresses Code 014 – 16 cases.
Early Morning and Late Evening delivery facilities are playing crucial rule to minimize
RTO by delivering according to the appointment of consignee.
15. Recommendation
ICICI and BOB Card’s contact details and old addresses shall be updated by banks.
Daily report shall be generated by supervisor on tele calling of their service centers and it
shall be audited frequently to check whether delivery boys and supervisor is attempting
their best to make the package delivered, we can also add a cell of ‘Tele Calling
Affirmative/Negative Percentage’ in daily report.
IVR facility should be able to make call on alternative contact details too if primary contact
number connection fails.
Shifted company’s data shall be updated by bank and Blue Dart may let them aware about
it.
16. Special Thanks To –
Mr. Rajiv Nangia
Mr. Sanjeet Walia
Mr. Ashirvad k.
Mr. Shahbaj Ali
for recruitment, precious guidance, evaluation and support to conduct this
study and helping me to know the challenges in Operations field , ways to rectify it and solve
them by taking most accurate steps.