The document presents a study on the service operations of DTDC Ltd, detailing its history, with founded in 1990 and becoming a public limited company in 1994. DTDC has a vast operational network in India and internationally, handling over 12 million shipments monthly and employing a workforce of 35,000. The document also highlights its vision to be India's preferred express parcel service and lists numerous awards recognizing its excellence in service and brand trust.

1. Study on Service
Operations of
DTDC Ltd
Presented by:-
• Manish Kumar
• Aman
• Kavery Sharma
• Abhilash Gupta
• Ashish Kumar Verma

2. Introduction
• 1990: Inception of DTDC by Mr. Subhasish
Chakraborty, Founder and CMD, Incorporated
as private Limited Company.
• 1994: Converted as Public Limited Company.
• DTDC has 7 zonal offices, 20 strategically
located Regional offices and over 430
operating facilities spread across India.
• More than 10,500 franchisees and extends
services to over 10,500 Pin codes.
• Handling more than 12 million shipments
every month.
• DTDC has 240 international location including
USA, UK, Canada, UAE, Hong Kong, Australia,
China and all Asian countries.
• 35,000 total work force.

3. Vision and Mission
Vision –
To be India’s Preferred Express Parcel
Service Provider with a Special
consumer focus.
Mission –
DTDC dream to be a Rs. 5000 Crore
valued enterprise by 2020

4. Awards
• DTDC has been recognized as the ‘BEST COMPANY TO WORK FOR’ – 2018
• DTDC Express Limited was awarded National Award for Exemplary Position
under Express/Courier category at CII Scale Awards 2016.
• DTDC Express limited has been ranked as the Most Attractive Brand in India’s
Most Attractive Brand 2016 by TRA Research.
• DTDC has been awarded the Best Franchisor Award for the 10th time in a row
by Franchisee India.
• DTDC was ranked as India's Most Trusted Courier Service Brand for the third
time in a row
• DTDC has been awarded with the prestigious Most Admired Brand Award in
Asia at The Asian Brand Conclave for 2014-15.
• DTDC won the Best Franchisor Award in the country under the category Courier
& Cargo for 9th time in 2014 by Franchising World.
• DTDC was awarded the Supply Chain and Logistics Excellence (SCALE) Awards
• DTDC won the coveted title of Most Innovative Mid-sized Top 100
Companies by Inc. India for the second consecutive time in 2015.

5. Partners

6. Service blue print
Creating package
for delivery
Calling or going to
DTDC Office for
submission of the
package
Receive Receipt
containing
tracking no.
Payment for
delivery
Different DTDC
offices in the
Locality
DTDC website
Receiving the
package
Making of receipt
and assigning
tracking number
Weighting and
estimating the
cost of delivery
Transferring the
package to the
centre office
Delivery to the
respective address
Carrying the package from
centres to different
locations and from there to
respective addresses
Updating track
record on the site
Carrying the package from
centres to different locations
and from there to respective
addresses
Onstage visible
contact employee
action
Backstage
invisible contact
employee action
Support process
LINE OF INTERNAL INTERACTION

7. Creating package
for delivery
Calling or going to DTDC
Office for submission of the
package
Receive Receipt
containing
tracking no.
Payment for
delivery
Different DTDC offices in the
Locality
DTDC website
Receiving the package
Making of receipt and
assigning tracking
number
Weighting and
estimating the cost of
delivery
Transferring the package to
the centre office
Delivery to the respective
address
Carrying the package from
centres to different
locations and from there to
respective addresses
Updating track
record on the site
Carrying the package from centres to
different locations and from there to
respective addresses
Physical Evidence
Customer Actions
Onstage visible
contact employee
action
Backstage
invisible contact
employee action
Support process
SERVICE BLUEPRINT
LINE OF
INTERNAL
INTERACTION
LINE OF INTERACTION
LINE OF VISIBILITY

8. Service Process

9. Potential Failures
Environmental Disturbances.
Transportation of Consignment.
Loading and Unloading Cycle
Preference.
Material Damage Source.
Franchises
Branch
Apex
Corporate Office
Human Errors.
Miscellaneous.

10. Solutions to
makes the
Service
Delivery
System more
robust
FTP (File Transfer
Protocol) technology
through CSV files.
Upgradation of
Messaging Service
Avoiding Bugs in the
website
Avoiding shipping delays
Usage of standard
labelling materials
Upgradation of new
transport vehicles which
safe guard the Packaging

11. Performance Parameters
• Reliability
• Location
• Safety
• Security
• Premium Express Service
• -DTDC plus
• - Prime Time Plus
• - Premium Express Cargo
• Technological development
• Packaging Solutions

12. Suggestion to the company