Service Operations Assignment

Priyanka Agarwal
Richa Shukla
Saubhagyini Singh
 Contents
• About DTDC

• Target Market

• Service Concept

• Service Delivery System

• Service Blueprint

• HOQ

• Conclusion
About DTDC

DTDC Courier & Cargo Ltd. is one of the leading Express distribution company in India covering both
domestic and international services. Incorporated in the year 1990, DTDC is in its 20th year of operations
In India. It has a large delivery network covering close to 10,000 pin codes giving its customers the best
reach in the country. Its efficient international network spans over 240 global destinations supported by its
own offices in US, UK and UAE and associate offices in all the important global destinations.

Head quartered in Bangalore DTDC has its zonal offices in Bangalore, Mumbai, Delhi and Kolkata
supported by 300 plus own offices and over 4000 channel partner offices spread across the country
delivering over 100 million shipments every year. Company has the state of art IT infrastructure to
support their operations and has built many customized applications for its corporate clients.
The customer profile cuts across the industry verticals covering banking, insurance, telecom,
manufacturing and IT.

The company provides excellent solutions for E commerce business and has the capability of seamless
integration of applications with the customer providing efficient transaction and database management..
DTDC has strategic equity participation by ADAG group. DTDC plans to consolidate its growth and its
vision is to interface with customers more often in their value chain by offering a wide range of products
and services.
Target Market

DTDC offers a wide variety of services and aims to cater to its target market which is diverse

• Banks
• Financial Institutions
• Law firms
• Government Agencies
• Hospitals and Medical Labs
• Manufacturing
• Supply Services
• Insurance Firms
• Telecom Sector
• Students
• Professionals
• Airline Passengers
• e-Commerce Business
• Educational institutions
Service Concept

The Service Concept of DTDC is guided by the customers’ preferences regarding the services it
provides.

Prompt delivery
Quality delivery
Consistency
Accessibility
Tracking of package(s)
Value for money
 
DTDC strives to ensure that the parcels sent via its premium service reach the receiver on a
time- bound schedule and in mint condition. For this, the service provides online and SMS
tracking and specialized packaging based on the nature of the article being dispatched.
DTDC has been reliable in its delivery with a low rate of delay or damage in articles it
handles. DTDC has introduced NFS or Newsflash service exclusively for franchisees,
Regional offices and employees. This is a unique feature where the delay in any
consignment and the reason for the delay or non delivery can be mentioned. This aids in
tracking and grievance redressal. The value added services DTDC provides are useful and
user friendly thus, making them value for money service providers.
In addition, DTDC also looks at customizing its products for its target market. For the
courier sender, DTDC has been instrumental in providing location & pin code finder
through their online database so that delivery is prompt and error-free. It has also facilities
for local for intra-city couriers which promises to deliver professional service at a friendly
price. Plus, it has introduced novel services such as the Student Academy Express – a cost
friendly service aimed at the college students. Also, the company has come up with a
solution for travellers with excess baggage by providing services at a cheap price for
luggage transport.
 
Service Delivery System
At DTDC, unwavering commitment is to provide the customers with the best delivery solutions
throughout the world. It relentlessly pursue providing the most environmentally friendly,
responsive, customer oriented, point-to-point delivery service. DTDC performs thousands
of deliveries flawlessly on a daily basis. DTDC is committed to remaining at the forefront of
the latest same-day delivery technology. Its goal is to provide such superior service, that its
customers rave about its service each time they use it.
Role Played
Customer: Submission of the package by calling DTDC employee at home or going to the
DTDC office to give it for delivery.
Employee: Taking the package from the customer, tracking the package, transferring it to the
respective location centre and then delivering to the receiver’s address.
 
Facilities
Reliable performance and quality, in addition to the highest level of professional customer
support, the best communications and information management technology available,
including the new on-line ordering, tracking and reporting tool. The peace of mind in
knowing that customer is doing business with an established, well-managed company with
over 20 years of success to its credit.
At DTDC, they connect a large percentage of packages through the airways, railways and
roadways. They work with the country’s leading airlines; Indian Airlines authorized On-
Board-Couriers, Short distances and bulk loads at DTDC are best handled via surface cargo
services that deliver door-to-door products through rail or road. Fine tuned and well-
connected networks of on-board associates ensure great service and timely deliveries every
time.
Equipments and Technology
Company has the state of art IT infrastructure to support their operations and has built many
customized applications for its corporate clients. DTDC has deployed state of the art
Technology backed by efficient operations infrastructure to provide efficient services to all
its customers. The High End IT capabilities deployed ensure tracking each consignment at
every touch point right from booking till delivery. The data is available on the web for
customers update.
DTDC makes extensive use of bar code scanners and electronic weighing machines across our
entire network to ensure accuracy and integrity of transactions, which ensures safe and
efficient transhipment of parcels and documents.
DTDC uses heterogeneous modes to link to our central database - leased lines, Digital Subscriber
Lines (DSL), Cable and dial up lines.
DTDC Headquarters at Bangalore

DTDC Website – providing online access

It has few Servers and many desktops running diverse applications. At our
Corporate Data Centre at Bangalore, multiple Xeon processor based IBM
Servers, ASIC based Firewalls and Enterprise Class Gateway anti-virus
solutions are deployed and efficient and strong email network across the
country for a better and fast communication.(can handle close to 400
million transactions in its IT systems)
The DTDC team of 13000 Courier Service agents is skilled, professional
and ready for speedy delivery service.
Layout
Headquartered at Bangalore, with 4 of its Zonal Offices at Delhi, Kolkata,
Chennai & Mumbai, DTDC currently serves around 10,000 pin code
areas and has over 4,000 Franchised outlets, supported by 176 offices,
which includes its Branch offices, Regional offices, Area offices, Hubs
and Sub-offices. DTDC has extended its service network to the overseas
market and provides services to worldwide destinations using its own
branches and international associates at prime gateways like USA, UK,
Singapore, UAE, Nepal, Bhutan, Bangladesh, Sri Lanka & Hong Kong.
It has 3700 locations in India and 240 locations abroad.
Process that generate service outcome
The DTDC’s Courier Service agents take over mail at their respective office
location or from customer’s home or from customer’s office, transfer it
directly and hand it over at the destination address. The Courier Service
agent who distributes packages must have the possibility, at any time, to
act by order of the sender. To transfer the mail one or more kinds of
transport is used, and Courier Service agent can carry out the transport of
consignments by his own or leased vehicles, as well as by the public
transportation.
To keep the track of the mail Courier Service agent ensures tracking of each
consignment at every touch point right from booking till delivery. The
data is available on the web for customers update. Courier Service agent
has to hear customer grievances and also works for service recovery in
case of failure.
Conclusion

DTDC provides professional service and its service concept caters to the needs of its target market.
It constantly seeks to improve its existent products and based on the requirements of its customers
and the business environment, it introduces new products such as ‘Student Academy Express’ and
‘International Gift Courier’. It has also incorporated e-commerce and use of e-mail for the convenience
of its customers.

However, it can improve in the areas of grievance redressing and in the area of providing cost effective
benefits for the products and services. It should also look at increasing accessibility to remote areas and
foreign locations.