INTRODUCTION

1.1 GROWTH IN LOGISTICS- AN OVERVIEW

Logistics call for an understanding of the totak supply chain, the elements of
which include inventories, packing, forwarding, freigh, storage and handling.
Logistics is responsible for all the movemtn that takes place within the
organisation whwther it is inbound logistics of incoming, raw materials or
movemtn within the company or the physical distribution of finished goods,
logistics encompasses all of these.
Tupicsl logistics framewors mainly consists of Physical Supply, Internal
Operations and Physical Distribution of Goods and Services. To put it more
simply, the material supply logistics starts from the base level of generation of the
demend, through the process of purchase and supply of materials from the
vendor right through to final accecptance and payments to supplier and issue
to indenter and has to be considered as a one whole activity with each stage
having an impact on price/cost of material supply.
Logistics is, in itself, a system; it is a network of related activities with the
purpose of managing the oderly flow of material and personnel within the logistics
chain.
DEFINITION
The simplest way to describe the logistics is to say that it is all about ways
and; meeting the demand for materials i.e. satisfying the customer with what he
wants, where he wants etc.
The most wide spread definition from Council of Logistic Management says
Logistics is the part of the supply chain process and plans, implements and the
efficient, effective flow and storage of goods, services and related :ion from point
of origin to the point of consumption in order to meet srs requirements.
The study of logistics is especially important for bulk raw materials, where
substantial outflow of freight is involved. Management of Logistics is an art which
is extremely difficult to perfect in India, JIT ends up being SHIT somehow in
time.
The study of logistics is important to establish a lean supply chain would
give an advantage of quick product change over, capability, excellent short and
long term forecast visibility and JIT facility.
MODES OF TRANSPORTATION IN LOGISTICS
In order to transport material from one place to another place to another
Logistics Managers are using Ril, Road, Air, & Pipe Line as the modes of
transportation. A logistics expert need to understand these modes based on
priorities, product type, lead time etc to decide the approximate mode of
transportation.
Rail: Used for delivery of a wide range of goods including coal, iron ore, cement,
food grains, fertilizers, steel, petroleum products and other heavy goods.
Road: Used by suppliers to deliver goods in a cost effective manner and best
suited for short distances. Many transport companies have expertise for fast
delivery, packaging etc for making scheduled delivery.
Air: used commonly for delivery of high value and low volume goods from
distant suppliers, usually not connected by any other mode of Transportation, it is
also suitable for emergent item to be imported for some specific requirement.
Water: used by firms for delivery of goods from distant suppliers, mostly
conducted in containers of varied size. This mode is idea! for transportation of
heavy and bulky goods and suitable for products with long lead times.
Pipe Line: Used by oil sector companies for mass movement of Petroleum
products including gases. Due to quite low operation cost it is one of the preferred
modes of transportation.
THIRD PARTY LOGISTICS
Third Party Logistics (3PL) provider handles all or most of freight of the
organizations including the management of information by the third party, freeing
the company from day to day interaction with carriers, and having to oversee
hundreds or thousands of shipment. New and cheaper information flow resulting
from internet enabled solutions, will not only achieving immediate cost reductions
in operations but also to enormous productivity gains over the next few years.
The tracking and control of movement of goods drive freight optimization
and asset utilization. The options are increased trailer utilization, combining full
truckload shipments, consolidation, and aggregation of small buyers. Purchase
asset based transportation is becoming increasingly a commodity.
To put simply, 3PL refers to the outsourcing of a logistics function, it could
be the use of a transportation carrier, a warehouse, or a third party freight manager
to perform all or part of a companys production distribution function.
The principle reasons of for this function are as under:
Globalization of sourcing, manufacturing and distribution leading to an
increase in the complexity of material movement.
Competition that has forced companies towards more responsiveness and a
reduction in inventories. An increased need for small but frequent shipments
with 100 percent reliability, requiring core competence in logistics
management.
Resource constraints that require companies to concentrate only on their
core manufacturing or new product development activities.
FOURTH PARTY LOGISTICS:
Fourth Party Logistics (4PL) provider is a supply chain integrator that
assembles and manages the resources, capabilities and technology of its own
organization with those of complementary service provider to deliver a
comprehensive supple chain solution.
4PL is emerging as a path to achieve more than the one time operating cost
reductions and asset transfer of a traditional outsourcing arrangement. Through
alliances between best-of-breed third party service providers, technology
providers and management consultants.
4PL can be described as the complete outsourcing of the logistics function
including procurement of the service providers. 4PL companies are suppliers
which have the expertise to manage resources, value delivery process and
technology for their clients in order to allow their clients to totally outsource
their logistics activity. The 4PLs do not compete with 3PLs as they have
superior expertise in their respective fields by virtue of their investment and
specialization.
4PL providers do not own assets for transportation or warehousing, but
rather leverage the solutions created by 3PL providers, in order to identify and
provide best in class services to their clients. There are many variations of the
4PL model that are practiced.
Three different models are summarized as under;
1. Lead logistics provider: The 4PL provider acts as an in house freight
management company, it might or might not have a role in the selection
of 3PL partners. It takes care of transport invoicing and the monitoring of
the perfornmane of the 3PLs
2. Solution Integrator: In this variant of the model, the 4PL acts as the
integrator of various 3PLs and as a single window for freight
negotiations, 3P1 selection and freight management on behalf of its
client.
3. Industry Innovator: Under this modle the 4PL uses its expertise and
resources to create a solution not for any single client, but for offering
4PL services to a number of clients in an industry.
The services provided by a 4PL provider are:
Freight Negotiations with 3PLs
Freight Contract Management
Continuous Improvement Programs
Management of Service Providers
IT solutions
Risk management and insurance
Cash-flow Management



RESERVE LOGISTICS
Increasingly, as a strategy, to compete on services, companies offer repair
replacement services for their products under the warranty periods. The products
are often shipped across international borders to common repair 3 be refurbished
and returned to the originating station.
Logistics service providers who offer these services have to tackle issues
pertaining payment on refurbished products, customs documentation and the
establishment of collection points for repair for the customers.
ESTIMATE
As per the World Banks estimate, a unit in GNP in India generates increase
of 1.5 times in freight transport demand. The rapid economic growth on set of the
lliberalization in the last decade has substantially increased the potentiality of
transportation in India. To cope with the expected rise in demand, investments
have been made in last few years. Opening up of Indian economy has opened the
doors for private sector participation; however, the response level is not on par
with the expectations.
Estimated increase in the output of the basic industries is like to create
substantial demend for bulk transportation. With the expected annual growth of
Indian economy likely to cross 10 percent mark in near future, transportation
demand is also likely to rise substantially and estimated to become double in next
ten years.
A reduction in logistics costs by one percentatge point will mean a saving of
$4.8 billion or Rs. 21,600 crores annually.
The Indian logistics industry has now transformed from conventional
transportation to integrated logistics solutions. The scope for outsourced logistics
in India is growing at a tremendous rate as companies are realizing that
outsourcing logistics has become cost effective for them. The logistics of a
company is greatly influencing the profitability and the customer satisfaction. The
logistics related expenditure in India stands at 12-15% of GDP, which is much less
than the developed countries. But the trend is emerging and it leads to grow in the
country. The size of the organized segment accounts for Rs.50000 crores, the
industry is fragmented and is growing at a rate of 12-15% and is estimated across
20% in the next 5 years due to the rapid growth of e-commerce and the Internet in
India.
India being touted as Destination Future for the logistics service providers
all over the world. Indian players are also gearing up and positioning themselves
differently by providing a wide spectrum of logistics services. Whilst unlocking
the hidden value of logistics is a major challenge, the true potential and the
opportunities that exist need to be fully assessed.
TRENDS IN PORT TRAFFIC
The long coastline of India is dotted with 11 major ports that are managed
by the Port Trust of India under Central Governement jurisdictiona and 139 minor
ports under the jurisdictions of the State Governemtns. The ports are located at
Culcutta/Haldia, Mumbai, Jawaharlal Nehru Port at Nhava Sheva, Madras, Cochin,
Vishakhapatanam, Kandla, Mormugao, Paradip, New Mangalore and Tuticorin.
The mojor ports handle 90% of the all-india port through put, and thus bear the
burnt of sea borne trade. During 1996-97, the total cargo handled at major ports
was 227.13 million tones, registering a growth of 5.6% over 1995-96. Dry and
liquid bulk make up about 80% of the port traffic in colume with general cargo,
including the containerized cargo, constituting the remaining traffic.
The predominant commodities handled at these ports are POL (42%), Iron
ore (18%), Coal (15%), Containers (8%), Fertilizers (5%), others (12%). Major
increases in traffic were observed in respect of food grains (26.7%), other liquids
(33.3%) and containerized cargo (19.1%). The composition of traffic has
undergone significant changes in recent years. Berths in India, very often, are
occupied 100% leaving no time for maintenance.
PROBLEMS FACED
Logistics continue to attract a low client spend in India. The industry also
suffers from inadequate infrastructure, complex tax laws and insufficient
technological aids. This is partly due to the fragmented nature of the domestic
industry. A number of players offer only one or two services out of the gamut of
products comprising transportation, warehousing, freight, forwarding, express
cargo, delivery, courier services, container services, shipping services etc.
FUTURE
The challenge for logistics provides will! Be to add value via improved
collaboration and visibility within the whole supply chain. An efficient Supply
Chain enables buyers, manufacturers and service providers to collaborate on
product forecasts and product flow. The implementation of e-procurement
platforms as well as replenishments systems is expected to grow in the near future.
Logistics service providers are using e-commerce due to cut costs and move
goods and services both smarter and faster in a real time environment. Electronic
Data Interchange (EDI) has been widely used in all sectors since many years.
Internet base EDI is starting to be adopted o SMESs. Linked to it are the electronic
funds transfers and wireless applications, which are essential in applications such
as tracking systems.
The trends of visibility and collaboration through the whole supply chain,
the supplementation of e-procurement platforms as well as replenishments systems
are expected to grow in the near future.
Since it is not practical to exchange substantial product flow and other
demend driven data between various players via EDI technologies, Internet is
extremely well suited for this type of application it is anticipated that internet based
collaborative tools and standardized protocols will continue to accelerate in the
future. Their adoption by Indian logistics service providers is essential to gain a
competitive edge.
1.2 INDUSTRY PROFILE
FREIGHT FORWARDER
The service of a freight forwarder is often needed in the export process. This
person advises clients in the logistics of how to transport goods to or from any area
in the world. Freight forwarders are familiar with the import laws of foreign
countries and make sure that the exports shipment of goods compiles with those
foreign laws and that all paperwork is certified by the proper authorities. A freight
forwarder will locate the best or mose inexpensive vessel to transport the exportes
shipment of goods and to make certain that these goods get from the exporters to
their destination. In addition, the professional forwarder is aware of the constantly
changing regulations which affect cargo movements, such as foreign
documentation requirements, hazardous materials rules, special packaging or
handling restrictions, and any applicable licensing provisions.

TYPES OF FREIGHT FORWARDERS
Ocean freight forwarders which are licencsed by th Federal Maritime
Commission (FMC).
International air cargo agents which are accredited by the International Air
Transportation Association (IATA).
The manner in which goods are transported (air freight or ocean shipping)
depends upon the type, weight and size of the cargo, required speed of delivery,
destination, and cost. Goods that are being shipped overseas must be properly
3ed and marketed. In deciding what packing method is a best, exporter must
consider the tyope, weight, destination, and the mode of shipment of goods as
well as the 3ed protection against breakage, moisture abd theft. The freight
forwarder will e invaluable advice as to the best way goods can be transported
overseas.
international or multinational import and export. While the freight
forewarder doesnt actually move )he freight itself, it acts as an intermediary
between the client and various transportation services. Sending products from
one international destination to another can involve a multitude of carrires,
requirements and legalities. A freight forwarding service handles the
considerable logistics of theis task for the client, receiving what would
otherwise be a formidable burden.
Freight forwarding services guarantee that products will get to the proper
destination by an agreed upon date, and in good condition. The freight
forwarding service utilizes established relationships with carriers of all kinds,
from air freighters and trecking companies, to rail freighters abd ocean liners.
Freight forwarding services negotiate the best possible price to move the
product along the most economical route by working out various bids and
choosing the one that best balances speed, cost and reliablilty.
A freight forwardnin service generally provides one or more estimates to the
client along with advisement, when necessary. Considerations that effect price
will range from origin and destination to special requirements, such as
refrigeration or, for example, transport of potentially hazardous materials.
Assuming the client accepts the forwaders bid, the freight is readied for
shipping. The freight forwarding service then undertakes the responsibility of
arranging the transport from point of origin to destination.
One of the many advantages of using freight forwarding is that it handles
ancillary services that are a part of the international shipping business.
Insurance and customs documentation and clearance are some examples. As a
consolidator, a freight forwarding service might also provide Non-Vessel
Operating Common Carrier (NVOCC) documentation, or bills of lading,
Warehousing, risk assessment and management, and methods of international
payment are also commonly provided to the client by the freight forwarding
service.
A good freight forwarding service can save the client untold time and
potential headaches while providing reliable transportation of products at
competitive rates. A freight forwarding service is an asset to almost any
company dealing in international transportation of goods, and is especially
helpful when in-house resources are not versed in international shipping
procedures.


CUSTOMER SATISFACTION
Another trend that is having an impact upon the logistics supply chain is the
customer service/ customer satisfaction emphasis of most companies. It has
long been recognized, that measures of service levels are important in
ecaluating the performance. Some traditional measures have been length of
order delivery cycle; order shipment times, percentage of order shipped
completely and so on. Now the focus is more on the customer, woth measures
of service and being aimed in that direction, for example the very best
companies utilize such measures as percentage of orders delivered on time,
percentage of service received complete(without any loss or damage),
percentage of orders billed accurately and so on. On result of this customer
service focus is that transportation services receive more attention and
transportation companies are frequently viewed as partners providing higher
levels of customer service. This has frequently necessitated sharing of data
between shippers and carriers.

1.3NEED OF THE STUDY
The logistics industry as such is heavily competitive in nature with all players
trying various strategies to gain a hold of the market. In this scenario, the company
wants to gain knowledge of their customer satisfaction level and the problems
existing which would enable the company to acquire new markets.
Retaining customers is very important for companies in a service-oriented
industry. This survey was also conducted to know where Freightlinks International
India Pvt. Ltd services stand in the minds of the Clients, so as to take adequate
steps, if necessary, to become the first choice for the exporters and importers.
1.4 SCOPE OF THE STUDY
The retiainin based survey will help in increasing the service levels of
Freightlinks International India Pvt. Ltd, among their clients and will help them to
know what the clients are expecting from then. It will also help the organization o
know about the additional services that need to be done, which on completion, will
result in the better service offered. This will resukt in improved productivity, cost
reduction and increased revenue for Freightlinks International India Pvt. Ltd
The study will also give the level of satisfaction of active Cochin clients in the
areas of Communication, Rates, etc., which will help the organisation to know
what is their existing service level and take actions, if necessary, to improve the
service levels. The scope of the study is limited to clients of Cochin.
1.5OBJECTIVES
Learning the Working of Logistics Service Provider.
To find the satisfaction levels of Cochin clients regarding the services
provided by Freightlinks International India Pvt. Ltd service provider.
Identify the problmes faced by the customers and their future
expectations.
1.6 LIMITATIONS
It is at the discretion of the respondent to givve the right feedback.
The exporters were very busy and getting an appointment from them was
very difficult.
Most of theexporterds were located in varied places outside the survey
area and adding to this long distance of travel, made the researcher to
deviate from the planned schedule.
1.7 RESEARCH METHODOLOGY
RESEARCH DESIGN
Descriptive research design and analytical research method is used for the study.
POPULATION
The exporters/Importers, who are Direct Customers of Freightlinks International
India Pvt. Ltd., constitute the population.
SAMPLE SIZE
A sample of 24 Clients was taken based on the clients they serve.
SAMPLING METOHD
The survey employeed non-probability convenience sampling method
SURVEY AREA
The survey was conducted in Cochin City.



TOOLS FOR DATA COLECTING
PRIMARY DATA
The primary data was collected using an interview schedule with the aid of
structred questionnaire prepared with respect to the objective of the study. The
questionnaire had both opne ended and close questions.
SECONDARY DATA
Secondary data regarding the industry, company and products were obtained
from the internet.
Company publications.
Books.
ANALYTICAL TOOLS USED FOR ANALYSIS
Percentage Analysis.
Cross Tabulation.
Non Parametric Freidman Test.
1.8 CHAPTER SCHEME
The researcher details the study on customer satisfaction of Freightlinks
International India Pvt. Ltd., under five distinct chapters.
The first chapter briefs about logistics and also about the need, scope, objective,
research methodology adopted and the limitation of the study.
The second chapter talks about the organisational profile, it explains the various
services rovided by the company.
The third chapter deals with the analysis and interpretation of data. Various
charts and tables have been attached for easy and better understanding.
The fourth chapter deals with the findings, suggestions and conclusion of the
study.










2. COMPANY PROFILE
FREIGHTLINKS INTERNATIONAL INDIA PVT LIMITED
2.1 INTRODUCTION
The modern day International Trarnsportation poses the importer and the exporter
a very wide range of challenges and extremes founnd in few other industries.
Finding a cost effective solution to such a challenge is the objective of Freightlinks
International India Pvt. Ltd.,.
Whatever the logistics needs of your company, they have just the right kind of
solution for you. They make ends meet by offering solutions in a wide spectrum of
area comprising forwarding, customes broking, project shipments, logistics
management & distribution and intermodal transport solutions. With powerful
agents spread all over the world, Freightlinks International India Pvt. Ltd., is
committed to providing customers with top class services to any corner of the
globe.
Freightlinks International India Pvt. Ltd., is manned by a Management Team
who has collectively over 100 years experience in the Transportation and Logistics
business. The company is networked nationally with offices located at all the
metros and important business cities.
Trium Logistics India Pvt. Ltd., is a registered India M.T.O with a very sound
experience, computer integrated system and a very comprehensive network of
associates and agents covering the entire world. They have a proactive approach to
solving all logistcs and distribution needs and therefore deliver anywhere and
everywhere consistently. Their tachnological and human resources are put to work
to meen the growing demand of the international transportation needs.
Freightlinks International India Pvt. Ltd., was amongst the few companies in
India to be authorised to issue its own Bill of Lading. It is also one of the very few
companies you would find who offer door to door insurance cover whilst carrying
your cargo.
Their progress from inception in 2000 is outlined below
Pioneered the NVOCC Inter Modal Transportation in India.
Established the NVOCC operations.
Director General of Shipping granted the MTO License.
Became the earliest Indian MTO to be a FMC Bonded operator.
Established credentials as Projectr forwarders.
Expanded the office network to cover New Delhi, Tiruppur, Coimbatore,
Moradabad, Badohi, besides the already established offices in Cochin,
Chennai, Bangalore and culcutta.
Expanded into Air Freigh forwarding. Handled major shipments including
the prestigious Michael Jackson Show.
Became an IATA Licensed Air Cargo Agent.
Became a licensed Custom House Agent.
Obtained brea-bulk license to handle air import consolidation.
Their above growth has been possible only because the considered their people
as their strength. An Equal Opportunity E their employee strength is over 130 in all
their 9 offices situated all c qualified staff, an upto date Computer systems,
Communication facilities commited Customer Service, they are today a well
respected organisation in the indusrty.
With its state of the art computer hardware and software; up gradation of its IT
resources. Freightlinks International India Pvt. Ltd., in association with its global
partnesr offer the most satisfying service with periodic reports on work status.
Now customers can enjoy the value of Freightlinks International India Pvt. Ltd.,
transport solutions. Now Freightlinks International India Pvt. Ltd. caters to your
individual needs, to organize logistic all transportation needs by gaining buyers
confidence and by sharpening competitive edge in the global market place.
2.2 VARIOUS SERVICES PROVIDED BY THE COMPANY
DOOR TO DOOR:
Freightlinks International India Pvt. Ltd., effective network of associates across the
globe, their computerized E-mail! System and excellent relationship with all
carriers ensures a sure and safe delivery of consignemnts to every corner of the
globe, irrespective of their shape and size.
Their door to door services is comprehensive and takes into accounr every cost
factor. They not only provide their custimers cost savings at every step but also
continuously strive to improve the quality of their services. Their door to door
service is not limited to containerized cargo alone. Break-bulk Over deimensional
Project Cargo etc. all can be transported with care and efficiency.
Very few Indian MTOS can pride in issuing a M.T., document which has a
thorough insurance backup for a door to door transoprtation. The Freightlinks
International India Pvt. Ltd., M.T Document is fully covered for insurance.
FREIGHTLINKS INTERNATIONAL INDIA PVT. LTD operates from all
metros, major ports, and export centres.
LCL CONSOLIDATIONS
They offer a weekly consoidation service for all LCL shipments from and to
India. Over 400 destinations world wide are covered through the Hub ports of
Antwerpa and Singapore. They will continuously endeavor to consolidate direct
containers to individual regions thereby reducing transit times and costs. They take
pride in being able to provide a fail proof inbound and outbound consolidation
service ti Indian exporters and importers. Where ever consignes are they deliver
right through to his door. A remote country in Eastern Europe or the smalles island
in the Caribbean, they deliver without much trouble.
CARGO MANAGEMENT
Continuing the concept of door to door service they have learned up with IME of
the beast project cargo movers in the world to provide a complete packaged service
to entrepreneurs who import plant and machinary into India. Their expertise the
field of project cargo is quite significant and provides a comprehensive service
Indian companies who are setting up project overseas. They offer packing,
documentation, shipping, customs clearance, insurance, and delivery to sire all
under one roof.
AIRFREIGHT:
They offer a weekly consolidation service for all LCL sjipments from and to India.
Over 400 destiunations woldwide are covered through the Hub Ports of Antwerp
and Singapore. They will continuously endeavor to consolidatie direct containers
to individual regions thereby reducing transit times and costs. They take pride in
being able to provide a fail proof inbound and outbound consolidation service t
Indian exporters and importers. Where ever cosnsignees are they deliver right
through to his door. A remote country in Eastern Europe or the smallest island in
the Caribbean, they deliver without much trouble.
DOMESTIC INTERMODAL:
As pioneers in this segment of the transportation services, they take pride in
offering the large Indistrial houses a very cost effective and complete distrinbution
system for their products within India. With sound software backup they provide
this distribution services grade wise, batch wise etc. as the manufacturers may
require.
By providing containarized transportation on decided rail service they cater to bulk
movement of high density as well as voluminous cargo. This system not only
brings about considerable cost savings but also safeguards the cargo against
pilferage and theft.
NVOCC SERVICES:
Our NVOCC services cater to the large exporters and importers who
predominantly ship FCL loads. They provide the most competitve rates and
services from and to India. Their strength as a leading International Forwarder
combined with the strengths of their world wide associates enables them to obtain
the most competitve rates from leading carriers. Thei philosophy of door to door
services is well pronounced in this form of transportation too.
VALUE ADDED SERVICES:
Their services go beyond the mere transportatiuon activities. They assist their
shippers in the post shipment documentation, documents transfer, order follow up,
temperory warehousing, marking, numbering insurance brokerage etc. In short
they ensure that the exporter concentrates exclusively on producing quality
products. They strive to provide him with a high degree of service which will go a
long way in enhancing the quality of his product.

OCEAN TRANSPORT:
Their services go beyond the mere transportation activities. We assist our shippers
in the post shipment documentation, documents transfer, order follow-up,
temperory warehousing, marking, numbering insurance brokerage etc. In short
they ensure that the exporter concentrates exclusively on producing quality
products . they strive to provide him with a a high degree of service which will go
a long way in enhansing the quality of his product.
Freightlinks International India Pvt. Ltd., range of services broadly specified
generally should cover customers complete logistics needs.
International Forwarding by Sea and Air.
Custom Clearance.
Project Forwarding bot Exports and Imports.
Logistics Distribution Management services.
NVOCC & LCL consolidation both to & from India.
Air imports consolidation.
Household goods packinf and removals.
Storage and Warehouse services.
To facilitate them to perform these functions they are:
Indian Government approved Multimodal Operator.
FMC bonded for trade to & from USA.
IATA & FIATA members.
Licensed for break bulk import air consolidation.
Liccensed Custom House Brokers.

2.3 SPECIAL SERVICES
EXPORT ORIENTED UNIT (EOU)
Freightlinks International India Pvt. Ltd., has been involved in the entire export
logistics for an EOU since its inception of this plant in April 1994. In order to
provide dedicated logistic services a team of 5 personnel are full time based at the
clients plant.
JOB RESPONSIBILITY IS DETAILED BELOW:
Preparation of pre-shipment export documentation for customer viz. packing
list, Invoice, Contract etc.
Preparations of all export shipment documents like shipping bille, certificate
of origin, GSP certificate etc.
Processing of Export documents with local cusoms co- ordination for
transportation of empty containers to plant site.
Co-ordination for lifting of all laden containers on completion of each lot.
Co-ordinate with Carriers for space requirement on feeders/ main line
vessels.
Co-ordinate for release of bills of lading, freight certificate with Carriers.
Complete all necessary Post Shipment documentation for submission to
bank.
Monitor transshipment of containers at transshipment port, and delivery at
final destination with shipping lines on a regular baisis.
Maintain and submit weekly reports to clients, as well as their International
partners offices worldwide on shipment status of all cargo.

PROJECT SHIPMENT
They have recently completed their assignemtn as Logistics Mangager for the
movement of a Cold Rolling Mill, the planning of which began in early 1995.
SHOW FREIGHT OPERATIONS:
The company does freight operations for various shows. For Michael Jacksons
show in Bombay the company managed the Logistics handling. The equiments
were transported in 3 x An124 Antanov aircraft each of about 100 capacity.
LIVE ANIMAL TRANSPORTAION
They take pride in being the first Indian forwarder to organise the Sir
Transpotation of 4 Baby Elephants for a Safari Park in UK. In close co-
ordination with their overseas agents they have completed the formalities for
the export of these animals by Air. The job involved co-ordination with
quarantine department. Airline, Airport Authority, Customs and the transporter.
The time sensitive and delicate shipment was completed to the full satisfaction
of their clients on more than one occasion.
BUYERS CONSOLIDATION:
This is a service rendered to Large Buyers from overseas who buy vaired
quantities from several vendors located at various places within India.




3. ANALYSIS AND INTERPRETATION
TABLE: 3.1
TYPES OF INTERNATIONAL TRADER
Particulars No of Respondents Percentage
Exporter 8 33.3
Importer 2 8.3
Both 14 58.4
Total 24 100

Interpretation
The above table depicts that out of the 24 companies surveyed, 8 are export
companies which accounts for 33.3% of the total respondents. This is followed by
8.3% of the respondents who deals with imports. The majority of the respondents
about 58.4% deals with both exports and imports.


CHART: 3.1
TYPES OF INTERNATIONAL TRADER








34%
8%
58%
exporter
Importer
Both

TABLE: 3.2
FORM OF ORGANISATION
Particulars No of Respondents Percentage
Proprietorship 0 0
Partnership 6 25
Private Ltd 12 50
Public Ltd 6 25
Total 24 100

Interpretation

It can be inferred from the followiung table that out of 24 companies, 6 are
partnership concern which accounts for 25% of the total respondents. This is
followed by 12 private company which accounts for 50% of the total companies
surveyed. And the rest 6 are being categorized under public ltd co. that covers the
remaining25%.
CHART: 3.2
FORM OF ORGANIZATION

0%
25%
50%
25%
Propietorship
Partnership
Private Ltd
Public Ltd
TABLE: 3.3
FREQUENCY OF EXPORTS/IMPORTS
Particulars No of Respondents Percentage
Daily 0 0
Weekly 4 17
Fortnightly 8 33
Monthly 12 50
Total 24 100

Interpretation
from the above table it is clear that out of the 24 clients majority of them
imports/exports monthly, 33% fortnightly & 17% weekly.

CHART: 3.3
FREQUENCY OF EXPORTS/IMPORTS

0%
30%
61%
9%
Daily
Weekly
Fortnightly
Monthly
TABLE: 3.4
AS CLIENT OF FREIGHTLINKS INTERNATIONAL INDIA PVT.
LTD
Particulars No of Respondents Percentage
Less Than 3 Months 0 0
3-6 Months 2 8.4
6 Months- 1 Year 7 29.1
1-2 Years 9 37.5
More Than 2 Years 6 25
Total 24 100

Interpretation
Out of the 24 companies surveyed, 37.5% are the clients of the FREIGHTLINKS
INTERNATIONAL INDIA PVT. LTD for 1-2 years, 29.1% is for 6 months-1
year, 25%of them are clients of FREIGHTLINKS INTERNATIONAL INDIA
PVT. LTD for more than 2 years and 8.4% is for 3-6 months








CHART:3.4
AS CLIENT OF FREIGHTLINKS INTERNATIONAL INDIA PVT. LTD



0%
8%
29%
38%
25%
Less Than 3 Months
3-6 Months
6 Months- 1 Year
1-2 Years
More Than 2 Years
TABLE: 3.5
TERMS AND CONDITIONS
Particulars No of Respondents Percentage
Flexible 22 91.6
Semi-Flexible 2 8.4
Strict 0 0
Total 24 100

Interpretation
Form the above table it can be inferred that 91.6% of the clients feel the terms and
conditions of Freightlinks International are flexible and only 8.4% has told semi-
flexible.




CHART: 3.5
TERMS AND CONDITIONS


92%
8%
0%
Flexible
Semi-flexible
Strict
TABLE: 3.6
COMMUNICATION
Particulars No of Respondents Percentage
Good 14 58.3
Average 10 41.7
Poor 0 0
Total 24 100

Interpretation
It is inferred from the above table that 58.3% of the respondents feel
communication between the clients and Freightlinks International India Pvt. Ltd is
good, 47.7% feels it is average.


CHART: 3.6
COMMUNICATION


58%
42%
0%
Sales
Good
Average
Poor
TABLE: 3.7
FREIGHT RATE
Particulars No of Respondents Percentage
Good 5 20.5
Average 19 79.5
Poor 0 0
Total 24 100

Interpretation
79.5% of the clients say freight rates are neither good nor poor and 20.5% of the
clients are happy with the freight rates what FREIGHTLINKS INTERNATIONAL
INDIA PVT. LTD offers.


CHART: 3.7
FREIGHT RATE


21%
79%
0%
Sales
Good
Average
Poor
TABLE: 3.8
RELEASING BL
Particulars No of Respondents Percentage
Good 18 75
Average 3 12.5
Poor 3 12.5
Total 24 100

Interpretation
Majority of the clients surveyed have said that BL is released at proper time, only
12.5% of clients have said that they are pooor. So the documents should be made
available to clients at the right time.



CHART:3.8
RELEASING BL











75%
12%
13%
Sales
Good
Average
Poor
TABLE: 3.9
INLAND TRANSPORTATION
Particulars No of Respondents Percentage
Good 15 62.5
Average 9 37.5
Poor 0 0
Total 24 100

Interpretation
62% of clients said that transportation provided is good; however 38% of clients
said they are average. So still the service of inland transportation can be improved.


CHART:3.9
INLAND TRANSPORTATION












62%
38%
0%
Sales
Good
Average
Poor
TABLE: 3.10
CARGO HANDLING
Particulars No of Respondents Percentage
Good 18 75
Average 6 25
Poor 0 0
Total 24 100

Interpretation
From the above table it can be inferred that 75% of the clients said that cargo
handling is good and 25% said it is average.




CHART: 3.10
CARGO HANDLING

75%
25%
0%
Sales
Good
Average
Poor
TABLE: 3.11
TRACKING SYSTEM
Particulars No of Respondents Percentage
Good 0 0
Average 2 8.4
Poor 22 91.6
Total 24 100

Interpretation
92% of the clients said that they are not awerse or updates are not made by the
organization on the vessel/flight details.




CHART:3.11
TRACKING SYSTEM



0%
8%
92%
Sales
Good
Average
Poor
TABLE: 3.12
PRE-SHIPMENT INFORMATION
Particulars No of Respondents Percentage
Good 10 41
Average 9 38
Poor 5 21
Total 24 100

Interpretation
41% of the clients said that FREIGHTLINKS INTERNATIONAL INDIA PVT.
LTD is good at giving pre-shiment information to the clients and advising them on
what can be done furhter, 38% said it is average and the remaining 21% said it is
poor.


CHART:3.12
PRE-SHIPMENT INFORMATION


42%
37%
21%
Sales
Good
Average
Poor
TABLE: 3.13
POST-SHIPMENT INFORMATION
Particulars No of Respondents Percentage
Good 5 21
Average 15 62
Poor 4 17
Total 24 100

Interpretation
It is inferred from the data collected that 21% of the clients feel that post shipment
information and documents are delivered at the right time, 62% feels it is average
and 17% feels it is poor.
CHART: 3.13
POST-SHIPMENT INFORMATION












21%
62%
17%
Sales
Good
Average
poor





TABLE: 3.14
USING THE SERVICE OF OTHER FORWARDERS
Particulars No of Respondents Percentage
Yes 22 91.6
No 2 8.4
Total 24 100

Interpretation
It is inferred from the data collected that only 8.4% of the clients are using the
FREIGHTLINKS INTERNATIONAL INDIA PVT. LTDs service alone and the
remianing 91.6% are using the service of other forwarders also.







CHART:3.14
USING THE SERVICE OF OTHER FORWARDERS


92%
8%
Sales
Yes
No

TABLE: 3.15
RESPONSE TO SHIPPING INSTRUCTIONS
Particulars No of Respondents Percentage
Good 18 75
Average 6 25
Poor 0 0
Total 24 100

Interpretation

It is inferred from the data that the majority of the clients feel the response of
FREIGHTLINKS INTERNATIONAL INDIA PVT. LTD to shipping instructions
are good and only 25% feels neither good nor bad.



CHART:3.15
RESPONSE TO SHIPPING INSTRUCTIONS


75%
25%
0%
Sales
Good
Average
Poor

TABLE: 3.16
BOOKING OF CARGO BY IMMEDIATE VESSEL/FLIGHT
Particulars No of Respondents Percentage
Good 12 50
Average 8 17
Poor 4 33
Total 24 100

Interpretation
From the data collected 50% of the clients feel Freightlinks International India Pvt.
Ltd is able to book the vessel/flight as per the clients choice with rates matching
them, 33% feel it is average and the remainign 17% feels it is poor.

CHART: 3.16
BOOKING OF CARGO BY IMMEDIATE VESSEL/FLIGHT



50%
33%
17%
Sales
Good
Average
Poor

TABLE: 3.17
COLLECTIONS OF SHIPPING/AIR DOCUMENTS
Particulars No of Respondents Percentage
Good 21 87.5
Average 3 12.5
Poor 0 0
Total 24 100

Interpretation
It is inferred from the data that 87.45% of clients feel that FREIGHTLINKS
INTERNATIONAL INDIA PVT. LTD is doing an in collection of shipping/air
documents for quick clearance.

CHART:3.17
COLLECTION OF SHIPPING/AIR DOCUMENTS







87%
13%
0%
Sales
Good
Average
Poor

TABLE: 3.18
STRENGTH WITH MAJOR SHIPPING/AIRLINES
Particulars No of Respondents Percentage
Good 11 41
Average 9 38
Poor 4 21
Total 24 100

Interpretation
the above table shows that 41% of them feel that FREIGHTLINKS
INTERNATIONAL INDIA PVT. LTD has got good relationship with major
airlines and liners. 38% of the clinets feel the relationship is average and the
remianing 21% feels the relationship is poor.

CHART: 3.18
STRENGTH WITH MAJOR SHIPPING/AIRLINES





46%
37%
17%
Sales
Good
Average
Poor
TABLE: 3.19
TIME TAKEN TO DELIVER THE CARGO
Particulars No of Respondents Percentage
Good 0 0
Average 23 96
Poor 1 4
Total 24 100

Interpretation
96% of the clients surveyed said that the cargo is delivered at the right time from
the date of arrival and the remianing 4% are not hapy with the time taken to deliver
the averages.

CHART: 3.19
TIME TAKEN TO DELIVER THE CARGO



0%
96%
4%
Sales
Good
Average
Poor

TABLE: 3.20
COMPLAINTS FROM CONSIGNEE
Particulars No of Respondents Percentage
Yes 1 402
No 23 95.8
Total 24 100

Interpretation
It is inferred from the data collected that very minimum amount of complaint of
4.2% has been received from the consignee.
CHART: 3.20
COMPLAINTS FROM THE CONSIGNEE



4%
96%
Sales
Yes
No

TABLE: 3.21
CROSS TABULATION
PRE-SHIPMENT INFORMATION * POST SHIPMENT
INFORMATION CROSS TABULATION
Pre shipment Information
post shipment information
Total
Good Average bad
Good
Pre Shipment information
Post Shipment
information
100.0% 100.0%
Average
Pre Shipment information
Post Shipment
information
100.0%
Bad
Pre Shipment information
Post Shipment
information
100.0%
Total
Pre Shipment information
Post Shipment
information
100.0% 100.0%
100.0%
100.0%

Interpretation
From the cross tab it was found that only 50% of the respondents who felt pre-
shipment information as good found the post shipment information good. 89% felt
that the post shipment information as average those include the respondents who
felt the preshipment information as average 60% of the respondents who felt pre-
shipment information as bad also felt the post shipment as bad.

TABLE: 3.22
STRENGTH WITH MAJOR AIRLINES/SHIPPING COMPANIES IN
GETTING SPACE, FREIGHT, ETC... * BOOKING THE CARGO BY
IMMEDIATE FLIGHT / VESSEL
Strength with major airline/shipping
companies in getting space, freight etc.
Booking the cargo by immediate flight/vessel Total
Good Average bad
Good Strength with major
airline/shipping
companies in getting
freight, etc. % within
Post Shipment
Information
Booking the cargo by
immediate flight? vessel

Average Strength with major
airline/shipping
companies in getting
freight, etc. % within
Post Shipment
Information
Booking the cargo by
immediate flight? vessel

Bad Strength with major
airline/shipping
companies in getting
freight, etc. % within
Post Shipment
Information
Booking the cargo by
immediate flight? vessel

Total Strength with major
airline/shipping
companies in getting
freight, etc. % within
Post Shipment
Information
Booking the cargo by
immediate flight? vessel

Interpretation
90% of the respondents who felt strength with major airlines/shipping is good also
felt that the booking by the cargo is immediate as good. 78% of the respondents
who felt strength with major airlines / shipping is average also felt the booking by
the cargo is immediate as average. Whereas 100% of the respondents who felt
strength with major airlines/ shipping is bad alos felt that the booking by the cargo
is immediate as bad.
TABLE: 3.23
NON PARAMETRIC TEST
RANKS
MEAN RANK
FREIGHT RATE 2075
SERVICE 3.04
TRANSIT 2.79
GOODWILL 3.08
SAFETY 3.33
Interpretation
From the Freidman test it is inferred that the freight rate is ranked best among the
other parameters. Transit is ranked second followed by service, goodwill and
safety.


4.1 FINDINGS
Majority of the respondents are clients of Freighlink Logistics India Pvt. Ltd
for more than one year.
Almost 90% of the clients feel that the terms and conditions of Freightlinks
International India Pvt. Ltd is flexible.
Majority of the respondents feel that communication between the customer
and the company is good.
Most of the clients said they were neither satisfied or nor dissatisfied with
the rates that are provided by freighlinks International India Pvt Ltd.
Bill of lading is released at the proper time.
The Post-shipment information given is not good as pre-shipment
information.
Majority of the clients are using the service of other forwarders.
Constant information flow on status of all consignments is not given
properly.
Booking of cargo by immediate vessel/flight is good through their relation
with major airlines/shipping company is average.
Timely clearance and delivery from Indian air and sea ports to destinations
is poor.
Clients are expecting a separate slot or space for them in warehouse for their
goods through they feel cargo handling by FREIGHTLINKS
INTERNATIONAL INDIA PVT. LTD is good.
Tracking system of the company is not being used properly.

4.2 SUGGESTIONS
Employees should be given training to use the latest software
packages.
Tracking system should be updated and make an awareness to the
clients about such service existing.
Pre-alerts should give to the clients on time so that it may be helpful
for them in making necessary arrangements.
Constant updates about consignments should be given to the clients
through phone or mail.
Each client should be given individual attention for developing a
better relationship by organizing a get together party.
Marketing sales person should be trained well in order to maintain a
healthy relationship with the existing clients.
Proper pre planning for the clearance of the cargo.
Proper follow up should be there even after the shipment is on board.


CONCLUSION


In the survey conducted on Cochin clients, it has been found out that
the majority of exporters/ importers were satisfied with the services of
Freighlink Logistics Pvt. Ltd, except for rates and communication i.e.
in letting the information given to the clients. The employees should
be trained to use the latest softwares and other upgrading should be
made known to the employees.
The clients should be communicated and given all the information that
is required for them. The tracking system should be updated and made
the clients aware of the use of such system. This helps the clients to
know where their goods are and what the time of shipment arrival.
The marketing department should be made optimal use of by getting
new clients that helps the organization in developing.
More interactions between FREIGHLINK INTERNATIONAL
INDIA PVT. LTD and the clients by means of organizing frequent
contact programs will strengthen the bond between the two parties,
which will ultimately benefit Freightlinks International India Pvt. Ltd.

BIBLIOGRAPHY


PUBLISHED SOURCES


Dr. Krishnaveni Muthiah, Logistics Management and World Sea
Borne, 2001 edition

P. Saravanavel, Research Methodology, 15
th
edition, 2004.

C.R. Kothari, Research Methodlogy (Methods and Techniques),
2000 edition.


WEBSITES
http://www.freightlinksindia.com
www.logistics.net
www.imaritime.com
www.tradeport.org
QUESTIONNAIRE
1. Name & Address of the Organization
2. Are you an
Exporter Importer Both
3. Form of organization
Proprietorship Partnership
Private Ltd Public Ltd
4. Frequency of exports/ Imports
Daily Weekly
Fortnightly Monthly
5. Mode of operation
Door Door Door Port
Port Port Port Door
6. Parameters you consider while choosing a Freight Forwarder (Rank them)
Freight rare Services Transit time
Goodwill Safety
7. How long have you been the client of Freighlinks International India Pvt.
Ltd.?
Less than 3 months 3 months - 6 months
6 months 1 year 1 year 2 year
More than 2 years
8. Your opinion about the terms and conditions of Freightlinks International
Pvt. Ltd
Flexible Semi-flexible Strict
9. Rate the service provided by Freighlinks International Pvt. Ltd., based on
your satisfaction

Particulars Good Average Poor
Communication
Freight Rates
Releasing BL
Transportation
Cargo handling
Tracking system
10. Your opinion about the pre shipment and post shipmen information by
Freightlinks International India Pvt. Ltd.,

Particulars Good Average Poor
Pre- shipment
Post - shipment

11. Do you avail the service of any other freight forwarders?
Yes No
12. How do you rate Freightlinks India Pvt. Ltd., on the following parameter?
Particulars Good Average Poor
Time taken in
contacting the
supplier after
getting
information

Tracking the
cargo by
immediate vessel
or flight.

Arrangements
made to collect
shipping/ air
documents for
clearance process.

Their strength
with major
Airlines/ shipping
companies in
getting space,
freight and other
services.

Time taken to
deliver the goods
from the date of
arrival.



13. Do you get any complaint about Freighlinks International India Pvt. Ltd.,
services from your consignee?
Yes No
14. If yes, state the complaints:
15. What are the additional services you expect from Freightlinks International
India Pvt. Ltd.?
.