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. Company provides excellent solutions for E commerce
business and has 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 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.
House of Quality

What Customer wants?--

Customer Perception

Reach

India Post

DTDC
alertse-mail
trackingWeb

added Value

Delivery Timely
Assured Delivery 9 9 8 5 9 Average Good

Quality Delivery 7 8 8 Average Good

Delivery Of Mass Mailers 6 9 7 Average Good

Tracking 5 9 9 Poor Good

Economical prices 8 7 Good Poor
Responsiveness 9 Poor Good
Reliability 8 Average Good
135 117 45 199 137

Value added service includes special care for the packages Strong

Quality delivery means on time and without damage. Medium

9 = good and 1= poor. Weak

Service Blueprint of DTDC

Physical
Evidence Different DTDC offices in the DTDC website
locality

Customer
Actions Creating package for Calling or going to DTDC Office Receive Receipt Payment for
delivery for submission of the package containing tracking no. delivery

Line of interaction

Onstage Weighing and

Making of receipt and
visible Receiving the Package estimating
assigning tracking number
contact the cost of
employee delivery
action Line of visibility

Backstage
Invisible Transferring the package
Delivery to the
contact to the centre office
respective address
employee
action Line of internal interaction
 Support Carrying the package from centres
Processes
to different locations and from
there to respective addresses
Updating track
Carrying the package from centres
to different locations and from
record on the site
there to respective addresses

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.

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.