Contents:

About DTDC
Target Market
Service Concept
Service Delivery System
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 receivers 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 countrys 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 DTDCs Courier Service agents take over mail at their respective office location or from
customers home or from customers 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.

1. Good delivery service in over 3700 Indian locations and 240 internation
locations
2. Pioneers through Franchise Business
3. Good Sales and customer support
4. Web based tracking
Strengths 5. Delivers approx. 10 million Parcels a month

Weaknesses 1. New in e-commerce businesses and retail stores that will sell air tickets
and phone recharges
2. Company finds it difficult to set up retail stores and logistics networks
simultaneously
 3.Lack of awareness among the Indian shippers

1.Few players in the organized sector

2.It is a debt free company which can be help for rapid expansion
3.Acquiring stake in other companies can be utilized to penetrate and
Opportunities consolidate its presence all over Asia

1.Taxes across the border can impede DTDCs growth plans

2.Service complains of customers can portray bad image
Threats 3.Local companies with very low charges

SWOT Analysis of DTDC