Abhijit Samanta

International School of Business & Media

Kolkata
 Õ
Õ    
 

! À
Office: Salt
ake, Sector-5, Near IBM Office.

! Operations ead Office:
Near Science City, EM Bypass.
! Mr. Santosh Mishra
Supervisor (Customer Care &
ogistics Operation)
Emil: expressccuofl@dhl.com
Tele: 033-64515750.
Website: www.dhl.co.in

     ÕÕ 
 Õ
Õ

À
is the global market leader in international

express, overland transport and air freight. It is
also the world's number 1 in ocean freight and
contract logistics. À
offers a full range of
customized solutions - from express document
shipping to supply chain management.
 Õ
 Õ

! In À
for there operations basically

there are three sections.

1. Operation Section
2. Corporate Section
3. Gateway Section
 R

 R 
 

1. Operation Section: Basically deals with all
kinds of operation work. Starting form picking
up to delivery.
2. Corporate Section: Mainly responsible for
maintaining their large corporate network.

ike looking for a new customer or
maintaining the existing one.
3. Gateway Section: This division is actually a
part of their operation. It basically connects
various terminals of their operation.

 
 

Regional / Àelivery to
Collection of
Branch office head operation
consignment
work office

Collection at Àelivery to ead operation

receiving end Carrier office functions

Àelivery to
destination.
 Π 
  
 Õ

! In À
depending on collection
procedure they divide their customers
into two broad category.
1. Express Customers.
2. Calling Customers.

 
Õ
Õ 

 
   


! Express Customers: ! Calling customers:

These are the customers who drop À
provides a free pick

their consignments at various up facility which is free
locations in the drop in centers. And of charge. The
the À
people collect the
consignment and bring to their office. customers first call to
the office and then the
office person picks up
the consignment form
the home of office.
Weight Restriction:
‰Basically there is no weight
restriction in À
for the
consignments.
‰For personal customers: Max
700Kg.
‰For Business purpose: No bar
of weight.
D       
   

After the courier person collects the

consignments and submit to the regional
office the Customer Supervisor or the
executive put a bar code on the
consignment and enter the details
(Regarding mailing address, sender
information etc.) in their centralized
information system. Then the executive
gives a consignment no. to the customer
which helps them to trace their
documents any time.
 G  
 

  

This is done by the courier person who comes to regional

office and then collects the consignments and takes them
to the head operation office for further operation work.
  
 

·For the Salt
ake, IBM office À
courier person

comes normally 3 times on every day and this is
also true for other regional offices.

·They uses small vehicles for the delivery

purpose. To minimize the carrying cost.

·All the vehicles and the courier persons are of

the company itself.
 u    
 
 

 Õ
There are a no. of functions that are maintained in the
ead Operation office function.
À
head operations office in Kolkata is located at near
Science City beside EM Bypass.

1. Scanning.
2. Baggaging.
3. Attaching stickers.
4. Bar-Code scanning and information putting.
5. Connection with airport.
 Œ Õ  
The consignments received at the head operations
office are scanned to check the kind of materials
that are inside the consignments.
D   

ÎIn the head operations centre

there are no. of consignments
received. Now the consignments
are of different sizes. It becomes
very tough for them to send all
the consignments

Îindividually.
So they first take
big baggage and put no of
consignments in the big baggage
and put a bar-code on the
baggage.
G 

 Õ
Õ

! To mark out the

baggage they attach
stickers on the
baggage.

! These stickers
contains a barcode
attached on it.

! The barcode carries

information about
the baggage.
 u     Õ 
  
 


! First they scan the barcode attached on the
baggage.
! Then they put relevant information about a
particular barcode in their centralized
information system.

Once the information

about a particular bar-
code is put. Any time
form any where the
office can access
information about a
particular baggage.
J  
  
  

! First the consignments are send to the international

airport.

! Relevant information is also send about which

consignment to deliver to which country (For
international) and to which domestic flight (For
national).

! They uses various sizes of vehicles according to their

consignments.

! They also have their own aircraft for quicker and non
breakable logistics operation.
To reduce transportation cost they use vehicles according to the
size of consignments to ship to the airport.

@
 




 J  
 

  

Õ

 
! ere they uses just the backward
procedure of sending
consignments.
! First they collect the baggage
form the airport.
! By the delivery vehicles they bring
it to their head operation office
(Àistribution Centers)
! Then they deliver to the branch
office and from their they deliver
to the customer address.
! ere also they uses various kinds
of vehicles for the effective
delivery purpose.
  
 

 RR
R


  
      
 
  
 Õ
  
Country ead

National Sales
Manager

Zonal
ZM 2
Manager 1

Store Store
Manager 1 Manager 2

Supervisor 1 Supervisor 2

Executive 1

Executive 2








! À
uses a centralized recruitment procedure for India.

! There recruitment procedure for various country is
different.
! Mumbai is the central recruitment centre of À
.
! First they publish advertisement in the national daily
(mostly Times of India) or they also post their vacancy in
their website. www.dhl.co.in
! Then they conduct an online written test as the
screening.
! After it they take interview.
  


! Mumbai is the main central control for their entire
recruitment.
! Minimum qualification required for working in À
is
graduate.
! Basic numerical, analytical, general knowledge and
customer care service related questions are normally asked
in the interview.
! In À
the job is transferable. Generally transfers are within
any where in India.
! There is ample scope for career growth.
! Promotion is normally on the basis of performance.
! Normally it takes 2 ʹ 3 years for getting a promotion and
that also depends of performance.
   


! Salary is structure on the basis of normal Basic, TA,

ÀA etc.

! Bonus is there on the basis of performance.

! À
highlights more on performance related

incentives rather than fixed salary scheme.
   

! À
faces major competition from the

companies like FedEx, UPS, TMT.

! The service is almost same but there is a

difference in the charges and delivery.

! So R department of À
highlights on training

and continuous learning so that the cost of
operation can be minimized.
  


! À
only outsource the security guards of their office.

They are not the direct employees of À
.

! Also the R department outsource the technician.

! Because the requirement of the technicians are not

always required. So they outsource it.

! Only when they require a technician for any repairing

work they call them.

! This practice helps À
in maintaining a lower

operation cost.