Blue Dart Reverse Logistics

Presentation describes the reason of return to origin of Blue Dart Express Ltd. as well as some recommendations to minimize it.

1. Internship summary BLUE DART EXPRESS LTD. By- Rishabh Singh Yadav Jaipuria Institute of management Noida.

2. About Blue Dart Express Ltd. Incorporated in 1983 by Khushroo Dubash, Clyde Cooper, and Tushar Jani with a capital base of rupees 30000. BLUE DART is South Asia's leading integrated air express carrier they have six freighters( Boeing 757) Network covering over 34267 locations and service more than 220 countries out of 249 in the world. I ts sales alliance is DHL, the premier global brand name in express distribution services it owned 81.03% stake priorly but DHL reduced it to 75% stake since 23 rd November 2012. Sales turnover of Blue Dart increased by 334Cr Rs in one year from 1934Cr to 2268Cr in March 2015. Current share price of Blue Dart Express is 5967.05 INR on 1 /7/2016

3. About Blue Dart Express Ltd.(Contd.) Given below are some renowned awards allotted to Blue Dart Express Ltd.- Official networking links of Blue Dart Express Ltd. – http://www.bluedart.com / https:// www.youtube.com/c/bluedartofficialchannel https://plus.google.com/+ Bluedartofficialchannel/videos https:// twitter.com/BlueDartTweets https://www.facebook.com/bluedart.official /

4. About Blue Dart Express Ltd.(Contd.)

5. Objectives of the Project Authenticity of code allocation by delivery boys and Supervisors of Credit Card division. T ele calling checking of each delivery boys of Credit Card segment. To know exact reasons of Return T o Origin(RTO) of credit cards. Finding ways to minimize RTO of credit cards.

6. List of Delivered and Non Delivered Codes 000 – Delivered successfully 003 - Residence/ Office Close 008 - Address unlocatable 009 - Address Incomplete 010 - Address Incorrect 011 - Consignee refused to accept 012 - No such consignee in given address 013 - Consignee not available 014 - Consignee shifted from the address 020 - Consignee out of station 139 - Call not picked, Switch off, Invalid number

7. D ata A nalysis Total Cards - 4632

8. Data Analysis(Contd.) I took 160 employees of Blue Dart,Credit Card division of total 32 service centers(Each location and date of visiting given on next slide) which I visited, as sample size for analysis through simple random sampling. Where total load of cards is 4632 out of which 3260 Cards were delivered and remaining 1372 are shown with their belonging codes of undelivered. Graph indicates maximum undelivered codes(286) are 003 which are usually delivered on next day by taking appointments as I found during visits . Second reason is code 139( 276) that hits RTO of Blue Dart, as credit card’s recipient confirmation mostly depends on contact details . Third reason is shifted cases I.E. Code 014(265 ) that is due to not updated bank database of customers.

9. Service centers visited date wise Service Centre GIP GBD NDI NGN NDO CTY DLF DCC UDV GSR JNK Date 25 TH April 26 th April 27 TH April 2 ND May 3 RD May 4 TH May 5 TH May 6 TH May 7 TH May 9 TH May 10 TH May

10. Service centers visited date wise Service Centre SJE SET VVH DWK DCT KSP OKH MOC DNP WZR ROI Date 11 TH May 12 th May 13 TH May 16 TH May 17 TH May 19 TH May 20 TH May 21 ST May 23 RD May 24 TH May 25 TH May

11. Service centers visited date wise Service Centre PSV RMR RAJ CP ABC ANT JIA EDL KRR MVH Date 26 TH May 27 th May 28 TH May 7 TH June 7 TH June 7 TH June 8 TH June 8 th June 8 th June 9 th June

12. Summary Common issue in almost all the service centers is without contact details cards of ICICI and BOB card. ( UDV-53 cases out of 737 CC load status, WZR- 33 cases ICICI- 30 cases BOB out of 523 CC load status, ROI – 28cases ICICI- 16cases BOB out of 540 CC load status , RAJ – ICICI- 36cases out of 419 CC load status) As the databases of these banks are not updated of their customer’s new residence and mobile numbers. Banks keep re dispatching the packages without changing details that use to hit RTO of Blue Dart. (UDV-5 cases out of 640, WZR-8 cases out of 278)

13. Summary(Contd.) Corporate base service centers such as CTY(56 cases out of 408 cards), DCC(69 cases out of 526 cards), DLF(63 cases out of 355) are influenced by code 139 where consignee is not allowed to attend calls during working hours. IVR calling is not having option to call on alternative address contact details. Shifted companies causes RTO in various locations such as MOC ( Aptara , S nap D eal, Exevo , R eliance C apital) Code 014 – 37 cases out of 593 cards, UDV where banks have not yet updated their database of companies’ new address and they keep sending bulk credit cards on prior addresses Code 014 – 16 cases. Early Morning and Late Evening delivery facilities are playing crucial rule to minimize RTO by delivering according to the appointment of consignee.

14. Recommendation ICICI and BOB Card’s contact details and old addresses shall be updated by banks. Daily report shall be generated by supervisor on tele calling of their service centers and it shall be audited frequently to check whether delivery boys and supervisor is attempting their best to make the package delivered, we can also add a cell of ‘Tele Calling Affirmative/Negative Percentage’ in daily report . IVR facility should be able to make call on alternative contact details too if primary contact number connection fails. Shifted company’s data shall be updated by bank and Blue Dart may let them aware about it.

15. Special Thanks To – Mr. Rajiv Nangia Mr. Sanjeet Walia Mr. Ashirvad k. Mr. Shahbaj Ali for recruitment, precious guidance, evaluation and support to conduct this study and helping me to know the challenges in Operations field , ways to rectify it and solve them by taking most accurate steps.

16. Thank You.