INTERNSHIP SUMMARYBLUE DART EXPRESS LTD.

By- Rishabh Singh YadavJaipuria Institute of managementNoida.

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. Its 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 23rd 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

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/

About Blue Dart Express Ltd.(Contd.)

Objectives of the Project

Authenticity of code allocation by delivery boys and Supervisors of Credit Card division.

Tele calling checking of each delivery boys of Credit Card segment.

To know exact reasons of Return To Origin(RTO) of credit cards.

Finding ways to minimize RTO of credit cards.

List of Delivered and Non Delivered Codes

000 – Delivered successfully003 - Residence/ Office Close008 - Address unlocatable009 - Address Incomplete010 - Address Incorrect011 - Consignee refused to accept012 - No such consignee in given address013 - Consignee not available014 - Consignee shifted from the address020 - Consignee out of station139 - Call not picked, Switch off, Invalid number

Data Analysis

Code 000 Code 003 Code 008 Code 009 Code 010 Code 011 Code 012 Code 013 Code 014 Code 020 Code 1390

500

1000

1500

2000

2500

3000

3500

3260

286 43 85 26 39 82 190 265 80 276

Random sampling

Series1 Series2

Codes

Freq

uenc

y

Total Cards- 4632

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.

Service centers visited date wise

Service Centre GIP GBD NDI NGN NDO CTY DLF DCC UDV GSR JNK

Date 25TH April 26th April 27TH April 2ND May 3RD May 4TH May 5TH May 6TH May 7TH May 9TH May 10TH May

Service centers visited date wise

Service Centre SJE SET VVH DWK DCT KSP OKH MOC DNP WZR ROI

Date 11TH May 12th May 13TH May 16TH May 17TH May 19TH May 20TH May 21ST May 23RD May 24TH May 25TH May

Service centers visited date wise

Service Centre PSV RMR RAJ CP ABC ANT JIA

EDL KRR MVH

Date 26TH May 27th May 28TH May 7TH June 7TH June 7TH June 8TH June 8th June 8th June 9th June

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)

Summary(Contd.) Corporate base service centers such as CTY(56 cases out of 408 cards),

DCC(69cases 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, Snap Deal, Exevo , Reliance Capital) 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.

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.

Special Thanks To –Mr. Rajiv NangiaMr. Sanjeet WaliaMr. 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.

Thank You.