Industrial Marketing

Name: Abhishek Kamath

Roll No: 13
PTMBA – Marketing – Div A
Final Year

Self introduction:

I am Abhishek Kamath and have done my Bachelors in management Studies. I am currently

working with DHL Express India Pvt Ltd as a Quality Analyst – India Operations. MY job profile
includes the following activities-

• Provide visibility on Operations performance and advise management of status and progress.

• Setting up Transit time standard for all DHL shipments picked up from India.

• Ensure committed service of Time definite delivery shipments.

• Analyze service failures and provide appropriate solutions to improve transit time.

• Monitoring all IN inbound and outbound shipments real time and ensure timely connections

for all outbound flights through QSMS (Quality Shipment Monitoring System).

• Contingency Planning & Crisis management.

Introduction about DHL Express India Pvt Ltd:

DHL commits its expertise in international express, air and ocean freight, road and rail
transportation, contract logistics and international mail services to its customers. A global
network composed of more than 220 countries and territories and 300,000 employees’
worldwide offers customers superior service quality and local knowledge to satisfy their
supply chain requirements. DHL is part of Deutsche Post DHL.

DHL operates under four specialized divisions:

Ø Express

Ø Global Forwarding, Freight

Ø Supply Chain

Ø Mail
DHL Express is the No.1 international air express services provider in India offering its
customers the entire spectrum of express services from international air express to high-end
logistics solutions including repair and return, strategic inventory management and direct
express inventory distribution. Through a network spanning more than 220 countries and
territories and more than 120,000 destinations (major zip code areas), DHL provides courier
and express services to business and private customers.

Customer Orientation by the Company.

There are many steps taken by DHL express to provide optimum service to the customers.
Some of them are:

ü Provide Real Time monitoring of each and every shipment picked up by DHL from any
location in India till the time the shipment is uplifted from the country and vice versa.

ü Provide SMS alert of the shipment (if necessary) providing regular update of the status
of the shipment & its current location.

ü Proactive Key accounts desk to support the operations & queries of account
customers.

ü Provide orientation of DHL activities & take them through the DHL operations process
& service quality standards.

ü Increase customer loyalty based on quick-wins and initiatives derived from customer
feedback received in feedback calls. (Net promoter Approach)

ü First Choice DMAIC methodology adopted to improve the processes, reduce waste &
improve customer satisfaction.

Gaps in working of the Organization:

ü Larger issues are taken into consideration while doing DMAIC projects. Smaller Issues
get diluted and thus not catered to.

ü It sometimes takes time to come to a concrete conclusion for certain issues

highlighted by the customers.

ü Standardization can be an issue due to the large geographical reach and differences in
rules & regulations in different cities/countries.

ü Clearance of cargo shipments take time due to various reasons like lack of paperwork ,
cases actioned late by the agent etc

Steps to Overcome these Gaps:

ü SOP’s to be provided to all agents. Continuous training programs to be conducted.