Abhijit Samanta

International School of Business & MediaKolkata

HUMAN RESOURCE MANAGEMENT

IN COURIER INDUSTRY

SOURCES OF INFORMATION

DHL Office: Salt Lake, Sector-5, Near IBM Office.

Operations Head Office:

Near Science City, EM Bypass.

Mr. Santosh Mishra

Supervisor (Customer Care & Logistics Operation)

Emil: expressccuofl@dhl.com

Tele: 033-64515750.

Website: www.dhl.co.in

NUMBER ONE IN EXPRESS AND LOGISTICS

DHL 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. DHL offers a full range of customized solutions - from express document shipping to supply chain management.

DHL SECTIONS

In DHL for there operations basically there are three sections.

1. Operation Section

2. Corporate Section

3. Gateway Section

FUNCTIONS OF THE SECTIONS

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. Like 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.

THE OPERATION

Collection of consignment

Regional / Branch office

work

Delivery to head operation office

Head operation office functions

Delivery to Carrier

Collection at receiving end

Delivery to destination.

1. COLLECTION OF CONSIGNMENT

In DHL depending on collection procedure they divide their customers into two broad category.

1. Express Customers.

2. Calling Customers.

THE CUSTOMERS AND THE COLLECTION PROCEDURE.

Express Customers:

These are the customers who drop their consignments at various locations in the drop in centers. And the DHL people collect the consignment and bring to their office.

Calling customers:

DHL provides a free pick up facility which is free of charge. The 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 DHL for the consignments. •For personal customers: Max 700Kg.•For Business purpose: No bar of weight.

2. REGIONAL / BRANCH OFFICE WORK:

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.

3. DELIVERY TO HEAD OPERATION OFFICE

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.

CONTD ……..

For the Salt Lake, IBM office DHL 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.

4. HEAD OPERATION OFFICE FUNCTIONS

There are a no. of functions that are maintained in the Head Operation office function.

DHL 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.

1. SCANNING

The consignments received at the head operations office are scanned to check the kind of materials that are inside the consignments.

2. BAGGAGING.

In 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

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

3. ATTACHING STICKERS.

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.

4. BAR-CODE SCANNING AND INFORMATION PUTTING.

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.

5. CONNECTION WITH AIRPORT

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.

Cargo loading at Airport

5. COLLECTION AT RECEIVING END &

DELIVERY TO DESTINATION.

Here 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 (Distribution Centers)

Then they deliver to the branch office and from their they deliver to the customer address.

Here also they uses various kinds of vehicles for the effective delivery purpose.

A HEAD OPERATION OFFICE OF DHL

THE ORGANIZATIONAL HIERARCHY IN INDIA

(FOR RETAIL SECTION)

Country Head

National Sales Manager

Zonal Manager 1 ZM 2

Store Manager 1 Store Manager 2

Supervisor 1

Supervisor 2

Executive 1

Executive 2

RECRUITMENT PROCEDURE

DHL uses a centralized recruitment procedure for India.

There recruitment procedure for various country is different.

Mumbai is the central recruitment centre of DHL.

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.

CONTD….

Mumbai is the main central control for their entire recruitment.

Minimum qualification required for working in DHL is graduate.

Basic numerical, analytical, general knowledge and customer care service related questions are normally asked in the interview.

In DHL 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 – 3 years for getting a promotion and that also depends of performance.

COMPENSATION

Salary is structure on the basis of normal Basic, TA, DA etc.

Bonus is there on the basis of performance.

DHL highlights more on performance related incentives rather than fixed salary scheme.

COMPETITION

DHL 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 HR department of DHL highlights on training and continuous learning so that the cost of operation can be minimized.

OUTSOURCING

DHL only outsource the security guards of their office. They are not the direct employees of DHL.

Also the HR 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 DHL in maintaining a lower operation cost.

THANK YOU