SUMMER INTERNSHIP REPORT

ON
“Effectiveness of Logistics Management in Impex Global Logistics
Pvt. Ltd.”

Submitted in partial fulfilment of requirement of Bachelor of

Commerce in Honours (B.Com.Hons.)

Guru Gobind Singh Indraprastha University

B.com (H), 5th Semester
BATCH 2017-2020

Submitted to: Submitted by:

Ms.Aditi Joshi Anupriya
Assistant Professor 00624588817

JAGANNATH INTERNATIONAL MANAGEMENT SCHOOL

KALKAJI, NEW DELHI

1
 ACKNOWLEDGEMENT

The present work is an effort to throw some light on “The Effectiveness of Logistics
Management in the Impex Global Logistics Pvt. Ltd.”.

With deep sense of gratitude, I acknowledge the encouragement and guidance

received by my project guide Ms. Aditi Joshi. She has been a constant guiding force
and source of illumination for me. Without her supervision and motivation, the work
would not have been possible. I would like to thank her for her valuable advice and
guidance.

I am also thankful to all the respondents who spared their valuable time for helping
me out in this project.

2
 STUDENT’S UNDERTAKING

The project on the study of concept of Effectiveness of Logistics Management is

completed under the guidance of Ms. Aditi Joshi is the original work done by me and
it has never been submitted elsewhere.

ANUPRIYA

00624588817

3
 DECLARATION

I hereby declare that the research project report entitled “EFFECTIVENESS OF

LOGISTICS MANAGEMENT IN IMPEX GLOBAL LOGISTICS PVT. LTD.", written
and submitted by me, under the guidance of Ms. Aditi Joshi, Jagannath International
Management School, Kalkaji, New Delhi, is my original work.

My findings in this project are based on the data collected by myself. While preparing
this report I have not copied anything from any project report. I also declare that this
has not been submitted to any other University or Institution for the award of any
Degree or Diploma or Fellowship.

ANUPRIYA

00624588817

4
 CERTIFICATE OF COMPLETION

This is to certify that the project work titled ‘EFFECTIVENESS OF LOGISTICS

MANAGEMENT IN IMPEX GLOBAL LOGISTICS PVT. LTD.’ is a work of Anupriya
enrolment no. 00624588817 who carried out the project under the partial fulfilment for
the award of the degree of B.com (h) of JAGANNATH INTERNATIONAL
MANAGEMENT SCHOOL under my guidance. This project work is original and not
submitted earlier for the award of any degree/ diploma or associate ship of any other
University/ Institution.

Ms. Aditi Joshi

Assistant Professor

5
6
 CONTENTS

CONTENTS PAGE NO.

ACKNOWLEDGEMENT 2

EXECUTIVE SUMMARY 8

INTRODUCTION 9

OBJECTIVES 18

LITERATURE REVIEW 20

COMPANY PROFILE 24

RESEARCH METHODOLOGY 34

ANALYSIS AND INTERPRETATION 38

FINDINGS AND INFERENCES 49

LIMITATIONS 52

RECOMMENDATIONS AND CONCLUSION 54

APPENDICES 57

BIBLIOGRAGHY 61

7
 EXECUTIVE SUMMARY
IMPEX GLOBAL LOGISTICS PVT.LTD are the Indian customs house agent approved
by Department of revenue, Ministry of Finance, Govt of India and the international
freight forwarding company who have been organised by few personnels, who is in
the trade for over a one and a half decades.

The company was established in 2003, specialising in freight forwarding, customs

clearance, warehousing project cargo planning/logistics, for sea / air / land
consignments. Company pride themselves on providing a professionalised, cost
effective and personal services form its customers. Since then they have developed
significant expertise in the field of international freight forwarding and custom
clearance in India. Their philosophy has been very simple.

KEEP YOUR CUSTOMERS HAPPY AND THEY WILL KEEP YOU IN THE
BUSINESS.

A logistics company plans, implements, and controls the movement and storage of
goods, services or information within a supply chain and between the points of origin
and consumption. Various logistic companies handle some or all of these supply chain
functions, depending on a client’s logistical needs.

Logistics is a term synonymous with the military. In times of war supplying troops with
the proper equipment and supplies was a logistics function. Logistics has evolved
since the 1950s with the rise of consumerism and subsequent growth of more
complex supply chains. Coordinating the movement of supplies and materials is now
a globalized process.

8
 CHAPTER – 1

INTRODUCTION TO THE TOPIC

9
INTRODUCTION TO LOGISTICS MANAGEMENT

Logistics is generally the detailed organization and implementation of a complex

operation. In a general business sense, logistics is the management of the flow of
things between the point of origin and the point of consumption in order to meet
requirements of customers or corporations. The resources managed in logistics may
include tangible goods such as materials, equipment, and supplies, as well as food
and other consumable items. The logistics of physical items usually involves the
integration of information flow, materials handling, production, packaging, inventory,
transporation, warehousing, and often security.

Logistics management is the part of supply chain

management that plans, implements, and controls the efficient, effective forward,
and reverse flow and storage of goods, services, and related information between
the point of origin and the point of consumption in order to meet customer's
requirements. The complexity of logistics can be modeled, analyzed, visualized, and
optimized by dedicated simulation software. The minimization of the use of resources
is a common motivation in all logistics fields. A professional working in the field of
logistics management is called a logistician. Logistics management is that part of the
supply chain which plans, implements and controls the efficient, effective forward and
reverse flow and storage of goods, services and information between the point of
origin and the point of consumption in order to meet customers' requirements. A
professional working in the field of logistics management is called a logistician.

Logistics as a business concept evolved only in the 1950s. This was mainly due to
the increasing complexity of supplying one's business with materials and shipping out
products in an increasingly globalized supply chain, calling for experts in the field who
are called Supply Chain Logisticians. This can be defined as having the right item in
the right quantity at the right time at the right place for the right price and it is the
science of process having its presence in all sectors of the industry. The goal of
logistics work is to manage the fruition of project life cycles, supply chains and
resultant efficiencies. It is important to recognize the importance of a dynamic balance
between the minute details and the main elements involved in a product. The Role of
Logistics is to maintain that balance. Once the firm realizes the importance of logistics

10
 it is necessary that the firm make full and efficient use of logistics. The first step is to
create a buyer value for the customer and a strategic value for the firm.

The customer is the most important asset for a company. He drives the entire supply
chain including manufacturing, marketing and logistics. Hence it is important for a firm
to have a clear understanding of what the customer demands and to keep up to the
customers’ expectations. Once a company has a clear understanding of its customer’s
requirements it must devise a strategy on how to use logistics to achieve it. This
means that the company has to have a clear understanding or assessment of
company’s strategic direction.

The various steps involved in a logistics strategy development and planning process.

Visioning: this includes the systematic development of an organizational consensus

regarding the key inputs to the logistics planning process as well as identification of
the potential alternative logistics approaches. This is an important step for the
following reasons:

 Helps to define a strategic direction to the company and also to get a clear
understanding the role of logistics in it.
 Get a clear idea of the requirements of the various segments of customers.
 Have a look at the various factors that would affect the strategy of the company.
 Define alternative strategies and also the scope of the planning effort.

Strategic analysis: this involves taking a look at the various components involved in
the process and selecting the best logistics process among the alternatives. These
components, which are to be reviewed, are revealed during the first step. This may
include revamping the entire process to assessing how a single component can be
used more effectively.

Planning: this involves the assembling of a plan that outlines the mission and goals
for the logistics function and the programs and activities to achieve these goals.
Logistics planning is an iterative process. The plans have to be redefined every year
to improve the quality of performance. Managing change: this involves effective
management to implement enhanced ways of conducting business. The management
should be keeping changing the plans in accordance with the change in the market
and also coach the organization to effectively embrace this change.
11
Origin and definition of Logistics

The term logistics comes from the late 19th century from French word
“Logistique” (means TO LODGE) which first appeared in the book "The Art of War" by
Baron Henri who was the general in French army during Napoleon's time. Logistics
and supply chain management are terms that are often used interchangeably, but
they actually refer to two aspects of the process.

Logistics refers to what happens within one company, including the purchase and
delivery of raw materials, packaging, shipment, and transportation of goods to
distributors, for example. While supply chain management refers to a larger network
of outside organizations that work together to deliver products to customers, including
vendors, transportation providers, call centres, warehouse providers, and others.

Although many small businesses focus on the design and production of their products
and services to best meet customer needs, if those products cannot reach customers,
the business will fail. That’s the major role that logistics plays.

But logistics also impacts other aspects of the business, too.

The more efficiently raw materials can be purchased, transported, and stored until
used, the more profitable the business can be. Coordinating resources to allow for
timely delivery and use of materials can make or break a company.

And on the customer side, if products cannot be produced and shipped in a timely
manner, customer satisfaction can decline, also negatively impacting a company’s
profitability and long-term viability.

Logistics is considered to have originated in the military's need to supply themselves

with arms, ammunition and rations as they moved from their base to a forward
position. In ancient Greek, Roman and Byzantine empires, there were military officers
with the title ‘Logistikas’ who were responsible for financial and distribution of supplies.
The Oxford English dictionary defines logistics as: “The branch of military science
having to do with procuring, maintaining and transporting material, personnel and
facilities.” Another dictionary definition is: "The time related positioning of resources."
As such, logistics is commonly seen as a branch of engineering which creates "people
systems" rather than "machine systems".

12
 Prospect of growth of industry

Logistics is regarded as the backbone of the economy as it ensures efficient and cost-
effective flow of goods and other commercial sectors depend on it. Logistics industry
in India is evolving rapidly. It is the interplay of infrastructure, technology and new
types of service providers, which defines whether the logistics industry will be able to
help its customers reduce their costs and provide effective services. Despite weak
response, the logistics industry continues to witness growth owing to the progress in
retail, e-commerce and manufacturing sectors. The Global Logistics sector was
expected to grow 10 to 15 per cent in 2013-14. Logistics industry is expected to reach
over $ 2 billion by 2019. Rise of e-commerce logistics and increased domestic
consumption will pave the way for the industry to grow further in future. With the
promise of steady growth and improvement, the service oriented logistics industry is
ready to expand beyond the horizons in the latter half of this decade. The Indian
logistics sector is on a big growth tide. According to the domestic rating agency ICRA,
Indian logistics sector is expected to grow at a rate 8-10 per cent over the medium
term. This is an improvement over the compound annual growth rate (CAGR) of 7.8
per cent at which the industry grew during the last five years. The logistics industry of
India is currently estimated to be around US$ 160 billion. With implementation of GST
the sector is expected to benefit and touch US$ 215 billion over the next two years,
as per the Economic Survey 2017-18.

The last couple of years have seen significant development for this industry which is
reflected in the global rankings. According to the Global Ranking of the World Bank's
2016 Logistics Performance Index, India jumped to 35th rank in 2016 from 54th rank
in 2014 in terms of overall logistics performance. The report also showed that India’s
logistics sector has improved its performance on all the six parameters used in the
ranking. This is a huge jump of 20 ranks and clearly indicates the growth of the sector.

Recent Scenario

The recent Indian logistics sector comprises inbound and outbound segments of the
manufacturing and services supply chains. Of late, the logistics infrastructure has
gained the much needed boost from business houses as well as policy makers.
Managing the infrastructure to effectively compete with other industries has not been
given its due emphasis. Inadequate logistics infrastructure can create bottlenecks in
13
the growth of an economy. The logistics management regimen has the capability to
overcome the disadvantages while providing cutting-edge competitiveness in the long
run. There exist several challenges and opportunities for the sector in the Indian
economy.

General Import/ Export Market

India is the 17th largest export economy in the world and the 45th most complex
economy according to the Economic Complexity Index (ECI). In 2017, India exported
$292B and imported $417B, resulting in a negative trade balance of $125B. In 2017
the GDP of India was $2.6T and its GDP per capita was $7.06k.

The top exports of India are Refined

Petroleum($30.2B), Diamonds ($26.5B), PackagedMedicaments($13.2B), Jeweller
y ($8.66B) and Rice ($7.05B), using the 1992 revision of the HS (Harmonized
System) classification. Its top imports are Crude Petroleum
($74.7B), Gold ($39B), Diamonds ($20.7B), CoalBriquettes ($19.4B)and Petroleum
Gas ($12.2B).

The top export destinations of India are the United States ($44.3B), the United Arab
Emirates ($28B), China ($14.8B), Hong Kong ($12.7B) and Germany ($9.9B). The
top import origins are China ($68.8B), the United States ($22.8B), the United Arab
Emirates ($22.1B), Switzerland ($20.9B) and Saudi Arabia ($19.4B).

Indiaborders Afghanistan, Bangladesh, Bhutan, China, Burma, Nepal and Pakistan

by land and Indonesia, Sri Lanka, Maldives and Thailand by sea.

The Indian logistics sector is on a big growth tide. According to the domestic rating
agency ICRA, Indian logistics sector is expected to grow at a rate 8-10 per cent over
the medium term. This is an improvement over the compound annual growth rate
(CAGR) of 7.8 per cent at which the industry grew during the last five years. The
logistics industry of India is currently estimated to be around US$ 160 billion. With
implementation of GST the sector is expected to benefit and touch US$ 215 billion
over the next two years, as per the Economic Survey 2017-18. The last couple of
years have seen significant development for this industry which is reflected in the
global rankings. According to the Global Ranking of the World Bank's 2016 Logistics
Performance Index, India jumped to 35th rank in 2016 from 54th rank in 2014 in terms

14
of overall logistics performance. The report also showed that India’s logistics sector
has improved its performance on all the six parameters used in the ranking. This is a
huge jump of 20 ranks and clearly indicates the growth of the sector.

There is a lot of investment that the industry is attracting and as a result of the
transformations and changes led by these investments, the industry will stimulate job
creation. The experts predict that it can be the largest job creator by 2022.

The sector currently provides employment to more than 22 million people in the
country. The report also emphasises that improving the sector would result in a 10
per cent decrease in indirect cost, in turn leading to a growth of 5-8 per cent in exports.

The Indian government has announced that it is working at the policy in order to set
up new logistics plan in the country. The intention is to devise the most cost-effective
method to transport goods by the year 2035.

The policy aims at preparing a proper integrated logistics plan. The new logistics
division within the department of commerce is working on this national integrated plan,
with the objective to identify and iron out any existing bottlenecks and gaps in the
industry.

This is good news for the sector. It will also encourage tech-enabled startups in the
logistics sector as they will be able to provide seamless movement of goods across
the country.

15
Key Drivers

Indian logistics industry is a sunshine sector and there are multiple factors that are
driving this sector towards growth and boom.

The growth of logistics is two sided – led by demand supply. The demand led growth
is strengthened with the economic recovery and benefits from implementation of GST.
According to the rating agency ICRA, post GST implementation the savings in terms
of truck turnaround time has been approximately 18-20 per cent.

Also, the outsourcing of non-core activities like warehousing and associated activities
to integrated players is leading to strengthen the organised players, which in turn is
good for the industry in long term. The picking of industrial consumption is another
driver on the demand led growth of the logistics industry in India.

The supply led growth drivers include improvement in logistics infrastructure,

integrated logistics and birth of numerous logistics start-ups, especially tech led start-
ups. According to an industry expert, “Tech-enabled startups have a huge scope to
grow as well drive the growth of the sector. Not only they are attracting heavy
investments, they have the potential to make export procedures hassle-free by
reducing unnecessary paperwork, in turn reducing delays in delivery.”

Trends

According to the real estate consultancy CBRE’s report titled ‘2018 Asia Pacific Real
Estate Market Outlook’ Delhi-NCR, Mumbai and Bangalore dominated the
warehousing space demand with 50 per cent share. Although, the smaller cities have
been on growth spurt too with the share of Hyderabad, Chennai, Kolkata and Pune in
overall transacted space went up to 49 per cent in 2017 as against 25 per cent in
2016.

Another key trend is the preference for large warehouses that allows better
automation process. According to the CBRE report, the Indian market for warehouse
automation is estimated to grow by 10-12 per cent to US$ 3.49 billion by the year
2020.

Warehousing emerging as an attractive investment is another dominant trend in the

Indian logistics sector. Some of key investors include Ascendas-Singbridge, Morgan

16
Stanley, and Warburg Pincus, beside others. The investment burst in the sector is
leading to development of new and better warehousing facilities.

Way Forward

According to CRISIL the future for the Indian logistics industry is going to shine even
brighter. The research firm suggests the logistics industry of India which stood at Rs
6.4 trillion in FY17 will grow at a CAGR of 13 per cent over the next three years and
will be at Rs 9.2 trillion by FY20.

The government of India is also taking significant steps to support the sector and
boost its growth in the times to come. The commerce and industry ministry has
decided to give a one-time funding of Rs 8 million to the sector for building up initial
infrastructure and a phase-wise support of Rs 33.9 million for four years.

The government’s focus going forward is to bring down the cost of logistics which is
at 14.4 per cent of India’s GDP at present. The aim is to bring it down to 10 per cent
level in the next four years. This is a very significant move and will boost the
competitiveness of the sector and will be significant for its further growth.

Going forward, strategic investment and government initiatives to support the sector
are going to be crucial for the logistics industry in India. If the cards are played right,
the sector has the potential to create huge number of jobs for the countrymen and
play a key role in driving the economy on a high wave.

17
 CHAPTER: 2

OBJECTIVES OF RESEARCH

18
 The objectives of the Project are:

 To study whether the customers are satisfied with the existing range of service
pattern.
 To have a thorough understanding of how logistics industries w.r.t IMPEX GLOBAL
LOGISTICS PVT. LTD. Works.

19
 CHAPTER: 3

LITERATURE REVIEW

20
The purpose of this report is to review a sample of the literature relating to the
integration and implementation of the effectiveness of supply chain management
practices. (Gattorna, J., Day, A. and Hargreaves, J. (1991), "Effective Logistics
Management", Logistics Information Management)

Design/methodology/approach

The literature is examined from three perspectives. First, supply chain integration
covers issues relating to integration of core processes across organizational
boundaries through improved communication, partnerships, alliances and
cooperation. Second, strategy and planning examines supply chain management as
a strategic matter for trading partners, along with factors relating to the amount of
planning required. Third, implementation issues concern factors critical for successful
implementation, as well as issues specific to inter and intra‐organizational aspects of
supply chain initiatives are contained in this sub‐group

Findings

An important emergent theme from the literature is the importance of taking a holistic
view, and the systemic nature of interactions between the participants. At the same
time, it is also apparent that this requirement to take such a holistic and systemic view
of the supply chain acts as an impediment to more extensive implementation. The
strategic nature of adopting a supply chain wide perspective, on the one hand
provides significant potential benefit, and on the other requires trading partners to
think and act strategically. This is easier said than done within a stand‐alone
organization, let alone across a diverse and dispersed group of trading partners.

Research limitations/implications

The scope of this review is by design limited to a cross‐section of the literature in this
area. As such, it cannot, and does not, attempt to be an examination of the full range
of the literature, but a sampling of important and influential works.

This review of the literature serves to highlight the inter‐dependence between

integration (technologies, logistics, and partnerships), a strategic view of supply chain
systems, and implementation approach.

21
All three need to inform and underpin each other in order for management of supply
chains to be able to deliver on the promise of benefits for all trading partners.

Originality/value

This study reviews a sample of recent and classic literature in this field, and in doing
so provides some clear guidelines for the conduct of future research.

In most developed economies the costs of logistics management are steadily growing
and account for an increasing proportion of the gross national product. Logistics costs
have become an important part of the added value of products and logistics
management is increasingly regarded as an important weapon in the international
competitive struggle, in particular by large market‐oriented companies. The emphasis
in marketing strategies is shifting from product and price to promotion and place.
Rapidly changing customer demands have an increasing effect on company policies.
Reduction of product life cycles and assortment expansion will lead to faster
development and delivery of new products and to smaller‐sized and more frequently
placed delivery orders. Advancing technology will cause production to require more
focus. Customers are becoming more demanding and manufacturers have to react
faster to changing demand on the part of both private consumers and industrial
customers. This requires enormous flexibility, which will be increasingly aimed at
conquering and securing sales potential in the liberalized European market.
Successful companies will focus on core activities. Activities other than core activities,
but serving them, will have to be outsourced.

Purpose – The purpose of this article is to provide academics and practitioners a

quantitative and qualitative analysis of the benefits, barriers, and bridges to successful
collaboration in strategic supply chains. (Walters, D. (2006), "Effectiveness and
efficiency: the role of demand chain management", International Journal of Logistics
Management, The, Vol. 17 No. 1)

Design/methodology/approach

A triangulation method consisting of a literature review, a cross‐functional mail survey,

and 51 in‐depth case analyses was implemented. Senior managers from purchasing,
manufacturing, and logistics were targeted in the mail survey. The break down by

22
channel category interviews is as follows: 14 retailers, 13 finished goods assemblers,
12 first‐tier suppliers, three lower‐tier suppliers, and nine service providers.

Findings

Customer satisfaction and service is perceived as more enduring than cost savings.
All managers recognize technology, information, and measurement systems as major
barriers to successful supply chain collaboration. However, the people issues – such
as culture, trust, aversion to change, and willingness to collaborate – are more
intractable. People are the key bridge to successful collaborative innovation and
should therefore not be overlooked as companies invest in supply chain enablers such
as technology, information, and measurement systems.

Research limitations/implications

The average mail‐survey response rate was relatively low: 23.5 percent. The case
study analyses were not consistent in frequency across channel functions. Although
the majority of companies interviewed and surveyed were international, all surveys
and interviews were managers based in the US.

Practical implications

This study provides new insight into understanding the success and hindering factors
of supply chain management. The extensive literature review, the cross‐channel
analysis, and case studies provide academics and managers a macro picture of the
goals, challenges, and strategies for implementing supply chain management.

Originality/value

This paper uses triangulation methodology for examining key issues of supply chain
management at multiple levels within the supply chain.

23
 CHAPTER 4

ABOUT THE COMPANY

24
IMPEX GLOBAL LOGISTICS PVT. LTD.

IMPEX GLOBAL LOGISTICS PVT.LTD are the Indian customs house agent
approved by Department of revenue , Ministry of Finance , Govt of India and the
international freight forwarding company who have been organised by few
personnels, who is in the trade for over a one and a half decades.

The company was established in 2003, specialising in freight forwarding, customs

clearance, warehousing project cargo planning/logistics, for sea / air / land
consignments. Company pride themselves on providing a professionalised, cost
effective and personal services form its customers. Since then they have developed
significant expertise in the field of international freight forwarding and custom
clearance in India. Their philosophy has been very simple.

KEEP YOUR CUSTOMERS HAPPY AND THEY WILL KEEP YOU IN THE
BUSINESS.

A logistics company plans, implements, and controls the movement and storage of
goods, services or information within a supply chain and between the points of origin
and consumption. Various logistic companies handle some or all of these supply chain
functions, depending on a client’s logistical needs.

Logistics is a term synonymous with the military. In times of war supplying troops with
the proper equipment and supplies was a logistics function. Logistics has evolved
since the 1950s with the rise of consumerism and subsequent growth of more
complex supply chains. Coordinating the movement of supplies and materials is now

25
 a globalized process. Today, the business sector uses logistics as a term to describe
the efficient flow and storage of goods from point of origin to the point of consumption.
The supply chain is a vital part of this process. A proper supply chain may include
transportation, shipping, receiving, storage, and management of all or one of these
functions. Logistics may also apply to information, transportation, inventory,
warehousing, material handling, packaging, disposal, and security within the business
sector.

SERVICES PROVIDIED BY THE COMPANY

 SEA FREIGHT
 AIR FREIGHT
 LAND TRANSPORT
 LCL CONSOLIDATION
 WAREHOUSE
 DOOR TO DOOR LOGISTICS
 BUYER CONSOLIDATION

SEA FREIGHT

Sea freight is a method of transporting large quantities of product via cargo ships;
goods are packed into containers and these containers are loaded onto a vessel,
where they will be sailed to their destination country. As a typical cargo vessel can
carry 18,000 containers (TEU), sea freight is a cost-efficient way to transport high
quantities of product. For reference, here is how much fits in a 20ft container.

26
In sea freight shipping, the goods are packed in shipping containers and the freight
forwarder books container or space with the shipping agent. Shipment moves to the
port and passess through customs at the point of origin. Goods are loaded into full
containers depending on the volume and the put on the cargo ship for transportation.

When they reach the destination, goods pass through customs again generally
arranged by the shipping agent and upon payment of duties and taxes, released for
delivery. The goods are delivered to the receiver either in the same container or on
pallets.

AIR FREIGHT

The First Consignment Of Cargo Carried By Air Was Transported Between London
And Paris In 1924. Since This First Cargo Flight the Carrying Capacity and Efficiency
of Aircraft Has Developed And Increased Dramatically. The Movement Of Cargo By
Air Is A Highly Specialised Business, Which Is, In Many Respects, Very Different From
Moving Cargo By Sea Or Overland. It Is Subject To Restrictions That Arise From The
Nature Of The Aircraft Itself Air freight parcel delivery is the transfer and shipment of
goods via an air carrier, which may be charter or commercial. Such shipments travel
out of commercial and passenger aviation gateways to anywhere planes can fly and
land.

The express shipping options of air freight make it a valuable option for coordinating
time sensitive shipments to almost anywhere in the world. This can be particularly
advantageous for smaller and mid-sized companies as it allows them to participate
in international trade in an expeditious and effective manner.

27
Shipping by air also offers the advantage of a high level of security as airport controls
over cargo are tightly managed.Used in conjunction with other forms of shipping,
like marine, rail and ground, air freight became widely utilized as one of the central
delivery options in importing and exporting at the beginning of the Twentieth Century.
Growing exponentially as an industry during the expansion of trade networks and
markets in the last 40 years, air freight is now regarded as an efficient means to ship
nationally and internationally.

Customs brokerage firms can determine the most reliable and cost-effective means
for using air freight options to coordinate corporate, individual parcel or shipment
deliveries. A customs broker can negotiate the vast array of options and determine
the most applicable means to ensure expedient and on-time delivery. As with
all international shipping, customs clearance procedures must always be anticipated
and properly documented. Working with a customs broker for your air shipping
ensures that all aspects of your freight management are covered, from expedited
service through customs clearance and shipment delivery.

LAND TRANSPORT

Land/road freight (also sometimes referred to as ‘Road Haulage’ or ‘Road Transport’)

is often the most effective mode of transport for countries, particularly when exporting
to the land locked countries. Not only is road freight a consideration for exports, but
also a large portion of exports from land locked cities are moved down to the ports by
road. Even if you are based near a port, you are likely to use road transportation, to
move your goods from your factory to the quayside.

28
Thus road transportation may form part of your transportation consideration, even if
you are shipping your goods by sea. Local companies using air freight to get their
goods to foreign markets are similarly likely to use road transportation to move their
products from the factory to the airport. You should also not forget that road haulage
may form a significant part of your transportation in countries, as the goods are moved
from the port of discharge to your final destination. Thus road freight is likely to form
an integral part of your transportation.

Roadways serve a vital purpose in any country and nation. They allow people and
automotive to traverse a diverse range of lands so that they can reach their destination
without any hindrance.

LCL CONSOLIDATION

Less than Container Load. A term used to describe the transportation of small ocean
freight shipments not requiring the full capacity of an ocean container – Usually less
than 20 CBM (cubic meters). A freight forwarder may create a “Consolidation” by
putting together multiple LCL shipments.

IMPEX GLOBAL LOGISTICS PVT. LTD. offers Worldwide Less-Than-Container Load

Service to Meet Customers' Requirement. Our Strong Focus On Offering Direct Services
To A Large Number Of Locations, The Company Has Provided Our Customers With
The Advantages Of Reduced Transit Time, Reduced Handling Of Cargo And Higher
Cost Efficiencies.). Impex Logistics Is Able to Deliver and Receive Cargo to and from
Across the World.

29
Our Focus Is On Offering Direct Services to USA and Other Sector Our Export
Consolidation Program Is Designed to Cater to Movement of LCL Shipments Direct to
Worldwide Destinations. We Have LCL Services Major Ports of Nhava Sheva (Near
Mumbai). Our Expert Operational Staff Carefully Handles The LCL Cargoes At Our
Warehouses To Avoid Damages At The Time Of Offloading And Stacking. They Further
Ensure That The Same Are Properly Stuffed Into The Containers And Are Adequately
Secured To Ensure Safe Passage.

WAREHOUSE

A Warehouse Is A Commercial Building For Storage Of Goods. Warehouses Are Used

By Manufacturers, Importers, Exporters, Wholesalers, Transport Businesses, Customs,
Etc. They Are Usually Large Plain Buildings In Industrial Areas Of Cities And Towns And
Villages. They Usually Have Loading Docks To Load And Unload Goods From Trucks.
Sometimes Warehouses Are Designed For The Loading And Unloading Of Goods
Directly From Railways, Airports, Or Seaports. They Often Have Cranes And Forklifts
For Moving Goods, Which Are Usually Placed On ISO Standard Pallets Loaded Into
Pallet Racks. Stored Goods Can Include Any Raw Materials, Packing Materials, Spare
Parts, Components, Or Finished Goods Associated With Agriculture, Manufacturing And
Production. Customs Brokerage / Clearance Is A Profession That Involves The
"Clearing" Of Goods Through Customs Barriers For Importers And Exporters (Usually
Businesses). This Involves The Preparation Of Documents And / Or Electronic
Submissions, The Calculation And Payment Of Taxes, Duties And Excises, And
Facilitating Communication Between Government Authorities And Importers And
Exporters.

30
DOOR TO DOOR LOGISTICS

Offers Door-To-Door Delivery Services For Customers Who Want To Simplify Logistics
Management, Reduce Costs And Minimize The Risk Of Loss Or Product Damage, While
Focusing On Core Business. By Leveraging The Breadth And Reliability Of The Global
Network, Impex Logistics Can Remove Days From Your Supply Chain, Delivering
Goods From Overseas Directly To Your Desired Destination. You’re Shipments Can
Clear Customs While Still in the Air Enabling Delivery by the End of the Next Possible
Business day, saving your time and money.

Our DOOR TO DOOR SERVICES INCLUDE:

-Port-To-Door and Door-To-Door Service From Shipper to Consignee.
-Integrated Service Includes, Freight Transportation And Package Delivery.
-Streamlines Processes By Eliminating Issues With Multiple Carrier Bills.
-Shipments of Virtually any Size or Weight.
-In-House Licensed Customs Expertise.
-Electronic Pre-Alert System Makes Arrangements with Customs Officials in
Destination Countries,

-Allowing Most Shipments to Clear Custom Before The Aircraft Lands.

-Complete Tracking Visibility With Real-Time Tracking.
-Fast and Reliable Transit Times, Including Earliest Deliveries and Latest Pickups In
Key Major Metros.

31
BUYER'S CONSOLIDATION

Working with Multiple Vendors and Smaller Quantities Is Essential to Distress the
Capital Outlays. This Service Enables To Load A Dedicated Container For You From A
Particular Port Loaded With Merchandise From Different Suppliers. Our Weekly
Departures Would Mean There Will Be Regular Uninterrupted Supplies.
We Can Serve Your Shipments From / To: Bombay (Mumbai), Cochin (Kochi), Dadri,
New Delhi, Faridabad, Gurgaon, Ludhiana, Madras (Chennai), Etc.

32
Vision and Mission

Best People. Best Processes. Best Value.

MISSION
At Impex Global Logistics Pvt Ltd., Client Satisfaction Is Paramount To Us. We
Understand Your Need For Reliable, Flexible, Expedient Delivery And We Pride
Ourselves On Providing 100% Customer Satisfaction With Every Transaction To
Provide Value-Added, Innovative, Reliable & Cost-Effective Logistic Services To Our
Customers With State-Of-The-Art Infrastructure And Resources.

VISION

To Build a Unique Supply Chain Solutions Company with Global Brand Value Making
Worthwhile Contributions to the Global Supply Chain Improvements.

CORE VALUES
- Trust among Clients and Transparency in Business
- Hard Work and Continuous Improvement
- Complete Customer Delight
- Honest and Lawful Business Practices
- Thirst for Innovation and Automation
- Enrich Human Resource Capital with Proven Expertise

33
 CHAPTER 5

RESEARCH METHODOLOGY

34
Research refers to the systematic investigation into and study of materials and
sources in order to establish facts and reach new conclusions. Research comprises
"creative work undertaken on a systematic basis to increase the stock of knowledge,
including knowledge of humans, culture and society, and the use of this stock of
knowledge to devise new applications." It is used to establish or confirm facts, reaffirm
the results of previous work, solve new or existing problems, support theorems, or
develop new theories. In the broadest sense of the word, the definition of research
includes any gathering of data, information, and facts for the advancement of
knowledge. It is a process of steps used to collect and analyze information to increase
our understanding of a topic or issue". It consists of three steps: pose a question,
collect data to answer the question, and present an answer to the question.

The process used to collect information and data for the purpose of making business
decisions is called as Research Methodology. The methodology may include
publication research, interviews, surveys and other research techniques, and could
include both present and historical information.

Research Design

A research design is the set of methods and procedures used in collecting and
analyzing measures of the variables specified in the research problem. The design of
a study defines the study type (descriptive, correlation, semi-experimental,
experimental, review) and sub-type (e.g., descriptive-longitudinal case study),
research problem, hypotheses, independent and dependent variables, experimental
design, and, if applicable, data collection methods and a statistical analysis plan.
Research design is the framework that has been created to find answers to research
questions. There are many ways to classify research designs, but sometimes the
distinction is artificial and other times different designs are combined. Nonetheless,
the list below offers a number of useful distinctions between possible research
designs. A research design is an arrangement of conditions or collections.

The research design used for the study is descriptive design. Descriptive research
design includes surveys and fact-finding enquires of different kinds. The major
purpose of descriptive research is description of the state of affairs, as it exists at
present.

35
Data Collection
Data collection is the process of gathering and measuring information on variables of
interest, in an established systematic fashion that enables one to answer stated
research questions, test hypotheses, and evaluate outcomes. A formal data collection
process is necessary as it ensures that the data gathered are both defined and
accurate and that subsequent decisions based on arguments embodied in the findings
are valid. The process provides both a baseline from which to measure and in certain
cases an indication of what to improve.
Methods of Data Collection
There are two types of data collection which are as follows: -
Primary data
Primary Data is the data which is originally collected by an investigator or agency for
the first time for specific purpose. The source from which the primary data is collected
is called the primary source. Such data is original in character as it is collected for the
first time. It is first-hand information. Primary Data once collected and published
becomes Secondary Data. There are many methods to collect primary data and the
main methods include:
Questionnaires
Interviews
Focus group interviews
Observation
Secondary data
The data which is not directly collected but rather obtained from the published or
unpublished sources is known as Secondary Data. It is also known as Second Hand
Data. These are not original data since the enumerators or investigators themselves
do not collect these data. They simply make use of the data collected by the others.
Common sources of secondary data include:
Census
Large survey
Internet
Journals
Books
News papers

36
Sample Design and Sample Size
A sampling frame represents the population of interest, from which a sample is to be
drawn. The sampling frame may be identical to the population, or it may be only part
of it and is therefore subject to some under coverage, or it may have an indirect
relationship to the population
Sample Size: - The sample size consisted of 15 clients of IMPEX GLOBAL
LOGISTICS PVT. LTD, New Delhi.
Sample Frame: - The sample frame consisted of clients of IMPEX GLOBAL
LOGISTICS PVT. LTD.
Sample Technique: - Random sampling.
Area of Survey: - IMPEX GLOBAL LOGISTICS PVT. LTD

37
 CHAPTER 6

DATA ANALYSIS AND INTERPRETATION

38
Question 1 – For how many years have you been associated with IMPEX GLOBAL
LOGISTICS PVT. LTD.?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
2 – 5 years 3 20

5 – 10 years 5 33.33

10 – 15 years 7 46.67

8
7
7

6
5
5

4
3
3

0
2 – 5 years 5 – 10 years 10 – 15 years

INTERPRETATION

Customers are the assets to the company. They are the one bringing goodwill to the
organisation. The company IMPEX GLOBAL LOGISTICS PVT. LTD. knows how to
retain its customers in their company as 7 out of 15 clients have been working with
the company for about 10-15 years.

39
Question 2 – For which division of logistics activity you prefer this company the most?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
Sea freight 1 6.67

Air freight 2 13.33

Land transport 2 13.33

Warehouse 3 20

LCL consolidation 2 13.33

Door to door 2 13.33

consolidation

Buyer consolidation 3 20

3.5
3 3
3
2.5
2 2 2 2
2
1.5
1
1
0.5
0

INTERPRETATION

The customers prefer all the services on about at the same ratio. As warehouse and
buyer consolidation are the services preferred the most followed by air freight, land
transport, LCL consolidation, door to door consolidation.

40
Question 3 - Have you ever tried using the services of any other company of similar
nature over this company?

RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)

Yes 7 46.67

No 8 53.33

47% Yes
53% No

INTERPRETATION

Affective commitment is formed when a customer has positive feelings toward a

product or service provider. 7 out of 15 clients have never changed their preference
over this company while some has tried to.

41
Question 4 - Why do you prefer the company over the other organisation?

RESPONSE NO. OF PERCENTAGE

RESPONDENTS (%)

Cost efficient 4 26.67

Services 5 33.33

Customers’ needs 4 26.67

Any other 2 13.33

13%
27%
Cost efficient
Services
27% Customers’ needs
Any other

33%

INTERPRETATION

The company is preferred over other companies mostly because their services
provided by them, followed by cost efficient and to satisfy the customer’s needs.

42
Question 5 - Which division of logistics activity according to you is doing the best?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
Sea freight 1 6.67

Air freight 2 13.33

Land transport 3 20

Warehouse 3 20

LCL consolidation 2 13.33

Door to door consolidation 2 13.33

Buyer consolidation 2 13.33

3 3
3
2.5 2 2 2 2
2
1.5 1
1
0.5
0

INTERPRETATION

All the logistics divisional services provided according to the clients are doing
remarkably good. Land transport and warehouse are voted with 3 votes each followed
by air freight, and all the consolidations.

43
Question 6 - Is customer complaint given preference in the company?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
Yes 12 80

No 3 20

20%

Yes
No
80%

INTERPRETATION

Customer satisfaction plays an important role within your business. Not only is it the leading
indicator to measure customer loyalty, identify unhappy customers, reduce churn and
increase revenue; it is also a key point of differentiation that helps you to attract
new customers in competitive business environments. Impex Global Logistics Pvt. Ltd. Has
pays all their attention towards the customer satisfaction.

44
Question 7 - How does the organisation follow up to retain their customers?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
Phone calls 2 13.33

New intimation 4 26.67

Gifts 4 26.67

Emails 3 20

Other methods 2 13.33

13% 13%
Phone calls
New intimation
20%
Gifts
27%
Emails
Other methods

27%

INTERPRETATION

The company uses new intimation to customers and gifts the way most in order to retain their
customers. It is very important to follow up the costumers. New intimation to customers and
gifts are followed by phone calls, emails and so on.

45
Question 8 - Do they have a system of contacting customers after completing all the
formalities of an order, whether they have any complaint and to ascertain the level of
satisfaction the customer enjoyed?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
Yes 13 86.67

No 2 13.33

13
14

12

10

4 2

0
Yes No

INTERPRETATION

Customer satisfaction plays an important role within your business. Not only is it the leading
indicator to measure customer loyalty, identify unhappy customers, reduce churn and
increase revenue; it is also a key point of differentiation that helps you to attract
new customers in competitive business environments. Impex Global Logistics Pvt. Ltd. Has
paid all their attention as they follow up their customers regularly.

46
QUESTION 9 -Overall, how satisfied are you working for The Company?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
Satisfied 10 66.67

Neutral 3 20

Dissatisfied 2 13.33

13%

Satisfied
20% Neutral
Dissatisfied
67%

INTERPRETATION

10 out of 15 clients are satisfied, 3 being neutral and followed by 2 being dissatisfied,
and company will be doing their best do reduce this two to zero.

47
QUESTION 10 - Do you feel valued for your contributions?

RESPONSE NO. OF PERCENTAGE (%)

RESPONDENTS
Yes 13 86.67

No 2 13.33

13%

Yes
No

87%

INTERPRETATION

Customers are the one who bring goodwill to the company. 13 out of 15 feel that they
are valued for their contributions in the forms of suggestions or something.

48
 CHAPTER 7

FINDINGS AND INFERENCES

49
FINDINGS
-Decision making is excellent for organization with respect to other organization in the
industry.

-All the services provided by the organisation are preferred over each other on the
same ratio.

-Company pays full attention towards their customers and customer’s satisfaction is
a primary key.

-Pricing of the services are excellent, which the organisation has further enhanced
through proper management.

- Customers are the one who bring goodwill to the company and they totally feel that
they are valued for their contributions in the forms of suggestions or something.

- The company uses new intimation to customers and gifts the way most in order to
retain their customers. It is very important to follow up the costumers and the company
does so.

- All the logistics divisional services provided according to the clients are doing
remarkably good.

-Operation with other logistical providers should be given more preference to achieve
cost effectiveness.

50
-Effective commitment is formed when a customer has positive feelings toward a
product or service provider. Clients have never changed their preference over this
company while some has tried to but at the end has preferred the company over other.

-Rearrangement of employees may be a better solution. Downsizing of personnel in

the Finance and Accounts section and deploying them for the HR function separately
is recommended.

-The organization client handling, ease of service and customer service is having
remarkable difference from the industry standards. The main focus need to be on the
ease of website and employee efficiency.

51
CHAPTER 8

LIMITATIONS

52
LIMITATIONS

-The study was conducted in Delhi and confined to the freight division of the logistics
management.

-Most of the questionnaire answers were filled over internet email facility; therefore,
contact was through phone and emails.

-A few organisations did not publish the numerical values for the question especially
in sales turnover and other similar figures.

-Due to organizations security reasons documents like Bills, Warehouse Bills, could
not be gained.

-Time constraint

53
 CHAPTER 9

RECOMMENDATIONS AND CONCLUSION

54
RECOMMENDATIONS

i) Organization can further strengthen the employee strength in the

documentation department. This can lead to further rapidity for operations.

ii) Organization can initiate Human Resource Department to further enhance

employee motivation.

iii)This will have favourable impact for the operational as well as total
strengthening of organization.

iv)Rearrangement of employees for better enhancement of management.

55
CONCLUSION

The universe every day is witnessing unimaginable growth in majority of the

industries. The logistics and freight industry is one such industry that is rapidly
growing.
Worldwide logistics industry is distinguished by fast technological advances
and is growing rapidly than most other industries over the past years. With stiff
competition around, the company is likely to reduce the profitability but with
proper management of operations and by proper customer desired services,
and also effectively utilizing its alliances it can maintain and improve the
performance.

Impex Global Logistics Pvt Ltd. has come a long way from being just a
service provider. The organization now has the value of being an ultimate
service provider for Freight, Transportation, Cross-docking and Value Adding
as per customer needs. Coordinating the movement of supplies and materials
is now a globalized process. Today, the business sector uses logistics as a
term to describe the efficient flow and storage of goods from point of origin to
the point of consumption. The supply chain is a vital part of this process. A
proper supply chain may include transportation, shipping, receiving, storage,
and management of all or one of these functions. Logistics may also apply to
information, transportation, inventory, warehousing, material handling,
packaging, disposal, and security within the business sector.

56
CHAPTER 10

APPENDICES

57
QUESTIONNAIRE

As a part of my project I would like to gather some information from you which
will help me in an in-depth study of project. The Information provided by you
will be used for purely academic purpose only. I would be obliged if you co-
operate with me in filling the questionnaire.

Name:

Contact No:

Email ID:

Question 1 – For how many years have you been associated with IMPEX
GLOBAL LOGISTICS PVT. LTD.

2-5 years
5-10 years
10-15 years

Question 2 – For which division of logistics activity you prefer this company the
most?

Sea freight
Air freight
Land transport
Warehouse
LCL consolidation
Door to door consolidation
Buyer consolidation

Question 3 - Have you ever preferred any other company of similar nature over
this company?

Yes
No

58
Question 4 - Why do you prefer the company over the other organisation?
Cost efficient
Services
Customers’ needs
Any other

Question 5 - Which division of logistics activity according to you is doing the

best?

Sea freight
Air freight
Land transport
Warehouse
LCL consolidation
Door to door consolidation
Buyer consolidation

Question 6 - Is customer complaint given preference in the company?

Yes
No

Question 7 - How does the organisation follow up to retain their customers?

Phone calls
New services intimation to customers
Gifts
Emails
Other methods if any

Question 8 - Do they have a system of contacting customers after completing

all the formalities of an order, whether they have any complaint and to ascertain
the level of satisfaction the customer enjoyed?

Yes
No

59
QUESTION 9 -Overall, how satisfied are you working for The Company?

Satisfied
Neutral
Dissatisfied
QUESTION 10 - Do you feel valued for your contributions?
Yes
No

60
CHAPTER 11

BIBLIOGRAPHY

61
BIBLIOGRAPHY

Books

Lean Supply Chain and Logistics Management (1st Edition): Paul Myerson

Introduction to Logistics Systems Management (2nd Edition): Gianpaolo Ghiani,

Gilbert Laporte, Roberto Musmanno

Magazine

Logistics Management Magazine (Indian Edition), April 2007

http://impexlogistics.in/

https://www.techopedia.com/definition/13984/logistics-management

https://www.emerald.com/insight/content/doi/10.1108/09576059110143603/fu
ll/html

https://www.researchgate.net/topic/Logistics-Management

https://www.sciencedirect.com/science/article/abs/pii/S0925527317300622

62