The background of DTDC Worldwide Express

DTDC Worldwide Exhibit is a home and international express distribution company in India, proven in 1990 to focus on the international courier and cargo business. The company, popularly known by its acronym DTDC, has enjoyed strong growth from its inception. DTDC, India's major domestic delivery network company, provides 10 million parcels a month, 3700 locations in India, 240 international places, with over 13000 people and 16 years running a business. DTDC offers low charges for large parcels to India, USA, UK or any other destination worldwide. From Leh, Kalimpong, 24 Parganas to Seatle and Tokyo, DTDC offers services arraying from Local Express, Local Air Cargo, and Local Ground Exhibit to International Air Exhibit, International Economy Express and so many more services taking form. DTDC also gives solutions to surplus baggage. DTDC is most effective and price friendly courier company. DTDC provides to the remotest places in India by using 4000 business lovers spread over the period and breadth of India.

The company is maintained from its corporate and business hq at Bangalore. DTDC has national network through its regional Offices, located at Bangalore, Mumbai, Kolkata, New Delhi, Hyderabad, Chennai, Nagpur, Cochin and Pune.

1. 1 Procedure OF DTDC FRANCHISE

DTDC franchise was contained under the name Courier & Cargo Ltd. in 1990. Through its effective network of business companions, the courier services franchise has extended its network all over the united states with in 17 years. The products delivery services franchise, which includes the largest domestic delivery chain, was the first company to add franchising theory in the Indian courier industry.

With its headquarters at Bangalore, the courier services franchise provides 10, 000 pin code areas through its four zonal office buildings. The goods delivery services franchise has more than 4, 000 franchised stores and is recognized by 176 branch office buildings. The DTDC franchise has disperse its international network to provide the major global metropolitan areas as well. Which has a start of Rs. 500-Crore, the transportation services franchise is ready to endeavor further into the business.

With the release of the DTDC Shopping Net, the courier services franchise has made its existence thought in the domain name of internet shopping. Shortest possible travel time is exactly what the travel services franchise constantly assays to attain. Effective training is provided by the DTDC franchise to its employees and franchisees to be able to help them in conserving time in delivering goods devoid of making any bargain on quality benchmarks.


DTDC Franchise has put in place something of predetermined pin rules in order to help its franchisees in providing consignments rapidly. Each determined franchisee of the products delivery services franchise is designated to cover each pin code range. The overall performance of deliveries manufactured in the pin code ranges will be monitored immediately by the courier services franchise. The grade of its line-haul associations is improved consistently to achieve minimum transit times.

Transparency is made certain by the DTDC franchise in all its transactions. The products delivery services franchise ensures that customer driven service is proposed by its franchisees. Customer commitment is the placed goal of the courier services franchise. Franchisees are prompted by the DTDC franchise for adopting modern solutions and superior systems in order to ensure overly busy service.

Franchisees are decided on within an impartial manner by the DTDC franchise and they're then trained well in order to provide high quality reliable service to customers. The products delivery services franchise screens the work of all its franchisees and ensures that the trust placed in it by customers are duly came back.

The aim of the study is to learn the feasibility of implementation of Modern technology in DTDC franchisees in small towns & rural retailers. The retailers in towns and rural areas aren't computerized and everything is performed manually.


To investigate the impact from it in DTDC Franchisees in small cities and rural areas.

To train the neighborhood staff at these specific outlets.

To consider the costs incurred in execution of Information systems.

To provide recommendations about the successful execution of Technology in these underdeveloped areas.

3. Books REVIEW:

It is clear from the above purpose that the research is focused on the feasibility of execution of information systems for the rural shops of DTDC Franchisees. "Information Systems (IS) are systems that provide information service. To do so they must acquire information and store, access, transform, copy and process information in order to produce the required information service" (Langefors, 1976). Corresponding to Laudon & Laudon (2002) an information system can provide companies a competitive advantage by producing data for finely tunes sales and marketing techniques. Systems at first intended to be proper frequently become tools for survival, required by every organization to stay in business, or they could inhibit organizations from making the strategic changes essential for the future success (Eardley, Avison, Powell, 1997). On the main one hand, it is important to align information technology to the business enterprise plan, to the firm's business techniques, and the mature management's strategic business plans. It is in the end to serve the business. Alternatively these business plans, processes, and management strategy all is quite obsolete or incompatible with envisioned technology. In such instances, managers will need to change the organization to fit the technology or even to adjust both group and the technology to achieve an ideal "fit".

Couger and Zawacki (1980) reported that Information systems specialists regularly demonstrated a higher need for continuous challenge but a lesser need for interpersonal associations than other professional groupings. While such information and communication systems development facilitates the integration, the realization of the potential requires that these systems are effectively been able (Bob Ritchie et al (1998)). There is hence an important practical responsibility for overall planning, development, co-ordination and maintenance of the systems. This relates not and then computer facilities and software but to the overall management of organizational data and information moves, to system security and the training and support of users. The primary purpose of any information system must be to provide an effective and successful support service to all its users.

Organizations usually change their systems as a result of external stresses and also to exploit opportunities within systems planning process. Regarding to Cashmore and Lyall, (1991) an information system should be as adaptable as possible such that it can meet the changing needs of the business, the author also argues upon this by saying a system with the capacity of adaptation cannot be tailored specifically to the present needs of the business. To be able to manage up with rapid change in technology the information system should be modified so that it can suit the organisation at various periods.

According to Bob Ritchie et al (1998), management must also consider the human aspect. To a certain extent, if a conventional manual system is usually to be partly or wholly computerized by using a 'parallel run' strategy, the problem is that the organization will be asked to continue the occupation of the personnel that are finally to be changed by something. This gives surge to real problems of security and desire. Alternatively, if there is no existing system, the business will have to recruit and teach the relevant staff. This may be on a momentary basis to run a manual back-up system through the period testing, or it could be planned as a long lasting addition to staffing. Working out issue becomes far more severe if the organization intends direct execution than parallel run because, in the last mentioned case, there is time to level in the system and to coach the staff. Parallel working also enables the business to screen the performance of new system more effectively also to produce more relevant data about the comparative great things about the system.

Curtis (2002) identifies that information produced for business has an expense and this cost is associated with collection, handling and storage area which incurs while producing information personally or by using a computer system. Curtis (2002) also says that in order to justify the price, the information should have some value and this value are available out in better decision making in virtually any useful area.

Harry, (2001) describes two management buildings: Horizontal this means what managers do reaches the same level of power but at different sections of the complete management process, Vertical which says that what mangers do is supposed to relate directly to their degree of specialist within the organisation. Laudon and Laudon (1991) claims that business organisations organize the work of employees via a hierarchy which is normally composed of senior level, middle level management and lower level staff categorised as as knowledge and data staff. This points out that managers within an organisation are required to continuously seek and then quickly process large amounts of information, they also spend lots of time communicating this information with other managers at different levels both outside and inside the company.

The research will review all the levels of the target organisation remember everything above which is directly or indirectly related to information systems within an organisation. It will assess the way the users at different degree of organisation interact with information systems in order to fulfil the type of information required. Carrying this out the study will analyse what benefits a company can get from the utilization of information systems.


4. 1 Research philosophy

Saunders et al (2003) says that a research is divided in two extensive categories specifically Qualitative Research and Quantitative Research. Qualitative Research handles distinctions based on quality and Quantitative Research entails considering amount or size. Relating to Bouma and Atkinson (1995) qualitative research is more intuitive, subjective, and deep whereas quantitative research is organized, logical, measured, and vast.

While undertaking the component the researcher explored his learning style by undertaking the learning style assessment created by Kolb and McCarthy (1984). Starting this exercise assessed researcher's style as a Diverger which can be categorized as Interpretivists (Make reference to Appendix- 4 Learning style Evaluation result). This means that that the researcher has a strong opinion in understanding the perceptions of others and explore how people give importance to a particular part of their daily lives (Berg, 2001).

In interpretivism (constructionism), the people not only interact with their environment, nonetheless they also make sense of it and interpret and create meanings that people infer of their experiences. The concentrate should be on what people, individually and collectively, are planning and build interpretations of specific /group experience. Qualitative data that delivers true insight into the individual's interpretation to its environment is considered valid. (Easterby- Smith et al, 2004).

The learning style of the researcher fits with two methods found in this research; Interviews & Emphasis Groups which are going to be applied during investigating the topic area. The research deals with focusing on how information systems helps the personnel of courier company to provide overly busy service, and to be able to analyse this, people who use information systems would be the most accurate people who is able to narrate their experience while making use of information systems. The methods used by the researcher provides direction to the research topic investigated as it justifies respondent's viewpoint about information systems.

Induction and Deduction are the two ways for building what is right or what is wrong also to draw conclusions out of it (Ghauri and Gronhaug, 2005). Ghauri and Gronhaug, (2005) says that induction is dependant on empirical evidence whereas deduction is dependant on logic. The study combines both of them and aims at producing a research process that moves from observation-findings and theory building, and at the same time the research will build hypotheses from the prevailing literature which is often empirically examined and can be accepted or turned down.

Merton, (1967);Chalmers, (1982);Bryman and Bell, (2003); Ghauri and Gronhaug, (2005) argues that while carrying out a deductive approach the primary job of the researcher is not only to construct hypotheses from existing literature but also to present them in functional terms, to show how information can be collected to check the hypotheses and the ideas being used. Although researcher assessed his learning style as an assimilator, still the researcher is aimed at using deductive approach by doing survey because to be able to analyse the hypotheses collection of quantitative data is required for empirical assessment.

4. 2 Triangulation research method

The researcher will choose the triangulation approach to data collection which includes been articulated by Silverman (2005) as a way of being truthful


Figure : Triangulation method of data collection

Validity would also be ensured while building the questionnaire by adapting it from the available sources of marketing questionnaire in the posted resources. Piloting of the questionnaire and the utilization of SPSS for the evaluation of the data would also ensure the factor of validity in this research.

The researcher needs to explore different ways of research and is aimed at using triangulation strategy by using multiple research methods. The research employs focus groupings, interviews and questionnaire study, each method targets the subject area and endeavors to connect each ways of research. Goetz and LeCompte (1984) say's that triangulation methodology is a means to refine, broaden and fortify the conceptual linkages with the topic being investigated. Regarding to Berg (2001) "the utilization of multiple design strategies and theories increases the depth of understanding an investigation can deliver".

4. 3 Technique conclusion

The research can be applied inductive and deductive solutions and employs three methods forming triangulation, that will fortify the weaknesses which sits in several types of methods being followed in this research. The researcher practices positivists procedure and phenomenological approach towards the study in order to assemble information which will compliment the several methods used in this research (refer to Philosophical Table in Appendix 1).


Research strategy is an over-all intend to answer the research question Saunders et al (2003). Though there are different research strategies however the researcher will take up the triangulation of methods for collecting and verifying data. This includes literature review, focus group interview and questionnaire.

5. 1 Questionnaire:

5. 1. 1 Design of questionnaire

According to researcher the look of the questionnaire is going to depend on the quantity and quality of questions. The questionnaire will probably include:

Simple direct questions needing respondents to tick one pack only.

Questions on the Likert size using five responses with the central response being natural.

Rank centered questions.

Open ended questions requesting respondent if they wish to add any comment, either positive or negative.

While developing the questionnaire care is likely to be given by the researcher taking into consideration the positive or negative viewpoints of the respondents so that respondents could exhibit the views whichever they feel is best suited. Furthermore, the questions will be designed in a manner that it does not effect the feelings or personal things of the respondents and the dialect of the questionnaire will be held simple and correct.

The research will target high level and field level staff of DTDC Franchisee who use information system in order to get useable information from it. In this particular research purposive sampling is suitable because the data has been selected from only those who make use of information systems for daily decision making and communication purpose. Relating to Denscombe (2003) purposive sampling is applied in situations where researcher already is aware of the people they're targeting, and deliberately selects them because they are the people who are likely to produce most valuable data. The primary reason for choosing purposive sampling is the fact that it will help the researcher to trust on the group of men and women selected on the floor that the data provided is likely to be critical for the study.

According to Bickman and Rog (1998) sampling body is the operational definition of the population, which clarifies the group about that your researcher can sensibly speak. The researcher aims at using two sample frames each representing middle level employees and high level employees.

5. 2 Interviews

5. 2. 1 Case Selection

The researcher proposes to work with interviews for collecting qualitative data. Interviews will be conducted with individuals who are suitable and who can offer relevant data regarding the research issue, therefore middle level professionals and higher level professionals are being targeted because they're the people who explicitly make use information systems. Doing interviews can help the researcher to comprehend the perception of men and women about information systems and exactly how it makes life easier for managers for executing business.

5. 2. 2 Interview Preparation

The researcher seeks to make use of semi-structured interviews because of there flexibility to retain a crucial awareness of what's being said and explore some issues in increased depth instead of sticking to a spot like organised interviews (Allan and Skinner, 1991). The questions will include both set and open response questions so the research conclusions are properly explained by the interviewee and up to the researchers view point. The semi-structured interview method can help the researcher to get reaction to the primary research question and also to get wide justification about and around the investigating topic.

5. 3 Focus Groups

The researcher will also carry out focus categories on a particular theme of subject material in order to get a perception about a particular group of people. According to Bickman and Rog (1998) as explained by Stewart and Shamdasani (1992) concentration group involves a group discussion on a topic that is the concentration of the talk. The researcher needs to use this method since it has the good thing about getting quick and collective data from a group of people. The available response format of target group can help the researcher to communicate directly with the respondents and there's a room for clarification and probing of replies as well as follow-up questions.


There is a sequential way through which the research is likely to be carried out which includes been explained with the aid of a job plan (See Appendix 3). Corresponding to Taylor (2005), "developing a project plan has been discovered as one critical factor for task success". It has been predicted that the research is going to take almost 5 a few months of energy.

The job plan comprises the period where the lively plan is suggested and the critical pathways which are indicated in red blocks which cannot be delayed. These time periods have been recognized and retained clear. They also needs to provide some break in the action points within the research, which might well aid representation of current work at this point.


7. 1 Researcher's Background

The researcher is a graduate in Consumer electronics & Communications Executive from Maheshwara Institute of Technology, India, and at present pursuing MBA (Masters of Business Supervision) from Liverpool John Moores University. The research subject was picked by the researcher because of his experience of managing the DTDC Franchisee at his devote Adilabad, India. His dad is the branch administrator of the Franchisee

7. 2 Suitability for Researcher's position for research

The researcher happens to be engaged in a part-time just work at Cineworld Cinemas Border Street, working as a multifunctional staff. The researcher has the access to the data required for research as the franchisee is monitored by his daddy. Another added gain is that the researcher has managed this franchise for almost a year that will enable him to carry out the research effectively.

7. 3 Originality

As explained in books review the topic area under inspection is not a new theme for research but it is a very important subject for DTDC Franchise especially in small towns and rural stores as use of information systems is a way to obtain sustainable competitive advantage. The positivist side of researcher wishes to research whether there is a quantitative link between people's interest towards using information systems and exactly how it can help businesses. The researcher is also following an ethnographical method of try to understand detailed belief of users towards information systems and relate it to statistical data achieved from questionnaires.


According to the researcher the study includes some other issues as well during the process amount of the research which can affect the research. There is an living of some ethical issues which may arise during the research.

8. 1 Ethical Issues

8. 1. 1 Informed Consent

"The perception of Informed Consent is one which has heaved its at once a number of occasions whilst devising the research methods". Regarding to Miller & Boulton (2007), knowledgeable consent is a thought which attempts to capture and convey what is regarded as the correct romance between researcher and research participant. "This is of educated consent have traditionally emphasised esteem for autonomy and the right to self-determination of the average person". However, the meaning of educated consent and the prices which it is situated are grounded in world and the practicalities of public romantic relationships. Informed Consent is important in both the quantitative and qualitative methods within the analysis.

The researcher and the respondents show a professional romantic relationship in this research and therefore it is needed to help make the respondents understand the targets of the research, which collecting information from them won't harm them or hamper their position in the company. Also the respondents might feel insecure that the info about the organisation might be divulged to their competitors and avoid this only the researcher has usage of all the information gathered, and the information obtained will be demolished abiding by Market Research Modern culture [MRS] (MRS, 2005) guidelines as soon as the research is over. The respondents may also be up to date about the interviews and focus groups timings in order to take time of their busy schedule and also the questionnaire information provided by them will be placed confidential.


The target people is this research is that of higher level and field level staff of the organisation and therefore it is going to be important to repair the right time for interview and concentrate groups as most of the time they'll be busy with standard work. Officers will be educated beforehand about interviews and emphasis groups; also if they feel they don't really want to take part in this, these are free to withdraw there titles out of this at any level. Respondents will also be informed that survey results are going to be private and everything collected will be damaged following the research is over.

8. 3 Research limitations

8. 3. 1 Target group limitations

According to Saunders et al (2003), there are some general constraints in the study process which might are present with the concentrate groups. Proper do of focus group is a restriction to the research because all the participants are more impressive range representatives of the organisation and most of the time they are simply busy with recognized work, and therefore it's difficult to assemble all of them at the same time. In order to deal up with this, emphasis group would be placed on the weekend i. e. either on Sunday or Sunday because the businesses during weekends closes early and so the participants can take part in the Concentration group after work.


9. 1 Interview procedure

Week before the interview, the interviewee will get a hard outlay of the interview with associated documents included. This is to permit the interviewee to fully understand the questions and be prepared with the mandatory answers. Also, a brief Informed Consent will get to sign to give the consent to avoid any legal or moral issues.

The purpose of the interview will be prepared prior interview and format of the job will be conveyed.

The researcher will notify the interviewee that the interview will be noted and it will be kept confidential.

The interviewee will hold the possibility to stop the interview at any time and the taking could be demolished in accordance with the principle of Informed Consent.

The interviewee will be educated about any observations made at the end of the interview. All interviews will be registered for later analysis on Nvivo.

The interviewee would be able to read the last research record only the question.

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