The strength of the Indian economy lies in its diversity. India remains one of the mostchallenging and at the same time an opportunity laden country of the world. Our diversitywill work to make economic progress becoming more competitive technology-focused andmore collaborative as good corporate citizens and individuals.
Over the past year we have witnessed a subdued economic environment and reducedconsumer spending; however I remain positive and confident about the future of yourcompany and its extremely dedicated people.
It has been a challenging year however I am pleased to inform you that your companyhas fought hard by maintaining a clear focus on the brand's core values operationalefficiencies customer centricity employee satisfaction the environment and maintainedits market leadership. Your Company posted Rs. 13957 Lakhs profit after tax for the yearended March 31 2017. Income from operations for the year ended March 31 2017 was Rs.268087 Lakhs. Your Company carried over 1841.49 Lakhs domestic shipments and over 9.12Lakhs international shipments weighing more than 641284 tonnes during the financial yearended March 31 2017. The Board of Directors of your Company has recommended a Dividend ofRs. 15/- (Rupees Fifteen Only) per equity share each for the year ended March 31 2017subject to necessary approval by the members in the ensuing Annual General Meeting.
Your Company is a trusted super brand and contributes significantly to the economy as atrade facilitator of Indian businesses building stronger industry growth through ourunique infrastructure in aviation and road networks. Its key differentiators continue tobe extensive reach late pick-up/early delivery reliability security trackingvisibility across the complete delivery chain with APIs SMS pre-alerts and strongtechnology; a service completely centred on the customer. Your Company has ambitious goalsto raise the bar and differentiate itself as the most efficient the quality leader andthe most customer-centric. As one team we translate our strategic goals into tangibleactions. We energise and enable our people to set new standards.
Respect and Results remain values for everyone in the organization. We focus on ourcore activities to achieve industry leading performance. We connect across theorganization to achieve quality and service excellence and we continue to grow by findingand capturing new opportunities.
I am happy to inform you that your Company won two much sought-after and prestigiousglobal recognitions from the CEO Deutsche Post DHL. The CEO Awards for HumanResources (2016) and Living Responsibility (2017) were received in recognition of theoutstanding achievements and dedication to Strategy 2020.
Your Company offers customers complete end-to-end supply chain solutions. We haveinnovated for the industry in terms of deploying automation in the first mile/last mile& reverse logistics. Today your Company works with all leading e-tailing playersthrough its best-in-class highly differentiated last-mile delivery offering andvalue-added services. Cash-on-Delivery (COD) Card (Debit/Credit) on Delivery OTM (On theMove) hand held devices MPOS (Mobile Point of Sale) integration with Mobile Wallets SMSalerts late pick-up and early delivery 24x7 real time tracking Parcel Lockers ParcelShops Mobile Service Centres Smart Truck etc. all innovations for the industry. It willcontinue to do its part to position the brand for stronger leadership and growth in theyear ahead.
With a fleet of six Boeing 757 freighters Blue Dart offers a revenue payload of over425 tonnes per night; while a strong network of over 9400 vehicles meet deliveryschedules of shipments to their destination. Blue Dart facilities across India include 7aviation hubs and bonded warehouses 13 domestic hubs 85 ground hubs and over 10000committed and talented employees. Your company delivers to over 35000 locations in Indiaby Blue Dart and to over 220 countries and territories worldwide through its groupcompany DHL Express. Like every modern enterprise Blue Dart too has tapped into thedigital space. Its official Facebook Twitter Google+ and YouTube pages reach anextensive audience base and are rapidly gathering followers. Our presence on social mediahas fetched us significant advantages like
Improved Market Intelligence Quick Complaint Resolution Increased Brand Awareness andReach Instant Feedback and Suggestions on our Products and Services Increased CustomerEngagement leading to higher Involvement and Retention thereby increasing our proximitywith our customers and improving Blue Dart's Affinity. All this validates our insanelyCustomer-Centric culture.
To provide further traction and strengthen the brand focus campaign I Love MyBlue Dart launched last year to re-focus on the company's exceptionallycustomer-centric culture a war-cry Let our brand shine' campaign wasannounced to motivate our people to don the hat as Brand Ambassadors and passionatelyguard the brand reputation and image. It is important that every single Blue Darter isempowered to ensure that each Blue Dart customer touch-point in the country includingstores every vehicle glow signage and people grooming is at its best at all times. OnJanuary 2 2017 your company introduced the I Love My Blue Dart' Wall to give allstakeholders an opportunity to "Express their Love" for the brand and voicetheir emotions on the great wall at the Blue Dart headquarters in Mumbai. Don't miss ashort clip of this momentous event click on the QR code on the cover of your AnnualReport.
Your Company has continuously focused on customers and key accounts built a strongFirst Choice methodology and Net Promoter Approach. Blue Dart's Customer SatisfactionIndex has increased significantly over the previous round by 18%.
Your Company has leveraged the Net Promoters Approach (NPA) tool to measure CustomerLoyalty for "Customer Experience and Advocacy". Touch points are also assessedthrough NPA. The overall
Net Promoter Score has moved from 68.46% in 2016 to 77.62% in
2017. The number of cities under the ambit of NPA has been increased to 14 cities inBlue Dart Country.
Blue Points Amazing Returns the award winning and arguably the most successfulloyalty program runs across all industry verticals enabling nurturing growing andbuilding strong customer relationships. Details of our service and social initiatives havebeen presented in detail in the Management Discussion & Analysis BusinessResponsibility
Report and Sustainability Update sections of this report.
Blue Dart is optimistic about the growth of select sectors like life sciences andhealthcare consumer durables banking & financial services computer/IT etc. whichare largely domestic consumption-driven. The company will continue its focus on productinnovation and service enhancements. The SME sector is also a good avenue for growth andBlue Dart has been extensively partnering the sector in their growth through customizedproducts and solutions and increased connectivity to markets.
Your Company also continued to invest in improving its reach footprint across Tier IIIII and IV markets. During the year your Company improved its reach in line with itsrenewed focus on an inclusive India which we believe will drive business going forward.Blue Dart has steered through successfully with a clear focus on fundamentals likeQuality Consistency Reliability Passion and Commitment. Blue Dart's goal is to remain aProvider Employer and Investment of Choice through responsible business practice and abalanced approach. Blue Dart has consistently outperformed the Sensex by increasing thestakeholder value by 14 times since 2005. During the year several strategic andstructured personal development and organizational effectiveness measures were undertaken.When it comes to managing talent Blue Dart has always taken the front seat.
Almost 97% of the senior management team are home grown and from the ranks avery rare phenomenon today in most organizations. In view of the strong brand equitymarket leadership position and best people practices the company attracts talentedprospective employees.
The employee morale motivation and satisfaction were high. The mean satisfaction scorefor the year recorded a high score of 94.6% improving from previous year's score of 94.2%.Special emphasis was laid on performance management competency development strengtheningof the leadership pipeline employee wellness and well-being work-life balanceinitiatives and communications.
Blue Dart places a premium on and remains committed to good Corporate Governancealigned to the best corporate practices. Strong Corporate Governance has always been anintegral part of the Company's business philosophy. Building community trust throughresponsible and sustainable management of its business is an indispensable part of BlueDart. The Company is committed to its Living Responsibility motto. Living Responsibilityor in common parlance Corporate Responsibility' is a core element of Blue Dart'scorporate strategy.
Your Company (along with DPDHL group) focuses its corporate responsibility onenvironmental protection (GoGreen) disaster management (GoHelp) and championing education(GoTeach). It is also one of the most admired companies being recognised as a BusinessSuperbrand for the 10th consecutive year Reader's Digest Trusted Brand for the 11thconsecutive year and ranked 17th amongst top 50 Best companies to Work for in India2016' by Great Place to Work Institute India.
The rising volatility and uncertainty due to the economic turbulence will continue toaffect the industry and the company in this fiscal too hence it is essential to stayaligned and focused on fighting costs growing quality revenue and enhancing servicequality. I would like to inform you that Air Marshal M. McMahon (Retd). has joined as anIndependent Director on the Blue Dart Board of Directors. He comes with a enormousexperience in the Aviation industry and was previously commissioned as a fighter pilot andserved in the IAF for 42 years. Please join me in welcoming him. Let me take thisopportunity to thank you all our investors and shareholders for your confidence in usand Blue Darters for your passion dedication and for committing your talent and tenacityto the company's success. Thank you for your significant contribution I count on you foryour continued and whole hearted support and commitment as always.
| ||Warm regards |
|Mumbai ||Sharad Upasani |
|May 22 2017 ||Chairman |