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Domino’s India
 Domino’s Pizza India Limited (DPIL) is the master franchisee for India and Nepal from Domino’s Pizza International Inc., USA. It has master franchisee rights of Srilanka and Bangladesh.
How long has your Association with Gati been?
Our association with GATI for distribution has been for the last year and a half, but our overall association with GATI has been for the last 13 years.
What kind of logistics requirements do you have at Delhi?
We have a Logistics requirement for sending frozen foods, which have to be sent at a temperature of minus 18 degree Celsius and of refrigerated trucks in which food is sent at a temperature range of between 1 to 4 degrees Celsius. We have four commissaries (Regional Centralized Facilities) – Delhi, which serves the whole of North; Bangalore, which serves whole of South India; Kolkata for the Eastern region and in Mumbai, serving the whole of Western India. There are inter-commissary movements that are regularly required too. In the North, we make fifteen deliveries a month in stores in NCR and approximately ten deliveries a month to outstation stores, which are in excess of hundred in total. Also we make sure that we use reverse logistics to pick up material from the vendors to our central facility here.
How would you rate GATI’s quality of service?
At Domino’s we have a couple of parameters which we focus on – first, the approach of the team from the Logistics service provider and secondly the quality of the trucks to be used for distribution. On both these parameters, GATI has excelled. The team is very professional, and quality of refrigerated trucks is up to the mark.
Do you have requirement for customization of service?
Yes, being a food delivery requirement we have to deliver to our outlets across North India from this facility. There are some strict parameters in the form of requirement of strip curtains, putting loggers, no glass inside the box, absolute sanitation standards, besides following the safety norms and well trained drivers for these special deliveries. These had been communicated to GATI and they made sure they adhered to them.
Why did Domino’s choose Gati?
If you analyze the Indian logistics providers, you will find that the segment is still growing with few world class service providers. Our requirement for the distribution bit is refrigerated vehicles which must maintain temperature at a certain degree Celsius. GATI is a professional company and has an edge over the competition,
ready to work in solving our requirements and customizing services to meet our need. That is why we are with GATI.
What do you think is Gati’s strength over competition?
I believe their strength is having a professional team. Why I say this is because in India a lot of operators are in existence who lack the level of delivery and customer focus which is required in this business, which GATI has. Else just a fleet of trucks would also have sufficed, which in reality, does not.
Do you think Gati understands the customers business, markets and trends
and acts responsive to the requirement?
Yes they do. In fact we meet every year with the senior management team of GATI and give our feedback to them. We also discuss the dynamics, how the streamlining can happen. We also share our logistics business plans for the next two to three years. It has been a very transparent relationship with GATI.
How much would you rate GATI on a scale of 10?
I would give them around 8.5 to 9 out of 10.
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 LG India
How long has your association with GATI been?
Our association with GATI has been since 2003.
What has been your experience about their quality of service?
The quality of service, has improved multi fold and most importantly, they understand, what the customer actually need and mould their services accordingly. Ultimately (service is about) sufficing the customer’s needs.
What items does GATI ship from here?
GATI ships items as large and critical as the LCD panels, the CPTs, Compressors, sheet metal parts, smaller items also.
So at LG, you are happy with the services Gati is providing?
Yes we are happy with Gati. Nobody is perfect, there is opportunity to improve, so with GATI. But the advantage is that when issues are raised, they consider it and act on it.
In these years of association, has LG required any service customization?
Yes, Our business is of bulky, heavy parts, since we are into consumer durables. For example, we have asked for compressors not to be tilted beyond a certain angle. They have accordingly taken care, and we have not faced any issues .
What operations in Supply Chain does this facility have?
LG IL has around twenty million warranty customers across India, and LG IL is the best in customer service in the country. We have around thirty-nine service centers through which we deliver to around one thousand service providers. Here GATI plays a major role as a business logistics partner delivering shipment from the mother warehouse to the branches, from the branch warehouse for further delivery to the service partners. And for service, time is of essence, and GATI makes sure deadlines are met.
Advantages of being with GATI:
Yes, we feel that being one of the biggest service providers, the network and delivery points Gati has is a huge advantage. So an integrated and single point solution is what you get from GATI.
Why GATI?
As I discussed earlier, Gati is the biggest service provider in India, the expertise to customize the offering reach is an advantage and Gati is aware of the customer need and customizing their offerings. For example, when we raise any issue, which may be out of the way, they understand it and then also have implemented many a requirement in the IT systems.
Can you give us an example?
As a corporate business partner, if I send three hundred to five hundred shipments a day, it is virtually impossible to track them one-by-one. We did not want to do shipment tracking one-by-one. We wanted web tracking but also off-line
tracking in addition to multiple document tracking. Besides, we also asked for electronic billing, branch-wise bills and scanned PODs in a CD, and GATI fulfilled all these requirements and more.
After-word: I believe GATI is doing a remarkable work in delivery of ninety to ninety-five percent of shipments, including their strong rural reach, which is paramount to a company like LG. Big or small, for right material, right time and proper delivery, GATI has to be a partner. Mr. Agarwal has an experience of twenty five years in the Logistics and Supply Chain Management industry vertical.
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