1. DHL International: Ambitious Competitor in Global Logistics Services
蔡明芬 Coco
邱珩茵 Kate
林奕慧 Fanny
林孟宣 Really
2011/03/17(四)

2. Outline Background Global Positioning
The Importance of the U.S. Market for DHL
Challenges in the U.S. Market
Q&A

3. Background Founder: Adrian Dalsey, Larry Hillbolm, and Robert Lynn
Cross-border:
Linking 120,000 destinations in more than
220 countries and territories
Owned:
Part of German company Deutsche Post World Net
Revenue:
The Group generated revenue of more than 51 billion euros in 2010.
Adrian Dalsey, Larry Hillbolm, and Robert Lynn founded DHL as a door-to door express service in San Francisco in 1969.
The business evolving into a cross border express delivery group linking 120,000 destinations in more than
220 countries and territories
Until now, it is owned by German company Deutsche Post World Net
offering express services, international air and ocean freight, contract logistics, and value-added services.
The Group generated revenue of more than 51 billion euros in 2010.
DHL透過超過220個國家地區與12萬個目的地（主要郵區）的網絡，為企業與個人客戶提供國際快遞服務。無論是文件或包裹、Same Day、限時服務或限日服務，DHL Express均具備能滿足您需求的服務選擇。
Presenter: 蔡明芬

4. DHL’s Global Supply Chain & Logistics Industry
Aim:
Driving sustainable competitive advantage for customers by getting their products to market faster and more efficiently.
Providing a range of industry-specific solutions.
Using our industry and supply chain expertise to turn complex customer requirements into flexible solutions which meet customer challenges head- on.
Delivering consistently excellent operations.
Other logistic service providers, such as UPS and FedEx, have emerged to organize, coordinate, and control supply chains through technological advancements and a global presence.
There firms developed global networks of offices and warehouses, acquired trucks and aircrafts, and invested in extensive information tracking systems.

5. DHL’s Global Supply Chain & Logistics Industry
Trend:
Globalization, deregulation, digitization, and outsourcing.

6. Definitions What is Supply Chain Management (SCM) and Logistics?
SCM provides solutions for the re- engineering and management of global supply chains.
Logistics is the management of the transportation of the resources used for the final product.
SCM provides solutions for the re-engineering and management of global supply chains -- from supplier through manufacturer, distributor, dealer, and/or the end consumer.
Logistics is the management of the transportation of the resources used for the final product.

7. DHL’s Internationalization
1971
Philippine
1972
Japan, Hong Kong, Singapore, and Australia
1973
Europe and Middle East and Africa
1980s
China and Eastern European countries
1985 ~
1995
Brussels, Cincinnati, and Manila
1971 Entered the international express area in Philippine.
1972 Start to service in Japan, Hong Kong, Singapore, and Australia.
DHL expanded into Europe
Enter China through an agency agreement with Sinotrans and later made Joint Venture with Sinotrans in1986he
Also the first company to offer international air express services to Eastern European countries
1985~1995 Established hub operations in Brussels, Cincinnati, and Manila
2002
Sinotrans is one of the largest liner shipping company in Asia
1980s t
以支援整體集團業務的內部服務集中管理，包括財務營運、資訊技術與採購服務。此合併營運模式讓我們增加業務彈性、改善服務品質與善用規模經濟和成本效益的優點。

8. DHL’s Brands DHL Exel Supply Chain DHL Express DHL Freight
DHL Global Forwarding
DHL Global Mail
DHL Exel Supply Chain
DHL Express
DHL Freight DHL Freight is one of the largest freight forwarders in the European overland transportation business,
offering flexible, individualized solutions to our customers. We operate national and international full-truck-
load and less-than-truck-load services, via road, rail or intermodal transportation. Our comprehensive
customs brokerage services ensure smooth cross-border shipments.
DHL Global Forwarding DHL Global Forwarding is the global leader in the air and ocean freight markets. We transport goods and
merchandise to an agreed destination, at a customer specific agreed delivery time and price, providing
customized solutions for major logistics projects, as well as comprehensive customs services.
DHL Global Mail

9. Global Positioning of DHL
The comparison with other famous logistics
DHL
FedEX
UPS
Founded
1969
1971
1907
Employees
500,000 (2009)
280,000+ (2009)
408,000（2009）
distributor
Plenty
(7-11)
Less
(Family Market)
Presenter: 邱珩茵

11. Global Positioning of DHL
DHL stands 35% share of the international express segment in the Asia Pacific region.
DHL is the market leader in Japan & China.
In 2005, DHL Express invests €120 million in Indian domestic courier Blue Dart and becomes the majority shareholder in the company.

12. The Importance of the U.S. Market for DHL
North American express market had nearly half the worldwide total with highly attractive margin, $46.9 billion in 2004.
In 2004, 20% of DHL express volumes flowed into the U.S.
Presenter: 林奕慧

13. The Importance of the U.S. Market for DHL
The courier service market in the U.S.
-e.g. the U.S. Postal Service
The U.S. Postal Service and FedEx continue to broaden their range of service business
DHL is the market leader of logistics in the U.S.

14. Challenges in the U.S. Market
Presenter: 林孟宣

15. Challenges
Parcel market in the U.S. is shifting toward Ground transport.
Delivery delays that resulted by the construction problem.
高油價不空運
兩主要中心建設拖延造成運送拖延
弄丟ABN東西導致ABN宣布與FEDex合作

16. Challenges
The significant problem of losing a computer tape which contained private information of ABN AMRO (Bank).
The attacks from FedEx and UPS.

17. Strategies
Spend 150 million dollars in an identity rollout with a new logo.
Repaint trucks
Purchase new uniforms
Paint service centers
Replace drop boxes
Create new packaging and etc.

18. Q&A
Q1-1:
DHL is integrating international express and logistic services.
What value-added services does DHL provide?
A: Insurance, packaging, shipment preparation, remote area service, etc
DHL Taiwan | Express | Optional Services
Optional Services – Enhanced Shipping Choices
In addition to the standard DHL Express liability, we provide financial protection to our customers against all risks of physical shipment loss or damage, from any external cause.
+Insurance
DHL offers a breadth of optional services – from Saturday Delivery to carbon neutral transportation. With a flexible choice of service enhancements, you get extra convenience when using our express transportation services worldwide.
DHL Express offers its customers standard DHL-branded packaging items such as envelopes, boxes, and flyers.A payable range of standard DHL-branded packaging is also available to our customers, such as larger boxes, ideal for sending heavier goods.
+Packaging
If you would like to know more about packaging and materials, please contact your DHL Sales Representative or Customer Service
Packaging Advice
Visit DHL Packaging Information
DHL Express offers a range of industry packaging for specialized customer needs, such as Thermo-Controlled Packaging for sending diagnostic specimens. When required, dry ice supplies are also available in most countries.
Are you a seasonal or irregular shipper? If so, we offer a convenient and on-demand service for shipment volumes that require short-term extra resources for their preparation. DHL Express manages the process of waybill preparation, content selection, labeling and paperwork, and then sends the parcels to the addresses provided.
+Shipment Preparation
DHL Express has a service to satisfy shipments of all shapes and sizes. When your shipment is overweight, is outside of accepted dimensions, or requires dedicated handling due to its contents, please contact your local DHL Express office for advice.
+Non-Standard Shipments
For sending express shipments, DHL Express is certified in certain classes of Dangerous Goods in accordance with IATA and ADR regulations.
+Dangerous Goods
Read more about Dangerous Goods
Not enough hours in the day? DHL Express offers a number of pickup and delivery options for when the business day just isn’t long enough. Whether it’s outside of normal business hours, a pickup from or delivery to a remote address, your local DHL Express office will be able to find a solution.
+Non-Standard Pickups & Deliveries
When you need extra peace of mind that your shipment has been delivered, DHL Express can provide a proactive confirmation by fax, , phone or SMS, whichever is more convenient for you.
+Delivery Notification
When the Receiver is not at the address given on the waybill, we will arrange for repeat delivery attempts until the shipment is successfully delivered for you.
+Repeat Delivery Attempt
If you need to send a parcel to a remote address anywhere in the world, DHL Express will meet the challenge. Thanks to our extensive network, we can help you reach customers and suppliers even in rural or difficult to access locations.
+Remote Area Service
We at DHL Express are committed to providing our customers with the best delivery network, which is why we are continuing to offer coverage to more parts of the world than any other company. However, due to the high degree of inaccessibility of some locations, additional costs are incurred.
Rest assured that our charges remain fair and reasonable - they are lower than those of our major competitors. With DHL's vast network and infrastructure, it is also good to know that less than 2% of our shipments are currently delivered to remote locations.
Effective from September 1st, 2009, the charge will be NTD10 per kg with a minimum NTD750 per shipment sent from Taiwan to remote locations. Shipments to or from remote areas within Taiwan will be also subject to these charges.
Search for Remote Areas now
+Hold for Collection
At times, it can be much easier to have your customer collect shipments from a DHL Express facility, rather than attempt a delivery to an uncertain address. Simply request the option at the time of booking and our Customer Service staff at destination will notify the recipient when the shipment is ready to collect.
GOGREEN is an all-inclusive carbon neutral transportation service available for account customers. It comprises the calculation of CO2 of every shipment, the offsetting of CO2 emissions through DHL’s Carbon Management function, and the annual certification CO2 offsetting by an external third party.
+GoGreen
Read more about GoGreen+Storage
If you have a DHL shipment that cannot be delivered to your customer for an unexpected reason, DHL Express can arrange to hold the shipment for up to 7 calendar days (meaning 5 for working) free of charge.
DHL Express offers its customers flexible payment and billing options for shipment transport charges, duties and taxes. This flexibility gives the freedom to invoice the Sender, Receiver or Third Party.
+Payment & Billing Options
An Import Express billing account allows you to control all of your inbound shipments through a single account number with all shipments shown on just one single invoice.
Import Express
Read more about our Import ServicesDuties & Taxes Paid
This service allows duties and taxes to be charged to the Sender or nominated third party. We will clear the shipment at destination, pay customs charges, and invoice the duties and taxes to the account specified on the waybill. This enables the Sender to sell goods on an all-inclusive price basis. DHL Express then invoices the Sender for the administration of this service as well as the duties and taxes incurred at destination.
Neutral Delivery allows the Sender to send a dutiable shipment to the Receiver, with the duties and taxes invoiced to a third party or importer of record. To maintain confidentiality for the Sender, the shipment documentation doesn’t reveal the value of the goods to the Receiver.
Neutral Delivery

19. Q1-2:
How do the services tie in to an organization’s value chain activities?
A: Faster but more expensive

20. Q1-3:
Can you anticipate changes to the supply chain that would further alter the express and logistics industry?
A: No contact the recipient before delivering
packages

21. Q&A Q2-1: Who are the target clients for a company like DHL?
A: international students, trading firm, an importer/exporter and international company, etc
What factors would influence the customer to choose a particular express courier and logistics provider?

22. Q&A Q2-2: A: Distributor service deliver time Reliable Convenient
What factors would influence the customer to choose a particular express courier and logistics provider? A:
Distributor
service
deliver time
Reliable
Convenient
Reputation
Price
Commercial
Experience

23. Q&A Do you feel that DHL’s current strategies will be successful? Q3:
What would you recommend to DHL for changing its position in the United States?
Do you feel that DHL’s current strategies will be successful?

24. Q&A
Q4:
It appears that DHL needs to focus on improved customer satisfaction through better service quality and a more customer-friendly workforce. In this increasingly competitive industry, personalized service and investment in a trained sales force seems to be a critical in attracting clients. Would customers in the U.S. be willing to risk critical shipping activities to a fledgling operation? Will patience run out for a parent company Deutsche Post?

25. References
tw/%E8%81%94%E9%82%A6%E5%BF%AB%E9%8 0%92%E5%85%AC%E5%8F%B8
tw/%E5%9B%BD%E5%A4%96%E7%89%A9%E6%B 5%81%E5%8F%91%E5%B1%95%E5%8F%B2

26. Thanks for
your listening