DHL International

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2011/03/17() 1


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Background

Global Positioning

The Importance of the U.S. Market for DHL

Challenges in the U.S. Market

Q&A

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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.

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Aim: Driving sustainable competitive advantage for

customers by getting their products to marketfaster and more efficiently.

Providing a range of industry-specific solutions.

Using our industry and supply chain expertise toturn complex customer requirements into flexible

solutions which meet customer challenges head-on.

Delivering consistently excellent operations.

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Trend:Globalization, deregulation, digitization,

and outsourcing.

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What is Supply Chain Management SCM)and Logistics? SCM provides solutions for the re-

engineering and management of globalsupply chains.

Logistics is the management of thetransportation of the resources used for thefinal product.

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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

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DHL Exel Supply Chain

DHL Express

DHL Freight

DHL Global Forwarding

DHL Global Mail

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The comparison with other famous logistics

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DHL FedEX UPSFounded 1969 1971 1907

Employees 500,000 (2009) 280,000+ (2009) 408,0002009

distributorPlenty

(7-11)

Less Plenty

(Family Market)

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http://www.youtube.com/watch?v=I3rFHT9Q40khttp://www.youtube.com/watch?v=I3rFHT9Q40k


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DHL stands 35% share of the internationalexpress segment in the Asia Pacific region.

DHL is the market leader in Japan & China.

In 2005, DHL Express invests120 million inIndian domestic courier Blue Dart and

becomes the majority shareholder in thecompany.

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The courier service market in the U.S.

-e.g. the U.S. Postal Service

The U.S. Postal Service and FedEx continue tobroaden their range of service business

DHL is the market leader of logistics in theU.S.

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Challenges in the

U.S. Market

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Parcel market in the U.S. is shifting toward

Ground transport.

Delivery delays that resulted by the

construction problem.

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The significant problem of losing a computertape which contained private information ofABN AMRO (Bank).

The attacks from FedEx and UPS.

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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.

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Q1-1:DHL is integrating international express andlogistic services.

What value-added services does DHL provide?

A: Insurance, packaging, shipmentpreparation, remote area service, etc

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Q1-2:How do the services tie in to anorganizations value chain activities?

A:Faster but more expensive

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Q1-3:Can you anticipate changes to the supplychain that would further alter the expressand logistics industry?

A: No contact the recipient before deliveringpackages

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Q2-1:Who are the target clients for a company like

DHL?A:international students, trading firm, animporter/exporter and internationalcompany, etc

What factors would influence the customer tochoose a particular express courier andlogistics provider?

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Q2-2:What factors would influence the customer tochoose a particular express courier and logisticsprovider?A:

Distributor service deliver time Reliable Convenient Reputation Price Commercial Experience

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Q3:What would you recommend to DHL forchanging its position in the United

States?Do you feel that DHLs currentstrategies will be successful?

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Q4:It appears that DHL needs to focus on improvedcustomer satisfaction through better servicequality and a more customer-friendly workforce.

In this increasingly competitive industry,personalized service and investment in a trainedsales force seems to be a critical in attractingclients. Would customers in the U.S. be willing to

risk critical shipping activities to a fledglingoperation? Will patience run out for a parentcompany Deutsche Post?

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http://wiki.mbalib.com/zh-tw/%E8%81%94%E9%82%A6%E5%BF%AB%E9%80%92%E5%85%AC%E5%8F%B8

http://wiki.mbalib.com/zh-tw/%E5%9B%BD%E5%A4%96%E7%89%A9%E6%B5%81%E5%8F%91%E5%B1%95%E5%8F%B2

http://zh.wikipedia.org/wiki/DHL

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Thanks for

your listening

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DHL International

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