Management Information System for DHL

7/24/2019 Management Information System for DHL

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Course Code: BUS 304

Course Title: Management Information System & E-Commerce

Assignment On: DHL Bangladesh

Submitted by:

Group Name: Falcons

Name ID

Ishteaq Hossain 093011083

Md. Nazmul 093011098

Md. Razaur Rahman 093011092Khairul Islam 093011104

Sharif-Ul Islam 093011089

Section: 2

Program: BBA

Spring 2012

Submitted to:

Dr. Sazzad Hossain

Professor and Head

Department of Computer Science & Engineering, ULAB

University of Liberal Arts Bangladesh

Date of submission: May 2th, 2012


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Letter of Transmittal

30thof April, 2012

Dr.Sazzad Hossain

Professor and Head

Department of Computer Science & Engineering

University of Liberal Arts Bangladesh.

Subject: Transmission of Final Report

Dear Sir

We are the students of USB department currently doing Management Information System & E-

Commerce under your supervision. Its been almost threeweeks that we have started working on

this report. At first we like to thank you for allowing us to work on our project on DHL

Bangladesh& showed the report outline to make this term paper. We are really glad that we

have got a chance to know the overall digital information system of this company, how they

operate their IT department as this is one the best logistics companies in Bangladesh as well as in

other nations. Worldwide, DHL is currently the leader in sea & air mail.

From the beginning we have done field work by visiting one of DHL companys offices in

Dhaka & tried to get as many information as we can. But unfortunately we failed to gain muchinformation from the authority as they were not keen to share their planning with us. Beside their

rude behavior with us was unexpected. Anyways in this term paper, our main goal was to find

out their overall information technologies that they are using to perform their daily tasks. How

their it department works, communicate, develop or get customers via information technology,

all of these have been describes in this term paper. We gathered much valuable information

about their operational software & working systems via different machineries. Besides here we

have given DHL companies E-business reports as well. We have learnt many valuable things

from these assignments which we think will definitely help us to get a basic idea about different

software & techniques that larger organizations use.

Thank you.

With best regards,

Falcon Group


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Executive Summary

The purpose of the report is to discuss about the technologies that DHL Company is using in

Bangladesh for their overall operational work. How they manage their program, how they

perform them by using technology, how much is their IT budget for their business inBangladesh, how they execute their tasks by using different hardware & software, their

development activities , in this project we have tried to discus all these factors of DHL

Bangladesh very much broadly & clearly. We have tried to know their management information

system that has changed their business in the last 2 decades. Using their technology & effective

IT management, other organization in our country can also get benefits. For this purpose we have

selected DHL company as this is currently the largest logistics company in the whole world..

Every people want to know that as a biggest company how they maintain their business in the

whole world. From the last two month our group Falcon is in a process of continuous

collecting information about the DHL Company both from their offices as well as from internet.

Our project will provide very high profile information & the technology system about the DHL

in Bangladesh. In this project we have discussed about the different departments of DHL & their

process to work. Different relationship diagrams among every department have been showed &

also described the main activities of DHL Information system in Bangladesh as well as in other

nations. The use of software & hardware tools has been described & showed their investment in

IT sector. We have described the different products that are offered by DHL Company to us. We

showed some tables & drew some charts by which you can easily identify the development of

DHL from beginning. DHL is also famous in E-commerce sector & it has a great part for theoverall success of this company. So we tried to show the contribution of e-business of DHL

Company both in our country & other nations in the world. We also tried to show how DHL

came forward & took a strong place in the business world. Mainly it came when they started to

develop their IT sector as well as IF sector. Their IT background has been describes very

carefully in this project from scratch. In the end, we have also tried to make our own

recommendation to their IT as well as overall management systems for further development of

the company. In the end we hope that this project will result profitable for the readers.


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Contents Page No.

Introduction

Origin of Report

Purpose

07

Sources & method of collecting data

Data Sources

Limitation

Report Preview

07-08

Company Overview

Mission

Vision

09-10

Business Objective 11

Products Offered 12

Departments of DHL 13-14

DHL Information System of Bangladesh 15

Software used by DHL Bangladesh 16-17

Hardware required to run their software

DHLs Hardware Budget

Efficiency of DHL using these tools

Software used in early 70s by DHL

Brief description of Justsell Result

17-20

The total parcels handled by DHL between the

1970s & 2010

21

TTaabblleeooffCCoonntteennttss


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The total revenue of DHL 22-23

DHLs E-Commerce 24

Merits & Demerits of DHL 25

Our own Recommendations for DHL Bangladesh 26

Conclusion 27

References 28


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Acknowledgement

At this very moment we would like to express my deepest gratitude and humble submission to

the almighty ALLAH but for whose support we would never be able to complete a huge task ofpreparing this paper within the scheduled time. We are also very eager in our heart to

acknowledge the support of some good-hearted people who have sincerely helped us to complete

the task.

The first name comes to our mind is our teacher, Dr. Sazzad Hossain, Professor and Head

Department of Computer Science & Engineering, University of Liberal Arts Bangladesh. We are

thankful and indebted to him for his whole-hearted supervision during the period. His

suggestions and comments to make the study a good one was really a great source of inspiration

for us. Secondly, I convey our thanks to all, who kept inquiring from time to time about the

progress of our project. It was really a source of inspiration for us to complete the task within the

schedule. And last but not the least we would like to thank the National Sale Manager of DHL (

Md. Miarul Haque ) for his generous support and his coordinator (Md.Nure Alam) Sales

Planning & developed manager


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1. Introduction:

On the early 90s DHL started its journey in Bangladesh. During that time it had only a few

branches in Dhaka & Chittagong & now its, spread throughout the nation. During its early

period it didnt got any IS department but now the picture is really different, in Bangladesh DHL

uses many technical softwares which are very vital to operate itself efficiently, although

throughout the world DHL is operated by the same management procedures & computer

technology. During this present period of information age DHL uses world class computer

softwares & program to manage both its supply, storage & distribution & as well as customers.

Also DHL now activates in the e commerce industry, in more than 225 nations through the

world.

Origin of the report:

The, idea, to create this report has been given by our respected, Sir, Mr.Sazzad Hossain. All the

necessary items provided in this report have been discussed by Mr. Sazzad. And its been

completed on 25th April, 2012.

Purpose:

The purpose of our report is to represent the various Departments of DHL Bangladesh , types of

software used by DHL,functional features of some of these software,the efficiency of the using

the software,hardware requirements,advantages and disadvantages & atlast we will describe

DHLsactivities in relation to e-commerce.

2.Sources & methods of collecting data:

Data sources:Our data sources, consists of both primary & secondary sources to implement our study:

Primary Source: As we know that primary source of data collection, are those which

have been collected by the study conductor, to do or continue the study or the research.

We collected our information through, survey, exploring into various DHLs showroom& talking with several employees.

Secondary Source: Secondary sources are those data which are available on the internet,

or the similar kind of experiment/research/study has been taken place & data is collected

from there. We collected secondary data mainly from the internet, like also from various

magazines.


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Limitations:

As our research has been conducted on a very short time & also some of the internet sources

provided some information which is back dated. Also as we have conducted our research on

DHLs data base systems software & e commerce, & also many strategies whichchanges very

rapidly, so some of our analysis on this report might be distorted.

Report Preview:

Our report/project mainly consists of DHLs various softwares, those which are crucial for their

sale & which enables it to operate efficiently in Bangladesh. Also we discussed about the

hardwares required to run these software, & the advantages & disadvantages. At the end we

have covered some the aspects of DHLs ecommerce related activitiesin our country.


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3. Company Overview:

DHL Express is a division of Deutsche Post providing international express mail services.Originally founded in 1969 to deliver documents between San Francisco and Honolulu, thecompany expanded its service throughout the world by the late 1970s. The company was

primarily interested in offshore and inter-continental deliveries, but the success of FedExprompted their own inter-US expansion starting in 1983. DHL aggressively expanded tocountries that could not be served by any other delivery service, including the Eastern Bloc,Vietnam and the People's Republic of China.

In 1998,Deutsche Post began to acquire shares in DHL, finally reached majority ownership in2001, and completed the purchase in 2002. Deutsche Post then effectively absorbed DHL into itsExpress division while expanding the use of the DHL brand to other Deutsche Post divisions,business units and subsidiaries. Today, DHL Express shares its well-known DHL brand withother Deutsche Post business units such as DHL Global Forwarding and DHL Exel SupplyChain.

DHL stands for the initials of its founders, namely, Adrian Dalsey, Larry Hillblom and Robert

Lynn. It is a Deutsche Post company providing international document shipping and freight

(2007), and the leading global express delivery and logistics service provider (2007). It extendsits services to 120,000 destinations in more than 220 countries worldwide (2007), including

countries in Europe, the Americas, and Asia.
http://en.wikipedia.org/wiki/Division_%28business%29http://en.wikipedia.org/wiki/Deutsche_Posthttp://en.wikipedia.org/wiki/Express_mailhttp://en.wikipedia.org/wiki/San_Franciscohttp://en.wikipedia.org/wiki/Honoluluhttp://en.wikipedia.org/wiki/FedExhttp://en.wikipedia.org/wiki/Deutsche_Posthttp://en.wikipedia.org/wiki/DHL_Global_Forwardinghttp://en.wikipedia.org/wiki/DHL_Exel_Supply_Chainhttp://en.wikipedia.org/wiki/DHL_Exel_Supply_Chainhttp://en.wikipedia.org/wiki/DHL_Exel_Supply_Chainhttp://en.wikipedia.org/wiki/DHL_Exel_Supply_Chainhttp://en.wikipedia.org/wiki/DHL_Global_Forwardinghttp://en.wikipedia.org/wiki/Deutsche_Posthttp://en.wikipedia.org/wiki/FedExhttp://en.wikipedia.org/wiki/Honoluluhttp://en.wikipedia.org/wiki/San_Franciscohttp://en.wikipedia.org/wiki/Express_mailhttp://en.wikipedia.org/wiki/Deutsche_Posthttp://en.wikipedia.org/wiki/Division_%28business%29


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It maintains and sustains its position in the market as the leading international air express

network through continuous expansion, improving hubs and gateways, and offering superior

service through a well-trained and dedicated work force (2007). This provides a superior

customer experience by focusing on the needs of the customers and by having an extensive

background in management and technology related to the customer experience, thus, offering the

most flexible, personable, and enjoyable customer experience in the shipping industry (2007).

The company also focuses on generating projects that focuses on electronics and

telecommunications enhancement and development, and the implementation of their customer-

specific project organization system that would provide customers with permanent professional

and central contact (2007).

Company mission:DHL enhances the business of our customers by offering highest quality express and logistics

solutions based on strong local expertise combined with the most extensive global networkpresence. Customers trust DHL as the preferred global express and logistics partner, leading the

industry in terms of quality, profitability and market share.

Vision:Customers trust DHL as the preferred global express and logistics partner, leading the industry in terms

of quality, profitability and market share.


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4. Business Objectives :

The objectives or goals of the company is to provide and offer expertise in express, air and ocean

freight, overland transport, and logistics solutions, along with worldwide coverage and in-depth

understanding of local markets. This is being achieved by DHL through the development and

improvement of its employees, from managers, couriers, and call center representatives, who

help deliver the superior customer experience (2007). In addition, the company uses and employs

its highly specialized logistic solutions, including its electronics and telecommunications

expertise, to shorten warehouse and lead times, in ensuring constant control and transparency ofprocesses, and on-time delivery (2007), thus, providing an efficient and effective service that

sustains and maintains its consumers and operations. With this, the company is able to track their

projects effectively, sustain their operations and maintain high organizational performance. It

manages its projects through a six-step process, namely, initiation, design, planning, execution,

closing, and handover ( 2007), thus, emphasizing the key project deliverables of the company,

which are the tangible or verifiable products, such as a specific object, or parts of a service, like

machinery parts ( 2007). The delivery of such project deliverables enhances and improves the

companys supply chain management strategies, from efficient project management to

integration and distribution of products and services, thus, improving and developing the quality

of services that the company offers its customers. In analyzing and stating the quality of services

of DHL, a Gap Analysis must be done, which indicates the break or crack from the current

position of DHL to its goal. The current position of DHL in its industry emphasizes its being a

global organization that services 228 countries worldwide, a company grown by aggressive

acquisition, and a company having an advanced, vast, and large IT applications. Basically in our

country the objective is same, & throughout the entire system DHL follows the same set of

procedures & rules.


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5. Products Offered:

Below are given the products offered by DHL in Bangladesh:

PRODUCT DESCRIPTION

DHL SAME DAY Dedicated courier operating round the clock, 365 days per year. NextFlight Out, On-Board Courier and direct transit services available.

Whether it's a special delivery for a key customer or a critical spare part tokeep your customer's business running, some things just can't wait untiltomorrow. And DHL knows what it's like when the clock is ticking.

DHL EXPRESS

09:00

Guaranteed* deliveries before 09:00. Available to 34 countries.For those time-critical deliveries to major business locations, DHLEXPRESS 9:00 is supported by proactive delivery notification and amoney back guarantee, and is available to international destinations.Extend your working day by asking for a collection of your shipment atnormal times with a guaranteed delivery the very next morning.

DHL EXPRESS

12:00

Guaranteed* deliveries before 12:00. Available to 66 countries.

For those time-critical noon deliveries to a wide range of businesslocations, DHL EXPRESS 12:00 is available to international destinationsand supported by a money back guarantee.

DHL EXPRESS

WORLDWIDE

Guaranteed deliveries before Close of Business. Available to 231

countries and territorities worldwide.

DHL EXPRESS WORLDWIDE is ideal for all of your document and non-document shipments when getting it there by the end of tomorrow is whatmatters. Whether you are sending samples, spare parts or finishedproducts, you can rely on our extensive global express network to get yourshipments there fast.

DHL ECONOMY

SELECT

Day certain door-to-door deliveries by Road to 36 European

countries. Typical transit times of 24 days to main European cities.

DHL ECONOMY SELECT is a day definite door-to-door Express service,offering reliable, cost effective and convenient business to businessdelivery of single parcels, multi-parcel shipments and pallets acrossEurope. Use DHL ECONOMY SELECT for weights up to 1,000 kg perpiece or 2,500 kg per shipment.

DHL IMPORT

EXPRESS

Suitable for imports by Road or Air. Choose your required delivery

timeby 09:00, by 12:00 or Close of Business.

Import Services offer you greater control with just one company, one all-inclusive price agreed upfront and one invoice in your local currency. Ourservice involves the collection of your document and non-documentshipments from virtually anywhere in the world and an inbound deliveryto a designated address


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6. Departments of DHL

Sales Department

Operation Department

Finance Department

Customer Service Department Marketing Department

Human Resource Department IS Department

SALES:

To put it simply, they are primarily assigned with the task of making sales to customers.They have complete ownership and commitment over the Account Customers

(contracted customers) and Cash Customers (walk-in customers). They work understrict deadlines and terms and conditions, and are responsible for meeting specificquantitative targets and aspired growth potential of the company. The duty of prospectingand retaining the customer remains with the sales team.

OPERATIONS:

This division acts like a factory for DHL.

It handles shipment and delivery functions. The Operations division also gets engaged

with "airlines routing", i.e. which route to take to deliver a package effectively and

efficiently. Customs Clearance is also one of its major concerns.

The Operations Team also performs the responsibility of purchasing Airline Space.

FINANCE:

The Finance Department is charged with the task of ensuring cost efficiency, costsustainability and sustainable profitability of the company.

CUSTOMER SERVICES:

Responsible for handling all the customer enquiries, often via services offered by DHL

Call Center

Booking enquiries

Tracking all the freights through the counterparts in all parts of the world

Creating electronic bonding with customers through the various shipment processingapplications


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MARKETING:

Responsible for increasing the revenues of the company

Considering Micro and Macro Economic Indicators

Researching, innovating and developing products with appropriate prices Maintaining Customer Information

Carrying out different programs to support customer generation from the market

HUMAN RESORCE:

Ensures right recruitment

Manage the process of Resource Development

Retain Resources, i.e. people

Ensures 'employee engagement' & demonstrates/displays or carries out activities which

will make the company an employer of choice

INFORMATION SERVICES:

Forms the backbone of the entire operations of DHL Bangladesh

Has made the entire business process very convenient, effective and efficient as by virtueof the existence of this department, complete reliance is now put upon the electronicvisibility of the shipments, rather than the physical visibility.

Ensures that all applications are running without any interruption

Must ensure that both the 'internal' (company employees) and the 'external' customers are

pleased and content with their performance and the quality of their electronic service


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7. DHLs Information System (IS) in Bangladesh:

Below is the relationship diagram which describes the main activities of

DHLs Information System (IS) Department:

ICT Managment

Manages all the

database system

(software)

Manages all the

hardware logistcs of

the system

Supply Chain &

logistcs information

Parcel tracking

Supply chain

efficiency

Managment of

entire loidtics

(cars, building, etc).

Cross Departmental

works

Provides all the

informatio related

to supply chain &

others to operate

effciently

Keeps all the

information for

each departments

employees

separately

IS Department functions:

This department helps DHL

manage efficiently &

effectively. It manages the

entire stream, so DHL can

worksmoothly.


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8. Software used by DHL Bangladesh:

Input Tools Output Tools

COMET SMART

ISL PORTFOLIO

CMF SCORECARD

ACTIONABLE

Basically there are two different categories of software DHL Company for their sale inBangladesh. Both of these tools are very much essential for the customer management system.There is more than 200 applications that DHL use for their customer service. Each applicationwas customized by DHL and also by other IT department in Bangladesh as well as in othernations. The software which is used by DHL in Bangladesh is quite unique then other servicecompany software.

The function of the input tools

COMET- (Customer Service Management Tools ) it a fully customized software only

made for DHL to record the customer opportunities related information and also recordthe input given by the filed sale team. DHL COMET 3.0 is used in more than 140countries like Bangladesh (cannot be accessed in some countries like Germany due togovernment restrictions)

ISL (Internal Sales Team) ISL is basically a lead generation tools for the potentialcustomer of DHL in Bangladesh like other countries .It keep the business opportunityrecord and give the information to the sale team. It is basically a tools that generate saleslead generation purpose.ISL is mainly accounts to account customer or orientedcustomer, however walk in customer are tracked here as well.

CMF- (Customer Master File) Civil base product (technical program) which has jointly

developed by DHL and another IT firm. It is mainly used by the marketing people andDHL employees. Any single account customer who has average sign with DHL will have

his information recorded by CMF, in other word CMF act as a feeder for the marketingdepartment


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The function of the output tools

SMART (Standard Management Analyzing Reporting Tools) SMART is a outputtools which has a revenue and revenue related parameter information. It helps to

analysis the customer performance, the way the business needs to be present at anylevel within the organization. (Territorial, National, Global).

PORTFOLIO IT is a kind of reporting which give electronic visibility on theperformance of particular customer. Portfolio optimizes analysis and synthesis relevantbusiness information for different business tools. It is the most common used reportingtools for lead the management function to increase revenue in a set at a pre-define rate .

SCORECARD- It introduced healthy intents internal completion among the employeesof DHL to outcome the better performance from one another. It is a reporting which is

very effective for the bench mark comparing one country and another. It also increasedaverage performance of DHL employees through quantizing.

8. Hardware required to run their software

DHL is primarily reliant on its 'Global Application'. The DHL employees are just the user group;

NOT the technical people themselves.

They generally try to ensure maximum integration between the input, processing andoutput tools in their software system in their sales division.

All the hardware information are at the discretion of the Information Technology firm

which has designed the software for them; DHL does not worry about the hardwareapplications as long as they get the desired services from them, for their day-to-dayoperations. As outlined in our discussion with the DHL Sales and Development Manager,the firm responsible for offering sophisticated state-of-the-art software to DHL isSIEBEL.

DHL however, have some very expensive Servers in their office, which DHL employees

equate as their CAPITAL EQUIPMENT (Machinery). More than 5 million BD Taka hasbeen invested to protect all these costly equipments from fire outbreak! These hardwareare basically the lifeline of the DHL Company; because if these fail and go down, thecompany will have to bear tremendous consequences!

However, being a thoroughly professional company, DHL has still managed to reserve aback-up internet access to their database through VSAT, which is completely submarinecable connected. This is a way of ensuring the emergency online connectivity of all DHLemployees, in case there is any disruption in the conventional local internet service.


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However, this is just a stop-gap arrangement, and one which DHL would NOT be usingunder normal circumstances, because of the slower connection speed and data sharing,which would severely hamper their business activities adversely.

As evidenced from our discussion with 2 senior level Sales Managers of the company,

the DHL employees themselves do not keep much information about the technical

aspects of their supporting hardware applications.

DHLs Hardware budget :

Above the diagram represents the budget allocated by DHL for its hardware development. Andfrom the chart itsseen that DHLs budget for its hardware is increasing. As its seen that from the

70s it was about 50 million US dollars but now itsnear 800million US dollars. In Bangladesh

during 2010 DHLs spend around 5 million BDT for developing hardware & software. Thus for

better management of the database software better hardware is required & DHL is fulfilling it.

0

100

200

300

400

500

600

700

800

1970

2010

AxisTitle

1970 2010

In millions dollars 50 750

In millions dollars


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Efficiency of DHL using these toolsDHL, the world's leading express and Logistics Company inaugurated its new Quality ShipmentMonitoring System (QSMS) at DHL's Gulshan office in the city recently.

DHL Express BangladeshCountry Manager Desmond Quiah inaugurated the new QSMS.

Quiah in his speech said, "QSMS has been established to further strengthen operations inBangladesh and meet the demands of customers.

"The centre is the first of its kind in the country, and will serve as the nerve centre for all DHLBangladesh shipment movementcontrol," he said.

"It will also provide a real-time link for us to pro-actively manage customers' shipmentsthroughout DHL's extensive network", he added.

As mentioned in this short article, and also outlined by the National Sales Manager (Mr. MiarulHaque), DHL is the pioneer in introducing such a system in the country. It must be stated

without any doubt that DHL is an industry leader in the Logistics and Transportation Sector in

the Local Market. Their constant innovation and business motto to be a benchmark icon in this

sector has been the main mantra behind all these state-of-the -art solutions; which often keeps

them years ahead of their competitors.

QSMS (QUALITY SHIPMENTMONITORING SYSTEM) has allowed the DHLemployees now to have permanent real-time visibility on their global operationalprocedures and performance.

They have been offering some very convenient tracking options for all Grameen Phone

subscribers as well, as just a mere sms to a particular number can give complete access toall the information regarding the current status of their freight.

This service can be availed through E-mail as well

www.dhl.com website has some comprehensive freight -tracking features in its veryhomepage. All that the customer needs to do is just type the specific digit of their ownrespective freight in order to obtain their desired information.

Their major competitors such FED-EX, ARAMEX, etc are all represented by their local

agents only. Hence, DHL is the only major service-oriented logistics company inBangladesh, which has been set-up by the Head Office in 1979. Therefore, DHL has theprivilege of carrying-out their operations under the direct supervision and guidance of theHead Office, in collaboration with their local BD counterparts, which has enabled themto invest more heavily in their Information Technology, and be of multiple times greaterconvenience to their local BD customers, compared to their main competitors which arerepresented by local agents only.
http://www.dhl.com/http://www.dhl.com/http://www.dhl.com/


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Software used in early 70s by DHL

It can be stated with full authority that DHL uses at least 200 applications, if not more.

This creates more healthy and intense internal competition amongst the DHL employees

and the various team members of several departments, which has greatly enabled them tobe motive-driven and to boost-up productivity at a given point of time. For instance, theirpopular output tool named SCORECARDS has been a revolution in the company! Thistool assesses the performance of all employees of the company and rates them on a scoreof 1 to 100. At the end of every year, the employee with the highest points gets awardedthe prestigious DHL EMPLOYEE OF THE YEAR AWARD, which is generally handedover to the respective best employees of DHL of all countries in a grand posh ceremonyat some developed countries like USA, Australia, etc. Needless to say, this tool has onlybeen a very late addition to the company, thanks to the development of InformationTechnology! It was simply unthinkable during the 70s!

Another example of how technology unites the Global DHL Employees into one single

family and fosters dynamic team spirit, is the use of their own social application (just likeface book) calledJustsell.dhl.com .

o Brief description of Justsell

Justsell is a comprehensive, fully-integrated program that completely reinvents the DHL sales

culture. Featuring networking facilities similar to that of Facebook, MySpace and Twitter, the

Just Sell campaign allows sales people across the DHL world to have a voice, learn from others,

share leads, and interact with colleagues in more than 225 countries. It also includes a monthly

sales magazine with all the latest relevant news and reviews, various merchandise and office

communications, together with a range of initiatives that can be used to motivate, energies, and

bring together DHL people on a team-based, countrywide, or regional level... with the overall

aim to Just Sell DHL, and improve performance like never before.

o RESULT

The campaign has been hugely well received by DHL across the world at the highest level, and isnow in the process of being implemented throughout Europe and the Asia Pacific region.

Feedback so far has been incredibly positive, and the roll-out represents one of the biggestinternal communication exercises in the companys40 year history.
http://justsell.dhl.com/http://justsell.dhl.com/


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o Below represents the total parcels handled by DHL between the 1970s & 2010:

Thus it is seen that from 70s to 2010 DHL parcels handling has increased these rapid rise inparcel handling requires efficient supply chain management which is been totally been handled

by the tools input & output mentioned above. As DHL is the worldwide leader in ITinfrastructure its better technologies enabled it to manage around a billion parcels globally.

0

100

200

300

400

500

600

700

800

900

1000

1970 2010

Parcels in millions


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o Also below the diagram represents the total revenue of DHL:

Revenue Per year:

Year Million

2007 54043

2008 54474

2009 46201

2010 51388

2011 52829

Revenue Chart (Million):

Revenue from 2007 is rising of DHL due to efficiency gained by better management. The fall of

revenue at 2009 is due to the recession, but still it regained its revenue afterwards, by lowering

its cost through better supply chain which is achieved by better technologies.

45000

46000

47000

48000

49000

50000

51000

52000

53000

54000

55000

56000

2006 2007 2008 2009 2010 2011 2012

Million

Million


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Revenue Increase/ Decrease by Percentages:

Year Percentages

2008 Increase by 0.08%2009 Decrease by -15.18%

2010 Increase by 11.22%

2011 Increase by 2.80%

Revenue Chart (percentages):

It is seen at the above diagram that DHLs revenue is increasing from 2008 to 2011 one of the

major factors behind it is the rise in efficiency. Efficiency has increased due to the well managed

information &distributions channels, which is effectively organized by the input & output tools

of DHL Bangladesh & worldwide.

During 2009 revenue dropped due to economic recession

-20.00%

-15.00%

-10.00%

-5.00%

0.00%

5.00%

10.00%

15.00%

2007 2008 2009 2010 2011 2012

Percentages

Percentages


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10.DHLs E Commerce:

On April of 2008 DHL linked itself with the e commerce industry & DHL deliver both business-

to-business (B2B)and business-to-consumer (B2C)e-commerce fulfillment services. Their

global transportation and distribution network supports in-home and in-store shopping through

websites, in-store kiosks and catalogues. Their fulfillment offering is supported by web-enabled

systems, such as shipment track and trace.

DHL E-Commerce Fulfillment Services:

Network design including determining where to locate facilities, justifying economics ofsupplementing the network with fast moving, bulk and/or seasonal operations

Process modeling and optimization including determining the ideal level ofmechanization for the operation

Facility design and layout including working with racking, material handling equipmentand automation vendors during implementation

Systems setup and integration including installation support, configuration andmodifications

Peak season planning including ramp-up, outside storage operations and leveragingDHL's campuses.


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11. Merits & Demerits of DHL Bangladesh:

Merits:

It is very much fast in running their overall activities like importing, exporting, storing

etc. Its been their key factor from the very beginning. They were always very much

serious about the time issue as they understand its value. Today as they are using the state

of the art software & hardware, their operational activities has been very much accurate

& they have became very much efficient in it which is a good sign for Bangladeshi

businessmen.

They ensure maximum security for our goods as they have a well planed management &

they know how to protect their customers goods by using effective technologies in

Bangladesh. Door to door delivery is one of the best parts of DHL Bangladesh as the overall

transportation system in Bangladesh is very poor. So itsa blessing for all of us.

They handle all customs troubles for us as they had contracts that they will ensure safe

delivery of our products.

Online booking is one of the best services that DHL offers in Bangladesh as well as in

other countries. Today people can give order directly from their home both in local areas

& abroad.

Demerits

It is relatively expensive to have a deal with DHL in Bangladesh. People have to pay

relatively higher cost for import & export of goods (DHL MAIL). Besides their storage

cost is very much high, for this reason sometimes it becomes tuff for dealers to make a

deal with them. Usually it takes around 1-7$ for per kilogram. Industrial goods transfer

cost are same as well.

They cannot transfer solid goods easily till now for lack of help from other organizations.

Their online services are not very much known to people in Bangladesh for lack of

promotions.


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12. Our own recommendations for DHL Bangladesh

Public Awareness: In Bangladesh there are very few people know how to order online

for DHL. So DHL Company has to make sure that their customers can order online

without any problem. Effective IT Management: DHL should try to develop their IT sector more as they have

to be consistent to save their position & as their IT management is their backbone.

Good Communication: The transport system is very poor in Bangladesh. Although DHL

main activity & delivery process is by shipping or airline. But due to the traffic jam of

Bangladesh sometimes their activities are hampering. So they have to be more careful.

IT Development Plans: It needs to develop their branches in every area of Bangladesh

Differentiation: Because of the stage of recession and high competition, the companies

need to make difference to have new customers and increase their market share. To

invent completely new product can be very expensive and take very much time. So,

making little difference on the current product or service can be better. A this time, we

need to talk about innovation

Damage Control:Damage of shipment happens very often, but it's really scare the hell

out of me when the large career service with good establishment refused to pay for the

lost shipment and damage which are covered with insurance

Market Development:DHL solution needs to integrate a continual measurement on the

dimensions of market, customer satisfaction, flexibility, quality & gain experience of

measuring these dimensions.

Research & development: Increase the budget of Research & development 10%

Building New Offices: They have built few more offices in Bangladesh for a newinnovation team & assign a leader to work on this project. Also pay premium for new &

creative ideas whoever gives it 9 every junior0 so this will provide us innovative

atmosphere.

Promotion: They have to increase their promotional activities as most people in our

country are unaware of DHL Company. They can do it via satellite TV channels & radio

channels.

Cost: They have to reduce the overall cost of shipment of goods as people in our country

are below the poverty scale.

Private Investments: It has to be done sooner.

More Skilled It personnel: They have recruit more skilled people for it as more people

can give more output.

Timing of shipment: They have taken it more seriously as our transportation system is

very poor.


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13.Conclusion

By working in this assignment, we were able to learn many aspects of the technologies that is

being used by DHL company like other large companies in Bangladesh. It is a great thing for all

of us. We have tried to analyze some of the most talked & valuable parts of the current ITdepartment of DHL Bangladesh & also tried to learn about their old & current software,

hardware as well as E-business.

The importance of DHL Company in our country is very broad as the transportation system of

goods in our country is very poor relatively from other countries. Other nations are very much

developed in it. Here people are still using the age old technologies & equipments for

transportation of goods in our country. But in case of DHL, currently they have been at their best

in transportation of goods in our country from different countries. They have been successful

because currently they have well developed IT management that monitors all its current activities

from scratch. Their supply chain, storage, distribution of goods as well as direct orders fromcustomers, all these are done by using some of the state of the art hardware & software. This

companysmain backbone is their IT management. Itsvastly developed & people are recruited

from all parts of the world for effective & efficient functioning. Today they can operate their

operations anywhere by using their hardware & software.

We agreed to work on the overall IT Management of DHL Bangladesh because we wanted to

know their internal information system (IT), how they work, software, hardware, e-business

plans as these are the main factors behind their success. We wanted to go deeper for getting these

information as these are very much important for other organizations in Bangladesh also.

Business owners in our country can simply follow the IT structure of DHL Company as it is welldeveloped & they are making billions of dollars by using them. Other organizations in our

country should built up similar kinds of Information Systems for their operations because this is

the age of technology. They have to take the most of it. They have to use it & deliver goods &

services to their customers without any error. They have to hire efficient IT personnel who can

operate software & hardware & make the best use of them Like DHL Company.

Lastly we want to thank our respected teacher Dr. Sazzad Hossain to allow us to work on this

final term paper & we are glad that we have got enough guideline from him to finish it. We have

learnt many valuable parts of the IT department of DHL Company which will help us to develop

our own IT sectors in future. It will definitely going to help us to achieve our desired goal which

is to make Digital Bangladesh hopefully before 2021.


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14.References

http://www.oppapers.com/essays/Case-Study-Dhl-Bangladesh/839639

http://www.oppapers.com/essays/Dhl-Case-Study/343799

www.DHL.com http://www.behance.net/gallery/JustSell-DHL-Express/613564

http://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_

performance_testing_.pdf

http://mylearningworld.com/

http://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-

scorecard.html

www.Justselldhl.com
http://www.oppapers.com/essays/Case-Study-Dhl-Bangladesh/839639http://www.oppapers.com/essays/Case-Study-Dhl-Bangladesh/839639http://www.oppapers.com/essays/Dhl-Case-Study/343799http://www.oppapers.com/essays/Dhl-Case-Study/343799http://www.dhl.com/http://www.dhl.com/http://www.behance.net/gallery/JustSell-DHL-Express/613564http://www.behance.net/gallery/JustSell-DHL-Express/613564http://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_performance_testing_.pdfhttp://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_performance_testing_.pdfhttp://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_performance_testing_.pdfhttp://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_performance_testing_.pdfhttp://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_performance_testing_.pdfhttp://mylearningworld.com/http://mylearningworld.com/http://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-scorecard.htmlhttp://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-scorecard.htmlhttp://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-scorecard.htmlhttp://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-scorecard.htmlhttp://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-scorecard.htmlhttp://www.justsell/http://www.justsell/http://www.justsell/http://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-scorecard.htmlhttp://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhl-scorecard.htmlhttp://mylearningworld.com/http://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_performance_testing_.pdfhttp://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_performance_testing_.pdfhttp://www.behance.net/gallery/JustSell-DHL-Express/613564http://www.dhl.com/http://www.oppapers.com/essays/Dhl-Case-Study/343799http://www.oppapers.com/essays/Case-Study-Dhl-Bangladesh/839639


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Management Information System for DHL

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