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

093011092

Khairul 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

Letter of Transmittal
30th of 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 & ECommerce under your supervision. Its been almost three weeks 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 much
information 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

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 in
Bangladesh, 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 the
overall 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.

Table of Contents
Contents

Page No.

Introduction

07

Origin of Report
Purpose
Sources & method of collecting data

07-08

Data Sources
Limitation
Report Preview
Company Overview

09-10

Mission
Vision
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

17-20

DHLs Hardware Budget

Efficiency of DHL using these tools
Software used in early 70s by DHL
Brief description of Justsell
Result

The total parcels handled by DHL between the

1970s & 2010

21

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

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 of
preparing 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

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
DHLs activities 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.

 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 which changes 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 activities in our country.

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, the
company 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 FedEx
prompted their own inter-US expansion starting in 1983. DHL aggressively expanded to
countries 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 in
2001, and completed the purchase in 2002. Deutsche Post then effectively absorbed DHL into its
Express 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 with
other Deutsche Post business units such as DHL Global Forwarding and DHL Exel Supply
Chain.

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 extends
its services to 120,000 destinations in more than 220 countries worldwide (2007), including
countries in Europe, the Americas, and Asia.

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 customerspecific 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 network
presence. 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.

10

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 of
processes, 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.
11

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. Next
Flight Out, On-Board Courier and direct transit services available.
Whether it's a special delivery for a key customer or a critical spare part to
keep your customer's business running, some things just can't wait until
tomorrow. 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, DHL
EXPRESS 9:00 is supported by proactive delivery notification and a
money back guarantee, and is available to international destinations.
Extend your working day by asking for a collection of your shipment at
normal 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 business
locations, DHL EXPRESS 12:00 is available to international destinations
and 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 nondocument shipments when getting it there by the end of tomorrow is what
matters. Whether you are sending samples, spare parts or finished
products, you can rely on our extensive global express network to get your
shipments 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 business
delivery of single parcels, multi-parcel shipments and pallets across
Europe. Use DHL ECONOMY SELECT for weights up to 1,000 kg per
piece or 2,500 kg per shipment.

DHL IMPORT
EXPRESS

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

time by 09:00, by 12:00 or Close of Business.
Import Services offer you greater control with just one company, one allinclusive price agreed upfront and one invoice in your local currency. Our
service involves the collection of your document and non-document
shipments from virtually anywhere in the world and an inbound delivery
to a designated address

12

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 under
strict deadlines and terms and conditions, and are responsible for meeting specific
quantitative targets and aspired growth potential of the company. The duty of prospecting
and 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, cost
sustainability 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 processing
applications

13

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 virtue
of the existence of this department, complete reliance is now put upon the electronic
visibility 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

14

7. DHLs Information System (IS) in Bangladesh:

Below is the relationship diagram which describes the main activities of

DHLs Information System (IS) Department:

IS Department functions:
This department helps DHL
manage efficiently &
effectively. It manages the
entire stream, so DHL can
work smoothly.

ICT Managment

Supply Chain &

logistcs information

Manages all the

database system
(software)
Manages all the
hardware logistcs of
the system

Parcel tracking
Supply chain
efficiency
Managment of
entire loidtics
(cars, building, etc).

15

Cross Departmental
works
Provides all the
informatio related
to supply chain &
others to operate
effciently
Keeps all the
information for
each departments
employees
separately

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 in
Bangladesh. 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 application
was customized by DHL and also by other IT department in Bangladesh as well as in other
nations. The software which is used by DHL in Bangladesh is quite unique then other service
company 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 record
the input given by the filed sale team. DHL COMET 3.0 is used in more than 140
countries like Bangladesh (cannot be accessed in some countries like Germany due to
government restrictions)
ISL (Internal Sales Team) ISL is basically a lead generation tools for the potential
customer of DHL in Bangladesh like other countries .It keep the business opportunity
record and give the information to the sale team. It is basically a tools that generate sales
lead generation purpose.ISL is mainly accounts to account customer or oriented
customer, 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 and
DHL 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 marketing
department

16

The function of the output tools

SMART (Standard Management Analyzing Reporting Tools) SMART is a output

tools 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 any
level within the organization. (Territorial, National, Global).
PORTFOLIO IT is a kind of reporting which give electronic visibility on the
performance of particular customer. Portfolio optimizes analysis and synthesis relevant
business information for different business tools. It is the most common used reporting
tools 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 employees

of 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 increased
average 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 and
output 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 hardware
applications as long as they get the desired services from them, for their day-to-day
operations. 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 is
SIEBEL.
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 has
been invested to protect all these costly equipments from fire outbreak! These hardware
are basically the lifeline of the DHL Company; because if these fail and go down, the
company will have to bear tremendous consequences!
However, being a thoroughly professional company, DHL has still managed to reserve a
back-up internet access to their database through VSAT, which is completely submarine
cable connected. This is a way of ensuring the emergency online connectivity of all DHL
employees, in case there is any disruption in the conventional local internet service.
17

However, this is just a stop-gap arrangement, and one which DHL would NOT be using
under 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 :

Axis Title

In millions dollars
800
700
600
500
400
300
200
100
0
1970
2010

In millions dollars

1970
50

2010
750

Above the diagram represents the budget allocated by DHL for its hardware development. And
from the chart its seen that DHLs budget for its hardware is increasing. As its seen that from the
70s it was about 50 million US dollars but now its near 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.

18

 Efficiency of DHL using these tools

DHL, the world's leading express and Logistics Company inaugurated its new Quality Shipment
Monitoring System (QSMS) at DHL's Gulshan office in the city recently.
DHL Express Bangladesh Country Manager Desmond Quiah inaugurated the new QSMS.
Quiah in his speech said, "QSMS has been established to further strengthen operations in
Bangladesh 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 DHL
Bangladesh shipment movement control," he said.
"It will also provide a real-time link for us to pro-actively manage customers' shipments
throughout DHL's extensive network", he added.
As mentioned in this short article, and also outlined by the National Sales Manager (Mr. Miarul
Haque), 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 DHL

employees now to have permanent real-time visibility on their global operational
procedures 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 to
all 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 very
homepage. All that the customer needs to do is just type the specific digit of their own
respective 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 in
Bangladesh, which has been set-up by the Head Office in 1979. Therefore, DHL has the
privilege of carrying-out their operations under the direct supervision and guidance of the
Head Office, in collaboration with their local BD counterparts, which has enabled them
to invest more heavily in their Information Technology, and be of multiple times greater
convenience to their local BD customers, compared to their main competitors which are
represented by local agents only.

19

 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 to
be motive-driven and to boost-up productivity at a given point of time. For instance, their
popular output tool named SCORECARDS has been a revolution in the company! This
tool assesses the performance of all employees of the company and rates them on a score
of 1 to 100. At the end of every year, the employee with the highest points gets awarded
the prestigious DHL EMPLOYEE OF THE YEAR AWARD, which is generally handed
over to the respective best employees of DHL of all countries in a grand posh ceremony
at some developed countries like USA, Australia, etc. Needless to say, this tool has only
been a very late addition to the company, thanks to the development of Information
Technology! 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 like
face book) called Justsell.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 is
now 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 biggest
internal communication exercises in the companys 40 year history.

20

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

1000
900
800
700
600
500

Parcels in millions

400
300
200
100
0
1970

2010

Thus it is seen that from 70s to 2010 DHL parcels handling has increased these rapid rise in
parcel 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 IT
infrastructure its better technologies enabled it to manage around a billion parcels globally.

21

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

Revenue Per year:
Year

Million

2007
2008
2009
2010
2011

54043
54474
46201
51388
52829

Revenue Chart (Million):

Million
56000
55000
54000
53000
52000
51000
50000
49000
48000
47000
46000
45000
2006

Million

2007

2008

2009

2010

2011

2012

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.

22

Revenue Increase/ Decrease by Percentages:

Year

Percentages

2008
2009
2010
2011

Increase by 0.08%
Decrease by -15.18%
Increase by 11.22%
Increase by 2.80%

Revenue Chart (percentages):

Percentages
15.00%
10.00%
5.00%
0.00%
2007
-5.00%

2008

2009

2010

2011

2012

Percentages

-10.00%
-15.00%
-20.00%

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

23

10.DHLs E Commerce:
On April of 2008 DHL linked itself with the e commerce industry & DHL deliver both businessto-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 of

supplementing the network with fast moving, bulk and/or seasonal operations
Process modeling and optimization including determining the ideal level of
mechanization for the operation
Facility design and layout including working with racking, material handling equipment
and automation vendors during implementation
Systems setup and integration including installation support, configuration and
modifications
Peak season planning including ramp-up, outside storage operations and leveraging
DHL's campuses.

24

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 its a 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 new
innovation 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 IT
department 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 from
customers, all these are done by using some of the state of the art hardware & software. This
companys main backbone is their IT management. Its vastly 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 well
developed & 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-dhlscorecard.html
www.Justsell dhl.com

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The End

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