DHL courier service process study BY Ms. Dipti K. Sawant Roll no.

M-025 Specialization: - Marketing Subject:-Service Marketing Submitted to: Prof. Mrs. Abha Wankhade

DHL courier service:DHL has the worlds largest express and logistics Network. Over the past decades it had turned delivering goods into a finely oiled process.DHL has developed a reputation for consistently developing innovative solutions that streamline operations and improve control. Their in-house teams have contributed to the solutions design of some of the world's leading brands and enabled to win key contacts. DHL is service based company and services are critical for competitive advantage in companies from all sectors. Superior customer service is one of the key drivers of competitive advantage. History:DHL are the first letters of the last names of the three company founders, Adrian Dalsey, Larry Hillblom and Robert Lynn. In 1969, just months after the world had marveled at Neil Armstrong's first steps on the moon, the three partners took another small step that would have a profound impact on the way the world does business.The founders began to personally ship papers by airplane from San Francisco to Honolulu, beginning customs clearance of the ship's cargo before the actual arrival of the ship and dramatically reducing waiting time in the harbour. Customers stood to save a fortune. With this concept, a new industry was born: international air express, the rapid delivery of documents and shipments by airplane. The DHL Network continued to grow at an incredible pace. The company expanded westward from Hawaii into the Far East and Pacific Rim, then the Middle East, Africa and Europe. By 1988, DHL was already present in 170 countries and had 16,000 employees. Current status:DHL is one of the largest employers in the world and is the leader in courier, express and parcel delivery services both locally and globally. Attracting and engaging the right people to the right position at the right time is crucial for them as a business and is also the most important aspect when it comes to logistics. DHL currently do business in 200 countries and territories and employ around 470,000 employees worldwide making them the 10th largest employer in the world. (http://www.dpdhl.com/en/about_us/at_a_glance.html). They manage across the globe more than 1 million customer contracts per hour and are also the global market leader in the international express courier business, therefore taking all these facts into consideration I decided to base my case study report around a successful company like DHL. Various services offered by DHL:DHL is the leader in courier, express and parcel delivery services both local and global. Whether it's documents or parcels, DHL has the service you are looking for. 1- DHL Express Internationally. DHL makes international shipping convenient with a variety of services and options to suit your needs. 2- DHL Same Day Service. When you're racing against time, choose DHL Same Day, the fastest delivery service available in today's air express industry 3-Logistics Services We offer a complete range of logistics and outsourcing solutions to meet your warehousing and distribution challenges. 4-Optional Services DHL Express products are complemented by a range of payable Optional Services that provide flexibility to address specific customer needs.

5-Dangerous Goods Let DHL assist your business when your shipment contains hazardous materials that require special handling. To find out more, call the DHL Dangerous Goods Hotline at 1-866-817-3794 6-Shipment Value Protection When your shipment needs extra coverage, DHL can help. Shipment Value Protection covers the actual cash value of the shipment or repair costs, whichever is less, in the event of physical loss or damage, subject to the exclusions listed in the terms and conditions or on the back of the DHL Waybill. Arrange for this service when you contact your local representative for a pickup. Or just check the relevant box and enter the declared value in your shipping system or on your waybill. DHLs existing process flow aims to ensure high levels of quality, speed, dependability, flexibility and low levels of cost. The pull principle is the method used to manage the production process flows at DHL. The objective of the pull system is therefore to create a permanent uninterrupted flow of production and it frequently goes hand in hand with the Kanban system. The pull system is initiated by a customers order. This therefore requires flexible processes that permit quick reaction to market changes Also just-in-time is a transport service in which the delivery of goods is carried out at a particular point in time. Therefore the customer determines when and where the goods are to be delivered to. JIT is frequently used in production logistics and with this system it is possible to avoid using intermediate storage facilities and as a result to lower costs.

DHL cover freight transportation, warehousing and distribution and supply chain solutions. This is why they are the worlds largest logistics specialist. DHL aim is like any other logistic specialist, however with DHL known to be the worlds leading logistic specialist their top aim is to ensure they deliver the right product at the right time to the right person ensuring that their customer is satisfied with the service they are providing. After all DHL are a courier, parcel and express delivery service provider so this is what their business is all about. Logistics and Process flows of DHL An order forms the basis for the information flow in a logistics system. In the process flow of DHL, it contains 3 principle functions. It creates a flow of information that precedes the goods which then accompanies them and follows them. The tasks of order processing are divided into six phases; order transmission, preparation, routing, picking, shipment and invoicing.

The process flow in DHL:-

DHL Process goes according to a six-step process: Initiation: The formal start of the project Design: The formal agreement on how to approach the project and its deliverables Planning: Following agreement, a detailed plan is created Execution: After detailed planning and preparation, the project goes 'live' Closing: Gradually phase out and prepare for handover of the deliverables Handover: The formal end of the project The process flow begins with the customer simply packing the parcel and booking their collection where then a DHL courier will collect from the business premises or from home. This is when orders are transmitted by the customer which leads to DHL receiving a receipt of the order. The six phases of order processing is then carried out by DHL. They prepare the product by integrating it into the companys logistic system planner. This therefore includes checking the pricing conditions, delivery conditions, customers creditworthiness as well as the availability of the product in the warehouse. Order preparation is usually followed by routing. This process includes the order confirmation. This is for instants is a delivery notification containing all related shipping documents is prepared leading to the storage point being aware of this and being ready to process the shipment. Therefore based on prepared and processed orders, goods are then picked in the warehouse. The picking phase is organised through order size, urgency and orders that have to be delivered simultaneously. After that each parcel is given the unique identity in terms of number which can be read only by the internal system and as per the ID parcels are differentiated according to their area This is then followed by the phase of shipment where documents are prepared for the delivery of the product/package. This is where options are available to show the means of transport and route for delivery. This important information is closely linked to the transportation as both loading and moving of the goods occurs in this phase. The product as usual goes through checks to ensure the product is safe to deliver and then is packaged with the DHL packaging ensuring the quality of packaging is good. The products are then arranged and moved to its transport, whether its going to be delivered by aeroplane, lorry etc. The product is delivered to the destination and the final phase of invoicing occurs. This can be done at various points as it can be done as post-invoicing (after shipping) or as pre-invoicing (before or while shipping). The

strength of this is that an order can smoothly proceed to the warehouse. For the final shipment of product the DHL mainly relies on the local network for assuring right product at right place. With the process flow discussed, DHL ensure they are at all times applying the basics of logistics ensuring the they are delivering and couriering the right product to the right place, to the right person at the right time ensuring that this will gain customer satisfaction at all times hence why there are the leading logistic specialists in the world.

Conclusion:DHL has developed a reputation for consistently developing innovative solutions that streamline operations and improve control. Their in-house teams have contributed to the solutions design of some of the world's leading brands and enabled to win key contacts. DHL is service based company and services are critical for competitive advantage in companies from all sectors. Superior customer service is one of the key drivers of competitive advantage. Regular communication with customers around the world is critical to your business - from product information to promotional mail shots, invoices to annual reports. The result can be mountains of mail that block your mailroom and drain resources and budgets. Also I believe being in partnership or being part of a joint venture with close rivals like Blue dart can lead to a massive growth in the business. This can lead to not having the worry of facing competition as DHL can emerge with rivals and together conquer the courier and parcel delivery service which may result into other businesses going bust. I believe this can improve DHL as a company as they can share and receive advice from fellow competitors as they would then become partners. However as a whole I believe through research DHL is a massive and successful business as they have the key importance of logistics always in mind. They have become the leading courier delivery service due to delivering products to the right people at the right time which is always important in logistic. They have many employment opportunities as they currently have over 470,000 people employed across the world which is a good sign for economy.