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Transcript of 88535200 DHL India Capability 2010
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DHL India Capability Presentation
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India Capability Presentation | Mumbai | May 2009 Page 2
CONTENTS
About DHL
About Deutsche Post DHL
DHL Facts & Figures
Awards & Recognitions
DHL vs. Competition
DHL Products & Services
DHL Infrastructure & Operations Capability
DHL International Presence
DHL – Customer Responsiveness
Corporate Sustainability Program
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DHL Introduction
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CONTENTS
About us
Vision
Mission
First in India
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About Us
DHL is the global market leader of the international express and logisticsindustry, specializing in providing innovative and customized solutions from asingle source.
DHL offers expertise in express, air and ocean freight, overland transport,contract logistic solutions as well as international mail services, combined with
worldwide coverage and an in-depth understanding of local markets.
DHL's international network links more than 220 countries and territoriesworldwide. Some 300,000 employees are dedicated to providing fast andreliable services that exceed customers' expectations.
DHL is a Deutsche Post DHL brand. The group generated revenues of morethan 63 bn euros in 2007
DHL Introduction: Main Page
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DHL is the global market leader of the international express and logisticsindustry
DHL is a Deutsche Post DHL brand. The group generated revenues of morethan 63 bn euros in 2007
Ranked 57th on the Fortune Global 500 companies list
Second largest employer in the world
DHL‟s international network links more than 220 countries and territoriesworldwide
Over 300,000 employees are dedicated to providing fast and reliable servicesthat exceed customers' expectation
About Us
DHL Introduction: Main Page
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Vision
Customers trust DHL as the preferred global express and
logistics partner, leading the industry in terms of quality,
profitability and market share.
DHL Introduction: Main Page
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Mission
DHL enhances the business of our customers by offering highest qualityexpress and logistics solutions based on strong local expertise combined withthe most extensive global network presence
DHL attracts, develops and retains exceptional people by creating a trulyglobal working environment and placing value on our multi-cultural heritage
DHL delivers above-average returns by providing superior quality andsolutions at all levels of the business processes
DHL is a responsible corporate citizen in all countries in which we operate,
taking into account the social and environmental needs of our employees, localcommunities and the public
DHL Introduction: Main Page
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First in India
First to offer Air Express Services in India in 1979
First to offer door-to-door Express Import Solution
First & Only to have an exclusive Express Handling Unit in Airport
First to offer tracking solutions through Mobile & WAP
First to provide 24 hour Customer Service Helpline
First and Only to provide Express Logistics in Distribution and Inventory Management
First & Only to have Drive-In Service Centers
First and Only Air Express company to have TAPA (Technology and Asset Protection
Association) Certification
First and only air express company in India to have an in house customs clearance
team
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About Deutsche Post DHL
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CONTENTS
Group Description
Group Structure
Deutsche Post DHL Business units
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Group Description
Deutsche Post DHL is the world‟s leading logistics group.
Its integrated companies offer tailored, customer-focused solutions for the
management and transport of goods, information and payments through a
global network combined with local expertise.
Deutsche Post DHL is also the leading provider of Dialog Marketing services,
with a unique portfolio of efficient outsourcing and system solutions for the mailbusiness.
The Group generated revenue of more than 63 billion euros in 2007. With
some 500,000 employees in more than 220 countries and territories Deutsche
Post DHL is one of the biggest employers worldwide.
About Deutsche Post DHL:
Main Page
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Group Structure
Deutsche Post DHL
MAIL Global
Forwarding,
Freight
EXPRESS Supply Chain,
Corp. Inf. Sol.
Global Business Services
Corporate Center
C o r p o
r a t e D i v i s i o n s
Global Customer Solutions
About Deutsche Post DHL:
Main Page
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Deutsche Post DHL Business Units
MAIL Germany: Europe„s leading provider of standard letter mail services for
private and business customers, addressed and unaddressed advertising
mail & Press services
PARCEL Germany : Market leader in Germany for the delivery of parcels
and small packets
Global Mail: Largest network for mail distribution worldwide with Cross-
border solutions for business mail e.g. business mail, publication distribution,
direct marketing and merchandise
About Deutsche Post DHL:
Main Page
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Deutsche Post DHL Business Units
DHL Express
DHL Express is the perfect partner for all your worldwide express and parcel
needs. Our Network covers over 4,000 offices and more than 120,000
destinations worldwide.
DHL Express is the result of the consolidation of the former DHL Worldwide
Express business and the Deutsche Post Euro Express parcels business and
offers Same Day, Express, Parcel and Freight services.
Widest reach in the industry, network covering more than 220 countries andterritories in Europe, Americas, Asia/Pacific and the emerging markets
Three product lines – Same Day, Time Definite and Day Definite – to match
different customer requirements for speed of delivery
About Deutsche Post DHL:
Main Page
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Deutsche Post DHL Business Units
DHL Logistics
DHL Global Forwarding: World‟s No.1 in air freight and ocean freight with a
presence in 150 countries and territories, through 813 terminals, warehouses
and offices
DHL Freight: Europe‟s No:2 Road Freight Service Provider with a presence
in more than 30 countries and territories
DHL Exel Supply Chain: World‟s No.1 in contract logistics, with a presence
in 59 countries and territories, through 2,500 logistic centers, warehouses,
terminals.
About Deutsche Post DHL:
Main Page
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DHL Facts and Figures
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CONTENTS
Global Facts & Figures
Asia Pacific Facts & Figures
India Facts & Figures
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DHL Global Facts and Figures
Head Office: Bonn, Germany Revenue: Approx. EUR 13.9 billion (+ 3.1%) (2006: approx. EUR 13.5 billionon a consolidated basis)
Shipments: Approx. 920 million (+ 4.5%) (2006: approx. 880 million,excluding German parcels business)
Network:120,000 destinations served in more than 220 countries andterritories
Employees: Over 124,000
Customers: Over 8 million
Vehicles: Approx. 72,000
Facilities: Approx. 4,700
Touch Points: More than 50,000
Aircraft: Over 350
Commercial Flights: Over 1800 daily flights
Hubs: 36
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DHL Asia Pacific Facts and Figures
Revenue of EUR 6.6 billion in 2007
Over 170 million air shipments handled in 2007 (167 million expressshipments)
2.1 million tons handled in 2007 (724 thousand tons express shipments)
800,000 TEU ocean freight in 2007
Over 400,000 customers
41 countries and territories
More than 50,000 employees
8,500 vehicles
1,500 locations (Hubs, Gateways, Offices, Service Centers, Terminals,
Warehouses) More than 20 dedicated freighter aircraft
DHL Express Hubs in Bangkok, Hong Kong, Incheon , Shanghai , Singaporeand Sydney
2 million square meters of warehouse storage space
DHL is 100% owned by Deutsche Post DHLDHL Facts & Figures: Main Page
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DHL India Facts and Figures
79.5 million air shipments handled in 2007More than 348,000 tons of air shipments handled in 2007
Over 54,000 TEU ocean freight handled in 2007
50,000 customers
Over 17,500 locations serviced
Around 9,000 employees
More than 5,000 vehicles
Close to 400 locations (Gateways[1], Offices, Service Centers, Terminals,Warehouses)
Close to 30 commercial flights utilized per day
600,000 square meters of warehouse space
5 international gateways: Bangalore, Chennai, Delhi, Kolkata and Mumbai
DHL is 100 percent owned by Deutsche Post DHL.
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DHL Products and Services
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CONTENTS
Express 9:00 & Express 12:00
Express Worldwide
Import Express
Exhibition Express
Global Mail Business
Airport to Door Services
Economy Select International
SAARC
Temperature Controlled Logistics
Mango Express
Break Bulk Express
Packaging Solutions
Value Added Services
University Express
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Complete Product Offering
17 Shipper interest Insurance
18 Trade Automation Services
19 Outbound duties & Taxes Paid
20 Ecom solutions
S u p p o r t S
e r v i c e s
16 DHL Exhibition Express
15 DHL Airport to door Services
I m p o r t 14 DHL Import Express Worldwide
13 Express Pallet
Express Worldwide Non-Doc Freight 11 DHL University Express
12 Jumbo / Junior Jumbo Box
Express Worldwide Doc 9 DHL Break bulk Express
Express Worldwide Non-Doc 10 DHL Mango Express
5 DHL Road Express (SAARC) 7 DHL Exhibition Express
3 DHL Express Worldwide 8 DHL Temperature Control Logistics
Other Products
E x p o r t
1 DHL Express 9.00 4 DHL Economy Select 6 DHL Global Mail Business
2 DHL Express 12.00
Time Definite Products Day Definite Products
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EXPRESS 9:00 & EXPRESS 12:00
When you need time-critical or express deliveries made, you can count on
DHL‟s Express 9:00 & Express 12:00 services to do the job every time.
These products offer you time definite guaranteed deliveries to over 300 cities
and major business destinations in Asia, Middle East, European Union and
USA. You get unbeatable transit times and a delivery before 09:00 AM or 12:00 noon, backed with a complete money back guarantee.
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Features of DHL Express 9:00 & Express 12:00Guaranteed door-to-door delivery of highly urgent business documents andpackages
DHL Express 9.00
DHL Express 12.00
Top Priority handling of shipments in origin as well as destination
Proactive notification of delivery to the customer
Full money back guarantee
EXPRESS 9:00 & EXPRESS 12:00
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DHL Express Worldwide
DHL Express Worldwide is a Door-to-door pickup and international outboundservice for delivery of document and non-document shipments by the end of
the next possible business day.
Effective, fast and hassle free customs clearance
Online tracking in real time
Simple booking process
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Express
Worldwide
Documents
Express Worldwide Doc is an expedited, door-to-door delivery of important, time-critical documents and non-dutiable items. The service is an International express door-to-door delivery for shipments not subject to customs clearance.
Features of Express Worldwide Doc
Doorstep Pick-up
Shortest possible transit times
Special tamper proof plastic flier packaging
Exclusive bags for carrying Documents
End-to-end consignment route transparency through track &trace service
Preferred product for bank service
Proof of delivery included
Express Worldwide Doc
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Express Worldwide Doc
With Express Worldwide Document services, you can be assured of faster
deliveries of important business information like:
Print proofs
Architectural drawingsBusiness proposals
Signed contracts
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Express Worldwide Doc is an International expressservice which provides door-to-door delivery for goods subject to customs clearance
It is a high-speed door-to-door delivery service for dutiable packages such as
• Samples
• Spare parts
• Equipment
• Machinery
• General commodities
Express
Worldwide
Non- Doc
Express Worldwide Non- Doc
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DHL Express Non Doc includes the following features
Standard customs clearance included
Faster service and simplified dispatch for special customs clearance
procedures possible All-inclusive price for door-to-door service
Complete consignment route transparency through track & trace service
Only DHL handles your shipment throughout the transit and ensures a faster
customs clearance of your shipment. What‟s more, you can track your
shipment in real-time while it is in transit. There are no hidden costs
Free Quality Packaging
Express Worldwide Non- Doc
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This revolutionary service offers door-to-door delivery in a world wherecommercial shipments are usually carried on an airport-to-airport mode.
Thus you can save on time, hassles and last minute glitches due to a
guaranteed uplift schedule.
Express Worldwide Non-Doc Freight
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This revolutionary service offers door-to-door delivery in
a world where commercial shipments are usually carried on
an airport-to-airport mode.
Thus you can save on time, hassles and last minute
glitches due to a guaranteed uplift schedule.
Express Worldwide Non-Doc Freight provides the followingbenefits
“Sending commercial shipments made as easy as sending
samples”
Express door-to-door service for commercial shipments
Faster customs clearance at origin & destination
Dedicated Proactive monitoring helpdesk
Local customs clearance desk for prompt response
Simplified Rates
Express
Worldwide Non-
Doc Freight
Express Worldwide Non-Doc Freight
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DHL Import Express Worldwide provides the followingbenefits
“Import made easy”
Express door-to-door import service
Customer controls delivery all the way from the supplier totheir own door
Advantages of Import Express Worldwide are as follows
One all-inclusive invoice billed in local currency
Single window solution
Single account for importing from anywhere
Better budgeting and improved cash flow
DHL Import
Express
Worldwide
DHL Import Express worldwide
Import Express Worldwide is a unique single-window, door-to-door solution to take care of all your importing needs. It is
available for both documents and non documents.
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Backed by global infrastructure and service strength, DHL
Airport-to-door Express fulfils all your INCO terms for
FOB/FCA shipments with your suppliers.
Plus, you gain the value of quick, hassle-free customs
clearance, advanced trackability, competitive pricing, and the
convenience of a single invoice paid in one currency.
DHL Airport-to-door Express is a service that makes great
sense when you need to import on your own terms.
DHL Airport to
Door Express
(APD)
DHL Airport to Door Express
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Features of DHL Airport to Door Express are as follows
Airport to Door Express is designed to meet the needs of
customers who import from their overseas suppliers on FOB
shipping terms.
FOB shipping term: Supplier is responsible for all origin
processes and Buyer is responsible for Air Freight andDestination processes.
Supplier to hand-over the parcel at a designated DHL
service centre. DHL would carry out origin custom clearance,
Airlift and all destination processes.
All inclusive & pre-decided pricing
Service Available from 14 Asia Pacific countries (AU, CN,
HK, ID, IN, JP, KR, MY, NZ, PH, SG, TH, TW, VN)
DHL Airport to
Door Express
(APD)
DHL Airport to Door Express
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Economy Select is the latest addition to our productportfolio which offers you the reliability of express at the
economy of freight.
ESI is a deferred door to door product which takes care of
all your commercial shipping needs and is an economical
option for your shipments that do not require express transittimes.
It uses a multi modal network to transport your shipments
to your consignee and comes with all the standard express
benefits like 24x7 CS support, track & trace facility, Shipment
Insurance etc.
ESI is the most reliable shipping option when you have
time on your side and it also saves your shipping cost.
DHL Economy
Select (VHW)
DHL Economy Select
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Features of DHL Economy Select
Economical service for not-to-so-urgent yet time sensitive
shipments
Deferred Transit times- 4-6 days
Combination of road & air
30-50% economical than Express rates
Min. shipment weight of 45kgs
DHL Economy
Select (VHW)
DHL Economy Select
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DHL in SAARC countries
Costly customs delays, inefficient service, lane capacity constraints...shippingin the SAARC circuit can be a tedious process. Now, for the first time in India,
DHL‟s consolidated intra-SAARC shipping solution lets you choose the way you
ship. Pick from these three unique services to trade in the SAARC circuit:
Express Worldwide DOC- fastest international express door-to-door delivery
for documents subject to customs clearance
Express Worldwide NDOC- fastest international express door-to-door
delivery of parcels subject to customs clearance
DOC and NDOC carry a special SAARC-zone pricing, one consolidated door-
to-door invoice, instant trackability and many more advantage.
Road Express-reliable road delivery of low value shipments; fastest transit
time; one consolidated door-to-door invoice; instant trackability and much more.
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Features of Road Express (SAARC)
Deferred Transit times- 7 -13 working days
Surface line end to end
Min. chargeable rate is for 100 kgs
Max. Piece weight of 100 kgs
Only to BD right now
End to end Track & Trace
Reliable network of Blue Dart & DHL
Road Express
(SAARC)
Road Express ( SAARC)
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With easy access to over 120,000 locations
worldwide – DHL Globalmail is the world‟s leading
provider of international mail services.
Be it invitations, greeting cards, brochures,
magazines, annual reports, small parcels or even direct
mail, we deliver whatever you want – from doorstep to
doorstep. That too at a reasonable price – Re. 1 per
gram of the mailer.
What‟s more, your consignment reaches its
destination in just 5 to 10 days* – backed by theexperience and expertise of one of the largest postal
services across the globe – Deutsche Post.
And from sorting to franking, imaging to archiving, we
offer you all the convenience required for bulk mail
DHL Global
Mail Business
DHL Global Mail Business
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Unique features of Globalmail:
Distribution through postal organisations across the globe
Pick-up by DHL from your doorstep
Credit facility available
Sorting and franking Proof of Posting
Return of undelivered mail, at no additional cost
Customs clearance facility
List management services
Post bag/box management
International business reply management
Delivery time of 7-10 days*
DHL Global
Mail Business
DHL Global Mail Business
DHL Products & Services: Main Page
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DHL Exhibition Express is closed loop origin-to-door-to-origin
service for all your international exhibition logistics needs.
Features of DHL Exhibition Express
Closed looped solution for Origin-to-destination-to-origin exhibition
material
Latest cut-off dates for pick-ups & on-time delivery at
fair/exhibition
Hassle customs clearance returnable & non-returnable shipments
Dedicated team of Sales, Operations, Marketing & CS team for
handling exhibitions
All inclusive & pre-decided pricing
Ability to handle small fairs to big fairs
DHL Exhibition
Express
DHL Exhibition Express
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DHL Express has developed a range of superior cool chain
services to meet the specific needs of the Life Sciences industry.
A new patented packaging system has been combined with
Express Distribution, information systems, expert customs clearance,
validation services and project management to create a market
leading temperature controlled logistics solution.
The innovative Temperature Controlled Packaging, ensures safe
and compliant transport in cooled, deep frozen or controlled ambient
states.
Using different cooling mediums the packaging performance
delivers temperature controlled cool chains offering 2-8°C, -20°C or
protected ambient (2-25°C) environments for varying distribution
times.
DHL
Temperature
ControlledLogistics
DHL Temperature Controlled Logistics
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Features of DHL Temperature Controlled Logistics
Wide reach: Pickup facility even from remote locations all across India
Provision of refrigerants at all locations for specified temperature ranges
Providing various validated temperature controlled packaging
Optional provisions of temperature data loggers to record and monitor
the temperature for shipments transit
Individual Handling of the shipments through customs
Next available flight out for shipment to ensure speed of delivery
Dedicated Customer Service Desk for Proactive monitoring during transit
Dedicated & trained staff to handle specified shipments at airports
Immediate confirmation of shipments after delivery
DHL
Temperature
ControlledLogistics
DHL Temperature Controlled Logistics
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You can use this service to gift international clients,friends and relatives, FREE 'ripe-in-time' Alphonso
mangoes.
Only the best Alphonso mangoes are hand-picked,
perfectly packed and doorstep delivered.
You can also send a personalised message with your
shipment.
This sweet gifting option is only available during the
summer, mango season.
DHL Mango
Express
DHL Mango Express
DHL Products & Services: Main Page
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DHL Mango Express Features
Innovative gifting options for sweetening relationships
Free “ A”Grade ripe-in-time alphonso mangoes
Discounts of more than 25% of air express rates
No hassle of paperwork
Special packaging with ventilators
Available to more than 70 countries
DHL Mango
Express
DHL Mango Express
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Special discounted air express for student applyingabroad
Tamper proof envelope for applications
Special ISIC (International Student Identity Card)
recognized by United Nations offering discount tostudents across the world for
Air travel
Entertainment
Transportation
Library
Special rewards scheme
DHL University
Express
DHL University Express
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Packaging Solutions
DHL offers a range of free-of-charge standard packaging solutions to suit thesizes and type of package you wish to ship.
From plastic flyers to cardboard boxes, we have it all.
DHL can also provide with an extensive range of customised packaging
solutions, depending on the product shipped.
Apart from the packaging for the documents in flyers and parcels in
specialized boxes DHL offers a host of packaging solution to suit your needs.
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Packaging Solutions
Outer Dimensions Recommended Max
Wt
Recommended Use
Express Flyer - Small 310 X 420 mm 3kg Documents,Pamphlets,
Magazines, AnnualReports andBrochures
Express Flyer - Large375 X 485 mm 5kg
Packaging: Flyers
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Packaging Solutions
Outer
Dimensions
Recommended Max Wt Recommended Use
Express Box 1 320 X 225 X 50 mm Recommended Maximum Weight 3.5Kg Designed for catalogues, electronic parts,
finished goods, garments, large documents,machines, manuals, multiple samples and officematerials
Express Box 4 346 X 106 X 300mm
Recommended Maximum Weight 4 Kg
Express Box 6 360 X 236 X 296
mm
Recommended Maximum Weight 6 Kg Designed for large documents, pamphlets,
multiple samples, garments, machine andelectronic parts.
Express Box 8 426 X 310 X 276mm
Recommended Maximum Weight 8 Kg Ideal for bulky samples, garments, machineand electronic parts.
Express Box 11 455 X 300 X 380mm
Recommended Maximum Weight 11 Kg Ideal for bulky samples, garments, machineand electronic parts.
Express Box 25 614 X 460 X 436mm
Recommended Maximum Weight 25 Kg Ideal for bulky samples, garments, machineand electronic parts.
Express Tube 940 x 160 x 140 MM Recommended Maximum Weight 4 Kg DHL triangle tubes are specially designed toship maps, blueprints and any type of largeflexible document. Can be used for drawings, fabric samples,maps, charts, blueprints, artwork and calendars
Packaging: Boxes
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International express door-to-door delivery using speciallydesigned heavy-duty packaging for goods up to 25 kg. for
Jumbo Box and up to 10 kg. for Junior Jumbo, all for a low
flat fee. Whatever you send and wherever you send it, DHL
Jumbo and Junior Jumbo offer the most effective and
convenient method to get your shipments to their destinations on time.
DHL Jumbo Box
and
Jumbo Junior
Jumbo & Junior Jumbo box
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Features of DHL Jumbo and Junior Jumbo Box
Express door-to-door delivery for a low flat fee
Flat discounted rate
Sturdy, double corrugated packaging
DHL Jumbo is ideal for exporting all types of goods up to 25kg
DHL Jumbo Junior for goods up to 10kg
DHL Jumbo Box
and
Jumbo Junior
Jumbo & Junior Jumbo box
International express door-to-door delivery using specially designed heavy-duty packaging for goods up to 25 kg. for Jumbo Box and up to 10 kg. for
Junior Jumbo, all for a low flat fee. Whatever you send and wherever you
send it, DHL Jumbo and Junior Jumbo offer the most effective and
convenient method to get your shipments to their destinations on time.
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DHL Jumbo Box
and
Jumbo Junior
Jumbo & Junior Jumbo box
49.3 X 44.2 X 36 cm
43.4 X 35.2 X 27 cm
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Express PalletFeatures of DHL Express Pallet
Easy export of freight weighing 50, 75, 100 kgs
All inclusive fixed pricing for 50,75 & 100 kgs
Weather proof & sturdy packaging
Special palletized packaging for ease in handling
Flexi volume sizes- One box fits all!
Shrink wrapped for enhanced protection
Express Pallet
The DHL Express Pallet is a convenient, flexible yet economical way to sendgoods internationally. Made entirely from compressed paper, the pallet can
take loads of up to 100 kg. Its modular flexibility also allows it to be folded in 3
ways, which enables easy shipping of 100 kg., 75 kg. and 50 kg. shipments.
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Express Pallet
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VALUE ADDED SERVICES
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Value Added Services
DHL‟s delivery services are backed by a range of value-added
services that address all your shipping and business needs.
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Customs Clearance
Customs Clearance
Our years of experience in India have given us the opportunity to develop
excellent relations with the Customs Department.
This enables us to facilitate the fastest clearance procedures possible. It also
ensures that your regular shipments do not get overvalued by customs thussaving you both time and money.
We offer facilities like 24-hour Customs clearance and proactive information
regarding your incoming shipments, ensuring the quickest Customs clearances
in the industry.
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Features of Shippers Interest Insurance
All risk insurance cover for high declared value shipments
Most comprehensive coverage across inco-terms
Easy subscription
On the spot enablement of cover anywhere, anytime
Least paperwork hassles
Easy claim settlement
For Inbound and outbound shipments
SII – Import
and Export
(Shipper’sInterest
Insurance)
Shippers Interest Insurance
DHL arranges Shipper‟s Interest Insurance (SII) to provide door -to-door
insurance protection for your shipments against all risks of physical loss or
damage from an external cause. Be it for direct replacement, repair costs, or
transportation charges, Shipper‟s Interest Insurance (SII) covers all kinds of
shipments and parcels shipped internationally. Beyond reliability of delivery, this
service is our way of assuring you that almost nothing is left to chance.
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Trade Automation Services
DHL Trade Automation Services is the first step towards offering world-class tradeinformation services, currently covering 46 countries and approximately 90% of the
world's trade.
It offers six on-line services:
Landed Cost Calculator - estimate duties, taxes and other import fees so you know the
costs upfront
Product Compliance - ensure your shipment complies with each country's import and
export regulations
Comparison of Landed Costs and Product Compliance - compare charges and
compliance rules for up to five exporting countries
Trade Documentation - create the documents required for international trade, logistics,
and customs transactions
Interactive Commodity Code Classification - search for HS/HTC and ECN commodity
codes for quick and accurate product classification
Restricted Party Screening - check shipper and receiver details against denied party
lists maintained by governments and international authorities
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Outbound Duties & taxes Paid- DTP
Under the DHL Outbound Duties and Taxes Paid Service (OB DTP) you cansend a shipment where all costs including the destination duties / taxes can be
settled by you in INR. OB DTP allows you to pay the freight cost at the origin
while the destination duties / taxes are charged back from the destination.
Moreover the duties / taxes bill back can happen either to the shipper or 3rd
party at the origin or to a party in a 3rd country, other than the destination.
Following are the advantages of the DHL Outbound Duty Paid Service
„Export Samples‟ can be sent to importers with all transportation costs, duties
and taxes paid by the origin
The seller (shipper) is in full control of the outbound shipping process
Exporters in India can negotiate with their respective customers abroad on a
„Single Price Basis‟, inclusive of all costs including destination duties
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DHL Shipping Tools
Not only does DHL offer a one-stop solution to your shipping
needs, we make shipping simple and efficient. Whether you're
looking for simple on-line shipping, shipping management or
integration solutions, the solution is only a click away.
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DHL Shipping Tools
DHL Connect DHL Connect is an advanced Internet based Shipment Processing System that gives you access to
real-time, up-to-date information regarding DHL services. It allows you control over international
shipment management, with absolute security, right from your desktop. You will no longer need to
manually keep track of your shipment status.
DHL EasyShip
DHL EasyShip helps you streamline your express shipping processes. It prints all the necessarydocumentation for domestic or international shipments, generates standardized and customized
reports and gives you access to Global Track for on-line tracking of shipments. It is the industry's
easiest, most flexible shipment processing system.
DHL Web Shipping
DHL Web Shipping is the on-line express shipping tool that helps you prepare documents, book pick-
ups, store contact details and track your deliveries. You can order a pick-up, check service availabilityor track your shipments from any location, in real time, direct from any PC or wireless laptop. There
are no installation costs and one does not need to install special software. DHL Web Shipping is very
easy to use and users can start using it immediately without any training. Through DHL Web Shipping,
one can save time and money every day, by automating many internal processes and reducing
paperwork
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DHL Infrastructure and operations capability
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CONTENTS
Overview of Operations Strength
Locations
Facilities and Infrastructure
Quality Control Centers
Connectivity
Clearance Capability
Security
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Brief Overview of DHL Operations Strengths
Widest network- 270 offices spread across more than 80 cities
Modern fleet of more than 250 four-wheeled vehicles
End-to-end operations handled by DHL employees. No outsourcing
Network that provides you best transit times in the industry
New Generation Scanners to ensure real time visibility of shipments
Only company to have TAPA Certified Facilities to ensure security
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Brief Overview of DHL Operations Strengths
Only company to offer 24x7 Co-located In-house dedicated Customs Clearance
Widest International Air Network connecting more than 120,000 destinations
Only company to have Ion Scan Machine for chemicals
Five gateways offering more than 45 daily flight connections
Dedicated Express Handling Unit at Delhi airport
Dedicated Air Freighter five days a week
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Locations
125+ Blue Dart (BDE) locations
21 DHL branch offices
125+ DHL retail counters
226 BD Retail Outlets with DHL
branding
Legend:
DHL Direct 12
BDE PUD network
DHL Branch Offices
DHL Retail
DHL India Locations
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Facilities & Infrastructure
79.5 million air shipments handled in 2007
More than 348,000 tons of air shipments handled in 2007
50,000 customers serviced
Over 17,500 locations serviced
More than 5,000 vehicles
Close to 400 locations (Gateways, Offices, Service Centers, Terminals,
Warehouses)
Over 50 international commercial flight connections daily
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Facilities & Infrastructure
600,000 square meters of warehouse space
5 international gateways: Bangalore, Chennai, Delhi, Kolkata and Mumbai
Only company to have TAPA Certified Facilities to ensure security
Only company to offer 24x7 Co-located In-house dedicated Customs
Clearance
Dedicated Express Handling Unit at Delhi airport
Dedicated Air Freighter five days a week
Only company to have Ion Scan Machine for chemicals
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Connectivity: An Unbeatable Aviation Network
Aviation network of 420+ aircrafts (Owned, JV airlines, ACMI agreements, Charters)
In US, Astar and ABX network of over 260 aircrafts
In Europe, a network of over 70 aircrafts – 50 owned, 20 charters /
feeders
In Latin America, Africa and Middle East, DHL operates through
JVs and charter contractors with over 40 aircraft
In Asia Pacific, we operate over 20 aircraft
What it means to you?On time performance +98% within 15 min
Flexibility in connections
Guaranteed uplift
Widest reach to more than 220 countries
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Connectivity: India Domestic Routing
Connectivity & Network: India domestic routing
Under development
SalEde
Cjb
Cok
Vij
Vzg
Ind
Ngp
Jbl
Knp
Vap
Sur
Bdq
Ahd
Rjk Qgr
Pnq
Mlr
Mys
Plg
Caa
Kot
Udi
AtqJrd
Ldh
Nda
Gzb
Jmd
Aur Nbm
Ggn
Aba
Jmu
GauSil
Beragoh
ra
Ichapura
m
All
Dhanba
d
Nsk
Khl
Ola
MAA
BLR
BOM
DEL
CCU
HYD
AMD
Surface Network Air Network
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Connectivity: Freighter and AP Network
CVGSFO
LAX
ANC
EMA CGN
BGY SEL
BKK
PEN
TYO
AKL SYD
OSA
POM
CNS
BNE
WLGCHC
DEL
JKT
SGN
MEL
CAN/SZX
HKG
TPE
KUL (05)
PEK
(05)
TAO (05)
NGO (05)
NW (05)
NGB
(05)
SIN
MNL
NW (05)
(05)
SHA
MAA BLR
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Connectivity: Freighter and EU & US Network
Kolkata (Calcutta)
Chennai (Madras)
Mumbai (Bombay)
Bangalore
Delhi
Kolkata (Calcutta)
Chennai (Madras)
Mumbai (Bombay)
Bangalore
Delhi
EMA
CGN
BGY
BRU LHR
FRA
AMS CVGSFOLAX
ANC
JFK
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MIA
JFK
BRU EMA
SFO
LAX
SMF
PHX
DEN
MCI
SEA
MSP
DAL
EWR
BDL
PHL
BWI
ATL
MCO
BOS
IAH
MEX
GDL
MSY
OKC SMX
OXR
TUS
RNO
ROA
SFF
YVR
YEG
TYS
STX
STT
TRI
YUL
CXP
YYC
SAN
KIN
MBS
BNA
LAN DTW
MKE
CXL
LCH
ORD
MSN
ONT
STL
YWG
ROC
YOW
YHZ
MEM
SGF
PSC
YKM
BFI
BAH
FAR
BIS
ORF
SHD RIC
SBN
SLC
MFR TWF
IDA EUG
ICT
SBA
CVG
HUB
Connectivity: US Aviation Network
ASTAR and Feeder Network
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Connectivity: European Network
DHL Infrastructure: Main Page
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Connectivity: Latin America Network
DHL Infrastructure: Main Page
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Connectivity: Africa Network
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Connectivity: Middle East Network
DHL Infrastructure: Main Page
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DHL Global Aviation Network
CGN EMA
BRU
JFK
SHJ
BGY
SIN
BAH
DEL LAX CVG
ANC
TYO
MNL
OSA SEL
PEK
SHA
LOS ACC
TPE BKK HKG
KUL
MEX
CCS PTY
GYE MAO BOG
MIA
Network of hubs across the world
DHL‟s network spreads to 120,000 destinations across
220 countries and territories worldwide
Connectivity & Network: DHL Global Aviation Network
DHL Infrastructure: Main Page
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DHL Global Network
DHL Infrastructure: Main Page
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Clearance Capability
Pre-flight clearance at Five Gateways
Duty Payments can be effected 24 hours for Express Shipments
Separate Clearance for COB and Cargo
Customs associated with WCO
Transshipment both International and Domestic
Regulated facility at DEL
In House Customs
24X7 Clearance capabilities
Express Clearance currently not on EDI nevertheless its faster than the Cargo EDI
Immediate release guidelines for Pre-Declared load
Standardized Clearance reporting at all the Gateways
DHL India - Clearance Capability
DHL Infrastructure: Main Page
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Clear In The Air (CIA)
World Clearance System- a distinction
DHL clears more than 85% of shipments through Clear-In-Air system, which
means your shipment gets cleared even before landing
DHL Infrastructure: Main Page
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Security Management at DHL
All facilities are designed in accordance withCrime Prevention Through Facility Design (CPTFD) principles.
DHL Express has embarked upon a programmeof certifying its facilities through the Technology
Asset Protection Association or TAPA.
Key security features include
Digital CCTV systems to enable both local andremote monitoring
Access control systems
Secure high value product staging areas with
restricted access and round-the-clocksurveillance.
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Surveillance Cameras with Monitoring(CCTV)
Employee ID picture badges (badges for visitors)
More than 30 Days Recording
Motion Detection Systems
24 hours Security Guards
Fire Fighting Equipment
Secured doors and windows
DHL offers the highest
Security Standards for your
Goods
Warehouse Security Standards
Security
DHL Infrastructure: Main Page
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Security Cage with Badge Access and 24 Hours
Video Surveillance for all kinds of Goods,
especially
High-Value Goods
Electronic Articles
Small Sized Goods
Warehouse Security Standards
Security
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Solid Top, Locked Cargo Doors
Background Checks of all Drivers Prior to Employment
Drivers Trained to Prevent Robbery and Burglary
Drivers are Equipped with Mobile Phones
All vehicles on wireless system
All vehicles fitted with alarm systems
Vehicle Security Standards
Security
DHL Infrastructure: Main Page
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Quality Control Centre
Only Air Express Company to have a Quality Control Centre in India operating24X7, for real time information and real time control
DHL Infrastructure: Main Page
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Quality Control Centre
Real time information – Real time control
QCC has a Real Time FlightDisplay MapColor will change depending
on status in UAS (Unified
Airline System)Once uplift confirmation is
received the line between
Origin and Destination will
grow in “real time” until thearrival at Destination
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Keeping the world under watch 24/7
Quality Control Centre Worldwide Network
What this means?
Anywhere, anytime across the world you can expect
1. Service Recovery
2. Pro-active Notification
DHL Infrastructure: Main Page
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INTERNATIONAL PRESENCE
CO S
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CONTENTS
Global Network
USA
Europe
Asia Pacific
Africa
Middle East
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DHL Global Network
DHL International Presence: Main Page
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DHL International Gateways
DHL International Presence: Main Page
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Asia Pacific Expertise and Presence
DHL International Presence: Main Page
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DHL vs. Competition
O ti C bilit S h t
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Operations Capability - Snapshot
DHL International Presence: Main Page
M k t Sh (O tb d Bill d R )
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India Capability Presentation | Mumbai | May 2009 Page 100100
DHL
FedEx
UPS
TNT
EMS
Others
100
Billed Onshore Revenues of Key IE Players,
2007/2006
(36.9%)
(13.2%)
(9.1%)
(11.4%)
(6.9%)
(22.5%)
(37.5%)
(13.5%)
(8.9%)
(11.1%)
(7.3%)
(21.7%)
Source: DHL internal data; Internal interviews; Industry experts and competitors interviews
Market Share (Outbound Billed Revenue)
2007
2006
+0.3%
-0.3%
+0.6%
+0.4%
-0.8%
-0.2%
Share of Relevant billed Onshore International
Express Market, 2007 (INR Millions)
( +0.6%)
( +0.3%)
( -0.2%)
( +0.4%)
( -0.8%)
( -0.3%)
(x%) =Market share
TDI + DDI
DHL International Presence: Main Page
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India Capability Presentation | Mumbai | May 2009 Page 101101
DHL
FedEx
UPS
TNT
EMS
Others
Player Shares in Inbound Market, 2007/2006
(87.9%)
(3.8%)
(3.3%)
(5.0%)
(88.8%)
(3.2%)
(2.7%)
(5.3%)
Source: DHL internal data; Internal interviews; Industry experts and competitors interviews
Market Share (Inbound Billed Revenue)
2007
2006
Key Observations
While Inbound contribution to DHL revenue
was only 25%2 in 2007, it contributed to ~43%
to overall DHL growth No strategic plans observed of FedEx or
UPS to introduce any Inbound products.
Facility available to only a few large
customers for special requirements.
No revenue recognition in India for the
Inbound sales
TNT‟s inbound product is stable now and
grew at ~50% albeit on a smaller base
+0.9%
-0.6%
-0.6%
+0.3%
+41.4%
+14%
+49.3%
+19.3%
100% = 2,105 (up ~40% from 2006)
(x%) =Market share
TDI + DDI
DHL International Presence: Main Page
Market Share Weights & Shipments
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DHL
FedEx
UPS
TNT
EMS
Others
Relevant Billed Onshore Weight Share of Key
Players, 2007 (Tons)
DHL
FedEx
UPS
TNT
EMS
Others
Relevant billed Onshore Shipment Share of Key
Players, 2007 (Shipments)1)
(23%)
(21%)
(12%)
(6%)
(9%)
(29%)
(22%)
(4%)
(5%)
(10%)
(17%)
(43%)
Market Share – Weights & Shipments
Sources : DHL internal data; Internal interviews; Industry experts and competitors interviews
20072006
(x%) =
Market share
TDI + DDI
DHL International Presence: Main Page
Perceived Usage Share of Total Shipments
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Base: No. of shipments
48 Week Avg.Base: No. of shipments
(No. of respondents)
Perceived Usage Share of Total Shipments
Q3'07-Q2'08
3,576
(985)
Q4'07-Q3'08
3,982
(1,082)
Based on all express shipments sent in the past 7 days.
First Flight
FedEx
DHL
UPS
TNT
ElbeeEMS
Blue Dart
• DHL strengthen leading position of perceived overall usage with more than 50% share
• TNT remains the next best player with stable overall usage share this quarter, along with some slight gains in the
express package segment though slight decline is observed in the express document segment across allgeographical areas
%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
9 / 1 8 / 2 0 0 6
1 0 / 9 / 2 0 0 6
1 0 / 3 0 / 2 0 0 6
1 1 / 2 0 / 2 0 0 6
1 2 / 1 1 / 2 0 0 6
1 / 1 / 2 0 0 7
1 / 2 2 / 2 0 0 7
2 / 1 2 / 2 0 0 7
3 / 5 / 2 0 0 7
3 / 2 6 / 2 0 0 7
4 / 1 6 / 2 0 0 7
5 / 7 / 2 0 0 7
5 / 2 8 / 2 0 0 7
6 / 1 8 / 2 0 0 7
7 / 9 / 2 0 0 7
7 / 3 0 / 2 0 0 7
8 / 2 0 / 2 0 0 7
9 / 1 0 / 2 0 0 7
1 0 / 1 / 2 0 0 7
1 0 / 2 2 / 2 0 0 7
1 1 / 1 2 / 2 0 0 7
1 2 / 3 / 2 0 0 7
1 2 / 2 4 / 2 0 0 7
1 / 1 4 / 2 0 0 8
2 / 4 / 2 0 0 8
2 / 2 5 / 2 0 0 8
3 / 1 7 / 2 0 0 8
4 / 7 / 2 0 0 8
4 / 2 8 / 2 0 0 8
5 / 1 9 / 2 0 0 8
6 / 9 / 2 0 0 8
6 / 3 0 / 2 0 0 8
7 / 2 1 / 2 0 0 8
8 / 1 1 / 2 0 0 8
9 / 1 / 2 0 0 8
Q4‟06 Q1‟07 Q2‟07 Q3‟07 Q1‟08 Q4‟07 Q2‟08 Q3‟08
DHL International Presence: Main Page
Brand Awareness
Total Unaided and Aided Mentions
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- Total Unaided and Aided Mentions
First Flight
FedEx
Base: All respondents
12 Week Avg.
DHL
UPS
TNT
Elbee
EMS
Blue Dart
DHL
Blue Dart
FedEx
UPS
Elbee
TNT
First Flight
EMS
Q2‟08 Q3‟08
Base: (325) (350)
% %
98
98
96
82
58
91
95
86
97
96
89
70
91
98
91
100
%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
9 / 1 8 / 2 0 0 6
1 0 / 1 6 / 2 0 0 6
1 1 / 1 3 / 2 0 0 6
1 2 / 1 1 / 2 0 0 6
1 / 8 / 2 0 0 7
2 / 5 / 2 0 0 7
3 / 5 / 2 0 0 7
4 / 2 / 2 0 0 7
4 / 3 0 / 2 0 0 7
5 / 2 8 / 2 0 0 7
6 / 2 5 / 2 0 0 7
7 / 2 3 / 2 0 0 7
8 / 2 0 / 2 0 0 7
9 / 1 7 / 2 0 0 7
1 0 / 1 5 / 2 0 0 7
1 1 / 1 2 / 2 0 0 7
1 2 / 1 0 / 2 0 0 7
1 / 7 / 2 0 0 8
2 / 4 / 2 0 0 8
3 / 3 / 2 0 0 8
3 / 3 1 / 2 0 0 8
4 / 2 8 / 2 0 0 8
5 / 2 6 / 2 0 0 8
6 / 2 3 / 2 0 0 8
7 / 2 1 / 2 0 0 8
8 / 1 8 / 2 0 0 8
Q4‟06 Q1‟07 Q2‟07 Q3‟07 Q1‟08 Q4‟07 Q2‟08 Q3‟08
DHL International Presence: Main Page
Company Image: Comparison
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DHL Blue Dart FedEx UPS TNT First Flight EMS
%
20%
40%
60%
80%
Innovative
Good to the US
Good to Europe
Trustworthy
Strong customer relationship
Easy to use
Value for money
Goodwithin AP
Has specific know-how of my business sector
Has local strength,worldwide
Has low prices
Locally present
Has friendly people
Has great flexibility
Takes the initiative
Has high servicequality
Makes me feel confident
and in control
An environmentallyaware company
Market leader
Likeable
Fast
Reliable
Best overall service
Offers a broad service andproduct portfolio
Has a can doattitude
Genuinelyworldwideservice
DHL continues to have the strongest associations across all imageries
Company Image: Comparison
Source: India MRM Report Q3 2008
DHL India – Customer Responsiveness
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Being the of our customersfirst choice
DHL India Customer Responsiveness
DHL Indian Capability – Customer Responsiveness
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DHL Indian Capability – Customer Responsiveness
At DHL, our emphasis has always been on ensuring that we know what our customers think of us. Using a mix of independent research we are always
aware of what is expected of us by our customers
Customer Satisfaction Study (CSS): The study acts as a dipstick of the
satisfaction of air express services as perceived by a robust sample of
customers of DHL and competition. The CSS results help us identify areas for
improvement in our offerings to customers
Mystery Shopper Study (MSS) : Conducted by external agencies these are
aimed at measuring not only the satisfaction of a random sample of
customers, but also the delivery of the service by Express Centre executives,Customer Service agents and couriers – or, in other words, the quality of
service offered at key customer touch points
DHL India Capability – Customer Responsiveness
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DHL India Capability – Customer Responsiveness
Based on the feedback gathered through independent studies all our processes are
aligned to enhance the customer experience with us and improve the industry standards on
customer responsiveness:
24 X 7 contact centre:
All India toll free lines.
95% calls are answered within 10 sec
No IVR.
Abandoned calls are at less than 0.1 % of total.
Customer first:
First-of-its-kind program in the service industry
Deals with Customer Lifecycle Management
Engages with the customer from the first time, DHL sales interacts with the customer,
Continues to engage with them through the life cycle.
DHL India Capability – Customer Responsiveness
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DHL India Capability Customer Responsiveness
90-minute pickup: Shipments picked up within 90 minutes of pick up booking
Track & trace : Through Contact center, Online, Mobile
Follow Me Track : Proactive SMS bases shipment status alert solution
Express4U: Simplified pricing structure aimed at further providing convenience to the
retail customer
E-commerce tools : Easy to use shipping management tools aimed at faster, easier,
error-free shipping with DHL
Payment Gateway : Unique, paperless & secure way of payment through credit card
at the time of logging a pick-up, involving zero human intervention. Unique in the
international air express business in India, pioneered by DHL.
Sunday Delivery: Sunday Delivery at no extra cost so that customers are available toreceive their documents and parcels at the time that is most convenient.
Key Account Support (KAS) Desk : Dedicated desk for key customers with a
dedicated toll free number, among other facilities, for quick access.
DHL India Capability – Customer Responsiveness
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DHL India Capability Customer Responsiveness
Pro Note: Pro Note is a tool that enables customers to get the account level
shipment information on a proactive basis
ezyBill : Online tool through which customers can print and archive their own
DHL invoices
Quality Shipment Monitoring System (QSMS) : Shipment monitoring system
that enables the identification of a breakdown in the shipment process chain
at the earliest possible time to activate agreed contingency plans to maintain
consistent service levels
CS Disaster Recovery Centre : Disaster Recovery Centre in Chennai as a
key Business Continuity mechanism in the case of a natural or manmade
casualty in Mumbai