Professional Service Management
INTRODUCTION
DHL
was founded in 1969 by Adrian Dalsey, Larry Hillblom and Robert Lynn, from
their last name they came out with the acronym D (Dalsey) H (Hillblom) L (Lynn).
At its early ages DHL concentrated its activity in collecting and shipping
couriers between Sans Francisco and Los Angeles. Later on, the firm expanded
its activity to several locations by adding Honolulu and many more countries to
their list by the year 1970. According to DHL official website, the company
grew through its worldwide deliveries and shuttling service which connected
more than 220 countries, having more than 120,000 destinations (DHL
International GmbH, 2014). And according to DHL website “Their assets include aircrafts,
trucks, ships and trains; warehousing services that go beyond just storage,
they also include everything from packaging to repairs; international
deliveries; customized and specialized shipping” (DHL International GmbH, 2013)
which enable them to be as one of the world leading shuttle shipping company.
Since 2002, the company sold most of its shares to the giant Deutsche Post
which now owns majority of the shares. The uniqueness of their oriented services
in shipping couriers and equipment was unequaled and proves to their
competitors and customer the efficiency of their services and to support their
vision and mission, they have tried to link and find an appropriate matching to
the need and expectation of their costumer while believing that the company
will be successful only if the their customer services are satisfy.
PRODUCT
DHL
is a service provider; this service includes international domestic door to
door delivery export or import. Through DHL you can send anything from paper
documents to electronics. Within the
company itself there are products offered such as the ‘GOGREEN products and
services’ This Product Is offered in aims of reducing ‘climate-damaging CO2
emissions’ through optimizing the routes for their transportation and using
warehouses that are efficient in the use of energy. DHL is also trusted by many
companies’ especially pharmaceutical companies to deliver their products into
the market.
PLACE
DHL use to operate as an
express door to door delivery service in today’s world,
DHL has to play an important role in order to be the leading air and mail
delivery service in the world market. The expansion of the company started in
the period of 1970. The first countries where it began to expand where Japan,
Hong Kong, Philippines, Singapore and Australia. DHLs largest overnight deliverer
was FedEx however DHL took this a chance to expand into domestic expansion;
it entered its market into Canada cities especially Ontario and Canada.
Currently DHL can be found in 6 regions; Africa, Asia, Europe, Oceana, North America and
South-America (DHL Global English 2014 DHL Country profile). The company DHL is not under American ownership but
of German ownership therefore they can make deliveries to countries such as
Burma, North Korea, Afghanistan and Iraq. This also means the DHL flights
cannot make movements in between U.S airports as part of U.S law enforcement.
PRICE
DHL
Company is regulated to provide customer service with the best deliveries than any
other company by fare charges of the parcel which costumer intend to send. DHL
express make their fare charges by two parts of condition such as International
services and domestic services. Below the table is clearly shown how DHL
express determine prices for customer services which really depend on the size,
weight and destination of the parcels to be send.
The following surcharges are payable
on international shipments:
Surcharge
(RM)
|
|
Remote
Area Delivery
|
Minimum
charge per shipment RM 75.00 or RM 1.50 per Kilo, whichever is higher
|
Remote
Area Pickup
|
Minimum
charge per shipment RM 75.00 or RM 1.50 per Kilo, whichever is higher
|
Over
Weight Piece
|
RM
100.00
|
Over
Sized Piece
|
RM
100.00
|
Over
Handled Piece
|
RM
100.00
|
Address
Correction
|
RM
40.00
|
The following surcharges are payable
on domestic shipments, when different to those above:
Surcharge
(RM)
|
|
Remote
Area Delivery
|
Minimum
charge per shipment RM 75.00 or RM 1.50 per Kilo, whichever is higher
|
Over
Weight Piece
|
RM
50.00
|
Over
Sized Piece
|
RM
50.00
|
Over
Handled Piece
|
RM
100.00
|
Address
Correction
|
RM
20.00
|
PROMOTION
With the bright eye catching DHLs’ logo yellow color in the
design, it is a perfect combination to promote the company as they planned to
upgrade their facilities in Malaysia to Rm16 million by this year, unlike other
companies they have chosen to advertise and promote their services through
online social Medias, printed media and mass media which broadcast DHL
advertisement and these means have managed to put them into the front line as
DHL Express Malaysia have announced the celebration of the 40th
years of administration. Beside they have included in their webpage customer
feedback through what they tend to attract more costumer, they have gain trust
and acknowledgement of previous costumer who have used DHL services and have
had a satisfactory result in they have.
PROCESS
At DHL,
specialize in managing processes, it is what they do. As their customers
increasingly focus on their own core competencies, they have been providing
solutions for logistics processes which fall well outside traditional warehouse
or transportation management. Leveraging their core competencies in project management
and process design, it engage customer to understand their current strategies
and issues. Then they design bespoke LPO
solutions, which can include: Procurement, Records management, IT systems
updates, Call center activity, financial settlements, Third party vendor
management. DHLs’ service process starts from order
and ends to delivery, whether you are a buyer or seller, DHL accepts your
order. You submit your order to DHL, and tell them the address of
the place that it will pick up the equipment and the place they deliver to.
They are self-sufficient to deliver freight of any kind, to any place via air,
ocean, road or rail.
PHYSICAL ENVIRONMENT
DHLs
logo, buildings, crew uniforms and logistic infrastructures are all facts that the
company is well settled and known in being one of the leading air and mail
delivery service in the world market. Moreover, the usage of custom supervision
software, automatic inspection system and operational processing line have
increased the level of security.
Ocean Freight
With its broad range of Ocean Freight products covering
different equipment types and consolidation services, it confirms your cargo
reaches the exact destination, at the exact time in efficient cost. It works
with a spread of ocean carriers covering major carrier alliances with planned
space protection from every major container port in the world to deliver
reliability.
Air Freight
According to DHL international (2014) its’ AIR FORWARD
offer is also highly flexible to meet specific customer requirements. While
office to office is its standard offering, from airport to another airport,
airport to door and door to airport choices are also available.
Road and Rail Freight Services
Its’ comprehensive overland transportation service
comprises more than 170 road terminals in more than 40 countries, over 3,500
weekly international departures, door-to-door tariffs and full tracking
capability, all supported by customs experts in more than 275 offices.
How we work
DHL
knows your inventory network is one of a kind. They have realized numerous
lessons in different businesses as far and wide as possible, yet they are
totally centered on your difficulties, utilizing our courses of action and
skill further bolstering make supportable good fortune for your business.
Warehousing and Distribution
We listen and learn, so that our answer hits the imprint for your particular needs, scale and market, and continues improving consistently. How we function with you makes us a genuine inventory network and business accomplice.
PEOPLE
Over 280,000 well trained and talented employees. Due to the international market penetration, DHLs employees are from different background which suggest that several nationalities are appointed to work into DHL premises and in different part of the world, they all have to work into a globalized environment which have made the work more efficient and more enjoyable. They have also made the billing system transparent in order to help customers to calculate their expenses which is one of the effective way to reach out their costumer.
SERVICE QUALITY
DHL service quality have known
successful strategy which is based on innovation with the online tracking tool
that help costumer to prepare a shipment and book a pick-up in a simple and
easy way while it also enable costumer to get in real time the shipment status.
CONCLUSION
In conclusion, according to this
information’s about the DHL, it is clearly understood that the company is aiming
to reach high and has more to do. Afterwards DHL has occupied a perfect
place to maintain the growth of their business by increasing the quantity
output of their productivity which is matched to the quality of services needed
by their valuable customer, not ignoring the fact that DHL has developed a
great strength to compete with their rival companies in the market. Moreover, price
have been made available to customers, while considering that customer’s
satisfaction is primordial and imperative in order to gain costumer trust. After
having analyzed all the process of how DHL provides its services, it is obvious
to see how impressive and effective all the part of the process is accomplished,
and it can be categorize as some of the strength of the company.
To sum up, according to the resources available and
the research we’ve done, we can certainly say that the company has been
improving constantly and providing the best delivery services all
around the world. Therefore, they have gained in return customers trust and has
built the confidence to compete in a worldwide level.
REFERENCE
·
DHL international GmbH, 2014. Company portrait. Available from:
·
DHL country profile English, 2014. DHL country profile. [Online] Available
at: http://www.dhl.com.my/en/country
profile.html. [Accessed 26 June 2014].
·
DHL global English, 2014. DHL global English. [Online] Available
at: http://www.dhl.com/en.html.
[Accessed 26 June 2014].
·
DHL International GmbH, 2014. Logistics Process Outsourcing.
Retrieved from http://www.dhl.com.my/en/logistics/supply_chain_solutions/what_we_do/logistics_process_outsourcing_LPO.html. [Accessed 28 May 2014].
·
DHLInternationalGmbH,2014. Surcharge. Retrieved from http://www.dhl.com.my/en/express/shipping/shipping_advice/surcharges.html. [Accessed 28 May
2014].
·
DHL International GmbH, 2013. Our organization. Available from:
t_us/company_portrait/our_organization.html.
[2 June 2014].
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