DHL Services

 

Our two strong pillars One company with two powerful brands under one roof

The post service

The logistics company

for Germany

for the World

Deutsche Post  Post – the  – the highly successful mail business and global benchmark for technology and efficiency, efficiency, laid the foundations for international expansion.

DHL represents the broad portfolio of DHL represents logistics businesses and comprehensive DHL international footprint, also stands for the rewarding growth opportunities of the global logistics industry. industry.

 

Business units within DPDHL

Mail

Forwarding/freight

Express

Supply chain/CIS

 

Key milestones The idea: delivering shipping documents to customs offices by air before the freight arrives by sea

First shipping docs transported from San Francisco to Honolulu

Start of Asia Pacific expansion

1969 1970

DHL launches parcel service

 Alliance formed with Lufthansa, JAL and Nissho Iwai

Deutsche Post acquires 100% of Danzas Group

Deutsche Post acquires 100% of DHL

Start of European expansion

1974

1977

Deutsche Post acquires 100% of  Airborne

1990

1998

2002

DP World Net changes name to DPDHL

Deutsche Post acquires 100% of Exel plc.

2003

2005

2009

 

2009 TDI market value per region DHL a strong leader in Europe, EMEA & Asia Europe 10%

Americas 5%

15%

40%

15%

25%

Asia Pacific

25% 10%

EEMEA

30%

35%

60% 25% 45% 10%

10%

FedEx UPS TNT Others

10% 20%

10%

DHL

5%

 

Undisputed market leadership in figures

DHL Express Europe

Europe

DHL Express APEM

 Asia Pacific

EMEA

DHL Express Americas

Americas

USA

42 countries/ territories

41 countries/ territories

89 countries

50 countries (Latin America, Canada, Caribbean)

5,000 touch points

43,000+ employees

30,000+ employees

11,000+ employees

12,000+ employees

4,000+ employees

390+ service centers 84 international gateways

1,015 facilities (approximate)

285 facilities (approximate)

656 facilities (approximate)

115 facilities (approximate)

300+ million shipments/year

168+ million shipments/year

46+ million shipments/year

55+ million shipments/year

100,000 shipments in/out per day

 

Market leadership Strong local coverage in emerging markets

Brazil

Russia

India

China

Established 1978 Servicing 1,500+ cities 90% of GDP

Established 1984 Servicing 84 regions 99% of GDP

Established 1979 21,200 Blue Dart locations covering 400 cities and towns

Established 1980 Servicing 401 cities, 95% of GDP

SME market leader DOC market leader 2nd in non-DOC market

Domestic/international express market leader Enhanced network connection to Europe

Premier air domestic and international express market leader

Domestic and international express market leader

Employees: 900+

Employees: 2,400+

Employees: 1,500+

Employees: 6,000+

 

The logistics company for the world  Your  Y our specialist in international

We are conducting business according to our values everyday, and are committed to using international expertise and world-class service to ensure our  Your international customer’s success.  success. Y  our specialist in international

Global expertise

Service excellence

International focus

“No one knows

“The relentless

“International

the world like we do.”   do.”

pursuit of service quality is in our DNA.”   DNA.”

isn’t just part of our business. It is our business.”  business.”  

 

Global expertise “No one knows the world like we do.”  do.” 

Worldwide reach gets us to every corner of the globe • The world’s largest express global delivery provider   • Delivering to 220+ countries and territories and 120,000 destinations • Pioneers of the international express delivery industry • Over 40 years of international shipping experience and expertise

Impeccable local knowledge speeds the process • Understanding/knowledge of country processes, local • • • • •

customs/cultures 300,000+ employees in 220 countries/territories speaking 100 languages Best possible delivery times Market leader combining agility and power Extensive transit options, dozens of major hubs in every world region Enhanced service along transatlantic routes

• Industry-leading pick-up and delivery times in most global locations

 

Global DHL Express network Speed and reliability throughout the world

ANC

ANC EMA JFK

LEJ

BRU ICN

ICN PVG

LAX

CVG

HKG

CVG

DEL

BAH DXB

LAX

PVG HKG BKK

LOS SIN

Lines on map do not include weekend, one-off or special routings.

 

Service excellence “The relentless pursuit of service quality is in our DNA.”  DNA.” 

World class service that makes a world of difference • 6 cutting-edge quality control centers around the world • State-of-the-art monitoring systems with 90,000 daily global

checkpoints

• Real-time management from pickup to delivery in a flexible network • Packages clear customs while still in the air • Specialist knowledge across all business sectors allows industry

specific solutions • In-house customs with own brokers providing seamless,

interruption-free clearance • Clients work directly with sales and operations to develop solutions

 

International Focus “International isn’t just part of our business. It is our business.”  business.” 

Our huge network doesn’t just speak volumes, it delivers them • 220 countries/territories, 72,000 vehicles, 300,000 employees

worldwide

• Network reconfigured in 2009 to reflect our international focus • 46 state-of-the-art hubs, expanded global air network partnerships • Continuous investment in cutting-edge technology for hubs/facilities • DHL Innovation Center is developing solutions for a faster, more

flexible and environmentally friendly shipping experience

 

Your specialist in international “In the end, it’s all about you.”  you.”  • Or culture welcomes innovative

thinking and we apply that ability to helping clients meet logistical challenges

• International expertise with a

consultative approach – approach – DHL  DHL is the most engaged, dependable, knowledgeable and helpful workforce in the industry • Our business philosophy and staff attitude in two words: “Can Do”   Do”

 

Business units and key figures Mail

  e • EUR 13,684 million   n   u • Largest postal operator   e in Europe   v   e    R    l   e •    d   o   m   s   s   e   n •    i   s   u    B     •   m   r   o    f    t •   a    l    P

Standardized, scheduled network with door-todoor capability Germany Customer/marketspecific networks outside of Germany 82 mail/33 parcel sorting centers in Germany 180,000 staff 1

Forwarding/freight

Express

Supply chain/CIS

• EUR 10,870 million

• EUR 10,312 million

• EUR 12,507 million

• No. 1 air freight forwarder globally • No. 1 ocean freight forwarder globally

• No. 1 in international Express transport globally

• No. 1 in contract logistics solutions globally

• Trading in transport services to provide customer with seamless solutions for his specific needs

• Standardized, scheduled network • Self-operated

• Customer or industryspecific solutions • Warehousing and

•  Approx 970 terminals, warehouses and offices worldwide •  Approx 40,000 staff 1

• More than 30,000 Touch points • Approx 100,000 staff¹

• infrastructure Door-to-door capability globally

transport management

•  Approx. 23m square meters in 2,400 warehouses under management 1

• Over 120,000 staff 

 

 A uni nifform rme ed pr prod oduc uctt por orttfolilio o for our global network The global product and service portfolio 2010  Same Day DHL SAME DAY   s    t   c   u    d   o   r    P

  e   c   c   t   n   u   a   d    h   o   n   r    E  p

Day Definite

DHL EXPRESS 9:00

DHL ECONOMY SELECT

DHL EXPRESS 10:30

DHL GLOBALMAIL BUSINESS

DHL EXPRESS 12:00 DHL EXPRESS WORLDWIDE DHL EXPRESS ENVELOPE DHL EXPRESS EASY

Optional services

   d   s

Time Definite

Logistics services

Customs services

DHL JETLINE

DHL BREAK BULK EXPRESS

DHL SPRINTLINE

DHL MEDICAL EXPRESS

DHL SECURELINE

DHL COLLECT & RETURN DHL IMPORT EXPRESS FLEX

Global trade services DHL EASY SHOP

 

Strategy 2015 How we achieve becoming the logistics company for the world w orld

The postal service The postal for Germany

Our purpose The The logistics  logistics company for the World Respect

Our guiding principle Results

Simplifying services

Our customer promise Sustainable solutions

 

Strategy 2015 Successful initiatives

Significant improvement of customer satisfaction already achieved

Clear commitment to improvement of CO2 emissions

Significant cash flow improvement

Major improvement of employ employee ee satisfaction in large parts of the organization

 

Strategy 2015 First Choice for our customers • First Choice will drive change in change in the way DPDHL operates its

business • The Group is fully committed to create higher customer loyalty  loyalty 

and grow business with customers • Our aim is to increase customer loyalty by

Drive customer loyalty

implementing a measurable, sustainable the employees will employees  will be fostered to create higher • Collaboration of improvement to the way customers experience our services and First Choice is our key platform for this change

value for customers

• First Choice is about understanding customer expectations and our performance gaps through customer intelligence • First Choice is about enabling and empowering employees to streamline processes at specific touch points according to customer needs • First Choice is about achieving process excellence through the application of a consistent methodology based on DMAIC* • First Choice will help us create value for customers by delivering services that simplify their business

Customer Loyalty

Process excellence

Employee engagement

 

Strategy 2015 Our sustainable approach for the future

• In our mission to do business in a sustainable manner, our GoGreen program aims at reducing the impact on the environment by:

2012

• Increasing our carbon efficiency primarily in the areas of air and road transportation, real estate and providing customers with GOGREEN shipping service, which provides the option to offset carbon outputs • Upgrading to a more fuel efficient fleet of vehicles and aircraft • Implementing design and operational changes in our facilities to increase the use of energy

2020

-10% -30% Carbon efficiency covering efficiency covering emissions from our own and subcontracted operations

from renewable sources • Our goal is to change our ways and make transport of goods more climate-friendly • To meet our goals, we set a specific and quantifiable target for improvement in our global CO2 efficiency • Our global environmental commitment is recognized by Climate Counts*, which placed DHL well ahead in the logistics industry in their environmental scoreboard

 

DHL Express to and Why choose DHL from the USA? We're committed to using our international expertise and world-class worldclass service to ensure our customers’ success.

 

Time Definite Definite Export Services When you need reliability reliabili ty,, we are right on time • When you need a systemized door-to-door

delivery by a pre-selected time – time – overnight  overnight or on the next possible business day – day –  choose time definite services • We have the strongest global network to help you reach your customers faster • Track your shipment online in real time for

ultimate peace of mind • We are flexible and reliable, giving you the

service you need, when and where w here you want it

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Coverage To Countries Where You Need It

North America

Europe

30

3

Africa

6 South America

20

Asia Pacific Middle East

10

18

22  

DHL EXPRESS WORLDWIDE w ith dependable reliability Global reach with • Express door-to-door deliveries

• Ideal for time-sensitive shipments

• End of day delivery promise • Over 220 countries and territories

• Global coverage • Reach all partners and colleagues around the world

• Documents and nondocuments

• We take all the hassle away

• Unparalleled customs

• You’re ou’re infor informed med at ever every y stage of the journey

expertise • On-line, real time tracking

• No hidden costs • Enhance your reputation

• One simple price for door-todoor delivery • Full money-back guarantee* • Optional services available

* For shipments within the EU - subject to terms & conditions

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Time Definite Import Services One company, one currency, one invoice • Upfront door-to-door pricing - no hidden costs

choice of  of delivery times - 9:00, 12:00, end of day •  A choice currency - no currency •  A single invoice in your home currency fluctuations, simple accounting • One account number gives you global reach and full

control of your budget •  A single point of contact

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Reliable And Convenient

DHL Economy Select •

The ideal day certain solution

•

Perfect for less urgent and

•

heavier shipments Convenient door-to-door service

•

Coverage of 30+ countries on European continent

•

Late pick-up and early

•

delivery times Online, real-time tracking

•

Simple administration and paperwork with a single invoice

Benefits to you, every day •

•

•

•

•

•

•

Complete control over your deliveries and shipping costs Reliability and convenience of one company from pick-up to delivery Truly comprehensive coverage Unbeatable number of direct road linehaul connections Flexibility to respond quickly to end customer requests Full end-to-end visibility Your shipment is in safe hands

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Unmatched Presence In Europe

Extensive coverage •

•

•

30+ countries and territories on the European continent with a constantly expanding coverage Dense network – network – over  over 250 international road connections Over 75 international gateways

Countries served  Austria, Belgium, Bulgaria, Bulgaria, Czech Republic, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Norway Norway,, Netherlands, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom

DHL ECONOMY SELECT coverage

26  

Truly International Shipping

Routing Your shipments are routed through strategic gateways and lanes to ensure consistent transit times The entire Day Definite network maintains the same high-quality performance standards You can track and trace your shipments through to •

•

•

delivery

Example: International Day Definite routing from the UK

27  

Reliability From Pick Up To Delivery

We are not so using or agents theshipments pick-ups or deliveries, youpartners can be sure that allfor your are handled by DHL Express from start to finish

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