Customizing solutions for the airline industry
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Customizing solutions for the airline industry
Cost savings vs. Enhanced Customer proposition. Why not have both?
DHL Supply Chain
Ocean House
The Ring
Bracknell
Berkshire
RG12 1AN
United Kingdom
Telephone: +44 1327 308 474
Email: airlinebusinesssolutions@dhl.com
www.dhl.com
All information is correct as at time of printing: August 2009
08-09/CV/5046
DHL Supply Chain Airline Business Solutions 1
THERE IS SOMEONE WE WANT TO SATISFY
EVEN MORE THAN YOU: YOUR CUSTOMER
In our business as one of the world’s largest airlines At DHL we believe our approach represents a fundamental
and managing 12% of the world’s cargo (spending shift from a catering-led approach. We consider the
over $2bn p.a. with commercial airlines) we airlines’ onboard requirements, examining the end-to-end
recognize and share the pressures facing the airline process and re-evaluating the total supply chain.
industry – escalating commodity prices, increasing
competition, stricter safety regulations and higher The airline catering model is based around logistics.
value inventories. “Flight catering is 80% logistics and 20% catering
(some said 70:30 and others 90:10)”1. It’s with this in
How should airlines respond to fluctuating consumer mind that DHL has entered the market, applying its
demand, lower passenger yields, food cost inflation and strategic thinking, operational excellence, supply chain
the price of fuel? Who will survive and how will we and business transformational expertise into the global
work together to weather the storm? airline services market. Our aim is to drive mutual
commercial benefit through improved efficiency,
The successful airlines will be those which can adapt to product selection and cost reduction.
change, and make it work in their favor. In the current
business climate is the answer to trade your customer DHL Supply Chain provides a range of industry-specific
proposition for cost savings? We think there is a better solutions. These incorporate consultancy services,
way. DHL’s Airline Business Solutions aims to help business solutions and design, sourcing, production,
airlines take a strategic approach to business storage, assembly and delivery to after-sales and returns.
transformation related to their ‘above the wing’ Our customers can rely on us to utilize the wealth of
expenditure, creating value by reducing cost, while skills and capabilities within our organization to develop
improving the customer experience. innovative solutions that work for their industry and
their environment, no matter how demanding.
1 Professor Peter Jones, University of Surrey, OnBoard Hospitality, February 2009
2 DHL Supply Chain Airline Business Solutions 3
THERE IS SOMEONE WE WANT TO SATISFY
EVEN MORE THAN YOU: YOUR CUSTOMER
We have vast experience in managing extremely We drive sustainable competitive advantage for
complex supply chains across a broad range of our customers by getting their products to market
business sectors, from aviation to automotive, consumer faster and more efficiently. Whatever their size, our
to technology, food retail to fashion and industrial to customers can rely on us to draw on our local insight
healthcare. Each of these industries has its own critical and global scale to deliver value across every aspect of
activities, whether it be delivering chilled/frozen food to their supply chain. Our role, in short, is to help make
supermarket stores nationwide on a 15 minute deadline, our customers successful.
delivering time-critical sensitive healthcare products,
or managing customized line feeding of car parts to a And what is our knowledge based on? In addition to
continuous production line. being the largest global supply chain and freight
forwarding business, we also operate 350 of our own
We use our industry and supply chain expertise to turn aircraft, as well as utilizing the capacity of many other
complex customer requirements into flexible solutions airlines. We have representation at over 220 airports
which meet customer challenges head-on. It’s your globally and partner with some of the leaders in the
perspective we take and it’s your business needs industry to provide specialist transportation services.
we anticipate. We make it our business to understand We have airside facilities and are highly experienced in
your goals, objectives, key customers and competitive managing airside operations, with approved drivers and
issues to help improve their business models. We vehicles as well as knowledge of aviation legislation and
work closely with our customers, shoulder to shoulder insurance requirements.
with their management teams to establish trust and
confidence to develop same-side-of-the-table behaviors
to drive mutual success.
4 DHL Supply Chain Airline Business Solutions 5
AIRLINE BUSINESS SOLUTIONS
Procurement
& Sourcing
AIRLINE BUSINESS SOLUTIONS
DHL are a large business with a turnover in excess of solution through a comprehensive range of services optimizing our network, whilst seeking continuous
€41.6bn and we have real credibility in transforming and operating models. And by partnering with world improvement and cost reduction. We take responsibility
businesses. As a result many customers come to us with class organizations, the DHL approach creates a ‘best for assembling and controlling the resources, capabilities
their business problems, often broader than purely of breed’ solution and allows for the creation of a more and technologies of our own organization (3PL) or
AIRLINE supply chain. targeted customer proposition. The result is a customized, sourcing from the right third party service providers
Food leaner, more cost effective, responsive business model to (4PL), whether they be producing raw or finished
Services
BUSINESS Logistics Through our supply chain consulting and network meet and adapt to changing market dynamics. materials (food or retail). We assume accountability
SOLUTIONS design studies, we help customers with the big picture; for the management, performance, cost and
we understand what’s working and what can be Past experiences have taught us that in order to gain the development of the entire business solution.
optimized for improved operational efficiency and best sustainable return for your business, a strategic
enhanced customer service. approach and partnership is key. Tactical initiatives Whether our customers want a full end-to-end seamless
can then be implemented to fulfill the strategic solution or just an element of the solution, DHL can be
Our business has a long and successful track record of objectives by adopting a true end-to-end approach for relied on to help fulfill their business objectives.
delivering step change transformational programs the provision of ‘above the wing’ services.
that address large, complex and underperforming The four key principles to our ‘above the wing’ airline
business-critical issues. These can be driven by an Successful transformational change requires a strong solutions are:
Commercial internal or external trigger for change and generate relationship between both parties: shared vision • eliver great tasting food
D
Model significant customer value. We plot out the path, and goals, shared risk and reward with joint • Optimal cost procurement
re-engineer and work with our customers to deliver incentives to motivate both parties to exceed expectations. • Intelligent logistics
the change. • Flexible commercial model
By adopting our airline business solution as a Fourth
DHL is able to offer airlines a ‘one-stop shop’ utilizing Party Logistics Provider (4PL) or 3PL provider we will
our expertise to design the appropriate business adopt lean thinking across the end-to-end process,
6 DHL Supply Chain Airline Business Solutions 7
WORKING WITH THE RIGHT PARTNERS
TO DELIVER GREAT TASTING FOOD
AIRLINE BUSINESS SOLUTIONS
We will find the right partners for your region with Consumer knowledge - we provide airlines with real Food safety - highly qualified teams assure the quality
the capability to design and consistently produce customer insight and ensure that we are responsive to and the safety of the food that is produced. We ensure
Consumer an enhanced customer experience. Whether it be changing consumer and market trends; whether that rigorous hygiene standards are maintained
knowledge
recruiting specialist chefs to adapt the latest restaurant be a greater demand for seasonality, healthier options, through all stages of the supply chain from the
trends into a premium in-flight dining experience or international recipes, or perhaps for different packaging raw materials that are bought through to the finished
Food Food-related
safety procurement utilizing the latest manufacturing techniques to to reduce the impact on the environment. This insight products which leave our facilities.
produce best quality offering at the right price, DHL is gained from our customers and partners’ experience,
can find them. incorporating the latest retail and restaurant trends Food packaging - through our innovation, industry
supplemented with targeted market research. insights and materials knowledge we can introduce
new packaging options to enhance the look of the
Food-related procurement - our partners understand product, reduce space and support environmental
Menu Food Non-premium
food your customer proposition and using this knowledge and sustainability objectives. We also show great
design
Services production determine whether to make or buy in prepared goods. consideration to ensure ease of use by the consumer and
They utilize their buying power to purchase quality service delivery by cabin services.
materials, ingredients and services from preferred
suppliers at the best price. Tray assembly - we look to constantly innovate our
assembly processes based on our learnings across a
Premium
Food Premium and non-premium food production - from wide range of industries to deliver cost savings.
food
packaging creation of premium food menus to buy on board retail
production
services, our partners have the knowledge and expertise Menu design - through our chefs’ knowledge,
Tray
using the latest food production, innovation and food consumer insight and food science expertise we can
assembly
science techniques to consistently produce high plan, design and seek to push the boundaries for
quality food and improve the customer experience. new menus.
8 DHL Supply Chain Airline Business Solutions 9
OPTIMAL COST PROCUREMENT & SOURCING SOLUTIONS
AIRLINE BUSINESS SOLUTIONS
We determine our customers’ real procurement needs In-house design - the formula for success is based on a Optimum cost procurement - due to the size of
and produce long-term solutions. We do whatever it flexible, innovative approach backed by deep procurement our group and the expertise of our people we unlock
In-house takes to deliver their objectives. expertise and the insights gained from working relationships hidden savings and utilize our global buying power.
design team
with some of the world’s biggest companies. Dedicated teams Through our people and processes we enable optimum
From strategic sourcing to fully outsourced can be established in-house, leveraging a considerable cost procurement which leads to improved asset
procurement, our capabilities cover every aspect of skilled off-site resource using procurement technology. utilization, reduced sourcing cycle time, increased
Global today’s purchasing and supply management functions. supplier-led innovation, improved working capital
Consultancy Global sourcing - our performance is maximized by & cash flow and process improvement.
sourcing
leveraging our experience in local, regional, and
global supply markets with our significant market Inbound management - the integration of
purchasing power. Our transparent commercial purchasing within our solutions creates the basis
Procurement approach to procurement gives us the edge, meaning for establishing a total end-to-end process for
& Sourcing that ultimately our customers benefit from getting logistics process management. Purchasing and
products to market more quickly and cost effectively procurement thus becomes the enabler for the logistics
and without the internal resource needed. ability of a company.
Inbound Purchasing
management strategies Purchasing strategies - we have developed an unrivalled Consultancy - we can help with every aspect of the
combination of capabilities, particularly in complex, procurement challenge and the objective is to deliver
service-based categories. We deliver results by drawing tangible and sustainable benefits for our customers.
upon a proven combination of methodologies, tools, We provide a structured approach that accurately
Optimum cost
systems and specialist expertise to help in generating identifies value improvement opportunities, then
procurement
the best possible purchasing strategy (developing key we ensure the benefits are delivered and locked in for
supplier partnerships to e-tendering). the long term.
10 DHL Supply Chain Airline Business Solutions 11
INTELLIGENT LOGISTICS, MEETING YOUR
CURRENT AND FUTURE BUSINESS NEEDS
AIRLINE BUSINESS SOLUTIONS
As the world’s largest contract logistics specialist we Through performance measurement we: To keep our customers ahead of the game, DHL
pride ourselves on consistently delivering excellent • L isten to and understand the voice of our customer adopt a proven process improvement methodology. We
Carbon operations. Our customers can rely on solutions • Provide the customer with detailed collaborate with our customers to identify opportunities
assessment
that work harder for their business through our management information to re-engineer or continuously improve operations
DHL commitment to listen and innovate, supported by • Conduct operational performance reviews based on their business objectives.
Storage
Aerospace our disciplined approach to performance measurement, • Support problem solving and continuous
quality assurance, project management, environmental improvement Environmental management and sustainability are
management and process improvement. core to our business. Customers are expecting greener
Planning is critical to business success, that’s why solutions and we are market-leading within the airline
Fleet Inventory We engage with our clients on a consultancy basis, DHL has made project management a core discipline industry, actively tracking and minimizing our effect on
management management but unlike other consultants, we deliver from and a key differentiator. Through our DePICT® project the environment and sourcing products from sustainable
Logistics implementation to steady state. It is for this reason management methodology, we ensure that the solution sources wherever possible.
that we focus all of our expertise and experience on is implemented on time, to budget and becomes an
driving sustainable competitive advantage for our operational reality. We define roles, expectations, scope DHL as a business is committed to the environment
customers now and for the future. and goals, then monitor projects so closely that we can and through its environmental program, GoGreen, is
Waste and anticipate and respond to risks and opportunities before targeting a reduction in its carbon footprint: 10% by
returns Security
Our performance metrics provide DHL management they happen, which is key to keeping a project on track. 2012 rising to a 30% reduction by 2020.
management
teams with the appropriate tools and management
information to understand performance and manage the We are passionate about quality assurance. Quality
Print Freight business on your behalf. is about finding ways to constantly raise the bar. When
management forwarding we say quality, we mean delivering the highest levels
of accuracy, on-time performance, and exceeding food
hygiene and regulatory requirements, to drive ultimate
value for the customer.
12 DHL Supply Chain Airline Business Solutions 13
INTELLIGENT LOGISTICS, MEETING YOUR
CURRENT AND FUTURE BUSINESS NEEDS
Building on our customer-focused culture and Our inventory management system allows us to to all levels of staff and have a wealth of experience and
passion for successful operations we can bring a efficiently manage the flow of materials, people and knowledge of airport operations around the globe.
unique set of skills and capabilities to the airline equipment to a high degree of visibility. Enabling our
sector to help develop a competitive advantage customers to reduce their inventory and have access to Waste management - our Environmental Compliance
for our customers. These include: greater availability. Solutions group within DHL delivers an environmentally
focused approach to waste management. We promote
Business solutions - through our industry knowledge Freight forwarding - we are the No.1 provider of air re-use, pre-treatment and segregation of waste to
and expertise we turn complex customer requirements and sea freight operating globally in over 150 countries. improve recycling rates and eliminate landfill.
into flexible solutions that appear seamless and simple, We source products from around the world and have
while meeting our customers’ challenges head-on. the infrastructure and network to design a customer Print management - we provide expert management
solution based on the desired service levels and optimize of all the printed and digital materials through Williams
Full outsourced solutions - as a successful Fourth transport costs. Lea, renowned as world leaders in the provision of
Party Logistics Provider (4PL) we can apply the Corporate Information Solutions.
resources and expertise of the DHL organization to take Our fleet management solutions use the latest
full responsibility for the complete management of our technologies related to vehicle design, traceability
customers’ end-to-end operations. and regulatory compliance. This advancement gives
our customers the operational confidence to meet
Facilities and inventory management - we manage their desired service levels in the most efficient and
the design, build, implementation and operation of environmentally friendly manner.
dedicated and shared-user facilities – including bonded,
temperature-controlled, industry-specific (e.g. airside) Security - we co-operate with regulatory authorities
and conventional warehousing. Whether facilities are to design and implement regional and global security
provided by us or sourced from a third party provider. policies and procedures. We provide security training
14 DHL Supply Chain Airline Business Solutions 15
A FLEXIBLE COMMERCIAL APPROACH
AIRLINE BUSINESS SOLUTIONS
In any operation we believe that different commercial DHL is committed to balancing both operational
options should be available, depending on our and financial needs to provide best value. Sharing
Closed customers’ needs. risk and reward gives both parties the incentive needed
book
to form long term strategies. Through the open book
Our open book management model gives our customers commercial model we can provide structured savings.
full transparency of the financial information regarding
their operation. This enables us to work together By adopting our airline business solution as a Fourth
to make more informed decisions and ensure our Party Logistics Provider (4PL) or 3PL provider, DHL can
Open customers have greater control over their budgetary add real value to your business by:
3PL
book spend. Through this model we are able to work towards • Reducing operating costs through improved
aligned goals, eliminate conflicts of interest and distribution, transport, procurement and staffing
Commercial provide the flexibility over the term of the contract • Reducing your working capital through reduced
Model to support any changes in the customer’s strategic inventory and improved availability
direction. Open book information includes, but is not • Reducing fixed capital expenditure through improved
limited to, revenue, profit, cost of goods and services, asset utilization across our network
cash flow and expenses.
Ultimately, the DHL solutions deliver enhanced
Our commercial model of closed book management customer value by improving product quality,
Lead logistics Risk and and accounting is very much still prevalent in today’s availability and customer service performance, whilst
provider reward business. Benefits of this include having fixed pricing reducing cost and capital investment which results in
with a matrix of charges depending on volume and improved profitability and shareholder value.
the services required.
18 DHL Supply Chain Airline Business Solutions 19
MANUFACTURING
& RAW MATERIALS
EXPORT / IMPORT
ACTIVITIES
PRIMARY
MOVEMENT
DISTRIBUTION
CENTERS
SECONDARY
MOVEMENT
B2B & B2C
DISTRIBUTION
AFTER-SALES &
reverse logistics
NO MATTER HOW COMPLEX YOUR BUSINESS IS,
International/national
transportation, order processing,
inventory management
Integrated services - trucking,
warehouses, air/ocean
import/export, customs team
Transporting from import to
warehousing, including
management of fleet
Warehousing - can include
ambient, chilled, frozen,
bonded, automated
Movement of finished goods
from distribution centers
to local areas
By specialist trucks, vans
or by post to businesses
or consumers
Management and
transporting of used/
damaged/unwanted goods THERE IS A SOLUTION FOR YOU
Customizing feeding line- Supplier component A scalable warehousing and Warehousing of motorcycles,
side parts to a continuous collections, consolidation distribution solution for tyres packaging and delivery to
production plant and forward distribution to to allow for seasonal demand national and international
AUTOMOTIVE
production lines across EMEA dealers
Consolidation point for DHL provide all export/import DHL receives, stores and Delivery of bulk petroleum Collection of finished Just-in-time delivery of
inbound deliveries prior activities for construction manages products at a facility to a national supermarket windows from two factories, materials, components and
to kitting, assembly and materials plus timed located inside a plasterboard garage forecourt of over cross docked where orders maintenance parts to 2,500
INDUSTRIAL transportation of components distribution to enable a manufacturing plant. Products trackside and depot railway
270 sites are consolidated for daily and
to a train manufacturer in project in a highly populated are then loaded onto trucks onward delivery to stores engineers throughout the UK We are confident that we can meet your business Our best example of the savings can be seen with the central role in planning and managing other supply
Barcelona city to run on time for further distribution
challenges faster and more effectively. Our scale and NHS Supply Chain business. In 2006, we entered into chain service providers on behalf of its customer,
Inbound to manufacturing- Global clinical trial study Inbound transportation and Off-site hospital warehouse Movement and kitting Over 200,000 deliveries of Providing storage and express expertise mean that, the chances are, we’ve already a 10 year contract with the English National Health including freight and express services.
including freight, customs management including storage at -150ºC and onward and on-site customer service of expensive drugs to 26 medical devices to diabetic distribution of replacement
clearance, and inventory blinding packs, labeling, and shipping within re-usable point to reduce hospital countries with labeling, patients in Italy IV infusion pumps to cover solved your problem many times in the past. In fact, Service (NHS), where we are responsible for managing
HEALTHCARE management for an temperature monitoring liquid nitrogen containers traffic and avoid duplication refurbishment units within UK
literature and quality checks the likelihood is that we’ve made it a best-practice the procurement of over 620,000 healthcare products Our flexibility and adaptability mean that we can manage
orthopaedic manufacturer of stocks hospitals
solution, ready to be implemented by an account team and targeted with over £1 billion savings to be channeled fluctuating daily and weekly demands. We operate a
Shuttle and line-side Inbound and outbound Management of inbound Warehousing, assembly of Management of materials Delivery and installation Return and repair services that intimately understands the market. back to the NHS, to improve patient care. network of distribution centers and transportation for
services to production transport management freight from port to a central products and distribution of through Europe, Middle East of photocopiers and home for mobile phones including a leading supermarket retailer, which entails picking
lines for a global computer through a control tower European distribution center products for an information and Africa of backup power cinema etc to the home or swap stock distributed direct
TECHNOLOGY manufacturer in Ireland service for a global PC for a printer manufacturer management and storage to the end user We’ve described our business excellence and here are just It’s not just about delivery: our power packaging and packing of store products with an accuracy rate of
supplies office so that it is ready for
manufacturer specialist use straightaway
few examples of our depth and breadth in practice: operation is the largest contract manufacturer of food over 99.8%. Within individual locations the volume can
and beverage products in North America. We produce rise to up to 2 million cases per week with a demand
Providing shuttle transport Management of point-of-sale Using our dedicated planning Warehousing operations that Storage, kitting and Distribution of consumer
of packaging deliveries to a for 52 beverage distributors center, DHL manage all provide multi-user services preparation (including local goods from a multi-user We perform global supply chain management for a everything from beverages to cake mixes for some of fluctuation of 40,000 cases per day. Due to the design
leading global brewer across three regions, globally primary movements for one of and processes to store, handle language printing of vacuum ambient and temperature-
CONSUMER from 300 vendors in Asia, the world’s leading consumer and distribute goods for food
leading toy retailer, managing the buying process and the biggest consumer brands in the world in a variety of setup, the distribution centers also act as a hub within a
cleaners to be distributed to controlled facility across
Europe and the Americas manufacturers manufacturers emerging countries) Spain transportation for suppliers principally from Asia to packaging options. hub and spoke network to move bulk supplies efficiently
the Americas and Europe. Our warehousing operations around our facilities for distribution to the stores.
The management of up to The management of over Start-up distribution center Distribution of chilled and Two-man home delivery Collection of returned in each region manage peak seasonal demand of over Our European, inbound logistics solution for a leading
4,000 container movements 1,000 containers of inbound in Slovakia for a supermarket frozen goods to over 400 service for larger goods such products, waste and
from Asia and 1,300 road / products from printers across chain’s expansion into this supermarkets nationally as sofas and brown goods packaging plus product 50,000 orders a day employing 1,100 personnel. To luxury car manufacturer, has resulted in considerable
RETAIL rail movements from across the globe into China, US and new country recalls for a retailer of baby
Europe into production facilities UK warehouses products in the UK
handle the seasonal variation, DHL has set up its own cost reduction and more responsive logistics planning.
for a kitchen manufacturer temporary employment service. This arrangement As the Fourth Party Logistics Provider (4PL), DHL’s
Receiving inbound garments The warehousing, picking and The distribution to a network Pickup and return distribution provides us with greater flexibility, whilst retaining control tower operation has a key success factor in the
from the Far East to three packaging of branded items of 175 national fashion stores to factory outlet for a fashion the business knowledge by attracting more returning European element of inbound logistics, involving 500
warehouses in Europe ready for distribution around label
FASHION France seasonal employees. Through this initiative our quality automotive component suppliers in 17 countries and
improvement process has led to a 30% increase in leading to just-in-time delivery of customized parts to
efficiency since its start-up. the production line. Acting as the 4PL, DHL played a20 DHL Supply Chain Airline Business Solutions 21
WHAT MAKES US DIFFERENT?
1. Customer focus - We aim to think from our 3. Business transformation - Globally we have
customers’ perspective and to anticipate their teams dedicated to business transformation using
1
corporate needs. We make it our business to the most comprehensive change management tools
Customer
understand their growth objectives, key customers, and processes available. These include our industry- focus 2
profitability goals, competitive issues, and more, leading methodology DePICT®. No project goes live Leverage
scale
helping to improve their business models through within DHL without adopting this methodology.
focused relationship management. Success can only be achieved with shared vision and
shared goals. Together with effective leadership,
4
We work closely with our customers, often shoulder customer focus and employee engagement
Delivering 3
to shoulder with their management teams – building we create the drive for successful operational value
confidence and trust in the delivery of their service change to happen. Business
transformation
whilst encouraging same-side-of-the-table behavior to
gain mutual success. 4. Delivering value - We can deliver value through
streamlined processes, greater efficiency, innovation,
2. Leverage scale - DHL are active in more than thought leadership and adopting best practice
220 countries and territories, around the world, from our global business in a broad range of
employing around 310,000 people. With each of these industries. This allows our customers to have the
countries, territories and markets comes different opportunity to realize both cost savings and an
challenges, and our ability to meet these challenges enhanced customer proposition.
has led us to hold a No.1 position in many of our
markets. But to us, being No.1 is about much more Then the process starts all over again…
than size. It is about being a leader in service,
innovation and meeting our customers’ needs.22 DHL Supply Chain Airline Business Solutions 23
Proactive Solutions; Personal Commitment;
Local strength, worldwide
DHL is a Deutsche Post DHL brand with a vision to successful staff recruiting and human resources development. FOR MORE INFORMATION
become “The logistics company for the world”. Our Ultimately we have committed people that don’t accept the
DHL will always strive to understand your airline
promise to customers is to provide simplifying services status quo – every day, across the world, our people work
business needs and work with you to develop the
and sustainable solutions, and to always demonstrate hard to stay informed about local markets and growth
most intelligent solutions.
respect without compromising on results. trends, and we proactively inform our customers about new
solutions and opportunities, gained from experience in other
Simply email Chris Jackson or Richard Cawthra at:
We bring together the combined strength of DHL markets and operations around the globe. This creates real
airlinebusinesssolutions@dhl.com
Global Mail, DHL Express, DHL Freight, DHL Global growth opportunities for our customers. We’re a name
Forwarding and DHL Supply Chain services. you can trust in places you may not.
Alternatively you can telephone DHL Supply Chain
on: +44 1327 308 474.
We aim to be the First Choice – our way of working, our Deutsche Post DHL is not just the largest logistics
corporate culture, our ambition to be the first choice company. It is also rated as one of the most innovative
for our employees, investors and customers. The goal of companies in the industry worldwide. The Group
First Choice is to establish a customer-oriented culture contains its innovation activities in the DHL Innovation
throughout the company. For us, this means offering new Center, which opened in 2007. To bring new logistics
and existing customers even better services, to ensure that products to the market, the DHL Innovation Center
they continue to work with us and recommend us to others. maintains strategic partnerships with leading global
That is the path that will take us forward, in all divisions all companies as well as research alliances with the logistics
over the world. First Choice is a central tool for us to reach institutes of universities and societies around the world.
our objective of becoming the “provider of choice”, the
“investment of choice” and the “employer of choice”. We continue to improve the overall customer
understanding and drive our organization to become
DHL is only as good as its employees, and that’s why we even more customer-centric and to be first choice for
work hard to design policies and concepts focused on our global customers.You can also read
