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Made by :Arush Bhatnagar , MBA172009

Logistics is concerned with getting the products and services where they are needed when
they are desired. It is difficult to accomplish any marketing or manufacturing without
logistical support. It involves the integration of information, transportation, inventory,
warehousing, material handling, and packaging.

The operating responsibility of logistics is the geographical repositioning of raw materials,

work in process, and finished inventories where required at the lowest cost possible

The formal definition of the word ‘logistics’ is: - it is the process of planning,
implementing and controlling the efficient, effective flow and storage of goods,
services and related information from the point of origin to the point of
consumption for the purpose of conforming to customer requirements.

In order to understand the concepts of logistics in terms of practical usage and to glimpse
into the how a real company or organization uses logistics as a formidable tool to gain
customer satisfaction, reduce overall cost and increase efficiency we selected “DHL” the
worlds leading courier service company. But DHL is multi faceted and offers myriad types
of services.

History and background of DHL

DHL are the first letters of the last names of the three company founders, Adrian Dalsey,
Larry Hillblom and Robert Lynn.

In 1969, just months after the world had marveled at Neil Armstrong's first steps on the
moon, the three partners took another small step that would have a profound impact on the
way the world does business.

The founders began to personally ship papers by airplane from San Francisco to Honolulu,
beginning customs clearance of the ship's cargo before the actual arrival of the ship and
dramatically reducing waiting time in the harbour. Customers stood to save a fortune.

With this concept, a new industry was born: international air express, the rapid delivery of
documents and shipments by airplane.

The DHL Network continued to grow at an incredible pace. The company expanded
westward from Hawaii into the Far East and Pacific Rim, then the Middle East, Africa and

Europe. By 1988, DHL was already present in 170 countries and had 16,000 employees.

At the beginning of 2002, Deutsche Post World Net became the major shareholder in DHL.
By the end of 2002, DHL was 100% owned by Deutsche Post World Net.In 2003, Deutsche
Post World Net consolidated all of its express and logistics activities into one single brand,

The world's largest express and logistics Network

DHL is the global market leader in international express, overland transport and air freight.
It is also the world's number 1 in ocean freight and contract logistics. DHL offers a full
range of customised solutions - from express document shipping to supply chain

Below are the global facts and figures that show you the scale of the world's largest
express and logistics network.

Global Facts and Figures

Number of Employees: around 285,000
Number of Offices: around 6,500
Number of Hubs, Warehouses & Terminals: more than 450
Number of Gateways: 240
Number of Aircraft*: 420
Number of Vehicles: 76,200
Number of Countries & Territories: more than 220
Shipments per Year: more than 1.5 billion
Destinations Covered: 120,000

The reason for the success of DHL is due to its very effective and efficient way of carrying
out the process of project management. The basic steps in it are as follows:

Project Management
DHL manages projects according to a six-step process:

 Initiation: The formal start of the project

 Design: The formal agreement on how to approach the project and its deliverables
 Planning: Following agreement, a detailed plan is created
 Execution: After detailed planning and preparation, the project goes 'live'
 Closing: Gradually phase out and prepare for handover of the deliverables
 Handover: The formal end of the project


Logistics is viewed as the competency that links an enterprise with its customers and
suppliers. Information from and about customers flows through the enterprise in the form of
sales activity, forecasts and orders. As products and materials are procured, a value added
inventory flow is initiated that ultimately results in ownership transfer of finished products to
customers. Thus the process is viewed in terms of two inter-related efforts, inventory flow
and information flow.

Inventory Flow

Suppliers Physical Manufacturing Procurement

distribution support

Information Flow

Inventory Flow

The management of logistics is concerned with the movement and storage of materials
and finished products. From the initial purchase of a material or component, the logistical
process adds value. By moving inventory when and where needed. Thus the material
gains value at each step.

For a large manufacturer, logistical operations may consist of thousands of movements,

which ultimately culminate in the delivery of the product to an industrial user, wholesaler,
dealer or customer.
In order to understand logistics it is useful to divide it into three areas:

 Physical distribution

 Manufacturing support

 Procurement

For DHL:

DHL is completely service oriented therefore it does not have its own material movement
but that of the customers both the sender, the receiver and also the intermediateries.
That means it only involves physical distribution and procurement. Procurement also
includes the material needed for packaging such as paper, moulded trays and boxes,
wooden crates, standard containers wraps, plastic inlays etc. The materials or the goods
collected from the senders (including papers, documents, physical goods like clothing,
household good, chemicals, exotic animals etc) are weighed, checked for condition, and
depending upon its various characteristics it is packed. The goods are then dispatched to
their destinations. There is no value addition to the material itself but it is done to the
service which is provided ( eg if there has to be a certain package delivered from India to
UK the normal services would take about 2 days whereas as a super fast delivery would be
done in about 9 hours)

Information flow

Information flow identifies specific locations within a logistical system that have
requirements. Information also integrates the three operating areas. The primary objective
of developing and specifying requirements is to plan and execute integrated logistical

Logistical information involves two major types of flows:

1. Coordination flows
2. Operation flows

1. Planning and coordination flows

Coordination is the backbone of the overall information system.

 Strategic objectives:

Strategic objectives detail the nature and location of customers, which are matched to
the required products and services to be performed.

It implies estimating the time requires for collecting the goods from the door step of the
sender and then estimating the time for the goods to reach the final customer.
 Forecasting

Forecasting utilizes historical data, current activity levels, and planning assumptions to
predict future activity levels. Logistical forecasting is generally concerned with relatively
short –term predictions.
The overall purpose of information planning/coordination flow is to integrate specific
activities within a firm and to facilitate overall integrated performance.

DHL’s whole business is dependent on the vital point of timely delivery. Based on
the distance to the final receiver, the accessibility, the documentations and procedures
that need to be handled etc they have fine tuned the process of delivery. They can
accurately gauge how much time it will take for the goods to reach its end destination.

2. Operational flows
The second aspect of information requirements is concerned with directing operations
to receive, process, and ship inventory as required supporting customer and
purchasing orders. Operational requirements deal with
 Order management
 Order processing
 Distribution operations
 Inventory management
 Transportation and shipping
 Procurement

Operational flows for DHL:

DHL owns its success for the efficiency with which the operations are carried out. Here not
only the company but the sender and sometimes the receiver can track the goods through
their information center. They are given a certain password which they can use to trace via
online or their customer service helpline.

DHL WEB SHIPPING is the on-line express shipping tool that helps customers prepare
documents, book pick-ups, store contact details and track their deliveries. Ideal for busy
office managers, business travelers or receptionists, DHL WEB SHIPPING needs no
special software or training.

Purpose of DHL Web Shipping:

DHL WEB SHIPPING's new, simplified navigation guides customers, quickly and easily,
through the entire process. So they can respond to any shipping request within minutes.

With a click of a mouse customers can:

 Select the right shipping and value-added services for each shipment
 Prepare air waybills and customs documentation on-line
 Get the latest service bulletins and customs information
 Book collections and track shipments on-line
 Save up to 300 customer addresses
 Access shipment records for 99 days
 Alert recipients and other interested parties

DHL WEB SHIPPING is also perfect for telecommuters. You can order a pick-up, check
service availability or track your shipments from any location, in real time, direct from your
wireless laptop.

Supply Chain Management

For DHL:

Supply Chain Optimisation

Good design is at the heart of an effective supply chain solution. DHL has developed a
reputation for consistently developing innovative solutions that streamline operations and
improve control. Their in-house teams have contributed to the solutions design of some of
the world's leading brands and enabled to win key contacts.

DHL solutions design team offers a wide portfolio of expertise and services, from logistics
network strategy, transport design, warehouse design and simulation, through to
operational improvement and inventory analysis.

International Supply Chain

Extended Supply Chain Services
Implementation Services
Outsourcing Projects

International Supply Chain

DHL’s international supply chain management solutions are focused on helping customers
take increased control of international inbound supply chain to maximise the value of
international and global sourcing.

DHL helps customers :

 Give visibility of the upstream supply chain, and enable earlier decision making
 Create a more agile supply chain, better able to respond to changes in consumer
 Reduce lead times, inventories, and associated storage costs

Customer-focused solutions are built up from the following core services:

 Origin management, including: vendor management; supplier collections; customs

brokerage; consolidation services and value-added services
 Global forwarding, including: air/ocean/road/rail freight forwarding and management;
European managed transport
 Destination management, including: port and demurrage management; customs
brokerage; de-consolidation and pre-retail services; port to distribution centre
transportation; direct store delivery (US only)
 Supply chain visibility and management, including: purchase order management; RFID
product tracking; exception management; planning and forecasting; inventory
 Global forwarding services are provided across all major routes.

Logistical services that are offered.

Reverse Logistics
Service Logistics
Inbound to Manufacturing
Medical Device Distribution
Distribution to Stores Management
Engineering Response

Reverse Logistics

DHL’s reverse logistics solutions help customers plan, implement and control flow of
materials and manage related information, back up the supply chain to recapture values
and ensure the safe disposal of goods. Items include the recovery of obsolete or non-
operational white goods such as refrigerators, plus the removal of old furniture on delivery
of new or replacement products.

Services include:

 Roll in Management: de-installation of finished goods at the customer's site

 Returns Management: receiving, sorting, verifying and managing returned products
 Express Delivery: Exchange of Dead On Arrival products

Service logistics

Service and replacement parts

DHL’s service and replacement parts service involves the management of manufacturers'
replacement parts delivered to and from customers according to pre-defined service levels
or warranty agreements on a one-, two-, four- or eight-hour and next-day basis, 24 hours a
day, seven days a week.

DHL works closely with customers to overcome common issues such as:

 Poor parts availability

 High inventory investment
 Long lead times, accentuated by global sourcing
 High levels of customer returns
 Poor visibility, reporting and control
 Cost control of the demand chain

Key services include:

 International freight forwarding

 Domestic and regional inbound deliveries
 Inventory planning, forecasting, procurement and analysis
 Distribution centre operations
 Outbound delivery

The entire process is underpinned by a web-enabled electronic order processing and order
monitoring tool.

Inbound to Manufacturing

Inbound to manufacturing is the complete end-to-end logistics management of inventories,

facilities and labour associated with the inbound flow of materials from vendors and
supplier origins to consumption points in manufacturers production lines.

The service encompasses:

 Network, transportation and facility design

 Inventory optimisation
 Supplier management
 Transportation management
 In-plant services

Key to the service is integrating manufacturers' forecasting, order management and supply
chain execution processes with their component suppliers. DHL implements warehouse
management and supply chain event management systems to manage just-in-time
deliveries and allow supply chain participants to exchange forecast requirements in real

Value is created for manufacturers and component suppliers throughout the world by:

 Enabling a robust and cost-effective supply chain

 Providing the necessary visibility so that the location of all components within the
supply chain is known to all supply chain participants
 Reduce inventory and investment costs
 Improve delivery times
 Co-ordinate multiple components more efficiently

Medical Device Distribution

DHL country-based warehouses for a number of manufacturers to service a local

customer base. This includes the receipt of product from local or global manufacturing sites
and downstream distribution to hospitals.

Distribution to stores management

DHL distribution to store services are focused on helping retailers create efficient
and flexible supply chains to deliver product to retail outlets at high levels of service.

These solutions are built from several core services: reverse logistics collections; sortation;
processing; repair/refurbishment; value recovery; disposal and compliance.

Engineering Response

Through our Engineering Response services, we manage the materials supply chain from
works planning and inbound goods through to on-site works, delivering stock out to
engineers, builders and construction workers in the field.

Extended Supply Chain Services

DHL not only provides physical logistics services but also manages other enhanced supply
chain services, improving efficiencies and reducing costs.

Order management
Receipt, management, execution, sequencing and dispatch of orders in a timely

Call center management

A Call Centre manages orders, monitors sales activities, provides customer services
and functions as a Help-desk.

Global inventory management

DHL gives the customer a global view of inventory, thus enabling informed decisions
regarding the disposition of stock.

Consolidated Billing Services

The creation of a consolidated and categorized invoice, based on all services

performed in a specific time-period by more than one service provider, made available
in an agreed format.

Freight & Customs Solutions

DHL's many years of experience with international trade requirements and formalities,
combined with the European Competence Centre and country expertise, gives
customers the leading edge in service, quality and management in cross border

Implementation Services

Implementation starts by defining project aims, setting the targets and describing the
deliverables in detail. The major topics in implementation include business processes,
engineering, real estate, IT systems, migration, HR, finance and legal considerations.

Performance Management :

Performance management is a key part of the supply chain. Measured elements are
reviewed as a system, as each component interacts with all the other parts around it.
Performance measuring not only records historical performance but also provides early
indication of any service slippage. In this second role, the measures provide a valuable
contribution to DHL's Continuous Improvement Programme.

Outsourcing Projects

Outsourcing involves DHL taking over and managing previous in-house logistics
operations, including:

 Distribution centres
 Transport operations
 Back-office functions
 Supply chain management functions
 After sales services

Innovative Supply Chain Development

Supply Chain Management services are delivered across industry sectors and provide
expertise, knowledge and resources in terms of personnel and supply chain tools. All
services are targeted at optimising logistical operations in both process and strategy, and
are aligned to the client's commercial expectations.

The services are as follows:

 Strategic Logistics Consulting

 Lead Logistics Provider
 Consulting and providing Transport optimisation: Route-Pro and Trans-Pro
 Consulting and providing Supply Chain Design
 Consulting and providing Transportation
 Engineering, optimisation and re-engineering
 Implementation and Project Management
 Process Management
 Outsourcing

DHL’s consulting services also offer re-organisation of customer facilities, project


management for customers, implementation of new IT Systems, creation of tender

documents and tender processing.

Supply Chain Re-engineering

DHL works with customers to review supply chain efficiencies. One of the main tasks is
to evaluate cost efficiency to ensure that costs are being driven down throughout the
contract duration. Data analysis allows DHL to provide customers with 'what if
modeling' or the impact of changing the business rules.

After Sales Optimisation

Optimising return logistics and spare parts logistics as well as maintenance and repair

Vehicle Management Services

Our vehicle management services focus on the management of sales and marketing
support programmes for automotive manufacturers. Combining a range of services and
systems to deliver a global response, we help you overcome challenges at the end of
the automotive supply chain.

Distribution to Stores Management

DHL’s distribution to store solutions are focused on helping retailers create efficient and
flexible supply chains to deliver product to retail outlets at high levels of service.

These solutions are built from several core services including reverse logistics:

 logistics network strategy

 warehouse design and simulation
 transport modelling.

Vehicle Management Services

Our vehicle management services focus on the management of sales and marketing
support programmes for automotive manufacturers. Combining a range of services and
systems to deliver a global response, we help you overcome challenges at the end of
the automotive supply chain.

Distribution to Stores Management


DHL’s distribution to store solutions are focused on helping retailers create efficient and
flexible supply chains to deliver product to retail outlets at high levels of service.

These solutions are built from several core services including reverse logistics:

 logistics network strategy

 warehouse design and simulation
 transport modelling.

Transport Functionality
Transportation is one of the most visible elements of logistics operations. Transportation
provides 2 major functions: product movement & product storage.

Product Movement

Whether the product is in the form of materials, components, assemblies, work-in-process,

or finished goods, transportation is necessary to move it to the next stage of the
manufacturing process or physically closer to the ultimate consumer. A primary
transportation function of product movement is moving up and down the value chain. Since
transportation utilizes temporal, financial, and environmental resources, it is important
that items be moved only when it truly enhances the product value.

Transportation involves the use of temporal resources because product is inaccessible

during the transportation process. Such product, commonly referred to as in-transit
inventory, is becoming a significant consideration as a variety of supply chain strategies
such as just – in – time and quick response practices reduce manufacturing and
distribution center inventories.

Transportation uses financial resources because internal expenditures are necessary for
private fleets or external expenditures are required for commercial or public transportation.

Transportation uses environment resources both directly and indirectly.

In direct terms, it is one of the largest consumers of energy (fuel and oil) in the
domestic United States economy. In fact, it accounts for close to 67% of all domestic oil

Indirectly, transportation creates environmental expense through congestion, air

pollution and noise pollution.

The major objective is to move product from an origin location to a prescribed destination
while minimizing temporal, financial and environmental resource costs. Loss and damage
expenses must also be minimized. At the same time the movement must take place in
such a manner that meets customer demands regarding delivery performance and
shipment information availability.


DHL uses all the modes of transportations that is

rail freight

DHL has its own fleet of airplanes and motor vans. Depending upon the final destination
where the goods have to finally reach and the type of package the customer has paid for,
DHL uses the individual modes of transport or a combination of either of these or all. Once
again the geographical location and how fast the goods have to be delivered are the
factors for the final selection of modes of transportation .

The concept of economies of scale and economies of distance are both taken into
consideration in case of larger consignments where DHL provides an appropriate logistical
solution which helps in reducing the overall cost for the customers.

Inventory Management and Warehousing.

Warehouse Infrastructure Networks

Warehouse Management Solutions
Inventory Optimisation
Special Warehouse Solutions
Outsourcing Projects

Warehouse Infrastructure Networks

DHL warehouse service supports inbound logistics, distribution and aftermarket services in
a way that improves inventory management, reduces total operating costs and improves
cycle times.

DHL facilities offer our customers warehousing that is fully integrated into the wider supply
chain and meets demanding service levels. This encompasses the design implementation
and operation for both dedicated and multi user sites.

Benefits include improvements in:

 Customer service levels

 Stock accuracy
 Lead times
 Redundant stock costs
 Productivity responsiveness to a company's strategic needs

Multi User Centres

We provide a network of multi-user warehouses, enabling manufacturers to hold inventory

at local level, whilst avoiding expensive, dedicated storage solutions. These facilities can
receive products from both local and global manufacturing sites, providing downstream

Strategic Part Centres (SPC)

Our Strategic Part Centers (SPCs) are in-country facilities offering:

 1, 2 and 4 hour order fulfillment

 stock optimisation across the complete network of SPCs
 guaranteed performance against agreed business rule

Express Logistics Centres (ELC)

Our Express Logistics Centres (ELCs) are regional centralised facilities offering:

 order processing
 outsourced repair facilities
 custom final assembly
 kitting services

Warehouse Management Solutions

Warehouse Management Systems

The Warehouse Management System (WMS) records all events and actions in the
receipt, handling and storage of products and orders in a warehouse environment. The
WMS also accurately records the location of inventory whilst stored in the warehouse.

Our Prologs WMS manages all critical processes in the warehouse, and is also an
important support for varied transport and distribution concepts (planning, time

controlling, booking of transport capacity, communication with customs and other


Strategic Inventory Management

Strategic Inventory Management (SIM) has been created to deliver urgent shipments to
main business areas within a 2 to 4 hour time frame, usually time critical spare parts
with a high value and high impact on business.

Direct Express Inventory Management

Direct Express Inventory (DEI) allows customers to centralise stock in one warehouse
and use express distribution to deliver components the next day. Entire management is
done by DHL.

Repair Return Inventory Management

Return & Repair Inventory (RRI) manages the physical flows for Return material
authorization. In this case, DHL will be responsible for picking up the broken part,
sending a new one, bringing the broken part to a repair centre and moving repaired
parts back into stock.

Cross Docking

Cross-dock operations are facilities where shipments are received from one mode of
transport and transferred to another mode, or where shipments complete one leg of a
journey prior to commencement of another journey. Shipments are consolidated or
deconsolidated. Product received into the facility is not taken into inventory.

Special Warehouse Solutions

Vendor Hubs

Warehousing and delivery of service parts, based on demand pull. Vendor hubs are
usually located in close proximity to the manufacturing facility.

Reverse Centres

Specially designated facilities for the receipt and handling of returned parts for repair,
recycling or disposal.

Bonded Warehousing

Bonded warehouses provide secure environments in which customers' products can be

held without immediate payment of local duties and taxes.

Shared-user Warehousing

Our shared-user facilities are designed to meet the needs of organisations of any size.
Currently, we provide shared-user services to leading manufacturers and retailers of
medical supplies, consumer products, industrial equipment, chemicals and technology.

Through sharing of DHL's resources, such as space, labour, equipment and

transportation, customers benefit from synergies that considerably reduce supply chain
costs. Consequently, the customer can increase efficiencies throughout their
distribution network and maintain a higher level of service to their customers.

Outsourcing Projects

Outsourcing involves DHL taking over and managing previous in-house logistics
operations, including:

 Distribution centres
 Transport operations
 Back-office functions
 Supply chain management functions
 After sales services

Technological Electronics/Telecom solutions

Core and Value-added Technology Solutions
Inbound to Manufacturing
Service Parts Logistics
Technical Distribution
Technical Services

Electronics/Telecom Technology

Manufacturers have some of the most complicated supply chain requirements of any
industry because of the nature of the products: complex, high value and rapid


Our logistics solutions help technology companies reduce inventory and cycle time, while
providing control and visibility through to final delivery. This is achieved by focusing on
product availability and optimisation of product flows and supply chain costs. For optimum
flexibility and speed, you can outsource your entire logistics operation, including
distribution centers, transport, back-office, supply chain management and after sales, to

DHL provides the know-how to optimize flows and drive down supply chain costs. You
reduce stock but not quality, and maintain flexibility to meet market needs. Services

 Modular networks consisting of warehouses and hubs, downstream links enabling

merge-in-transit, and delivery capabilities for any size, speed and dimension
 Inbound logistics (VMI or JIT)
 Electronics Distribution Network (EDN)
 Reverse logistics
 After sales logistics - spare parts
 Lead Logistics Provider (SCM) - integrated supply chain services from DHL, whether
end-to-end solutions or management of partial supply chain solutions
 Complete outsourcing, including transfer of staff, infrastructure financing, business
optimisation and supply chain integration

Core and Value-added Technology Solutions

Responding to customer needs, we provide a range of core and value-added services that
reduce cycle times and improve performance. These include:

 inbound logistics to production facilities, including vendor managed inventory hubs

kitting, assembly and light manufacturing operations
 order fulfillment and finished goods distribution
 integrated freight management and contract logistics services
 product delivery and installation, including reverse logistics
 aftermarket and critical service parts logistics

Inbound to Manufacturing
Our Inbound to Manufacturing service enables our customers to more effectively manage
the inbound flow of materials from collection points at their component suppliers' facilities
to consumption points in their production lines. We help address the constant challenge for
both finished goods manufacturers and component and sub-assembly suppliers who must
adapt to shorter product lifecycles and the migration of production facilities to developing


Service Parts Logistics

Our Service Parts Logistics service involves the management of technology manufacturers'
replacement parts delivered to and from customers according to pre-defined service levels
or warranty agreements on a one-, two-, four- or eight-hour and next-day basis, 24 hours a
day, seven days a week.

Technical Distribution
Supporting companies in a wide range of industries including computer equipment and
peripherals, medical equipment, vending equipment, office equipment and
telecommunications, our technical distribution service meets the challenges associated
with the effective and safe movement of high-value goods.

Technical Services

Technology manufacturers expect every link in the supply chain to have capabilities to add
value to their product or process. Our tailor-made solutions can be integrated into existing
customer operations at our warehouses. The strength is the integrated approach with other
segments of the business which improves time-to-market and reduces the cost for the

Value Added Services

Co packing
Product assembly
Other value added services

We offer a comprehensive selection of manufacturing and packaging services through
Power Packaging a DHL Company.

By integrating manufacturing and packaging operations within their supply chains, our
customers can:

 Add flexibility
 Improve service levels
 Reduce costs
 Accelerate time to mark
 Increase asset utilisation

In addition to these core packaging services, Power Packaging brings a unique set of
services and capabilities for customers that include:

Dry foods manufacturing:

Blending and production of complex, multi-component products

Carton, pouch and canister filling in the following types of containers

 Rigid containers (composite and plastic canisters, metal cans, glass or plastic jars)
 Flexible containers (form fill and seal pouches, cartons, slim-sticks and
standup/recloseable pouches)

Beverage manufacturing:

Blending, mixing and filling of hot and cold fill beverages and concentrates in the following
types of containers:
 Plastic bottles (PET) and glass containers (10 oz up to 128 oz)
 Shelf-stable containers (paperboard, plastic cup and bag-in-a-box)

Dedicated facility services:

Turnkey manufacturing solutions including:

 Site selection/development
 Facility and systems design
 New facility start-up and operation.

Other services:
 Packaging and raw material sourcing, procurement and assembly
 Batch/quality control tracking via digital easy-to-trace coding system
 Full range of secondary packaging services

Product Assembly
Postponement, quick response and mass customisation are breakthrough business
strategies enabled via packaging services. Integrating packaging operations into
distribution centres streamlines fulfillment reducing cost, enhancing product visibility
and control, and improving speed-to-market and flexibility in the supply chain.

Packaging services include:


 Postponement packaging - primary, secondary and specialty components

 Co-packing, kitting, assembly and repackaging
 Retail-ready, point-of-purchase displays
 Lot control via variable digital and laser printing
 Machinery system engineering - labelling, bagging, carton filling, club store packs,
clamshells and printed and unprinted film over-wraps
 Make-to-order pallets
 Product rework/redress

Other Value Added Services

Kitting is the addition of items such as accessories and batteries to the product pack. Pre-
assembling is completion of a finished product from component parts or pre-programming
of products.


Sequencing is the consolidation, pre-assembly and sequencing of material flows. Line

feeding covers the delivery of assembled components to a production line.


Repacking for a specific customer can include repalletisation. Reworking is the

modification of products to suit a local market.


Packaging includes packing of products into suitable media for transportation and retail
display. Bundling is the assembly of a number of pre-packaged products to make up an
integrated product offering.

QA Control

Quality control ensures that product is received into and dispatched from the warehouse in
a suitable condition, free from faults and defects.


The application of labels either to the product or to the packaging. Merchandising can
include the addition of price stickers or promotional items ready for retail display.

External Performance Measurement

While internal measures are important for detailed organizational monitoring, external
performance measures are also necessary to monitor, understand and maintain a focused
customer perspective and to gain innovative insights from other industries. The topics of
customer perception measurement and best practice benchmarking, which address these
requirements, are discussed and illustrated below.

Customer Perception Measurement

To succeed in any activities of business one has to always cater to and satisfy the needs of the
customer. To do so, it is essential for one to know how the customer thinks in order to meet his
needs in a more satisfying manner. Therefore, an important component of leading edge
logistical performance is the regular measurement of customer perceptions. Such measures
can be obtained through surveys or by systematic order follow up. These surveys can be
company - or industry – sponsored.

Such surveys ask questions regarding the firm’s and the competitor’s performance in general
or for a specific order in particular. Most of the surveys incorporates measurement of customer
perceptions regarding availability, performance-cycle time, information availability, problem
resolution and product support. The survey may be developed and administered by the firm
itself or by consultants, delivery agents or industry organizations.


Logistics is one the most important and integral part of any organisations strategy
and function. When the logistical process is carried out accurately then not only the
company reduces the production cost but also improves the efficiency and customer
satisfaction. Overall logistics management is very important for today’s highly competitive
and cut- throat corporate world.

DHL has the worlds largest express and logistics Network. Over the past decades it
had turned delivering goods into a finely oiled process. Be it a book, pen, WIP material,
drugs, hazardous chemicals, clothes, documents, wild animals and any other thing under
the sun DHL delivers it . With a network spanning 200 countries and with its private fleet of
airplanes, mobile vans, cargo ship carriers & even rail way automotives in some countries
DHL can handle any type of goods. Not only that with international network there comes
the hassle of documentation and paperwork, standard packaging and other formalities to
adhere to. But DHL has its own department which looks into the international laws and
other formalities. In the end what maters is delivering good in good condition at the door
step of the customer. A happy and satisfied customer makes the business grow.

Competitors have come and gone but DHL has been able to keep its No 1 position intact.
This is because of its dynamic nature and attitude of maintaining good customer relations.
Logistics management is important for every organisation but more so DHL.

We have tried to incorporate all the facets of logistics which propel DHL to be the
best delievery and carriage-service around the world. No wonder that DHL is head and
shoulders above all of its competitors!