DHL India Capability Presentation

CONTENTS
About DHL About Deutsche Post DHL DHL Facts & Figures DHL Products & Services DHL Infrastructure & Operations Capability

DHL International Presence
DHL – Customer Responsiveness DHL vs. Competition Corporate Sustainability Program Awards & Recognitions

India Capability Presentation | Mumbai | May 2009

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DHL Introduction

CONTENTS About us Vision Mission First in India India Capability Presentation | Mumbai | May 2009 Page 4 .

Some 300.000 employees are dedicated to providing fast and reliable services that exceed customers' expectations.  DHL offers expertise in express. specializing in providing innovative and customized solutions from a single source. contract logistic solutions as well as international mail services. overland transport. air and ocean freight.  DHL is a Deutsche Post DHL brand.  DHL's international network links more than 220 countries and territories worldwide.About Us  DHL is the global market leader of the international express and logistics industry. combined with worldwide coverage and an in-depth understanding of local markets. The group generated revenues of more than 63 bn euros in 2007 India Capability Presentation | Mumbai | May 2009 Page DHL Introduction: Main Page .

000 employees are dedicated to providing fast and reliable services that exceed customers' expectation India Capability Presentation | Mumbai | May 2009 Page DHL Introduction: Main Page .About Us  DHL is the global market leader of the international express and logistics industry  DHL is a Deutsche Post DHL brand. The group generated revenues of more than 63 bn euros in 2007  Ranked 57th on the Fortune Global 500 companies list Second largest employer in the world  DHL‟s international network links more than 220 countries and territories worldwide   Over 300.

profitability and market share. leading the industry in terms of quality.Vision Customers trust DHL as the preferred global express and logistics partner. India Capability Presentation | Mumbai | May 2009 Page DHL Introduction: Main Page .

Mission  DHL enhances the business of our customers by offering highest quality express and logistics solutions based on strong local expertise combined with the most extensive global network presence  DHL attracts. develops and retains exceptional people by creating a truly global working environment and placing value on our multi-cultural heritage  DHL delivers above-average returns by providing superior quality and solutions at all levels of the business processes  DHL is a responsible corporate citizen in all countries in which we operate. local communities and the public India Capability Presentation | Mumbai | May 2009 Page DHL Introduction: Main Page . taking into account the social and environmental needs of our employees.

First in India         First to offer Air Express Services in India in 1979 First to offer door-to-door Express Import Solution First & Only to have an exclusive Express Handling Unit in Airport First to offer tracking solutions through Mobile & WAP First to provide 24 hour Customer Service Helpline First and Only to provide Express Logistics in Distribution and Inventory Management First & Only to have Drive-In Service Centers First and Only Air Express company to have TAPA (Technology and Asset Protection Association) Certification  First and only air express company in India to have an in house customs clearance team India Capability Presentation | Mumbai | May 2009 Page DHL Introduction: Main Page .

About Deutsche Post DHL

CONTENTS
Group Description Group Structure Deutsche Post DHL Business units

India Capability Presentation | Mumbai | May 2009

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Group Description

Deutsche Post DHL is the world‟s leading logistics group.

Its integrated companies offer tailored, customer-focused solutions for the management and transport of goods, information and payments through a global network combined with local expertise.

Deutsche Post DHL is also the leading provider of Dialog Marketing services, with a unique portfolio of efficient outsourcing and system solutions for the mail business.

The Group generated revenue of more than 63 billion euros in 2007. With some 500,000 employees in more than 220 countries and territories Deutsche Post DHL is one of the biggest employers worldwide.

India Capability Presentation | Mumbai | May 2009

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About Deutsche Post DHL: Main Page

Freight EXPRESS Supply Chain. Inf. Corp. Sol.Group Structure Deutsche Post DHL Corporate Center MAIL Corporate Divisions Global Forwarding. Global Customer Solutions Global Business Services About Deutsche Post DHL: Main Page India Capability Presentation | Mumbai | May 2009 Page .

publication distribution. business mail.g. addressed and unaddressed advertising mail & Press services  PARCEL Germany : Market leader in Germany for the delivery of parcels and small packets  Global Mail: Largest network for mail distribution worldwide with Crossborder solutions for business mail e. direct marketing and merchandise India Capability Presentation | Mumbai | May 2009 Page About Deutsche Post DHL: Main Page .Deutsche Post DHL Business Units Mail  MAIL Germany: Europe„s leading provider of standard letter mail services for private and business customers.

000 destinations worldwide.Deutsche Post DHL Business Units DHL Express  DHL Express is the perfect partner for all your worldwide express and parcel needs. DHL Express is the result of the consolidation of the former DHL Worldwide Express business and the Deutsche Post Euro Express parcels business and offers Same Day. Widest reach in the industry.000 offices and more than 120. Express. Our Network covers over 4. Asia/Pacific and the emerging markets    Three product lines – Same Day. network covering more than 220 countries and territories in Europe. Americas. Parcel and Freight services. Time Definite and Day Definite – to match different customer requirements for speed of delivery Page India Capability Presentation | Mumbai | May 2009 About Deutsche Post DHL: Main Page .

1 in contract logistics.Deutsche Post DHL Business Units DHL Logistics  DHL Global Forwarding: World‟s No. warehouses and offices  DHL Freight: Europe‟s No:2 Road Freight Service Provider with a presence in more than 30 countries and territories  DHL Exel Supply Chain: World‟s No. India Capability Presentation | Mumbai | May 2009 Page About Deutsche Post DHL: Main Page . terminals. through 813 terminals. with a presence in 59 countries and territories.500 logistic centers. through 2.1 in air freight and ocean freight with a presence in 150 countries and territories. warehouses.

DHL Facts and Figures

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Global Facts & Figures Asia Pacific Facts & Figures India Facts & Figures

India Capability Presentation | Mumbai | May 2009

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DHL Global Facts and Figures

 

Head Office: Bonn, Germany

Revenue: Approx. EUR 13.9 billion (+ 3.1%) (2006: approx. EUR 13.5 billion on a consolidated basis) Shipments: Approx. 920 million (+ 4.5%) (2006: approx. 880 million, excluding German parcels business)

 

Network: 120,000 destinations served in more than 220 countries and territories
Employees: Over 124,000 Customers: Over 8 million


    

Vehicles: Approx. 72,000
Facilities: Approx. 4,700 Touch Points: More than 50,000 Aircraft: Over 350 Commercial Flights: Over 1800 daily flights Hubs: 36
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India Capability Presentation | Mumbai | May 2009

DHL Facts & Figures: Main Page

Hong Kong. Service Centers.DHL Asia Pacific Facts and Figures          Revenue of EUR 6.000 employees 8.000 customers 41 countries and territories More than 50. Offices. Incheon .000 TEU ocean freight in 2007 Over 400. Warehouses)     More than 20 dedicated freighter aircraft DHL Express Hubs in Bangkok. Terminals.500 vehicles 1. Shanghai . Gateways.1 million tons handled in 2007 (724 thousand tons express shipments) 800. Singapore and Sydney 2 million square meters of warehouse storage space DHL is 100% owned by Deutsche Post DHL Page India Capability Presentation | Mumbai | May 2009 DHL Facts & Figures: Main Page .6 billion in 2007 Over 170 million air shipments handled in 2007 (167 million express shipments) 2.500 locations (Hubs.

000 employees More Over 50. Offices.5 million air shipments handled in 2007 than 348.000 vehicles Around More Close Close to 400 locations (Gateways[1]. Warehouses) to 30 commercial flights utilized per day square meters of warehouse space 600.DHL India Facts and Figures 79.000 Over 17. Terminals. Kolkata and Mumbai is 100 percent owned by Deutsche Post DHL. Service Centers.000 5 international gateways: Bangalore.500 locations serviced than 5. Chennai.000 TEU ocean freight handled in 2007 customers 9.000 tons of air shipments handled in 2007 54. DHL India Capability Presentation | Mumbai | May 2009 Page DHL Facts & Figures: Main Page . Delhi.

DHL Products and Services .

CONTENTS Express 9:00 & Express 12:00 Express Worldwide Import Express Airport to Door Services Economy Select International SAARC Global Mail Business Exhibition Express Temperature Controlled Logistics Mango Express University Express Packaging Solutions Break Bulk Express Value Added Services India Capability Presentation | Mumbai | May 2009 Page 23 .

Complete Product Offering Time Definite Products 1 DHL Express 9.00 2 DHL Express 12.00 3 DHL Express Worldwide Express Worldwide Doc Express Worldwide Non-Doc Express Worldwide Non-Doc Freight Day Definite Products 4 DHL Economy Select 5 DHL Road Express (SAARC) Other Products 6 DHL Global Mail Business 7 DHL Exhibition Express 8 DHL Temperature Control Logistics 9 DHL Break bulk Express 10 DHL Mango Express 11 DHL University Express 12 Jumbo / Junior Jumbo Box 13 Express Pallet 16 DHL Exhibition Express Export Support Services Import 14 DHL Import Express Worldwide 15 DHL Airport to door Services 17 Shipper interest Insurance 18 Trade Automation Services 19 Outbound duties & Taxes Paid 20 Ecom solutions India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

EXPRESS 9:00 & EXPRESS 12:00  When you need time-critical or express deliveries made. You get unbeatable transit times and a delivery before 09:00 AM or 12:00 noon. Middle East. products offer you time definite guaranteed deliveries to over 300 cities and major business destinations in Asia.  These India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . European Union and USA. you can count on DHL‟s Express 9:00 & Express 12:00 services to do the job every time. backed with a complete money back guarantee.

00 Express 12.00 notification of delivery to the customer Priority handling of shipments in origin as well as destination money back guarantee Proactive Full India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .EXPRESS 9:00 & EXPRESS 12:00 Features of DHL Express 9:00 & Express 12:00 door-to-door delivery of highly urgent business documents and Guaranteed packages  DHL  DHL  Top Express 9.

DHL Express Worldwide  DHL Express Worldwide is a Door-to-door pickup and international outbound service for delivery of document and non-document shipments by the end of the next possible business day. fast and hassle free customs clearance   Online tracking in real time Simple booking process India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .  Effective.

Features of Express Worldwide Doc Doorstep Pick-up Shortest possible transit times Special tamper proof plastic flier packaging Exclusive bags for carrying Documents End-to-end consignment route transparency through track & trace service Preferred product for bank service Proof of delivery included India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . time-critical documents and nondutiable items. door-to-door delivery of important. The service is an International express door-toExpress Worldwide Documents door delivery for shipments not subject to customs clearance.Express Worldwide Doc Express Worldwide Doc is an expedited.

Express Worldwide Doc  With Express Worldwide Document services. you can be assured of faster deliveries of important business information like:  Print proofs  Architectural  Business  Signed drawings proposals contracts India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

Doc Express Worldwide Doc is an International express service which provides door-to-door delivery for goods subject to customs clearance Express Worldwide Non.Doc It is a high-speed door-to-door delivery service for dutiable packages such as • Samples • Spare parts • Equipment • Machinery • General commodities India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .Express Worldwide Non.

you can track your shipment in real-time while it is in transit. What‟s more. There are no hidden costs Quality Packaging  Free India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .Express Worldwide Non.Doc DHL Express Non Doc includes the following features  Standard  Faster customs clearance included service and simplified dispatch for special customs clearance procedures possible price for door-to-door service  All-inclusive  Complete  Only consignment route transparency through track & trace service DHL handles your shipment throughout the transit and ensures a faster customs clearance of your shipment.

hassles and last minute glitches due to a guaranteed uplift schedule.  Thus you can save on time.Express Worldwide Non-Doc Freight  This revolutionary service offers door-to-door delivery in a world where commercial shipments are usually carried on an airport-to-airport mode. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

Express Worldwide NonDoc Freight  Thus you can save on time.Express Worldwide Non-Doc Freight  This revolutionary service offers door-to-door delivery in a world where commercial shipments are usually carried on an airport-to-airport mode. hassles and last minute glitches due to a guaranteed uplift schedule. Express Worldwide Non-Doc Freight provides the following benefits “Sending commercial shipments made as easy as sending samples” Express Faster door-to-door service for commercial shipments customs clearance at origin & destination Proactive monitoring helpdesk Dedicated Local customs clearance desk for prompt response Rates Page Simplified India Capability Presentation | Mumbai | May 2009 DHL Products & Services: Main Page .

DHL Import Express worldwide Import Express Worldwide is a unique single-window. It is available for both documents and non documents. door-todoor solution to take care of all your importing needs. DHL Import Express Worldwide DHL Import Express Worldwide provides the following benefits “Import made easy” Express door-to-door import service Customer controls delivery all the way from the supplier to their own door Advantages of Import Express Worldwide are as follows  One all-inclusive invoice billed in local currency window solution account for importing from anywhere  Single  Single  Better budgeting and improved cash flow Page India Capability Presentation | Mumbai | May 2009 DHL Products & Services: Main Page .

advanced trackability. DHL Airport to Door Express  (APD) Plus. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . competitive pricing. hassle-free customs clearance.  DHL Airport-to-door Express is a service that makes great sense when you need to import on your own terms. you gain the value of quick. DHL Airport-to-door Express fulfils all your INCO terms for FOB/FCA shipments with your suppliers. and the convenience of a single invoice paid in one currency.DHL Airport to Door Express  Backed by global infrastructure and service strength.

TH. TW. SG. CN. NZ. JP. ID. HK.DHL Airport to Door Express Features of DHL Airport to Door Express are as follows  DHL Airport to Door Express Airport to Door Express is designed to meet the needs of customers who import from their overseas suppliers on FOB shipping terms. Supplier to hand-over the parcel at a designated DHL service centre. PH. Airlift and all destination processes.  (APD)    All inclusive & pre-decided pricing Service Available from 14 Asia Pacific countries (AU. KR. DHL would carry out origin custom clearance. VN) India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . IN. FOB shipping term: Supplier is responsible for all origin processes and Buyer is responsible for Air Freight and Destination processes. MY.

track & trace facility.DHL Economy Select  Economy Select is the latest addition to our product portfolio which offers you the reliability of express at the economy of freight. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .  ESI is the most reliable shipping option when you have time on your side and it also saves your shipping cost.  It uses a multi modal network to transport your shipments to your consignee and comes with all the standard express benefits like 24x7 CS support. Shipment Insurance etc. DHL Economy Select (VHW)  ESI is a deferred door to door product which takes care of all your commercial shipping needs and is an economical option for your shipments that do not require express transit times.

DHL Economy Select Features of DHL Economy Select  Economical service for not-to-so-urgent yet time sensitive shipments DHL Economy Select (VHW)     Deferred Transit times.4-6 days Combination of road & air 30-50% economical than Express rates Min. shipment weight of 45kgs India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

fastest international express door-to-door delivery of parcels subject to customs clearance DOC and NDOC carry a special SAARC-zone pricing.. instant trackability and much more.DHL in SAARC countries Costly customs delays. Now. instant trackability and many more advantage. Road Express-reliable road delivery of low value shipments. one consolidated door-to-door invoice. for the first time in India. fastest transit time. Pick from these three unique services to trade in the SAARC circuit: Express Worldwide DOC. lane capacity constraints.shipping in the SAARC circuit can be a tedious process. DHL‟s consolidated intra-SAARC shipping solution lets you choose the way you ship.fastest international express door-to-door delivery for documents subject to customs clearance Express Worldwide NDOC. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . one consolidated doorto-door invoice.. inefficient service.

Road Express ( SAARC) Features of Road Express (SAARC)   Deferred Transit times. Piece weight of 100 kgs Only to BD right now End to end Track & Trace Reliable network of Blue Dart & DHL Road Express (SAARC)      India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .7 -13 working days Surface line end to end Min. chargeable rate is for 100 kgs Max.

greeting cards. That too at a reasonable price – Re. magazines.000 locations worldwide – DHL Globalmail is the world‟s leading provider of international mail services.DHL Global Mail Business  With easy access to over 120. brochures. we deliver whatever you want – from doorstep to doorstep. What‟s more. your consignment reaches its destination in just 5 to 10 days*– backed by the experience and expertise of one of the largest postal services across the globe – Deutsche Post. DHL Global Mail Business  Be it invitations. annual reports. we offer you all the convenience required for bulk mail India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . imaging to archiving.   And from sorting to franking. 1 per gram of the mailer. small parcels or even direct mail.

DHL Global Mail Business Unique features of Globalmail:   Distribution through postal organisations across the globe Pick-up by DHL from your doorstep Credit facility available Sorting and franking DHL Global Mail Business          Proof of Posting Return of undelivered mail. at no additional cost Customs clearance facility List management services Post bag/box management International business reply management Delivery time of 7-10 days* Page India Capability Presentation | Mumbai | May 2009 DHL Products & Services: Main Page .

DHL Exhibition Express DHL Exhibition Express is closed loop origin-to-door-to-origin service for all your international exhibition logistics needs. Features of DHL Exhibition Express DHL Exhibition Express  Closed looped solution for Origin-to-destination-to-origin exhibition material  Latest cut-off dates for pick-ups & on-time delivery at fair/exhibition   Hassle customs clearance returnable & non-returnable shipments Dedicated team of Sales. Operations. Marketing & CS team for handling exhibitions   All inclusive & pre-decided pricing Ability to handle small fairs to big fairs India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

ensures safe and compliant transport in cooled.  DHL Temperature Controlled Logistics A new patented packaging system has been combined with Express Distribution. -20°C or protected ambient (2-25°C) environments for varying distribution times. deep frozen or controlled ambient states. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . validation services and project management to create a market leading temperature controlled logistics solution. information systems.  The innovative Temperature Controlled Packaging.DHL Temperature Controlled Logistics  DHL Express has developed a range of superior cool chain services to meet the specific needs of the Life Sciences industry. expert customs clearance.  Using different cooling mediums the packaging performance delivers temperature controlled cool chains offering 2-8°C.

DHL Temperature Controlled Logistics Features of DHL Temperature Controlled Logistics  Wide reach: Pickup facility even from remote locations all across India DHL Temperature Controlled Logistics    Provision of refrigerants at all locations for specified temperature ranges Providing various validated temperature controlled packaging Optional provisions of temperature data loggers to record and monitor the temperature for shipments transit Individual Handling of the shipments through customs Next available flight out for shipment to ensure speed of delivery Dedicated Customer Service Desk for Proactive monitoring during transit Dedicated & trained staff to handle specified shipments at airports Immediate confirmation of shipments after delivery      India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

perfectly packed and doorstep delivered. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .DHL Mango Express  You can use this service to gift international clients. DHL Mango Express  Only the best Alphonso mangoes are hand-picked. FREE 'ripe-in-time' Alphonso mangoes. friends and relatives.  You can also send a personalised message with your shipment.  This sweet gifting option is only available during the summer. mango season.

DHL Mango Express   DHL Mango Express Features Innovative gifting options for sweetening relationships Free “A”Grade ripe-in-time alphonso mangoes Discounts of more than 25% of air express rates No hassle of paperwork Special packaging with ventilators Available to more than 70 countries DHL Mango Express      India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

DHL University Express Special discounted air express for student applying abroad Tamper proof envelope for applications DHL University Express Special ISIC (International Student Identity Card) recognized by United Nations offering discount to students across the world for  Air travel  Entertainment  Transportation  Library Special India Capability Presentation | Mumbai | May 2009 rewards scheme Page DHL Products & Services: Main Page .

depending on the product shipped. we have it all.Packaging Solutions  DHL offers a range of free-of-charge standard packaging solutions to suit the sizes and type of package you wish to ship.  Apart from the packaging for the documents in flyers and parcels in specialized boxes DHL offers a host of packaging solution to suit your needs. DHL can also provide with an extensive range of customised packaging solutions.   From plastic flyers to cardboard boxes. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

Packaging Solutions Packaging: Flyers Outer Dimensions Express Flyer .Small Express Flyer . Magazines. Pamphlets. Annual Reports and Brochures India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .Large 310 X 420 mm 375 X 485 mm Recommended Max Wt 3kg 5kg Recommended Use Documents.

machine and electronic parts. electronic parts. Ideal for bulky samples. machine and electronic parts. Ideal for bulky samples. DHL triangle tubes are specially designed to ship maps. garments. charts. blueprints and any type of large flexible document. machines.Packaging Solutions Packaging: Boxes Outer Dimensions Express Box 1 Express Box 4 Express Box 6 320 X 225 X 50 mm 346 X 106 X 300 mm 360 X 236 X 296 mm 426 X 310 X 276 mm 455 X 300 X 380 mm 614 X 460 X 436 mm 940 x 160 x 140 MM Recommended Max Wt Recommended Maximum Weight 3. pamphlets. machine and electronic parts. artwork and calendars Express Box 8 Recommended Maximum Weight 8 Kg Express Box 11 Recommended Maximum Weight 11 Kg Express Box 25 Recommended Maximum Weight 25 Kg Express Tube Recommended Maximum Weight 4 Kg India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . multiple samples. large documents. maps. manuals. Ideal for bulky samples. blueprints. finished goods. garments. Can be used for drawings. garments. machine and electronic parts. garments. fabric samples. garments.5 Kg Recommended Maximum Weight 4 Kg Recommended Maximum Weight 6 Kg Recommended Use Designed for catalogues. multiple samples and office materials Designed for large documents.

Jumbo & Junior Jumbo box International express door-to-door delivery using specially designed heavy-duty packaging for goods up to 25 kg. DHL Jumbo and Junior Jumbo offer the most effective and convenient method to get your shipments to their destinations on time. for Junior Jumbo. for Jumbo Box and up to 10 kg. all for a low flat fee. Whatever you send and wherever you send it. DHL Jumbo Box and Jumbo Junior India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

for Junior Jumbo.Jumbo & Junior Jumbo box International express door-to-door delivery using specially designed heavyduty packaging for goods up to 25 kg. for Jumbo Box and up to 10 kg. Whatever you send and wherever you send it. DHL Jumbo Box and Jumbo Junior Features of DHL Jumbo and Junior Jumbo Box     Express door-to-door delivery for a low flat fee Flat discounted rate Sturdy. all for a low flat fee. DHL Jumbo and Junior Jumbo offer the most effective and convenient method to get your shipments to their destinations on time. double corrugated packaging DHL Jumbo is ideal for exporting all types of goods up to 25kg Jumbo Junior for goods up to 10kg DHL India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

2 X 36 cm 43.2 X 27 cm India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .Jumbo & Junior Jumbo box DHL Jumbo Box and Jumbo Junior 49.4 X 35.3 X 44.

Features of DHL Express Pallet Easy export of freight weighing 50. Made entirely from compressed paper. 100 kgs All inclusive fixed pricing for 50. which enables easy shipping of 100 kg. shipments. 75 kg.Express Pallet The DHL Express Pallet is a convenient.One box fits all! Shrink wrapped for enhanced protection Express Pallet India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . Its modular flexibility also allows it to be folded in 3 ways. 75.75 & 100 kgs Weather proof & sturdy packaging Special palletized packaging for ease in handling Flexi volume sizes. the pallet can take loads of up to 100 kg. and 50 kg. flexible yet economical way to send goods internationally..

Express Pallet India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

VALUE ADDED SERVICES DHL Products & Services: Main Page .

Value Added Services DHL‟s delivery services are backed by a range of value-added services that address all your shipping and business needs. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .

 We offer facilities like 24-hour Customs clearance and proactive information regarding your incoming shipments.Customs Clearance Customs Clearance  Our years of experience in India have given us the opportunity to develop excellent relations with the Customs Department.  This enables us to facilitate the fastest clearance procedures possible. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . It also ensures that your regular shipments do not get overvalued by customs thus saving you both time and money. ensuring the quickest Customs clearances in the industry.

this service is our way of assuring you that almost nothing is left to chance. anytime Least paperwork hassles Easy claim settlement For Inbound and outbound shipments India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . Shipper‟s Interest Insurance (SII) covers all kinds of shipments and parcels shipped internationally. SII – Import and Export (Shipper’s Interest Insurance) Features of Shippers Interest Insurance        All risk insurance cover for high declared value shipments Most comprehensive coverage across inco-terms Easy subscription On the spot enablement of cover anywhere. Beyond reliability of delivery. Be it for direct replacement. or transportation charges. repair costs.Shippers Interest Insurance DHL arranges Shipper‟s Interest Insurance (SII) to provide door-to-door insurance protection for your shipments against all risks of physical loss or damage from an external cause.

create the documents required for international trade.Trade Automation Services DHL Trade Automation Services is the first step towards offering world-class trade information services.compare charges and compliance rules for up to five exporting countries  Trade Documentation . It offers six on-line services:  Landed Cost Calculator .estimate duties. and customs transactions  Interactive Commodity Code Classification . taxes and other import fees so you know the costs upfront  Product Compliance . currently covering 46 countries and approximately 90% of the world's trade.check shipper and receiver details against denied party lists maintained by governments and international authorities India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .search for HS/HTC and ECN commodity codes for quick and accurate product classification  Restricted Party Screening .ensure your shipment complies with each country's import and export regulations  Comparison of Landed Costs and Product Compliance . logistics.

Outbound Duties & taxes Paid. Following are the advantages of the DHL Outbound Duty Paid Service „Export Samples‟ can be sent to importers with all transportation costs.DTP Under the DHL Outbound Duties and Taxes Paid Service (OB DTP) you can send a shipment where all costs including the destination duties / taxes can be settled by you in INR. OB DTP allows you to pay the freight cost at the origin while the destination duties / taxes are charged back from the destination. inclusive of all costs including destination duties India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . Moreover the duties / taxes bill back can happen either to the shipper or 3rd party at the origin or to a party in a 3rd country. other than the destination. duties and taxes paid by the origin    The seller (shipper) is in full control of the outbound shipping process Exporters in India can negotiate with their respective customers abroad on a „Single Price Basis‟.

we make shipping simple and efficient. India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page .DHL Shipping Tools Not only does DHL offer a one-stop solution to your shipping needs. Whether you're looking for simple on-line shipping. the solution is only a click away. shipping management or integration solutions.

up-to-date information regarding DHL services.DHL Shipping Tools  DHL Connect DHL Connect is an advanced Internet based Shipment Processing System that gives you access to real-time. It allows you control over international shipment management. by automating many internal processes and reducing paperwork India Capability Presentation | Mumbai | May 2009 Page DHL Products & Services: Main Page . It is the industry's easiest. with absolute security. DHL Web Shipping is very easy to use and users can start using it immediately without any training. check service availability or track your shipments from any location. most flexible shipment processing system. Through DHL Web Shipping. generates standardized and customized reports and gives you access to Global Track for on-line tracking of shipments.  DHL EasyShip DHL EasyShip helps you streamline your express shipping processes. It prints all the necessary documentation for domestic or international shipments. book pickups. You can order a pick-up.  DHL Web Shipping DHL Web Shipping is the on-line express shipping tool that helps you prepare documents. There are no installation costs and one does not need to install special software. in real time. You will no longer need to manually keep track of your shipment status. one can save time and money every day. right from your desktop. store contact details and track your deliveries. direct from any PC or wireless laptop.

DHL Infrastructure and operations capability .

CONTENTS Overview of Operations Strength Locations Facilities and Infrastructure Connectivity Clearance Capability Security Quality Control Centers India Capability Presentation | Mumbai | May 2009 Page 67 .

No outsourcing   Network that provides you best transit times in the industry New Generation Scanners to ensure real time visibility of shipments Only company to have TAPA Certified Facilities to ensure security  India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .270 offices spread across more than 80 cities End-to-end operations handled by DHL employees.Brief Overview of DHL Operations Strengths Modern fleet of more than 250 four-wheeled vehicles Widest network.

Brief Overview of DHL Operations Strengths       Only company to offer 24x7 Co-located In-house dedicated Customs Clearance Widest International Air Network connecting more than 120.000 destinations Five gateways offering more than 45 daily flight connections Dedicated Express Handling Unit at Delhi airport Dedicated Air Freighter five days a week Only company to have Ion Scan Machine for chemicals India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Locations DHL India Locations  125+ Blue Dart (BDE) locations    21 DHL branch offices 125+ DHL retail counters 226 BD Retail Outlets with DHL branding Legend: DHL Direct 12 BDE PUD network DHL Branch Offices DHL Retail India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Service Centers.Facilities & Infrastructure       79.5 million air shipments handled in 2007 More than 348. Offices.000 customers serviced Over 17.500 locations serviced More than 5. Terminals. Warehouses)  Over 50 international commercial flight connections daily India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .000 vehicles Close to 400 locations (Gateways.000 tons of air shipments handled in 2007 50.

000 square meters of warehouse space 5 international gateways: Bangalore. Delhi.Facilities & Infrastructure     600. Kolkata and Mumbai Only company to have TAPA Certified Facilities to ensure security Only company to offer 24x7 Co-located In-house dedicated Customs Clearance   Dedicated Express Handling Unit at Delhi airport Dedicated Air Freighter five days a week  Only company to have Ion Scan Machine for chemicals India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page . Chennai.

Connectivity: An Unbeatable Aviation Network Aviation network of 420+ aircrafts (Owned. DHL operates through JVs and charter contractors with over 40 aircraft In Asia Pacific. JV airlines. we operate over 20 aircraft What it means to you? On time performance +98% within 15 min Flexibility in connections Guaranteed uplift Widest reach to more than 220 countries India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page . 20 charters / feeders In Latin America. Charters) In US. a network of over 70 aircrafts– 50 owned. Astar and ABX network of over 260 aircrafts In Europe. ACMI agreements. Africa and Middle East.

Connectivity: India Domestic Routing Connectivity & Network: India domestic routing DEL Jmu Jrd Atq Ldh Aba Gzb Ggn Kot Udi Ahd Qgr Rjk Bdq Sur Vap Nbm Ind Ola Ngp Jbl Nda Knp All Dhanba d AMD Sil Gau CCU Jmd Beragoh ra BOM HYD Nsk Aur Pnq Khl Vij Mlr Mys Caa Plg Cok Sal Ede Cjb Ichapura m Vzg MAA BLR Under development Surface Network India Capability Presentation | Mumbai | May 2009 Page Air Network DHL Infrastructure: Main Page .

Connectivity: Freighter and AP Network EMA CGN TAO (05) NW (05) ANC SFO CVG LAX BGY NGO (05) PEK (05) SEL NGB (05) SHA OSA TYO CAN/SZX NW (05) DEL TPE HKG MNL BLR MAA BKK PEN SGN KUL (05) SIN POM JKT CNS BNE SYD MEL (05) AKL WLG CHC India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Connectivity: Freighter and EU & US Network ANC JFK SFO LAX CVG EMA CGN LHR AMS BRU FRA BGY Delhi Mumbai (Bombay) Kolkata (Calcutta) Bangalore Chennai (Madras) India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Connectivity: US Aviation Network YEG YVR SFF YKM PSC BIS YOW MSP EUG MFR IDA TWF MSN MKE ORD LAN SBN DTW EWR DEN MCI SFO ICT SGF TRI BNA SMX SBA OXR LAX OKC MEM TYS ATL ONT SAN CXL PHX TUS DAL ROA JFK PHL CVG HUB SHD BWI RIC ORF MBS ROC BOS BDL FAR YUL YYC YWG EMA BRU BAH SEA BFI YHZ SLC RNO CXP SMF STL IAH LCH MSY MCO ASTAR and Feeder Network GDL MEX MIA STT STX KIN India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Connectivity: European Network India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Connectivity: Latin America Network India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Connectivity: Africa Network India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Connectivity: Middle East Network India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

000 destinations across 220 countries and territories worldwide ANC EMA CGN BRU BGY DEL SHJ BAH ACC LOS LAX MEX CVG JFK MIA CCS PTY BOG MAO GYE PEK SEL TYO OSA SHA TPE BKK HKG MNL KUL SIN Network of hubs across the world India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .DHL Global Aviation Network Connectivity & Network: DHL Global Aviation Network DHL‟s network spreads to 120.

DHL Global Network India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Clearance Capability     Pre-flight clearance at Five Gateways Duty Payments can be effected 24 hours for Express Shipments Separate Clearance for COB and Cargo Customs associated with WCO   Transshipment both International and Domestic Regulated facility at DEL  In House Customs  24X7 Clearance capabilities    Express Clearance currently not on EDI nevertheless its faster than the Cargo EDI Immediate release guidelines for Pre-Declared load Standardized Clearance reporting at all the Gateways Page India Capability Presentation | Mumbai | May 2009 DHL Infrastructure: Main Page .Clearance Capability DHL India .

a distinction Clear In The Air (CIA) DHL clears more than 85% of shipments through Clear-In-Air system. which means your shipment gets cleared even before landing India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .World Clearance System.

Key security features include Digital CCTV systems to enable both local and remote monitoring Access control systems Secure high value product staging areas with restricted access and round-the-clock surveillance. India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page . DHL Express has embarked upon a programme of certifying its facilities through the Technology Asset Protection Association or TAPA.Security Management at DHL All facilities are designed in accordance with Crime Prevention Through Facility Design (CPTFD) principles.

Security Warehouse Security Standards Surveillance Cameras with Monitoring(CCTV) Employee ID picture badges (badges for visitors) More than 30 Days Recording Motion Detection Systems 24 hours Security Guards Fire Fighting Equipment Secured doors and windows DHL offers the highest Security Standards for your Goods India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

especially High-Value Goods Electronic Articles Small Sized Goods India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .Security Warehouse Security Standards Security Cage with Badge Access and 24 Hours Video Surveillance for all kinds of Goods.

Locked Cargo Doors  Background Checks of all Drivers Prior to Employment  Drivers Trained to Prevent Robbery and Burglary  Drivers are Equipped with Mobile Phones  All vehicles on wireless system  All vehicles fitted with alarm systems India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .Security Vehicle Security Standards  Solid Top.

Quality Control Centre Only Air Express Company to have a Quality Control Centre in India operating 24X7. for real time information and real time control India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Quality Control Centre Real time information – Real time control QCC has a Real Time Flight Display Map Color will change depending on status in UAS (Unified Airline System) Once uplift confirmation is received the line between Origin and Destination will grow in “real time” until the arrival at Destination India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page .

Pro-active Notification India Capability Presentation | Mumbai | May 2009 Page DHL Infrastructure: Main Page . Service Recovery 2. anytime across the world you can expect 1.Quality Control Centre Worldwide Network Keeping the world under watch 24/7 What this means? Anywhere.

INTERNATIONAL PRESENCE .

CONTENTS Global Network USA Europe Asia Pacific Africa Middle East India Capability Presentation | Mumbai | May 2009 Page 94 .

DHL Global Network India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page .

DHL International Gateways India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page .

Asia Pacific Expertise and Presence India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page .

Competition .DHL vs.

Snapshot India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page .Operations Capability .

2%) (8.7%) (22.8%) UPS -0.2% ( +0.5%) (37.4% ( +0.3%) (x%) = Market share 2007 2006 ( -0.8% Source: DHL internal data.5%) (13.1%) (11.3%) EMS +0.Market Share (Outbound Billed Revenue) Billed Onshore Revenues of Key IE Players. 2007 (INR Millions) DHL (13.3%) (6. Industry experts and competitors interviews India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page 100 .2%) Others -0.4%) (7. Internal interviews.9%) (21.9%) (9.1%) (11.9%) +0.4%) TNT -0.3% ( -0.6%) ( +0. 2007/2006 TDI + DDI Share of Relevant billed Onshore International Express Market.3% ( -0.6% FedEx +0.5%) (36.

 No revenue recognition in India for the Inbound sales  TNT‟s inbound product is stable now and grew at ~50% albeit on a smaller base FedEx +19.2%) Key Observations  While Inbound contribution to DHL revenue was only 25%2 in 2007.8%) (87.3% EMS (x%) = Market share 2007 2006 Others Source: DHL internal data.3% (5.  Facility available to only a few large customers for special requirements.7%) (3.8%) -0.Market Share (Inbound Billed Revenue) Player Shares in Inbound Market. 2007/2006 100% = 2.4% (88.9%) +0.9% (3.3% (3. it contributed to ~43% to overall DHL growth  No strategic plans observed of FedEx or UPS to introduce any Inbound products. Internal interviews.3%) (5. Industry experts and competitors interviews India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page 101 .6% (2.105 (up ~40% from 2006) TDI + DDI DHL +41.6% TNT +49.3%) UPS +14% -0.0%) +0.

Internal interviews. 2007 (Tons) Relevant billed Onshore Shipment Share of Key Players. Industry experts and competitors interviews 2007 2006 102 India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page .Market Share – Weights & Shipments Relevant Billed Onshore Weight Share of Key Players. 2007 (Shipments) 1) TDI + DDI DHL (23%) DHL (22%) FedEx (21%) FedEx (4%) UPS (12%) UPS (5%) TNT (6%) TNT (10%) EMS (9%) EMS (17%) Others (29%) Others (43%) (x%) = Market share Sources : DHL internal data.

of respondents) Q3'07-Q2'08 3. along with some slight gains in the express package segment though slight decline is observed in the express document segment across all geographical areas Base: No.982 (1.Perceived Usage Share of Total Shipments • DHL strengthen leading position of perceived overall usage with more than 50% share • TNT remains the next best player with stable overall usage share this quarter. India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page .576 (985) Q4'07-Q3'08 3. of shipments (No. of shipments 48 Week Avg.082) 90% Q4‟06 Q1‟07 Q2‟07 Q3‟07 Q4‟07 Q1‟08 Q2‟08 Q3‟08 80% 70% 60% DHL 50% 40% 30% 20% 10% % TNT Blue Dart FedEx UPS First Flight EMS Elbee 9/18/2006 10/9/2006 10/30/2006 11/20/2006 12/11/2006 1/1/2007 1/22/2007 2/12/2007 3/5/2007 3/26/2007 4/16/2007 5/7/2007 5/28/2007 6/18/2007 7/9/2007 7/30/2007 8/20/2007 9/10/2007 10/1/2007 10/22/2007 11/12/2007 12/3/2007 12/24/2007 1/14/2008 2/4/2008 2/25/2008 3/17/2008 4/7/2008 4/28/2008 5/19/2008 6/9/2008 6/30/2008 7/21/2008 8/11/2008 9/1/2008  Based on all express shipments sent in the past 7 days. 100% Base: No.

100% 90% DHL First Flight Blue Dart FedEx TNT EMS UPS Elbee 80% Base: Q2‟08 (325) % Q3‟08 (350) % 70% DHL 98 98 96 82 58 91 95 86 100 97 96 89 70 91 98 91 60% Blue Dart FedEx UPS Q4‟06 Q1‟07 Q2‟07 Q3‟07 Q4‟07 Q1‟08 Q2‟08 Q3‟08 50% 40% 30% Elbee TNT First Flight 20% 10% % 1/8/2007 2/5/2007 3/5/2007 4/2/2007 1/7/2008 2/4/2008 10/16/2006 11/13/2006 12/11/2006 10/15/2007 11/12/2007 12/10/2007 9/18/2006 4/30/2007 5/28/2007 6/25/2007 7/23/2007 8/20/2007 9/17/2007 3/3/2008 3/31/2008 4/28/2008 5/26/2008 6/23/2008 7/21/2008 8/18/2008 EMS India Capability Presentation | Mumbai | May 2009 Page DHL International Presence: Main Page .Total Unaided and Aided Mentions Base: All respondents 12 Week Avg.Brand Awareness .

worldwide An environmentally aware company Locally present 20% 60% Has specific know-how of my business sector Easy to use Reliable 40% Good within AP Has a can do attitude Trustworthy Genuinely worldwide service Good to the US Best overall service Has high service quality % Has friendly people Takes the initiative Has great flexibility Makes me feel confident and in control Market leader Offers a broad service and product portfolio Good to Europe Innovative Strong customer relationship DHL Source: India MRM Report Q3 2008 Blue Dart FedEx UPS TNT First Flight EMS India Capability Presentation | Mumbai | May 2009 Page .Company Image: Comparison DHL continues to have the strongest associations across all imageries Likeable Has low prices Fast 80% Value for money Has local strength.

DHL India – Customer Responsiveness Being the first choice of our customers India Capability Presentation | Mumbai | May 2009 Page 106 .

Using a mix of independent research we are always aware of what is expected of us by our customers  Customer Satisfaction Study (CSS): The study acts as a dipstick of the satisfaction of air express services as perceived by a robust sample of customers of DHL and competition. The CSS results help us identify areas for improvement in our offerings to customers Mystery Shopper Study (MSS) : Conducted by external agencies these are aimed at measuring not only the satisfaction of a random sample of customers. but also the delivery of the service by Express Centre executives. our emphasis has always been on ensuring that we know what our customers think of us. Customer Service agents and couriers – or. the quality of service offered at key customer touch points  India Capability Presentation | Mumbai | May 2009 Page . in other words.DHL Indian Capability – Customer Responsiveness At DHL.

India Capability Presentation | Mumbai | May 2009 Page .DHL India Capability – Customer Responsiveness Based on the feedback gathered through independent studies all our processes are aligned to enhance the customer experience with us and improve the industry standards on customer responsiveness:  24 X 7 contact centre:  All India toll free lines.  95% calls are answered within 10 sec  No IVR.  Customer first:  First-of-its-kind program in the service industry  Deals with Customer Lifecycle Management  Engages with the customer from the first time.  Continues to engage with them through the life cycle.1 % of total.  Abandoned calls are at less than 0. DHL sales interacts with the customer.

among other facilities. Online. Unique in the international air express business in India.     India Capability Presentation | Mumbai | May 2009 Page . Key Account Support (KAS) Desk : Dedicated desk for key customers with a dedicated toll free number. for quick access. error-free shipping with DHL Payment Gateway : Unique. easier. pioneered by DHL. Sunday Delivery: Sunday Delivery at no extra cost so that customers are available to receive their documents and parcels at the time that is most convenient. involving zero human intervention. Mobile Follow Me Track : Proactive SMS bases shipment status alert solution Express4U: Simplified pricing structure aimed at further providing convenience to the retail customer E-commerce tools : Easy to use shipping management tools aimed at faster.DHL India Capability – Customer Responsiveness     90-minute pickup: Shipments picked up within 90 minutes of pick up booking Track & trace : Through Contact center. paperless & secure way of payment through credit card at the time of logging a pick-up.

DHL India Capability – Customer Responsiveness  Pro Note: Pro Note is a tool that enables customers to get the account level shipment information on a proactive basis ezyBill : Online tool through which customers can print and archive their own DHL invoices Quality Shipment Monitoring System (QSMS) : Shipment monitoring system that enables the identification of a breakdown in the shipment process chain at the earliest possible time to activate agreed contingency plans to maintain consistent service levels CS Disaster Recovery Centre : Disaster Recovery Centre in Chennai as a key Business Continuity mechanism in the case of a natural or manmade casualty in Mumbai    India Capability Presentation | Mumbai | May 2009 Page .

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