DHL 2002 Annual Report Download - page 16
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15
Satisfied customers are the prerequisite for our growth
Our value creation program has a clear customer focus. We already offer our customers
a single-source, end-to-end range of mail, express, logistics and financial services. In
order to drive forward this one-stop shopping, we have developed a comprehensive
package of measures that we will implement within the framework of STAR:
1. DHL as an umbrella brand for express and logistics services
In the future, Deutsche Post World Net will present its express and logistics activities
under a single, international brand. We chose the well-established DHL brand because
it stands for global presence, speed and dependability. This familiar and trusted brand
name will aid us as we continue to develop globalized markets.
2. Joint management of the EXPRESS and LOGISTICS Corporate Divisions
The administrative centers of Deutsche Post Euro Express, Danzas and DHL will be
merged at DHL’s Brussels location. This will result in a streamlined structure and
more efficient organizational processes. In addition, we plan to integrate formerly
independent central functions in order to realize synergies. A Global Coordination
Center will reduce costs and increase efficiency, particularly with respect to central
functions such as finances, information technology and communication.
3. Harmonized products and sales structures
In order to make our service offering more transparent to customers, we will stream-
line and harmonize our product portfolio under DHL. This will also enable us to
optimize processes and cut costs significantly. In the future, DHL’s global offering
will be bundled in four brand areas: DHL Express, DHL Freight, DHL Danzas Air
and Ocean and DHL Solutions. In addition, customers will be able to take advantage
of a common sales structure worldwide. Consolidated key account management
will guarantee a single point of contact for customers – what we like to call “one face
to the customer”.
4. Integrated network management
Until now, the European networks belonging to Deutsche Post Euro Express, Danzas
and DHL have been operated independently. Their management will be coordinated
in the future, first within individual countries and then throughout Europe. Our goal
is to develop an integrated European ground- and air-based distribution network,
which will significantly improve pick-up and delivery processes. As we integrate these
networks, we will benefit from the experience that Danzas and Deutsche Post Euro
Express have accumulated over the past few years when successfully integrating the
networks belonging to ASG, Nedlloyd and other transport companies into the Group.
The Group
Corporate Strategy