DHL 2011 Annual Report Download - page 73

 division
BUSINESS UNITS AND MARKET POSITIONS
World market leader for international express services
In the  division, we transport urgent documents and goods reliably and on
time from door to door. Our network spans more than  countries and territories, in
which some , employees provide services for more than . million customers.
As a global network operator that applies standardised processes, we are well aware that
the quality of our services and the satisfaction of our customers are crucial in determin-
ing our success.  at is why we are constantly optimising our service to keep our cus-
tomer commitments and respond speci cally to customers’ wishes. It is not by accident
that  is the world market leader in international express services.
Standardised portfolio of time-defi nite products
International, time-de nite courier and express shipments are our core business.
Our Time De nite and Same Day services o er a choice of delivery at either a speci c
time or as quickly as possible. In some markets, our portfolio is complemented by Day
De nite service as well as special services such as Collect and Return and Medical Express.
Customers in high-tech industries in particular use our Collect and Return service, in
which goods in need of repair are collected from the end user, taken in for repairs and
then returned to the user.
 has also increased activities for customers in the Life Sciences & Healthcare
sector, as well as improving processes in clinical trials transport and introducing glob-
ally applicable standards. Since  we have tracked all Medical Express shipments in
real time at our quality control centres.  is allows us to respond immediately to any
disruptions in the process of transporting these ultra-sensitive shipments.
In our Same Day product line, we have expanded our  Jetline service to a num-
ber of countries, including India. Urgent shipments requiring same-day delivery are
collected within one hour of the customer’s order and  own on the next  ight to reach
their destination as soon as possible.  is is made possible by our comprehensive and
 exible network.
We work constantly on making it as easy as possible for customers to do business
with us. Customers can use the new Receiver Paid service to import documents and
goods from more than  countries and territories, even if they are not registered with
us, and thus bene t from our global presence. Our customer service takes the order
directly and the customer pays the invoice upon collecting the shipment at one of our
Service Points.
PRODUCTS
 Time Definite
 Same Day
 Day Definite
REGIONS
Europe
Americas
Asia Pacific
 (Eastern Europe,
the Middle East and Africa)
NETWORK
 countries and territories
 main global hubs
, Service Points
. million customers
, vehicles
Glossary, page 
Deutsche Post DHL Annual Report 
Group Management Report
Divisions
 division
67