DHL 2012 Annual Report Download - page 62

 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
determining our success. at is why we are constantly optimising our service to keep
our customer commitments and respond specically to customers’ wishes. It is not by
accident that  is the world market leader in international express services.
Portfolio of time-definite products simplified and strengthened
International time-denite courier and express shipments are our core business. Our
main product, Time Denite, oers delivery as fast as possible. Our premium Time De-
nite product with guaranteed pre- delivery and money-back guarantee was substantially
expanded in  destination countries, creating more than a million additional postcode
combinations where our customers benet from our improved range of services.
Our portfolio is complemented by special industry-specic services such as Collect
and Return and Medical Express . Customers in high-tech industries in particular use
Collect and Return, in which critical goods in need of repair are collected from the end
user, taken in for repair and then returned to the user.
 has also increased activities for customers in the Life Sciences & Healthcare
sector. In the year under review, we began oering various types of thermal packaging
for temperature-controlled, chilled and frozen contents. ese types of packaging are
easy to order from our regional supply centres.
In addition, we have extended our network. For example, the number of our Service
Points increased to the current ,, , were added in emerging markets and
in Africa alone. At these Service Points, customers paying directly can purchase our
Express Easy product even if they do not have a customer account. is simple product
with its transparent price and weight categories and recyclable packaging is gaining
steadily in popularity.
To allow us to concentrate on our core business of international time-critical ship-
ments, we are oering our Economy Select product in the Day Denite area in fewer
markets than before.
Our airline – customer-centric and environmentally conscious
Our dedicated air network consists of several airlines, some of which we own  .
With . million transported tonnes,  is one of the leading international freight
carriers. We improve our service continuously. In March , we put another around-
the-world route into operation between Hong Kong and Leipzig via Los Angeles. We can
now oer even more customers in Asia next-day delivery to the western United States and
Canada. Customers in both these regions also benet from collection times that are up to
three hours later for shipments to Europe via our hub in Leipzig. To meet rising demand
in the  sector, we opened a new ight route between the  and Australia in July .
is increased capacity and decreased delivery time from Cincinnati to Sydney by one day.
Glossary, page 
Glossary, page 
Deutsche Post DHL Annual Report 
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