dhl india capability 2010

DHL India Capability Presentation

India Capability Presentation | Mumbai | May 2009

CONTENTS

About DHL

About Deutsche Post DHL

DHL Facts & Figures

Awards & Recognitions

DHL vs. Competition

DHL Products & Services

DHL Infrastructure & Operations Capability

DHL International Presence

DHL – Customer Responsiveness

Corporate Sustainability Program

DHL Introduction


CONTENTS

About us

Vision

Mission

First in India

India Capability Presentation | Mumbai | May 2009 Page

About Us

DHL is the global market leader of the international express and logistics industry, specializing in providing innovative and customized solutions from a single source.

DHL offers expertise in express, air and ocean freight, overland transport, contract logistic solutions as well as international mail services, combined with worldwide coverage and an in-depth understanding of local markets.

DHL's international network links more than 220 countries and territories worldwide. Some 300,000 employees are dedicated to providing fast and reliable services that exceed customers' expectations.

DHL is a Deutsche Post DHL brand. The group generated revenues of more than 63 bn euros in 2007

DHL Introduction: Main Page


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 300,000 employees are dedicated to providing fast and reliable services that exceed customers' expectation

About Us



Vision

Customers trust DHL as the preferred global express and

logistics partner, leading the industry in terms of quality,

profitability and market share.



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, taking into account the social and environmental needs of our employees, local communities and the public



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


About Deutsche Post DHL


CONTENTS

Group Description

Group Structure

Deutsche Post DHL Business units


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.

About Deutsche Post DHL: Main Page


Group Structure

Deutsche Post DHL

MAIL Global Forwarding,

Freight

EXPRESS Supply Chain, Corp. Inf. Sol.

Global Business Services

Corporate Center

Co

rpo

rate

Div

isio

ns

Global Customer Solutions



Deutsche Post DHL Business Units

Mail

MAIL Germany: Europe‘s leading provider of standard letter mail services for

private and business customers, 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 Cross-

border solutions for business mail e.g. business mail, publication distribution,

direct marketing and merchandise




DHL Express

DHL Express is the perfect partner for all your worldwide express and parcel needs. Our Network covers over 4,000 offices and more than 120,000 destinations worldwide.

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, Express, Parcel and Freight services.

Widest reach in the industry, network covering more than 220 countries and territories in Europe, Americas, Asia/Pacific and the emerging markets

Three product lines – Same Day, Time Definite and Day Definite – to match different customer requirements for speed of delivery




DHL Logistics

DHL Global Forwarding: World’s No.1 in air freight and ocean freight with a

presence in 150 countries and territories, through 813 terminals, 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.1 in contract logistics, with a presence

in 59 countries and territories, through 2,500 logistic centers, warehouses,

terminals.


DHL Facts and Figures


CONTENTS

Global Facts & Figures

Asia Pacific Facts & Figures

India Facts & Figures


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

DHL Facts & Figures: Main Page


DHL Asia Pacific Facts and Figures

Revenue of EUR 6.6 billion in 2007 Over 170 million air shipments handled in 2007 (167 million express shipments) 2.1 million tons handled in 2007 (724 thousand tons express shipments) 800,000 TEU ocean freight in 2007 Over 400,000 customers 41 countries and territories More than 50,000 employees 8,500 vehicles 1,500 locations (Hubs, Gateways, Offices, Service Centers, Terminals, Warehouses) More than 20 dedicated freighter aircraft DHL Express Hubs in Bangkok, Hong Kong, Incheon , Shanghai , Singapore and Sydney 2 million square meters of warehouse storage space DHL is 100% owned by Deutsche Post DHL



DHL India Facts and Figures

79.5 million air shipments handled in 2007 More than 348,000 tons of air shipments handled in 2007 Over 54,000 TEU ocean freight handled in 200750,000 customersOver 17,500 locations servicedAround 9,000 employeesMore than 5,000 vehiclesClose to 400 locations (Gateways[1], Offices, Service Centers, Terminals, Warehouses)Close to 30 commercial flights utilized per day600,000 square meters of warehouse space5 international gateways: Bangalore, Chennai, Delhi, Kolkata and MumbaiDHL is 100 percent owned by Deutsche Post DHL.


DHL Products and Services


CONTENTS

Express 9:00 & Express 12:00

Express Worldwide

Import Express

Exhibition Express

Global Mail Business

Airport to Door Services

Economy Select International

SAARC

Temperature Controlled Logistics

Mango Express

Break Bulk Express

Packaging Solutions

Value Added Services

University Express


Complete Product Offering

17 Shipper interest Insurance18 Trade Automation Services19 Outbound duties & Taxes Paid20 Ecom solutions

Su

pp

ort

Ser

vice

s

16 DHL Exhibition Express15 DHL Airport to door Services

Imp

ort 14 DHL Import Express Worldwide

13 Express Pallet

Express Worldwide Non-Doc Freight 11 DHL University Express12 Jumbo / Junior Jumbo Box

Express Worldwide Doc 9 DHL Break bulk ExpressExpress Worldwide Non-Doc 10 DHL Mango Express

5 DHL Road Express (SAARC) 7 DHL Exhibition Express3 DHL Express Worldwide 8 DHL Temperature Control Logistics

Other Products

Exp

ort

1 DHL Express 9.00 4 DHL Economy Select 6 DHL Global Mail Business2 DHL Express 12.00

Time Definite Products Day Definite Products

DHL Products & Services: Main Page


EXPRESS 9:00 & EXPRESS 12:00

When you need time-critical or express deliveries made, you can count on DHL’s Express 9:00 & Express 12:00 services to do the job every time.

These products offer you time definite guaranteed deliveries to over 300 cities and major business destinations in Asia, Middle East, European Union and USA. You get unbeatable transit times and a delivery before 09:00 AM or 12:00 noon, backed with a complete money back guarantee.



Features of DHL Express 9:00 & Express 12:00Guaranteed door-to-door delivery of highly urgent business documents and packages

DHL Express 9.00

DHL Express 12.00

Top Priority handling of shipments in origin as well as destinationProactive notification of delivery to the customerFull money back guarantee

EXPRESS 9:00 & EXPRESS 12:00



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.

Effective, fast and hassle free customs clearance

Online tracking in real time

Simple booking process



Express Worldwide Documents

Express Worldwide Doc is an expedited, door-to-door delivery of important, time-critical documents and non-dutiable items. The service is an International express door-to-door delivery for shipments not subject to customs clearance.

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

Express Worldwide Doc



Express Worldwide Doc

With Express Worldwide Document services, you can be assured of faster deliveries of important business information like:

Print proofs

Architectural drawings

Business proposals

Signed contracts



Express Worldwide Doc is an International express service which provides door-to-door delivery for goods subject to customs clearance

It is a high-speed door-to-door delivery service for dutiable packages such as

• Samples

• Spare parts

• Equipment

• Machinery

• General commodities

Express Worldwide Non- Doc




DHL Express Non Doc includes the following features

Standard customs clearance included

Faster service and simplified dispatch for special customs clearance procedures possible

All-inclusive price for door-to-door service

Complete consignment route transparency through track & trace service

Only DHL handles your shipment throughout the transit and ensures a faster customs clearance of your shipment. What’s more, you can track your shipment in real-time while it is in transit. There are no hidden costs

Free Quality Packaging




This revolutionary service offers door-to-door delivery in a world where commercial shipments are usually carried on an airport-to-airport mode.

Thus you can save on time, hassles and last minute glitches due to a guaranteed uplift schedule.

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.

Thus you can save on time, 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 door-to-door service for commercial shipments

Faster customs clearance at origin & destination

Dedicated Proactive monitoring helpdesk

Local customs clearance desk for prompt response

Simplified Rates





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

Single window solution

Single account for importing from anywhere

Better budgeting and improved cash flow

DHL Import Express

Worldwide

DHL Import Express worldwide

Import Express Worldwide is a unique single-window, door-to-

door solution to take care of all your importing needs. It is

available for both documents and non documents.



Backed by global infrastructure and service strength, DHL

Airport-to-door Express fulfils all your INCO terms for

FOB/FCA shipments with your suppliers.

Plus, you gain the value of quick, hassle-free customs

clearance, advanced trackability, competitive pricing, and the

convenience of a single invoice paid in one currency.

DHL Airport-to-door Express is a service that makes great

sense when you need to import on your own terms.

DHL Airport to Door Express

(APD)




Features of DHL Airport to Door Express are as follows

Airport to Door Express is designed to meet the needs of customers who import from their overseas suppliers on FOB shipping terms.

FOB shipping term: Supplier is responsible for all origin processes and Buyer is responsible for Air Freight and Destination processes.

Supplier to hand-over the parcel at a designated DHL service centre. DHL would carry out origin custom clearance, Airlift and all destination processes.

All inclusive & pre-decided pricing

Service Available from 14 Asia Pacific countries (AU, CN, HK, ID, IN, JP, KR, MY, NZ, PH, SG, TH, TW, VN)


(APD)




Economy Select is the latest addition to our product portfolio which offers you the reliability of express at the economy of freight.

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.

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, track & trace facility, Shipment Insurance etc.

ESI is the most reliable shipping option when you have time on your side and it also saves your shipping cost.

DHL Economy

Select (VHW)

DHL Economy Select



Features of DHL Economy Select

Economical service for not-to-so-urgent yet time sensitive

shipments

Deferred Transit times- 4-6 days

Combination of road & air

30-50% economical than Express rates

Min. shipment weight of 45kgs

DHL Economy

Select (VHW)

DHL Economy Select



DHL in SAARC countries

Costly customs delays, inefficient service, lane capacity constraints...shipping

in the SAARC circuit can be a tedious process. Now, for the first time in India,

DHL’s consolidated intra-SAARC shipping solution lets you choose the way you

ship. Pick from these three unique services to trade in the SAARC circuit:

Express Worldwide DOC- fastest international express door-to-door delivery

for documents subject to customs clearance

Express Worldwide NDOC- fastest international express door-to-door

delivery of parcels subject to customs clearance

DOC and NDOC carry a special SAARC-zone pricing, one consolidated door-

to-door invoice, instant trackability and many more advantage.

Road Express-reliable road delivery of low value shipments; fastest transit

time; one consolidated door-to-door invoice; instant trackability and much more.



Features of Road Express (SAARC)

Deferred Transit times- 7 -13 working days

Surface line end to end

Min. chargeable rate is for 100 kgs

Max. Piece weight of 100 kgs

Only to BD right now

End to end Track & Trace

Reliable network of Blue Dart & DHL

Road Express (SAARC)

Road Express ( SAARC)



With easy access to over 120,000 locations

worldwide – DHL Globalmail is the world’s leading

provider of international mail services.

Be it invitations, greeting cards, brochures,

magazines, annual reports, small parcels or even direct

mail, we deliver whatever you want – from doorstep to

doorstep. That too at a reasonable price – Re. 1 per

gram of the mailer.

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.

And from sorting to franking, imaging to archiving, we

offer you all the convenience required for bulk mail

DHL Global Mail

Business

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

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*

DHL Global Mail

Business

DHL Global Mail Business



DHL Exhibition Express is closed loop origin-to-door-to-origin

service for all your international exhibition logistics needs.

Features of 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

DHL Exhibition Express

DHL Exhibition Express



DHL Express has developed a range of superior cool chain

services to meet the specific needs of the Life Sciences industry.

A new patented packaging system has been combined with

Express Distribution, information systems, expert customs clearance,

validation services and project management to create a market

leading temperature controlled logistics solution.

The innovative Temperature Controlled Packaging, ensures safe

and compliant transport in cooled, deep frozen or controlled ambient

states.

Using different cooling mediums the packaging performance

delivers temperature controlled cool chains offering 2-8°C, -20°C or

protected ambient (2-25°C) environments for varying distribution

times.

DHL Temperature

Controlled Logistics

DHL Temperature Controlled Logistics



Features of DHL Temperature Controlled Logistics

Wide reach: Pickup facility even from remote locations all across India

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

DHL Temperature

Controlled Logistics

DHL Temperature Controlled Logistics



You can use this service to gift international clients,

friends and relatives, FREE 'ripe-in-time' Alphonso

mangoes.

Only the best Alphonso mangoes are hand-picked,

perfectly packed and doorstep delivered.

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



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

DHL Mango Express



Special discounted air express for student applying

abroad

Tamper proof envelope for applications

Special ISIC (International Student Identity Card)

recognized by United Nations offering discount to

students across the world for

Air travel

Entertainment

Transportation

Library

Special rewards scheme

DHL University Express

DHL University Express



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.

From plastic flyers to cardboard boxes, we have it all.

DHL can also provide with an extensive range of customised packaging

solutions, depending on the product shipped.

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.



Packaging Solutions

Outer Dimensions Recommended Max Wt

Recommended Use

Express Flyer - Small 310 X 420 mm 3kg Documents, Pamphlets,

Magazines, Annual Reports and Brochures

Express Flyer - Large 375 X 485 mm 5kg

Packaging: Flyers



Packaging Solutions

Outer Dimensions

Recommended Max Wt Recommended Use

Express Box 1 320 X 225 X 50 mm Recommended Maximum Weight 3.5 KgDesigned for catalogues, electronic parts, finished goods, garments, large documents, machines, manuals, multiple samples and office materials

Express Box 4 346 X 106 X 300 mm

Recommended Maximum Weight 4 Kg


Recommended Maximum Weight 6 Kg Designed for large documents, pamphlets, multiple samples, garments, machine andelectronic parts.


Recommended Maximum Weight 8 Kg Ideal for bulky samples, garments, machine and electronic parts.





Express Tube 940 x 160 x 140 MM Recommended Maximum Weight 4 Kg DHL triangle tubes are specially designed to ship maps, blueprints and any type of large flexible document.Can be used for drawings, fabric samples, maps, charts, blueprints, artwork and calendars

Packaging: Boxes



International express door-to-door delivery using specially

designed heavy-duty packaging for goods up to 25 kg. for

Jumbo Box and up to 10 kg. for Junior Jumbo, all for a low

flat fee. Whatever you send and wherever you send it, DHL

Jumbo and Junior Jumbo offer the most effective and

convenient method to get your shipments to their

destinations on time.

DHL Jumbo Box and

Jumbo Junior

Jumbo & Junior Jumbo box



Features of DHL Jumbo and Junior Jumbo Box

Express door-to-door delivery for a low flat fee

Flat discounted rate

Sturdy, double corrugated packaging

DHL Jumbo is ideal for exporting all types of goods up to 25kg

DHL Jumbo Junior for goods up to 10kg

DHL Jumbo Box and

Jumbo Junior


International express door-to-door delivery using specially designed heavy-

duty packaging for goods up to 25 kg. for Jumbo Box and up to 10 kg. for

Junior Jumbo, all for a low flat fee. Whatever you send and wherever you

send it, DHL Jumbo and Junior Jumbo offer the most effective and

convenient method to get your shipments to their destinations on time.



DHL Jumbo Box and

Jumbo Junior


49.3 X 44.2 X 36 cm

43.4 X 35.2 X 27 cm



Express Pallet Features of DHL Express Pallet

Easy export of freight weighing 50, 75, 100 kgs

All inclusive fixed pricing for 50,75 & 100 kgs

Weather proof & sturdy packaging

Special palletized packaging for ease in handling

Flexi volume sizes- One box fits all!

Shrink wrapped for enhanced protection

Express Pallet

The DHL Express Pallet is a convenient, flexible yet economical way to

send goods internationally. Made entirely from compressed paper, the pallet

can take loads of up to 100 kg. Its modular flexibility also allows it to be

folded in 3 ways, which enables easy shipping of 100 kg., 75 kg. and 50 kg.

shipments.



Express Pallet


VALUE ADDED SERVICES



Value Added Services

DHL’s delivery services are backed by a range of value-added

services that address all your shipping and business needs.



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. It also

ensures that your regular shipments do not get overvalued by customs thus

saving you both time and money.

We offer facilities like 24-hour Customs clearance and proactive information

regarding your incoming shipments, ensuring the quickest Customs clearances

in the industry.



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, anytime

Least paperwork hassles

Easy claim settlement

For Inbound and outbound shipments

SII – Import and Export(Shipper’s Interest

Insurance)

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. Be it for direct replacement, repair costs, or transportation charges, Shipper’s Interest Insurance (SII) covers all kinds of shipments and parcels shipped internationally. Beyond reliability of delivery, this service is our way of assuring you that almost nothing is left to chance.



Trade Automation Services

DHL Trade Automation Services is the first step towards offering world-class trade information services, currently covering 46 countries and approximately 90% of the world's trade.

It offers six on-line services:

Landed Cost Calculator - estimate duties, taxes and other import fees so you know the costs upfront

Product Compliance - ensure your shipment complies with each country's import and export regulations

Comparison of Landed Costs and Product Compliance - compare charges and compliance rules for up to five exporting countries

Trade Documentation - create the documents required for international trade, logistics, and customs transactions

Interactive Commodity Code Classification - search for HS/HTC and ECN commodity codes for quick and accurate product classification

Restricted Party Screening - check shipper and receiver details against denied party lists maintained by governments and international authorities



Outbound Duties & taxes Paid- 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.

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.

Following are the advantages of the DHL Outbound Duty Paid Service

‘Export Samples’ can be sent to importers with all transportation costs, 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’, inclusive of all costs including destination duties



DHL Shipping Tools

Not only does DHL offer a one-stop solution to your shipping needs, we make shipping simple and efficient. Whether you're looking for simple on-line shipping, shipping management or

integration solutions, the solution is only a click away.



DHL Shipping Tools

DHL Connect

DHL Connect is an advanced Internet based Shipment Processing System that gives you access to real-time, up-to-date information regarding DHL services. It allows you control over international shipment management, with absolute security, right from your desktop. You will no longer need to manually keep track of your shipment status.

DHL EasyShip

DHL EasyShip helps you streamline your express shipping processes. It prints all the necessary documentation for domestic or international shipments, generates standardized and customized reports and gives you access to Global Track for on-line tracking of shipments. It is the industry's easiest, most flexible shipment processing system.

DHL Web Shipping

DHL Web Shipping is the on-line express shipping tool that helps you prepare documents, book pick-ups, store contact details and track your deliveries. You can order a pick-up, check service availability or track your shipments from any location, in real time, direct from any PC or wireless laptop. There are no installation costs and one does not need to install special software. DHL Web Shipping is very easy to use and users can start using it immediately without any training. Through DHL Web Shipping, one can save time and money every day, by automating many internal processes and reducing paperwork


DHL Infrastructure and operations capability

India Capability Presentation | Mumbai | May 2009 Page 67

CONTENTS

Overview of Operations Strength

Locations

Facilities and Infrastructure

Quality Control Centers

Connectivity

Clearance Capability

Security


Brief Overview of DHL Operations Strengths

Widest network- 270 offices spread across more than 80 cities

Modern fleet of more than 250 four-wheeled vehicles

End-to-end operations handled by DHL employees. 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

DHL Infrastructure: Main Page


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

Only company to have Ion Scan Machine for chemicals

Five gateways offering more than 45 daily flight connections

Dedicated Express Handling Unit at Delhi airport

Dedicated Air Freighter five days a week



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

DHL India Locations



Facilities & Infrastructure

79.5 million air shipments handled in 2007

More than 348,000 tons of air shipments handled in 2007

50,000 customers serviced

Over 17,500 locations serviced

More than 5,000 vehicles

Close to 400 locations (Gateways, Offices, Service Centers, Terminals,

Warehouses)

Over 50 international commercial flight connections daily



Facilities & Infrastructure

600,000 square meters of warehouse space

5 international gateways: Bangalore, Chennai, Delhi, 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



Connectivity: An Unbeatable Aviation Network

Aviation network of 420+ aircrafts (Owned, JV airlines, ACMI agreements, Charters)

In US, Astar and ABX network of over 260 aircrafts

In Europe, a network of over 70 aircrafts– 50 owned, 20 charters / feeders

In Latin America, Africa and Middle East, DHL operates through JVs and charter contractors with over 40 aircraft

In Asia Pacific, we operate over 20 aircraft What it means to you?On time performance +98% within 15 min Flexibility in connections Guaranteed upliftWidest reach to more than 220 countries



Connectivity: India Domestic Routing

Connectivity & Network: India domestic routing

Under development

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Connectivity: Freighter and AP Network

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Connectivity: Freighter and EU & US Network

Kolkata (Calcutta)

Chennai (Madras)

Mumbai (Bombay)

Bangalore

Delhi

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Chennai (Madras)

Mumbai (Bombay)

Bangalore

Delhi

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SFF

YVR

YEG

TYS

STX

STT

TRI

YUL

CXP

YYC

SAN

KIN

MBS

BNA

LANDTW

MKE

CXL

LCH

ORDMSN

ONT

STL

YWG

ROC

YOW

YHZ

MEM

SGF

PSC

YKM

BFI

BAH

FAR

BIS

ORFSHD

RIC

SBN

SLC

MFR TWF

IDAEUG

ICT

SBA

CVGHUB

Connectivity: US Aviation Network

ASTAR and Feeder NetworkASTAR and Feeder Network



Connectivity: European Network



Connectivity: Latin America Network

NEV

SKB

GYE

ANU

SXM

DCF

FDF

SLU

SVD

RADSJU

BGI

GND

POS

SDQ

PTYSJO

MGASAL

GUA

MIA

CUR

CCS

BOG

MAR

MEX

TGU

SAP

PTP

KIN

April 2004



Connectivity: Africa Network

SSG

EBB

KGL

PHC

LBV

LOS

ABJMLW

FNA

MPM

POG

JNB

GBE

BCN BRU

NIM

LLW

LUN

HRE

WDH

BJMPNR

OUABKO

CKY

DKR

FIH

NBO

DLA

BLZ

DAR

Dec 2003

LAD

ACCCOO

LFW



Connectivity: Middle East Network

TLQ

BPM

LHE

BRU

BGY

AUD

KIKIQA

TQD

IQBBGW

DOH

OSM

BAH

KWI

RUH

JED

KHIDXB

KDH

KSQ

May 2004



DHL Global Aviation Network

CGNEMA

BRU

JFK

SHJ

BGY

SIN

BAH

DELLAXCVG

ANC

TYO

MNL

OSASEL

PEK

SHA

LOSACC

TPEBKK HKG

KUL

MEXCCS

PTY

GYE MAOBOG

MIA

Network of hubs across the worldNetwork of hubs across the world

DHL’s network spreads to 120,000 destinations across 220 countries and territories worldwide

Connectivity & Network: DHL Global Aviation Network



DHL Global Network



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

DHL India - Clearance Capability



Clear In The Air (CIA)

World Clearance System- a distinction

DHL clears more than 85% of shipments through Clear-In-Air system, DHL clears more than 85% of shipments through Clear-In-Air system, which means your shipment gets cleared even before landingwhich means your shipment gets cleared even before landing



Security Management at DHL

All facilities are designed in accordance with Crime Prevention Through Facility Design (CPTFD) principles.

DHL Express has embarked upon a programme of certifying its facilities through the Technology Asset Protection Association or TAPA.

Key security features includeKey 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.



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

Warehouse Security Standards

Security



Security Cage with Badge Access and 24 Hours Video Surveillance for all kinds of Goods, especially

High-Value Goods

Electronic Articles

Small Sized Goods

Warehouse Security Standards

Security



Solid Top, 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

Vehicle Security Standards

Security



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



Quality Control CentreReal 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



Keeping the world under watch 24/7

Quality Control Centre Worldwide Network

What this means?

Anywhere, anytime across the world you can expect

1. Service Recovery

2. Pro-active Notification


INTERNATIONAL PRESENCE


CONTENTS

Global Network

USA

Europe

Asia Pacific

Africa

Middle East


DHL Global Network

DHL International Presence: Main Page


DHL International Gateways



Asia Pacific Expertise and Presence


DHL vs. Competition


Operations Capability - Snapshot



DHL

FedEx

UPS

TNT

EMS

Others

100

Billed Onshore Revenues of Key IE Players, 2007/2006

(36.9%)

(13.2%)

(9.1%)

(11.4%)

(6.9%)

(22.5%)

(37.5%)

(13.5%)

(8.9%)

(11.1%)

(7.3%)

(21.7%)

Source: DHL internal data; Internal interviews; Industry experts and competitors interviews

Market Share (Outbound Billed Revenue)

2007

2006

+0.3%

-0.3%

+0.6%

+0.4%

-0.8%

-0.2%

Share of Relevant billed Onshore International Express Market, 2007 (INR Millions)

( +0.6%)

( +0.3%)

( -0.2%)

( +0.4%)

( -0.8%)

( -0.3%)

(x%) = Market share

TDI + DDI



DHL

FedEx

UPS

TNT

EMS

Others

Player Shares in Inbound Market, 2007/2006

(87.9%)

(3.8%)

(3.3%)

(5.0%)

(88.8%)

(3.2%)

(2.7%)

(5.3%)

Source: DHL internal data; Internal interviews; Industry experts and competitors interviews

Market Share (Inbound Billed Revenue)

2007

2006

Key Observations

While Inbound contribution to DHL revenue

was only 25%2 in 2007, it contributed to ~43%

to overall DHL growth No strategic plans observed of FedEx or

UPS to introduce any Inbound products. Facility available to only a few large

customers for special requirements. 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

+0.9%

-0.6%

-0.6%

+0.3%

+41.4%

+14%

+49.3%

+19.3%

100% = 2,105 (up ~40% from 2006)

(x%) = Market share

TDI + DDI



DHL

FedEx

UPS

TNT

EMS

Others

Relevant Billed Onshore Weight Share of Key Players, 2007 (Tons)

DHL

FedEx

UPS

TNT

EMS

Others

Relevant billed Onshore Shipment Share of Key Players, 2007 (Shipments) 1)

(23%)

(21%)

(12%)

(6%)

(9%)

(29%)

(22%)

(4%)

(5%)

(10%)

(17%)

(43%)

Market Share – Weights & Shipments

Sources : DHL internal data; Internal interviews; Industry experts and competitors interviews

20072006

(x%) = Market share

TDI + DDI



Base: No. of shipments48 Week Avg.

Base: No. of shipments (No. of respondents)

Perceived Usage Share of Total Shipments

Q3'07-Q2'083,576(985)

Q4'07-Q3'083,982(1,082)

Based on all express shipments sent in the past 7 days.

First Flight

FedEx

DHL

UPS

TNT

ElbeeEMS

Blue Dart

• 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, along with some slight gains in the

express package segment though slight decline is observed in the express document segment across all geographical areas

%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

9/1

8/2

006

10/9

/2006

10/3

0/2

006

11/2

0/2

006

12/1

1/2

006

1/1

/2007

1/2

2/2

007

2/1

2/2

007

3/5

/2007

3/2

6/2

007

4/1

6/2

007

5/7

/2007

5/2

8/2

007

6/1

8/2

007

7/9

/2007

7/3

0/2

007

8/2

0/2

007

9/1

0/2

007

10/1

/2007

10/2

2/2

007

11/1

2/2

007

12/3

/2007

12/2

4/2

007

1/1

4/2

008

2/4

/2008

2/2

5/2

008

3/1

7/2

008

4/7

/2008

4/2

8/2

008

5/1

9/2

008

6/9

/2008

6/3

0/2

008

7/2

1/2

008

8/1

1/2

008

9/1

/2008

Q4’06 Q1’07 Q2’07 Q3’07 Q1’08Q4’07 Q2’08 Q3’08



Brand Awareness - Total Unaided and Aided Mentions

First Flight

FedEx

Base: All respondents12 Week Avg.

DHL

UPS

TNT

Elbee

EMS

Blue Dart

DHL

Blue Dart

FedEx

UPS

Elbee

TNT

First Flight

EMS

Q2’08 Q3’08Base: (325) (350)

% %

98

98

96

82

58

91

95

86

97

96

89

70

91

98

91

100

%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

9/18

/200

6

10/1

6/20

06

11/1

3/20

06

12/1

1/20

06

1/8/

2007

2/5/

2007

3/5/

2007

4/2/

2007

4/30

/200

7

5/28

/200

7

6/25

/200

7

7/23

/200

7

8/20

/200

7

9/17

/200

7

10/1

5/20

07

11/1

2/20

07

12/1

0/20

07

1/7/

2008

2/4/

2008

3/3/

2008

3/31

/200

8

4/28

/200

8

5/26

/200

8

6/23

/200

8

7/21

/200

8

8/18

/200

8

Q4’06 Q1’07 Q2’07 Q3’07 Q1’08Q4’07 Q2’08 Q3’08



%

20%

40%

60%

80%

Innovative

Good to the US

Good to Europe

Trustworthy

Strong customer relationship

Easy to use

Value for money

Good within AP

Has specific know-how ofmy business sector

Has local strength,worldwide

Has low prices

Locally present

Has friendly people

Has great flexibility

Takes the initiative

Has high servicequality

Makes me feel confidentand in control

An environmentallyaware company

Market leader

LikeableFast

Reliable

Best overall service

Offers a broad service andproduct portfolio

Has a can do attitude

Genuinely worldwideservice

DHL continues to have the strongest associations across all imageries

Company Image: Comparison

Source: India MRM Report Q3 2008


Being the of our customersfirst choice

DHL India – Customer Responsiveness


DHL Indian Capability – Customer Responsiveness

At DHL, our emphasis has always been on ensuring that we know what our

customers think of us. 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,

Customer Service agents and couriers – or, in other words, the quality of

service offered at key customer touch points


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.

Abandoned calls are at less than 0.1 % of total.

Customer first:

First-of-its-kind program in the service industry

Deals with Customer Lifecycle Management

Engages with the customer from the first time, DHL sales interacts with the customer,

Continues to engage with them through the life cycle.



90-minute pickup: Shipments picked up within 90 minutes of pick up booking

Track & trace : Through Contact center, Online, 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, easier, error-free shipping with DHL

Payment Gateway : Unique, paperless & secure way of payment through credit card at the time of logging a pick-up, involving zero human intervention. Unique in the international air express business in India, 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.

Key Account Support (KAS) Desk : Dedicated desk for key customers with a dedicated toll free number, among other facilities, for quick access.



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