aramex total total transportation solutions in serving businesses in the middle east & indian...
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ARAMEX
Total
Total Transportation Solutions
in serving businesses in the Middle East & Indian Sub Continent
Serving the transportation needs of over
Businesses globally
50,000
The Leader
Together with its Global Partners
Covers the World
Vehicles
ARAMEX
Offices
People
17,000
30,000
230
your shipmentTracking
Technology
www.aramex.comOn line Services
Technology
Specialized Team Service
Because Not all Businesses Are The Same
Specialized Customer Teams
Trading
ComputersPharmaceutical
Industrial
Textile Media
Banking
Specialized Customer Teams
specializes in your businessUnderstands your transportation requirements
The Team is:
alwayson call
Responsive Flexible
Empowered
Our Customer Team:
&
One Stop Shop Service
ARAMEXOne company
One TeamOne call
Shop & shipcatalogspeciallogisticsdomesticcargoexpress
One Stop Shop Service
For all your Transportation needs ARAMEX
Catalog
• Catalog Shopping Centers throughout the Middle East• American And European Catalogs• Shop from the Comfort of your Home
For your family'sshopping needs
Shopping Service
&
Shop & Ship
• Internet Shopping Made Easy• Mail Box in the US & UK• Web Surfer Card
you shop on linewe ship on time
with shop & ship
the possibilities are
Mail Box Service
R e l i a b i l i t y
ARAMEX
Dedicated
Leading-edge
Globalcoverage
technology
professionals
E x p e r t I s e ARAMEX
E x p e r t i s eUnique
team concept
Specializedservice
Expertsolutions
F l e x i b i l I t y ARAMEX
F l e x i b i l i t yOne-stop shop
Service
Multipletransportation products
Custom Tailoredsolutions
R e l I a b l eARAMEX
R e l i a b i l i t yR e l i a b i l i t yF l e x i b i l i t y F l e x i b i l i t y E x p e r t i s e E x p e r t i s e
Total Transportation Solutions
ARAMEX
Total
Total Transportation Solutions
ARAMEXTotal Transportation Solutions
THE STORY, 30 YEARS OF GROWTH
1969: DHL
Corporation founded
SAN FRANCISCO HONG KONG
In 1972, DHL International was founded with its base in Hong Kong
1972: DHL International founded
SERVICE COMMITMENT
Nobody is more reliable than DHL
ReliabilityService criteria - source: RS-Consulting - July
2000
DHL FedEx TNT UPS EMS
Nobody is faster than DHL
Speed of deliveryService criteria - source: RS-Consulting - July
2000
DHL FedEx TNT UPS EMS
Nobody cares more than DHL
Caring about the customerService criteria - source: RS-Consulting - July
2000
DHL FedEx TNT UPS EMS
Nobody reacts quicker to your requests than DHL
Reacting promptly to customer requests
Service criteria - source: RS-Consulting - July 2000
DHL FedEx TNT UPS EMS
Nobody else is easier to use than DHL
Being easy to useService criteria - source: RS-Consulting - July
2000
DHL FedEx TNT UPS EMS
Nobody understands your needs as well as DHL
Understanding Customer NeedsService criteria - source: RS-Consulting - July
2000
DHL FedEx TNT UPS EMS
Nobody keeps you informed like DHL
Keeping customers informedService criteria - source: RS-Consulting - July
2000
DHL FedEx TNT UPS EMS
Nobody goes global like DHL
Providing genuinely worldwide service
Service criteria - source: RS-Consulting - July 2000
DHL FedEx TNT UPS EMS
Nobody has a better image than DHL
Overall imageService criteria - source: RS-Consulting - July
2000
DHL FedEx TNT UPS EMS
DHL in actionLondon to New York overnight
DHL is called (15h00)
Courier dispatchedto collect consignment (16h30)
ScheduledAirline (18h30)
Arrives at JFK(and checked
through customs) (21h30/6h00)
Shipment sorted at DHL’sgateway near Heathrow (18h00)
Document or parceldispatched to
Brussels Hub (22h30)Consignment sorted and delivered to customer's office (JFK am next day or pm)
Consignment travels via DHL’s aircraft to JFK
DHL in actionYou make one phone call, we take care of everything else
1.
DHL collects your shipment
3.
DHL speeds your document through customs
4.
DHL delivers
2.
DHL checks your shipment and prepares paperwork
WorldMail in actionHow it works
Place mail into WorldMail bags
& complete pre-printed air waybill
Customer
Mailing
points
Postal Deliveries
Mailing is injected into postal channels at mailing points to be forwarded to final destination and delivered to addressee
DHL returns any undeliverable mail to the customer by courier
DHL courier collects WorldMail shipment
DHL flies mail to sort centers
Sort centers sort and frank mail
Time Definite Deliveries - TDD
• Intra EU service providing customers with a choice of time definite delivery times (pre 09:00 and pre 12:00)
• Proactive delivery notification• Money back guarantee• Available to pre-determined post code areas• Weight limits applied for the pre 09:00 service
TDD - Product Features
Service availability determined by
consignee post code
Dedicated handling procedures Money back guarantee
Standard collection times
Delivery notification(pre 09:00 service)
Weight limitation(pre 09:00 service)
Choice of delivery time
Standardshipment documentation
Delivery by 09:00 / 12:00
Intra EU
Standard booking procedures
Time DefiniteDeliveries
Alliance partners
” There is an incredible depth and history of DHL's experience that we can use to help the entire group. DHL is the only business in the group that has total coverage all over the world.
With identity that is known far beyond the logistics specialists,DHL is the jewel in the crown of the group"
Uwe DörkenExecutive Chairman & CEO WorldwideDHL International
OPERATIONAL NETWORK
CUSTOMER
17 H 30
DHL Shipment Delivery CycleDHL Local
Station (Origin)
PICK-UP 19 H 30
DHL HUB
23 H 30
DHL Country Gateway
(Outbound)
EXPORT CLEARANCE
21H 30
DHL plane
03 H 30DHL Local Station
(Destination)
08 H 00
CONSIGNEE
9 H 00
IMPORT CLEARANCE
DHL Country Gateway (inbound)
05 H 30
LJU
SJJ
GDN
ETZSTR
BSL
CDG
LHR
DXB
BAH
OVDNCE
MRS
BCN
BGY
PSATLS
LYSBOD
CMN AGPSVQ
ZAG
AOI
BUDMUC
TSF
VIE BTS
CPH
SXF
AAL
ACCLOS
OUL
TMPHEL
TLL
IBZALC
PMI
FRACGN
JFK
CVG
ORBKEF
BRU
GOTTRF
LEJ
NUE
MADOPO
SCQ
VLCLIS
EMA
VIT
BLL
ORK LTN
AHO BRIMAH
NTE
AAR
SVG
EDI
ABZ
DUB
BFS
SKG
ATH
SNN
OSLBGO
WAW
HAM
OTP
SOF
KTW
RIX
VNO
ARN
PRG
ISTCIA
GVA
CTA
Aircraft Type
72F73F75FABFAN12AN6CNACVFD1FEM2F27HS7L4TLOFM1FSHSSWM
European Air NetworkFebruary 2001
LNZMUCZRH
TSFBGY
VIE BTS
BUDBSL
PRGNUE
LEJ
TPE
BOMSHJ
EWR
PHL
SDF
SXF
TRN
GVA
BLQ
LYS
CDGRNS
TLS
STN
LHR
EMADUB
CGNSNN
CPHBLL
ARN
VLCLIS
OPO
ORK
EDI
OSL HEL
GOT
WAW
ATH
ISTBCNCIA
MAD
Aircraft type
72F73QABFB721B741B752B763F27LOFLR35
European Air NetworkOctober 2000
KEFJFK
SVQ
MAD
OSL
VIE
NUE
BGY
TSF
BSL
LEJ
TRN
MRS
GVA
LYS
CDG
NTE
LGG
ZAZ
VIT
OPO
LIS
HAJ
MMX
BLL
SVGARNORB
STN
LPL
EMA
BFS
SNN
DUB
ORK
EDI
HEL
GOT
MME
WAW
BUD
BCN
TLS
PRG
CIA
ZAG
IST
ATH
VLC
Aircraft Type
A300ANFB727B737B757BA146DC8L188L4TTU204
European Air NetworkOctober 2000
MEM
EWR
IND
ARN
BOM
DXB
TLVIST
AMS
RTM DUSCGN
STN
FRA
MUCBSL
PSA
MXP
CDG
BHX
MAN
CPH
THF
HAM
Aircraft Type
A310DC10MD11FSH3SH6
European Air NetworkOctober 2000
228226
221
210
DHL TNT UPS FedEx
A competitive comparisonCountries served
A competitive comparisonWorldwide hubs
35
5
1316
DHL TNT UPS FedEx
A competitive comparisonWorldwide service centres
3002
1150 17131400
DHL TNT UPS FedEx
LOS
JFK
DAY
ACC
ISTDXB
BAH
VIE
CGNFRA
BRU
STR
BSL
ETZ
LYS BGY
BCN
VIT
LHRLTN
EMADUB
EDI CPH
GOTORB
KEF
SCQ
HAM
NTE
ATH
MAD
SXF
Aircraft Type
72F73F75FABFCVFD1FLOFM1F
BRU HUBJanuary 2001
CGN
CDGETZ
VIT
BOD
TLS MRSNCE
BGYGVA
LYS
BSLNTE
BRU
EMAAircraft Type
72FCVFEM2F27LOF
France NetworkJanuary 2001
CGN
SJJ
LTN BRU
FRA
EMA
CPH
CTA ATH
BAH
ZAG
LJUBGY
TSF
PSA
CDG
CIA
AHO
AOI
BRI
Aircraft Type
72F75FABFF27L4T
BGY HUBJanuary 2001
WAW
LEJBRU
PRGNUE
FRA
CGN
BTS
SXFEMA
OSL
MAD
HEL
MUCSTRVIE
ETZ
LTN
BUD
JFK
CPH
HAM
OPO
VIT
BGY
ARN
GOT
Aircraft Type
72F73F75FABFAN12CVFF27L4TLOFM1F
CGN HUBJanuary 2001
GDN
BGY
AAR
BLL
SVGGOT
BGO
CPH
OUL
ORBOSL
VNO
RIX
HEL
TMP
ARN
CGN
BRU
EMA
TLL
Aircraft Type
72F73FABFAN6CNAHS7L4TSHS
CPH HUBJanuary 2001
EMA
ABZ
LTNLHR
ORK
SNNDUB
BFSEDI
BGYVIT
JFK
CVG CPH
KEF
BRU
CDG
FRA
CGN
ETZ
Aircraft Type
72F73F
ABFD1FF27LOF
EMA HUBJanuary 2001
ALC
AGP
IBZ
MAD
SVQ
LIS
OPO
SCQ
OVD VIT
CMN
LTNEMA
VLC
PMI
BCN
ETZ
CGNBRU
CDG
MAH
Aircraft Type
72FABFCVFEM2SWM
VIT HUBJanuary 2001
Saturday deliveryJune 2001
EHV
BRZ
MXP
CDZ
SPL
HBG
STO
CIA
LTN
ORB
CPH
DUS
DTM
LUX
GNE
CGN
HAJ
ETZ
ORK
OSL
GOT
HELTMP
LIS
OPO
BAHATHBCN
MAD
PRG
NUE
SXB
BGY
VCE
LJU
ZAG
GVA
LYS
BSL
DUB
SNN
BFS
GDN
VIT
EMA
EDI
FRA
BUD
RIX
VNO
HAM
VIE
ZRH
MUCSTR
WAW
Transportation
72F73F75FABFAN6COMMERCIALCVFF27L4TLOFTRUCK
Please note that whenever there is no direct connection to destination,material is routed via BRU HUB
CGNDUS
FRA
DTM
LUX NUE
EHV SXF
VIE
HAM
CPH
BRU
AMS
ORYCDG
LIL
LEH
ORE
LHR
EMA
MAD
VIT TLS
ARNFBU
GOT
MLHNTE
LYSBGY
BCN
Truck/Van
TRUCKVAN
Weekend Truck NetworkJanuary 2001
GOT
CPH
MRS
BCN
QKASTR MUCCDG MZM
LUX
BSLMLH
GVADNB
LNZSZG
LJU
NUE
BTSVIE
LHR
LGW
HML
MSE
BRE
SXF
BRUHSS
BRD EHV
GNE
HAM
HAJBSN
LYSBGY
SZZ
RED
SWNSOU
OXF
ZAG
MMA
NCE
CGN
HBG
FRA
INNLUG
SXB
DUS
VEHICLE TYPE
TRUCKVAN
Point to Point Truck NetworkJanuary 2001
ELECTRONIC COMMERCE
Electronic Commerce solutionsEDI
Voicelink
WinShip
E-Track Wireless Services
DHL Connect
EasyShip online/Local Area Network EasyShip Stand alone
www.dhl.com
www.dhl.country name
WAP / i-mode
DHL SmartView
WebShip
EDI Sample process overview
Customer sends DHL the transport instruction message containing all the information required for the delivery
DHL confirms the transport instruction message to the customer
Status information about the shipment progress through the DHL network can be provided if requested
DHL uses transport instruction message to gain customers’ clearance (Customs Declaration message)
(allows for the goods to pass customs directly to go to DHL plane without any delay)
The information from the instruction message is used for invoicing which concludes DHL’s obligation
R
R
R
Clearance AirportCustomsnetwork
DHLEDI
CustomerEDI
CustomsEDI
Country customs
Communicationsnetwork
DHL International
Customer
WWW.DHL.COMDHL’s corporate Internet site
“DHL’s WAP service is one of the best in the world - they keep pushing back the barriers of WAP technology..”
by Scott Goldman - CEO WAP Forum
DHLWAP Track
ALLIANCE GROUP
1%51% 25%
Shareholders
Investment
Trusts23%
JAPAN AIRLINES: Facts & Figures
– Japan Airlines serves 66 cities in 29 countries– The fleet of 134 aircraft includes 80 B747’s making it the
world’s largest operator of “JUMBO’s”– DHL has extensive access to JAL’s commercial and
cargo flights worldwide– A further 36 aircraft are on order including 18 747’S– JAL employs 19,000 staff worldwide– Major strengths are:
•Network and freight capacity•Highly experienced staff•Use of technology (Jalmax computer system)•Customisation of services to fit with customers requirements
Marketing Strategies for Service Firms
• Three Additional Ps– People– Physical
evidence• presentation
– Process
Figure 15.3: Three Types of Marketing in Service Industries
Marketing Strategies for Service Firms
• Service Companies face three tasks:– Competitive differentiation– Service quality– Productivity
• Managing differentiation– Offering
• Primary service package• Secondary service features
Kaiser Permanente Online has Kaiser Permanente Online has over 30,000 registered usersover 30,000 registered users
Marketing Strategies for Service Firms
– Faster and Better Delivery• Reliability• Resilience• Innovativeness
– Image
• Managing Service Quality– Perceived service– Expected service
Marketing Strategies for Service Firms
• Five gaps that cause unsuccessful delivery– Gap between consumer
expectation and management perception
– Gap between management perception and service-quality specification
– Gap between service-quality specification and service delivery
– Gap between service delivery and external communications
– Gap between perceived service and expected service
• Five determinants of service quality– Reliability– Responsiveness– Assurance– Empathy– Tangibles
– Strategic Concept– Top-Management Commitment– High Standards– Self-Service Technologies (SSTS)
Marketing Strategies for Service Firms
Myalert.com provides access to services Myalert.com provides access to services that users can perform themselvesthat users can perform themselves
Table 15.1 Customer Importance and Performance Ratings for an Auto Dealership
Mean Mean
Attribute Importance Performance
Number Attribute Description Rating Rating
1 Job done right the first time 3.83 2.63
2 Fast action on complaints 3.63 2.73
3 Prompt warranty work 3.60 3.15
4 Able to do any job needed 3.56 3.00
See text for complete table
Marketing Strategies for Service Firms– Satisfying Customer Complaints– Satisfying Employees As Well As Customers
• Managing Productivity– Seven approaches to improving service productivity:
• Have service providers work more skillfully• Increase the quantity of service by surrendering some quality• “Industrialize the service” by adding equipment and standardizing production• Reduce or make obsolete the need for a service by inventing a product
solution• Design a more effective service• Present customers with incentives to substitute their own labor for company
labor• Harness the power of technology to give customers access to better service
and make service workers more productive
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