Smart Customer Service in Dhl

2400 Words10 Pages
Smart Customer service in DHL Contents 1. Company Background 3 1.1 Introduction 3 Mission 4 Vision 4 1.2 Business Activities 4 1.3 Customers 5 2. Proposed System 6 2.1 Earl’s Multiple Methodology 9 2.2 Critical Success Factor (CSF) Analysis Result 10 2.3 Ishikawa Chart (fish bone) 12 3.0 Acquisition Methods 13 3.1 Outsource 13 3.2 In-house 13 3.3 Success Stories of DHL Past Acquisition 14 3.4 Recommendation 14 4. Overall Conclusion 15 5. References 16 1. Company Background 1.1 Introduction According to DHL (2013), DHL is a courier services company which was established in 1969. The DHL name comes from the initials of the last name of the co-founders Adrian Dalsey, Larry Hillblom along with Robert Lynn. In 2002, Deutsche Post took over the company by holding the majority shares to 51%. Today, DHL is the global market leader in postal and logistics group which provides international express, overland transport and air freight services. It also encompasses three divisions which are DHL Express, DHL Global Forwarding, Freight and DHL Supply Chain. DHL services are available over 220 countries and territories across the globe. There are over 500,000 employees around the world is working for DHL. (Strover, 2008) The DHL is a famous company in the world. The branch of DHL in Seri Kembangan (opposite South City Plaza). Figure 1: DHL Company Logo Source: adapted from DHL (2013). Mission The DHL develops the business for their customer in Providing the highest quality of expressiveness and logistic solution Base upon powerful local expertise composed of the most extensive global networks. Also, the customer believes to DHL preferable International express and logistics partner, Lead the production in quality, profitability and market share, social responsibility.(DHL.2013) Vision
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