Course Code: BUS 304 Course Title: Management Information System & E-Commerce Assignment On: DHL Bangladesh
Submitted by: Group Name: Falcons
Name
ID
Ishteaq Hossain
093011083
Md. Nazmul
093011098
Md. Razaur Rahman
093011092
Khairul Islam
093011104
Sharif-Ul Islam
093011089
Section: 2 Program: BBA Spring 2012
Submitted to: Dr. Sazzad Hossain Professor and Head Department of Computer Science & Engineering, ULAB
University of Liberal Arts Bangladesh Date of submission: May 2th, 2012
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Letter of Transmittal 30th of April, 2012 Dr.Sazzad Hossain Professor and Head Department of Computer Science & Engineering University of Liberal Arts Bangladesh. Subject: Transmission of ‘Final Report’
Dear Sir We are the students of USB department currently doing Management Information System & EECommerce under your supervision. It’s been almost three weeks that we have started working on this report. At first we like to thank you for allowing us to work on our project on DHL Bangladesh & showed the report outline to make this term paper. We are really glad that we have got a chance to know the overall digital information system of this company, how they operate their IT department as this is one the best logistics companies in Bangladesh as well as in other nations. Worldwide, DHL is currently the leader in sea & air mail. From the beginning we have done field work by visiting one of DHL company’s offices in Dhaka & tried to get as many information as we can. But unfortunately we failed to gain much information from the authority as they were not keen to share their planning with us. Beside their rude behavior with us was unexpected. Anyways in this term paper, our main goal was to find find out their overall information technologies that they are using to perform their daily tasks. How their it department works, communicate, develop or get customers via information technology, all of these have been describes in this term paper. We gathered much valuable information about their operational software & working systems via different machineries. Besides here we have given DHL companies E-business reports as well. We have learnt many valuable things from these assignments which we think will definitely help us to get a basic idea about different software & techniques that larger organizations use. Thank you. With best regards, Falcon Group
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Letter of Transmittal 30th of April, 2012 Dr.Sazzad Hossain Professor and Head Department of Computer Science & Engineering University of Liberal Arts Bangladesh. Subject: Transmission of ‘Final Report’
Dear Sir We are the students of USB department currently doing Management Information System & EECommerce under your supervision. It’s been almost three weeks that we have started working on this report. At first we like to thank you for allowing us to work on our project on DHL Bangladesh & showed the report outline to make this term paper. We are really glad that we have got a chance to know the overall digital information system of this company, how they operate their IT department as this is one the best logistics companies in Bangladesh as well as in other nations. Worldwide, DHL is currently the leader in sea & air mail. From the beginning we have done field work by visiting one of DHL company’s offices in Dhaka & tried to get as many information as we can. But unfortunately we failed to gain much information from the authority as they were not keen to share their planning with us. Beside their rude behavior with us was unexpected. Anyways in this term paper, our main goal was to find find out their overall information technologies that they are using to perform their daily tasks. How their it department works, communicate, develop or get customers via information technology, all of these have been describes in this term paper. We gathered much valuable information about their operational software & working systems via different machineries. Besides here we have given DHL companies E-business reports as well. We have learnt many valuable things from these assignments which we think will definitely help us to get a basic idea about different software & techniques that larger organizations use. Thank you. With best regards, Falcon Group
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Executive Summary The purpose of the report is to discuss about the technologies that DHL Company is using in Bangladesh for their overall operational work. How they manage their program, how they perform them by using technology, how much is their IT budget for their business in Bangladesh, how they execute their tasks by using different hardware & software, their development activities , in this project we have tried to discus all these factors of DHL Bangladesh very much broadly & clearly. We have tried to know their management information system that has changed their business in the last 2 decades. Using their technology & effective IT management, other organization in our country can also get benefits. For this purpose we have selected DHL company as this is currently the largest logistics company in the whole world.. Every people want to know that as a biggest company how they maintain their business in the whole world. From the last two month our group “Falcon” is in a process of continuous collecting information about the DHL Company Compan y both from their offices as well as from internet.
Our project will provide very high profile information & the technology system about the DHL in Bangladesh. In this project we have discussed about the different departments of DHL & their process to work. Different relationship diagrams among every department have been showed & also described the main activities of DHL Information system in Bangladesh as well as in other nations. The use of software & hardware tools has been described described & showed their investment in IT sector. We have described the different products products that are offered by DHL Company to us. We showed some tables & drew some charts by which you can easily identify the development of DHL from beginning. DHL is also famous in E-commerce sector & it has a great part for the overall success of this company. So we tried to show the contribution of e-business of DHL Company both in our country & other nations in the world. We also tried to show how DHL came forward & took a strong place in the business world. Mainly it came when they started to develop their IT sector as well as IF sector. Their IT background has been describes very carefully in this project from scratch. In the end, we have also tried to make our own recommendation to their IT as well as overall management systems for further development of the company. In the end en d we hope that this project p roject will result profitable for the readers.
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T a b e o f o t e t s bl l f C on n en n
Contents
Page No. 07
Introduction
Origin of Report Purpose 07-08
Sources & method of collecting data
Data Sources Limitation Report Preview 09-10
Company Overview
Mission Vision
Business Objective
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Products Offered
12
13-14
Departments of DHL
15
DHL Information System of Bangladesh
Software used by DHL Bangladesh
16-17
Hardware required to run their software
17-20
DHLs Hardware Budget Efficiency of DHL using these tools Software used in early 70’s by DHL Brief description of Justsell Result 21
The total parcels handled by DHL between the 1970s & 2010
4
22-23
The total revenue of DHL
DHL’s E -Commerce
24
Merits & Demerits of DHL
25
Our own Recommendations for DHL Bangladesh
26
Conclusion
27
References
28
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Acknowledgement
At this very moment we would like to express my deepest gratitude and humble submission to the almighty ALLAH but for whose support we would never be able to complete a huge task of preparing this paper within the scheduled time. We are also very eager in our heart to acknowledge the support of some good-hearted people who have sincerely helped us to complete the task.
The first name comes to our mind is our teacher, Dr. Sazzad Hossain , Professor and Head Department of Computer Science & Engineering, University of Liberal Arts Bangladesh. We are thankful and indebted to him for his whole-hearted supervision during the period. His suggestions and comments to make the study a good one was really a great source of inspiration for us. Secondly, I convey our thanks to all, who kept inquiring from time to time about the progress of our project. It was really a source of inspiration for us to comp lete the task within the schedule. And last but not the least we would like to thank the National Sale Manager of DHL ( Md. Miarul Haque ) for his generous support and his coordinator (Md.Nure Alam) Sales Planning & developed manager
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1. Introduction:
On the early 90s DHL started its journey in Bangladesh. During that time it had only a few branches in Dhaka & Chittagong & now it’s, spread throughout the nation. During its early period it didn’t got any IS department but now the picture is really differ ent, in Bangladesh DHL uses many technical software’s which are very vital to operate itself efficiently, although throughout the world DHL is operated by the same management procedures & computer technology. During this present period of information age DHL uses world class computer software’s & program to manage both its supply, storage & distribution & as well as customers. Also DHL now activates in the e commerce industry, in more than 225 nations through the world.
Origin of the report: The, idea, to create this report has been given by our respected, Sir, Mr.Sazzad Hossain. All the necessary items provided in this report have been discussed by Mr. Sazzad. And it’s been
completed on 25th April, 2012.
Purpose: The purpose of our report is to represent the various Departments of DHL Bangladesh , types of software used by DHL,functional features of some of these software,the efficiency of the using the software,hardware requirements,advantages and disadvantages & atlast we will describe DHL‘s activities in relation to e-commerce.
2.Sources & methods of collecting data:
Data sources:
Our data sources, consists of both primary & secondar y source’s to implement our study:
Primary Source: As we know that primary source of data collection, are those which have been collected by the study conductor, to do or continue the study or the research. We collected our information through, survey, exploring into various DHL’s showroom & talking with several employees. Secondary Source: Secondary sources are those data which are available on the internet, or the similar kind of experiment/research/study has been taken place & data is collected from there. We collected secondary data mainly from the internet, like also from various magazines.
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Limitations: As our research has been conducted on a very short time & also some of the internet sources provided some information which is back dated. Also as we have conducted our research on DHL’s data base systems software & e commerce, & also many strategies which changes very rapidly, so some of our analysis on this report might be distorted.
Report Preview: Our report/project mainly consists of DHL’s various software’s, those which are crucial for their sale & which enables it to operate efficiently in Bangladesh. Also we discussed about the hardware’s required to run these software, & the advantages & disadvantages. At the end we have covered some the aspects of DHL’s ecommerce related activities in our country.
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3. Company Overview: DHL Express is a division of Deutsche Post providing international express mail services. Originally founded in 1969 to deliver documents between San Francisco and Honolulu, the company expanded its service throughout the world by the late 1970s. The company was primarily interested in offshore and inter-continental deliveries, but the success of FedEx prompted their own inter-US expansion starting in 1983. DHL aggressively expanded to countries that could not be served by any other delivery service, including the Eastern Bloc, Vietnam and the People's Republic of China. In 1998, Deutsche Post began to acquire shares in DHL, finally reached majority ownership in 2001, and completed the purchase in 2002. Deutsche Post then effectively absorbed DHL into its Express division while expanding the use of the DHL brand to other Deutsche Post divisions, business units and subsidiaries. Today, DHL Express shares its well-known DHL brand with other Deutsche Post business units such as DHL Global Forwarding and DHL Exel Supply Chain.
DHL stands for the initials of its founders, namely, Adrian Dalsey, Larry Hillblom and Robert Lynn. It is a Deutsche Post company providing international document shipping and freight (2007), and the leading global express delivery and logistics service provider (2007). It extends its services to 120,000 destinations in more than 220 countries worldwide (2007), including countries in Europe, the Americas, and Asia.
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It maintains and sustains its position in the market as the leading international air express network through continuous expansion, improving hubs and gateways, and offering superior service through a well-trained and dedicated work force (2007). This provides a superior customer experience by focusing on the needs of the customers and by having an extensive background in management and technology related to the customer experience, thus, offering the most flexible, personable, and enjoyable customer experience in the shipping industry (2007). The company also focuses on generating projects that focuses on electronics and telecommunications enhancement and development, and the implementation of their customerspecific project organization system that would provide customers with permanent professional and central contact (2007).
Company 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. Customers trust DHL as the preferred global express and logistics partner, leading the industry in terms of quality, profitability and market share.
Vision:
Customers trust DHL as the pre ferred global express and logistics partner, leading the industry in terms of quality, profitability and market share.
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4. Business Objectives :
The objectives or goals of the company is to provide and offer expertise in express, air and ocean freight, overland transport, and logistics solutions, along with worldwide coverage and in-depth understanding of local markets. This is being achieved by DHL through the development and improvement of its employees, from managers, couriers, and call center representatives, who help deliver the superior customer experience (2007). In addition, the company uses and employs its highly specialized logistic solutions, including its electronics and telecommunications expertise, to shorten warehouse and lead times, in ensuring constant control and transparency of processes, and on-time delivery (2007), thus, providing an efficient and effective service that sustains and maintains its consumers and operations. With this, the company is able to track their projects effectively, sustain their operations and maintain high organizational performance. It manages its projects through a six-step process, namely, initiation, design, planning, execution, closing, and handover ( 2007), thus, emphasizing the key project deliverables of the company, which are the tangible or verifiable products, such as a specific object, or parts of a service, like machinery parts ( 2007). The delivery of such project deliverables enhances and improves the company’s supply chain management strategies, from efficient project management to integration and distribution of products and services, thus, improving and developing the quality of services that the company offers its customers. In analyzing and stating the quality of services of DHL, a Gap Analysis must be done, which indicates the break or crack from the current position of DHL to its goal. The current position of DHL in its industry emphasizes its being a global organization that services 228 countries worldwide, a company grown by aggressive acquisition, and a company having an advanced, vast, and large IT applications. Basically in our country the objective is same, & throughout the entire system DHL follows the same set of procedures & rules. 11
5. Products Offered: Below are given the products offered by DHL in Bangladesh:
PRODUCT
DESCRIPTION
DHL SAME DAY
Dedicated courier operating round the clock, 365 days per year. Next Flight Out, On-Board Courier and direct transit services available. Whether it's a special delivery for a key customer or a critical spare part to keep your customer's business running, some things just can't wait until tomorrow. And DHL knows what it's like when the clock is ticking.
DHL EXPRESS 09:00
Guaranteed* deliveries before 09:00. Available to 34 countries. For those time-critical deliveries to major business locations, DHL EXPRESS 9:00 is supported by proactive delivery notification and a money back guarantee, and is available to international destinations. Extend your working day by asking for a collection of your shipment at normal times with a guaranteed delivery the very next morning.
DHL EXPRESS 12:00
Guaranteed* deliveries before 12:00. Available to 66 countries. For those time-critical noon deliveries to a wide range o f business locations, DHL EXPRESS 12:00 is available to international destinations and supported by a money back guarantee.
DHL EXPRESS WORLDWIDE
Guaranteed deliveries before Close of Business. Available to 231 countries and territorities worldwide. DHL EXPRESS WORLDWIDE is ideal for all of your document and nondocument shipments when getting it there by the end of tomorrow is what matters. Whether you are sending samples, spare parts or finished products, you can rely on our extensive global express network to get your shipments there fast.
DHL ECONOMY SELECT
Day certain door-to-door deliveries by Road to 36 European countries. Typical transit times of 2 – 4 days to main European cities. DHL ECONOMY SELECT is a day definite door-to-door Express service, offering reliable, cost effective and convenient business to business delivery of single parcels, multi-parcel shipments and pallets across Europe. Use DHL ECONOMY SELECT for weights up to 1,000 kg per piece or 2,500 kg per shipment.
DHL IMPORT EXPRESS
Suitable for imports by Road or Air. Choose your required delivery time – by 09:00, by 12:00 or Close of Business. Import Services offer you greater control with just one company, one allinclusive price agreed upfront and one invoice in your local currency. Our service involves the collection of your document and non-document shipments from virtually anywhere in the world and an inbound delivery to a designated address
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6. Departments of DHL
Sales Department Operation Department Finance Department Customer Service Department Marketing Department Human Resource Department IS Department
SALES:
To put it simply, they are primarily assigned with the task of making sales to customers. They have complete ownership and commitment over the Account Customers (contracted customers) and Cash Customers (walk-in customers). They work under strict deadlines and terms and conditions, and are responsible for meeting specific quantitative targets and aspired growth potential of the company. The duty of prospecting and retaining the customer remains with the sales team.
OPERATIONS:
This division acts like a factory for DHL. It handles shipment and delivery functions. The Operations division also gets engaged with "airlines routing", i.e. which route to take to deliver a package effectively and efficiently. Customs Clearance is also one of its major concerns. The Operations Team also performs the responsibility of purchasing Airline Space.
FINANCE:
The Finance Department is charged with the task of ensuring cost efficiency, cost sustainability and sustainable profitability of the company.
CUSTOMER SERVICES:
Responsible for handling all the customer enquiries, often via services offered by DHL Call Center Booking enquiries Tracking all the freights through the counterparts in all parts of the world Creating electronic bonding with customers through the various shipment processing applications
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MARKETING:
Responsible for increasing the revenues of the company Considering Micro and Macro Economic Indicators Researching, innovating and developing products with appropriate prices Maintaining Customer Information Carrying out different programs to support customer generation from the market
HUMAN RESORCE:
Ensures right recruitment Manage the process of Resource Development Retain Resources, i.e. people Ensures 'employee engagement' & demonstrates/displays or carries out activities which will make the company an employer of choice
INFORMATION SERVICES:
Forms the backbone of the entire operations of DHL Bangladesh Has made the entire business process very convenient, effective and efficient as by virtue of the existence of this department, complete reliance is now put upon the electronic visibility of the shipments, rather than the physical visibility. Ensures that all applications are running without any interruption Must ensure that both the 'internal' (company employees) and the 'external' customers are pleased and content with their performance and the quality of their electronic service
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7. DHLs Information System (IS) in Bangladesh:
Below is the relationship diagram which describes the main activities of DHLs Information System (IS) Department:
IS Department functions: This department helps DHL manage efficiently & effectively. It manages the entire stream, so DHL can work smoothly.
ICT Managment •
•
Manages all the database system (software) Manages all the hardware logistcs of the system
Supply Chain & logistcs information • •
•
Parcel tracking Supply chain efficiency Managment of entire loidtics (cars, building, etc).
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Cross Departmental works •
•
Provides all the informatio related to supply chain & others to operate effciently Keeps all the information for each departments employees separately
8. Software used by DHL Bangladesh: Input Tools
Output Tools
COMET
SMART
ISL
PORTFOLIO
CMF
SCORECARD ACTIONABLE
Basically there are two different categories of software DHL Company for their sale in Bangladesh. Both of these tools are very much essential for the customer management system .There is more than 200 applications that DHL use for their customer service. Each application was customized by DHL and also by other IT department in Bangladesh as well as in other nations. The software which is used by DHL in Bangladesh is quite unique then other service company software.
The function of the input tools
COMET- (Customer Service Management Tools ) it a fully customized software only made for DHL to record the customer opportunities related information and also record the input given by the filed sale team. DHL COMET 3.0 is used in more than 140 countries like Bangladesh (cannot be accessed in some countries like Germany due to government restrictions)
ISL – (Internal Sales Team) ISL is basically a lead generation tools for the potential customer of DHL in Bangladesh like other countries .It keep the business opportunity record and give the information to the sale team. It is basically a tools that generate sales lead generation purpose.ISL is mainly accounts to account customer or oriented customer, however walk in customer are tracked here as well.
CMF- (Customer Master File) Civil base product (technical program) which has jointly developed by DHL and another IT firm. It is mainly used by the marketing people and DHL employees. Any single account customer who has average sign with DHL will have his information recorded by CMF, in other word CMF act as a feeder for the marketing department
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The function of the output tools
SMART – (Standard Management Analyzing Reporting Tools) SMART is a output tools which has a revenue and revenue related parameter information. It helps to analysis the customer performance, the way the business needs to be present at any level within the organization. (Territorial, National, Global).
PORTFOLIO – IT is a kind of reporting which give electronic visibility on the performance of particular customer. Portfolio optimizes analysis and synthesis relevant business information for different business tools. It is the most common used reporting tools for lead the management function to increase revenue in a set at a pre-define rate .
SCORECARD- It introduced healthy intents internal completion among the employees of DHL to outcome the better performance from one another. It is a reporting which is very effective for the bench mark comparing one country and another. It also increased average performance of DHL employees through quantizing.
8. Hardware required to run their software DHL is primarily reliant on its 'Global Application'. The DHL employees are just the user group; NOT the technical people themselves.
They generally try to ensure maximum integration between the input, processing and output tools in their software system in their sales division. All the hardware information are at the discretion of the Information Technology firm which has designed the software for them; DHL does not worry about the hardware applications as long as they get the desired services from them, for their day-to-day operations. As outlined in our discussion with the DHL Sales and Development Manager, the firm responsible for offering sophisticated state-of-the-art software to DHL is SIEBEL. DHL however, have some very expensive Servers in their office, which DHL employees equate as their CAPITAL EQUIPMENT (Machinery). More than 5 million BD Taka has been invested to protect all these costly equipments from fire outbreak! These hardware are basically the lifeline of the DHL Company; because if these fail and go down, the company will have to bear tremendous consequences! However, being a thoroughly professional company, DHL has still managed to reserve a back-up internet access to their database through VSAT, which is completely submarine cable connected. This is a way of ensuring the emergency online connectivity of all DHL employees, in case there is any disruption in the conventional local internet service. 17
However, this is just a stop-gap arrangement, and one which DHL would NOT be using under normal circumstances, because of the slower connection speed and data sharing, which would severely hamper their business activities adversely. As evidenced from our discussion with 2 senior level Sales Managers of the company, the DHL employees themselves do not keep much information about the technical aspects of their supporting hardware applications.
DHLs Hardware budget :
In millions dollars 800 700 600 e l t i T s i x A
500 400 300 200 100 0 1970 2010
In millions dollars
1970
2010
50
750
Above the diagram represents the budget allocated by DHL for its hardware development. And from the chart it’s seen that DHLs budget for its hardware is increasing. As its seen that from the 70’s it was about 50 million US dollars but now it’s near 800million US dollars. In Bangladesh during 2010 DHLs spend around 5 million BDT for developing hardware & software. Thus for better management of the database software better hardware is required & DHL is fulfilling it.
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Efficiency of DHL using these tools
DHL, the world's leading express and Logistics Company inaugurated its new Quality Shipment Monitoring System (QSMS) at DHL's Gulshan office in the city recently. DHL Express Bangladesh Country Manager Desmond Quiah inaugurated the new QSMS. Quiah in his speech said, "QSMS has been established to further strengthen operations in Bangladesh and meet the demands of customers. "The centre is the first of its kind in the country, and will serve as the nerve centre for all DHL Bangladesh shipment movement control," he said. "It will also provide a real-time link for us to pro-actively manage customers' shipments throughout DHL's extensive network", he added.
As mentioned in this short article, and also outlined by the National Sales Manager (Mr. Miarul Haque), DHL is the pioneer in introducing such a system in the country. It must be stated without any doubt that DHL is an industry leader in the Logistics and Transportation Sector in the Local Market. Their constant innovation and business motto to be a benchmark icon in this sector has been the main mantra behind all these state-of-the -art solutions; which often keeps them years ahead of their competitors.
QSMS (QUALITY SHIPMENTMONITORING SYSTEM) has allowed the DHL employees now to have permanent real-time visibility on their global operational procedures and performance. They have been offering some very convenient tracking options for all Grameen Phone subscribers as well, as just a mere sms to a particular number can give complete access to all the information regarding the current status of their freight. This service can be availed through E-mail as well www.dhl.com website has some comprehensive freight -tracking features in its very homepage. All that the customer needs to do is just type the specific digit of their own respective freight in order to obtain their desired information. Their major competitors such FED-EX, ARAMEX, etc are all represented by their local agents only. Hence, DHL is the only major service-oriented logistics company in Bangladesh, which has been set-up by the Head Office in 1979. Therefore, DHL has the privilege of carrying-out their operations under the direct supervision and guidance of the Head Office, in collaboration with their local BD counterparts, which has enabled them to invest more heavily in their Information Technology, and be of multiple times greater convenience to their local BD customers, compared to their main competitors which are represented by local agents only.
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Software used in early 70’s by DHL
It can be stated with full authority that DHL uses at least 200 applications, if not more.
This creates more healthy and intense internal competition amongst the DHL employees and the various team members of several departments, which has greatly enabled them to be motive-driven and to boost-up productivity at a given point of time. For instance, their popular output tool named SCORECARDS has been a revolution in the company! This tool assesses the performance of all employees of the company and rates them on a score of 1 to 100. At the end of every year, the employee with the highest points gets awarded the prestigious DHL EMPLOYEE OF THE YEAR AWARD, which is generally handed over to the respective best employees of DHL of all countries in a grand posh ceremony at some developed countries like USA, Australia, etc. Needless to say, this tool has only been a very late addition to the company, thanks to the development of Information Technology! It was simply unthinkable during the 70s! Another example of how technology unites the Global DHL Employees into one single family and fosters dynamic team spirit, is the use of their own social application (just like face book) called Justsell.dhl.com .
Brief description of Justsell Justsell is a comprehensive, fully-integrated program that completely reinvents the DHL sales culture. Featuring networking facilities similar to that of Facebook, MySpace and Twitter, the Just Sell campaign allows sales people across the DHL world to have a voice, learn from others, share leads, and interact with colleagues in more than 225 countries. It also includes a monthly sales magazine with all the latest relevant news and reviews, various merchandise and office communications, together with a range of initiatives that can be used to motivate, energies, and bring together DHL people on a team-based, countrywide, or regional level... with the overall aim to Just Sell DHL, and improve performance like never before. o
o
RESULT
The campaign has been hugely well received by DHL across the world at the highest level, and is now in the process of being implemented throughout Europe and the Asia Pacific region. Feedback so far has been incredibly positive, and the roll-out represents one of the biggest internal communication exercises in the company’s 40 year history.
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o
Below represents the total parcels handled by DHL between the 1970s & 2010:
1000 900 800 700 600 500
Parcels in millions
400 300 200 100 0 1970
2010
Thus it is seen that from 70s to 2010 DHL parcels handling has increased these rapid rise in parcel handling requires efficient supply chain management which is been totally been handled by the tools input & output mentioned above. As DHL is the worldwide leader in IT infrastructure its better technologies enabled it to manage around a billion parcels globally.
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o
Also below the diagram represents the total revenue of DHL:
Revenue Per year: Year
Million
2007
54043
2008
54474
2009
46201
2010
51388
2011
52829
Revenue Chart (Million):
Million 56000 55000 54000 53000 52000 51000 50000
Million
49000 48000 47000 46000 45000 2006
2007
2008
2009
2010
2011
2012
Revenue from 2007 is rising of DHL due to efficiency gained by better management. The fall of revenue at 2009 is due to the recession, but still it regained its revenue afterwards, by lowering its cost through better supply chain which is achieved by better technologies.
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Revenue Increase/ Decrease by Percentages:
Year
Percentages
2008
Increase by 0.08%
2009
Decrease by -15.18%
2010
Increase by 11.22%
2011
Increase by 2.80%
Revenue Chart (percentages):
Percentages 15.00% 10.00% 5.00% 0.00% 2007 -5.00%
2008
2009
2010
2011
2012
Percentages
-10.00% -15.00% -20.00%
It is seen at the above diagram that DHLs revenue is increasing from 2008 to 2011 one of the major factors behind it is the rise in efficiency. Efficiency has increased due to the well managed information &distributions channels, which is effectively organized by the input & output tools of DHL Bangladesh & worldwide. During 2009 revenue dropped due to economic recession
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10.DHL’s E Commerce: On April of 2008 DHL linked itself with the e commerce industry & DHL deliver both businessto-business (B2B) and business-to-consumer (B2C) e-commerce fulfillment services. Their global transportation and distribution network supports in-home and in-store shopping throu gh websites, in-store kiosks and catalogues. Their fulfillment offering is supported by web-enabled systems, such as shipment track and trace.
DHL E-Commerce Fulfillment Services:
Network design including determining where to locate facilities, justifying economics of supplementing the network with fast moving, bulk and/or seasonal operations Process modeling and optimization including determining the ideal lev el of mechanization for the operation Facility design and layout including working with racking, material handling equipment and automation vendors during implementation Systems setup and integration including installation support, configuration and modifications Peak season planning including ramp-up, outside storage operations and leveraging DHL's campuses.
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11. Merits & Demerits of DHL Bangladesh: Merits:
It is very much fast in running their overall activities like importing, exporting, storing etc. It’s been their key factor from the very beginning. They were always very much serious about the time issue as they understand its value. Today as they are using the state of the art software & hardware, their operational activities has been very much accurate & they have became very much efficient in it which is a good sign for Bangladeshi businessmen. They ensure maximum security for our goods as they have a well planed management & they know how to protect their customer’s goods by using effective technologies in Bangladesh. Door to door delivery is one of the best parts of DHL Bangladesh as the overall transportation system in Bangladesh is very poor . So it’s a blessing for all of us. They handle all custom’s troubles for us as they had contracts that they will ensure safe delivery of our products.
Online booking is one of the best services that DHL offers in Bangladesh as well as in other countries. Today people can give order directly from their home both in local areas & abroad.
Demerits
It is relatively expensive to have a deal with DHL in Bangladesh. People have to pay relatively higher cost for import & export of goods (DHL MAIL). Besides their storage cost is very much high, for this reason sometimes it becomes tuff for dealers to make a deal with them. Usually it takes around 1-7$ for per kilogram. Industrial goods transfer cost are same as well. They cannot transfer solid goods easily till now for lack of help from other organizations. Their online services are not very much known to people in Bangladesh for lack of promotions.
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12. Our own recommendations for DHL Bangladesh
Public Awareness : In Bangladesh there are very few people know how to order online for DHL. So DHL Company has to make sure that their customers can order online without any problem. Effective IT Management : DHL should try to develop their IT sector more as they have to be consistent to save their position & as their IT management is their backbone. Good Communication : The transport system is very poor in Bangladesh. Although DHL main activity & delivery process is by shipping or airline. But due to the traffic jam of Bangladesh sometimes their activities are hampering. So they hav e to be more careful. IT Development Plans : It needs to develop their branches in every area of Bangladesh Differentiation : Because of the stage of recession and high competition, the companies need to make difference to have new customers and increase their market share. To invent completely new product can be very expensive and take very much time. So, making little difference on the current product or service can be better. A this time, we need to talk about innovation Damage Control: Damage of shipment happens very often, but it's really scare the hell out of me when the large career service with good establishment refused to pay for the lost shipment and damage which are covered with insurance Market Development: DHL solution needs to integrate a continual measurement on the dimensions of market, customer satisfaction, flexibility, quality & gain experience of measuring these dimensions. Research & development : Increase the budget of Research & development 10% Building New Offices : They have built few more offices in Bangladesh for a new innovation team & assign a leader to work on this project. Also pay premium for new & creative ideas whoever gives it 9 every junior0 so this will provide us innovative atmosphere. Promotion : They have to increase their promotional activities as most people in our country are unaware of DHL Company. They can do it via satellite TV channels & radio channels. Cost: They have to reduce the overall cost of shipment of goods as people in our country are below the poverty scale. Private Investments : It has to be done sooner. More Skilled It personnel: They have recruit more skilled people for it as more people can give more output. Timing of shipment: They have taken it more seriously as our transportation system is very poor.
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13.Conclusion By working in this assignment, we were able to learn many aspects of the technologies that is being used by DHL company like other large companies in Bangladesh. It is a great thing for all of us. We have tried to analyze some of the most talked & valuable parts of the current IT department of DHL Bangladesh & also tried to learn about their old & current software, hardware as well as E-business. The importance of DHL Company in our country is very broad as the transportation system of goods in our country is very poor relatively from other countries. Other nations are very much developed in it. Here people are still using the age old technologies & equipments for transportation of goods in our country. But in case of DHL, currently they have been at their best in transportation of goods in our country from different countries. They have been successful because currently they have well developed IT management that monitors all its current activities from scratch. Their supply chain, storage, distribution of goods as well as direct orders from customers, all these are done by using some of the state of the art hardware & software. This company’s main backbone is their IT management. It’s vastly developed & people are recruited from all parts of the world for effective & efficient functioning. Today they can operate their operations anywhere by using their hardware & software. We agreed to work on the overall IT Management of DHL Bangladesh because we wanted to know their internal information system (IT), how they work, software, hardware, e-business plans as these are the main factors behind their success. We wanted to go deeper for getting these information as these are very much important for other organizations in Bangladesh also. Business owners in our country can simply follow the IT structure of DHL Company as it is well developed & they are making billions of dollars by using them. Other organizations in our country should built up similar kinds of Information Systems for their operations because this is the age of technology. They have to take the most of it. They have to use it & deliver goods & services to their customers without any error. They have to hire efficient IT personnel who can operate software & hardware & make the best use of them Like DHL Company.
Lastly we want to thank our respected teacher Dr. Sazzad Hossain to allow us to work on this final term paper & we are glad that we have got enough guideline from him to finish it. We have learnt many valuable parts of the IT department of DHL Company which will help us to develop our own IT sectors in future. It will definitely going to help us to achieve our desired goal which is to make “Digital Bangladesh” hopefully before 2021.
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14.References
http://www.oppapers.com/essays/Case-Study-Dhl-Bangladesh/839639 http://www.oppapers.com/essays/Dhl-Case-Study/343799 www.DHL.com http://www.behance.net/gallery/JustSell-DHL-Express/613564 http://www.unicornsystems.eu/cz/reference/prehled_referenci/attachments/DHL_Comet_ performance_testing_.pdf http://mylearningworld.com/ http://ivythesis.typepad.com/term_paper_topics/2009/11/project-management-dhlscorecard.html www.Justsell dhl.com
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