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Antonsson, Sigfrid. "How an Organization can Work better with their Suppliers DHL Express in Borås and their Recruitment Companies." Thesis, Högskolan i Borås, Institutionen Ingenjörshögskolan, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-18920.
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When a project work was performed at DHL Express in Borås in spring 2007 the time of theprocesses at the terminal was measured. DHL Express in Borås is working with tworecruitment companies and the employees could therefore be divided into two groups; thepermanent employees and the hired employees. There were a slight difference in performancebetween these two groups of employees and it was then questioned if DHL Express in Boråsreally was working in the best way with the recruitment companies.The theories that were used in this thesis work was; complexity theories by Murray Gell-Mann, Game theory by John Forbes Nash and Lean. These three theories were used at thesame time to get the best outcome.The methods that were used was investigating the contracts between DHL Express and therecruitment companies, interviews with the employees at the tactical level that are in contactwith the recruitment companies in their daily work with base from the contracts,conversations and discussions with employees, pictures was also taken to document parts ofthe terminal at DHL Express in Borås.The result of the thesis work was that a “best-way-package” how DHL Express in Boråsshould work with the recruitment companies was set up. This “best-way-package” could beapplied on any terminal at DHL Express if wanted.Uppsatsnivå: D
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Kjellberg, Martin. "Ärendehantering i DHL express." Thesis, Växjö University, School of Mathematics and Systems Engineering, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-364.
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Syftet med denna rapport är att analysera DHL express behov av ärendehantering. Unified process och unified modelling language har använts för att kartlägga vilka nyckelfunktioner som skulle kunna ingå och vilka krav som DHL har på ärendehantering. Utifrån resultatet av unified process har en prototyp byggts upp för att demonstrera hur ärendehanteringen ser ut praktiskt
The purpose of this report is to analyse DHL Express need for information management in Växjö. Unified process and Unified modelling language have been used to capture the requirements and to make an analysis in order to map key functions for an information management system. From the result of the Unified process a prototype has been built to demonstrate practically the functions in an information management system.
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Šajbidorová, Eva. "Strategická analýza DHL Express." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-10135.
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Hercik, Marek. "Společenská odpovědnost firmy DHL Express (Czech Republic) s.r.o." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2017. http://www.nusl.cz/ntk/nusl-254254.
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This master’s thesis deals with corporate social responsibility of company DHL Express (Czech Republic) s.r.o. and its impact on corporate image. The work is primarily focused on the characterization and analysis of the CSR activities of this logistics company. The first part describes the corporate social responsibility from a theoretical perspective. Subsequently in the second part is analyzed which CSR tools are used by DHL Express and how are they perceived by customers. Attention is paid to the global and local activities of the company and feedback
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Trecáková, Tatiana. "Stanovení hodnoty společnosti DHL Express (Czech Republic) s.r.o." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-96372.
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The aim of this thesis is to determine the market value of DHL Express (Czech Republic) s.r.o. based on publicly available information as at 31.12.2011. The first section details the methodological framework for strategic and financial analysis, building a financial plan and determining the market value of a company. The beginning of the practical part contains the evaluated company information and declares the purpose of determining the market value of a company. The strategic analysis and evaluation of a company's financial health is an essential part of the evaluation process. In addition, the individual company value generators are prognosed on the basis of which the financial plan for the next period is built. On the assumption of company's continued existence, the discounted cash flow method DCF was selected.
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Jumrová, Helena. "Integrace procesů provozního oddělení společnosti DHL Express (Czech Republic) s.r.o." Master's thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-862.
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Diplomová práce popisuje vznik ?nové? společnosti DHL, kterou zasáhla integrace nadnárodních logistických společností, na poli mezinárodních expresních přeprav. Věnuje se integraci logistických procesů expresní divize společnosti DHL Express (Czech Republic) s.r.o. Dále popisuje postupy používané při realizaci mezinárodní expresní přepravy. Identifikuje složitost a analyzuje dopady provozních integračních procesů na dvou oblastech, z hlediska logistického provozu klíčových, a to na rozmístění terminálové sítě společnosti DHL Express v ČR a na jejích Pick up & Delivery trasách.
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Vavríková, Katarína. "Služby a produktové rady spoločnosti DHL Express (Czech Republic) s.r.o." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-262367.
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Currently, logistics is considered as one of the most dynamic sector and therefore it should be given considerable attention. With the current trend of the globalization, we can expect increasing tendency in the near future. Logistics as we know it today has been really an indispensable part of our daily lives. All these activities are covered by logistics processes, without which we cannot imagine the modern life as we know it today.The aim of my thesis is to describe and analyze services and product lines of DHL Express (Czech Republic) Ltd. I chose this topic because I worked in the company and therefore I know the internal conditions and thus can approach the issue comprehensively. The main focus is on description and assessment of existing services DHL Express in the theoretical part. In the practical part, I would like to analyze the new, introducing the services that DHL recently applied or only will implement in the near future. It is for example the Service Point or modern service on petrol station related with expenditure shipments. Outputs of my final project should be beneficial also for the company itself. They are recommendations which services are most used and on the other hand should be turn down or improved. The arguments and opinions in the thesis are supported also by the questionnaire.
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Haraga, Juraj. "Letecká nákladní doprava se zaměřením na expresní služby společnosti DHL." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-2950.
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Letecká nákladní doprava. Práce zaměřena na její součást - leteckou expresní dopravu zásilek. Teoretické vymezení a specifikace trhu letecké nákladní dopravy. Prakticky je činnost popsána na působení společnosti DHL Express v tomto odvětví.
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Leung, Pui-fong Clara. "Winning competition in air express business in Hong Kong : a case study /." Hong Kong : University of Hong Kong, 1995. http://sunzi.lib.hku.hk/hkuto/record.jsp?B14039011.
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Lai, Wing-ching Theresa. "Organization change in a courier company : a case study /." Click to view the E-thesis via HKUTO, 1985. http://sunzi.lib.hku.hk/hkuto/record/B42128171.
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Kocián, Marek. "Letecká přeprava nebezpečného zboží." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-76460.
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Diploma thesis topic deals with air transport of dangerous goods. In the beginning part it describes air cargo transportation itself as well as the main characteristics. Thesis introduces organizations involved in international transport of dangerous goods. Next part of diploma thesis reveals project analysis of air transportation of dangerous goods in respect of IATA Dangerous Goods regulations and procedures. Thesis also covers introduction to air transportation of dangerous goods in specific conditions of DHL Express Company.
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Nárožná, Adriana. "Konkurenceschopnost společnosti FedEx na českém expresním trhu." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224618.
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Diploma Thesis called “ Competitiveness of FedEx on Czech Express Market” deals with FedEx precautions for the company competitiveness improvement. The precautions were designed after internal and external analyses of the company, followed by SWOT analysis which is the base for the precautions for the company competitiveness increase.
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Vyklický, Martin. "Procesní zlepšování ve společnosti DHL Express Czech Republic s.r.o." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-91984.
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Cruz, José Pedro de Resendes Figueira. "Consumer satisfaction as a strategic asset : the DHL Express case." Master's thesis, 2020. http://hdl.handle.net/10400.14/31207.
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Client satisfaction is a key strategic variable to logistic companies that operate in a very competitive and transnational environment. The present thesis aims to characterize customer satisfaction among the DHL Express clients, determining how the several dimension that explain the quality of the service influences satisfaction, in order to take managerial implications. To fulfil this goal, a survey based on the SERVPERF model was made, measuring five dimensions, namely tangibles, reliability, responsiveness, assurance and empathy. A total of 177 responses were obtained among DHL Express clients who used import services, and the scale reliability was validated through the computation of the Cronbach α coefficient.
Non-parametric statistical testing has shown that the differences in satisfaction between B2B to B2C customers, and frequent to first-time clients, were scarce. However, differences between both groups are associated to main drivers of customers satisfaction in the logistics industry, such as timeliness, order condition and technological readiness, including the complementary interfaces. Is also suggested that the customization of the services provided to frequent and first-time clients will also allow to the improvement of the services being served. The application of an ordinal logistic regression revealed that only three dimensions are significant predictors of the customer satisfaction, and besides the other managerial implications also pointed out to the need to pursue better order processing and a demanding and careful human resources selection and training. Future surveys to be served to DHL Express can be summarized from the actual model, as suggested by confirmatory factor analysis.A satisfação do cliente é uma variável estratégica chave para empresas de logística, que operam num ambiente transnacional e muito competitivo. A presente dissertação tem como objetivo caracterizar a satisfação entre os clientes da DHL Express, determinando como as diversas dimensões que explicam a qualidade do serviço influenciam esta variável, e identificar implicações para a gestão. Para tal foi realizado um inquérito baseado no modelo SERVPERF, medindo cinco dimensões: tangíveis, confiabilidade, capacidade de resposta, garantias e empatia. Foram obtidas 177 respostas entre os clientes da DHL Express que usaram serviços de importação. A confiabilidade da escala foi validada através do cálculo do coeficiente α de Cronbach. Testes estatísticos não paramétricos mostraram que as diferenças de satisfação entre clientes B2B e B2C e frequentes e não frequentes são escassas. No entanto, as diferenças entre os dois grupos estão associadas a alguns dos principais fatores que explicam a satisfação do cliente no setor de logística, como sejam a pontualidade, a condição do pedido e a prontidão tecnológica, incluindo as interfaces complementares. Sugere-se, também, que a customização dos serviços prestados aos clientes frequentes e não frequentes também permite a melhoria dos serviços atendidos. Uma regressão logística ordinal revelou que apenas três das dimensões são preditores significativos da satisfação e, além das implicações referidas, apontou para a necessidade de melhorar o processamento de pedidos e para uma exigente e seleção e formação de recursos humanos. Futuros inquéritos a serem desenvolvidos podem ser simplificados a partir do modelo atual, conforme sugerido pela análise fatorial confirmatória.
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Shih, Chin Ho, and 施錦和. "The impact of e-commerce on the traditional express delivery - a case study of DHL Express Taiwan." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/n5jb94.
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Hu, Hsiao-Feng, and 胡小鳳. "A Study on the Collaboration of the International Express Service and Traditional Postal Express Mail Service – DHL Express Taiwan and Chunghwa Post." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/hv6hzx.
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碩士東吳大學
企業管理學系
96
By the growing of e-Commerce business, the customers become more and more accustomed to the express services to deliver or receive the purchases online, besides, the development of internet also causes the demand for document service declining. Under this situation, in many countries, the postal service providers are seeking to explore more services on express parcel, and even to develop the business of B2C and B2B by strategic alliance or merging in order to upgrade the service contents from the traditional post-delivery to an all-inclusive logistics. The objectives of this study target on the international express service providers (DHL, FedEx, UPS, TNT) and Taiwan domestic post-delivery provider _ Chunghwa Post. This research goes to understand the service contents and the operation flow firstly. Then, Five Forces and SWOT analysis of Michael Porter are utilized to analyze the features of industry factors and to identify the Strength, Weakness, Opportunity and Threat of both companies. The opportunities and the challenges to be competed in the market are also to be highlighted. This study takes DHL Taiwan as the example for international express service providers to build up the matrix of Strengths and Weakness with Chunghwa Post based on the service contents, operation flow and SWOT analysis. Engaging with the opinions of the experts and scholars, this study intends to find out a win-win strategy and the possibility to integrate service contents for both of DHL Taiwan and Chunghwa Post. Based on the comprehensive results, an optimized integration solution is hopefully to be proposed. This study concludes that except price advantage, the service coverage and service quality of Chunghwa Post’s are still fallen far behind the international express companies. So, this study suggests Chunghwa Post to improve the operation procedure, transit time and tracking system to satisfy the customers’ needs. On the other hand, the international express service providers are less competitive to Chunghwa Post in the aspects of operating the local market. In fact, there is a room for international express service provider and Chunghwa Post to collaborate to create mutual benefit in the future, if the service contents can be integrated, it would be the most profitable development strategy for each party.
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Krischer, Maike. "Characterization of the portuguese day definite international B2C market for DHL Express." Master's thesis, 2021. http://hdl.handle.net/10400.14/34706.
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The Portuguese Day Definite International (DDI) market has considerable growth potential. Especially the B2C area is expected to develop drastically in the upcoming year. New developments in the e-commerce sector as well as shifting customer preferences, changed the role of the shipping service provider. This thesis investigates the competitive landscape of the Portuguese DDI market with a focus on competitor and customer analysis. The competitor analysis includes, among others, measures of market concentration, market potential and differentiating factors between competitors. The customer analysis is based on primary data collected through a survey and indicates customer preferences. The aim of this thesis is to understand how DHL Express Portugal can improve its market position and grow its market share. The results of the competitor and customer analysis are utilized to develop recommendations for DHL Express Portugal to offer an attractive B2C DDI service.O mercado português Day Definite International (DDI) tem um potential de crescimento considerável. Especialmente o segmento B2C que se espera um desenvolvimento drástico no próximo ano. Novos desenvolvimentos no setor de e-commerce e mudanças nas preferências dos consumidores, mudaram o papel das empresas de expedição. Esta tese investiga o cenário competitivo do mercado DDI português com foco na análise do competitor e do consumidor. A análise do competitor incluí, entre outros, medidas de concentração de mercado, potential de mercado e fatores diferenciadores entre competidor. A análise de consumidor é baseada em dados primários obtidos através de um questionário e indica as preferências do consumidor. O objetivo desta tese é perceber como a DHL Express Portugal pode melhorar a sua posição de mercado e aumentar a sua quota de mercado. Os resultados da análise de competitor e consumidor são usados para desenvolver recomendações para a DHL Express Portugal oferecer um serviço B2C atrativo.
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Dias, João Pedro Paiva. "DHL Express Portugal : B2B market analysis of the international road delivery service." Master's thesis, 2021. http://hdl.handle.net/10400.14/34938.
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DHL Express, an international express market reference, registers a low market share on its international road delivery service, DHL Economy Select. This dissertation aims to understand what can be implemented by the client company to battle this situation and be among the top players in the service, particularly packages delivery. This research aims to characterize the DHL Express offer alongside its main competitors, striving to understand how similar DHL Express’s service offer is. The main topics covered are service, geographical coverage, delivery times and price, since they were identified among the client’s primary decision factors. The research starts by reviewing related literature and analyses both primary sources of data – interviews to employees and clients of the client company –, and secondary sources – company’s services, shipping rates, geographical coverage and corresponding delivery times. This research analysis comprised interviews coding and direct comparison of the topics mentioned. The analysis revealed that DHL Express offer to be uncompetitive. Indeed, competitors offer lower prices, accept larger packages, and charge less for oversize packages and do not restrict service access to clients contracting another service. Additionally, this research offers the client company a sensitivity analysis of its base rates, revealing the competitor’s minimum discount rate needed to match its standard business proposals. To conclude, an interdependent set of recommendations was presented to the client company to increase its service competitiveness, which results in a higher market share.DHL Express, uma referência no mercado expresso internacional, regista uma baixa quota de mercado no serviço rodoviário internacional, DHL Economy Select. Esta dissertação visa perceber o que pode ser implementado pela empresa cliente para combater a situação e ficar entre as principais empresas a prestar o serviço, em particular embalagens. Esta pesquisa visa caracterizar a oferta da DHL Express ao lado dos seus competidores, num esforço de perceber a similaridade da oferta da DHL Express. Os principais tópicos abordados são o serviço, cobertura geográfica, prazos de entrega e preço, uma vez que foram identificados entre os fatores de decisão dos clientes. O estudo começa por rever literatura relacionada e analisa fontes primárias de informação – entrevistas a empregados e clientes da empresa cliente – e fontes secundárias – serviços, tarifas, cobertura geográfica e tempos de entrega de cada empresa. A análise deste estudo incluiu a codificação de entrevistas e comparação direta dos tópicos referidos, revelando que a oferta da DHL Express não é competitiva. De facto, a competição oferece preços mais baixos, aceita embalagens maiores, cobra menos por pacotes acima das dimensões limite e não restringe o acesso ao serviço a clientes que contratem outro serviço. Adicionalmente, este estudo oferece à empresa cliente uma análise de sensibilidade da tarifa base, revelando a taxa de desconto mínima que os competidores devem aplicar para igualar as suas habituais propostas empresariais. Para concluir, um conjunto interdependente de recomendações foi apresentado à empresa cliente para aumentar a competitividade do seu serviço, resultando numa maior quota de mercado.
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Tsamba, Lucas Francisco. "Responsabilidade social empresarial: das práticas de RS nas empresas." Master's thesis, 2008. http://hdl.handle.net/10400.6/2420.
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As reflexões que têm sido feitas em torno do conceito de Responsabilidade Social Empresarial estão longe de serem consensuais. Neste estudo, cujo principal
objectivo consiste em identificar as Práticas de Responsabilidade Social nas Empresas, procura-se compreender este conceito e a sua evolução nas sociedades actuais. A diversidade de práticas possíveis de serem adoptadas por uma determinada empresa condicionou a nossa opção apenas pelas práticas de Responsabilidade Social na vertente externa, ou seja, compreender aquelas acções/projectos que a empresa desenvolve em prole do bem-estar das comunidades nas quais esta desenvolve a sua actividade tradicional. Constatou-se uma série de acções/projectos promovidas pelas empresas no âmbito das suas práticas de Responsabilidade Social. O objecto de análise destas práticas foi o Projecto Abrigo, que acolhe os Sem Abrigo, mesmo que estes não estejam na rua, em situação vulnerável à pobreza e exclusão social. Pelas características do estudo optou-se por uma metodologia qualitativa e por um estudo de caso.
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Freitas, João Bernardo Ladislau de. "Aplicação móvel para leitura e validação de códigos de barra da DHL Express." Master's thesis, 2021. http://hdl.handle.net/10400.26/35695.
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O presente documento ilustra toda a análise, estudo e implementação de uma solução criada para melhorar um processo já existente numa empresa de logística de renome da atuali- dade.
Neste documento é feita uma contextualização da situação atual e como essa falha de processo afeta a eficiência da empresa durante a sua operação diária. Estas falhas ocorrem devido a malformações presentes em códigos de barras, existentes nas cartas de porte utilizadas para efetuar um envio. Com o crescente número de vias de integração disponibilizadas pela DHL Express, diferentes clientes ganham autonomia na geração das suas próprias cartas de porte. No entanto, como um sistema livre de utilização, o mesmo está sujeito a falhas. Recorrente- mente, cartas de porte com códigos de barras inválidos são gerados e recolhidos. Estes envios, ao chegaram aos terminais de processamento, são rejeitados pelos processos automatizados, sendo, assim, processados manualmente.
A solução apresentada, desenvolvida em Android, seguinte uma visão Lean com especial incidência na metodologia Kanban, visa colmatar este problema na origem: no momento de cria- ção da carta de porte de envio.
Toda a gestão e manipulação dos dados lidos por esta aplicação são feitos com recurso a uma base de dados disponibilizada pelo Google – O Firebase.The following document illustrates the analysis, study and implementation of a solution created to improve an existing process in a renowned logistics company. This document provides a contextualization of the current situation and how this process failure affects the company's efficiency during its daily operation. These failures occur due to malformations present in bar codes, existing on the waybills used to make a shipment. With the growing number of integrations made available by DHL Express, different customers gain auton- omy in the generation of their own waybills. However, as a free-to-use system, it is subject to failure. Recurrently, waybills with invalid bar codes are generated and collected. These ship- ments, when they arrive at the processing terminals, are rejected by the automated processes, being processed manually. The solution presented, developed on Android, following a Lean vision with a special focus on the Kanban methodology, aims to address this problem at the origin: when creating the waybill. All management and manipulation of the data read by this application are done using a database made available by Google – Firebase.
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Hitzler, Sebastian Fischer Daniel. "Analyse der Integration von Logistikdienstleistungen auf elektronischen Marktplätzen am Beispiel von DHL EXPRESS /." 2006. http://www.gbv.de/dms/ilmenau/abs/528522205hitzl.txt.
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Wang, Wan-Jung, and 王婉蓉. "A Competitive Analysis of International Express Industry: A Case Study of DHL Taiwan Corporation." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/t3wn36.
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碩士國立中山大學
企業管理學系研究所
95
DHL, the international air express service provider, set up its first branch in Taiwan in 1973. UPS and FedEx, followed in the forerunner’s footsteps, and joined the market as well. Together with the Chunghwa Post Corporation, these four major international express service providers have made the international express marketplace in Taiwan a very competitive environment. Until now, the competition is pretty much settled with DHL having a majority of the market share in both B2B and B2C markets. The main reason why DHL dominants the industry is due to its cooperative relationship with 7-ELEVEN, the largest convenient chain store in Taiwan. DHL customers can drop-off their shipment or packages at any 7-Eleven in Taiwan. Nevertheless, there are still underlining problems and concerns in regard to the business relationship with 7-Eleven which the company needs to pay attention to. First of all, are the 7-Eleven service personnel receiving professional training needed for DHL distribution channels? Second, is the image of 7-ELEVEN stores consistent with that of DHL? Third, is there strong connections and bonding between DHL express operations and 7-Eleven? These are some questions that are often omitted in the B2C market for the international express enterprises; and yet, these questions are the sources of the company’s internal competitive advantages. This study aims to provide an in-depth interview with international express corporations in the B2C market, channel providers that cooperates with the international express corporations, and the international express customers in Kaohsiung. In terms of international express corporations, the question focuses mostly on the company’s marketing strategies including marketing target, product, price, promotion and channels. In terms of channel providers, the center of attention focuses on marketing channels, cooperation strategies, receiving status, and store locations. In terms of customer impressions, the interview focuses mainly on the issues of user experiences, delivery process, package tracking systems, attitudes of service personnel, prices, service satisfactions and whether recommendations are made to other people. The research findings suggested that DHL is still the leader of the B2C marketplace in Taiwan. Those companies that are closer to their customers win the market share. As for 7-Eleven, by providing product and service diversity, the company actually becomes a concern for DHL for being “unprofessional”. It is found that DHL distribution channels often lose packages during the delivery process. FedEx decided on its distribution channel locations based on the channels’ profit incomes. In terms of employee training for distribution channels, FedEx provides a more complete program than DHL. If a comparison is made with these express companies’ advantages, the Chunghwa Post Corporation provides cheap services; DHL has the most distribution channels in Taiwan; FedEx provides the fastest international express services; and UPS has the most complete distribution channels around the world. The key factor to international express success is the degree of professionalism. The distribution channel personnel must be able to provide clear and precise answers and services in order to gain customer satisfaction or even recommendations to potential new customers. In conclusion, this paper will provide some suggestions and future study suggestions for both the researchers and international express companies. And hopefully provide some valuable information and suggestions to international express companies for their future competitive developments.
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Genev, Bozhidar Veselinov. "Multichannel management and customer segmentation to increase shipment volume at DHL Express in Portugal." Master's thesis, 2019. http://hdl.handle.net/10400.14/29244.
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Purpose – the objective of this research was to evaluate the multichannel business of DHL Express in Portugal, map the customer journey and establish the main criteria impacting the shipment volume and customer retention through its three channels – click, call and walk.
Methodology approach – the research used both qualitative and quantitative analysis. The qualitative part was structured interviews with DHL Express employees and partners and the quantitative part was a survey with courier services customers.
Findings – the most often used customer journey was established through the survey after mapping various scenarios fed from the interviews. The critical factors in customer retention were bundled in packages that have been extracted through the survey results. Those factors are potential offerings from DHL Express to customers that can increase shipment volume through the channels. Customer segments were formed based on their buying behavior and channel usage and can be used to better direct the offerings.
Conclusions – customer channel segmentation and customer concerns results should be used in combination to provide an offering from DHL providing maximum value along the customer journey. Customer retention can be established when the factors that influence the buying decision most often are integrated into the service.Objetivo - O objetivo desta pesquisa foi avaliar o negócio multicanal da DHL Express em Portugal, mapear a jornada do cliente e estabelecer os principais critérios que impactam o volume de embarques e retenção de clientes através dos seus três canais - clique, ligue e passe. Abordagem metodológica - a pesquisa utilizou análises qualitativas e quantitativas. A parte qualitativa foi estruturada com entrevistas com funcionários e parceiros da DHL Express e a parte quantitativa foi uma pesquisa com clientes de serviços de correio. Resultados - a jornada do cliente mais frequentemente utilizada foi estabelecida através da pesquisa após o mapeamento de vários cenários alimentados pelas entrevistas. Os fatores críticos na retenção de clientes foram agrupados em pacotes que foram extraídos através dos resultados da pesquisa. Estes fatores são ofertas com potencial da DHL Express para clientes que podem aumentar o volume de remessas pelos canais. Os segmentos de clientes foram formados com base no comportamento de compra e no uso do canal e podem ser usados para direcionar melhor as ofertas. Conclusões - os resultados da segmentação do canal do cliente e das preocupações do cliente devem ser usados em conjunto para fornecer uma oferta da DHL que forneça o valor máximo ao longo da jornada do cliente. A retenção de clientes pode ser estabelecida quando os fatores que influenciam a decisão de compra mais frequentemente são integrados ao serviço.
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Lee, Yi-Chun, and 李憶君. "The Business Model Of Global Integrated Logistics Service Providers - A Case Study Of DHL Express In Taiwan." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/jpjanm.
Full textAbstract:
碩士銘傳大學
國際企業學系碩士在職專班
103
Logistics Service Provider plays an important role in global supply chain management. This research attempts to make a comparison study of the most well-known global integrated logistics service providers including DHL and FedEx. The basic background and development were comprehended by the literature review and site interviews. Organization culture, the differences of strategies and core competitiveness would be discussed after the in-depth interviews with senior managers of these two enterprises. This research revealed that two companies were converted from third party logistics providers to integrated logistics service providers. DHL as the Germany companies comparatively trend to be decentralized; FedEx as the American companies are inclinable to centralized management. Different organization cultures also have affected the companies’ development strategies, DHL emphasizes globalization conception; FedEx presses on innovation and new services. Besides, there is much differential competitiveness between two companies, DHL has the first-mover advantage in most regions worldwide, and good coverage to the third world; FedEx has the largest air cargo fleet and great information technology. At last, this research collects and induces key success factors of integrated logistics service providers as follow: organization cultures have affected the companies’ development strategies, price, and developing business core competitiveness.
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Wu, Gwo-Li, and 吳國立. "How to Build Up Sustained Competitive Advantage for International Express Industry - A Case Study of DHL Taiwan Corporation." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/07576379104715247535.
Full textAbstract:
碩士國立中山大學
國際高階經營管理研究所
90
An International Express Delivery Service offers "door-to-door" comprehensive domestic and international courier and bulk mail services over 200 countries in the world. Through an efficient and multi-service international shipping network, their operations include clear import/export custom clearance, set up customized flight schedule, arrange material storage, perform custom reporting, and ground logistics. In a world of increasingly global competition, an International Express Delivery Service not only provides solution (service) to satisfy their customer needs, but also approach customer''s supply chain information. Then, the express service company has achieved as called "Competitive Advantage" in the global market. Companies achieve competitive advantage through analyzing conductive resources and implementing effective strategies. Ultimately, the only way to sustain competitive advantage is to upgrade companies'' constant resource-to move to more sophisticated type. Since 1973, DHL, the case study of this research paper, entered Taiwan express service. Today, DHL is still the market leader in the international express industry. Successful companies, like DHL, tend to develop a bias for predictability and stability; they obtain successful factors to be in competitive advantage. This research will try to find out the factors by analyzing their resources, business scope and strategy planning.
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Hsien, Lin Yu, and 林育賢. "The Research on the Relationships between e-Business and Management Performance ~ An Empirical Study of DHL Worldwide Express." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/99845908635297302819.
Full textAbstract:
碩士淡江大學
商管學院高階主管管理碩士學程
90
Over the past few years, global logistics based on E-business model became the best business pattern to improve the management performance through the emphasis of efficiency and innovation for most of the enterprises in the world. However, such a combination should address on the enhancement of business management model rather than the upgrade of information and networking technology. As per the above premises, the following study provides a broad review of the implementation procedure, the efficiency progress and the management performance when the world express enterprises conduct the E-Business model. Methodology wise, the clarification of the theoretical and empirical definition of "E-Business" model comes the top priority. Secondly, in order to probe the correlation between the "E-Business" model and the management performance and provide the constructive advises, the study utilizes the "MERSI Management Skills" approach initiated by Mr.Tsai to survey the current business climate of the worldwide express companies in Taiwan accompanied with the professional opinions of management guru. In the end, the author hopes to shed some light on the enterprises either having transformed to"E-Business" or going to transform to "E-Business". In light of the empirical analysis, the majority of the employee in my study is inclined to reckon the correlation between "E-Business" model and the management performance appears insignificant, which reveals "E-Business" model catalyzes the improvement on operation and business performance but has little impact on employee''''''''s mentality. For most of them, knowledge management plus"E-Business" seem to be the most efficient formula to strengthen management performance.
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Hsu, Jia-Hung, and 徐嘉鴻. "An Empirical Study of the Relationships of Marketing Culture, Customer Trust, Customer Commitment and Organizational Performance: The Case of DHL Worldwide Express." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/09396749348973025658.
Full textAbstract:
碩士國立臺灣海洋大學
航運管理學系
98
Marketing culture is that component of a firm’s overall culture that refers to the pattern of shared values and beliefs that help employees understand and “feel” the marketing function and thereby provides them with norms for behavior in the firm. The purpose of this study is to investigate the relationship of marketing culture, customer trust, customer commitment and organization performance and analysis by LISREL8.52 to test the hypothesis proposed in this study. The main results of this study are: (1) marketing culture has a positive significant effect on trust, and (2) customer trust on customer commitment has a positive significant effect, and (3) customer commitment to organizational performance has a positive significant effect.