Customizing solutions for the airline industry

Cost savings vs. Enhanced Customer proposition. Why not have both?

DHL Supply Chain

Ocean House
The Ring
Bracknell
Berkshire
RG12 1AN
United Kingdom
Telephone: +44 1327 308 474
Email: airlinebusinesssolutions@dhl.com
www.dhl.com

08-09/CV/5046

All information is correct as at time of printing: August 2009

Airline Business Solutions

DHL Supply Chain

THERE IS SOMEONE WE WANT TO SATISFY

EVEN MORE THAN YOU: YOUR CUSTOMER

In our business as one of the worlds largest airlines

and managing 12% of the worlds cargo (spending
over $2bn p.a. with commercial airlines) we
recognize and share the pressures facing the airline
industry escalating commodity prices, increasing
competition, stricter safety regulations and higher
value inventories.

How should airlines respond to fluctuating consumer

demand, lower passenger yields, food cost inflation and
the price of fuel? Who will survive and how will we
work together to weather the storm?

The successful airlines will be those which can adapt to

change, and make it work in their favor. In the current
business climate is the answer to trade your customer
proposition for cost savings? We think there is a better
way. DHLs Airline Business Solutions aims to help
airlines take a strategic approach to business
transformation related to their above the wing

expenditure, creating value by reducing cost, while

improving the customer experience.

At DHL we believe our approach represents a fundamental

shift from a catering-led approach. We consider the
airlines onboard requirements, examining the end-to-end
process and re-evaluating the total supply chain.
The airline catering model is based around logistics.
Flight catering is 80% logistics and 20% catering

(some said 70:30 and others 90:10)1. Its with this in

mind that DHL has entered the market, applying its
strategic thinking, operational excellence, supply chain
and business transformational expertise into the global
airline services market. Our aim is to drive mutual
commercial benefit through improved efficiency,
product selection and cost reduction.
DHL Supply Chain provides a range of industry-specific
solutions. These incorporate consultancy services,
business solutions and design, sourcing, production,
storage, assembly and delivery to after-sales and returns.
Our customers can rely on us to utilize the wealth of
skills and capabilities within our organization to develop
innovative solutions that work for their industry and
their environment, no matter how demanding.

Professor Peter Jones, University of Surrey, OnBoard Hospitality, February 2009

Airline Business Solutions

DHL Supply Chain

THERE IS SOMEONE WE WANT TO SATISFY

EVEN MORE THAN YOU: YOUR CUSTOMER

We have vast experience in managing extremely

complex supply chains across a broad range of
business sectors, from aviation to automotive, consumer
to technology, food retail to fashion and industrial to
healthcare. Each of these industries has its own critical
activities, whether it be delivering chilled/frozen food to
supermarket stores nationwide on a 15 minute deadline,
delivering time-critical sensitive healthcare products,
or managing customized line feeding of car parts to a
continuous production line.
We use our industry and supply chain expertise to turn
complex customer requirements into flexible solutions
which meet customer challenges head-on. Its your
perspective we take and its your business needs
we anticipate. We make it our business to understand

your goals, objectives, key customers and competitive

issues to help improve their business models. We
work closely with our customers, shoulder to shoulder
with their management teams to establish trust and
confidence to develop same-side-of-the-table behaviors
to drive mutual success.

We drive sustainable competitive advantage for

our customers by getting their products to market
faster and more efficiently. Whatever their size, our
customers can rely on us to draw on our local insight
and global scale to deliver value across every aspect of
their supply chain. Our role, in short, is to help make
our customers successful.
And what is our knowledge based on? In addition to
being the largest global supply chain and freight
forwarding business, we also operate 350 of our own
aircraft, as well as utilizing the capacity of many other
airlines. We have representation at over 220 airports
globally and partner with some of the leaders in the
industry to provide specialist transportation services.
We have airside facilities and are highly experienced in
managing airside operations, with approved drivers and
vehicles as well as knowledge of aviation legislation and
insurance requirements.

DHL Supply Chain

Airline Business Solutions

AIRLINE BUSINESS SOLUTIONS

Procurement
& Sourcing
AIRLINE BUSINESS SOLUTIONS

Food
Services

AIRLINE
BUSINESS
SOLUTIONS

DHL are a large business with a turnover in excess of

41.6bn and we have real credibility in transforming
businesses. As a result many customers come to us with
their business problems, often broader than purely
supply chain.

Logistics

Through our supply chain consulting and network

design studies, we help customers with the big picture;
we understand whats working and what can be
optimized for improved operational efficiency and

Our business has a long and successful track record of

delivering step change transformational programs

Past experiences have taught us that in order to gain the

best sustainable return for your business, a strategic
approach and partnership is key. Tactical initiatives
can then be implemented to fulfill the strategic
objectives by adopting a true end-to-end approach for
the provision of above the wing services.

that address large, complex and underperforming

business-critical issues. These can be driven by an

Successful transformational change requires a strong

enhanced customer service.

Commercial
Model

solution through a comprehensive range of services

and operating models. And by partnering with world
class organizations, the DHL approach creates a best
of breed solution and allows for the creation of a more
targeted customer proposition. The result is a customized,
leaner, more cost effective, responsive business model to
meet and adapt to changing market dynamics.

internal or external trigger for change and generate

significant customer value. We plot out the path,
re-engineer and work with our customers to deliver
the change.
DHL is able to offer airlines a one-stop shop utilizing
our expertise to design the appropriate business

relationship between both parties: shared vision

and goals, shared risk and reward with joint

incentives to motivate both parties to exceed expectations.

By adopting our airline business solution as a Fourth
Party Logistics Provider (4PL) or 3PL provider we will
adopt lean thinking across the end-to-end process,

optimizing our network, whilst seeking continuous

improvement and cost reduction. We take responsibility
for assembling and controlling the resources, capabilities
and technologies of our own organization (3PL) or
sourcing from the right third party service providers
(4PL), whether they be producing raw or finished
materials (food or retail). We assume accountability
for the management, performance, cost and
development of the entire business solution.

Whether our customers want a full end-to-end seamless

solution or just an element of the solution, DHL can be
relied on to help fulfill their business objectives.

The four key principles to our above the wing airline

solutions are:

 eliver great tasting food

D
Optimal cost procurement
Intelligent logistics
Flexible commercial model

DHL Supply Chain

Airline Business Solutions

WORKING WITH THE RIGHT PARTNERS

TO DELIVER GREAT TASTING FOOD
AIRLINE BUSINESS SOLUTIONS

Consumer
knowledge
Food
safety

Food-related
procurement

Food
Services

Menu
design

Non-premium
food
production

Premium
food
production

Food
packaging
Tray
assembly

We will find the right partners for your region with

the capability to design and consistently produce
an enhanced customer experience. Whether it be
recruiting specialist chefs to adapt the latest restaurant
trends into a premium in-flight dining experience or
utilizing the latest manufacturing techniques to
produce best quality offering at the right price, DHL
can find them.

Consumer knowledge - we provide airlines with real

customer insight and ensure that we are responsive to
changing consumer and market trends; whether that
be a greater demand for seasonality, healthier options,
international recipes, or perhaps for different packaging
to reduce the impact on the environment. This insight
is gained from our customers and partners experience,
incorporating the latest retail and restaurant trends
supplemented with targeted market research.
Food-related procurement - our partners understand

your customer proposition and using this knowledge

determine whether to make or buy in prepared goods.
They utilize their buying power to purchase quality
materials, ingredients and services from preferred
suppliers at the best price.
Premium and non-premium food production - from

Food safety - highly qualified teams assure the quality

and the safety of the food that is produced. We ensure

rigorous hygiene standards are maintained
through all stages of the supply chain from the

raw materials that are bought through to the finished

products which leave our facilities.
Food packaging - through our innovation, industry

insights and materials knowledge we can introduce

new packaging options to enhance the look of the
product, reduce space and support environmental
and sustainability objectives. We also show great

consideration to ensure ease of use by the consumer and

service delivery by cabin services.
Tray assembly - we look to constantly innovate our
assembly processes based on our learnings across a
wide range of industries to deliver cost savings.

creation of premium food menus to buy on board retail

services, our partners have the knowledge and expertise
using the latest food production, innovation and food
science techniques to consistently produce high

consumer insight and food science expertise we can

plan, design and seek to push the boundaries for

quality food and improve the customer experience.

new menus.

Menu design - through our chefs knowledge,

DHL Supply Chain

Airline Business Solutions

OPTIMAL COST PROCUREMENT & SOURCING SOLUTIONS

AIRLINE BUSINESS SOLUTIONS

We determine our customers real procurement needs

and produce long-term solutions. We do whatever it
takes to deliver their objectives.

In-house
design team

From strategic sourcing to fully outsourced

procurement, our capabilities cover every aspect of

Global
sourcing

Consultancy

Procurement
& Sourcing
Inbound
management

expertise and the insights gained from working relationships

with some of the worlds biggest companies. Dedicated teams
can be established in-house, leveraging a considerable
skilled off-site resource using procurement technology.

todays purchasing and supply management functions.

Global sourcing - our performance is maximized by
leveraging our experience in local, regional, and
global supply markets with our significant market
purchasing power. Our transparent commercial

approach to procurement gives us the edge, meaning

that ultimately our customers benefit from getting
products to market more quickly and cost effectively
and without the internal resource needed.
Purchasing
strategies

Optimum cost
procurement

In-house design - the formula for success is based on a

flexible, innovative approach backed by deep procurement

Purchasing strategies - we have developed an unrivalled

combination of capabilities, particularly in complex,
service-based categories. We deliver results by drawing
upon a proven combination of methodologies, tools,
systems and specialist expertise to help in generating
the best possible purchasing strategy (developing key
supplier partnerships to e-tendering).

Optimum cost procurement - due to the size of

our group and the expertise of our people we unlock
hidden savings and utilize our global buying power.
Through our people and processes we enable optimum
cost procurement which leads to improved asset
utilization, reduced sourcing cycle time, increased
supplier-led innovation, improved working capital
& cash flow and process improvement.
Inbound management - the integration of

purchasing within our solutions creates the basis

for establishing a total end-to-end process for
logistics process management. Purchasing and
procurement thus becomes the enabler for the logistics
ability of a company.
Consultancy - we can help with every aspect of the

procurement challenge and the objective is to deliver

tangible and sustainable benefits for our customers.
We provide a structured approach that accurately
identifies value improvement opportunities, then

we ensure the benefits are delivered and locked in for

the long term.

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Airline Business Solutions

DHL Supply Chain

INTELLIGENT LOGISTICS, MEETING YOUR

CURRENT AND FUTURE BUSINESS NEEDS
AIRLINE BUSINESS SOLUTIONS

Carbon
assessment
DHL
Aerospace

Storage

As the worlds largest contract logistics specialist we

pride ourselves on consistently delivering excellent
operations. Our customers can rely on solutions
that work harder for their business through our
commitment to listen and innovate, supported by
our disciplined approach to performance measurement,
quality assurance, project management, environmental
management and process improvement.

Through performance measurement we:

To keep our customers ahead of the game, DHL

L isten to and understand the voice of our customer

Provide the customer with detailed
management information
Conduct operational performance reviews
Support problem solving and continuous
improvement

adopt a proven process improvement methodology. We

collaborate with our customers to identify opportunities
to re-engineer or continuously improve operations
based on their business objectives.

Planning is critical to business success, thats why

Fleet
management

Inventory
management

Logistics

We engage with our clients on a consultancy basis,

but unlike other consultants, we deliver from
implementation to steady state. It is for this reason
that we focus all of our expertise and experience on
driving sustainable competitive advantage for our
customers now and for the future.

Waste and
returns
management

Security

Print
management

Freight
forwarding

Our performance metrics provide DHL management

teams with the appropriate tools and management
information to understand performance and manage the
business on your behalf.

DHL has made project management a core discipline

and a key differentiator. Through our DePICT project
management methodology, we ensure that the solution
is implemented on time, to budget and becomes an
operational reality. We define roles, expectations, scope
and goals, then monitor projects so closely that we can
anticipate and respond to risks and opportunities before
they happen, which is key to keeping a project on track.
We are passionate about quality assurance. Quality

is about finding ways to constantly raise the bar. When

we say quality, we mean delivering the highest levels
of accuracy, on-time performance, and exceeding food
hygiene and regulatory requirements, to drive ultimate
value for the customer.

Environmental management and sustainability are

core to our business. Customers are expecting greener

solutions and we are market-leading within the airline

industry, actively tracking and minimizing our effect on
the environment and sourcing products from sustainable
sources wherever possible.
DHL as a business is committed to the environment
and through its environmental program, GoGreen, is
targeting a reduction in its carbon footprint: 10% by
2012 rising to a 30% reduction by 2020.

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Airline Business Solutions

DHL Supply Chain

INTELLIGENT LOGISTICS, MEETING YOUR

CURRENT AND FUTURE BUSINESS NEEDS

Building on our customer-focused culture and

passion for successful operations we can bring a
unique set of skills and capabilities to the airline
sector to help develop a competitive advantage
for our customers. These include:

Our inventory management system allows us to

efficiently manage the flow of materials, people and
equipment to a high degree of visibility. Enabling our
customers to reduce their inventory and have access to
greater availability.

Business solutions - through our industry knowledge

Freight forwarding - we are the No.1 provider of air

and sea freight operating globally in over 150 countries.
We source products from around the world and have
the infrastructure and network to design a customer
solution based on the desired service levels and optimize
transport costs.

and expertise we turn complex customer requirements

into flexible solutions that appear seamless and simple,
while meeting our customers challenges head-on.
Full outsourced solutions - as a successful Fourth

Party Logistics Provider (4PL) we can apply the

resources and expertise of the DHL organization to take
full responsibility for the complete management of our
customers end-to-end operations.
Facilities and inventory management - we manage

the design, build, implementation and operation of

dedicated and shared-user facilities including bonded,
temperature-controlled, industry-specific (e.g. airside)
and conventional warehousing. Whether facilities are
provided by us or sourced from a third party provider.

Our fleet management solutions use the latest

technologies related to vehicle design, traceability
and regulatory compliance. This advancement gives
our customers the operational confidence to meet
their desired service levels in the most efficient and
environmentally friendly manner.
Security - we co-operate with regulatory authorities

to design and implement regional and global security

policies and procedures. We provide security training

to all levels of staff and have a wealth of experience and

knowledge of airport operations around the globe.
Waste management - our Environmental Compliance

Solutions group within DHL delivers an environmentally

focused approach to waste management. We promote
re-use, pre-treatment and segregation of waste to
improve recycling rates and eliminate landfill.
Print management - we provide expert management

of all the printed and digital materials through Williams

Lea, renowned as world leaders in the provision of
Corporate Information Solutions.

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Airline Business Solutions

DHL Supply Chain

A FLEXIBLE COMMERCIAL APPROACH

AIRLINE BUSINESS SOLUTIONS

In any operation we believe that different commercial

options should be available, depending on our
customers needs.

Closed
book

Open
book

3PL

Commercial
Model

Lead logistics
provider

Risk and
reward

Our open book management model gives our customers

full transparency of the financial information regarding
their operation. This enables us to work together
to make more informed decisions and ensure our
customers have greater control over their budgetary
spend. Through this model we are able to work towards
aligned goals, eliminate conflicts of interest and
provide the flexibility over the term of the contract
to support any changes in the customers strategic
direction. Open book information includes, but is not
limited to, revenue, profit, cost of goods and services,
cash flow and expenses.
Our commercial model of closed book management
and accounting is very much still prevalent in todays
business. Benefits of this include having fixed pricing
with a matrix of charges depending on volume and
the services required.

DHL is committed to balancing both operational

and financial needs to provide best value. Sharing
risk and reward gives both parties the incentive needed

to form long term strategies. Through the open book

commercial model we can provide structured savings.
By adopting our airline business solution as a Fourth
Party Logistics Provider (4PL) or 3PL provider, DHL can
add real value to your business by:
Reducing operating costs through improved
distribution, transport, procurement and staffing

Reducing your working capital through reduced
inventory and improved availability

Reducing fixed capital expenditure through improved
asset utilization across our network
Ultimately, the DHL solutions deliver enhanced
customer value by improving product quality,
availability and customer service performance, whilst
reducing cost and capital investment which results in
improved profitability and shareholder value.

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Airline Business Solutions

DHL Supply Chain

MANUFACTURING
& RAW MATERIALS
International/national
transportation, order processing,
inventory management

AUTOMOTIVE

INDUSTRIAL

HEALTHCARE

TECHNOLOGY

CONSUMER

RETAIL

FASHION

EXPORT / IMPORT
ACTIVITIES
Integrated services - trucking,
warehouses, air/ocean
import/export, customs team

PRIMARY
MOVEMENT
Transporting from import to
warehousing, including
management of fleet

DISTRIBUTION
CENTERS
Warehousing - can include
ambient, chilled, frozen,
bonded, automated

SECONDARY
MOVEMENT
Movement of finished goods
from distribution centers
to local areas

B2B & B2C

DISTRIBUTION
By specialist trucks, vans
or by post to businesses
or consumers

AFTER-SALES &
reverse logistics
Management and
transporting of used/
damaged/unwanted goods

Customizing feeding lineside parts to a continuous

production plant

Supplier component
collections, consolidation
and forward distribution to
production lines across EMEA

A scalable warehousing and

distribution solution for tyres
to allow for seasonal demand

Consolidation point for

inbound deliveries prior
to kitting, assembly and
transportation of components
to a train manufacturer in
Barcelona

DHL provide all export/import

activities for construction
materials plus timed
distribution to enable a
project in a highly populated
city to run on time

DHL receives, stores and

manages products at a facility
located inside a plasterboard
manufacturing plant. Products
are then loaded onto trucks
for further distribution

Delivery of bulk petroleum

to a national supermarket
garage forecourt of over
270 sites

Collection of finished
windows from two factories,
cross docked where orders
are consolidated for daily and
onward delivery to stores

Just-in-time delivery of
materials, components and
maintenance parts to 2,500
trackside and depot railway
engineers throughout the UK

Inbound to manufacturingincluding freight, customs

clearance, and inventory
management for an
orthopaedic manufacturer

Global clinical trial study

management including
blinding packs, labeling, and
temperature monitoring

Inbound transportation and

storage at -150C and onward
shipping within re-usable
liquid nitrogen containers

Off-site hospital warehouse

and on-site customer service
point to reduce hospital
traffic and avoid duplication
of stocks

Movement and kitting

of expensive drugs to 26
countries with labeling,
literature and quality checks

Over 200,000 deliveries of

medical devices to diabetic
patients in Italy

Providing storage and express

distribution of replacement
IV infusion pumps to cover
refurbishment units within UK
hospitals

Shuttle and line-side

services to production
lines for a global computer
manufacturer in Ireland

Inbound and outbound

transport management
through a control tower
service for a global PC
manufacturer

Management of inbound
freight from port to a central
European distribution center
for a printer manufacturer

Warehousing, assembly of
products and distribution of
products for an information
management and storage
specialist

Management of materials
through Europe, Middle East
and Africa of backup power
supplies

Delivery and installation

of photocopiers and home
cinema etc to the home or
office so that it is ready for
use straightaway

Providing shuttle transport

of packaging deliveries to a
leading global brewer

Management of point-of-sale
for 52 beverage distributors
across three regions, globally
from 300 vendors in Asia,
Europe and the Americas

Using our dedicated planning

center, DHL manage all
primary movements for one of
the worlds leading consumer
manufacturers

Warehousing operations that

provide multi-user services
and processes to store, handle
and distribute goods for food
manufacturers

Storage, kitting and

preparation (including local
language printing of vacuum
cleaners to be distributed to
emerging countries)

Distribution of consumer
goods from a multi-user
ambient and temperaturecontrolled facility across
Spain

The management of over

1,000 containers of inbound
products from printers across
the globe into China, US and
UK warehouses

Start-up distribution center

in Slovakia for a supermarket
chains expansion into this
new country

Distribution of chilled and

frozen goods to over 400
supermarkets nationally

Two-man home delivery

service for larger goods such
as sofas and brown goods

The warehousing, picking and

packaging of branded items
ready for distribution around
France

The distribution to a network

of 175 national fashion stores

The management of up to
4,000 container movements
from Asia and 1,300 road /
rail movements from across
Europe into production facilities
for a kitchen manufacturer
Receiving inbound garments
from the Far East to three
warehouses in Europe

NO MATTER HOW COMPLEX YOUR BUSINESS IS,

THERE IS A SOLUTION FOR YOU

Warehousing of motorcycles,
packaging and delivery to
national and international
dealers

Return and repair services

for mobile phones including
swap stock distributed direct
to the end user

Collection of returned
products, waste and
packaging plus product
recalls for a retailer of baby
products in the UK

Pickup and return distribution

to factory outlet for a fashion
label

We are confident that we can meet your business

challenges faster and more effectively. Our scale and
expertise mean that, the chances are, weve already
solved your problem many times in the past. In fact,
the likelihood is that weve made it a best-practice
solution, ready to be implemented by an account team
that intimately understands the market.

Our best example of the savings can be seen with the

NHS Supply Chain business. In 2006, we entered into
a 10 year contract with the English National Health
Service (NHS), where we are responsible for managing
the procurement of over 620,000 healthcare products
and targeted with over 1 billion savings to be channeled
back to the NHS, to improve patient care.

Weve described our business excellence and here are just

few examples of our depth and breadth in practice:

Its not just about delivery: our power packaging

operation is the largest contract manufacturer of food
and beverage products in North America. We produce
everything from beverages to cake mixes for some of
the biggest consumer brands in the world in a variety of
packaging options.

We perform global supply chain management for a

leading toy retailer, managing the buying process and
transportation for suppliers principally from Asia to
the Americas and Europe. Our warehousing operations
in each region manage peak seasonal demand of over
50,000 orders a day employing 1,100 personnel. To
handle the seasonal variation, DHL has set up its own
temporary employment service. This arrangement
provides us with greater flexibility, whilst retaining
the business knowledge by attracting more returning
seasonal employees. Through this initiative our quality
improvement process has led to a 30% increase in
efficiency since its start-up.

Our European, inbound logistics solution for a leading

luxury car manufacturer, has resulted in considerable
cost reduction and more responsive logistics planning.
As the Fourth Party Logistics Provider (4PL), DHLs
control tower operation has a key success factor in the
European element of inbound logistics, involving 500
automotive component suppliers in 17 countries and
leading to just-in-time delivery of customized parts to
the production line. Acting as the 4PL, DHL played a

central role in planning and managing other supply

chain service providers on behalf of its customer,
including freight and express services.
Our flexibility and adaptability mean that we can manage
fluctuating daily and weekly demands. We operate a
network of distribution centers and transportation for
a leading supermarket retailer, which entails picking
and packing of store products with an accuracy rate of
over 99.8%. Within individual locations the volume can
rise to up to 2 million cases per week with a demand
fluctuation of 40,000 cases per day. Due to the design
setup, the distribution centers also act as a hub within a
hub and spoke network to move bulk supplies efficiently
around our facilities for distribution to the stores.

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Airline Business Solutions

DHL Supply Chain

WHAT MAKES US DIFFERENT?

1. Customer focus - We aim to think from our

customers perspective and to anticipate their
corporate needs. We make it our business to

understand their growth objectives, key customers,

profitability goals, competitive issues, and more,
helping to improve their business models through
focused relationship management.
We work closely with our customers, often shoulder
to shoulder with their management teams building
confidence and trust in the delivery of their service
whilst encouraging same-side-of-the-table behavior to
gain mutual success.
2. Leverage scale - DHL are active in more than

220 countries and territories, around the world,

employing around 310,000 people. With each of these
countries, territories and markets comes different
challenges, and our ability to meet these challenges
has led us to hold a No.1 position in many of our
markets. But to us, being No.1 is about much more
than size. It is about being a leader in service,
innovation and meeting our customers needs.

3. Business transformation - Globally we have

teams dedicated to business transformation using

the most comprehensive change management tools
and processes available. These include our industryleading methodology DePICT. No project goes live
within DHL without adopting this methodology.
Success can only be achieved with shared vision and
shared goals. Together with effective leadership,
customer focus and employee engagement
we create the drive for successful operational
change to happen.
4. Delivering value - We can deliver value through

streamlined processes, greater efficiency, innovation,

thought leadership and adopting best practice
from our global business in a broad range of
industries. This allows our customers to have the
opportunity to realize both cost savings and an
enhanced customer proposition.

Then the process starts all over again

1
Customer
focus

2
Leverage
scale

4
Delivering
value

3
Business
transformation

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Airline Business Solutions

DHL Supply Chain

Proactive Solutions; Personal Commitment;

Local strength, worldwide

DHL is a Deutsche Post DHL brand with a vision to

become The logistics company for the world. Our
promise to customers is to provide simplifying services
and sustainable solutions, and to always demonstrate
respect without compromising on results.
We bring together the combined strength of DHL
Global Mail, DHL Express, DHL Freight, DHL Global
Forwarding and DHL Supply Chain services.
We aim to be the First Choice our way of working, our
corporate culture, our ambition to be the first choice
for our employees, investors and customers. The goal of
First Choice is to establish a customer-oriented culture
throughout the company. For us, this means offering new
and existing customers even better services, to ensure that
they continue to work with us and recommend us to others.
That is the path that will take us forward, in all divisions all
over the world. First Choice is a central tool for us to reach
our objective of becoming the provider of choice, the
investment of choice and the employer of choice.
DHL is only as good as its employees, and thats why we
work hard to design policies and concepts focused on

successful staff recruiting and human resources development.

Ultimately we have committed people that dont accept the
status quo every day, across the world, our people work
hard to stay informed about local markets and growth
trends, and we proactively inform our customers about new
solutions and opportunities, gained from experience in other
markets and operations around the globe. This creates real
growth opportunities for our customers. Were a name
you can trust in places you may not.
Deutsche Post DHL is not just the largest logistics
company. It is also rated as one of the most innovative
companies in the industry worldwide. The Group
contains its innovation activities in the DHL Innovation
Center, which opened in 2007. To bring new logistics
products to the market, the DHL Innovation Center
maintains strategic partnerships with leading global
companies as well as research alliances with the logistics
institutes of universities and societies around the world.
We continue to improve the overall customer
understanding and drive our organization to become
even more customer-centric and to be first choice for
our global customers.

FOR MORE INFORMATION

DHL will always strive to understand your airline
business needs and work with you to develop the
most intelligent solutions.
Simply email Chris Jackson or Richard Cawthra at:
airlinebusinesssolutions@dhl.com
Alternatively you can telephone DHL Supply Chain
on: +44 1327 308 474.

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