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January 7, 2009

10:24 PM

Value-Added services from DHL

Hey there! We here do hope the New Year's break was a welcome respite to you all.

This post shall deal with Value-added services provided by DHL International, Ltd.
DHL International Ltd (originally stands for Dalsey, Hillblom and Lynn) is a globally renown and established logistical provider. It is a third party logistics (3PL) provider, offering total solutions to its customers at a premium while giving a complete assurance on its safety and delivery. It has a variety of transport fleet ranging from vans to boats, accordingly used in different situations. For more information read more from: http://en.wikipedia.org/wiki/DHL

We had found that DHL provides a myriad of value-added services (VAS) with some paid or even at no added cost at all (Free-of-Charge, FOC)!

Several of these VAS includes:
1) Delivery Details (FOC)
Service is available through DHL's GlobalTrack, via phone, DHL provided software like EasyShip or through calling their customer service officers. GlobalTrack works by entering the "DHL Order Code" online to give its goods visibility.

2) DHL Return Solutions (Paid)
Upon request, DHL could preprint Waybills^ according to its second tier customers (DHL's customer's customer) return addresses and information, if need be to facilitate a proper return. DHL could tailor it specifically through:

Contacting your local DHL Sales Representative
Calling 1-800-225-5345

^A waybill is a document, or available electronically, issued by a carrier giving details and instructions relating to the shipment of a consignment of goods.

Another method is through managing returns process through 'DHL Logistics'. DHL could design a tailored program by sending advanced replacements and track the returns, manage your product recall, or produce and send a shipping label and container to your customer. 'DHL Logistics' may include 'Asset Recovery' or 'R3 service'.

Constraints:
Several constraints are faced by the contract logistics provider (3PL) could be that the DHL Returns solutions may not work if the customer did not enter the right cutomer information or addresses in its Waybills. The process may get messed up with wrong returns delivery placements and hence the process gets to be repeated again. This may end up to end-user dissatisfaction as goods get delayed. Thus it is always the DHL's customer's responsibility in checking such information input were accurate.

3) R3 Service (Paid)
R3 = Retrieve, Repair and Return notebook computers and other small electronics within 48 hours. It is a total solutions where DHL pickup the goods, return to customer's repair center and back to the its second tier customers within 48 hours or less. Benefits:

Unique to DHL and the only service of its kind, anywhere (An innovative service provision)
Use multiple repair sites, and any mode of DHL transportation (For reliability)
Specially designed and tested R3 box, carried by DHL drivers (For added safety)
Complete shipment preparation including shipping label and Waybill (Facilitates returns)
Driver wait time of up to 5 minutes while your customer packs the unit (Time-sensitivity).

4) Shipment Value Protection (Paid)

A customer may request for shipment value protection on pickup through checking the text field in its Waybill (both manual or electronic, available through DHL's WebShip) and declaring the goods value. Shipment value protection covers the actual cash value of the shipment or repair costs, whichever is less, in the event of physical loss or damage, subject to the terms agreed upon.

Constraint: It might be very tedious and complex to determine the costs of Shipment value protection to be repayed to its customers, in the event of a mishap. It would be much complex if the product involved was a unique or rare item. Physical loss or damage could also be subjectively determined and thus adds on to the complexity in determining repayment costs to DHL's customer.

5) Other VAS services needing an additional fee (Paid)
Other VAS services that needs payment are:

Waybill Preparation (DHL will complete the Waybill form for you to accompany with your domestic shipment.)
Sunday, Holiday & After Hours Service (By special arrangements made through DHL. Used to meet urgent demands especially during festivities period)
Special Handling / Hazardous Material Service/ Lab Pack (For special or hazardous shipment arrangements. 'Lab Packs' a quick and safe way to send bodily fluid shipments and protect employees from potentially hazardous packaging leaks and used mainly for medical purposes or for lab tests.)

Constraints in Hazardous Material Handling: Certain countries may not allow the shipment of goods containing banned or restricted substances. This is especially prevalent in the European Union (EU) group of countires, which adhere to a strict banned substances code. Chemicals such as Asbestos are banned in the EU and the USA as prolonged exposure may lead to lung diseases. Therefore, although the 3PLs could make arrangements for such substances to be shipped out from country of embarkation, the country of destination could have banned or restricted such substances from entering. Hence, some exports like Aldrin (insecticides) may not be delivered to the EU. Refer to the list of banned substances by the EU here: http://www.ilo.org/public/english/protection/safework/cis/products/safetytm/clasann6.htm

Therefore, from the above VAS covered, DHL offers a total solutions to its customers although such 3PLs charge a premium. It caters to almost every aspect of the customer requirements as needed, some for free while others at a fee. For more information visit: http://www.dhl-usa.com/home/home.asp.

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References: http://www.dhl-usa.com/home/home.asp
http://en.wikipedia.org/wiki/DHL
http://en.wikipedia.org/wiki/File:DHL_Boat.JPG
http://www.youtube.com/watch?v=-ftu4subAiE&feature=related
http://www.unitedcargo.com/images/intStep1.gi f
http://en.wikipedia.org/wiki/File:Asbestos_with_muscovite.jpg

To end off, here is a video just to entertain you...

Labels: Value added services

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