The Research Of DHL’s Competitive Advantage And Customer Value Improvement By Process Analysis And Optimization

This thesis is concerned with the competitive strategy of DHL, a leadingcompany in logistics industry, in the current economic status and competitiveenvironment. Based on the theories of strategic management and supplychain management, we analyzed the competitive strategy and the customervalue provided by DHL, and developed the strategy for DHL through a seriesof process analyses and optimization.Specifically, we analyzed the competitive strategy of DHL consideringthe characteristics and the current global economic status, pointed out theurgency and importance of cost management in DHL. Then, using the theoryof supply chain management and approaches of business process analysis, westudied several important business of DHL (e. g., the process of materialimport, the process of distribution in China, the process of product export). We analyzed and optimized these processes carefully systematically, andproposed several strategies for implementation. We also studied several caseswith the business solution based on the proposed approach. The studies showthe feasibility and the effectiveness of the solutions based on analysis andoptimization of business processes.The process-based method, developed in the thesis, can be used tocontrol the cost in logistics companies. Furthermore, it can be used tooptimize the whole supply chain. The method can be used in DHL as well asother similar companies. For their customers (those companied in the supplychain), it is also useful to improve their performance.