1. Organizational
Behavior
Presenter
Nimra Waseem
MBA
Air University

2. Introduction to Company
DHL stands for Dalsey, 'Hillblom'
and 'Lynn'
Founded in 1969
Head quarters Germany, Bonn
Logistics business
In more than 220 countries
www.dhl.com
Worlds largest express company
Upto 500,000 employees
CEO Frank Appel

3. History
• 1969
o On 25 September, Dalsey, Hillblom and Lynn
incorporated DHL.
o Door-to-door express delivery service.
o Documents were transported
only between San Francisco,
California.
o They simultaneously invented
the international air express
industry.

4. .• 1970
o After one year, DHL started handling shipments for 40
Clients and expanding the operation to Guam, Los
Angeles and Portland, Ohio.
• 1971
o The vision expanded to Far East and Pacific Rim

5. • 1972
DHL International was founded operating in
Hong Kong.
Japan.
Singapore.
Australia.
• 1974
This year DHL handled
over 500,000 shipments.
Every year DHL continued expanding over the world

6. DHL in Pakistan
• 1979
o After 10 years DHL started its operations under
the name DHL international.
o Sadiq Nawaz Khan Awan brought DHL in Pakistan.
o In 2009 Deutsche took 100% ownership.
• 2000
o Worlds fastest sms tracking system
o Online track system which is now more
innovative

7. DHLs Airside facility in Pakistan
In 2008DHL inaugurated its own AIRSIDE at Jinnah
Airport Karachi with
o Cost of 5 Billion
o It provided an art to handle logistics to all
o In house customer clearance
o Advanced X rays scanning
o Latest explosive detectors
o The only facility of this kind in the country
o Was certified by TAPA in 2008

8. Reason for choosing DHL
o DHL is having largest supply chain network in the
world.
o The company having largest number of
employees in the world

9. o Deutsche one person
having 51% shares of the
company
o Long list of awards and
achievements
o Number of researches
and case studies
o A head of its
competitors
o 7th largest share price
o My personal
experience went
excellent with it

10. MISSION & VISION
Their Mission focuses on 4 main aspects
1. We want to simplify the lives of our customers
2. We make our customers, employees and
investors more successful and this will be
continued
3. We make a positive
contribution to the world
1. We always demonstrate
respect when achieving
our results

11. Vision
• “Our vision is to make DHL the logistics
company for the world, through respect,
simplifying customer life's and providing a
positive contribution to the world”

12. Current Goals
o Employees motivation
o Service quality
o Customer loyalty
o profitability
o The purpose of
conducting the project
is to find what makes
them best?

13. Layout and structure
Corporate Center (CEO’s board department, Finance and Personnel)
MAIL EXPRESS
GLOBAL
FORWARDING,
FREIGHT
SUPPLY CHAIN
 Mail
Communication
 Dialogue Marketing
 Press Services
 Value-Added
Services
 Parcel Germany
 Retail Outlets
 Global Mail
 Pension Service
 Europe
 Americas
 Asia Pacific
 EEMEA (Eastern
Europe,
 the Middle East
and Africa)
 Global Forwarding
 Freight
 Supply Chain
 Williams Lea

14. Organo chart

15. Deutsche Post earnings and Revenues
Profitability improved 2.8% last year which conclude to total 1.5
billion euro

16. Convenient and simple outlets
• They have simple outlets.
People see no confusion in
receiving or sending the
parcel through DHL.
“Simple can be harder than complex: You have
to work hard to get your thinking clean to make
it simple. But it’s worth it in the end because
once you get there, you can move mountains.”
followed by DHL

17. Awards and achievements
o Potential park
o Aon Hewitt Best
Employer
Award
o Fair Company o Universum Student
Survey

18. o Super Job Award
o German sustainability award 2014
o Corporate responsibility award 2010
o American business award 2010
o SAMS Europe award 2013
o Diversity award winner
And so on…………………….

19. Work force diversity and diversity
management in DHL
o One of their greatest strength lies in the diversity of
their people.
o According to DHL managing such a large workforce is
a big task.
o No place for discrimination
and equality for same
positions is strictly practiced.
o Different types of diversity
awareness programs are
conducted.
o Both surface and deep level
are present

20. o Share of women in executive positions raised upto
2.6% concluding 22.2%
o New hiring's gender wise
2011 2012 2013
WOMEN 57.7% 66.8% 63.1%
MEN 42.3% 33.2% 36.9%
o Equal opportunities for
people with or without
disabilities.
(14170 disable persons
employed in 2013)

21. DHL Makes it possible by
• Dialogue with employees.
• The opinion of employees counts for their management
(online complaint system).
• Idea management process held
by DHL helps employees to
post their ideas and suggestions
which saved 2.2 billion € in
2010 and up to 80% ideas
are approved.
• This helps to be a serving
company.

22. Work place values
“Is how we do,
what we do”
(Code of conduct DHL)
• Standard of conduct in DHL
There are proper code of conduct classes for
employees. After that they clearly know what is in their
and organizations favor
• Employees 5 ethical commitments in DHL
1. To focus on Quality and never compromise on that
2. To place highest priority in making the customer
satisfied

23. 3. To follow law full and ethical standards
4. To insure transparency
5. To report the accounts in good faith
• DHL standards of working together
o Individual responsibility
o Involvement
o Mutual respect
o Openness
o No discrimination
o Diversity

24. o Health management
o Company's property use is prohibited
o Legal proceedings
o Inside information should be made secure
• Social responsibility of employees
o Supporting communities with moral responsibility
o Improving the environment by internal and
external processes

25. Three ethical principles
• Utilitarianism
Seeking the benefit for larger number of
employees is a common practice in DHL
• Individual rights are more than legal rights and there
is a freedom to speak and share.
• Distributive Justice is the most important ethical
conduct in practice.

26. Job Satisfaction in DHL
• According to the customer berometer from
2012 to 2013 96% of employees were found
satisfied.
Motivation level In employees
“Motivated employees are the biggest asset of ou company,
what we are more proud of is the fact that our employees
can make a difference every day”
(Faithfull management)
o Talent programs
o Rewards for outstanding employees
o Compensations based on performance
o Pension schemes for loyal employees

27. Stress management at DHL Express
o Involving several types of
stressors different seminars
are conducted to create an
awareness about employees
situations and of how
to deal with them.
o The employees who face more stress are mostly
from management, decision or task control in
charge.

28. STRESS REDUCTION FACTOR
o DHL provides a friendly environment to work and
they can complain for any type of external stress
factor at work confidentially

29. PERCEPTION ABOUT THE
ORGANIZATION
• Based on the questionnaire and interviews
People choose DHL express as a place to work.
In terms of prices they choose tcs.
INTERNAL AND EXTERNAL ANALYSIS
• Competitors
o Tcs
o Express
o cargo

30. • Service quality
DHL express is offering the best service with sms and
online tracking with the electronic signature of the
receiver
References
 Deutsche Post DHL annual reports from 2008 to
2013
 www.dhl.com
 DHL express case studies
 Internet business magazines
 Students, people and employees

31. Conclusion
We can easily conclude the background of DHL
express success is very clear. They succeeded
because of
• Following ethical principals
• Caring for their employees
• Have a sharp forth sight of futures market
• Using quality services as a edge
CEO Frank Appel said
”All we demand is speed, because DHL Express is
meant for speed”