Improving service-related benefits

WITH A R28.6-million IATA turnover for 2003, DHL took 20th spot in the Top 30 league. During the past year, said Nick Kuhn, commercial manager for southern Africa, the company has focused attention on analysing the concept of the global village. “This,” he told FTW, “in terms of its effect on our business as well as global economies. “With competition in almost every industry intensifying, and the ability to generate more revenues becoming more and more difficult, many firms are turning to the management of costs (to maintain profits), and the revision of their service levels (to avoid commoditisation of their products).” Providing a harmonised global network is therefore vital, DHL found. Making processes smarter and cost-effective, reducing inventories and moving shipments faster were only some of the factors in the value-adding equation. “Improving service-related benefits also produces value, particularly when combined with the reduction of the logistics costs,” said Kuhn. “Many of our customers now see this value as critical to survival. “Therefore, our main areas of growth have not necessarily been in physical lanes, but in the professional services we offer, as well as the range of additional services we introduced to our menu.”