QUESTION 1) Chosen company: Dalsey, Hillblom, and Lynn, (DHL)

DHL, a global leader in logistics and express delivery, is renowned for its
comprehensive range of services including international parcel delivery, air and
ocean freight, supply chain management, and e-commerce solutions. Established in
1969 and headquartered in Bonn, Germany, DHL operates in over 220 countries
and territories, leveraging its vast network to provide fast, reliable, and efficient
logistics solutions. As part of the Deutsche Post DHL Group, DHL integrates
advanced technology, sustainability initiatives, and strategic partnerships to meet
the evolving needs of its diverse customer base, reinforcing its position as a pivotal
player in the global logistics industry.
QUESTION 2) Create and analyze a value network map for DHL. while creating
the map, I want you to consider the following: 1) determine and describe a
minimum of 8 different tier 1 actors. 2) determine and describe as many as
possible tier 2 actors such as customer's customers. while creating the map, use
the following questions to support you in creating the map: i) what do you think
about the network map you created (simplicity-complexity), ii) who are
participating to the network and what are their roles? iii) what kind of activities
you can find from the network? iv) what are the core competencies of every
organization and why are they involved? give examples v) who are the customers
in this network? vi) wat kind of values are created for the end customers? vii)
what would you say is the competitive advantage of your core company and the
whole network?
Value Network Map for DHL
1. Tier 1 Actors

1. DHL Express
o Role: Core provider of international express delivery services.
o Activities: Parcel pick-up, sorting, and delivery. Manages global transportation
and logistics infrastructure.
o Core Competencies: Extensive global network, advanced tracking systems, fast
delivery services.
2. DHL Global Forwarding
o Role: Provider of air and ocean freight services.
o Activities: Coordination of large shipments by air and sea, customs brokerage.
o Core Competencies: Expertise in international freight logistics, relationships
with carriers.
3. DHL Supply Chain
 o Role: Provider of end-to-end supply chain management solutions.
o Activities: Warehousing, inventory management, and distribution.
o Core Competencies: Integrated supply chain solutions, optimization of logistics
operations.
4. DHL eCommerce Solutions
o Role: Provider of e-commerce logistics and delivery solutions.
o Activities: Parcel delivery for online retailers, returns management, cross-border
e-commerce services.
o Core Competencies: E-commerce integration, last-mile delivery solutions.
5. Deutsche Post AG (Parent Company)
o Role: Owner of DHL, provides financial and strategic oversight.
o Activities: Corporate governance, investment in DHL’s global infrastructure.
o Core Competencies: Financial resources, strategic management.
6. DHL IT Services
o Role: Provider of IT support and infrastructure.
o Activities: Development and maintenance of logistics software, data
management.
o Core Competencies: IT solutions, data analytics, cybersecurity.
7. DHL Customer Service
o Role: Handles customer inquiries and issues.
o Activities: Customer support, issue resolution, and feedback collection.
o Core Competencies: Customer relationship management, service quality.
8. Local and Regional Partners
o Role: Provide localized delivery and logistics support.
o Activities: Last-mile delivery, local customs handling.
o Core Competencies: Local expertise, regional logistics knowledge.

2. Tier 2 Actors

1. End Customers
o Description: Individuals or businesses receiving parcels and freight.
o Value: Timely delivery of goods, access to global markets.
2. Retailers and E-commerce Platforms
o Description: Businesses that sell goods and utilize DHL for shipping.
o Value: Efficient shipping solutions, integration with e-commerce platforms.
3. Manufacturers and Suppliers
o Description: Provide goods that are shipped through DHL’s network.
o Value: Reliable logistics for supply chain management, global reach.
4. Customs Authorities
o Description: Government agencies handling import/export regulations.
o Value: Compliance with international trade regulations, smooth customs
processes.
5. Freight Forwarders
 oDescription: Intermediaries who arrange shipping and logistics.
o Value: Coordination of complex shipments, consolidation services.
6. Technology Providers
o Description: Companies supplying technology solutions for logistics.
o Value: Enhanced operational efficiency through technology integration.
7. Local Delivery Agents
o Description: Local firms or individuals handling final delivery.
o Value: Efficient last-mile delivery services.
8. Logistics Consultants
o Description: Firms providing expertise and advice on logistics operations.
o Value: Optimization of logistics processes, strategic advice.

Analysis
1. Network Map Complexity
o Simplicity vs. Complexity: The network map is relatively complex due to the
multiple tiers and diverse range of actors involved. It includes core logistics
services, IT support, customer service, and various external partners and
customers.
o Network Dynamics: The interactions between these actors involve various
activities like transportation, warehousing, customer service, and regulatory
compliance.
2. Participating Actors and Roles
o Core Actors: DHL Express, DHL Global Forwarding, DHL Supply Chain, DHL
eCommerce Solutions, Deutsche Post AG, DHL IT Services, DHL Customer
Service, Local and Regional Partners.
o Supporting Actors: End Customers, Retailers, Manufacturers, Customs
Authorities, Freight Forwarders, Technology Providers, Local Delivery Agents,
Logistics Consultants.
3. Activities in the Network
o Core Activities: Parcel and freight transportation, supply chain management, e-
commerce logistics, customer service, IT support.
o Supporting Activities: Customs handling, local delivery, technology provision,
logistics consulting.
4. Core Competencies
o DHL Express: Speed, global reach.
o DHL Global Forwarding: Freight management, customs expertise.
o DHL Supply Chain: Integrated logistics, warehousing.
o DHL eCommerce Solutions: E-commerce integration, last-mile delivery.
o DHL IT Services: Technology and data management.
o Deutsche Post AG: Financial and strategic oversight.
5. Customers in the Network
o Direct Customers: Businesses and individuals using DHL’s services.
 o Indirect Customers: End customers of businesses that use DHL for shipping.
6. Value Creation
o For End Customers: Reliable and timely delivery, access to global markets,
seamless shipping experience.
o For Retailers: Efficient and integrated logistics solutions, support for e-
commerce.
7. Competitive Advantage
o DHL’s Core Competitive Advantage: Extensive global network, advanced
logistics technology, strong brand reputation.
o Network Advantage: Integration of various logistics services under one roof,
enabling end-to-end solutions and enhanced efficiency.

QUESTION 3) choose a minimum of 3 different relationships from the value network map
above and describe value exchange between these selected actors. consider both tangible
and intangible values

1. DHL Express and Retailers/E-commerce Platforms

 Tangible Values:
o DHL Express:
 Service Provided: Reliable and timely international express delivery
services.
 Infrastructural Support: Access to DHL’s extensive global logistics
network, including sorting facilities and transportation.
o Retailers/E-commerce Platforms:
 Revenue: Payment for shipping services based on volume and service
level (e.g., standard, expedited).
 Access to Global Market: Ability to ship products internationally,
expanding their customer base.
 Intangible Values:
o DHL Express:
 Brand Reputation: Enhanced reputation through partnerships with well-
known retailers and e-commerce platforms.
 Customer Loyalty: Increased loyalty and long-term contracts due to
consistent service quality and reliability.
o Retailers/E-commerce Platforms:
 Customer Satisfaction: Improved customer satisfaction and retention due
to reliable delivery services.
 Competitive Advantage: Differentiation from competitors by offering
efficient and reliable global shipping solutions.

2. DHL Global Forwarding and Manufacturers/Suppliers

 Tangible Values:
o DHL Global Forwarding:
 Service Provided: Coordination of large shipments by air and sea,
including customs brokerage.
 Expertise: Specialized knowledge in handling complex logistics and
regulatory compliance.
o Manufacturers/Suppliers:
 Revenue: Payment for freight and logistics services, including shipping,
warehousing, and handling fees.
 Timely Delivery: Ensured delivery of goods to various destinations,
crucial for maintaining production schedules and supply chains.
 Intangible Values:
o DHL Global Forwarding:
 Customer Trust: Building trust and long-term relationships through
dependable and efficient service.
 Market Insights: Gaining insights into market demands and shipping
trends through ongoing partnerships.
o Manufacturers/Suppliers:
 Operational Efficiency: Enhanced efficiency in the supply chain due to
streamlined logistics and reduced disruptions.
 Strategic Advantage: Improved market positioning by ensuring timely
delivery of products to global markets.

3. DHL IT Services and DHL Express

 Tangible Values:
o DHL IT Services:
 Service Provided: Development and maintenance of logistics software,
data management, and cybersecurity.
 Technical Support: Continuous support to ensure operational systems are
functional and secure.
o DHL Express:
 Payment: Compensation for IT services and support, based on service
agreements.
 Operational Efficiency: Utilization of advanced IT systems to enhance
operational processes and customer service.
 Intangible Values:
o DHL IT Services:
 Reputation for Excellence: Building a reputation for providing critical IT
support to a major global logistics player.
 Innovation: Opportunity to innovate and implement new technologies in a
high-visibility environment.
o DHL Express:
 Enhanced Capabilities: Improved efficiency and customer experience
due to advanced IT solutions and real-time tracking.
 Competitive Edge: Maintaining a competitive edge through the latest
technological advancements in logistics management.

Summary of Relationships
1. DHL Express and Retailers/E-commerce Platforms:
o Tangible: Payment for shipping services, access to global shipping network.
o Intangible: Brand reputation, customer satisfaction, competitive advantage.
2. DHL Global Forwarding and Manufacturers/Suppliers:
o Tangible: Payment for freight services, timely delivery of goods.
o Intangible: Customer trust, operational efficiency, strategic advantage.
3. DHL IT Services and DHL Express:
o Tangible: Payment for IT support, enhanced operational efficiency.
o Intangible: Reputation for excellence, innovation, enhanced capabilities.

PLUS… SOME REFERENCES FOR YOU. SEARCH FOR MORE 😊

Business Insider. (2008). Business Insider. Business Insider. https://www.businessinsider.com/

IBISWorld. (2024). IBISWorld - Industry Market Research, Reports, and Statistics.

Ibisworld.com. https://www.ibisworld.com/

n.l.n, F., & n.l.n, S. (n.d.). Home. Frost & Sullivan. https://www.frost.com/

X social media. (2024). X (Formerly Twitter). https://x.com/dhl?mx=2