Total ARAMEX Total Transportation Solutions The Leader

Total ARAMEX Total Transportation Solutions

The Leader in serving businesses in the Middle East & Indian Sub Continent Serving the transportation needs of over 50, 000 Businesses globally

Together with its Global Partners ARAMEX Covers the World 30, 000 People 230 Offices 17, 000 Vehicles

Technology Tracking your shipment

Technology www. aramex. com On line Services

Specialized Team Service Because Not all Businesses Are The Same

Specialized Customer Teams Industrial Banking Trading Textile Media Pharmaceutical Computers

Specialized Customer Teams Our Customer Team: specializes in your business Understands your transportation requirements The Team is: & Responsive Flexible Empowered always on call

One Stop Shop Service ARAMEX One company One Team One call

One Stop Shop Service ARAMEX For all your Transportation needs express cargo domestic logistics special catalog Shop & ship

Catalog Shopping Service For your family's shopping needs • Catalog Shopping Centers throughout the Middle East • American And European Catalogs • Shop from the Comfort of your Home

Shop & Ship Mail Box Service & you shop on line we ship on time • Internet Shopping Made Easy • Mail Box in the US & UK • Web Surfer Card with shop & ship the possibilities are

ARAMEX Reliability Global Dedicated coverage professionals Leading-edge technology

Expert Ise ARAMEX Expertise Unique Expert team concept solutions Specialized service

Flexibi l. Ity ARAMEX Flexibility One-stop shop Service Multiple Custom Tailored transportation products solutions

ARAMEX Rel. Iable Total Transportation Solutions Reliability Flexibility Expert ise

Total ARAMEX Total Transportation Solutions

THE STORY, 30 YEARS OF GROWTH

1969: DHL Corporation

1972: DHL International founded SAN FRANCISCO HONG KONG In 1972, DHL International was founded with its base in Hong Kong

SERVICE COMMITMENT

Reliability Service criteria - source: RS-Consulting - July 2000 Nobody is more reliable than DHL

Speed of delivery Service criteria - source: RS-Consulting - July 2000 Nobody is faster than DHL

Caring about the customer Service criteria - source: RS-Consulting - July 2000 Nobody cares more than DHL

Reacting promptly to customer requests Service criteria - source: RS-Consulting - July 2000 Nobody reacts quicker to your requests than DHL

Being easy to use Service criteria - source: RS-Consulting - July 2000 Nobody else is easier to use than DHL

Understanding Customer Needs Service criteria - source: RS-Consulting - July 2000 Nobody understands your needs as well as DHL

Keeping customers informed Service criteria - source: RS-Consulting - July 2000 Nobody keeps you informed like DHL

Providing genuinely worldwide service Service criteria - source: RS-Consulting - July 2000 Nobody goes global like DHL

Overall image Service criteria - source: RS-Consulting - July 2000 Nobody has a better image than DHL

DHL in action London to New York overnight DHL is called (15 h 00) Courier dispatched to collect consignment (16 h 30) Shipment sorted at DHL’s gateway near Heathrow (18 h 00) Consignment sorted and delivered to customer's office (JFK am next day or pm) Schedule d Airline (18 h 30) Document or parcel dispatched to Brussels Hub (22 h 30) Consignment travels Arrives at JFK via DHL’s aircraft to JFK (and checked through customs) (21 h 30/6 h 00)

DHL in action You make one phone call, we take care of everything else 2. 1. DHL checks your shipment and prepares paperwork DHL collects your shipment 3. 4. DHL speeds your document through customs DHL delivers

World. Mail in action How it works Customer Place mail into World. Mail bags & complete pre-printed air waybill DHL courier collects World. Mail shipment DHL returns any undeliverable mail to the customer by courier Mailing Postal Deliveries points DHL flies mail to sort centers Sort centers sort and frank mail Mailing is injected into postal channels at mailing points to be forwarded to final destination and delivered to addressee

Time Definite Deliveries - TDD • Intra EU service providing customers with a choice of time definite delivery times (pre 09: 00 and pre 12: 00) • Proactive delivery notification • Money back guarantee • Available to pre-determined post code areas • Weight limits applied for the pre 09: 00 service

TDD - Product Features Delivery by 09: 00 / 12: 00 Choice of delivery time Service availability determined by consignee post code Intra EU Dedicated handling procedures Time Definite Deliveries Delivery notification (pre 09: 00 service) Standard booking procedures Standard collection times Money back guarantee Standard shipment documentation Weight limitation (pre 09: 00 service)

Alliance partners ” There is an incredible depth and history of DHL's experience that we can use to help the entire group. DHL is the only business in the group that has total coverage all over the world. With identity that is known far beyond the logistics specialists, DHL is the jewel in the crown of the group" Uwe Dörken Executive Chairman & CEO Worldwide DHL International

OPERATIONAL NETWORK

DHL Shipment Delivery Cycle DHL Local Station (Origin) 17 H 30 CUSTOMER PICK-UP 19 H 30 DHL Country Gateway (Outbound) 21 H 30 EXPORT CLEARANCE 23 H 30 DHL HUB (Destination) CONSIGNEE 9 H 00 DHL Local Station 03 H 30 DHL plane 08 H 00 DHL Country Gateway (inbound) 05 H 30 IMPORT CLEARANCE

European Air Network OUL Aircraft Type 72 F 73 F 75 F ABF AN 12 AN 6 CNA CVF D 1 F EM 2 F 27 HS 7 L 4 T LOF M 1 F SHS SWM BGO KEF JFK DUB GOT AAL EMA LTN ORK CDG NTE OVD BOD VIT SCQ OPO MAD VLC LIS SVQ CMN CPH CGN FRA LHR SXF LEJ NUE ETZ TLL RIX HAM BRU SNN TMP HEL ORB ARN TRF AAR BLL EDI BFS OSL SVG ABZ CVG February 2001 PRG VNO GDN WAW KTW VIE BTS STR MUC BSL BUD LJU GVA TSF ZAG LYS SJJ BGY TLS MRS NCE PMI IBZ ALC AGP ACC LOS AOI PSA CIA BCN MAH AHO OTP SOF BRI SKG IST DXB BAH CTA ATH

European Air Network October 2000 OSL ARN GOT EDI SDF BLL EWR DUB PHL EMA SNN ORK CGN STN LHR Aircraft type 72 F 73 Q ABF B 721 B 741 B 752 B 763 F 27 LOF LR 35 HEL RNS CPH SXF VIE BTS BSL CDG GVA LYS TRN WAW LEJ NUE PRG MUCLNZ ZRH BGY TSF BUD BLQ TLS OPO LIS MAD VLC BCN SHJ CIA IST ATH BOM TPE

European Air Network JFK OSL ORB October 2000 KEF HEL ARN SVG GOT EDI BFS DUB SNN LPL BLL MMX MME HAJ STN EMA LEJ ORK LGG PRG CDG Aircraft Type A 300 ANF B 727 B 737 B 757 BA 146 DC 8 L 188 L 4 T TU 204 NTE BSL GVA LYS TRN LIS NUE VIE BGY BUD ZAG TSF TLS VIT OPO WAW MRS BCN ZAZ MAD SVQ CIA IST VLC ATH

European Air Network October 2000 ARN CPH IND MAN MEM HAM STN EWR BHX Aircraft Type A 310 DC 10 MD 11 F SH 3 SH 6 AMS THF DUS CGN RTM FRA CDG BSL MUC DXB MXP BOM PSA TLV IST

A competitive comparison Countries served

A competitive comparison Worldwide hubs

A competitive comparison Worldwide service centres

BRU HUB January 2001 KEF ORB GOT DUB EMA JFK 72 F 73 F 75 F ABF CVF D 1 F LOF M 1 F HAM BRU LTN LHR SXF CGN FRA ETZ NTE STR VIE BSL LYS SCQ Aircraft Type CPH EDI DAY BGY VIT BCN MAD LOS DXB IST ACC ATH BAH

France Network January 2001 EMA Aircraft Type BRU CDG ETZ NTE BSL LYS GVA BGY BOD VIT 72 F CVF EM 2 F 27 LOF CGN TLS MRS NCE

BGY HUB CPH January 2001 Aircraft Type EMA LTN 72 F 75 F ABF F 27 L 4 T BRU CGN FRA CDG LJU BGY ZAG TSF SJJ PSA AOI CIA AHO BRI BAH CTA ATH

CGN HUB January 2001 ARN OSL HEL GOT CPH JFK HAM EMA CGN LTN BRU SXF LEJ FRA PRG NUE ETZ STR MUC VIE BGY VIT OPO MAD WAW Aircraft Type BTS BUD 72 F 73 F 75 F ABF AN 12 CVF F 27 L 4 T LOF M 1 F

CPH HUB January 2001 OUL TMP BGO OSL HEL ARN ORB SVG TLL GOT RIX AAR Aircraft Type BLL CPH VNO EMA GDN BRU CGN BGY 72 F 73 F ABF AN 6 CNA HS 7 L 4 T SHS

EMA HUB January 2001 KEF ABZ CVG CPH EDI BFS JFK EMA DUB SNN Aircraft Type 72 F 73 F ORK LTN LHR BRU ABF D 1 F F 27 LOF CDG VIT CGN FRA ETZ BGY

VIT HUB January 2001 LTN BRU EMA CGN Aircraft Type CDG ETZ 72 F ABF CVF EM 2 SWM OVD VIT SCQ BCN OPO VLC MAD LIS ALC SVQ AGP CMN MAH PMI IBZ

Saturday delivery OSL ORB STO TMP HEL June 2001 GOT RIX EDI CPH HBG BFS VNO SPL SNN HAJ WAW EHV DTM ORK LTN GNE DUS BRZ Transportation CGN CDZ ETZ BSL NUE STR SXB MUC VIE ZRH GVA LYS PRG FRA LUX 72 F 73 F 75 F ABF AN 6 COMMERCIAL CVF F 27 L 4 T LOF TRUCK Please note that whenever there is no direct connection to destination, material is routed via BRU HUB GDN HAM EMA DUB BUD LJU BGY MXP VCE ZAG VIT OPO LIS MAD BCN CIA ATH BAH

Weekend Truck Network FBU January 2001 ARN GOT CPH EMA LHR AMS BRU LIL LEH Truck/Van CDG ORY TRUCK VAN NTE ORE LYS VIT TLS MAD HAM BCN SXF EHVDTM DUS CGN FRA NUE LUX VIE MLH BGY

Point to Point Truck Network January 2001 GOT HBG CPH BRE LHR BRD EHV OXF HML BSN MMA SZZ HAM HAJ SXF RED DUS LGW MSE CGN GNEBRU SWN HSS SOU FRA NUE LUX VEHICLE TYPE CDG TRUCK VAN MLH GVA LYS BGY NCE MRS BCN QKA STR MUC LNZ VIE SZG BSL INN LUG DNB MZM SXB LJU ZAG BTS

ELECTRONIC COMMERCE

Electronic Commerce solutions EDI DHL Smart. View Easy. Ship online/Local Area Network Easy. Ship Stand alone Win. Ship DHL Connect Web. Ship Voicelink E-Track Wireless Services www. dhl. com www. dhl. country name WAP / i-mode

EDI Sample process overview À Á Ã Ä Customer sends DHL the transport instruction message containing all the information required for the delivery DHL confirms the transport instruction message to the customer Status information about the shipment progress through the DHL network can be provided if requested DHL uses transport instruction message to gain customers’ clearance (Customs Declaration message) (allows for the goods to pass customs directly to go to DHL plane without any delay) The information from the instruction message is used for invoicing which concludes DHL’s obligation Customs network Clearance Airport Country customs Communications network Customs EDI Ã DHL EDI R À R R Á DHL International Ä Customer EDI

WWW. DHL. COM DHL’s corporate Internet site

DHL WAP Track “DHL’s WAP service is one of the best in the world - they keep pushing back the barriers of WAP technology. . ” by Scott Goldman - CEO WAP Forum

ALLIANCE GROUP

Shareholders Investment Trusts 51% 25% 23% 1%

JAPAN AIRLINES: Facts & Figures – – – Japan Airlines serves 66 cities in 29 countries The fleet of 134 aircraft includes 80 B 747’s making it the world’s largest operator of “JUMBO’s” DHL has extensive access to JAL’s commercial and cargo flights worldwide A further 36 aircraft are on order including 18 747’S JAL employs 19, 000 staff worldwide Major strengths are: • Network and freight capacity • Highly experienced staff • Use of technology (Jalmax computer system) • Customisation of services to fit with customers requirements

Marketing Strategies for Service Firms • Three Additional Ps – People – Physical evidence • presentation – Process

Figure 15. 3: Three Types of Marketing in Service Industries

Marketing Strategies for Service Firms • Service Companies face three tasks: – Competitive differentiation – Service quality – Productivity • Managing differentiation – Offering • Primary service package • Secondary service features

Kaiser Permanente Online has over 30, 000 registered users

Marketing Strategies for Service Firms – Faster and Better Delivery • Reliability • Resilience • Innovativeness – Image • Managing Service Quality – Perceived service – Expected service

Marketing Strategies for Service Firms • Five gaps that cause unsuccessful delivery – Gap between consumer expectation and management perception – Gap between management perception and service-quality specification – Gap between service-quality specification and service delivery – Gap between service delivery and external communications – Gap between perceived service and expected service

Marketing Strategies for Service Firms • Five determinants of service quality – Reliability – Responsiveness – Assurance – Empathy – Tangibles – Strategic Concept – Top-Management Commitment – High Standards – Self-Service Technologies (SSTS)

Myalert. com provides access to services that users can perform themselves

Table 15. 1 Customer Importance and Performance Ratings for an Auto Dealership Mean Importance Attribute Mean Performance Number Attribute Description Rating 1 Job done right the first time 3. 83 2. 63 2 Fast action on complaints 3. 63 2. 73 3 Prompt warranty work 3. 60 3. 15 4 Able to do any job needed 3. 56 3. 00 See text for complete table

Marketing Strategies for Service Firms – Satisfying Customer Complaints – Satisfying Employees As Well As Customers • Managing Productivity – Seven approaches to improving service productivity: • Have service providers work more skillfully • Increase the quantity of service by surrendering some quality • “Industrialize the service” by adding equipment and standardizing production • Reduce or make obsolete the need for a service by inventing a product solution • Design a more effective service • Present customers with incentives to substitute their own labor for company labor • Harness the power of technology to give customers access to better service and make service workers more productive Back