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1. In the past, outsourcing supply chain management and logistics was normally a strategy employed by multinational corporations (MNCs). Do you see the trend expanding to SMEs?
• We have noticed more local companies using DHL to handle their express and logistics needs - especially when they start expanding beyond their home country and start trading regionally and globally.
• With Malaysia's trade increasing year-on-year and with its emergence among ASEAN nations, DHL's ability to provide time-definite service between regional and global markets will be a critical component in ensuring our customers here are given the best tools to compete on the international playing field: both MNCs and SMEs.
2. How does DHL play a role in helping Malaysian SMEs penetrate the global market?
• DHL goes ‘all the way’ in assisting SMEs to expand regionally and globally as we are the only global express and logistics company that offering end-to-end supply chain solutions ranging from express, air and ocean freight, over-land transport and logistics services.
• Besides having worldwide coverage with an extensive international network that links more than 220 countries and territories worldwide, DHL's dedicated regional air network in Asia Pacific currently comprises 30 destinations in 16 countries, served by 20 dedicated freighter aircraft and over 800 commercial flights daily.
• The hallmarks of our service are reliability, speed, and innovation. These contribute to the success of our customers - in particular the SMEs by enhancing their competitive edge and operational efficiency. With DHL handling their global express, freight and logistics solutions, SMEs can concentrate on doing business, confident that their products flow smoothly from one market into another.
3. DHL is renowned for its investments in network infrastructure ñ how will this help SMEs in their global expansion?
• DHL's investments and presence in Malaysia asserts our long-term commitment to the country and to our customers. In the past 2 years we have invested in: the Klang Valley Service Centre (XPJ) at a cost of RM21 million, the RM6 million Penang Service Centre, the RM4.9 million Subang Gateway and our RM247 million state-of-the-art IT Services Asia Pacific data centre in Cyberjaya.
• The infrastructure enables DHL to offer unrivalled pick-up and delivery times for our customers, which greatly benefit SMEs. For example, central to DHL Malaysia's daily direct service from Subang Airport to the Central Asia Hub (CAH) in Hong Kong, provides ten weekly, direct flights. These flights give Klang Valley customers a half-day delivery advantage over the competition for shipments to Asia Pacific, Europe and the US West Coast. The service also allows Klang Valley customers to ship to nearly all major destinations in Asia Pacific overnight.
4. How does innovation show through in the services and products that you offer?
• We are constantly introducing new measures specifically for SMEs so our customers' goods spend less time in the supply chain and reach production lines and retail shelves before their competitors.
• Our products and services surely differentiate us. For example, our offering Import Express helps to streamline import process and cost via all inclusive pricing, with door to door, pricing in one currency. Working in one currency is a key feature which protects customers against exchange rate fluctuations. This kind of convenience makes it infinitely simpler for SMEs to import goods from overseas markets.
5. Is there a particular product or service that is truly unique to DHL? How does this contribute to SMEs' success?
• DHL is the only express and logistics provider in Malaysia to offer a unique retail concept called DHL SERVICEPOINT, which is designed with the key attributes of accessibility, convenience and user-friendly features.
• We currently have 9 DHL SERVICEPOINT retail outlets. Seven are in Klang Valley, one in Penang and our latest: Miri, Sarawak - the first SERVICEPOINT in East Malaysia. More are planned throughout Malaysia in the next three years.
6. How does a large multinational company like DHL reach out to SMEs?
• We have recently sponsored the Small & Medium-sized Businesses Export Seminar and Coaching Program (SMB-ESCP), a series of workshops aimed at providing SMEs with the essential guidance required to develop a sustainable export market.
• The seminar was organized by the SMI Association of Malaysia and Women SME Association of Malaysia throughout June 2007 in KL, Georgetown, Ipoh, Malacca and Johor Bahru. We then followed up with the Export Coaching Program workshops which ran August to December 2007.
• We are currently planning a more integrated approach to reach SMEs including creating a team to assist SMEs with exporting needs and requirements as well as providing a specific set of tools, products and services suited to their trade aspirations.
7. How do you think local courier companies survive even with the presence of international express & logistics giants like DHL, FedEx and TNT here in Malaysia?
• While smaller logistics companies here in Malaysia offer reliable domestic service to customers locally, international players such as DHL cannot be considered a direct competitor. This is because smaller courier companies in Malaysia offers only a limited number of services (such as courier) for its customers whilst DHL is the only global express and logistics company that can offer end-to-end supply chain solutions.
8. How wide is DHL's coverage in Malaysia?
• Currently we have 3 Gateways in Kuala Lumpur (KLIA), Subang and Penang, operating regular, scheduled services to destinations in Asia Pacific, Europe, United States, Africa, the Middle East and throughout the world. There are also over 170 DHL vehicles catering to customer pickups and deliveries.
• In total, DHL's presence is found in 61 locations, including Gateways, Offices, Service Centres, Terminals and Warehouses in key cities throughout Malaysia, covering approximately 90,000 square metres of warehouse space.
