DHL Express: Implementing and Maintaining a Global Process Standard
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MIT_CISRwp393_DHL_MockerRossCiano.pdf
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354.32 KB
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Adobe PDF
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Author(s)
Mocker, Martin
Ross, Jeanne W.
Ciano, Pablo
Date Issued
January 22, 2014
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Mocker, Martin, Jeanne W. Ross, and Pablo Ciano. “DHL Express: Implementing and Maintaining a Global Process Standard.” Working paper 393, Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology, 2014. https://dspace.mit.edu/handle/1721.1/175274.
Series/Report no.
MIT Sloan School of Management Working Paper 5204-14
CISR Working Paper 393
Abstract
As the most international company on earth, DHL Express promised to deliver packages between almost any pair of countries within a defined time-frame. To fulfill this promise, the company had introduced a set of global business and technology standards. While standardization had many advantages (improving service for multinational customers, faster response to changes in import/export regulations, sharing of best practices, etc.), DHL Express had to decide how to accommodate local differences and innovation in its network of 220 countries and territories. This case study describes how DHL Express implemented global process standards in their US business and illustrates the challenges of maintaining such a standard world-wide.
Subjects
Innovation and Strategy
Business Complexity
IT-based Business Transformation
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