DHL

Chapter 12 Business Innovation

In the 70s DHL defined, designed and implemented the core processes which characterize the courier systems of today. Door-to-door, onboard couriers, progressive consolidation, simple all-inclusive pricing and total control, supported by low- and no-tech systems such as color-coded bags and physical exchange of proofs of delivery were the hallmarks of the first decade. A willingness to respond to customer requirements heralded the fundamentals of business which were written into management textbooks in the 80s and 90s. The Walden and early Lupo years also saw much innovation, within the context of greater structure and discipline which was a prerequisite to sustain the early success of a business of DHL’s size.