i

Internship Report on the Inventory and Distribution

Management of DHL Global Forwarding for General
Electric Healthcare.

Prepared for:
Omar Faruq
Assistant Professor
Department of Business Administration
East West University

Prepared by:
Syed Sayham Hassan
ID: 2019-1-10-317
Department of Business Administration
East West University

Submission Date: May 10, 2023

i

Internship Report on the Inventory and Distribution Management

of DHL Global Forwarding for General Electric Healthcare

BUS 499
Internship

Prepared for:
Omar Faruq
Assistant Professor
Department of Business Administration
East West University

Prepared by:
Syed Sayham Hassan
ID: 2019-1-10-317
Department of Business Administration
East West University

Submission Date: May 10, 2023

ii

Declaration
I hereby declare that,

1. I created the internship report that was submitted as part of my East West University degree
program.

2. This report has never been and will never be copied for use in another BBA course or for any
other reason.

3. This report does not contain material previously published or written by a third party, except

where this is appropriately cited through full and accurate referencing.

4. I've given credit to all the major sources of assistance.

Student’s Full Name and Signature

Syed Sayham Hassan

ID: 2019-1-10-317

Supervisor’s Full Name and Signature

Mr. Omar Faruq

Assistant Professor, Department of Business Administration
East West University
iii

Letter of Transmittal

Mr. Omar Faruq

Assistant Professor
Department of Business Administration
East West University
Aftabnagar, Dhaka-1212, Bangladesh

Subject: Submission of internship report on “Inventory and Distribution Management of DHL

Global Forwarding for General Electric Healthcare”
Dear Sir,
As a requirement for the completion of an internship at DHL Global Forwarding under the BBA
program of East West University, I would like to submit my internship report titled “Inventory and
Distribution Management of DHL Global Forwarding for General Electric Healthcare”. I
completed my three-month internship at DHL Global Forwarding, which I began on February 5th,
2023. I truly hope that you will accept this report and that it meets the goals and standards of my
internship. In order to complete the report in the most significant, compact, and thorough way
possible, I have done my best to include the pertinent information and suggested recommendations.
I appreciate all of your help and cooperation while I worked on this report and value it very much.
I would be forever thankful if you were to take a moment to read the report and comment on how
I did.

Sincerely yours,

_______________________

Syed Sayham Hassan

ID: 2019-1-10-317
Department of Business Administration
East West University
iv

Acknowledgement

To everyone who assisted me and gave me the chance to finish and deliver my report, I would like
to express my sincere gratitude and appreciation. First and foremost, I want to express my gratitude
to my respected faculty supervisor, Mr. Omar Faruq, Assistant Professor in the Department of
Business Administration at East West University, for giving me the chance to observe and analyze
such a fascinating subject as well as for his supervision, unwavering support, and invaluable
counsel whenever necessary.

A special thanks goes out to my DHL Global Forwarding team, without whose ongoing mentoring
I would not be able to connect my academic knowledge to my professional life. I want to thank
Md. Afzal Hossain, Operation Manager of IWS, who helped me choose this topic and gave me
suggestions on how to tackle the issues.

I also like to thank my DHL Global Forwarding teammates Bless Purification, Senior Executive,
Md. Abu Hanif, and my fellow interns. Regarding the project and my work life, I have gained a
lot of knowledge from my colleagues.
v

Table of Content

Declaration ...................................................................................................................................... ii

Letter of Transmittal ...................................................................................................................... iii

Acknowledgement ......................................................................................................................... iv

Table of Content ............................................................................................................................. v

Executive Summary ....................................................................................................................... vi

Chapter 1. Introduction ................................................................................................................... 1

Chapter 2. Company Overview of DHL Global Forwarding ......................................................... 3

2.1 Overview of DHL Global Forwarding Bangladesh Operation ............................................. 5

2.2 Integrated Warehouse Solution Department ......................................................................... 7

Chapter 3. Freight Forwarding Industry Analysis ........................................................................ 10

Chapter 4. Competitive Advantage Analysis of the Forwarding Industry of DHL Global

Forwarding .................................................................................................................................... 12

Chapter 5. SWOT Analysis of DHL Global Forwarding ............................................................. 14

Chapter 6. Strategic Implications for DHL Global Forwarding ................................................... 17

Chapter 7. Working Procedure for General Electric Healthcare .................................................. 19

7.1 Inbound Inventory Management for General Electric Healthcare ...................................... 20

7.2 Distribution Management for General Electric Healthcare ................................................ 21

7.3 Client Management for General Electric Healthcare .......................................................... 23

Chapter 8. Weekly Action Plan for the Internship Training ......................................................... 24

Chapter 9. Challenges Encountered during Internship Period ...................................................... 25

Chapter 10. Reality of the Internship at DHL Global Forwarding ............................................... 27

Chapter 11. Conclusion ................................................................................................................. 28

Reference ...................................................................................................................................... 29
vi

Table of Figure
Figure 1- 1.1 .................................................................................................................................... 1
Figure 2- 2.1 .................................................................................................................................... 3
Figure 3- 2.1.1 ................................................................................................................................. 5
Figure 4- 2.2.1 ................................................................................................................................. 8
Figure 5- 7.1 .................................................................................................................................. 19
Figure 6- 7.2.1 .............................................................................................................................. 22
vii

Executive Summary

DHL Global Forwarding provides a complete solution for businesses looking to optimize their
supply chain with transportation, inventory management, and distribution services. The company's
global network, advanced technology solutions, and commitment to sustainability make it a
leading provider of logistics services.

DHL Global Forwarding is a global logistics company that provides a wide range of services
including air, ocean, and road freight forwarding, customs clearance, warehousing and
distribution, and value-added services. It has a global network of warehouses and distribution
centers strategically located around the world, enabling it to provide efficient and effective storage
and distribution services to businesses of all sizes and industries. DHL Global Forwarding's
inventory management service provides secure and efficient inventory storage solutions, efficient
order fulfillment services, and real-time inventory tracking and management solutions. Its services
are ideal for businesses that need to store and manage their inventory such as e-commerce
companies, retail chains, and manufacturers. DHL Global Forwarding's Industry Solutions
department provides customized logistics solutions tailored to meet the specific needs of
businesses operating in various industries such as automotive, energy, fashion and apparel,
healthcare, and technology.

DHL Global Forwarding operates as a subsidiary in the highly competitive freight forwarding
industry of Bangladesh, where the threat of new entrants is low due to high capital requirements.
The bargaining power of suppliers is also low, but buyers have significant bargaining power due
to the large number of players in the market. There is a low threat of substitutes, but intense
competitive rivalry has led to price wars, forcing freight forwarders to focus on cost-cutting
measures.

During their internship with DHL Global Forwarding Bangladesh, I have received training on
handling distribution for General Electric Healthcare. They learned about the importance of
accurate delivery notes and effective distribution planning, which involved creating a plan for the
day's deliveries and determining the most efficient route for the delivery vehicle. They also learned
viii

how to use distribution software to plan the day's deliveries, ensuring that products were delivered
on time and in the most efficient manner possible.

I have gained valuable training on distribution processes during their internship with DHL Global
Forwarding Bangladesh, specifically for General Electric Healthcare. The training emphasized the
significance of accurate delivery notes and effective distribution planning to ensure timely delivery
of goods in good condition. I have learned how to use distribution software to plan the day's
deliveries, load products onto delivery vehicles, determine the most efficient route, deliver
products to customers, obtain signatures, and return to the warehouse. Overall, the training
provided an excellent opportunity to understand the critical steps involved in moving goods from
the warehouse to the customer's location.
1

Chapter 1. Introduction

DHL Global Forwarding is a global logistics company that offers a range of services, including
air, ocean, and road freight forwarding. However, the company's capabilities extend beyond just
transportation. DHL Global Forwarding also offers inventory management and distribution
services, providing a complete end-to-end solution for businesses looking to optimize their supply
chain.

Inventory management is an essential component of any supply chain, and DHL Global
Forwarding offers a range of services to help businesses manage their inventory more efficiently.
The company offers warehousing and storage solutions, as well as value-added services such as
labeling, packaging, and assembly. DHL Global Forwarding's inventory management services
help businesses to reduce inventory carrying costs, improve order fulfillment rates, and enhance
overall supply chain efficiency.

Figure 1- 1.1
Distribution is another critical component of the supply chain, and DHL Global Forwarding offers
a range of distribution services to help businesses get their products to market more efficiently.
The company offers both direct-to-store and direct-to-consumer distribution services, allowing
businesses to reach their customers wherever they are. DHL Global Forwarding also offers cross-
docking and transloading services, allowing businesses to consolidate shipments and reduce
transportation costs.
2

The combination of DHL Global Forwarding's transportation, inventory management, and

distribution services creates a powerful solution for businesses looking to optimize their supply
chain. By working with a single provider for all of these services, businesses can streamline their
supply chain operations and reduce complexity.

DHL Global Forwarding's expertise in inventory management and distribution is further enhanced
by its global network and advanced technology solutions. The company has a presence in over 220
countries and territories, providing businesses with access to new markets and supply chains. DHL
Global Forwarding's technology solutions, such as real-time tracking and monitoring of shipments,
allow businesses to have complete visibility into their supply chain and make data-driven
decisions.

In addition, DHL Global Forwarding's commitment to sustainability is also reflected in its

inventory management and distribution services. The company has implemented various
initiatives to reduce its environmental impact, such as using alternative fuel vehicles and
optimizing transportation routes. By working with DHL Global Forwarding, businesses can align
their supply chain operations with their sustainability goals.

Overall, DHL Global Forwarding's combination of transportation, inventory management, and

distribution services creates a complete end-to-end solution for businesses looking to optimize
their supply chain. The company's global network, advanced technology solutions, and
commitment to sustainability make it a leading provider of logistics services. By working with
DHL Global Forwarding, businesses can streamline their supply chain operations, reduce
complexity, and improve overall supply chain efficiency.
3

Chapter 2. Company Overview of DHL Global Forwarding

DHL Global Forwarding is a subsidiary of Deutsche Post DHL Group, a German logistics firm
formed in 1969. The company began as a courier service delivering documents between San
Francisco and Honolulu, but it quickly grew to become a global logistics company. Deutsche Post
DHL Group currently works in over 220 countries and territories and employs over 550,000 people
worldwide.

The mission of DHL Global Forwarding is to be the leading provider of cutting-edge,

environmentally friendly logistics solutions that connect people and enhance their lives. By
consistently aiming to surpass customers' expectations, providing outstanding value, and offering
the highest standards of service excellence, the company hopes to accomplish this purpose.

DHL Global Forwarding's strive is to be the world's leading logistics provider, and it is motivated
by a dedication to sustainability, innovation, and excellence. Customers, staff members,
shareholders, and the communities in which it operates are just a few of the stakeholders that the
company aims to produce value for.

Figure 2- 2.1
4

DHL Global Forwarding offers a wide range of logistics services to customers across various
industries, including automotive, consumer goods, healthcare, technology, and energy. The
company's logistics solutions cover the entire supply chain, from transportation and customs
clearance to warehousing and distribution.

DHL Global Forwarding's air freight services include standard, express, and charter options. The
company has partnerships with major airlines to provide customers with access to a global network
of destinations. DHL Global Forwarding's ocean freight services include full container load (FCL),
less-than-container load (LCL), and non-containerized load (NCL) options. The company's road
freight services cover domestic and international transportation, as well as intermodal
transportation.

DHL Global Forwarding is committed to sustainability and has implemented various initiatives to
reduce its environmental impact. The company has set a goal to achieve zero-emission logistics
by 2050 and has implemented measures such as investing in alternative fuel vehicles, improving
energy efficiency in its buildings, and using renewable energy sources.

One of the key strengths of DHL Global Forwarding is its global network and presence. The
company has a strong presence in emerging markets, which allows it to offer customers access to
new business opportunities and emerging supply chains. DHL Global Forwarding also offers
customers a single point of contact for all their logistics needs, providing them with a seamless
and integrated service.

DHL Global Forwarding's customer-centric approach is another strength of the company. The
company works closely with customers to understand their unique logistics needs and develops
customized solutions to meet their requirements. DHL Global Forwarding's customer service team
is available 24/7 to provide support and assistance to customers.

In addition, DHL Global Forwarding has a strong focus on innovation and technology. The
company has implemented various technologies to enhance its logistics services, such as real-time
tracking and monitoring of shipments, predictive analytics, and automation. DHL Global
Forwarding has also invested in emerging technologies such as blockchain and artificial
intelligence to further improve its logistics solutions.
5

DHL Global Forwarding has won a slew of medals and accolades for its logistics services. At the
Asian Freight, Logistics, and Supply Chain Awards (AFLAS) in 2020, the company was
recognized Best Logistics Service Provider - Air Freight. At the 2019 Asian Freight, Logistics,
and Supply Chain Awards, DHL Global Forwarding was also won Best Airfreight Forwarder.

Overall, DHL Global Forwarding is a leading provider of logistics services with a strong global
presence, customer-centric approach, commitment to sustainability, and focus on innovation and
technology. The company's ability to offer customers customized logistics solutions and access to
emerging markets sets it apart from its competitors. DHL Global Forwarding is well-positioned to
continue to grow and expand its logistics services in the years to come.

2.1 Overview of DHL Global Forwarding Bangladesh Operation

Bangladesh is an emerging market with a growing economy and a strategic location between South
and Southeast Asia. As such, the country offers significant opportunities for businesses looking to
expand their operations in the region. DHL Global Forwarding in Bangladesh has been working
closely with multinational and local businesses to provide logistics solutions that help them
optimize their supply chain operations and take advantage of the opportunities offered by the
country's growing economy. Some of the biggest customers are DELL, General Electronic
Healthcare, Siemens, Oracle, Ericsson, Shell, Medtronic etc.

Figure 3- 2.1.1
6

DHL Global Forwarding Bangladesh started its journey in 1996 with the name DHL Supply Chain
with its first project with Ericsson. As Bangladesh wanted to modernize it’s telecommunication
network so different companies wanted to set up their own towers in the country. So Ericsson
networking brought the solution for this project. To bring in large and expensive equipment from
one part of the word to another and to source the materials needed for this huge project Ericsson
wanted the logistic partner of the world to be at their side. From August 1996 DHL Global
Forwarding stated it journey in Bangladesh. In the last 2 decades it has become on the most trusted
and advance forwarder in the country

DHL Global Forwarding is a global logistics company that offers a wide range of services,
including air, ocean, and road freight forwarding, customs clearance, warehousing and
distribution, and value-added services. The company is organized into several departments, each
with its own responsibilities and areas of expertise. The following are some of the main
departments of DHL Global Forwarding:

• Air Freight: The Air Freight department of DHL Global Forwarding specializes in
providing air transportation solutions for businesses of all sizes. The department offers a
range of services, including airport-to-airport transportation, door-to-door transportation,
and air charter services.
• Ocean Freight: The Ocean Freight department of DHL Global Forwarding offers a
comprehensive range of ocean transportation solutions, including full container load (FCL)
and less-than-container load (LCL) services, breakbulk services, and project cargo
services.
• Road Freight: The Road Freight department of DHL Global Forwarding provides
domestic and cross-border road transportation services, including full truckload (FTL) and
less-than-truckload (LTL) services, temperature-controlled transportation, and intermodal
transportation solutions.
• Customs Brokerage: The Customs Brokerage department of DHL Global Forwarding
specializes in providing customs clearance services to businesses. The department has a
team of customs experts who can help businesses navigate the complex customs clearance
process in various countries.
7

• Warehousing and Distribution: The Warehousing and Distribution department of DHL

Global Forwarding offers a range of services, including inventory management,
warehousing, order fulfillment, and distribution. The department has a network of
warehouses located worldwide, providing businesses with easy access to their goods.
• Value-Added Services: The Value-Added Services department of DHL Global
Forwarding offers a range of services designed to help businesses optimize their supply
chain operations. The department's services include labeling, packaging, assembly, and
kitting.
• Industry Solutions: The Industry Solutions department of DHL Global Forwarding
provides customized logistics solutions tailored to meet the specific needs of businesses
operating in various industries. The department has expertise in several industries,
including automotive, energy, fashion and apparel, healthcare, and technology.
• Global Forwarding Management: The Global Forwarding Management department of
DHL Global Forwarding oversees the company's overall logistics operations, including
strategic planning, global network management, and continuous improvement initiatives.

Overall, the various departments of DHL Global Forwarding work together to provide businesses
with a complete end-to-end logistics solution. The company's expertise in air, ocean, and road
transportation, customs clearance, warehousing and distribution, value-added services, and
industry-specific solutions make it an ideal partner for businesses looking to optimize their supply
chain operations.

2.2 Integrated Warehouse Solution Department

The inventory management service from DHL Global Forwarding is designed to deliver efficient
and effective inventory solutions for organizations of all sizes and industries. The company has a
global network of warehouses and distribution centers strategically positioned across the world,
allowing it to serve its customers with efficient and effective storage and delivery services.

DHL Global Forwarding's inventory management service is supported by a range of value-added

services, such as order fulfillment, reverse logistics, and real-time inventory tracking and
8

management. The company's inventory management service is ideal for businesses that need to
store and manage their inventory, such as e-commerce companies, retail chains, and
manufacturers. The following are the key features of DHL Global Forwarding's inventory
management service:

• Inventory Storage:

DHL Global Forwarding provides secure and efficient inventory storage solutions to its customers.
The company's warehouses are equipped with state-of-the-art security systems, such as CCTV
cameras, alarms, and access control systems, to ensure the safety of its customers' inventory. The
company's warehouses are also equipped with climate control systems, which ensure that the
inventory is stored in optimal conditions.

• Order Fulfillment:

DHL Global Forwarding provides efficient order fulfillment services to its customers. The
company's order fulfillment service includes picking, packing, and shipping of orders. The
company's order fulfillment service is supported by a range of value-added services, such as order
tracking, real-time inventory management, and reverse logistics.

Figure 4- 2.2.1
9

• Real-time Inventory Tracking and Management:

DHL Global Forwarding provides real-time inventory tracking and management solutions to its customers.
The company's inventory tracking and management systems allow its customers to track their inventory in
real-time, from the time it is received at the warehouse to the time it is shipped out to the customer. The
company's inventory tracking and management systems also allow its customers to manage their inventory
levels and re-order points in real-time.

• Reverse Logistics:

DHL Global Forwarding provides efficient reverse logistics solutions to its customers. The company's
reverse logistics service includes the handling of returns, exchanges, and refunds. The company's reverse
logistics service is supported by a range of value-added services, such as return tracking, quality control,
and refurbishment.

• Customized Solutions:

DHL Global Forwarding provides customized inventory management solutions to its customers. The
company's inventory management solutions are tailored to meet the specific needs of its customers. The
company's customized solutions include the integration of its inventory management systems with its
customers' existing systems, the creation of customized reports and dashboards, and the provision of
dedicated account management support.

DHL Global Forwarding's inventory management service is supported by a team of experienced logistics
professionals. The company's logistics professionals have a deep understanding of the logistics industry
and are equipped with the latest technologies and systems to ensure efficient and effective inventory
management solutions for its customers.

In addition to its inventory management service, DHL Global Forwarding also offers a range of value-
added logistics services, such as air freight, ocean freight, road freight, and customs clearance. The
company's logistics services are designed to provide efficient and cost-effective solutions to its customers,
regardless of their industry or location.

Overall, DHL Global Forwarding's inventory management service is designed to provide efficient and
effective inventory solutions for businesses of all sizes and industries. The company's global network of
warehouses and distribution centers, combined with its state-of-the-art inventory management systems and
experienced logistics professionals, make it an ideal partner for businesses that need to store and manage
their inventory.
10

Chapter 3. Freight Forwarding Industry Analysis

DHL Global Forwarding is one of the leading logistics providers in the world, offering air and
ocean freight forwarding, road and rail transportation, and warehousing and distribution services.
In Bangladesh, DHL Global Forwarding operates as a subsidiary of DHL, with a network of offices
and facilities across the country. This analysis will examine the freight forwarding industry of
Bangladesh, focusing on the competitive forces that shape the market according to Porter's Five
Forces framework, and assess the strategic implications for DHL Global Forwarding Bangladesh.

• Threat of New Entrants

The freight forwarding industry of Bangladesh is highly competitive, with a large number of local
and international players operating in the market. The low barriers to entry make it relatively easy
for new entrants to establish their operations in the country, leading to a crowded market and
intense price competition. However, the high capital requirements for investment in transportation,
warehousing, and technology infrastructure act as a deterrent for many potential new entrants.
Moreover, existing players like DHL Global Forwarding, who have established networks and
brand recognition, have a significant advantage over new entrants.

• Bargaining Power of Suppliers

The bargaining power of suppliers in the freight forwarding industry of Bangladesh is relatively
low. Most of the inputs required for the industry, such as fuel, transportation equipment, and IT
systems, are widely available in the market from multiple suppliers. However, there is a shortage
of skilled labor in the logistics sector in Bangladesh, which could increase the bargaining power
of labor suppliers in the long term.

• Bargaining Power of Buyers

The bargaining power of buyers in the freight forwarding industry of Bangladesh is relatively high.
With a large number of players in the market, buyers have a wide range of options to choose from,
making it easy for them to switch providers if they are not satisfied with the quality of service or
pricing. Moreover, buyers are often large multinational corporations that have significant
bargaining power due to their scale and buying power. As a result, freight forwarders like DHL
11

Global Forwarding need to provide competitive pricing and high-quality services to retain their
customers.

• Threat of Substitutes

The threat of substitutes in the freight forwarding industry of Bangladesh is relatively low. While
there are alternative modes of transportation, such as air, sea, road, and rail, these modes are
complementary rather than substitutive to each other. Moreover, freight forwarding involves a
complex set of services, such as customs clearance, documentation, and logistics management,
that cannot be easily substituted by other providers.

• Competitive Rivalry

The competitive rivalry in the freight forwarding industry of Bangladesh is intense. The market is
highly fragmented, with a large number of players operating in the market, including international
players like DHL Global Forwarding, Kuehne + Nagel, and Panalpina, and local players like GAC
Logistics, Expeditors Bangladesh, and APL Logistics Bangladesh. The intense competition has
led to price wars, forcing freight forwarders to focus on cost-cutting measures, such as optimizing
their supply chain and investing in technology, to stay competitive.
12

Chapter 4. Competitive Advantage Analysis of the Forwarding

Industry of DHL Global Forwarding

DHL Global Forwarding Bangladesh is a key player in the forwarding industry of Bangladesh. In
this analysis, we will examine the impact of the Five Force factors on the profitability of DHL
Global Forwarding Bangladesh and the forwarding industry of Bangladesh.

• Level of Threats Posed Substitute:

In the forwarding industry of Bangladesh, the level of threats posed by closed substitute products
is moderate. The closed substitute products for forwarding services in Bangladesh include air
cargo, sea cargo, and trucking services. These services provide an alternative for the customers
who are looking for a cost-effective option for transporting their goods. However, these services
are not a direct substitute for forwarding services provided by DHL Global Forwarding
Bangladesh. The range of services provided by DHL Global Forwarding Bangladesh is much
broader and includes customs clearance, warehousing, and other value-added services. Hence, the
threat posed by closed substitute products is not high in the forwarding industry of Bangladesh.

• Availability of Source Material:

The availability of raw materials needed for production in the forwarding industry of Bangladesh
is good. The key raw materials needed for the production of forwarding services are transportation
vehicles, IT systems, and trained personnel. The transportation industry in Bangladesh is well
developed, and there are several vendors who provide transportation vehicles. The IT
infrastructure in Bangladesh is also good, and there are several vendors who provide IT systems
for the forwarding industry. Trained personnel are available in Bangladesh, and the industry
provides opportunities for the development of human resources. Hence, the availability of raw
materials needed for production is good in the forwarding industry of Bangladesh.

• Level of Entry Barriers:

The level of entry barriers in the forwarding industry of Bangladesh is moderate. The main entry
barriers are high capital investment, regulatory compliance, and brand recognition. Setting up a
forwarding company requires a significant amount of capital investment. The regulatory
13

environment in Bangladesh is complex, and compliance with regulations is a challenge for new
entrants. Brand recognition is also a key factor in the forwarding industry, and it takes time to build
a brand in the market. Hence, the level of entry barriers is moderate in the forwarding industry of
Bangladesh.

• Degree of Competition:

The degree of competition in the forwarding industry of Bangladesh is high. There are several
players in the market, including multinational companies like DHL, UPS, and FedEx, and local
players like APL Logistics Bangladesh Ltd., Transworld Logistics, and others. The competition in
the market is intense, and companies are competing on the basis of price, quality of service, and
value-added services. However, DHL Global Forwarding Bangladesh has a strong market position
due to its global network, brand recognition, and range of services. Hence, the degree of
competition is high in the forwarding industry of Bangladesh.

• Degree of Ease in Acquiring Competitive Advantages:

The degree of ease in acquiring competitive advantages in the forwarding industry of Bangladesh
is moderate. The main sources of competitive advantage are the range of services, brand
recognition, and customer relationships. Developing a range of services requires significant
investment and expertise. Brand recognition takes time to develop, and customer relationships are
built over time. However, companies can acquire competitive advantages by investing in
technology and innovation, which can help them to provide better quality of service and
differentiate themselves from their competitors. Hence, the degree of ease in acquiring competitive
advantages is moderate in the forwarding industry of Bangladesh.

• Degree of Sustainability of the Advantages:

The degree of sustainability of the advantages in the forwarding industry of Bangladesh is

moderate. Companies can sustain their competitive advantages by continuously investing in
technology and innovation, and by building strong customer relationships. However, the market is
dynamic, and competitors are continuously improving their services. Hence, companies need to be
agile and adaptable to sustain their competitive advantages in the forwarding industry of
Bangladesh.
14

Chapter 5. SWOT Analysis of DHL Global Forwarding

SWOT analysis is a strategic management tool used to assess an organization's strengths,

weaknesses, opportunities, and threats. A SWOT analysis can assist DHL Global Forwarding
Bangladesh discover areas of the business that are functioning effectively and areas that need
improvement. This research can be used to guide strategic decision-making and assist the
organization in maintaining its competitive edge in Bangladesh's forwarding industry.

• Strengths:
1. Global network: DHL Global Forwarding is one of the world's leading logistics and
forwarding organizations, with a presence in over 220 countries and territories. DHL
Global Forwarding Bangladesh is able to provide seamless logistics solutions and end-to-
end supply chain management services to its customers because to its global network.
2. Range of services: DHL Global Forwarding Bangladesh provides a variety of services,
including air and ocean freight, road and rail transportation, warehousing, and customs
clearing. DHL Global Forwarding Bangladesh is able to deliver comprehensive logistics
solutions to its customers based on this range of services.
3. Specialized industry solutions: DHL Global Forwarding Bangladesh has developed
specialized industry solutions for sectors such as healthcare, technology, and automotive.
This enables the company to differentiate itself from its competitors and provide tailored
logistics solutions to customers in these sectors.
4. Brand recognition: DHL Global Forwarding is a well-established brand in the forwarding
industry, and the company has built a reputation for providing high-quality logistics
services. This brand recognition enables DHL Global Forwarding Bangladesh to attract
and retain customers and gives it an edge over its competitors.

• Weaknesses:

1. Dependence on global market conditions: DHL Global Forwarding Bangladesh's business

is heavily dependent on global market conditions, such as changes in the global economy,
15

geopolitical instability, and regulatory changes. These factors can have a significant impact
on the demand for logistics services and the company's profitability.
2. Dependence on third-party carriers: DHL Global Forwarding Bangladesh relies on third-
party carriers to provide transportation services for its customers. This dependence on
third-party carriers can limit the company's control over the quality of service provided and
can also lead to increased costs.
3. Limited domestic network: While DHL Global Forwarding has a strong global network,
its domestic network in Bangladesh is relatively limited. This can limit the company's
ability to provide seamless logistics solutions to customers within the country.
4. Limited use of technology: DHL Global Forwarding Bangladesh has been slow to adopt
technology, particularly in areas such as digitalization and automation. This can limit the
company's ability to compete with more technologically advanced competitors and may
also lead to inefficiencies in its operations.

• Opportunities:

1. Growing demand for logistics services: Bangladesh is a rapidly developing economy, and
the demand for logistics services is expected to increase in the coming years. This presents
an opportunity for DHL Global Forwarding Bangladesh to expand its market share in the
country.
2. E-commerce growth: DHL Global Forwarding Bangladesh sees an opportunity to provide
logistics solutions to e-commerce enterprises and expand its customer base as e-commerce
grows in Bangladesh.
3. Strategic partnerships: DHL Global Forwarding Bangladesh may seek strategic alliances
with other logistics businesses in order to broaden its service offerings and enhance its
market share.
4. Technological advancements: Advancements in technology, particularly in areas such as
digitalization and automation, can help DHL Global Forwarding Bangladesh to improve
its operations and better compete with more technologically advanced competitors.
16

• Threats:

1. Intense competition: The forwarding industry in Bangladesh is highly competitive, with

many local and international players vying for market share. This can limit DHL Global
Forwarding Bangladesh's ability to maintain its competitive advantage and may lead to
price wars and margin compression.
2. Economic instability: Bangladesh is a democratic country but through out the years we
have seen that there were many instances where during the election period there where
political instability.
3. Political and regulatory risks: Political instability, changes in regulations, and bureaucratic
hurdles can pose significant risks to DHL Global Forwarding Bangladesh's operations in
Bangladesh.
4. Disruptive technologies: Disruptive technologies, such as blockchain and autonomous
vehicles, have the potential to disrupt the forwarding industry and may challenge DHL
Global Forwarding Bangladesh's business model.
5. Climate change and environmental regulations: Climate change and environmental
regulations can have a significant impact on the transportation industry, and DHL Global
Forwarding Bangladesh may face increased costs and regulatory scrutiny as a result.
6. Dependence on key customers: DHL Global Forwarding Bangladesh may be heavily
dependent on key customers, and the loss of one or more of these customers could have a
significant impact on the company's financial performance.
7. Geopolitical risks: Geopolitical risks, such as trade tensions and conflicts, can disrupt
global supply chains and may impact the demand for DHL Global Forwarding
Bangladesh's services.
17

Chapter 6. Strategic Implications for DHL Global Forwarding

Based on the analysis of the freight forwarding industry of Bangladesh using Porter's Five Forces
framework, there are several strategic implications for DHL Global Forwarding Bangladesh. Here
are some suggestions:

1. Focus on Differentiation: As the industry is highly competitive, DHL Global Forwarding

Bangladesh needs to focus on differentiation by providing high-quality services and
customized solutions to its customers. This could involve investing in technology, such as
tracking and tracing systems, to enhance transparency and visibility in the supply chain,
and developing expertise in specific industry sectors, such as healthcare or automotive, to
cater to the specialized needs of its customers.

2. Build Strong Customer Relationships: DHL Global Forwarding Bangladesh needs to

focus on building strong relationships with its customers by providing excellent customer
service and developing long-term partnerships. This could involve understanding the needs
and requirements of its customers and providing tailored solutions that meet their specific
needs. DHL Global Forwarding Bangladesh can also work with its customers to optimize
their supply chain and reduce costs, which will help in retaining customers and attracting
new ones.

3. Enhance Operational Efficiency: DHL Global Forwarding Bangladesh needs to focus on

enhancing its operational efficiency to remain competitive in the market. This could
involve optimizing its supply chain, improving its transportation and logistics
infrastructure, and investing in technology to improve its processes and reduce costs. DHL
Global Forwarding Bangladesh can also focus on improving its inventory management,
which will help in reducing inventory costs and improving delivery times.

4. Develop Skilled Workforce: As there is a shortage of skilled labor in the logistics sector
in Bangladesh, DHL Global Forwarding Bangladesh can focus on developing its workforce
by providing training and development programs to its employees. This will help in
18

improving the quality of service and enhancing operational efficiency, which will
ultimately lead to improved customer satisfaction.

5. Collaborate with Industry Partners: DHL Global Forwarding Bangladesh can

collaborate with industry partners, such as shipping lines, airlines, and trucking companies,
to improve its operational efficiency and provide better services to its customers. This
could involve forming strategic partnerships with these companies to optimize the supply
chain and reduce costs, which will ultimately benefit both DHL Global Forwarding
Bangladesh and its customers.

In conclusion, by focusing on differentiation, building strong customer relationships, enhancing

operational efficiency, developing a skilled workforce, and collaborating with industry partners,
DHL Global Forwarding Bangladesh can remain competitive in the highly competitive freight
forwarding industry of Bangladesh.
19

Chapter 7. Working Procedure for General Electric Healthcare

During my internship with DHL Global Forwarding Bangladesh, I had the opportunity to gain
valuable experience in various aspects of the logistics industry, including inbound inventory
management, distribution, and client management, specifically for General Electric Healthcare.
The knowledge and skills I have acquired through this training have proven to be invaluable in
understanding the complexities of global supply chain operations.

Figure 5- 7.1
In addition to gaining practical knowledge of Oracle Inventory Management and Telnet software,
I also learned about the critical importance of effective client management. This included learning
how to communicate effectively with clients, understanding their unique needs and requirements,
and developing solutions to meet their specific logistical challenges. I gained experience in
managing client relationships, responding to queries, and resolving issues in a timely and efficient
manner.

Moreover, I had the opportunity to work with General Electric Healthcare's supply chain team to
ensure that their products were efficiently transported and delivered to their customers, while
maintaining strict compliance with international regulations and standards. This involved gaining
20

a deep understanding of the intricacies of the medical devices industry, and the specific logistical
challenges associated with it.

Overall, my training has provided me with a solid foundation in the fundamentals of logistics,
including inbound inventory management, distribution, and client management. These experiences
have been invaluable in helping me to develop a deeper understanding of the industry, and I believe
they will prove to be instrumental in my future career pursuits.

7.1 Inbound Inventory Management for General Electric Healthcare

As an intern at DHL Global Forwarding Bangladesh, I received training on inbound logistics for
General Electric Healthcare. This training focused on the processes involved in receiving and
managing inventory from international suppliers, as well as managing inventory at the local
warehouse. I learned about the importance of using inventory management software, such as
Oracle and Telnet, to keep track of inventory levels and ensure that products were available when
needed.

Oracle inventory management software was used to track international stock levels and ensure that
inventory was available for export from the local warehouse. This software allowed me to monitor
inventory levels in real-time, which was critical for ensuring that products were available when
needed. It also enabled me to generate reports and analyze inventory data, which was useful for
identifying trends and making informed decisions about inventory levels.

One of the unique features of Oracle inventory management software was the use of License Plate
Number (LPN) to track stock. LPN is a unique identifier that allows inventory items to be tracked
as a single unit, making it easier to locate and manage them. I was trained on how to use LPN
numbers to track inventory, which was crucial in minimizing errors and ensuring accurate
inventory levels. Using LPN numbers also made it easier to receive, pick, and ship inventory items,
making the entire process more efficient.

In addition to using Oracle for international inventory management, I also learned how to use
Telnet software to track local inventory levels. This software allowed me to track inventory levels
21

at the local warehouse and ensure that products were available for distribution to customers. Telnet
also allowed me to generate reports and analyze inventory data, which was useful for identifying
trends and making informed decisions about inventory levels.

The use of Telnet software was also helpful in tracking the movement of products within the
warehouse. As products arrived, they were assigned a unique LPN number, which was then used
to track their location within the warehouse. This made it easier to find and pick products when
needed, ensuring that products were available for distribution on time.

Overall, the inbound logistics training that I received during my internship with DHL Global
Forwarding Bangladesh was an excellent opportunity to learn about the processes involved in
managing inventory for General Electric Healthcare. I gained a deeper understanding of the
importance of using inventory management software, such as Oracle and Telnet, to track inventory
levels and ensure that products were available when needed. This training also helped me to
develop my analytical and problem-solving skills, which will be valuable in my future career.

7.2 Distribution Management for General Electric Healthcare

During my internship with DHL Global Forwarding Bangladesh, I received training on handling
distribution for General Electric Healthcare. This training was focused on the processes involved
in moving goods from the warehouse to the customer's location. I learned about the importance of
accurate delivery notes and effective distribution planning to ensure that the products reach their
destination on time and in good condition.

Delivery notes are a critical component of the distribution process, as they provide information
about the products being shipped, their quantity, and their destination. During my training, I
learned how to accurately prepare delivery notes and ensure that they were included with the
shipment. The delivery notes helped to ensure that the products were delivered to the correct
location and that the customer received the correct quantity of goods.

Another key aspect of distribution training was learning about distribution planning. This involved
creating a plan for the day's deliveries, which included determining the most efficient route for the
22

delivery vehicle and ensuring that the products were loaded onto the vehicle in the correct order. I
learned how to use distribution software to plan the day's deliveries, which helped to ensure that
the products were delivered on time and in the most efficient manner possible.

To illustrate the process of distribution planning, I have included a diagram below:

Load products onto delivery vehicle

Determine the most efficient route

Deliver products to customers

Obtain signature

Return to warehouse
Figure 6- 7.2.1

As shown in the diagram, the distribution process involves loading the products onto the delivery
vehicle, determining the most efficient route for the delivery, delivering the products to the
customers, obtaining a signature to confirm delivery, and returning to the warehouse. Each step in
the process is critical to ensure that the products are delivered on time and in good condition.

Overall, the distribution training that I received during my internship with DHL Global Forwarding
Bangladesh was an excellent opportunity to learn about the processes involved in moving goods
from the warehouse to the customer's location. I gained a deeper understanding of the importance
23

of accurate delivery notes and effective distribution planning, and I learned how to use distribution
software to plan the day's deliveries.

7.3 Client Management for General Electric Healthcare

During my internship at DHL Global Forwarding Bangladesh, I was trained in client service
management and order receiving specifically for General Electric Healthcare. One of the key
aspects of this training was learning how to effectively communicate with clients and understand
their unique needs and requirements.

I was responsible for receiving and processing orders for General Electric Healthcare, which
required me to work closely with their supply chain team and ensure that all orders were processed
accurately and efficiently. This involved gaining a deep understanding of their product portfolio
and the specific requirements for handling medical devices.

I learned how to effectively manage client relationships by responding to queries, resolving issues,
and providing regular updates on the status of their orders. This required strong communication
skills and the ability to build trust and establish rapport with clients.

Additionally, I was responsible for ensuring that all orders were accurately recorded and tracked
using DHL's inventory management software. This involved using LPN numbers to track
inventory and maintain accurate records of inbound shipments, which was critical for ensuring
compliance with international regulations and standards.

Overall, my training in client service management and order receiving for General Electric
Healthcare has provided me with valuable experience in managing client relationships, processing
orders, and ensuring accurate inventory management. These skills will be invaluable in my future
career pursuits in the logistics industry.
24

Chapter 8. Weekly Action Plan for the Internship Training

During my internship at DHL Global Forwarding Bangladesh, I received weekly training on

various aspects of the logistics industry, including distribution, inventory management, client
services, and cycle count. The training was hands-on and provided me with practical experience
in working with real clients and managing their supply chain needs. This allowed me to develop a
strong understanding of the industry and gain valuable skills that will be applicable throughout my
career.

Week Task/Activity Department/Project

Induction of all departments and businesses

1 of the company Human Resource Department

2 Continuation of induction process Value Added Services Department

3 Training on handling distribution General Electric Healthcare

4 Training on inventory management General Electric Healthcare

5 Training on client services General Electric Healthcare

6 Training on cycle count General Electric Healthcare

Value Added Services Department/ General

7 On-the-job training and practical work Electric Healthcare

Value Added Services Department/ General

8 On-the-job training and practical work Electric Healthcare

Value Added Services Department/ General

9 On-the-job training and practical work Electric Healthcare

Value Added Services Department/ General

10 On-the-job training and practical work Electric Healthcare

Training on handling Dell's inbound

11 products Value Added Services Department

Continuation of training on handling Dell's

12 inbound products and wrap-up Value Added Services Department/ Dell
25

Chapter 9. Challenges Encountered during Internship Period

As an intern in the Integrated Warehouse Solution Department at DHL Global Forwarding

Bangladesh, I encountered several challenges in my assigned tasks. Some of the problems that I
faced are:

1. Inadequate training: At the beginning of my internship, I received only a brief

introduction to the department's tasks and software. As a result, I had difficulty adapting to
the complex software and understanding the various functions and features.

2. Communication gap: There were times when communication was not clear or effective,
resulting in confusion regarding the tasks that were assigned to me. It was challenging to
convey my questions and concerns to my supervisors, which often led to
misunderstandings and delays in completing tasks.

3. Technical issues: The software and systems used in the department were outdated, and
often, I encountered technical issues that caused delays in my work. It was frustrating to
encounter these issues, as they could have been avoided with updated software and
hardware.

4. Time management: Balancing my assigned tasks with my daily responsibilities proved to

be a challenge. I often found myself struggling to manage my time effectively and prioritize
tasks to meet deadlines.

5. Limited exposure: As an intern, my exposure to the department's various functions and

projects was limited, which made it challenging to develop a comprehensive understanding
of the department's operations.

As a warehouse supervisor trainee and an intern, I also noticed that there were several issues
affecting our operations, which led me to identify three major problems. The first problem was the
inefficient use of warehouse space. Despite having a large warehouse, we were experiencing space
constraints due to poor layout planning. We were not utilizing the available space efficiently,
26

which was leading to clutter and disorganization. This, in turn, was causing delays in retrieving
items from the warehouse and impacting our overall efficiency.

The second problem was poor communication between departments. We had multiple departments
working together, but there was a lack of communication and collaboration between them. This
was leading to delays and errors in fulfilling orders, and we needed to find a way to improve
communication between departments.

• Problem 1: Inefficient use of warehouse space

Solution 1: Implement a better layout plan to optimize the use of available space.

Solution 2: Use a warehouse management system to track inventory in real-time and ensure proper
space allocation.

Solution 3: Consider outsourcing some warehousing activities to third-party logistics providers to

reduce the need for additional space.

Best Solution: Implementing a better layout plan would be the best solution for this problem. By
optimizing the use of available space, the company can avoid the need for additional space and
reduce costs. Additionally, it would improve efficiency and reduce the time required to locate and
retrieve items from the warehouse.

• Problem 2: Poor communication between departments

Solution 1: Implement regular cross-departmental meetings to improve communication and

collaboration.

Solution 2: Use project management tools to facilitate communication between departments.

Solution 3: Encourage open communication and feedback from all employees.

Best Solution: Implementing regular cross-departmental meetings would be the best solution for
this problem. It would create opportunities for employees to share information and feedback,
identify problems, and work collaboratively to find solutions. Additionally, it would foster a
culture of open communication and encourage employees to share their ideas and insights.
27

Chapter 10. Reality of the Internship at DHL Global Forwarding

During my internship at DHL Global Forwarding in Bangladesh, I was part of the operation team,
where I learned a lot about inbound and outbound logistics, client services, and distribution. The
internship was a challenging yet rewarding experience that allowed me to apply the theoretical
knowledge I gained in the classroom to real-world situations.

My primary responsibility during the internship was to assist the team with various tasks related to
logistics and client services. I learned how to coordinate with various departments within the
organization, customer service, and transportation. Additionally, I assisted with the preparation of
shipping documents and tracking of shipments, ensuring that all cargo was delivered to customers on
time.

One of the most significant challenges I faced during the internship was learning to work with different
types of software and systems used by the company. However, with guidance from my supervisor and
colleagues, I quickly learned how to use these tools effectively. Additionally, I developed my
communication skills as I had to communicate with colleagues, clients, and vendors on a regular basis.

I also gained a lot of experience in distribution during my internship. I was tasked with organizing the
warehouse, ensuring that all products were appropriately labeled, and that they were placed in the
correct location. I was also involved in the picking and packing of orders, which allowed me to
understand the entire order fulfillment process.

Working in the operation team also provided me with the opportunity to understand the importance of
customer service. I learned how to deal with customer inquiries, complaints, and feedback, and how to
provide them with the best possible experience. This experience has helped me to develop my customer
service skills, which I believe will be beneficial in any future roles I may undertake.

Overall, my internship at DHL Global Forwarding in Bangladesh was an enriching experience. I

learned a lot about the logistics industry, including inbound and outbound logistics, client services, and
distribution. I also learned to work with different types of software and systems and developed my
communication and customer service skills. The experience has provided me with valuable insights
into the industry, which I believe will help me to excel in my future career.
28

Chapter 11. Conclusion

In conclusion, my internship at DHL Global Forwarding Bangladesh provided me with a valuable

learning experience that enhanced my understanding of the logistics industry. During my time in
the operation team, I gained hands-on experience in inbound and outbound logistics, client
services, and distribution. I was able to learn about the different processes involved in each of
these areas, which included coordinating with different teams, managing inventory, and ensuring
timely delivery of goods.

I also had the opportunity to work with a diverse group of professionals and learned about their
roles and responsibilities within the company. This experience allowed me to appreciate the
importance of teamwork and effective communication in achieving organizational goals. I also
learned how to use different software and tools that are commonly used in the logistics industry,
which will undoubtedly prove useful in my future career.

Although I faced some challenges during my internship, such as adjusting to a new work culture,
I was able to overcome them with the help of my colleagues and supervisor. They provided me
with guidance and support, and I am grateful for the mentorship I received during my internship.

Overall, my internship at DHL Global Forwarding Bangladesh was a valuable learning experience
that provided me with practical skills and knowledge that will be useful in my future career. I
would highly recommend this internship program to other students who are interested in the
logistics industry and want to gain practical experience in this field.
29

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