@inproceedings{MockerRossCiano2014,
  author    = {Mocker, Martin and Ross, Jeanne and Ciano, Pablo},
  title     = {Building a global process standard at the most international company on earth : DHL Express ; teaching case},
  booktitle = {Building a better world through information systems : International Conference on Information Systems (ICIS 2014), Auckland, New Zealand, 14 - 17 December 2014 ; 10. IS Curriculum and Education},
  organization    = {Association for Information Systems},
  url       = {http://aisel.aisnet.org/icis2014/proceedings/ISCurriculum/14/},
  institution = {ESB Business School},
  pages     = {1 -- 12},
  year      = {2014},
  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.), it created impediments to local innovation and responsiveness in DHL Express' network of 220 countries/territories. Reconciling standardization-innovation tradeoffs is a critical management issue for global companies in the digital economy. This case describes one large, successful company's approach to the tradeoff of standardization versus innovation.},
  language  = {en}
}