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Building a global process standard at the most international company on earth : DHL Express ; teaching case

  • 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.

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Author of HS ReutlingenMocker, Martin
Erschienen in: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
Document Type:Conference proceeding
Publication year:2014
Creating Corporation:Association for Information Systems
Tag:IS platform; business process innovation; enterprise architecture; global business process standard
Page Number:12
First Page:1
Last Page:12
DDC classes:650 Management
Open access?:Ja
Licence (German):License Logo  Open Access