We heard you have a military background. Has it helped you in your new position in the corporate environment?

I spent ten years serving in the British army. The military is all about teamwork and it’s not as rigid as people think it is. Working in a team gave me the opportunity and the ability to work with different kinds of people, and helped me learn the art of leadership and people management. All what I learnt in the military is definitely helpful in the corporate world, especially in a company like DHL where things move at clockwork precision.

Could you describe the services provided by DHL?

DHL’s main areas of focus include express documents, express passes and importation of express goods. We’ve also made forays into trucking and road freight within the GCC, Egypt, Turkey and even Europe.

DHL Express has re-designed it product and service portfolio into time-based service options. Options exist from Same day, Pre 9, Pre 12, COB and 2-5 day services based on the clients' requirements for a particular shipment. These options, coupled with the DHL Import Express service, enable a company in Oman to control their import of goods. Import Express can be initiated via DHL Customer Service, eliminating the late night off-shore calls, or directly with your supplier. It is billed locally in Omani Riyals at locally agreed rates. There are no surprises for the client who gets all the benefits of a DHL Express shipment with speed, reliability and tracking. These changes were in direct response to our clients who wanted more flexibility and choice of services. We are not just selling a service or a product to clients, but really designing solutions for them after an in-depth understanding of their business.

How strong is DHL in Oman?

DHL is the market leader and has been part of the business community in Oman for more than 28 years and, most definitely, will be part of the Sultanate’s business community for the coming decades. Over the past years, our business has grown and changed with the needs of our customers and the dynamics of the market. If one thing is true, it's that change is now the constant. We believe we have over 40 percent share in Oman. The other factors are DHL's presence in Oman for a long period and a workforce with 70 per cent Omanis, thus making us more of an Omani company. We’ve got four offices in the country now, with one each at Muscat, Sohar, Sur and Salalah. And we are still growing.

Tell us something about DHL’s express logistics center in Dubai?

DHL logistics center in Dubai is sort of a focal point for the entire Middle East. There have been a number of large investments there, as the center links directly to our transportations system hub to Europe, US and Asia, through to Oman and the rest of the GCC. And because of the pace of growth in Dubai, there are plans afoot to further expand this logistics center. We have also been significant investment in Bahrain for establishing a regional hub.

How does outsourcing logistics to DHL help the business community?

Businesses look at focusing more on their core areas of expertise and outsource logistics to a partner who has the necessary expertise and capability. This partnership can bring the latest and best practice at a fraction of the time and cost needed to develop it in-house. DHL Express can draw upon a global network of ideas and solutions across a diverse range of industries to develop the best “tailor made” client solution. Chances are if you’re thinking about it, we’ve possibly already done it in one of the 228 countries in the DHL network.

What about DHL’s Import Express services in Oman?

This is an exciting area and offers some real advantages to our clients. Oman is still fundamentally an importing country. Having recognised that, we started a service that we call Import Express. It’s a service where the cost of importation/transportation is agreed to locally in Oman; meaning you can control what you are paying. It also means that you are dealing with a local Omani company. You can have things under control.

What is the road-haulage business like in Oman?

I think road-haulage business is still dominated by a lot of unorganised players, as there are very low barriers to entry in this particular segment. So, anybody who can get a bit of money together or a loan together and get a truck can call himself a haulage operator. What is changing though is that people are recognising the difference between price and cost. I think the market will drive the need to streamline services. There’s possibly need for greater degree of regulation, and it doesn't have to be regulatory in the sense of licensing.

What are challenges ahead for the industry?

As the logistics and transport market grows and develops, it faces a number of challenges, like any other business. Quality is one area of DHL's focus. More and more businesses are adopting quality standards in a variety of areas such as health and safety, service departments and manufacturing process. At present, the quality focus in the Middle East tends to be inward but, in the future, quality-minded businesses will want business partners and suppliers to have similar standards. We have seen this occur in other markets around the world. Quality helps identify the critical difference between price and cost and adds increasing value to our business partners.

Security has become increasingly challenging over the last few years. Recent events have shown how quickly the bar was raised to higher level. This impacts the ability to transport goods across borders and the costs of compliance.
We have all seen how increasing price of fuel is reflected in all manner of products and services. This is especially so in the transportation industry where fuel is a direct and unavoidable cost. The challenge is to look for efficiency, economy of scale and “smarter” solutions to mitigate the rising fuel costs.

How does the future look?

The future looks exciting. We are fortunate to be working in one of the most dynamic regions in the world where growth and development are moving ahead at speed. We are looking forward to continuing our existing partnerships and establishing new ones.