Last Mile Logistics and Competitive Advantage: A Case Study of DHL’s Parcel shops and Parcel lockers in Germany

The study on last-mile logistics explores opportunities to improve DHL’s operations in Germany, with a focus on customer satisfaction, operational efficiency, and sustainability. The data was sourced from interviews with DHL customers, a logistics expert in Germany, and a DHL expert (Vice President in Sustainability). The research identified challenges such as missed deliveries, placing parcel lockers at long distances, limited delivery flexibility, and the need for data-driven service design and location-based strategies. Insights from a DHL expert highlight the electrification of long-haul trucks as their current focus on sustainability. The findings suggest that flexible delivery scheduling, optimized parcel locker locations, and sustainable operational practices can improve customer experience, delivery reliability, and strengthen DHL’s competitive advantage in the last-mile logistics sector.