Análisis de la Operación de Sales Pricing SSA en DHL Global Forwarding: Diagnóstico, Evaluación y Propuestas de Mejora

Abstract

Forwarding Colombia, where the Ocean Freight quotation operation was analyzed across the Spanish Speaking Americas region, which brings together thirteen Spanish-speaking countries in the Americas. The central problem identified was quotations in Overseas status, a condition that occurs when the QsApp pricing system does not have the information needed to complete a request and it has to be escalated to the local office of the corresponding country. Managing rates in international logistics chains requires available and up-to-date data; without it, commercial cycles get longer and competitiveness suffers (Bowersox et al., 2013). Based on the Master OFR Tracker for the first quarter of 2026, 4,495 cases in Overseas status were counted out of approximately 19,000 processed requests, with the most concerning rates in Colombia, Venezuela, and El Salvador. There are three main reasons behind these numbers. The system does not show clear rates for freight, pickup, and delivery. Each country uses different processes and manages them in its own way. Some cargo types are difficult to handle because there is no clear protocol for them. Each subsidiary operates differently, and this remains one of the most common obstacles to efficiency in multinational organizations (Bhardwaj et al., 2024). Based on these findings, concrete proposals were made. The goal was to standardize regional processes, adopt Email to Code as the single channel for requests, and document protocols for special cargo handling. All of these actions follow the digital transformation initiatives that DHL is driving globally (Christopher, 2016).