Panalpina Annual Report 2011

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Success Factors
Industry Verticals
Sharpening the focus on customer needs
Panalpina concentrated on the special division Panprojects and nine core industry
verticals in which it provides industry-leading expertise and tailor-made customer-
specific solutions. In 2011 these ten centers of expertise further strengthened their
know-how and gained new businesses.
Healthcare
The healthcare industry saw increasing demand for
end-to-end supply chain solutions. In developed countries,
there was continuing pressure on costs as well
as on regulatory aspects and quality control. Not only
did Panalpina become one of the world’s biggest Qualified
Envirotainer Providers in 2011, but it is now recognized
as one of the leading companies in terms of endto-end
cold chain solutions.
Customer needs:
� Temperature-controlled services
� Direct delivery to pharmacy, patient or hospital
� Warehousing, distribution and packaging services
� Zero defects in supply chain
Telecom
2011 saw a significant investment in telecom infrastructure,
which resulted in positive volume growth. Orders
from new telecom operators in emerging markets (Latin
America, Africa, Middle East) came atop higher volumes
in existing accounts. The outlook for 2012 remains stable
in terms of volume but price erosion is to be expected.
Customer needs:
� Aftermarket and repair services
� Enhanced and innovative last mile solutions
� Warehousing and distribution services
� Order management with IT integration
Panalpina Annual Report 2011
www.panalpina.com / iv
Consumer and Retail
Growth was fueled by fast-moving global consumer
brands and by large and medium-size retailers. Asia
remained an important market not only from a sourcing
point of view but also in terms of consumer demand.
In addition, though, established markets such as North
America or Europe will remain important, particularly
with regard to purchase order management and end-toend
milestone tracking.
Customer needs:
� Purchase order management with IT integration
� Vendor management and integration
� Sophisticated buyer consolidation services
� End-to-end milestone tracking
Panprojects
The project business for the petrochemical and process
sector was flat, but previously awarded contracts continued
from prior years. The upturn in the global mining
industry provided the bulk of the work. In a difficult
market Panalpina achieved operational excellence while
meeting high health, security, environmental and compliance
standards. The goal is to expand investments,
including into Sub-Saharan Africa.
Customer needs:
� Worldwide coverage
� Integrated turn-key solutions
� Fast and secure shipments for bulky and oversized
goods