Annual Report 2012 pdf (5 MB) - Deutsche Post DHL

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strategic focus, page 102
Since we strive to a make sustainable improvements, we follow the First Choice
Way, which takes our successful First Choice methodology one step further and is based
upon the principle of continuous improvement. It is being entrenched in all our business
processes, in performance management as well as in employee and organisational
develop ment. In 2012, we trained an additional 5,700 employees in the First Choice Way
and completed 274 improvement measures, around one third of which were centred
around a specific customer.
Many customers have confirmed that they appreciate our process of continuous
improvement and benefit directly from it. For instance, our long-time customer
Colgate Palmolive Andina honoured us as their best co-operation partner. The Chinese
technology group Huawei has bestowed us with the “gold” award for the fifth time as a
result of our successful co-operation with them.
In our competence centres around the world, we have set up so-called “performance
dialogues” for the Automotive sector. One example of these dialogues led to an increase
in on-time deliveries from 60 % to 100 % for a customer in this sector, which exceeded
their expectations of 90 %.
In the Asia Pacific region, we started the Flexi-tank initiative to offer solutions
to customers in the Chemicals and Energy sectors that allow the shipping of large
quantities of non-hazardous liquids.
The DHL road freight subsidiary in the USA, Standard Forwarding, received the
status Partner in the Achieving Excellence Programme from John Deere, the global
leader in agricultural technology, for the seventh year in a row. The company rates its
suppliers based on quality, cost management, performance, technical support and speed.
Quality translates into competitive advantage in the supply chain business
In line with our Strategy 2015, we also want to be the provider of choice in the
SUPPLY CHAIN division. We therefore implement practices and methodologies that
provide our customers with the highest level of service and the most added value. We
use globally tested processes to allow us to offer our customers everywhere comparable
solutions and uniformly high service standards.
In order to measure and monitor the quality of our service, we have defined a
number of performance indicators. These include safety, productivity and inventory
accuracy. In 2012, we again achieved more than 95 % of our service standards worldwide.
Eight out of ten customers surveyed confirmed that DHL is their provider of choice in
the supply chain business.
With our Path to Quality programme, which we introduced in 2011, we are constantly
improving the already high quality of our services and thus ensuring the consistency,
transparency and simplicity of logistics processes. Customers recognise the
benefits of the results achieved using the Path to Quality system.
Deutsche Post DHL Annual Report 2012