Annual Report 2010 (PDF, 5.2MB) - Panalpina Annual Report 2012

Sustainable Growth
Quality, Security and HSE
Sustainability on 6 continents
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Panalpina approaches its commitment to quality, service and environmental
performance with a focus on continual improvement, to always meet and exceed its
customer’s expectations.
Quality of service is paramount
Panalpina’s success depends on how well it serves its
customers. This responsibility extends throughout the
organization and across the globe and is embodied in its
employee training and development programs, its culture
of responsibility and accountability and its close cooperation
with its vendors and subcontractors. The Business
Processes & Quality team facilitates and monitors the
implementation of global standards for measuring and
ensuring the quality of the operational service delivered
to customers. In 2010, a total of 132 internal and 76 external
audits were carried out in support of the corporate
quality initiative.
Panalpina enhanced its focus on quality services by implementing
Six Sigma methodologies in key countries of
our network, leading to significant time and cost savings
by virtually eliminating the waiting for packing processes
at a US warehouse, and in another example a 50 % reduction
of the cycle time for cargo at an air freight warehouse
in China.
Another element of Panalpina’s approach to quality management
is the continued expansion and improvement
of the Integrated Management System (IMS) – a repository
for information regarding its business processes and
standards. There are regular audits of Panalpina’s facilities
around the world to ensure compliance with its global
Quality Management System. In 2010, the facilities in over
ten countries received ISO 9001:2008 certification. All
Panalpina locations across the globe are now ISO certified.
Embracing a unified project management methodology
In order to further improve our management of customer
on-boarding and large business projects, a formal project
management system, PanPM, was designed in 2010 and
will be implemented across the company in 2011. An enterprise-wide
view recognizes that in most instances customer
projects as well as internal projects are cross-functional,
affecting multiple organization units. Of course, Panalpina
already has a high number of experienced project managers,
and this initiative is designed not only to support a common
project management culture among them, but also to
broaden awareness among other stakeholders and project
participants. There is also a particular focus on the effective
control of project-related costs, time and resources
in order to minimize risks and at the same time improve
performance.
Engaging with customers
Engaging with customers and obtaining feedback on
Panalpina’s performance continued to play a central role
in 2010. A set of standard questions were included in
more than 20 local surveys, allowing a comparison between
countries and setting a baseline for future trend
analysis. This approach will be continued and expanded
in 2011.
Initial results show that quality and speed of service are
the two most important factors for Panalpina’s customers.
The company takes pride in the fact that its customers
generally rated Panalpina better than the market for both
of these criteria and also recognized the outstanding attitude
of our staff.
Recognitions for outstanding performance
In 2010, a number of different units were recognized with
awards. Panalpina Brazil was awarded the Fenix trophy
for 2010, as the best forwarder at Viracopos Airport – VCP.
The trophy is awarded based on a survey undertaken
among customers and foreign trade local representatives.
It also received two awards from Infraero – the governmental
agency controlling Brazilian airports – for leading
the rankings as most efficient company in two industry
sectors. In Colombia, Panalpina was certified for its HSE
management system by the Colombian Safety Council
(CCS). Panalpina Singapore received a plaque of appreciation
for its excellent logistics services in the years 2008
and 2009. In late 2010 in Madrid, Spain, Panalpina Spain
was recognized for its outstanding cooperation in logistics
services during the 2010 edition of the Huawei Partner
Conference. In Switzerland, Panalpina ranked 19 out of
Panalpina Annual Report 2010