Panalpina Annual Report 2011

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Success Factors
Quality, Security and HSE
A strong commitment to sustainable values
To exceed its customers’ expectations, Panalpina is focused on applying outstanding
quality and strong environmental performance. Consequently, it is steadily optimizing
its processes and improving its services to secure long-term success.
Panalpina’s robust business and quality control processes
greatly increase the value of its services and ultimately
the satisfaction of its customers. The responsibilities of the
Business Processes and Quality team extend throughout
the organization and are central to maintaining its culture
of responsibility and accountability and its close cooperation
with subcontractors. Key aspects of their efforts include
employee training and development programs, and facilitating
and monitoring the implementation of global standards
for measuring and ensuring the quality of the operational
service delivered to customers.
Employee training for quality improvement
In the past year, Panalpina continued its focus on quality
services by implementing Six Sigma methodologies
around the world. This was highlighted by the successful
completion of the first Lean Six Sigma Green Belt Training
at the facility in Basel, Switzerland. Fourteen Panalpina
employees participated in the training program, which is
based upon the PanCIP framework – the continuous improvement
methodology designed to actively drive process
improvement for Panalpina and its customers. In 2012,
the Green Belt Training participants will focus on a series
of quality improvement initiatives to address key elements
of Panalpina’s business processes or the specific needs of
certain customers.
In 2011, the Panalpina Project Management program,
PanPM, was expanded to include worldwide class room
trainings. PanPM started in 2010 as a common, standardized
project management methodology intended to streamline
project management across the organization. Over
the past year, almost 1000 Panalpina employees have participated
in the classroom, e-learning or introductory training
sessions on the PanPM methodology.
Customer engagement
Engaging with customers and obtaining feedback on
Panalpina’s performance continued as an important
goal in 2011. The results from previous surveys show that
Panalpina Annual Report 2011
quality and speed of service are the two most important
factors for Panalpina’s customers. Surveys such as these
play a critical role in informing process improvement and
customer relationship management efforts.
Streamlining information flows
In early 2011, the GlobaI Invoicing Speed and Quality initiative
began at Panalpina in selected business units
and departments. The expected benefits of this effort are
to eliminate defects, to issue and process invoices more
quickly and thereby to improve cash flow. Ultimately the
lessons learned can be passed on to customers as best
practices. This initiative is also built upon the PanCIP
framework and utilizes the principles of the Lean Six Sigma.
Panalpina Cargo 2000 Phase 1 certified
In 2011, Panalpina announced that the Group is now Cargo
2000 certified for Phase 1. Cargo 2000 is a three-phase,
multiple stakeholder industry initiative aimed at implementing
a quality management system for the worldwide air
cargo industry in order to improve efficiency. Phase 1 manages
airport-to-airport processes, and Phase 2 tackles
door-to-door shipments. Phase 2 certification is expected
to follow in 2013, in line with the roll-out of a strategic IT
initiative at Panalpina.
Recognition for outstanding performance
In 2011, a number of different units were recognized with
awards. During the eyefortransport’s 9th Annual 3PL
Summit held at Antwerp, Panalpina received awards in two
categories: Best European 3PL for Pharmaceutical, Healthcare
and Life Sciences, and Best European 3PL for Industrial
Supply Chain. Panalpina Greater China was named
the Molex 2010 Supplier of the Year. This is the first logistics
service award from Molex Chengdu and acknowledges
Panalpina’s continuous improvement in supply chain management
services, quality, delivery, cost control, and information
technology. In early 2011 Panalpina Poland received
the Market Leader in Sea and Air Freight Forwarding in