WEBZINE - CxO
WEBZINE - CxO
WEBZINE - CxO
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Raad der wijzen<br />
Redactie <strong>CxO</strong><br />
www.cxonet.be<br />
Is your company in good shape?<br />
U wil reageren? Stuur een e-mail naar<br />
we.listen@cxonet.be<br />
14<br />
Webzine for<br />
executives &<br />
decision makers<br />
Performance Management<br />
MEI / JUN ISSUE<br />
2011 92<br />
Performance management is a set of processes which should allow your company to optimize its<br />
performance.<br />
What is your companies’ performance?<br />
How do you measure the performance?<br />
What do you do with the information gathered?<br />
And for what purposes do you use the results?<br />
Jean-Claude DELEN<br />
General Manager<br />
DHL Global Forwarding<br />
In order to determine our companu’s performance,<br />
DHL Global Forwarding always considers three main<br />
groups of interested parties that are all affected by<br />
changes in performance:<br />
- our customers<br />
- our investors<br />
- our employees.<br />
A company can be considered in good shape if it is<br />
able to increase its performance in a balanced way, simultaneously<br />
lifting the overall degree of satisfaction<br />
of these three main groups to a higher level.<br />
Our performance is measured by extracting data from<br />
our operational systems and is presented to customers<br />
and employees through various types of scorecards.<br />
Results are analyzed on a daily or monthly basis for<br />
areas of potential improvement after which operational<br />
processes are reviewed and enhanced by using<br />
First Choice, a corporate program based on Six Sigma<br />
methodology. Key factors for successful process improvement<br />
are sustainability and people engagement.
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