DHL 1997 Annual Report Download - page 60

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Central w orks agreement on quality management
In light of how very important service quality is for what is,
after all, a service enterprise, we negotiated a central works agreement
with employee representatives to ensure high service quality at
Deutsche Post. This agreement will serve as the basis for future quality-
management activities in all areas of the corporation.
In the personnel field, quality-enhancing activities focus on providing
further training and on optimizing core processes. Initial reverberations
of these projects are already evident throughout the company.
57
Affixing routing codes at the coding station of a freight processing center