DHL 1998 Annual Report Download - page 39

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Using quality programs to systematically expand our leadership
With our newly implemented mail logistics system in place, we topped our
prior record for speed in 1998. Delivering 95 per cent of all letters within
one day of dispatch, Deutsche Post also went on to take top honors among
Europe’s postal services. Our reliability rate – in other words, the percent-
age of letters being delivered by the second day at the latest – rose to 99.3
per cent. Our transmission time levels are measured every year by inde-
pendent testing and control institutes that use a million test items in a cer-
tified procedure. Quality standards that are relevant to direct marketing
are monitored in conjunction with customers.
Our mail and parcel carriers are the source of most addressees’first-hand
experience with Deutsche Post service. In keeping with the company-wide
trend, we were able to enhance service quality markedly in this area as well
in 1998. As a result, customer satisfaction with delivery service is currently
close to the top of our five-point scale. The fact that both our business and
our private customers turned in similarly positive assessments of delivery
service quality demonstrates that we’ve made substantial progress in
strengthening our customer-orientedness. Deutsche Post invests a consi-
derable amount of time and money in eliminating deficits in its address
files and in correcting addressing errors,an investment aimed at increasing
the percentage of correct deliveries beyond our current level of 98.3 per cent.
Our nationwide presence is visibly signaled by the new company uniform
that our carriers began wearing in 1998. Besides boosting our public image,
these uniforms foster our employees’ identification with Deutsche Post.
Making quantum leaps in automation and efficiency with the
world’s most modern logistics network
The last of our 83 new letter mail centers went online in the autumn of
1998, one year ahead of schedule. Our conversion to the new production
system was effected without any disruption in day-to-day operations.Since
we substantially undercut the planned investment volume and producti-
vity increased faster than anticipated, this DM 4 billion project will now
reach its break-even point much sooner than planned.
35
J+1 on annual average
1994 1995 1996 1997 1998
85.5% 89.1% 91.3% 92.9% 94.4%
100
90
80
70
60
Our International
Mail Center successfully
completed its initial
operating phase in 1998
Our new company
uniforms are visible
signs of our presence