DHL 2002 Annual Report Download - page 77

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76
Expansion of information technology and risk management
Information technology and risk management were the focus of our investments in
2002. The first module of the standard software for banks that we developed together
with SAP was implemented in November. This module facilitates the management of
customer master data. We have completed the development of and successfully tested
an additional module for account management, which will be implemented in 2003.
The new software enables us to process large numbers of accounting entries quickly
and cost-effectively. We are also improving our IT architecture in the area of multi-
channel banking. In the future, we will offer our customers a uniform range of services
via all sales channels while still leveraging the individual strengths of our retail outlets,
the Internet and the telephone. In addition, we implemented new risk management
instruments in the areas of foreign currency, securities trading and the lending business.
Competence center created for financial assets
In the spring Postbank Financial Services GmbH (PFS) in Frankfurt am Main com-
menced operations. With this step, we are continuing to develop our expertise in the area
of portfolio and asset management and are concentrating capacities that were previously
spread across different locations close to the stock exchange in Frankfurt. PFS advises
and manages our public and special funds, develops new investment products and
assumes an active role as the Group’s financial service provider. At the same time, we
have concentrated our risk management activities for the money, foreign currency and
capital markets in Frankfurt. This will allow us to realize synergies from the in-depth
information exchange that occurs between portfolio managers and risk managers.
Our retail outlets: addresses for one-stop-shopping
Every day, we serve two to three million people in our retail outlets – the outlet net-
work is thus an important element in our multi-channel strategy. The following table
contains additional facts about our outlets. Their traditional product range has been
Retail outlet network: trends
2001 2002 Change
in %
Retail outlets number 12,818 12,683 -1.1
Average weekly opening hours (per outlet) in hours 42 42
Proportion of customers served
in open service outlets in % 78 80
Employees in retail outlets headcount 45,000 41,300 -8.2
Own retail outlets headcount 23,300 21,900 -6.0
Partner outlets headcount 21,700 19,400 -10.6
Customer satisfaction with retail outlets
Subjective satisfaction 1)
(customer survey) in % 84 2) 81
Objective satisfaction 3)
(EMNID test customer satisfaction survey) in % 9089
1) Customer survey
2) Value from IPSOS study adjusted to Kundenmonitor survey
3) Test customers