DHL 2012 Annual Report Download - page 103
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division
In , we introduced our strategic programme, which involves four areas:
• Employee motivation: Our employees are very important to us and constitute our
main competitive advantage in retaining current customers and winning new ones.
e Certied International Specialist training programme ensures that all
our employees have the requisite knowledge of the international express business
at their disposal. In the year under review, we added new modules such as “ security”
and “customer service”. Training is carried out for specic functions as well as on a
cross-functional basis. is adds to mutual understanding and reinforces the team
atmosphere and loyalty to the division. In addition, we regularly honour employees
who have proved to be International Specialists through special achievements.
• Service quality: Our strengths lie in the proximity to our customers and our ongoing
improvement. We are optimising our workows to make us the provider of choice
when it comes to speed, reliability and cost-eciency. At our quality control centres,
we track shipments globally and adapt processes dynamically to enable us to guar-
antee quick delivery, even in the event of unforeseen circumstances. Reliability and
speed are vital to our position as experts in international shipping.
• Customer loyalty: e customer is always the focus of attention of our approximately
, employees. We place great value on customer opinion and make it as easy
as possible for our customers to give feedback on our performance, whether via
conventional customer service or in-person surveys. Moreover, we use our First
Choice methodology
to constantly review customer behaviour and customer response
and to draw the necessary conclusions, starting with the customer’s very rst contact
with the call centre, internet site or sales sta all the way to delivery of the shipment
to the recipient and nally to invoicing.
•
Profitability:
To ensure a stable earnings contribution and growth over the long term,
we make sustainable investments in our business. We are expanding our hubs and
gateways so that we can respond to volume growth. We are adding to our aircra
eet to oer customers additional and faster ight connections. Moreover, we con-
tinually monitor costs, improve processes and structure our prices as required by
economic factors. Detailed reporting systems supply us with the relevant data and
thus support protability management at all levels and in all countries.
Strategic focus, page
Deutsche Post DHL Annual Report
Group Management Report
Outlook
Strategic focus
99