DHL 1997 Annual Report Download - page 29

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quality, to operate efficiently and economically and to maintain the
competitive edge in production. The latter was achieved with the new
logistics network equipped with 83 state-of-the-art letter processing
centers. Second, the strategy focuses on opening new market segments
employing innovative, value-added products and services.
On the way to becoming a high- tech business
The Letter Mail division in 1997 systematically expanded the use
of the latest technology. These initiatives ranged from automating letter
processing activities to using new technologies for the electronic mail
service ePost. The number of letter processing centers rose from 26 to 58
during 1997. As a result, Deutsche Post is nearly fully equipped with
state-of-the-art production systems, especially in Germany’s metro-
politan areas. Another 19 processing centers are targeted to begin
operation in 1998. The project “Brief 2000”, in which about DM 4 billion
was invested, will be completed a year ahead of schedule.
The employment of innovative technology in production ensures
continual gains in service quality and operational efficiency. Letter
delivery time was further reduced in 1997, setting a new record with a
1.6 percent improvement; 92.9 percent of all letters were delivered the
day after mailing. The use of enhanced OCR technology was also a
factor in this performance.
The increasing use of technology throughout Deutsche Post has gone
hand in hand with rising skill levels among employees. Satisfied
customers, dedicated and highly skilled staff and cost-optimized
processes are the three objectives targeted by the QuiB-quality
program. As part of this program, 770 “quality teams” were formed
all over Germany during 1997 to optimize operations on-site, raise
efficiency and enhance the quality of customer-oriented services.
Letter Mail
26
Divisions
Letter Mail net revenue
1996 1997
19,210
0
5,000
10 , 0 0 0
15,000
20,000
25,000
19,757
Letter Mail volume
1996 1997
19,556
0
5,000
10,000
15,000
20,000
25,000
20,023
in DM millionsmillions of items