DHL 1997 Annual Report Download - page 47

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Collaboration with Postbank
Deutsche Post expanded its business relations with Postbank
through a cooperation agreement signed in May 1997 and through the
acquisition of a 17.5 percent interest in Postbank.
The agreement defines sale and invoicing of Postbank products at postal
branches and the remuneration for these services. It stipulates further
that Deutsche Post is the exclusive stationary sales channel for financial
services offered by Postbank and its product partners for a period of at
least ten years. This collaboration with Postbank – Deutsche Post’s most
important external user – ensures, for the long-term, a high and pre-
dictable utilization of the branch network.
A number of new financial products – loans, investment funds and credit
cards – are scheduled to expand our product range in the future. With
Wüstenrot, a savings and loan association, and HDI, an insurance com-
pany, Deutsche Post in 1997 gained two powerful partners in the
financial service segment. Our primary goal, however, is to strengthen
Postbank’s core business – i.e., its savings and checking accounts
operations. Deutsche Post will employ specially trained sales people and
advanced EDP-sales systems to support sales activities.
An ongoing process of improvement
In 1997, our Postal Branch division began to employ the EFQM
for quality control. Initial results indicate that we are making progress
toward developing total quality awareness. Measures implemented to
date and aimed at increasing the quality of our services include flexible
opening hours, shorter waits for customers, better advice to our
customers and modern appearance of our branches.
Looking to the future
In 1998, we will mobilize our staff through intensive training
programs to be even more focused on customers and their needs. In
Postal Branches
44
Divisions