DHL 1998 Annual Report Download - page 23

Download and view the complete annual report

Please find page 23 of the 1998 DHL annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 93

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93

19
RETAIL BRANCHES/ FINANCIAL SERVICES
Diversity and greater customer-orientedness are the hallmarks of our
new retail branch concept. By combining a variety of concepts, our new
retail outlet/sales strategy targets customer-oriented services and the use of
state-of-the-art IT-supported processes. Our retail branch network is being
modernized and optimized on an ongoing basis.
Quality – A vital performance factor
Deutsche Post’s letter and freight mail logistics system offers first-class
service quality that tops the international scale. Our systematic quality
campaigns were energetically continued through 1998, and we were able
to top our transmission time records once again. Together, the smooth
interplay between our new, state-of-the-art letter mail centers, optimized
transport tours and night air-mail flights, and a professional delivery
system further improved the prerequisites for our already outstanding
letter mail transmission times. Within Germany, 95 out of every 100 letters
reach their addressees in just one day (speed: J+1). Ninety-nine per cent of
all letters are delivered within two days (reliability: J+2). Our parcel mail
service has also set new records, with transmission times averaging only
1.1 days. We were also able to increase customer satisfaction with our
retail outlets in 1998. This trend has been documented by a number of
sources including the “Deutsches Kundenbarometer.”
Deutsche Post Express GmbH has also received outstanding marks in
independent comparative tests.
Our current quality activities focus on customer interfaces in particular.
Our company-wide quality management system fundamentally follows the
integrated quality approach and methodological evaluation procedures
used by the European Foundation for Quality Management (EFQM).
Growth strategy and service development
Increasing economic globalization in general and the European integration
process in particular have had an enormous impact on international
communications, transport and logistics markets. Economic regions are
rapidly converging and cross-border business is on the rise. As a con-
sequence, corresponding transport and logistics services are also becoming
increasingly important.