DHL 2006 Annual Report Download - page 20
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Business and Environment
Strategic strengths
First Choice
Most of our business is network-driven. e structure, reach, and cost of a network
are driven by the targeted level of service quality, while its protability depends on
capacity utilization. Protability is good when operating business grows. In turn, growth
can only be achieved through outstanding service geared to the needs of our customers.
Hence, the aim of our Group-wide First Choice program is to establish customer focus
within our company in such a way that it generates protable organic growth.
We aim systematically to improve our performance and to use it as a tool to foster
even greater loyalty among our customers. In preparation, we conducted a number
of pilot projects in . At the start of , the program was launched throughout
the Group: In the next two years, it will encompass over , individual projects
focused exclusively on improving our quality even further.
In , we will introduce the program within the Group, support it with eective
communications and foster our employees’ commitment to it. e goal is to provide
rst-class services in all key areas in which we are in contact with our customers,
thus enhancing our Deutsche Post, DHL and Postbank brands and boosting our
performance.
Dedicated employees
Above all, the program will mobilize our over , employees. It is designed to
embed customer focus deep into our corporate mindset and will as a result have a
lasting impact on the way we do business.
In the service industry, the conduct and attitude of employees determine the success
of a company’s business. For this reason, we have devised special training programs
in which employees at all levels will take part. We aim to bring home to them our
aspiration of not just meeting customers’ expectations, but actually exceeding them.
Alongside intensive training courses, the program comprises a Group-wide rewards
and incentive system.
Customers
“In recent years, the Group has built up a unique platform
on which to support its customers worldwide with services
in the management and transportation of mail, goods
and information. Between 2006 and 2009, we have set
our sights on using this platform even more effectively
and profitably. The lever by which we aim to achieve
it: quality!”
Employees
Dr. Klaus Zumwinkel, Chairman of the Board of Management
16
Deutsche Post World Net Annual Report 2006