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Non-fi nancial Performance Indicators Group Management Report
Deutsche Post World Net Annual Report 2007
We also apply environmental criteria to the purchase of vehicles. Our focus here is on
fuel consumption and emission class in accordance with the EU classi cation.
Working together with customers and suppliers
We have stepped up our co-operation with our internal business partners. e First
Choice programme was rolled out throughout Procurement. is Group-wide pro-
gramme, which aims to enhance our customer relationships, has already given rise to
several initiatives. It is driving our endeavour to understand and satisfy our partners’
requirements more e ectively.
Procurement regularly reviews key suppliers’ service quality with its business part-
ners in order to identify potential weaknesses at an early stage and arrange suitable
improvement measures with the suppliers. is has enabled us to substantially raise
both the quality of services and our internal customers’ satisfaction.
Quality
Technological leadership in mail
We reach our customers in Germany via a nationwide transport and delivery net-
work. At the heart of this network are 82 mail centres processing an average of around
seventy million items per working day and 33 parcel centres with a handling volume
of around 2.5 million units per working day. e extent of automation in our mail
business continues to rise; we pushed up the rate from 89% of items in 2006 to more
than 90% in the year under review.
We use all available technical and operational options to ensure high-quality and
e cient mail processing. In 2007, we tested new machines in our mail centres. ese
are now capable of sorting at mail (large letters), achieve almost three times the
throughput of current machines and o er enhanced functionality.
Regular market research and the focused processing of complaints tell us that our
customers expect us to achieve the highest possible quality standards. e criterion
they apply to evaluate the quality of our services is whether mailed items reach their
destinations quickly, reliably and undamaged. To satisfy these requirements, we
manage quality according to a system audited by the Technischer Überwachungs-
verein (TÜV – German technical inspection association) and certi ed for compliance
with ISO every year. We also have our performance evaluated by Quotas, a quality
research institute.
In the year under review, we once again achieved the excellent mail transit times
posted in 2006. In Germany, over 95% of the letters posted during our daily opening
hours or before the nal collection are delivered to their recipients the next day.
MAIL in fi gures
■ Private customers: 39 million
■ Business customers: 3 million
■ Letters in Germany: 70 million
per working day
■ Parcels in Germany: 2.5 million
per working day
■ International items
transported: 7,457 million
■ Production facilities: 162