DHL 2008 Annual Report Download - page 87

Deutsche Post World Net Annual Report 2008
Our freight forwarding business focuses on the customer
As freight forwarders, we measure the quality of our services above all in terms
of how satis ed our customers are. In , we surveyed more than , customers
in more than  countries, both online and by telephone, as part of our First Choice
initiative.  e results of the survey were incorporated into some  speci c improve-
ment projects. On the whole, our customers have observed signi cant improvements
in those areas in which they interface with us.
An average increase of  was measured in customer loyalty compared with
the previous year.
Frequently, we work out speci c improvements together with our customers.
For instance, we succeeded in reducing processing times for certain brokered activi-
ties from eleven to two days for one customer, which led to substantial cost savings on
both sides.
Once again, we received a number of awards in . For example, we were
named Freight Forwarder of the Year by Australian magazine Lloyd’s List  for
having improved our services through strict quality management and implementation
of our First Choice methodology.
In addition, the logistics magazine Supply Chain Asia named us Airfreight
Forwarder of the Year .
Focus on customer satisfaction reaps rewards in contract logistics business
Our top goal in terms of quality is to have satis ed customers with which we
maintain long-term, close business relationships.
 e key to good performance is having dedicated and motivated employees.
We intend to achieve this goal with a host of initiatives included in our First Choice
programme. To this end, we emphasise active occupational safety programmes at our
facilities, use a variety of measures to increase productivity levels, train our employees
in process improvement and manage projects professionally.
As a result of these and other programmes, we have reduced the number of work-
related accidents compared with the previous year. We held more than  process
improve ment workshops in the year under review in which employees and in some
cases customers analysed and improved daily work ows.  e overall employee satis-
faction level as measured by our employee opinion survey achieved a higher score than
in the previous year.
In the year under review, the Supply Chain Business Unit was able to renew over
  of existing customer contracts.
We approach our customers regularly and systematically in order to ascertain
their needs and their level of satisfaction. Our survey results show that in , more
than   of our customers named  as their  rst-choice provider.
GLOBAL FORWARDING/FREIGHT
in fi gures
Global Forwarding
• Countries and territories: > 150
• Locations: > 810
• Air freight volumes: 4.3 million tonnes
• Ocean freight volumes: 2.9 million TEU
Freight
• Terminals: > 160
• Transport volume: > 40 million tonnes
• Full truckloads: 2 million
Group Management Report
Non-fi nancial Performance Indicators
83