DHL 2010 Annual Report Download - page 98

 e operational safety, compliance with standards and the quality of service at our
facilities are reviewed regularly. In addition, around  locations have been certi ed by
the Transported Asset Protection Association , one of the world’s most renowned
safety associations.  e  rst facilities in North America were also certi ed in .
Further more, in an audit of the security facilities of our Leipzig hub,  Customs and
Border Protection  referred to them as exemplary in numerous respects. Forus,
the security of our customers, their shipments and our employees is and will remain
acrucial factor.
Customer proximity translates into competitive advantage in the freight forwarding
business
As a service provider, customer satisfaction is the litmus test of our business. In
, we again surveyed more than , customers in  countries, asking them how
satis ed they were with our products and services. Based on the results, we adopted
some , First Choice measures,  of which were put into action together with
our customers. We worked together with one key customer in the technology sector
to increase their in-plant logistics productivity by   whilst at the same time cutting
turnaround times from  to two hours, saving the customer around  , annually
at one location alone.
As at November , more than , sta members, including the entire manage-
ment team, had been certi ed in First Choice methodology. We intend to take advantage
ofthis in  and implement even more improvements for our customers.
 e uniform quality scorecard we implemented for our branches in the previous
year has now been all but instituted throughout the Global Forwarding business unit.
Our customers are recognising our e orts to improve quality. Amongst them
Huawei, a technology group, presented us with the Excellent Core Partner Award for
outstanding cross-sector services for the third time in a row. We were the only logistics
company to be given this award. We also won the Phoenix Trophy of E ciency for
improved customs clearance services in Brazil, an award that for  years had been won
by a local competitor. All in all, our customers attest to the fact that the quality ofour
products and services has improved. Customer satisfaction was up in many countries
compared with the previous year.
Customer satisfaction translates into competitive advantage in the supply chain business
Our goal is to lead the supply chain industry in practices and methodologies that
guarantee our customers the highest level of service and the most added value. We use
globally consistent processes in order to deliver replicable solutions and uniform high
service standards to our customers around the world. Our relentless drive to improve
our processes has paid o : customer satisfaction showed signi cant improvement based
on a customer survey in . Eight out of  customers con rm  as their provider
of choice in the supply chain business.
Strategic focus, page 
Deutsche Post DHL Annual Report 
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