DHL 2010 Annual Report Download - page 99
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We have de ned a number of performance indicators, such as safety, productivity
and inventory accuracy, which enable us to measure and monitor the quality of our
service. In , we achieved more than of our service standards worldwide.
A critical factor of sustainable success is consistent and high quality of service,
particularly during the rst months of a new customer project. In order to meet
customer expectations during this early phase, dedicated teams of project managers
in all the regions where we do business are trained in the leading methods of project
management and equipped with a set of standard tools.
Another key to long-term success is to constantly improve the quality and e -
ciency of our existing business. We completed more than , improvement projects
in the reporting year, many in co-operation with our customers. Guided by our Process
Improvement Advisors, measures were developed and planned for improving perform-
ance, simplifying processes and reducing costs. ese e orts saved more than mil-
lion, which we shared with our customers.
Brands
High brand recognition and a good reputation
As a globally operating service company, e ective brand management is amongst
the central elements of our strategy. High brand recognition and the good reputation of
our Deutsche Post and brands make us more attractive to shareholders, employees,
customers and suppliers and these qualities contribute to the nancial success of the
Group. According to a survey we conducted in December , the brand has
already achieved very high brand recognition amongst international express and
logistics decision makers.
. Brands and business units
Deutsche Post DHL
Division
,
Brand
Brand area
Deutsche Post
• Mail
Communication
• Dialogue
Marketing
• Value-Added
Services
• Press Services
• Philately
• Pension Services
• Global Mail
• Parcel Germany
• Express
• Global
Forwarding
• Freight
• Supply Chain
Sub-brand • Williams Lea
Deutsche Post DHL Annual Report
Group Management Report
Non-Financial Performance Indicators
Brands
85