DHL 2011 Annual Report Download - page 117

Good results achieved from growth and simplifi cation initiatives
Our Strategy  is intended to help us to unlock our full potential. We also want
to make it as easy as possible for customers to meet their logistics requirements. In 
we therefore introduced Group-wide initiatives aimed at “growth and simpli cation”.
 e initiatives generated very good results in the year under review.
We aim for growth in our core products that exceeds the annual growth of their
respective markets by one to two percentage points. Our Sector Management solutions
for customers in selected industrial sectors have been especially successful, as have
been our services tailored to the needs of fast-growing regions and customer segments.
Against this backdrop, we have created the new position of Chief Commercial Officer, who
oversees all cross- initiatives including our central key account management and
innovations.
With respect to the “simpli cation” part of our motto, we have succeeded in im-
proving internal and external processes alike. We have grown and at the same time
measurably increased customer satisfaction by focusing our business activities even more
intently on the advantages o ered by our comprehensive range of products and our
global presence.
Taking Strategy  to the next level
We adhere to our priorities of growth and simpli cation in implementing our
Group strategy, both on a divisional level and in terms of selected cross-divisional issues.
 e business strategies of the divisions provide the basis and are supplemented by the
following cross-divisional initiatives intended to increase the satisfaction of customers,
employees and investors:
• Chief Commercial O cer:  e newly created position of Chief Commercial Officer will be
geared towards the industrial sectors in order to reinforce customer centricity in all
 business units. Our goal is to provide excellent consulting in industry-speci c
solutions along with transparent, smoothly running processes at the customer in-
terface. Our account managers will be provided with the appropriate training and
central support to allow them to perform these duties with even greater success.
•  + : We are well positioned in the emerging economies of Brazil, Russia, India,
China and Mexico  +  and want to take advantage of the opportunities pre-
senting themselves in these markets. Each month, workshops are held to discuss and
make decisions on strategic and tactical procedure.  e workshops are supported
directly by the Group Board of Management.
• First Choice:  us far our Group-wide initiatives to enhance service quality and
customer centricity have focused on using uniform instruments to improve internal
processes in particular. We shall continue to develop additional components with
the goal of ensuring a uniform management philosophy to support decentralised
change processes and decision-making processes.
• Finance: In the area of  nance we plan to simplify processes and structures, inten-
sify our co-operation with business partners and increase application of the shared
services approach.  is will allow us to improve our e ectiveness and reduce our
 nance costs.
Business activities and organisation,
page 
Customers and quality, page  ff.
Strategy and goals of the divisions,
page  ff.
Business activities and organisation,
page 
Deutsche Post DHL Annual Report 
Group Management Report
Outlook
Strategic focus
111