DHL 2013 Annual Report Download - page 35
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Objectives and strategies
CORPORATE STRATEGY
Strategy – our Group-wide framework
In , we introduced our Strategy , which represents the Group-wide frame-
work for our vision, mission, values and objectives. Our guiding principle is to remain
the postal service for Germany and to become the logistics company for the world. e
mission associated with this principle reects our values and customer promise, namely:
We want to make our customers, employees and investors more successful, we
always show respect, without compromising on results; we make our customers’ lives
easier and we want to be a part of making our world a better place in which to live.
To this end, our strategy pursues three key objectives: we want to become the provider
of choice for customers, the employer of choice for our sta and prospective employees
and an attractive investment for shareholders. Our progress is routinely measured using
indicators relevant for internal management.
In the reporting year, signicant progress was again made on a Group-wide basis.
is is reected, for example, in customer satisfaction rates, the results of our annual
employee opinion survey as well as the development of key nancial gures such as ,
and operating cash flow. Our ranking in “Fortune World’s most admired companies
” also reects how satised customers and employees are with Deutsche Post DHL:
we come out top in our industry.
In we shall focus primarily on increasing protability and generating cash.
. Strategic approaches
Innovations Infrastructure Go to market
,
Group-wide initiatives
Divisional focus
Unified corporate culture
Group-wide initiatives complement business strategies
Our divisional business strategies are supplemented by Group-wide strategic initia-
tives which we use as levers to help us achieve our goals. One example is Customer
Solutions & Innovation . In the reporting year, this unit strengthened our sector
management and, in conjunction with our customers, developed sector-specic products
and services.
Our First Choice management approach helps us to continuously improve
intern al processes. Group-wide, over , employees have now been certied in
this methodology.
Group management, page f.
Customers and quality, page ff.
Employees, page
Results of operations, page ff.
31Deutsche Post DHL 2013 Annual Report
General Information
Objectives and strategies
Group Management Report