DHL 2014 Annual Report Download - page 18

 WE HAVE UNPARALLELED CAPABILITIES. We are the number one provider of mail and parcel
services in Germany and among the top providers for leading air and ocean freight logistics. 
Express is the world’s most international business, while our Supply Chain business is the largest
provider of third-party logistics solutions globally. We are who we are as a result of our dedication
and commitment.
 WE HAVE A GREAT CUSTOMER VALUE PROPOSITION. We invest in our network and expand it
where transport volumes are increasing. Our aim is to be internationally renowned not only as a
highly customer-centric company but also as leaders in quality. e fact that customer satisfaction
with our products and services is continuously rising in all divisions shows that we are achieving
this goal. Our mail transit times and parcel business are amongst the best in Europe. Furthermore,
the Net Promoter Approach allows  customers to rate our services immediately, which, in turn,
makes it possible for us to continuously turn feedback into improvements.
 WE HAVE PIONEERING IDEAS. Another strength of Deutsche Post  Group is our tremendous
willingness to innovate. In the Post - eCommerce - Parcel division, this is evident in our -
products, parcel recipient services, our own online shopping portal and the parcelcopter. In the
Express division, we have developed the Certied International Specialist training programme for
our employees − and will now launch the initiative throughout the Group. In the Global Forwarding,
Freight division, we expanded our portfolio of multimodal and temperature-controlled transport,
whilst in the Supply Chain division, our focus remains on developing innovative services for key
sectors such as Life Sciences & Healthcare. Our innovations are more than just new ideas. To us,
innovation is also about being willing to change things and continuously improve the way we work.
 WE ARE CONSTANTLY IMPROVING. For years now, establishing the First Choice methodology
ofcontinuous improvement within our organisation has been part of corporate strategy. Beyond
itstools and methodologies, the First Choice Way epitomises our ambitious goal of striving for
improvement every day.
 WE DELIVER GOOD RESULTS. Deutsche Post  Group reached the targets it had set for
nancial year . Although the global economy only registered cautious growth overall, the
Group’s revenue,  and operating cash ow all increased. e German parcel business and the
inter national express business continued to generate dynamic growth. Earnings in the Supply
Chain division likewise beneted from a high level of new business and continuing restructuring
Deutsche Post  Group —  Annual Report
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