Logistics Company for the world Analyze 2022

Company Background
DHL - the Logistics Company for the world
The DHL success story started with a revolutionary entrepreneurial idea. In 1969,
Adrian Dalsey, Larry Hillblom and Robert Lynn were the first to fly freight bills ahead of
ships and their cargo, dramatically speeding up customs clearance. Their pioneering spirit
and focus on customer needs created a whole new industry and these are still among the
most important features of our DHL brand
DHL commits its expertise in international express, air and ocean freight, road
and rail transportation, contract logistics and international mail services to its customers.
A global network composed of more than 220 countries and territories and about 275,000
employees’ worldwide offers customers superior service quality and local knowledge to
satisfy their supply chain requirements. DHL accepts its social responsibility by
supporting climate protection, disaster management and education.
DHL is part of Deutsche Post DHL. The Group generated revenue of more than
53 billion Euros in 2011. To cover all of customer extensive service needs with the right
level of focus and expertise, DHL operates under four specialized divisions, Express,
Global Forwarding, Freight, Supply Chain and Mail.
DHL takes its responsibility to society, to the communities in which they operate,
to their employees and to the environment seriously – so seriously that they were one of
the first companies to include corporate responsibility (CR) as an integral component in
their corporate strategy. Deutsche Post DHL aims to advance and promote sustainable
development, taking into account their specific business activities, our competencies and
the challenges their company faces.

First Choice Program in DHL
DHL launched its Group-wide service offensive First Choice at the beginning of
2007. First Choice is the worldwide service optimization campaign developed by DHL to
fundamentally change the way they do the business. The aim of First Choice is provide
customers with service excellent that last, thereby becoming customer’s first choice
among service provides.
The First Choice makes use of various tools borrowed from Six Sigma and Lean
methodologies. The so-called DMAIC cycle (Define, Measure, Analyze, Improve and
Control) is at the heart of the method employed by First Choice. DHL have been able to
improve their service performance significantly in a highly structured and systematic way
by using this method.
The focus of First Choice is putting customers first. DHL have developed process
to help them better understand the needs of customers and they have implemented
measures to increase and improve the level of customer focus within the company. Here
are some of the most significant benefits for the customers:
 High-quality processes and services geared toward customers' real needs
 Simplified and streamlined services and improved customer interfacing,
making communication and cooperation with the customer easier
 A holistic and systematic approach to solving and rectifying service-related
problems/shortcomings
 Tangible and quantifiable service improvements with added value for the
customer and the customer's business
 An enhanced customer experience that builds trust and strengthens customer
loyalty