Workplace Discrimination and Harassment: Impact on Quality of Service Delivery - A Case Study of DHL

This case study explores the impact of workplace discrimination and harassment on the quality of service delivery at DHL. It examines the factors of discrimination, the existence of policies to report discrimination, and the experiences of employees. The study also suggests steps that DHL management can take to eliminate discrimination and harassment.

Workplace discrimination and harassment and
impact on quality of service delivery - A case
study of DHL

Table of Contents
INTRODUCTION...........................................................................................................................1
QUESTIONNAIRE.........................................................................................................................1
REFERENCES................................................................................................................................4

INTRODUCTION
Discrimination & harassment at workplace are major factors which impact on psychology
of employees and their productivity. It includes the situation of creating problems for few of
individuals which impact on their daily performance (Ahmed, Yousaf and Asif, 2019). In context
of this assignment, it is based on DHL company which is known as an Amrican German courier,
parcel and express mail service. It was founded by Adrian Dalsey, Larry Hillblom and Robert
Lynn in the year around 1969, almost 51 years ago. This report will focus on workplace
discrimination and harassment and impact of quality of service delivery.
Discrimination refers to a treatment or consideration by distinct behaviour to make them
feel less than others in different aspects (Lowe and Hayward, 2016). It can be done on the basis
of several factors like racism, community, gender, skin colour etc. In context of given
organisation, discrimination and harassment impact negatively on quality of performance and
service delivery to customer which is not favourable for profits & goodwill of DHL company.
QUESTIONNAIRE
Close ended questions
Q1. Do you about the basic understanding about discrimination and harassment of work place?
 Yes
 No
Q2. What is your current position in you organisation?
 Contract workers
 Human resources
 Intern
 Business associate
Q3. According to you, what are the factors of discrimination in DHL company?
 Religion
 Skin colour
 Gender
 All of the above
Q4. Is there any policy which is helpful to report discrimination and harassment?
 Agree
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 Disagree
Q5. As per your opinion, who sexually attempt to harassed you?
 Boss
 Colleague or peer
 A sub ordinate
 Other
Q6. What kind of sexual harassment you have experienced in DHL company?
 Unwanted touching
 Obscene images
 Gestures of sexual natures
 Lustful staring
Q7. How do you realise about discrimination exist in your organisation?
 Behaviour of superiors
 Salary & wages
 Opportunities from growth
 Ignoring complaints by managers
Q8. What kind of discriminated behaviour have you ever observed in daily working?
 Abusive language by seniors
 Spreading misinformation
 Practical jokes or teaching
 Others
Q9. What did you do in your work environment while facing harassment in an organisation?
 I kept quite
 I reported to human resource
 I left the organisation
 I warn the harasser
Q10. Have you ever tried to complaint about discrimination and harassment to top level
management or legal authorities?
 Yes
 No
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Open ended questions
Q1. How will your work get affected through discriminated behaviour of other people in DHL
company?
Q2. Do you ever realise that quality of service delivery reduced due to harassment with
employees in you organisation?
Q3. According to you, what are the steps should be taken by management of DHL company to
eliminate the factor of discrimination and harassment at work place?
Q4. Is working environment get disturbed by harassment and affect your daily productivity?
Q5. Have you ever received effective training that covers policies related to discrimination and
sexual harassment?
Q6. What is your knowledge level regarding incident of harassment and discrimination when an
employee reports about the same and next steps of management?
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REFERENCES
Books and journals
Ahmed, B., Yousaf, F.N. and Asif, U.E.R., 2019. Combating Street Harassment: A Challenge for
Pakistan. Women & Criminal Justice, pp.1-11.
Lowe, A.R. and Hayward, B.J., 2016. Aviation Resource Management: Volume 2-Proceedings of
the Fourth Australian Aviation Psychology Symposium. Routledge.
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