for internal use employee engagement across 200 borders and … · 2020-04-13 · employee...

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Name of the presenter

Employee Engagement across 200 borders and 4 business units18th HR Symposium with KPMG, Athens, 18 February 2015Stephan Münch, Certified Logistics Professional

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Agenda

Company Presentation

Employee Engagement with ‘Certified’

Continuous Improvement

Support from Internal Social Media

Lessons Learned

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18th HR Symposium | Athens | 18 February 2015

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Deutsche Post DHL

PosteCommerce

ParcelExpress

GlobalForwarding,

Freight

SupplyChain

Global Business Services

Corporate Center

DHL Customer Solutions & Innovation

> 480,000 employees> 220 territories

55 billion € revenue


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History

1989 Today

Globalisation &Portfolio-Extension

• Major Acquisitions – Global Mail (1998)– Danzas (1999)– DHL (2002)– Exel (2005)– Williams Lea (2006)

Privatisation & Modernisation

• Postal Reforms (1995-1996) – Deutsche Post AG– Upgrade of

Infrastructure

• IPO (2000)

Deutsche Bundespost


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Grow.

… to achieve sustainable above-market growth.

We expand in new segments …

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Leader in eCommerce related logistics

Accelerate footprint shift towards emerging markets

Tap new market opportunities for organic expansion

Connect.

… to achieve quality leader-ship & service excellence.

We connect across the organization …

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One global team

Certified specialists for everything we do

Connected approach in operations, commercial, green solutions and shared services

… to achieve industry-leading margins.

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Logistics as our core

Committed to the needs of our stakeholders & our planet

A family of divisions

Focus.We focus on what has made us successful …


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Aims of 'Certified’

Certified aims to:• Increase employee engagement

and satisfaction across the Group• Enable best in class service

quality and frontline knowledge • Leverage one management

approach and active leadership• Give each permanent employee an

individual curriculum to • Strengthen relevant knowledge • Develop better understanding

and pride for the business • Further DPDHL’s “Employer of

Choice” aspiration and visibility


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Success Story at DHL Express

Overwhelming response with a noticeable positive impact on employee engagement and customer satisfaction

• 100,000 Certified International Specialists

• All Modules available in more than 40 languages

• Delivery by 1,800 Express people that are trained facilitators

Facts & Figures around Certified International Specialists

2010 2013

785mn

79 89

68 79

69 80

1.13bn

EOS Results (EXP Global)

EBIT

Financial results

Customer Promise

Employee Engagement

Active Leadership

Introduction in 2010

‒ scale to 100 ‒

‒ in EUR ‒68 83Strategy


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‘Certified’ on all Levels

Level Target state

100% certified

>90% certified

>80% certified

>80% certified

Executives~1,900

Managers~10,000

Supervisors~70,000

Employees~400,000

Trainings

Leadership training

Global induction training (cross-functional welcome to company & country)

Function-specific training

Manager training

Supervisor training


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Agenda





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Development from First Choice to THE FIRST CHOICE WAY

Source: Corporate First Choice

Organization’s demand led to a more holistic approach; extending the framework to principle-based THE FIRST CHOICE WAY was logical

2006 - 2008 2009 - 2011 2012 & beyond

• Improve our processes with a structured and common approach to increase customer satisfaction

• Enable employees to improve processes in a customer oriented way

Six Sigma & Lean Methodology

DMAIC

• Anchor continuous improvement along all 3 bottom lines

• Gradually expand scope from processes to other dimensions (Mindset & Behavior; Organization & Skills and Performance Management)

Expanding scope to serve more holistic improvement

Organization & Skills

Performance Manage-ment

Processes

Mindset & Behaviors

LEAN House

Organization & Skills

Performance Management

Starting: Gemba, 5 S, Performance Dialogs, NPA

• Sustainably implementing a continuous improvement culture along all 4 dimensions within DPDHL

• Continue to support all 3 bottom lines and the Strategy 2020 aspirations of quality leadership and customer centricity

THE FIRST CHOICE WAY

WE are the most global

WE are the quality leader

We are most customer-centric

DMADV

DMAIC

DMADV

Customer


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THE FIRST CHOICE WAY in the organization

High levels of engagement & penetration in all divisions and regions

Source: Corporate First Choice; 1) Data as of September 2014; 2) Process Improvement Advisor and Advisor; 3) Master Bronze, Advisor and Senior Advisor figures are mutually exclusive , also they are certified figures while number of trained senior advisors and advisors are higher; 4) % favorable EOS score for DPDHL for Living First Choice;

Global presence

First Choice certified employees in almost every single country unit1):

•~27,000 certified Master Bronze3)

•~1,000 certified Advisors2) 3)

•~400 certified Senior Advisors 3)

GlobalImpact

• Customer satisfaction scores steadily improving

• Employee Opinion Survey results on First Choice improving, from 51% (2009) to 68% (2014)4)

• Revenue and cost impact significant and growing - in total >1,200 M€ cost savings reported since 2009

Global Progress

• ~22,000 Process Excellence Activitiesexecuted since 2008

• Numerous additional non-process focused TFCW activity, e.g. Performance Dialogsexecuted in 46+ countries

• ~600 TFCW Self-Assessments with Management Teams

As of Sep. 2014


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All Company Group


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Example ‘Certified’


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Example Continuous Improvement


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for internal use employee engagement across 200 borders and … · 2020-04-13 · employee...

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