DHL to roll out ‘First Choice’
DHL Global Forwarding announced plans to roll out the Group-wide program called ‘First Choice’ – a customer-centric quality program.
DHL Global Forwarding announced plans to roll out the Group-wide program called ‘First Choice’ – a customer-centric quality program.
‘First Choice’ is aimed at driving organic growth by building strong customer loyalty. Employees are at the heart of the First Choice program, taking the lead in the organisational shift toward superior customer orientation.
Anita Gupta DHL Asia Pacific / EEMEA said that First Choice is the Deutsche Post DHL (DP DHL) global initiative, which will transform the way DHL does business and gives employees the tools to consistently deliver superior service. It will help DHL to become and remain the First Choice for all our customers. First Choice is a systematic and sustainable approach to enhance service delivery processes and increase customer satisfaction. It is comprised of a set of tools and practices taken from Six Sigma and LEAN, adapting for instance the DMAIC methodology. DMAIC is used to improve existing business processes that affect customers by reducing the number of errors or defects in a process. It is an acronym for Define, Measure, Analyse, Improve and Control.
“First Choice is about keeping our promise of quality and delivering service excellence to customers in order to be the preferred logistics partner in the industry. This is a powerful initiative which has transformed the way we do business and it starts with every single employee, putting the customer’s interest in the centre of everything that our employees do”, said Amadou Diallo, CEO, DHL Global Forwarding South Asia Pacific.
“I am delighted that DHL Global Forwarding Pakistan will be rolling out the program this year, I am confident it will deliver even higher levels of customer satisfaction, and cultivate a culture where excellence and constant improvement are second nature,” he added.
Amadou Diallo further said that the First Choice methodology was initially tested and improved in eight pilot projects. Since the test phase was concluded at the beginning of 2007.
