Tag: DHL

Senior Customer Service Executive joins DHL Express (U.S)

Posted by | Apr 16, 2008 | |

DHL announced the appointment of Lisa Shardon as Vice President of Customer Relations for DHL Express USA. Shardon started her responsibilities with DHL late last year, and as head of DHL’s Customer Care group is accountable for enhancing overall customer satisfaction, managing the company’s customer care centers and driving improvement across DHL’s customer interaction channels. Shardon reports to Manny Fernandez, executive vice president of customer experience, DHL Express USA.

DHL is engaged in a comprehensive global effort to enhance all aspects of the customer experience, with a particular focus on key customer points of contact and is implementing cross functional initiatives to ensure a superior experience at every critical customer touch-point. Among other responsibilities, Shardon is helping to advance DHL’s online and offline service channels.

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DHL opens a new office in Murmansk

Posted by | Apr 16, 2008 | |

On the 6th of April DHL is opening its new office in Murmansk. The North-West of Russia occupies a special position on the country both in terms of economics and geography, representing a major point of interest for DHL to further develop its infrastructure. The opening of the new office will allow DHL to lay a strong foundation for the further improvement in the company’ s level of service to meet the increasing demand of customers in the Murmansk area.

Within the past few years, the North-West region has enjoyed extensive growth in shipment volumes. The number of customers has also increased. ‘The business situation in Murmansk and the Murmansk region requires us to provide the highest level of service’, says Daniel Kearvell, Area Manager DHL West Russia. ‘We opened our first office in Murmansk in 1996. Since that time our volumes have increased several times and we saw the necessity to open a new, modern office in Murmansk that could reflect our passion for quality and service excellence’.

The new office is equipped with a modern multi-channel telephone station that allows DHL customer service agents to answer all incoming customer enquiries with a 100 pct service level. An increased number of courier routes have made it possible to add an extra flight to Moscow and to serve various remote destinations in the Murmansk regions with DHL’s own resources.

DHL customers in Murmansk can take advantage of International and Domestic Time Definite and Day Definite deliveries across Russia and the world.

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DHL first in Asia Pacific logistics industry to implement ISO standards across entire business

Posted by | Apr 15, 2008 | |

DHL announced that its freight forwarding business unit, DHL Global Forwarding, has become the first in the industry to fully implement two of the International Organization for Standardization’s (ISO) best known standards – ISO 9001:2000 for quality management and ISO 14001:2004 for environmental management.

DHL Global Forwarding’s entire operation in Asia Pacific, covering over 200 facilities across 14 countries, has received the full certification and is now aligned to ISO 9001:2000 and ISO 14001:2004’s globally implemented standards for quality management and environmental management systems.

The ISO 9001:2000 certification emphasizes DHL Global Forwarding’s consistent quality management processes which it has established and continued to develop to increase customer satisfaction. DHL’s internal processes go beyond the basic conditions set by ISO and include key performance indicators for all functions, compliance checks and reviews and customer feedback mechanisms.

In addition to this, 5 pct of DHL Global Forwarding’s staff has been trained as Lead Auditors. They regularly conduct internal compliance audits to ensure the continued effectiveness of the system and identify opportunities for improvement in service excellence.

The ISO 14001:2004 certification means that DHL Global Forwarding has successfully met the requirements for environmental management systems, and confirmed its intention to operate in an environmentally sustainable manner.

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DHL in talks with India Post

Posted by | Apr 15, 2008 | |

DHL and state-run India Post are said to be in negotiations to form some type of joint venture that would allow DHL access to India Post’s huge distribution footprint reaching across the entire country, according to Indian media reports.

In exchange for this delivery network, India Post would benefi t from DHL’s technological and organisational capabilities. Although DHL already has a very signifi cant presence in the market through its ownership of air express operator Blue Dart, its network is confi ned to urban areas. Nor does Blue Dart have a presence in the North East of the country.

While the fast growing Indian market has piqued the interest of all the major integrators, the market’s immaturity presents signifi cant risks, especially its regulatory regime.

There are presently plans being discussed by the Indian government to regulate all courier and express operators as well as impose a double-tax on them to fund the Universal Service Obligation (USO) of the Department of Posts.

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DHL wins the 'choice of the year' contest in Belarus

Posted by | Apr 14, 2008 | |

DHL has become a winner in the ‘2007 No. 1 Worldwide Express Delivery Service’ category in the international ‘Choice of the Year’ contest, which took place in early April in the Republic of Belarus.

The contest’s main objective is to determine the highest quality products and services in the Belarus market. The status of the event as a worldwide competition allows for both international and local brands to run for prizes in the same contest.

The ‘Choice of the Year’ contest held in Belarus is distinct for its unique assessment method in determining winners. To ensure that objective results are obtained, the steering committee conducts an all-round evaluation of all products and services in the market (regardless of whether the companies who market these products and services participate in the contest or not). This is followed by an in-depth market survey, which assigns a general score to the company, with the scores allocated by consumers (taken from a direct survey of up to 1500 respondents) comprising 40 pct of the total. 30 pct of the general score is made up of expert opinion, while the remaining 30 pct is taken from the assessment of the advertising strategy of each competing company and the opinions of the jury and steering committee.

The annual review and validation of the study results of the ‘Choice of the Year’ competition is performed by the global auditing firm Deloitte.

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