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 Company: DHL Express, College Park, GA
Company Description: DHL is the global market leaders of the international express and logistics industry. With an international network that links more than 225 countries and territories worldwide, the company employs over 300,000 people dedicated to providing fast and reliable services that exceed customers’ expectations.
Nomination Category: Human Resources Categories
Nomination Sub Category: Best Human Resources Team
Nomination Title: DHL Sales Training Team
- Tell the story about what this nominated team achieved since January 1 2007 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
THE SITUATION
DHL is the global leader in the transportation and logistics industry. In the
U.S., DHL Express challenges the pre-existing duopoly and offers a third
choice to consumers. To maintain a strong footprint in the U.S. market, and
retain its global leadership position, DHL must build its U.S. network and
grasp a bigger share of the world’s biggest commercial market place.
THE CHALLENGE:
DHL must improve sales turnover.
THE TASK:
To improve sales retention by providing a sales training solution to support
DHL as an employer of choice for both new sales candidates, and current sales
employees. The solution needs to be accomplished through its Talent Management
initiative called GET, KEEP and GROW, where sales training would impact the
KEEP and GROW elements of the strategy.
ACTIONS:
The HR Sales Training team executed a “Certification Program” - a blended
learning approach consisted of three phases of intense sales certification
(training) for both sales and sales management. Administered through DHL’s new
online Learning Management System (LMS), the Certification Program included
courses for DHL sales employees in various stages of their career. The
Certification program ranges from fundamental courses for new sales hires, to
advanced business courses for National Sales Managers and the DHL Sales
Management team.
OBSTACLES TO SUCCESS:
A tight budget, limited resources and time. The team overcame significant
pressures and challenges by first securing senior level sponsorship and
support, then quickly executing the plan to develop both its trainers and
curriculum in-house.
THE RESULT:
Sales turnover showed immediate improvements – during the second half of 2006
(July -December) sales turnover averaged 22%. For the same period in 2007,
upon which the new Training Certification kicked in, sales turnover
immediately dropped to a flat 19%
For 2007, this team produced:
* 94 Sales Training Programs
* 1,090 Sales people trained
* 34,616 training hours logged
* Average evaluation of 4.8 (out of 5.0)
DHL Sales Training Team Recognized: 2007 Stevie Awards
* Sales Training Manager of the Year – Award Winner!
* Sales Education Leader – Finalist
* Sales Training Manager of the Year – Two finalists
* Sales Training Program of the year – Two finalists
As quoted by a recent DHL National Account sales graduate of the program,- “To
reflect on the Sales Training Process, I wanted you to know the success I’ve
had. I have utilized the Consultative Selling methods in the program and have
identified an up sell of $200K/month and have established another VP contact
inside the account. This is a $50 million dollar customer and this program
has helped me secure another “in” for the next bid”.
2007 – DHL makes the top 95 Best Places to Launch a Career List
August 2007 Sales Training Effectiveness Study:
* 85% of sales new hires surveyed attribute 70-100% of their sales success
specifically to the sales training program
* 61% of all New Hire graduates surveyed reached their revenue goal in the
first seven months on the job.
The team’s success hinged on its cohesiveness, diversity and common goals. All
members rowing in the same direction delivered a World-Class Sales Training
Certification process which showed positive impact on one of DHL’s challenges
to success in the U.S.
- List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
The Action: Certification Phases
http://thestevies.com/ABA08Attachments/DHL/
Results: DHL Sales Team Recognized by the 2007 Stevie Awards
/sales/2007-honorees
Results: DHL makes top 95 Best Places to Launch a Career List
http://www.businessweek.com/careers/special_reports/20070914bestplaces.htm?
chan=careers_careers+index+page_top+stories
- Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Patrick Giordano, (Senior Manager on Paul Read’s (Director of Sales Training)
team) has 20 years of sales and sales training development experience and has
trained and developed more than 20,000 sales professional in 17 countries.
Prior to joining DHL five years ago, Patrick was at WorldCom where he
increased the number of course offerings 300%, standardized course
descriptions and processes, and developed and launched a common sales process
for strategic account management throughout the U.S. and Europe.
Patrick is one of DHL’s Global Master Trainer for the Consultative Selling
program now being rolled out across the U.S., Asia, Africa, the Emerging
Markets and Europe. He holds a Masters Degree in Human Resource Development
and has acted as a speaker, trainer and Council Board Member for the Strategic
Accounts Management Association (SAMA) and the American Society for Training
and Development (ASTD).
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