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DHL Express, Muttenz, Switzerland - Innovation of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 International Business Awards

Company: DHL Express, Muttenz, Switzerland
Company Description: DHL Express a division of the German logistics company Deutsche Post DHL providing international express mail services.Deutsche Post is the world's largest logistics company operating around the world. DHL is a world market leader in sea and air mail with 275'000 employees.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Innovation of the Year - Business Service Industries

Nomination Title: “Customer Service Induction” from Customer Service DHL Express Switzerland

Tell the story about what this nominated organization has achieved since 1 January 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

Beginning a new career as employee in the most international company in the world brings along many challenges, lots of information, many procedures and rules. We in DHL Customer Service Switzerland tried to find a way to make it easier for new employees to be on boarded in an efficient way with several new practices.

“DHL in a Box” – The first thing the new employee receives, is a kit (a DHL Package, photo enclosed) with DHL branded gadgets, information brochures, an USB Stick with digital information material and a digital book with a welcome video about the company and our CEO’s welcome. This is needed to get the new employee informed about current strategies, actual facts and figures and at the same time engages the employee to be a new important part of the company. This kit is sent as soon as the contract is signed, means a real DHL Courier delivers this package to his new colleague at his home address before the employee starts working at DHL Customer Service Switzerland.

“Personal Welcome” - On the new employees’ first day, an official welcome is done by the employees’ supervisor and the Quality, Training and Development Manager. This welcome is essential for giving the employee a good and safe feeling upon the start. It can be used as platform to clarify various kind of topic and information, such as the upcoming training plan, shift planning, simple office rules and of course a facility induction.

“Team Integration”- After a successful DHL in a Box delivery and an interesting and informative Welcome, the new employee will be introduced to the future team and will spend a half a day on the teams’ site in order to know them a little bit and have some chats. This should really cover the personal part of the employee and team members without diving too deep into the business related tasks and activities.

“Customer Service-Induction” – After the integration, the next two days a theory based. The new employee attends a training facilitated by the Quality, Training and Development Manager, which covers all Company related topics. As per agenda, the employee gets an overview about the global group, the division or business unit, the country division and finally the department he or she will work for. This makes it much easier to understand, especially for new employees coming from externally how the group, the business unit, the country and the departments work and are organized. After two days, the learned knowledge is tested with a small induction quiz.

“Courier Ride” – After two days of theory, some movement and fresh air is highly appreciated, therefore we decided to integrate a Courier Ride into our Customer Service induction. The courier ride is organized by the Customer Service Quality, Training and Development Manager in cooperation with the local DHL Operations Site. The new CS employee will accompany a DHL Courier on his tour for a half a day and will look into pick up and deliveries. This is very important when we look at the new employees’ awareness of DHL Express’ Core business and not only, the employee will understand his colleagues’ job and tasks and will be able to emphasize with his operative colleagues in the future. Also, the CS employee will understand operative processes as already seen and can provide better and much more realistic services to our customers.

“On-Site-Practice” – After all these steps, the new employee got several information, images, faces, handshakes and is ready for the first office practices. This is done with a mentor or coach, on-site and provides a detailed look into all function-relevant tasks, tools and activities.

In bullet-list form, briefly summarize up to ten (10) of the chief accomplishments of this organization since the beginning of 2017 (up to 150 words).

The benefit – Since 2017, 12 employees were on boarded with this new process and the benefits are more than visible:

•Employees feel welcomed and recognized
•The on boarding quiz rate increased from an average of 70% to over 90%
•Employees feel engaged to the company and their function
•The whole department is aware of the new employees
•Employees feel safer and more knowledgeable when they start working
•On-Site-Practice duration decreased
•Faster team and department integration
•Having the entire picture also outside of own department and business units
•Better understanding of our network

Of the following measures of success, which ONE do you want the judges to most appreciate about your organization's story of achievement since the beginning of 2017? Process Improvement