As ONE for our Customers. DHL Express Romania March 2015

Transcription

1 As ONE for our Customers DHL Express Romania March

2 INSANELY CUSTOMER CENTRIC CULTURE This initiative belongs to all of us in the DHL Express network, regardless of departments, as everyone has a vital role to play in ensuring that we, DHL Express, deliver outstanding customer service at every single interaction. This is essential, as only by being insanely customer centric across the entire organization, will we be truly successful. Ken Allen Global CEO DHL Express 2

3 INSANELY CUSTOMER CENTRIC IN DHL CUSTOMERS SPONSORSHIP ESMT ICCC MEETINGS STRAIGHT TO THE TOP SHADOWING in the office GEMBA WALK 3

4 EXTENDED SENIOR MANAGEMENT TEAM Board members ESMT 20 Line Managers from across the company Create an extended management team to focus on being insanely customer centric across the entire organization Group consist in board members and middle management from all functions Country quarterly meetings, presenting company results, on going and planned initiatives and projects, highlight and assist challenges Aims to drive achieving great numbers and really engage with our people Keeps top management involved and informed Involve middle management in decision taking Support and improve fast decision making 4

5 CUSTOMER SPONSORSHIP PROGRAM Target Top Customers, to support their growth and retention Allocate customers portfolio to each ESMT member Leverage existing client relationships to further penetrate these accounts and increase their retention Building long-term Customer Relationship by Getting closer to the customer, understand and advance the customer needs Provide high level support and expertise for stronger customer engagement that retains/builds business Involve Middle Management in taking customer related decisions Support for the CS staff in solving outstanding situations for our Top Customers ESMT Member Top Customers / Prospects 5

6 STRAIGHT TO THE TOP The initiative offers customers the opportunity to communicate directly with DHL s most senior managers to make them aware of problems, as well as to personally express gratification for the service they have received. Benefits for DHL: What s happening on floor? Faster cross function resolution of issue VOC captured Senior Management team engagement Continuous improvement Market share protection Image of company mindset Benefits for the customer: Top Management receive feedback directly Faster processing of their concerns / issues Freedom to express Interaction 6

7 GEMBA WALKS 7

8 The GEMBA is where the value is created main task of management is to support the Frontline to continuously improve Customer Frontline Gemba where the value is created Management support Tasks of Management Go & See yourself Support the value delivery Drive Continuous Improvement Develop staff & organization Empower people 8

9 SHADOWING Call Center agents have the opportunity to visit and gain experience of the role of another departments, and gain an insight into that particular work area. Colleagues from other areas, (i.e. OPS, Sales) are invited to spend time in Call Center Aims to drive the Insanely Customer Center Culture across the organization Keeps front line departments involved and informed Allows agents to view the processes they are involved in from a different angle Support and improve cross functional cooperation and facilitate networking Great opportunity for self development An opportunity for sharing best practices 9

10 ICCC MEETINGS ICCC OBJECTIVES: Drive an Insanely Customer Centric Culture throughout the organization by listening to the Voice of the Customers (VOC) and engage the people to take an active role to embrace the Culture A Cross-functional Team at the country level has been created and driven by the Country General Manager and supported by the Board Members and the main organization departments representatives Take ownership and fix issues Reduce service failures and customer complaints Increase customer satisfaction Drive customer loyalty and retention Improve customer experience Proven Results The monthly meetings agenda focused on the understanding of VOC results, discussion of the daily key issues, trend on service issues, root cause analysis and initiatives/projects that will help improve customer experience 10

11 ICCC MEETINGS Delayed shipments Customs Clearance Issues Incorrect Booking Billing Error Unhelpful Staff Customer Service records Sales feedback NPA Straight To The Top Customer visits Credit and Collection Hotline Gemba Walks Customer Feedback Sources of VOC VOC Process 11

12 As ONE for our Customers 12