DHL launches a strategy (as its CEO wants to call it a mindset instead of a program) called First Choice to better serve its customers. The goal of First Choice is to build a culture of excellence and constant improvement. First Choice aims to empower each employee across levels of the organization.
How?
By going through DMAIC.
With First Choice, the employees themselves would be carrying out these processes in their respective divisions. DHL is effectively passing on a huge responsibility to its employees, allowing them to come up with their own initiatives and implement these as well—a move few companies may risk to take.
Started in 2007, the First Choice methodology was initially tested and improved in eight pilot projects.
Since the test phase was concluded, 225 group units—representing more than 80 percent of the company’s consolidated revenues—have been implementing the First Choice program. Over 3,000 initiatives have already been carried out and 6,200 workshops, conducted.
…
In the Philippines, DHL cited a specific case where the First Choice team was able to devise an innovative buddy system, slashing invoice turnaround time from 3.7 days to only one day.
According to DHL, invoicing must be a straightforward process, but this has not been the case for DHL Global Forwarding Philippines.
