Last year, I shared with you DHL‘s DMAIC initiative and how the company is successfully satisfying customers because of it.
In another article, DHL’s Six Sigma Mandate is described by Jonathon O’Leary, head of First Choice Program in the Asia Pacific as follows:
The First Choice approach comes via the Six Sigma DMAIC (Define, Measure, Analyse, Improve, Control) methodology and the Lean process. While DMAIC arrived at DHL from technology companies such as GE and Motorola, Lean has its origins in manufacturing.
“We started off with support from external consultants and a lot of these external consultants came from GE and Motorola, so it’s kind of the link we have with them,†O’Leary says. “There are also some key people within our organisation that we have from GE and Motorola as well.â€
Motorola is also one of the customers who have responded to DHL’s customer satisfaction survey.
“We’re very open about the initiatives we’re working on,†O’Leary says. “If they say ‘we’ve got a documentation accuracy issue’, say from Shanghai to Brazil, we’ll work on initiatives and we’ll share them with all our documentation because they’re on the same mindset. They’re thinking along the same process lines.â€Â
