FOR INTERNAL USE Employee Engagement across 200 borders ... · PDF fileEmployee Engagement...
Transcript of FOR INTERNAL USE Employee Engagement across 200 borders ... · PDF fileEmployee Engagement...
FOR INTERNAL USE
Name of the presenter
Employee Engagement across 200 borders and 4 business units18th HR Symposium with KPMG, Athens, 18 February 2015Stephan Münch, Certified Logistics Professional
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Agenda
Company Presentation
Employee Engagement with ‘Certified’
Continuous Improvement
Support from Internal Social Media
Lessons Learned
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Deutsche Post DHL
PosteCommerce
ParcelExpress
GlobalForwarding,
Freight
SupplyChain
Global Business Services
Corporate Center
DHL Customer Solutions & Innovation
> 480,000 employees> 220 territories
55 billion € revenue
18th HR Symposium | Athens | 18 February 2015
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History
1989 Today
Globalisation &Portfolio-Extension
• Major Acquisitions – Global Mail (1998)– Danzas (1999)– DHL (2002)– Exel (2005)– Williams Lea (2006)
Privatisation & Modernisation
• Postal Reforms (1995-1996) – Deutsche Post AG– Upgrade of
Infrastructure
• IPO (2000)
Deutsche Bundespost
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Grow.
… to achieve sustainable above-market growth.
We expand in new segments …
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Leader in eCommerce related logistics
Accelerate footprint shift towards emerging markets
Tap new market opportunities for organic expansion
Connect.
… to achieve quality leader-ship & service excellence.
We connect across the organization …
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One global team
Certified specialists for everything we do
Connected approach in operations, commercial, green solutions and shared services
… to achieve industry-leading margins.
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Logistics as our core
Committed to the needs of our stakeholders & our planet
A family of divisions
Focus.We focus on what has made us successful …
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Agenda
Company Presentation
Employee Engagement with ‘Certified’
Continuous Improvement
Support from Internal Social Media
Lessons Learned
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3
4
5
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Aims of 'Certified’
Certified aims to:• Increase employee engagement
and satisfaction across the Group• Enable best in class service
quality and frontline knowledge • Leverage one management
approach and active leadership• Give each permanent employee an
individual curriculum to • Strengthen relevant knowledge • Develop better understanding
and pride for the business • Further DPDHL’s “Employer of
Choice” aspiration and visibility
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Success Story at DHL Express
Overwhelming response with a noticeable positive impact on employee engagement and customer satisfaction
• 100,000 Certified International Specialists
• All Modules available in more than 40 languages
• Delivery by 1,800 Express people that are trained facilitators
Facts & Figures around Certified International Specialists
2010 2013
785mn
79 89
68 79
69 80
1.13bn
EOS Results (EXP Global)
EBIT
Financial results
Customer Promise
Employee Engagement
Active Leadership
Introduction in 2010
‒ scale to 100 ‒
‒ in EUR ‒68 83Strategy
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‘Certified’ on all Levels
Level Target state
100% certified
>90% certified
>80% certified
>80% certified
Executives~1,900
Managers~10,000
Supervisors~70,000
Employees~400,000
Trainings
Leadership training
Global induction training (cross-functional welcome to company & country)
Function-specific training
Manager training
Supervisor training
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Agenda
Company Presentation
Employee Engagement with ‘Certified’
Continuous Improvement
Support from Internal Social Media
Lessons Learned
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3
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5
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Development from First Choice to THE FIRST CHOICE WAY
Source: Corporate First Choice
Organization’s demand led to a more holistic approach; extending the framework to principle-based THE FIRST CHOICE WAY was logical
2006 - 2008 2009 - 2011 2012 & beyond
• Improve our processes with a structured and common approach to increase customer satisfaction
• Enable employees to improve processes in a customer oriented way
Six Sigma & Lean Methodology
DMAIC
• Anchor continuous improvement along all 3 bottom lines
• Gradually expand scope from processes to other dimensions (Mindset & Behavior; Organization & Skills and Performance Management)
Expanding scope to serve more holistic improvement
Organization & Skills
Performance Manage-ment
Processes
Mindset & Behaviors
LEAN House
Organization & Skills
Performance Management
Starting: Gemba, 5 S, Performance Dialogs, NPA
• Sustainably implementing a continuous improvement culture along all 4 dimensions within DPDHL
• Continue to support all 3 bottom lines and the Strategy 2020 aspirations of quality leadership and customer centricity
THE FIRST CHOICE WAY
WE are the most global
WE are the quality leader
We are most customer-centric
DMADV
DMAIC
DMADV
Customer
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THE FIRST CHOICE WAY in the organization
High levels of engagement & penetration in all divisions and regions
Source: Corporate First Choice; 1) Data as of September 2014; 2) Process Improvement Advisor and Advisor; 3) Master Bronze, Advisor and Senior Advisor figures are mutually exclusive , also they are certified figures while number of trained senior advisors and advisors are higher; 4) % favorable EOS score for DPDHL for Living First Choice;
Global presence
First Choice certified employees in almost every single country unit1):
•~27,000 certified Master Bronze3)
•~1,000 certified Advisors2) 3)
•~400 certified Senior Advisors 3)
GlobalImpact
• Customer satisfaction scores steadily improving
• Employee Opinion Survey results on First Choice improving, from 51% (2009) to 68% (2014)4)
• Revenue and cost impact significant and growing - in total >1,200 M€ cost savings reported since 2009
Global Progress
• ~22,000 Process Excellence Activitiesexecuted since 2008
• Numerous additional non-process focused TFCW activity, e.g. Performance Dialogsexecuted in 46+ countries
• ~600 TFCW Self-Assessments with Management Teams
As of Sep. 2014
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Agenda
Company Presentation
Employee Engagement with ‘Certified’
Continuous Improvement
Support from Internal Social Media
Lessons Learned
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3
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18th HR Symposium | Athens | 18 February 2015