DHL Express - CIS
Certified International Specialist global engagement and culture change program
Solution snapshot
How to differentiate and elevate customer service by engaging every single member of a 100,000 strong global workforce with focus.
Our AP Way, a culture and engagement program, was designed to connect every team member to Australia Post’s transformation strategy and equip leaders to lead it.
Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum. Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo.
Context and Challenge
DHL Express is a DHL Group business. It’s the world’s most international company, with 100,000 global employees servicing almost every country and territory.
In 2010, DHL Express was losing 2.5 billion Euros a year, and critical employee engagement and satisfaction metrics were down.
DHL Express knew the only way to differentiate was through elevated Customer Service, by engaging every one of their 100,000 global associates with their Focus Strategy.
Our process
-
Delighting Customers and Communities
To make it happen, they needed to engage 65,000 diverse people across the country to turn strategy into new mindsets, behaviors and ways of working.
Our process
about us
Approach
The initiative is championed and sponsored by the CEO, with the aim to inspire and up-skill Supervisors to fuel culture change and deliver insanely customer-centric service every day, quickly creating real differences.
It encompasses learning tracks through face-to-face and app-based modules, coaching sessions and back-to-work challenges.
Solution
This was about creating a laser focus on motivated people, great service quality, customer loyalty and a profitable network.
In play since 2010, the DHL Express Certified International Specialist is the world's largest Engagement and Culture Change program.
Our process
-
Delighting Customers and Communities
To make it happen, they needed to engage 65,000 diverse people across the country to turn strategy into new mindsets, behaviors and ways of working.
Fourteen years on
in partnership with NKD, all employees have become Certified International Specialists, the company’s EBIT hit two billion Euros, and for the third time since 2022, the company has been recognized as the #1 World’s Best Place to Work in the global Great Places to Work™ list.
From 2010 to 2022
Employee Engagement has risen year-on-year from 60 to 98, and the Active Leadership score has moved from 68 to 96.
The success of our partnership
has been replicated across all of DHL’s business units, reaching 600,000 people in 220 Countries and territories and 42 languages.
Results
5
Industry Awards
Ask the NKD experts...
Transforming how business feels