COE
This is what COE stands for
Center of Excellence
What is the passing mark for Customer Care Quality?
90%
CIS stands for this.
Certified International Specialist
This was the year DHL was founded
1969
Who are the Back Line Supervisors
Prateek, Peter, Himanshu, Henyer and Maria
When shipment is lost - What tool do you use before you close the file
SCMS
What are the 3 Exceptions for Backline?
Trace Exception - 10% Traces resolved in 5 days
Claims Exception - 5% Claims resolved in 15 days
Complaints Exceptions - 5% Complaints resolved in 10 days
What does NTP Stand for?
This is the year Deutsche Post acquires DHL
2002
Who is the Manager for QA/Training
Mandy Sima
This is a type of activity you do to update DHL colleagues
Network Activity
What is the on time Network Response?
75% Network Activities answered within 4 hours
What does NPA stand for?
Net Promoter Approach
This is the year that DHL enters into a joint venture with the People's Republic of China, making it the first express company to operate inside of China.
1986
Who is the Head of Finance
Glenn Gardner
Tool to find lost shipments
FSC - Lost and Found
What is our On Time Callback KPI?
90% of Customer Call Back made on time
Motivated People, Great service quality, Loyal customers, Profitable Network are labeled as?
The 4 Pillars
This is the year DHL expanded its network at high speed. Following expansion in the Far East and in the Pacific Rim.
1971
Who is the VP Operations of DHL Express Canada
Asteway Desta
What is GOS , ACR , Trace Closure, Complaints Closure and Claims Closure
Global KPI's
3 Backline Global KPIs
Trace Resolution - 70% Trace Resolved within 3 days.
Complaints Resolution - 75% Complaint Resolved within 5 days
Claims Resolution - 80% Claims resolved within 10 days
What are the 4 DHL's attributes
Right 1st time, Can Do, Passion and Speed
This is what DHL stands for
Dalsey, Hillblom and Lynn
Who is the CEO of the DHL EXPRESS
John Pearson