COE
This is what COE stands for
Center of Excellence
This scan means the shipment has arrived at the facility.
AF = Arrived Facility
CIS stands for this.
Certified International Specialist
This was the year DHL was founded
1969
Who are the Back Line Supervisors
Prateek, Peter, Himanshu and Henyer
This is the % of calls answered within 10 seconds Target: 90%
Grade of Service (GOS)
This scan means that the shipment is ready for pick up at the station
CC = Awaiting consignee collection
These are our 5 Core Competencies
Making Customers More Successful,Shaping Direction,Driving High Performance, Developing Others, Developing Self
This is the year Deutsche Post acquires DHL
2002
Who is your Manager
Margaret Fernandes
This is a type of activity you do to update the customers.
Callback Activity
The address is incorrect
BA= Bad address
Employer of Choice, Provider of Choice and Investment of choice are our _______
The DHL 3 Bottom Lines
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 VP of customer service
Marion Polaud
% of calls abandoned within 10 seconds.
Target: <1%
Abandoned Call Rate (ACR)
This means that only some of the pieces have been delivered
PD= Partially delivered
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 CEO of DHL Express Canada
Andrew Williams
This is our ACR, GOS and Up-Sell
Global KPI's
This scan means that the shipment has been pushed out of inventory
HO= Lodged out of inventory scan
They are 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 Americas
Mike Parra