DHL has received a multi-site, quality management certification from ISO, the InternationalStandards Organization, for its entire network of service centres, gateways and hub as well as head
office and support groups across 59 countries and territories in the Americas.The Americas certification builds upon previous ISO certifications achieved by DHL Express.In July 2010, DHL Express received multi-site ISO 9001:2008 certification for all 31 of itsEuropean countries and in December 2010, it also received the same certification for all U.S.facilities including service centers, gateways and hub as well as operations head offices andsupport groups.
“Once again, DHL has raised the bar for logistics performance, quality and customer service,”said Mike Parra SVP & Head of NW Operations Americas Region at DHL Express. “The ISOcertification is recognition of the superb work of the DHL Express teams here in the Americas andaround the world who deliver unsurpassed quality for our global customer base. DHL prides itself onthe quality of its workforce, product and customer satisfaction.”
The ISO 9001:2008 certification is the world’s most widely used and recognised qualitymanagement system standard. The certification recognises customer quality and regulatoryrequirements, established processes for consistent service monitoring as well as performanceimprovements and overall customer satisfaction.
To further support service quality and customer satisfaction, DHL has implemented FirstChoice, the Deutsche Post DHL process improvement program. The program includes training andworkshops designed to further enhance customer satisfaction. As part of First Choice, all DHLExpress U.S. employees – from couriers to the executive management team – receive extensivetraining in international shipping and associated requirements, which grants them certification asInternational Specialists, an industry distinction exclusive to DHL.
