DHL Express has opened a new facility in Singapore that will combine a range of global operational activities, following the company’s €85 million investment in a new South Asia hub at Singapore Changi Airport, announced earlier this year.
DHL said the new facility will “serve as a centre of excellence for global service quality and business IT activities” and host a new global Quality Control Centre which will provide real-time shipment tracking and proactive management of service issues.
"Quality is one of the main sources of differentiation in our highly competitive industry, and our Quality Control Centres are a major investment by DHL in ensuring that we continue to lead the international time definite delivery market over the long-term," said Ken Allen, Global CEO, DHL Express.
"Singapore has played an important role in DHL's global network since 1972, as one of our first international markets and a major Asian economy with a strong trade orientation. This was a key factor in the decision to base one of our four global Quality Control Centres and the centers of excellence for global service quality and business IT in Singapore."
Jerry Hsu, CEO, DHL Express Asia Pacific, commented: “Singapore has been a central part of the DHL Express growth story in Asia Pacific and investments such as our current €85m commitment to build a new hub at Changi International Airport are testament to the importance of the market to our overall network.”
"Beyond the overall growth story, however, Singapore already plays host to a number of centres of excellence within DHL, thanks to the high caliber of logistics expertise and the country's well-documented support for the transportation sector, which contributes over 9% of GDP,” he added.
The global service quality team at DHL is responsible for setting and driving quality standards within the DHL global network, with the aim to enhance customer satisfaction through continuous improvement. DHL has been deploying the Quality Control Centres since 2007 within the Asia Pacific region. They provide real-time tracking capabilities for individual shipments, flights and truck movements.
The teams operating at the centres monitor the status of DHL's delivery network to identify exceptional incidents and delays and take proactive action both to address them and to inform customers. In addition, they also identify systematic issues affecting the delivery process and take steps to resolve them, contributing to improvements in global service performance. The quality control centres can also operate as a crisis centre in cases of major regional or global crises that could affect DHL customers. Beyond Singapore, DHL has three other global Quality Control Centres in Cincinnati (USA), East Midlands (UK) and Leipzig (Germany).
