DHL is able to maintain its being the leading choice for courier services because of its First Choice program. However, CEO of DHL Global Forwarding Freight, Hermann Ude wants to call it a mindset. It’s more than a program.

“We want to build a culture where excellence and constant improvement are second nature.  First Choice aims to enable each employee across levels of the organization.”

First Choice is a five-step program that will train, equip, and empower DHL employees to analyze their own work procedures, identify problems in processes and systematically develop solutions to improve their efficiency. It follows the DMAIC methodology.

The program emphasizes the problem-solving potential of employees. The goal of the program is to achieve a lasting level of service and customer focus.

This is another proof of the saying, which goes, when you take care of your employees, they will take care of your customers.