DHL Express, the world’s leading cross-border express services provider, has put over 100,000 employees globally through the foundation course of its award-winning specialized global training program. A hundred percent of its 35,000 Asia Pacific employees have qualified as DHL Certified International Specialists, raising the company’s benchmark of excellence.
The CIS program has scooped numerous international awards for its global scale and tangible results, measured through positive impact on employee engagement. Last year, it won the Distinction in Leadership award in conjunction with learning design partner NKD Learning at the UK’s HR Distinction Awards 2013. In 2012, CIS was recognized with a gold and two silver awards at the Brandon Hall Group Excellence Awards and a gold and a silver at the Training Journal Awards held in London.
Jerry Hsu, CEO, DHL Express Asia Pacific, said: “DHL’s Certified International Specialist (CIS) program defines how we can be the best we can be and how every one of us can find a way from being good to great. It has played a major role in increasing employee engagement. In DHL, we track employee satisfaction through Employee Opinion Surveys and our engagement scores increased from 59% to 87% between 2009 and 2013 in Asia Pacific. The survey also registered an increase from 66% to 90% over the same period in employee learning and development. The results have improved across all aspects for the fourth year in a row.”
Launched in 2010, DHL’s CIS program, which has been translated into eight local languages in Asia Pacific, is designed to engage and inspire all employees to deliver world-class service quality and customer loyalty, and create a more profitable business. Training on the fundamentals of international shipping ensures that every employee, regardless of their role in the company, is equipped to consult customers on successful cross-border delivery.
Every employee in Asia Pacific has completed the foundation level to become Certified International Specialists. They have also completed modules on security and cross-functional training covering business essentials such as Customer Loyalty and Products. Over 2,400 managers and supervisors have qualified at the most advanced level, to become Certified International Managers.
In the Philippines, 463 employees and 115 contractors have undergone the foundation course. Over 55 have qualified as Certified International Managers.
DHL’s investment in its employees and focus on functional excellence – as well as continued investment in infrastructure – has reaped rewards both in external recognition and in new business. In 2013, DHL collected 146 external honors in Asia Pacific across a range of functions, including HR, Marketing and Customer Service. These made up more than half of the awards won by DHL Express in all continents last year.
DHL Express was recognized as ‘Express Company of the Year’ in at least eight countries, including China and Hong Kong in 2013. It was named ‘Best Express Operator’ at the Asian Freight & Supply Chain Awards in May 2013. It was also awarded the title of ‘Best Employer’ in Asia Pacific by Aon Hewitt, a global leader in human resource consulting and outsourcing solutions.