DHL, a global logistics company, has received a multi-site, quality management certification from the ISO, the International Standards Organization, for all its U.S. locations, including service centers, gateways and hub as well as Operations Head office and support groups. The ISO 9001:2008 certification is a widely used quality management system standard.
DHL Express U.S. was awarded the multi-site ISO 9001:2008 certification in December 2010 after facility audits demonstrated that DHL quality management systems meet the quality standards of the ISO, which includes conforming to customer quality and regulatory requirements, maintaining established processes for consistent service monitoring, as well as continual performance improvements and enhancing overall customer satisfaction.
From October through November 2010, a team of independent, accredited ISO auditors reviewed quality processes at DHL Express U.S. facilities, including its service centers and gateways as well as its hub at the Cincinnati/Northern Kentucky airport (CVG). ISO auditors evaluated shipment handling quality processes, procedures for addressing customer concerns, adherence to defined operational procedures and regulatory compliance, among other quality processes and procedures.
To further support service quality and customer satisfaction, DHL U.S. is engaged in continuing process improvement and conducts the Deutsche Post DHL process improvement program First Choice as part of its operation. The First Choice program includes training and process improvement workshops to enhance customer satisfaction. Additionally, all DHL Express U.S. employees – from couriers to its Executive Management team – receive extensive training in international shipping and associated requirements, which affords them certification as Specialists in International, an industry distinction exclusive to DHL.
In July 2010, DHL Express received multi-site ISO 9001:2008 certification for all 31 of its Europe-region countries in recognition of its compliance with ISO quality management standards at all of its service centers, hubs and gateways.