SINGAPORE: DHL Express, the world’s leading international express services provider, today announced the opening of a new facility in Singapore that will combine a range of global operations activities in the South Asian trade hub. The new facility will serve as a centre of excellence for global service quality and business IT activities at DHL Express and will host a new global Quality Control Centre.
“Quality is one of the main sources of differentiation in our highly competitive industry, and our Quality Control Centers 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, 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 Centers and the centres of excellence for global service quality and business IT in Singapore.”
“Singapore has been a central part of the DHL Express growth story in Asia Pacific, and investments such as our current EUR 85 M commitment to build a new hub at Changi International Airport are testament to the importance of the market to our overall network,” said Jerry Hsu , CEO, DHL Express Asia Pacific. “Beyond the overall growth story, however, Singapore already plays host to a number of centres of excellence within DHL, thanks to the high calibre of logistics expertise and the country’s well-documented support for the transportation sector, which contributes over 9% of GDP. This latest investment underscores Singapore’s status as a centre of excellence for quality in international logistics within DHL.”
The global service quality team at DHL is responsible for setting and driving quality standards within the DHL global network. They aim to enhance customer satisfaction through continuous improvement. Quality Control Centers have been employed by DHL since 2007, when they were first pioneered within the Asia Pacific region. They provide real-time tracking capabilities for individual shipments, flights and truck movements.
The teams operating in 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, the activities of the global Quality Control Centers allow the company’s global network operations team to identify systematic issues affecting the delivery process and take steps to resolve them, contributing to improvements in global service performance. Quality Control Centers can also operate as a crisis centre in the event of major regional or global crises that could affect DHL customers.