This document provides an overview of Total Quality Management at DHL Express. It discusses DHL's history and expansion globally since 1969. It outlines DHL's mission, vision and goals, which focus on customer success, respect, and positive contribution. The document then describes DHL's quality assurance programs and process improvement methodology. It lists DHL's seven corporate values and quality policy. Finally, it discusses DHL's future plans and concludes that DHL's focus on ethics, employees, innovation and quality service have led to their success.

1. Total Quality
Management
Presenter
Daniyal Raza
Saad Chowdary
Fatima Rani
Mehak Hamid
BBA
NCBA&E Multan Campus

2. 1) Daniyal Raza

3. Introduction to Company
DHL stands for Dalsey, 'Hillblom'
and 'Lynn'
Founded in 1969
Head quarters Germany, Bonn
Logistics business
In more than 220 countries
www.dhl.com
Worlds largest express company
Upto 500,000 employees
CEO Frank Appel

4. History
• 1969
o On 25 September, Dalsey, Hillblom and Lynn
incorporated DHL.
o Door-to-door express delivery service.
o Documents were transported
only between San Francisco,
California.
o They simultaneously invented
the international air express
industry.

5. .• 1970
o After one year, DHL started handling shipments for 40
Clients and expanding the operation to Guam, Los
Angeles and Portland, Ohio.
• 1971
o The vision expanded to Far East and Pacific Rim

6. • 1972
DHL International was founded operating in
Hong Kong.
Japan.
Singapore.
Australia.
• 1974
This year DHL handled
over 500,000 shipments.
Every year DHL continued expanding over the world

7. DHL in Pakistan
• 1979
o After 10 years DHL started its operations under
the name DHL international.
o Sadiq Nawaz Khan Awan brought DHL in Pakistan.
o In 2009 Deutsche took 100% ownership.
• 2000
o Worlds fastest sms tracking system
o Online track system which is now more
innovative

8. 2) Mehak Hamid

9. MISSION & VISION
Their Mission focuses on 4 main aspects
1. We want to simplify the lives of our customers
2. We make our customers, employees and
investors more successful and this will be
continued
3. We make a positive
contribution to the world
1. We always demonstrate
respect when achieving
our results

10. Vision
• “Our vision is to make DHL the logistics
company for the world, through respect,
simplifying customer life's and providing a
positive contribution to the world”

11. Current Goals
o Employees motivation
o Service quality
o Customer loyalty
o profitability
o The purpose of
conducting the project
is to find what makes
them best?

12. TQM Program of DHL EXPRESS.

13. Quality Assurance
Quality, in logistics, is about having no errors in shipments,
low product damage, on-time orders, high productivity,
excellent alignment with customer requirements, and full
regulatory compliance. With DHL, it's also about finding
ways to constantly move the bar higher.

14. 3) Saad Chowdary

15. Continue……
How DHL quality assurance is different:
 We provide structure and mechanisms that establish predictable and
compliant performance.
 Training tools and documentation provide clear direction to your associates.
 We advocate and demand quality for our customers as well as our own
business.
 With a quality program in place, you will meet or exceed customer
expectations, performance objectives, and comply with all relevant statutory
and regulatory requirements.
 We hold active certifications for standards such as ISO 9001, TS 16949, ISO
14001, ISO 13485 and others. The robustness and flexibility of the quality
management system provides the structure to achieve compliance with most
regulatory and standards agency requirements.

16. Process Improvement
• The moment your supply chain is
perfected, your business will change.
That’s why at DHL, process improvement
is a constant part of the way we work.

17. DHL process improvement programs
add value in the following ways:
•We emphasize employee involvement and management engagement,
throughout
•Our methods are applicable to a wide range of potential topics
•Associates are motivated to achieve better customer service
•Our process is consistent with both Six Sigma and lean methodologies
•We provide a structured discipline for team-based problem solving
•Our regulatory expertise helps ensure that compliance with government
authorities and other agencies is factored into all solutions.

18. 4) Fatima Rani

19. Our 7 Corporate Values
DHL has seven values that shape our priorities,
helping us focus on what is important.
1. To deliver excellent quality
2. To make our customers successful
3. To foster openness
4. To act according to clear priorities
5. To act in an entrepreneurial way
6. To act with integrity internally and externally
7. To accept social responsibilities

20. Quality Policy
For the successful application of Total Quality Management;
• We will work altogether in order to create a happy, forward-looking and participatory
environment withall our colleagues.
• By continuously monitoring the needs and expectations of our customers, we will bring
our working methods to such a level to meet these needs in the best way possible.
• We will set up standards and assessment methods that will constantly better our service
quality.
• We will encourage all our colleagues to take initiative and responsibility in the
avoidance and solution of all problems that may arise in and out of our company.

21. Our Quality Understanding
Total Quality Management is a management philosophy aiming to offer services
beyond internal and external customer expectations, targeting to acknowledge, authorize
its employees and to better constantly all processes through team works.

22. DHL Express, with its Total Quality Management (TQM) understanding, has deserved
the right to be awarded the TS-EN-ISO 9001 standard that was released as the
international standard by the International Standard Organization (ISO) in 1997 and
currently being applied as a certification model both in the European Community countries
and in many others.
With the philosophy “Each complaint is a gift”, DHL Express achieved a first in the express
transport sector by becoming entitled to receive the ISO 10002:2004 certificate on
December 18, 2008 as a result of the audit conducted by SGS with the purpose of
increasing our customer satisfaction and certificating our effective management of
customer complaints.

23. Our future plans;
ISO 14001 Environment and OHSAS 18001 Occupational Safety and
Health Management Systems

24. • Service quality
DHL express is offering the best service with sms and
online tracking with the electronic signature of the
receiver
References
 www.dhl.com
 DHL express case studies
 Internet business magazines

25. Conclusion
We can easily conclude the background of DHL
express success is very clear. They succeeded
because of
• Following ethical principals
• Caring for their employees
• Have a sharp forth sight of futures market
• Using quality services as a edge
CEO Frank Appel said
”All we demand is speed, because DHL Express is
meant for speed”