First Choice

First Choice is still going strong after over fifteen years and has become an integral part of how we run our business. Over the years, it has helped us improve our processes, engage our employees – and most important of all – delight our customers and create an improved customer experience. We call it First Choice, because that is what we want to be: First Choice for all our customers, and it ensures we live up to our promise of “Excellence. Simply delivered”.

You are always on our minds

The First Choice toolkit contains management techniques, methodologies and tools to drive customer centricity and continuous improvement activities on all levels of our organization.

Our First Choice mindset means that we are constantly reassessing our processes to make them a little better every day and everywhere.  This, in turn, helps create an agile company that is ready for change, and which can adapt quickly and attentively to changing customer needs.

Our First Choice community within DHL Group is huge. In fact, we see all of our approximately 600,000 employees as involved in making our company better by improving our customers’ lives, because an integral part of First Choice is the enablement of our employees to be part of these process improvements. For example, thousands take part in daily Performance Dialogs in which they not only track their own performance and their customers’ feedback but are actively encouraged in being part of any improvement. They offer their insights and their solutions, solving issues where they happen. Other common tools used within DHL Group by a wide range of employees are Gemba Walks and Problem Solving techniques. In addition, our approach is further enhanced with a community of specially trained employees who have an in-depth knowledge of all of the specific tools and methodologies as well as their use, including the DMAIC and Lean methodology for resolving especially complex issues.