QUALITY
5 Pickers accuracy ** % of orders before packing – with no defects when picking 97%
6 Shrinkage rate
% number of units damaged and debited / number of unit in stock
0,03%
7 Customer satisfaction
% claims received/ cde dispatched and return received (all claims / DHL claims)
97%
7A Claims- on time
Processed on time (within the window – 3 days in the month/ 5 days Out )
95%
BC UNIT PER MAN/HOUR 180
NR UNIT PER MAN/ HOUR 358
RETURN UNIT PER
MAN/HOUR 140
GLOBAL UNIT PER/MAN/HOUR 250
Staff follow-up
% of lost hours due to sickness (include national average of industry)
9 5S % rating from 5’s 85%
10 IT availability informatic Technology availablility in DHL area 97%
Productivity 8