Prácticas sanitarias

Innovative technology translates into competitive advantage in the mail business

We operate a first-class, efficient and environmentally friendly nationwide transport and delivery network in Germany consisting of 82 mail centres and 33 parcel centres that process more than 64 million letters and more than three million parcels each working day. In the reporting year, the high level of automation in our mail business, which is over 90 %, saw a further slight increase. In our parcel network we have meanwhile increased our sorting capacity overall by almost 30 % by upgrading existing facilities.

Our customers rate the quality of our services based on whether posted items reach their destinations quickly, reliably and undamaged. We again achieved excellent results in letter transit times within Germany: according to surveys conducted by Quotas, a quality research institute, 95 % of the letters posted during our daily opening hours or before final post box collections were delivered to their recipients the next day. In order to ensure this level of quality in the long term, our quality management is based on a system that is certified each year by TÜV Nord, a recognised certification and testing organisation.

In the parcel business, items usually reach their recipients the next working day. This is based on parcels that were collected from business customers and that were delivered the next day. Since 2008, our internal system for measuring parcel transit times has been certified by TÜV Rheinland.

For international letters, transit times are determined by the International Post Co-operation. Here we rank amongst the top postal companies. According to EU specifications, 85 % of all cross-border letters posted within the EU must be delivered within three days of posting. We exceeded this specification again significantly in the reporting year. Our E-POSTBRIEF product meets high data protection and security standards as described in the risk report. In 2012 we developed more user-friendly features for this product: E-POSTIDENT – our real-time identification service – simplifies the online sale of products that require identification, such as those with age restrictions. E-POSTBRIEF Komfortzahlung allows private customers to pay bills easily and securely from the comfort of home.

Since the beginning of 2012 the more than 20,000 Deutsche Post points of sale have been operated exclusively by partners, the majority of which are retail stores. As a result, the average weekly opening times of the approximately 13,000 retail outlets and more than 7,000 sales points increased from 50 to 52 hours. The annual survey conducted by Kundenmonitor Deutschland, the largest consumer study in Germany, also shows a high acceptance of our partner retail outlets: over 92 % of customers are satisfied with our quality and service (previous year: 90 %). In addition, impartial mystery shoppers from TNS Infratest tested the postal outlets in retail stores approximately 30,000 times over the year. The result showed that more than 93 % of customers were served within three minutes.

A central characteristic of the quality of our products is also environmental protection. In Germany, we employ a TÜV Nord-certified environmental management system in our mail and parcel businesses. We offer private and business customers climate-neutral shipping options with our GoGreen products. We are also testing vehicles with hybrid and electric drive technology as well as energy-saving lighting in our facilities.

Brands

Brand management aligned with Group strategy

We align the Deutsche Post and DHL brands consistently with our Group strategy, with the aim of remaining the postal service for Germany (Die Post für Deutschland) and becoming the logistics company for the world. This is why we work continuously to improve the awareness, image and value of our brands.

Independent studies have shown again that we are succeeding: according to the BrandZ study conducted by the market research institute Millward Brown, the value of the DHL brand grew by 12 % in 2012 to US$7.6 billion. This put DHL in 100th place on the list of the most valuable brands in the world. Millward Brown calculates the brand value based on the current financial situation along with the contribution the brand makes to the company’s business success. In 2012, consulting company Semion Brand-Broker calculated Deutsche Post’s brand value to be €13,067 million (previous year: €12,946 million). The 1 % increase in value again ranks us number six amongst the most valuable German brands. Factors analysed included financial value, brand protection, brand image and brand strength.

Employees are the best brand ambassadors

Our employees have an impact on our brand image every day. This is why we support their important responsibility as “brand ambassadors”.

With the “Extranet”, which we launched at the end of 2011, we now reach more than 17,000 employees, most of whom do not work at a computer workstation. Beyond the corporate news and information on offer, the platform now has over 400 internal discussion groups. In 2012, Forum Corporate Publishing e. V. recognised Deutsche Post DHL’s Extranet with the silver award in the category Digital Media Employee in the BCP Best of Corporate Publishing Award.

Group sports activities are the focus of our internal motivational platform known as the Deutsche Post Fan Club. With this programme, we support employee participation in recreational sports and provide sports clothing. We were able to reach 28,000 employees, whether as “active participants” or as spectators, through these activities in the report- ing year. We also continued our sponsorship of the Deutsche Tourenwagen Masters (DTM – German Touring Car Masters) and use it in our internal and external communications.

E-POSTBRIEF product and MeinPaket.de positioned in the world of sports

In addition to using the DTM, we communicate the services offered under the Deutsche Post brand via our partner- ship with the Deutsche Fußball-Bund (DFB – the German football federation). In the reporting year, we expanded our presence with the German women’s national football team and the DFB Cup to include a partnership with the German men’s national team. As a result, Deutsche Post is seen on stadium banners and other advertisements at all high-coverage DFB events. As in the previous year, E-POSTBRIEF was the main focus of our brand activities at DFB

Brands and business units

Deutsche Post DHL

Brand Deutsche Post DHL

Division MAIL EXPRESS

GLOBAL FORWARDING,

FREIGHT SUPPLY CHAIN Brand area • Mail

Communication • Dialogue Marketing • Value-Added Services • Press Services • Philately • Pension Services • Global Mail

• Parcel Germany • Express • Global Forwarding • Freight

• Supply Chain