GLOBAL OPERATIONAL EXCELLENCE & PROCESS TRANSFORMATION SUMMIT September 2016

In the next 35 min I will talk to you about change, transformation in a Network environment. I will share some insights of our journey to standardization, some lessons learned and some unexpected and expected challenges we faced. OUR JOURNEY

Why the need to standardize? Standardize or....... Global Operational Excellence & Process Transformation Summit Managing a network business, our success relies on replicating solutions and creating a competitive edge for our customers. Why the need to standardize? Create one baseline Optimization of costs Enable Operational Excellence Sub optimize solution will add complexity Drive innovation & Product development

Standardize or....... Global Operational Excellence & Process Transformation Summit Working for DHL for the last 16 years in multiple roles and geographies, since 2014 working in APAC for Service Logistics. COMPLEXITY

Scope & Size Global Operational Excellence & Process Transformation Summit Our transformation impacted, global, regional operations, customers and business partners. …call centers that cover the globe follow the sun 4 30 …large global and regional distribution centers …countries and territories 220 1,000 …stocking locations available to host inventory To give you an idea about the scale and complexity, we manage over a thousand warehouses almost in all countries in the world for over 100 customers.

The start of our Journey Global Operational Excellence & Process Transformation Summit Our need to transform towards a more standardized approach of operating was a logical result from years of business growth. …Different ways of operating 40 …Different ways of reporting costs 30 …Different operating systems 20 …Different ways of reporting performance 60 Our business grew over the years and the way we engaged with our customers was very opportunistic, we went to workshops with a blank note book ready to note down the requirements and develop our solutions accordingly.

INTROSLIDE OBJECTIVE

Our aspiration Global Operational Excellence & Process Transformation Summit Our aspiration is to move to one way of operating by implementing best in class operational standards. Processes Reporting Tools Performance Cost Sales

Transformation or Change Global Operational Excellence & Process Transformation Summit APPROACH

CHANGE TRANSFORMATION Transformation or Change Global Operational Excellence & Process Transformation Summit In order to achieve our objectives do we need to change or transform our business? CHANGE TRANSFORMATION Part of the organization or business Organizational design change Core company pillars not impacted Impact on company strategy Mission remains the same Shift in culture Can be managed from within Preferred external support In order to achieve our objectives do we need to change or transform our business? A shift in the business culture of an organization resulting from a change in the underlying strategy and processes that the organization has used in the past. A transformational change is designed to be organization-wide and is enacted over a period of time.

Key dependencies for success Global Operational Excellence & Process Transformation Summit How to manage the massive task at hand without compromising the day to day operations and our customers? Enablers for success: Dedicated people to ensure consistency Combining global, regional and in country expertise Use existing processes and improve on these Use latest technology available Flexible IT solution with aggressive development agenda

Standardize or....... Global Operational Excellence & Process Transformation Summit Working for DHL for the last 16 years in multiple roles and geographies, since 2014 working in APAC for Service Logistics. START

OPERATIONAL EXCELLENCE Our Journey commenced Global Operational Excellence & Process Transformation Summit We have now matured in our transformation journey and are adding more value to our customers day by day. SHAPE SET UP IMPLEMENT ONBOARD IMPROVE OPERATIONAL EXCELLENCE THE TIPPING POINT 2012 2013 2014 2015 2016...........................

Standardize or....... Global Operational Excellence & Process Transformation Summit Working for DHL for the last 16 years in multiple roles and geographies, since 2014 working in APAC for Service Logistics. STILL CLIMBING

OPERATIONAL EXCELLENCE Transition to Operational Excellence Global Operational Excellence & Process Transformation Summit The success of our Operational Excellence agenda relies largely on our ability to standardize and replicate solutions. BEFORE TALKING OPERATIONAL EXCELLENCE Get the basics right Expertise Customer understanding Tools

Standardize or....... Global Operational Excellence & Process Transformation Summit Working for DHL for the last 16 years in multiple roles and geographies, since 2014 working in APAC for Service Logistics. LOOKING BACK

Increase the pull factor Looking back Global Operational Excellence & Process Transformation Summit Looking back at our journey, we can look back with pride, here are some key personal conclusions. Increase the pull factor Dare to deviate Involve customers Balanced top down

INTROSLIDE THANK YOU