1. GLOBAL OPERATIONAL EXCELLENCE & PROCESS TRANSFORMATION SUMMIT
September 2016

2. 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

3. 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

4. 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

5. 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.

6. 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.

7. INTROSLIDE
OBJECTIVE

8. 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

9. Transformation or Change Global Operational Excellence & Process Transformation Summit
APPROACH

10. 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.

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. INTROSLIDE
THANK YOU