Fwd issue14 issuu

The magazine for DGF UK people Issue 14

Also...

Steve Barker interview Back to the future Community Heroes

RECORDED DELIVERY

Vintage Voice-O-Graph captures the sound of speedy forwarding

Win! A ÂŁ25 AMAZON GIFT CARD

See pages 2 and 10

p4 p8 p10

OVERVIEW

A quick word I’m pleased to report that 2016 has got off to a good start for DGF UK. As you will have seen in the February team brief (which is available on myNet), our performance figures are generally on target, with EBIT (earnings before income and tax) 11 per cent above target in January.

While Airfreight figures are below target, this isn’t surprising given the continuing flatness of the Airfreight Export market. However, I’m pleased to say that Ocean Freight performance has so far exceeded targets.

Look out for more information about the DGF UK 2016 strategy in the next few weeks, but in the meantime, read my interview on page 4 to find out more about our plans for this year, including the IT Renewal Roadmap.

Although we have got the year off to a solid start, we can’t afford to become complacent. It’s critical that we always keep in mind the new DGF Europe slogan – Customers first in everything we do – and provide our customers with the best service possible, while looking out for new business opportunities.

I also encourage you to take an active role in the Certified International Forwarder (CIF) Foundation programme when the time comes. Every DGF UK colleague will be asked to participate and the programme should have a very positive impact on our business. Turn to page 8 for more information on CIF. We’ll continue to keep you informed about our performance and developments throughout the year.

Please speak to your manager, NEICF representative or email EmployeeQA_DGF_UK@dhl.com if you have any questions, feedback or suggestions.

Thank you for your continued support – it’s essential as we continue to revive our business and is very much appreciated.

“This is a one-of-akind project that involves the white glove treatment and a real team effort” P6 Joyce McLeod, Customer Service Manager in Glasgow

THE

“Happy and empowered employees play a key role in enhancing customer satisfaction” P8 Lorraine Craig, DGF UK’s CIF Country Champion

“It was the icing on the cake to be paired up with my buddy” P9

Natasha Hedges, Supply Chain Co-ordinator

“Every day is different and I get to complete a range of tasks” P12 Monika Hejmanowska, Hayes Warehouse Operative

fwd on tour

Win a £25 Amazon gift card

Steve Barker, CEO

We want your stories!

Juliet Stevens, Editor

Email: juliet.stevens@dhl.com Call: 01932 574 415

fwd is written and produced in conjunction with beetroot (020 7749 0180).

Printed by Newnorth. The material used in the production of this publication is completely biodegradable and recyclable.

2 fwd Issue 14

This issue’s winner is Darren Powell , Customer Services Agent – Ocean, who is based in Manchester. Darren took a copy of fwd on a recent trip to the Guinness Storehouse in Dublin.

If you’re going on a trip near or far, remember to take a copy of fwd magazine with you. Send us a photo of you both and you could win a £25 Amazon gift card like Darren has.

For a chance to win a £25 Amazon gift card, email your photographs to

juliet.stevens@dhl.com

BUZZ

Bite-size news and views from around the DGF world and beyond

EMPLOYEE OF THE MONTH The DGF UK Employee of the Month programme, which recognises colleagues who are doing a great job, is continuing in 2016.

Each month’s winner will receive a £250 Experience voucher and an invitation to the exclusive annual Employee of the Year event at a five star London hotel, plus the chance to be crowned Employee of the Year and receive £2,500 in travel vouchers!

We’ve simplified the nomination process for 2016 – simply visit surveymonkey.co.uk/r/86KRPFP and complete the short online form to put a colleague or two forward.

The deadline for submissions is the eighth of the following month.

2015’s Employee of the Year and Team of the Year will be crowned at our Employee of the Year event in London on 12 March 2016.

WHAT A SAVE Do you know that as a DGF UK employee you have access to thousands of discounts with leading brands through DHL Advantages?

You can benefit from discounted vouchers and gift cards for a wide range of shops, plus make savings on holidays and activities like spa days, cinema tickets and bowling.

Visit personalgroupbenefits.com/ dhldgf for more information and to start saving. If you need your membership number email

dgfuk.hradmin@dhl.com

SOLAS LEGISLATION

DISASTER RELIEF This year, DPDHL Group and the United Nations are celebrating a decade of successfully partnering in the areas of disaster preparedness and response.

“I am very proud to celebrate ten successful years of a joint partnership with the United Nations,” said Frank Appel, CEO DPDHL Group. “We are very pleased that we are able to share our logistics expertise within the international aid community.”

To reduce the risk of major incidents arising from packed containers with incorrect weight declarations, the International Maritime Organization (IMO) has adopted new rules as part of the SOLAS (Safety of Life at Sea) Convention.

As a result, from 1 July 2016, all containers that are to be loaded onto a vessel under the SOLAS regime must have a Verified Gross Mass (VGM).

The shipper is responsible for the verification of the packed container’s weight and DGF UK is in the process of obtaining the necessary SOLAS approvals for when we load a container on a customer’s behalf. Please contact simon.neville@dhl.com if you have any questions.

DSV ACQUIRES UTI WORLDWIDE DSV’s acquisition of UTi Worldwide Inc has been completed with the approval of UTi shareholders and competition authorities. The transaction makes DSV the fourth largest freight forwarder in the world and the world’s sixth and seventh largest operator within Ocean Freight and Air Freight, respectively.

Issue 14 fwd 3

FACE-TO-FACE

FACE-TO-FACE with Steve Barker

After a challenging 2015, Steve Barker, CEO DGF UK, took some time out to talk to fwd magazine about the plan for getting our business back on track in 2016 Thank you for taking the time to talk to fwd, Steve. Can you please outline our key objectives for 2016?

The plan is to create a more stable and profitable business that’s focused and flexible, with our customers at the heart of it.

To achieve this we’re continuing to roll out initiatives such as end-to-end file ownership.

As the name suggests, this involves one person owning and managing each file, rather than a number of colleagues handling different stages in the process. This is already having a positive impact with enhanced customer satisfaction.

We’ll also be continuing to streamline station administration, along with working to increase our spot quote conversion rates now that ownership has been passed back to the regions.

I’m really impressed with how we have pulled together as a team over the last year or so, and am pleased to say that we are starting to see some tentative signs of growth emerging – but we can’t afford to become complacent.

What’s the outlook for DGF UK in 2016?

Although we didn’t meet our forecast for 2015, we still made a profit, which is something that we can be proud of given the year we had.

Our 2016 budget is realistic but stretching, and with the right focus it’s certainly achievable. Historically the budgets were set

by Head Office, but this year we’re working to a ‘bottom up’ budget set by me and the UK’s Sales, Product and Finance teams. This is just one example of how the countries are becoming more empowered.

We will need to be mindful of a number of challenges, including intense competition from other forwarders, the continuing flatness of the Airfreight Export market, and volatile Ocean Freight rates. There’s also growing uncertainty in certain global financial markets.

4 fwd Issue 14

Steve chats with colleagues in Manchester

YOU SHOULD KNOW ABOUT...

“New knowledge and expertise will help us to take the business to a much higher level” Steve Barker

We’ll be closely monitoring our performance during the year and continuing to share progress reports in the monthly team briefing pack.

How can we as colleagues support the business in meeting its objectives?

It’s essential that we focus on reducing churn, in other words, retaining our existing customers. We need to provide them with a high quality service and always look for solutions, not roadblocks. It’s typically more profitable to retain a customer than it is to attract a new one, while losing a large customer can have a significant impact on our business.

It’s also very important that we continue to keep on top of our costs and treat the company’s cash as if it were our own.

Please also continue to be proactive in looking out for, and winning, new business opportunities.

What are your thoughts on the IT Renewal Roadmap?

I’m extremely optimistic about it. Two DGF UK colleagues have been involved in testing aspects of the proposed new system and the initial feedback is good. We have already shared information about the planned rollout with the NEICF representatives, and we will keep you updated at key stages.

We’re hearing a lot about the Certified International Forwarder (CIF) programme – what’s it all about?

Every DGF UK colleague will be invited to take part in the CIF Foundation programme, which is scheduled to start in May (see page 8 for more details).

CIF will provide a great opportunity for you to learn more about DGF and see our business in a different light, with our customers at the core. You’ll benefit from new knowledge and expertise that will help us to take the business to a much higher level.

Thank you to every one of you for your commitment to our business. There’s still a way to go to get our business back on track, but by continuing to work together as one entrepreneurial team, I’m confident we can do it.

GLOBAL INTRANET

myNet replaced CoIn as DPDHL Group’s global intranet last year. It’s an incredibly useful source of news and information from across the business.

DGF UK colleagues can benefit from an edition that’s tailored for them.

LATEST NEWS

Visit the home page regularly for the latest news from across DGF and the wider DPDHL Group, plus from a little closer to home in the DGF UK News section. You’re able to view comments that other colleagues have made on articles, plus add your own comments too.

COLLEAGUE CONTACTS

With myNet’s powerful People Browser you can find contact details for colleagues across the globe. Simply type all or part of their name into the search bar and options matching that search will be displayed as ‘People Results’.

UK POLICIES

If you’re using the DGF UK edition of myNet, you can find policies specific to DGF UK colleagues in the HR & Career section, which is accessible from the main (mega) menu.

INTERNET HOME PAGE

If you have an idea for a new customer, how to save money or for streamlining a process, please share it! Speak to your manager, your NEICF representative or send an email to

EmployeeQA_DGF_UK@dhl.com

The DGF United Kingdom edition of myNet should already be set as your internet home page. If not, access it at https://mynet.dpdhl.com/web/ dgf-uk Issue 14 fwd 5

A to B

HIS MASTER’S VOICE

Moving a priceless antique recording booth across the world is all in a day’s work for DGF

H

Joyce McLeod with the VoiceO-Graph and (above right) with members of the Glasgow team

aving carefully shipped its awardwinning Aberlour Single Malt Scotch whisky across the globe for several years, when customer Chivas Brothers was preparing to take a priceless Voice-O-Graph recording booth on a world tour, DGF was the only forwarder for the job.

Built in 1942 and believed to be one of only two working examples left in the world (White Stripes musician Jack White owns the other one), the Voice-O-Graph records sound directly on to six inch vinyl.

Records originally produced in the booths are becoming collectors’ items, each one offering a unique window into the lives of those who recorded them. Many reveal marriage proposals and love letters, all speeding up as the 60 second recording time comes to an end.

Following years in storage and a full

6 fwd Issue 14

restoration, the Voice-O-Graph has a new lease of life as the central component in the ‘Made From Experience’ campaign for Chivas Brothers’ Aberlour brand.

“As the Voice-O-Graph makes its way across the world, single malt fans are capturing their voices on vinyl for prosperity while enjoying a taste of their favourite tipple,” explains Joyce McLeod in Glasgow who’s co-ordinating the mini recording studio’s epic journey. “This is a one-of-a-kind project that involves the white glove treatment and a real team effort.”

So far, colleagues across DGF UK and on the other side of the Atlantic have worked together to ship the Voice-O-Graph from its home in the US to London, then to Canada where we co-ordinated its road trip across the country, and finally to Glasgow where we’re storing it until the next leg of its journey. “Karl Tipping in Hayes provided fantastic support for the Canadian leg of the tour, working tirelessly and over the weekend to ensure its arrival,” says Joyce.

“We think it’ll be going to France or the north of Scotland next, but we could also be asked to ship it as far as Asia at short notice.

The speed of our service and flexibility are just two of the reasons that Chivas Brothers chose us for the job.”

“We’re providing a complete service for the customer; we even arranged for a bespoke case to be built to ensure that the VoiceO-Graph is well protected when it’s weight on the move and

346kg

99cm

Left to right: Derek Ward, Danny McPherson, Kaitlin Watson, Caitlin McWhinnie, Joyce McLeod, Brian Johnston, Ashleigh Graham, Caitlin McKissack

can withstand repeated opening and rebuilding.

We’ve made a photo guide to ensure that it’s unpacked and repacked correctly each time.

“We are Approximate carefully distance travelled so far managing each leg of the shipment to ensure the booth arrives in time for each promotional event. This involves liaising directly with Chivas Brothers’ marketing team to find out where it’s going next and keeping them updated at each stage of the journey. We take care of all the paperwork and customs clearance, and make sure that there’s an importer and exporter in each country to receive and dispatch the booth.”

With our expertise we know that the Voice-O-Graph is too tall for some aircraft, so it has to be shipped on planes that will enable it to stand upright – it’s too fragile to be turned onto its side. Furthermore, it’s not treated like normal airfreight; it’s handled as a priority shipment and tracked throughout its journey so we know where it is at any one time.

“It’s great working on the Voice-O-Graph project – it’s a fantastic feeling when we can make the impossible happen,” says Joyce.

We have also been lucky to work with Marie-Pierre Pepin at DGF Canada on the project. We nominated her for an employee of the month award in her country thanks to her hard work and commitment to this project.”

deep

tall

231cm

15,000 MILES

140cm wide

Issue 14 fwd 7

DGF PEOPLE

BACK

TO

The International Supply Chain (ISC) team in Daventry has introduced a ‘buddy’ programme to help new starters settle into the business. We spoke to buddy Claire Bushill and newcomer Natasha Hedges to find out more about the programme and how it’s working

The veteran Claire: I began my career with DGF UK in 1999 when I was recruited to handle air exports on Ford’s site in Daventry. At the time I was trying to make it as a rock star in the band Screenstar, but when that didn’t work out I decided to pursue a career in logistics. In 2006 I transferred to ISC to become a Supply Chain Co-ordinator and was promoted to Supply Chain Manager a few years later.

During my 16 years with DGF UK, one of the key changes I have seen has been a significant improvement in communication across the

Claire’s top tips “Don’t be afraid to ask questions; be business. I like working for patient; a smile an organisation that’s open always goes a long and honest. The Employee way!”

Opinion Survey has played an important role in this, and it’s thanks to feedback from the survey that we started the buddy scheme.

I’m finding my role as a buddy a great experience as I like to help others and share my knowledge.

We’ve all been the ‘new person’ and it’s nice to have a friendly face to turn to, especially when you may not feel comfortable asking a question to the wider team!

CERTIFIED INTERNATIONAL FORWARDER

Game

changer New technology, fresh thinking and new ways of working

8 fwd Issue 14

WHAT IS IT?

Certified International Forwarder (CIF) is a long-term engagement programme that will encompass every DHL Global Forwarding colleague worldwide.

It’s not a training programme – it’s about exciting and engaging our people to put our environment into perspective and the customer at the heart of what we do, enabling us to truly be The Freight Forwarding Experts.

VIEW FROM DGF

HOW WILL IT WORK?

To begin with, every DGF UK employee will complete the CIF Foundation programme at some point between May and December 2016.

The programme will be delivered by CIF Facilitators – specially trained DGF UK colleagues – through an interactive one-and-a-half day session.

Lorraine Craig , DGF UK’s CIF Country Champion, on the benefits that CIF will bring to our business

THE FUTURE Natasha’s top tip “Always double check everything”

WHAT WILL CIF FOUNDATION COVER? CIF Foundation will focus on our values and behaviours, customer service, and renewing our forwarding culture. CIF will help us to bring our values to life and enable change within our business while supporting our development as individuals.

WHAT ARE THE BENEFITS TO OUR PEOPLE AND CUSTOMERS? Colleagues will benefit from new knowledge and skills and a greater understanding of

the business, our customers and the environment we operate in. In turn, our customers will benefit from an enhanced service from empowered colleagues who firmly understand that they are at the core of our business.

WILL THIS PROGRAMME HELP TO REVIVE OUR PERFORMANCE? Yes, it will play an essential part. Happy and empowered employees play a key role in enhancing customer satisfaction. Customer satisfaction leads to retention

The new recruit Natasha: I joined DGF UK last March after family members who have worked in the business recommended it as a great place to work.

As a Supply Chain Co-ordinator my typical day involves tracking shipments and keeping customers informed. I’m proud of my role as I was once told that a Supply Chain Co-ordinator is at the heart of our customers’ businesses, and I play an important role in ensuring their products make it onto the shelves.

I enjoy the communal feel within DGF and I’m fortunate to work within a team that shares my work ethic. My colleagues have been very welcoming and supportive. It was the icing on

and we must do this to protect our revenues and increase the likelihood of winning additional business.

Ultimately, investing in our people now and continuing to do so in the future is key to reviving our performance and growing our business in the years to come.

the cake to be paired up with my buddy, Claire, who has the experience and patience to answer my questions and is really helping me to settle in.

It’s interesting that Claire and I both started our DGF careers as implants on the Ford site in Daventry before becoming Supply Chain Co-ordinators.

The fact that Claire has now progressed to manager level has inspired me to work towards doing the same – I’m looking forward to seeing where my career with DGF takes me!

Are you a long server or a new recruit? Email

juliet.stevens@dhl.com

how it will work in practice.

They will have the opportunity to provide feedback so that the programme is optimised for DGF UK colleagues.

Additional Facilitators will then be trained before the CIF Foundation programme begins in May.

WHAT ARE THE NEXT STEPS? Four Country Facilitators have recently been trained to deliver CIF Foundation and ultimately understand more about the programme and

Issue 14 fwd 9

COMMUNITY

COMMUNITY HEROES 2016 Every year we celebrate the exceptional volunteering achievements of DHL colleagues all across the UK and 2016 is no different – entries for the Community Heroes Awards 2016 are now open!

If you helped a charity or community at some point between 1 January and 31 December 2015, or know a DHL colleague who did, enter one of the four categories: Volunteer of the Year, Volunteer Group of the Year, Partnership Award and Unsung Hero.

The winner in each category will receive £600 to donate

to their charity or community partners, while the runners up will receive £300 to pass on.

All UK-based DHL employees working with a registered charity or not-for-profit organisation are eligible for entry.

The entry process has been simplified for this year; you just need to complete a short online form by Friday 29 April 2016 to enter. The winners will be notified in advance of the awards ceremony, which will be held on Friday 17 June.

If you’re looking for inspiration, find out more about last year’s winners at heroes.dhlukfoundation.org

For more information and to enter, visit:

heroes.dhlukfoundation.org

Competition

Win!

a £25 Amazon gift card

Reading from left to right, the letters in the shaded squares will reveal a prize word Complete the crossword and email the prize word along with your contact details to the email address below by Tues 19 April 2016. Good luck!

juliet.stevens@dhl.com 10 fwd Issue 14

Test your general knowledge and you could win a £25 Amazon gift card

Across 7 (and 6 Down) Actor who played Hikaru Sulu in Star Trek (6,5) 8 Type of doctor who specialises in eyes (8) 10 Devoured, ate (8) 11 Cessation of pain or suffering (6) 12 Film in which Christian Bale played the Caped Crusader for the first time (6,6) 15 Peter _______, late actor famed for his portrayal of Inspector Clouseau in the Pink Panther films (7) 17 Mythical bird which was said to have risen from the flames (7) 19 Not sanctioned by law (12) 22 Second most populous city in Switzerland (6) 23 Officials at a football match that are now known as referee’s assistants (8) 25 Articulate and comprehensible (8) 26 Thomas _______, inventor of the light bulb (6)

Down 1 Refurbishes, makes over (9) 2 Villainous race in The Lord of the Rings (4) 3 2008 film starring Jim Carrey and Zooey Deschanel (3,3) 4 Person serving in the military (7) 5 Marine creature with five limbs (8) 6 See 7 Across.

9 Ancient Roman amphitheatre in Rome (9) 13 Arthropod that has many legs (9) 14 Plant under which you traditionally get a kiss at Christmas (9) 16 Freed from captivity (8) 18 Nimbleness, dexterity (7) 20 Bicycle designed for two people (6) 21 A citrus fruit (5) 24 The largest organ in the human body (4)

Congratulations to Steven Carlton, Export Operations and Customer Service Supervisor in Paisley, who correctly completed last issue’s crossword. The prize word was: CHARITY

A CLOSE SHAVE After being diagnosed with breast cancer recently, Jennifer Smith, an Operations Agent in Felixstowe, was inspired to raise essential funds for the Macmillan Woolverstone Wish Fundraising Group and Breast Cancer Now. Woolverstone Wish is raising much-needed funds to build an innovative cancer treatment centre at Ipswich Hospital, where Jennifer is receiving treatment.

“We held a fundraising evening

Before and after: Jennifer (above left) and Amber

GOODY BAG PACKING FOR WE DAY UK

Gatwick, Manchester, Birmingham and Northampton.

The bags were gratefully received by We Day UK attendees at the event in London on 9 March!

Thank you to all the DGF UK colleagues and their friends and families who took part in a We Day bag packing event recently!

Collectively the volunteers gave over 680 hours and packed a total of 12,000 bags during the events in

Gatwick

which involved head shaving, karaoke and a raffle,” explained Jennifer.

“A group of us, including my colleague Amber Scott, a Customer Services Advisor, had our heads shaved. One of our friends also had his chest waxed!

It was an amazing event and we raised over £3,500!”

Jennifer is hoping to boost this figure to over £4,000 by applying for Match It! funding from the DHL UK Foundation.

Everyone at DGF wishes Jennifer a full and speedy recovery.

SEASON OF GOODWILL Each colleague in our Paisley office donated £10 to dress casually during the month of December and the team also raffled a John Lewis hamper – congratulations to Gemma Burns who picked the winning ticket!

The team raised a total of £325 for the St Margaret of Scotland Hospice in Clydebank, Scotland, which has cared for family members of some colleagues in the past.

Pictured left to right are Ray Staitis, Karen Devlin, Garry McIntyre, Andrew Smyth, Gordon Edie, Andrew Isbister and Jason Stephens.

BOOST YOUR FUNDRAISING

If you’ve raised money for charity, apply for Match It! through the DHL UK Foundation and you could receive up to an extra £600 (individual) or £1,200 (group) for your cause.

Visit the website for more information and to apply today.

dhlukfoundation.org/programmes/match

We want your stories!

Birmingham

Email: juliet.stevens@dhl.com Call: 01932 574 415 Issue 14 fwd 11

Up

close and personal Monika Hejmanowska, a Warehouse Operative in Hayes, provides a unique insight into life as the only female in a team of more than 140

I joined DGF UK around two and a half years ago… after a friend (who doesn’t work at DGF) mentioned they had seen a job vacancy advertised for the Hayes warehouse. He bet me £1,000 I wouldn’t get it. Needless to say, I was delighted when I got the job and a £1,000 bonus by winning the bet!

My role includes… loading and unloading freight using a fork lift truck and breaking down pallets once they’re finished with. It’s hands on, but I enjoy it.

I get a lot of satisfaction from my work… every day is different and I get to complete a range of different tasks that keep it interesting. It’s great working in the warehouse.

I moved to London from my home country of Poland 10 years ago... after a couple of years I moved to Bristol where I trained as a Warehouse Operative. I moved back to the London area in 2013 and joined DGF shortly after.

Many people are surprised to hear that I’m a trained beautician… but I prefer my current career, especially when it’s not raining!

My dad’s a bit old fashioned and doesn’t really like me working in the warehouse… he thinks I should be working in an office, or train as a doctor.

I work in a stereotypically male role… but I would like to see more women working in the warehouse, and encourage more women to consider this type of role as a career option.

Monika’s favourite FILM: Any one of the Harry Potter films FOOD: Ice cream and chips (but not together!)

SPORT: Relaxing on my sofa HOLIDAY DESTINATION: Anywhere hot TV PROGRAMME: Gogglebox HERO: My husband