Good morning All
Just in case you missed this amongst the huge amount of TV which comes our way these days, the last episode of Undercover Boss by Channel 4 was a great insight into the DHL Express UK business, looking at many areas including their customer service centre in East Midlands, their hub in the same location and their delivery drivers in two regions, Stoke on Trent and central London. It showed one thing for sure, and this doesnt just apply to DHL. The people at the sharp end often feel constrained by rules and KPIs and often don't feel appreciated or listened to. And most importantly, their senior managers don't often join them in the engine room for a perspective on how the business is going and what they need to change to avoid losing their edge.
Clearly a huge operation and striving to keep it customer focused and taking care of their human resources, their greatest asset.
A pretty brave move for their CEO, Phil Couchman to make, revealing warts and all as it were. Hats off to him I say.
http://www.channel4.com/programmes/undercover-boss/episode-guide/series-5/episode-1
Kind Regards
Andy Cliff
http://www.straightforwardconsultancy.co.uk/
No comments:
Post a Comment