DHL Express UAE gets ISO 20000 certification

First logistics provider in the Middle East to achieve IT service management certification

Tags: DHL Worldwide ExpressISO StandardsUnited Arab Emirates
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DHL Express UAE gets ISO 20000 certification ISO 20000 certification is part of DHL's overall commitment to customer service and quality, says Sashi. (ITP Images)
By  Mark Sutton Published  July 24, 2012

DHL Express UAE has become the first logistics provider in the Middle East to achieve the ISO 20000 certification for IT service management.

ISO 20000 is an international standard for IT service quality, that includes benchmarks for best practice, and to create a shift to pro-active processes, improvement of processes to create competitive advantage and the alignment of IT services and business strategy.

Frank-Uwe Ungerer, Country Manager for DHL Express UAE, commented: "Achieving the ISO 20000 certification is a remarkable step we've taken together as a company to differentiate ourselves within the logistics sector - this achievement is a formal mechanism for reviewing our services and provides our customers with the opportunity to measure our commitment.

"The ISO qualification audit is a rigorous process that implements stringent principles which ensures we benchmark ourselves against high-standards to guarantee our IT service quality is always best for our customers," added Ungerer.

DHL Express UAE was presented with the ISO 20000 certificate after undergoing assessment by Lloyds Register Quality Assurance (LRQA).

Praveen Sashi, head of IT for DHL Express UAE, who headed the ISO 20000 qualification efforts, said achieving the standard was part of DHL’s commitment to quality and customer service.

“It’s meeting our overall strategy, at the core it’s the customer. With this, we’re setting a benchmark, where we’re saying to our customers that our IT service quality, our ability to deliver is world class, it’s aligned to a global benchmark and the whole intention is to improve our quality of service to meet our customer requirements and improve customer confidence,” Sashi said.

The IT and business functions are aligned through the use of a balanced scorecard approach, that measures IT performance on a monthly basis against 25 key performance indicators (KPI).

“More than an achievement, [ISO 20000] is a step to continual process improvement; this will ensure our process only improves, if there is any deviation from that, it would flag it immediately so we’re able to fix it and the process continues to remain the best,” he added.

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