DHL

INTERVIEW WITH MR.IMRAN SHAIKH- MANAGING

DIRECTOR DHL GLOBAL FORWARDING KARACHI, PAKISTAN

1. How does DHL align its performance goals with overall Company strategy?

“Our strategy or our performance obviously comes from company goals. And then we draw
a roadmap keeping the strategy in mind and what we want to achieve, what is the end result
and that roadmap leads to the desired end result which needs the strategy of the company.”

2. How do employees perceive the 360 degree system being implemented in the
organization? How do you, as a Managing Director perceive it from an employee’s
point of view?

“It is very positive; it has helped us a lot! There is always room for improvement.
Feedback, Internal or external is very important. It has been so far taken in a positive way.
We are even able to see how we can improve our services which lead to customer
satisfaction.”

3. Are the employees of DHL aware of the Key Performance Indicators set and
practiced in the organization?

“Yes, we have a program where this is communication from the very senior level down to
the warehouse level, from operations to warehouse and every level it is communication.
And we feel confident that the means of communication and the message gets to each level
from top to bottom.”

4. Have the employees been comfortable with the Performance Appraisal System
which has been implemented in the organization?

“Ye, the First Choice Program provide good feedback. Results have been very positive. So
I will say ‘Yes’!”

5. Is the entire system encouraging for the employees? Does it contribute to the
success of Individuals?

“It has a very positive impact. Individually on peoples careers, to the company and our
customers also.”

6. Do the appraiser and the appraisee, both share mutually agreeable goals?
“Absolutely, those are set goals, targets are set well in advance and there is regular
feedback on how the employee is doing to achieve their goals and targets. So again, it’s not
a surprise.”

7. Do you think the method hypes way to praise the employee’s strengths while
their weaknesses are also outlined in the appraisal system?
Do they get discouraged?

“No, they are not discouraged! Both positive and negative feedback is shared equally. And
in the same manner! And any negative feedback, if there is, comes with a corrective action-
how it can be improved through training, coaching, it could be through other means that are
available.”

8. But do you think the employees might get affected when they hear their negative
attributes being highlighted?

“No, the reason that I feel it is not discouraging or it should not be discouraging is that if an
area of improvement is shown or is highlighted- at the same time we have a program that
helps an employee be a ‘top achiever’ in the same area where improvement is needed.
It is more about the way we communicate – it’s not just the area that we communicate for,
we communicate along with how we are going to help the employee to better in the
respective area: Improve!”

9. How often are the appraisals conducted for accuracy?

“Obviously there are annual appraisals but every quarter there is feedback to employees in
a discussion form-verbal or written to appraise their performances.”

10. Are the employees setting performances on any benchmarks?

“Yeah, there is always competition so whether we are competing with another station or
and an individual’s KPI is competing with another individual within the same department
or outside the department or I would say any other country or so.”

11. Are there future plans for Appraisal System any specific?

“Right now the appraisal system we have is working very well. Obviously there are some
areas of improvement and every year they have been looked at! However, no immediate
plan of changing it.”
12. Have you noticed any specific improvements, in terms of units’ improvement by
employees after the system is conducted?

“Yes actually, during the appraisal system if there is an employee who has areas of
improvement, they are closely coached and trained regularly and are helped improve the
areas. So there is close follow-up on employees who have their areas- because it eventually
affects our service.”

13. Has there ever been any constraint in practicing the appraisal system DHL is
following?

“No, not at all so far-“