DHL E-Insight

Edition – 2021

e-INSIGHT
DHL Express– Excellence. Simply delivered.
P =GQ
People = Growth Quality

DHL EXPRESS Malaysia & Brunei

HR Advisor’s Note

Hi DHL Superstars,

I am thrilled to introduce you to DHL E-Insight’s second
edition of the year!

I hope that both you and your loved ones have been staying
safe and healthy. Myself and the Senior Management Team
cannot express our gratitude enough to each and every one
of you, whose commitment and enthusiasm have ensured
that we not only continue to deliver Great Service Quality but
also achieve Great Place to Work for the fourth year running.

As we enter the second half of 2021, our sights remain
focused on P=GQ. We are dedicated to making People our top
priority as well as protecting the Health and Safety of our
workforce. This is evident in the initiatives we completed
since our previous issue: helping to advance herd immunity
among our staff with our very own vaccination drives; driving
talent acquisition through our Taleo recruitment platform;
rolling out employee engagement activities like As One Week
and DHL4HER; striving to achieve smart workplaces with
Smart Connect; and of course embodying our mandate to
connect people and improve lives via DHL’s Got Heart. The
photos we have collected within these pages are sure to keep
these memories fresh and alive for all who shared in the
moments.

Before I pen off, I would like to emphasize again that the
pandemic is a long-term battle, and that it can only be won
with our collective adherence to personal hygiene and
physical distancing measures at all times. We have prevailed
As One, and we will continue to prevail As One.

Take care and stay safe!

Yours truly,
Jasweet Dhillon
E-Insight Advisor

Content

People From Managing Director’s Office
Quality In our Loving Memory & COVID-19 Survivors
COVID-19 Updates
Health & Safety
Tough time never LAST, But Tough people DO
Superstars – New Hired & Q2 Promoted

Talent Acquisition

Talent Management

CIS Updates
VLC Motivated People
Health & Wellness

Compliance Updates

Smart Connect

Growth Superstars – As One
EOS
Great Place to Work

DHL’s Got Heart

MYVLC Updates
Digitalization Updates
Go Green Updates
DHL4HER
What Superstars Are Saying

What’s Coming Your Way

From Managing Director’s
Office

Dear Colleagues,

I am delighted to announce that we have once again been certified as the Best Workplace in Malaysia and Brunei by Great Place to Work and Best
Place to Work in 2021!

We have all worked hard, especially our front-liners, to battle against the pandemic and continue providing our customers with the best level of
service. I am proud of your efforts to go above and beyond to keep our people safe. Receiving this recognition for the fourth time in a row affirms
that we are doing the right thing for you. Our people at the frontline keep the DHL flag flying high, honouring our customer promises and truly
delivering excellence. Thank you to all our frontline heroes!

A Great and Safe Place to Work for All
As the local Covid-19 cases rise, we will continue our efforts to minimize the risk of spreading the virus, such as conducting deep cleaning, anti-
microbial coating in facilities, and arranging for swab tests. In addition, I am proud to see that we have >90% of our workforce vaccinated with the
1st Dose and >80% with the 2nd Dose. I hope to see everyone immunized by the end of September 2021.

We've also placed great importance on workplace safety for our employees. As a result, we have a Group-wide accident rate (LTIFR, number of
accidents per 200,000 working hours) as a key performance indicator (KPI) of our occupational health and safety measures. Year-to-date, we
have 11 Lost Time Incidents recorded and a Lost Time Incident Frequency Rate of 1.67 in Malaysia vs 139 same time last year.

However, even one accident is too many, and every employee deserves to return home to their families safely. Therefore, I urge everyone to
identify accident blackspots and develop appropriate prevention measures.

I've been encouraged by the creative efforts we took to keep our people motivated, connected, and celebrate our achievements through events
such as Appreciation Week and, most recently, Festiv-ALL 2021!

Recently, we launched Smart Connect – the first step in our journey towards a Smart Workspace. The Smart Connect app is an employee
engagement and self-service mobile app that allows us to quickly share the many stories we have in the region. We will also be rolling out the
Future of Work concept, designed to give employees the flexibility to adapt to an ever-changing work environment.

Motivated People Drives Growth & Quality

Despite the challenges, our growth momentum continued into the first half of 2021. Our TDI Revenue (RpD Excl. FS & ESS grew 26.5%, driven by
Kilos's growth at 20%, as we see continued B2C demand. At the same time, we see B2B volumes gradually recovering from Q2 2020. We should
also be incredibly proud of the key role we are playing in the Pfizer vaccine distribution to support the country's National Vaccination Program. To
date, we have distributed close to 20M doses of the vaccine to the 54 identified countrywide PPVs.

Most importantly, we know where the opportunities are, and we are well prepared to capture them. However, the growing demand for our
services means we must continuously improve ourselves to maintain the service quality.

We faced transit time challenges with the rise in volume exceeding capabilities in CVG Hub earlier this year, but we are catching up globally. For
example, in Malaysia, our transit time stands firmly at 95.8%. Despite the challenges on the ground, such as facility closures and impact from
Covid-19, our CS superstars continue to perform well.

To ensure that we can meet market demand, we constantly invest in our network and infrastructure. For example, in Malaysia, we announced our
move to the new KLIA Gateway by early 2024, our new DPW service centre by early 2022 and relocation of our EKL service centre by Q1 2024
with a total investment of MYR 280M.

We also adjusted our flights and changed our original flight route of Hong Kong-Ho Chi Minh City-Penang to direct flights from Hong Kong to Ho
Chi Minh City and Penang. We will continue to see how we can bolster our flight network and deliver great service quality to our customers.

Building a Sustainable Future

Earlier this year, DPDHL Group launched the new Sustainability Roadmap, followed by what it meant to us at DHL Express. So it is an excellent
time to do a stock take to see where we are at six months into the year and what we can do to accelerate our sustainability journey.

Environmental – We will continue to focus on applying clean energy in our fleets and facilities, planting trees and increasing our pool of GoGreen
specialists. We will continue to look into solutions that could increase efficiency and increase the use of clean technologies in our fleets and
facilities. To date, we have planted 6,030 trees, achieved 98% completion for the Certified Go Green Specialist module, completed 101 GoGreen
initiatives on recycling, paper usage, plastic usage and electricity usage, and outfitted our facilities with 100% LED lighting. We have already
installed solar panels for the Johor GTW, and we will soon be installing them at KUL GTW, DPN and DPW.

Social – We have been providing a safe and engaging working environment for all our people. Let us continue maintaining a high level of
employee engagement, reducing our accident rate, creating a more inclusive culture, and embed human rights awareness in our day-to-day work.
We had 98% participation in our recent Great Place to Work Survey, where we were Certified as Best Place to Work in 2021 for the 4th year in a
row, with 23% of women a part of our total workforce.

Governance – Compliance must be fundamental to how we do our business. Through various training and by following the core process of the
Compliance Management System, we commit to being transparent and apply compliant business practices in all the markets we operate. I am
happy to share that MY and BN have a 100% completion on the 5 Core Compliance Training. Let's continue to work with our Compliance
Coordinator to maintain our reputation as a trusted Provider of Choice.

As we celebrate a strong first half, the return of lockdown restrictions in many countries reminds us that we are not out of the woods yet. Our
people are the heartbeat of this organization, so we must do everything in our power to keep them safe.

For the business, the main thing is to keep the main thing the main thing:

Our people are our priority, and we will continue to build a Great Place to Work not for One but ALL
While we fight our battles today, we must keep an eye on the future. Let's be prepared for the 'Post Pandemic Growth Window' and think about
how we can capture the opportunities to sustain our growth
Don't forget our Customer-Centric Culture through our CX Excellence Program to deliver on our promise of great service quality through ICCC,
NPA and FC
Continue to leverage digitalization to solve business challenges focusing on Employee Experience, Customer Experience and Operational
Efficiency

Always keep our purpose of "Connecting People, Improving Lives" in mind and do what's best for our people, customers, and communities.
Stay safe, healthy, and let's keep the momentum going to conquer the rest of 2021, bringing us a step closer to our VLC dreams by 2025 AsOne!

Yours truly,
Julian Neo
ManaYgoinugrsDtirruelcyt,or

Julian Neo
Managing Director

In our Loving Memory…

Helmi Bin Radzi Sivabalan A/L

PENGTW Nadarajah

18th May 2021 EKL

26th July 2021

Helmi Bin Radzi also known as Abang Mie by all of us, Sivabalan is one of the best courier and peers for EKL,
it’s with great sadness that he is no longer with us but He join DHL since year 2015, and left the world on 26 July
all his photos / great stories will always being in our 2021, He is a very dedicated, hardworking courier and
memories. He has been an employee for 28 years and always willing to help and support among all, His always
his last role is Custom Broker in Penang Gateway. have a very friendly and charming smile, I always like to see
Helmi is highly regarded by his peers and also his smile when I walk into facility as his van park next to the
customs authority for his vast in-depth knowledge. entrance, Without fail he will greet with his charming smile
He is kind, friendly, down to earth and very helpful. and it will always make my day, For my team and I in EKL,
He had been a valued member of our team since 1st we miss him so much and his smile will always in our mind.
May 1993 and will be missed him a lot.
While writing this,
I checked my message inbox, the last message he send to
me is “tq boss”, The same, I would like to say to Sivabalan,
“TQ”, we will always remember you.

COVID-19 Survivors

I was confirmed positive on July 20, 2021 which I had I am from Ops team in SZBGTW. I was tested positive in
symptoms of fever and a fairly severe cough and was asked JUNE. When I first felt the symptoms (fever, body ache,
to do a PCR test at EPJ. From the PCR test, I only knew that I cough) I thought it was because of the tired after working
was COVID-19 positive. I underwent self -quarantine at day. I had not met anyone and only gone to buy groceries a
home alone. The symptoms I experienced were fever on and couple of times. My RTK test was positive when I visited
off, loss of sense of smell, loss of sense of taste, diarrhea clinic to get MC. I started worry and company arranged PCR
and cough to the point of producing blood clots. As long as I test for me and confirmed detected. Family members also
am positive, my appetite disappears, I sleep in a sitting tested positive few days later and this including my wife
position and if I lie down my breathing becomes abnormal who pregnant. My family are required to home-quarantine
and it is difficult to breathe. Sadly, my son and wife also while me and wife were admitted to hospital with different
tested positive a day after me and were admitted to Banting hospital beds. I had to have oxygen all day for almost 3
hospital. My 10 -month -old son had a high fever that days, was monitored closely by nurses. I had to take lots of
reached 40’C. After 6 days in Banting hospital, my child and medication. My wife had minor issues and recovered within
wife were sent to Selayang hospital due to the child being a week! And the rest of the family took around two weeks to
confirmed stage 4 and had to be admitted to the ICU ward recover and were all discharged together! When I was in 4
and fitted with a respirator. Alhamdulillah, day after day my days warded at Sg buloh Hospital, I received the bad news
son and wife recovered and they were released from the that my mum passed away due to her lung cancer stage 4 &
hospital on 5 August 2021 and we as a family have she also was positive COVID-19. We had lost our beloved
recovered to this day after fighting COVID-19 for almost 3 mum during this pandemic.
weeks. My advice to those who are still safe and have never My advice to all is please follow SOP, wear mask, physical
experienced the challenge of this disease, stay away from distancing, and shower once back home. Stay home always
the COVID-19 virus because COVID-19 is really tough. Wear and keep your family safe. Life is short and be happy with
mask properly, follow SOPs and keep yourself clean. Take what we have.
good care of yourself and your family. Safety first!
- A sharing from SZBGTW Employee -
- A sharing from EPJ Employee -

Malaysia Vaccine Distribution Overview COVID-19 Updates

DHL Express Malaysia has distributed over 16 million doses of the Pfizer-
BioNTech vaccine across the country. This took six months of planning
involving cross-functional teams, multiple rounds of top-level consultation with
diverse stakeholders, and repeated live simulations and stress tests. As a result,
DHL garnered positive public perception and reviews for the vaccine
Distribution Project Team’s efforts.

By the end of the project, a total of 44 million doses will be delivered.

Very recently, the country was also awarded the APEC Can Do Award for Q2 of
2021 for the relentless effort in ensuring the project a success.

Vaccination Drive – DHL Express @ TMCC

Vaccination Status: Data As Of 19th August 2021

Country Safety Statistics 2021 Health & Safety

Speed Limit Device (Brunei Team)

Online Vehicle Inspection

• Speed limit device were installed for all our PUD
• Vans and Gateway Truck [Max 80 km/hr]
• These are the requirement from Brunei JPD.
• Every six months, these vehicles will need to go
• for inspections before renewing the road tax.

Tough times never LAST,
But Tough people DO…

Hi Yaganes, in what way that you Hi Azlan, can you tell us how do you feel
have contributed to the vaccines as part of COVID-19 vaccines
projects? distribution?

Yaganes A/L As we know that vaccination is very Azlan Bin I was feeling great to take participant to deliver the
Kanan – important to fight COVID-19 and only Zawawi – vaccines. Bring vaccines with the Police Escort
with vaccine we can help Malaysia to Teams give me a good experiences and its make
Courier [DPW] recover back from this Pandemic. I feel Lead me feel that DHL was important bodies to
so excited and proud has been chosen Operations Malaysian Country to keep Malaysian achieved 80
to deliver this vaccine to serve to my Agent [JHB] percent of heart immunity and back to normal life.
country people. As DG specialist and shipment monitoring, I have to
ensure the shipments with correct quantity, correct
places as well as shipment is in good temperatures
and condition. Since DHL is international logistic
company, I need to ensure customer had a good
expectation to DHL in handling the valuable
shipments.

BKI Team Hi Team, in what way that you feel Hi Team, in what way that you feel your
Abdul Nazri your team in BKI have contributed to team in BKI have contributed to the
Bin Mujin the vaccines projects? vaccines projects?
Lionel John
To ensure all customs clearance & EKL Team As DHL staff I am very proud and happy to have the
Rich airline recovery has took it place to Nik Zuraime Bin opportunity to be part of the vaccines distribution
Redfordson avoid hiccup during the delivery team, it was extremely proud to able to serve our
arrangement. We work As One and Nekmat country and fulfill customer satisfaction. Apart
Voon feel so motivated & proud can Mohamad from delivery we work closely with authority to
Melven Paul contribute to country & people. Haristanto Bin make sure the delivery journey is safe and on-time
Soegijono delivery.

DHL Superstars
New Hired

Hi Muzzaffmil, welcome to What do you feel as a new Hi Kumuthan, please share
DHL! Can you please share hired? Please share with us, with us how do you feels as
to us your onboarding Luqman. a new hired in DHL?
experience with DHL?
Thank you for giving me the As a new hired OPS Agent, I
I get to work with motivated opportunity to be part of the would first like to thank DHL
people, experienced a Big Yellow Machine Family. for giving me this new
different leadership approach Although we all know how opportunity. Everyone has
as we have 5 supervisors in big DHL Express is in the given so much cooperation
FL, I have also engaged in logistics business, and patience throughout. I
many activities such as onboarding was an eye am very much happy working
appointed mentor for new opener when I was brought here and a future with DHL is
hires, CSSG committee just to on tour of all the teams, certainly my dream
name a few. My hard earned facilities, equipment, and the
effort was also recognized number of vehicles. The The management team has
and awarded as EOM for May experience truly is once in a given me good briefings
2021 and NPA awards which lifetime, and definitely an during my first week of
is a big deal for someone new exciting one. working here. Secondly, I am
like me. Additionally I also very impressed with the
Muzzaffmil Bin believe that DHL cares for the Mohammad Kumuthan A/L explanation that has been
Mahmud – employee whereby we still Luqman Hafiz Jeyabalan – given to me here as this
Customer continuously receive healthy Bin Md. Yusof – Gateway made me feel motivated and
kit from time to time. Operations give my best.
Service Advisor Operations Agent
[CS] Agent [JHB] [PENGTW]

DHL Superstars
2nd Quarter Promoted

Tan Lay Wen – Hi Lay Wen, can you share with us how Muhammad Who would be your role model, Fariz?
Telesales do you feel being promoted? Fariz Bin
Manager Mustafa – Role models are my colleague, Adam
I am grateful for all the support and Syukri, Supervisor, Saiful Hisham and of
[Commercial] sharing from cross-functional teams Teamleader course my family. I get all my questions
leading to what I am today and I’m PUD and support from them. I’m driven by a
excited to take a bigger responsibility [JHB] brighter future for my family, so I ensure
from being an Individual Contributor to a to be positive in every challenge I face.
Leadership role. I would like to develop Right now I want to learn my role as a TL
my leadership and analytical skills and to to the fullest and aspire to be the next
be a successful People Manager. supervisor. But that will not be the end of
my career progression.

What drives you to become motivated, Hi Khairul, what would me your career
Aling? aspiration and who is your role model?

Aling Anak When I join KCHGTW everyone accept me Mohamad My career aspiration is to start climbing
Merudi - with open hand and guide me. My Khairul Hafizan the stepping stone to a higher ground. This
Gateway supervisor guidance and motivation time around I’m here as Truncker, but next
drives me very well to master all the - Courier 2-3 years, I’m aiming for Custom Broker
Operations process in very short period. I am looking (Trunker) position to expose myself in the field of
Team Leader forward to growth together with DHL and [PENGTW] Custom Clearance. My role model is Sir
[KCHGTW] I believe soon I will able to achieve my Adam Sulaiman as I see his impressive
goal to become Supervisor when I am potential. Whatever he planned will be
ready for it. successful and even becoming out of
expectation. Everyone will follow him
without doubt and full of respect. It is not
easy to gain everyone trust.

Talent Acquisition

April New Hire New Hire New HIre New Hire
Tan Kee Peng Mohd Shahir Bin Ahmad
New Hire Finance Controller Courier Mohamad Hazim Kelvvin Raj A/L Balakrishnan
Yong Fui Chin Accounting & Tax EXP MY EAC Service Centre Bin Mohamad Anuar Courier
Senior Manager EXP MY Management Accounting Courier EXP MY EKL Service Centre
Accounting & Tax Promotion EXP MY EPJ Service Centre
EXP MY Management Accounting Promotion Wong Jhun Ren
Alif Haikal Bin Harun Senior Internal Auditor
New Hire Key Account Support Executive MY - Express Country Office
Syahril Nizam Bin Subairi MY - Express Country Office
Courier New Hire New Hire New Hire
EXP MY OJB Service Centre New Hire Mohammad Amin Firdaus Bin Abdul Manap Asogan A/L Vejeyan
Kumuthan A/L Jeyabalan Bin Mohammad Fauzi Gateway Operations Agent Gateway Operations Agent
May Gateway Operations Agent Analyst, Application Support EXP MY Gateway - Johor Bahru EXP MY Gateway - Subang
EXP MY Gateway - Penang EXP MY Program Delivery
New Hire Promotion Promotion
Mega Nathan A/L Mugilan New Hire New Hire Tan Lay Wen Jeeva A/L Anbalagan
Gateway Operations Agent Ng Yee Zseng Badrul Hisham Bin Tun Jelani Telesales Manager Operations Team Leader
EXP MY Gateway - Penang Technical Analyst, Service Gateway Operations Agent EXP MY Direct Sales EXP MY OLG Service Centre
Management EXP MY Gateway - Penang
New Hire EXP MY Service Management Promotion Promotion
Mohamad Arif Bin Supian Promotion Mohamad Khairul Hafizan Navinprasath A/L Sandramohanan
Analyst, Application Support Promotion Prakash A/L Maron Courier (Trunker) Data Administration Agent
EXP MY Program Delivery Aidil Shafiq Bin Ismail Network Control Agent EXP MY Gateway - Penang EXP MY Gateway - Subang
Customs Broker EXP MY Gateway - Subang
Promotion EXP MY Gateway - Johor Bahru Promotion Promotion
Mohd Akmal Fakrudin Bin Mohd Promotion Nurulwahida Binti Kamarudin Sivabalan A/L Ganesan
Sharin Promotion Aling Anak Merudi Customer Service Advisor Contact Centre Team Manager
Courier Mohd Farid Bin Mat Johar Gateway Operations Team Leader EXP MY Customer Care EXP MY Contact Centre
EXP MY OJB Service Centre Clearance Supervisor EXP MY Gateway - Kuching
EXP MY Gateway - Subang
Promotion New Hire New HIre New Hire
Muhammad Ariff Bin Hasbullah New Hire
Courier Joshella Binti Jamie Muzzaffmil Bin Mahmud Shukreeah Binti Hunainy Rasydan Bin Masri
EXP MY Gateway - Johor Bahru Customer Service Advisor Customer Service Advisor Customer Service Advisor Operations Agent
EXP MY Contact Centre EXP MY Contact Centre EXP MY Contact Centre EXP MY OJB Service Centre
Promotion
MMouhhaammamd aNdazAirmiffBBininRHaazsabkullah New Hire New Hire New HIre New Hire
Exception Handling Agent Darshini Pillai A/P V Sandramohan Muhammad Ashraf Bin Abd Manap Vignesrau A/L Yesparan Nur Azlina Binti Abdul Manap
EXP MY EPJ Service Centre Customer Service Advisor Operations Agent Operations Agent Analyst, Application Support
EXP MY Contact Centre EXP MY EKL Service Centre EXP MY EKL Service Centre EXP MY Program Delivery
June
New Hire New Hire New HIre New Hire
New Hire Justina Yeoh Mei Hwa Mohamad Hasraf Bin Mohamad Unus Chan Yew Meng Mohammad Luqman Hafiz Bin Md.
Senior Manager, Customer Service Customer Service Advisor, Telemarketing Executive Yusof
Athirah Binti Dan Tools & Technology Tracing EXP MY Direct Sales Operations Agent
Customer Service Advisor EXP GHO CS - Tools & Technology EXP MY Customer Care EXP MY OJB Service Centre
EXP MY Contact Centre

New Hire
Utheeraleghaa A/P Jayachandran
Operations Agent (OSP)
EXP MY DPN Service Centre

New Hire
Muhammad Azhar Bin Mohd Ariffin
Key Account Support Executive
EXP MY Key Account Support

Promotion
Muhammad Fariz Bin Mustafa
Team leader PUD
EXP MY OJB Service Centre

Talent Management

Leadership Attributes (LAS) Recruit ‘As One’ with TALEO

As a recap, this framework s based on the principle of Taleo is a state-of-the-art recruitment platform which gives
leading with "Head, Heart and Guts" and consists of six DHL Express the ability to attract and connect with candidates
leadership attributes. LAS is use to emphasize our and process their applications more efficiently.
renewed focus on great leadership and foster a strong On 17 May 2021, the digital Global Onboarding Process for New
leadership culture, hence it is being extended to our Hires via TALEO was launch and this is another step forward in
current executives the leadership framework to making the onboarding process easier and enhance the
further levels in our organization. experience of our new hires.
SONRU interview is another existing feature on TALEO which
Are you ready to use LAS for your 2021 year recruiter can engage candidates via online interviews which is
end performance review? fast, easy & hassle free
Let’s look forward to more enhancements on TALEO in the
future

Virtual Teambuilding Career Day

For the 1st time ever we are organizing a Team Building The overall objective of having Career day is to build
Event Virtually for all our employees. Though we can’t employee’s understanding and readiness of their growth
meet physically but that doesn’t stopped us from potential with DHL. We have organized 2 Career Day event in
engaging with each other via new fun ways May and Aug 2021 attended by more than 100 employees.
A total of 9 sessions has been carried out and from the The key takeaways shared by the participants who has
survey poll carried out 100% of the participants attended were the Career Day has enable them to see a
enjoyed the activities. bigger picture in terms of planning their career growth, and
Do look forward to your session and have fun engaging they were inspired with the success stories shared
with your team mates ! Stay tune for the next upcoming dates of Career
Day!

Employee Induction Program (Hybrid)

VLC Motivated People

Re-Skilling Our Workforce For 4IR & Beyond

Health & Wellness

Stay tune for our
next activities:

1) Flu Vaccination –
2nd doses

2) Health Talk
3) Upcoming

Healthcare Pack

Top 5 Medical Conditions for DHL Express (M) Employees

Health & Wellness

Compliance Updates

Compliance Awareness

Single-
Sign-On
(SSO)
through
Ascender –
PeoplePay
System

More fun activities coming your
way through Smart Connect…

Hi Anba, which project have What is your passion and Hi Dai Na, can you share
you lead and what is the commitment as part of the with us how do you feel
achievement being As One? team, Linn? being As One Committee?

Particularly this year, I have I am passionate to see more I feel honoured to be
been with the project teams creative activities among all representing my function as
for Fit for Work Week and the As One leads, and the As One committee. I was part
Parents’ Day Celebration. As commitment to make As One of the team for the Townhall
much as it was fun for the Committee even more initiative and was also in
participants, the organizing exciting than before! I have Parent's day initiative.
team equally had a share lead the Ramadan/Raya As a member of the As One
planning. It has been a activities with the gorgeous committee I feel that I have
rewarding experience being Norita, Sharon, Parents Day brought together my team to
part of the committee amidst activities with the awesome join in all the fun as well as
such trying times, to ensure Anba, Daina. Seeing the contribute back to the
our employees everywhere in smiles, excitement among community where needed.
the country are engaged, our employees is the biggest
inspired and helped where achievement of all! Neoh Dai Na –
needed. Executive
Secretary
Anbananthan Haslinda Binti
A/l Appal Turai Mohd Razali – [Express GM]

– Customer Functional
Operations Coordinator
Group Mngr [Commercial]
[Nat Ops]

Townhall Q3 Completion Rate:

100%

Employee Opinion Survey
1st Sept – 23rd Sept’2021

Your Voice Counts!

Great Place to Work

DHLE MY boost #BenderaPutih aid CONNECTING PEOPLE,
with distribution of essential IMPROVING LIVES
groceries

As COVID-19 continues to exert its heavy toll, #BenderaPutih is becoming a major rallying cry among Malaysians. Literally meaning
‘White Flag’, the campaign encourages those struggling to silently appeal for aid by hanging the titular cloth outside their homes.
Many have come together in solidarity and goodwill to respond with assistance, from basic necessities and financial care to
something as simple as a hot meal.
The movement signals the dire straits of a prolonged pandemic that resulted in business closures, job losses, and slashed income. It
began when the country entered another full lockdown in June with the caveat that restrictions will be lifted once the number of
daily cases fall below 4,000. The figures have persistently exceeded the five-digit mark since.
DHL Express has always been committed to supporting vulnerable communities in times of crisis, and members of the Big Yellow
Machine actively bring this principle to the fore. As part of a donation drive held earlier this year, staff nationwide raised a
cumulative RM98,743.60 (approximately €19,600) to go towards charitable causes. In doing its part to help alleviate the stress of
financial hardship, the company has dedicated part of the proceeds to the distribution of essential groceries boxes.
Under the banner of the Unity Project, employees were empowered to contribute to on-site food banks, identify potential
beneficiaries, and perform last-mile deliveries. Friends and relatives extended their generosity as well, supplementing the items
collected with cash and in-kind provisions.
The first phase of the initiative saw 120 households receive supplies comprising rice, vermicelli, instant noodles, canned sardines,
biscuits, sugar, salt, flour, cooking oil, Milo, condensed milk, and tea. Much of these were facilitated through the Tamil Methodist
Church, Sri Maha Athi Muneeswarar Temple, and Madrasah Al-Khairiah—three houses of worship in Sentul, Kuala Lumpur, that
serve large impoverished, migrant, and refugee populations.
The impact extends beyond the Klang Valley. In the East Coast, a former colleague lent a hand in purchasing and sending food aid in
the small town of Ajil, while a courier and his wife managed the delivery for a family in Kuala Terengganu. The northern region team
have also organised their own donation drive and channeled it to a local food bank.
Amid a backdrop of economic and social uncertainty, the white flag has transformed from a symbol of defeat to a beacon of hope.
As #BenderaPutih endures in the compassion Malaysians have demonstrated for their fellow compatriots, DHL Express Malaysia
and the Unity Project will keep assessing needs and determining where we can best provide hunger relief.

MY – Very Large Country

Liew Hun Ni – Hello Superstars,
Head of
Business Hope you are all keeping well. Since our last edition of DHL e-Insight, we have re-launched our ICCC
pledge in June as well as CX Framework activities in July. Some of you would have heard from your
Transformation manager or supervisor on our MYVLC Journey through Continuous Improvement and our focus on living
[Express GM] out our Insanely Customer Centric Culture (ICCC). I hope the activities helped you think about how you
can play a role, what some of the challenges may be, and how you can overcome them. For those who
have not gone through these sessions, don’t worry as I am sure your manager or supervisor has plans in
place to roll this out in August.

Our goal is to get from Great Service Quality to Excellence. Simply Delivered and together As One we can
achieve this by living out our Insanely Customer Centric Culture.

We want our customers to feel valued every time they interact with us; be it through a phone call, email,
chat, face-to-face or even when they are using our system and mobile app.

So where are we now?

We track customer satisfaction through 2 surveys; Net Promoter Approach monthly, and ICCC Index
quarterly.

• Net Promoter Score for July is 61%, which is a +2% improvement vs. Q2 average of 59%
• ICCC Index for Q2 ’21 is 82%, which is a -2% dip from Q1 ’21 index of 84% (our best score)

While we have seen a dip in Q2 ’21, we believe that this was impacted by the network congestion issue
that we faced in April and May. It is therefore encouraging to see that since the congestion issue has
been addressed in June, our NPS for July has improved.

This has shown that there will be circumstances that impact customer experience beyond our control so
let’s focus on being the best in what we can control, e.g. local processes, our proactiveness, and the way
we interact with the customer. Studies have shown that even when things go wrong, the way we interact
with the customer can put them at ease and when we solve their problem, they are even happier than
before the issue happened.

Coming up next

We have started a comic series showcasing ICCC stories to give you some ideas on how you too can play a
part. We also want to showcase more employee stories through videos so please ensure you share your
ICCC stories with your supervisor or manager – those selected will be featured in our video clips.

Thank you for all the great work that you are doing and I want to encourage you to continue to share your
ideas on how we can improve customer experience to our campfire (link here). Please stay safe and take
care of yourselves.

Q2 ’21 ICCC Results

Digitalization Updates

Go Green Updates

DHL4HER

As the world’s most international company, we are
celebrating the 100,000 people who make up our
network – each of them bringing their own unique
background, experiences and abilities to the table.
It’s all about promoting discussion around inclusivity
and equality within our workplace, and to that end
we’ll be hearing from ambassadors of our new
DHL4ALL program which promises to promote
diversity even further.
As you will know, we established DHL4HER some time
ago as part of our mission to promote gender equality.
We’re proud to be expanding on our inclusive
approach by launching DHL4ALL. At the same time,
our commitment to gender equality remains – with
DHL4HER now forming part of the overall DHL4ALL
approach.
DHL4HER seeks to inspire, connect and develop our
female superstars and we are pleased to introduce
you to a number of those women today. As part of the
Empowered Female Superstars Interview series, DHL
Express women from around the world share their
stories of being women in business and allow us a
glimpse into the world through their eyes. Click here
to hear what they have to say about working for DHL.

What Superstars Are Saying

Hi Aina, can you share with Winnie Goh – Do you keep a copy of DHL Hi Amin, can you please let
us what do you like about Customer Care E-Insight in your mobile, us know what do you like
DHL E-Insight please? Winnie? If yes, please share about DHL E-Insight please?
Advisor with us why.
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Syakirah Binti shows me from where we
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Pricing been proven that the survival
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Executive their ability to adapt to the Gateway
[Commercial] environment. Today's Operations
digitalization helps me to Supervisor
expedite my work faster and [PENGTW]
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What’s Coming Your Way

Employee Opinion Survey Online Game Month

DHL‘s Got Heart EOY 2021

Deepavali Valid until : 15th Sept 2021

The fastest & answer Join NOW!!!

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DHL Express Malaysia

Level 27, Menara TM Off, Jalan Pantai Baharu,
50672 Kuala Lumpur.