DHL Freight Finland is working systematically on improving its processes. Rocla Oy, an industrial company based in Järvenpää, also benefits from this. Since 2014, Rocla Oy, Finland’s only manufacturer of forklift trucks and industrial trucks, has been working with DHL in logistics. It started with individual freight orders, then gradually shifted to more and more shipments from other competitors to DHL Freight Finland and finally to other business areas of the logistics specialist. This has resulted in a very close and successful partnership. DHL Express is now responsible for parcel shipping and DHL Global Forwarding transports air and sea freight shipments for the Finnish manufacturer.
Identifying customer needs
To ensure that everything runs smoothly, creativity and flexibility are important, as is precise knowledge of the client’s requirements. “We have to give customers exactly what they want and be fast at the same time,” says Ben Angelvirta, Director of Sales & Marketing, DHL Freight Finland. “A strong partnership helps us to keep our focus on operational excellence and make the right decisions. We have to differentiate ourselves from our competitors.”
To further improve the cooperation, Rocla Oy is now also participating in DHL Freight Finland’s Top Customer Improvement Program. This uses Deutsche Post DHL Group’s clearly structured First Choice methodology to identify additional optimization potential in ongoing operations. As part of the process, existing bottlenecks are identified, possible negative effects measured, causes identified, and then improvements implemented. Their success is then checked as the last part of the schema designed according to Six Sigma and Lean management methods. Rocla’s management was delighted with DHL Freight Finland’s approach to customer service. “Our client’s Japanese management team has shown great interest in the First Choice and Lean methods,” says Mia Jyrkänkallio, Account Manager, DHL Freight Finland. “These have demonstrably strengthened our business relationship.” As a result, both partners are now proactively monitoring performance indicators such as turnaround times and efficient invoicing. Numerous other topics ranging from delivery performance to improving workplace health and safety are on the agenda for the future.
The Top Customer Improvement Program has already borne fruit at Rocla. New processes are reducing the cost of account maintenance and freeing up resources for the core business. “Our partnership with Rocla is advantageous for both parties. Together we are securing our future and achieving better results than either company would have achieved on its own,” explains Ben Angelvirta, assessing the measures positively.