Presented By: Trevor Murphy Kellie Mahon Eddie Meaney Best Learning & Development Initiatives Best Change Management Initiative Presented By: Trevor Murphy Kellie Mahon Eddie Meaney

50% of employees exited our business 46% of our employees are engaged (EOS 2009) 2010 DHL Ireland not making a profit

Certified International Specialist Our FOCUS Strategy Designed primarily as an engagement tool Designed to support DHL Focus Strategy Kicked Off in 2011 (2015 Plan already in place) Touches all employees Challenge to deliver to all Employees (550+) All training programmes are specifically designed to help us as a company deliver our FOCUS strategy Started in 2011 - planning to run to end of 2015 We are already preparing for what we are training in 2014 (identifying Facilitators, repairing course material etc.) Touches everyone in the business - From our drivers/ advisors to our management teams and MD The real challenge is /was how do we carry out extensive training with more than 550 employees without impacting our business?

Our Development Approach Unique Approach Developing Internal Facilitators (117) Recognition for Facilitators Course Ownership (30+) Weekend Training Networking Rewarding our People Development Tool (Examples) Our Development Approach – Standard Approach 10% of our development is achieved through formal training programs 20% of our development comes from regular updates, coaching and feedback from our Managers; 70% of our personal development will happen when we put into practice the skills, knowledge and behaviors that we learn on formal training programs The way we do it - Unique All Facilitators are internal employees Developed more than 40 Internal Facilitator – Every Facilitator attends a TTT ( Regardless of session 1hr or 1 Day)…. On-Going Facilitator Support Special Overnight stay Dinner Huge investment to make it special Nothing prepared us for how things turned out!! Everyone involved, special I hope these photos give you an idea …… Fresh & motivated Enjoyable Networking Mixed groups Interactive Owned by employees This is our 3rd year that we have asked employees to attend training on Saturdays, our first 3 courses filled to capacity (120 per course) in the first couple of weeks.

The Learning Journey Welcome To My Company & Country Marks the start of employee learning journey in DHL Express Cross Functional Curriculum Gives an insight into the 5 key areas of the business and the impact one dept has on the other:- Course which we have run in this category – Brand and Product, Customs Clearance, Customer Loyalty, Real Time Shipment Visibility, Worlds Most International Company, Security & Integrity Facilitators are assign to their own areas – specialists in their own areas Welcome to My Function – Outlines the core role, ensuring every DHL Express employee understands how their Function is structured, the various roles that make up the department and how they all contribute to the overall success of DHL Express. It is encouraged that the heads of these departments run the sessions EG.Colin Bauer runs the ‘Welcome to My Function’ for CS CLICK – To Show Highlighted Area Once all course are established, the highlighted area will be the company Induction (4.5 – 5 Day Induction) Functional Curriculum Detailed session within the department…. So again taking CS as an example there curriculum would include - Telephone Skills Excellence, Handling Challenging Situations, Selling in CS and Contacting Customers via E-Mail Then Level 3, which is CIM… to explain that I will bring you to the next slide……..

Passport To Success

CIM – Certified International Manager ‘The Successful 21st Century DHL Express Manager’ This module is designed to help managers work with their teams and bring to life their roles as Managers Insanely Customer Centric.’ The module explores what Managers need to do to be Insanely Customer Centric at DHL Express. So, it’s all about ‘knowing’ our Customers better than the competition can. ‘Having a Best Day Every Day’ Which focuses on What Managers need to do to ensure all our people Have a Best Day Every Day This module is all about ensuring we know our people. ‘Delivering GREAT Results’ Focuses on Understanding what every Manager across the Network can do at a local level to make more informed commercial decisions. So, it’s all about knowing our Network and our numbers CLICK To Highlight Module 1 3 exciting days of learning, exploration and self-discovery. 60 Managers/ Supervisors trained Facilitated By - What is really unique about our Management Development Programme … not many companies can say that the full management team has been trained by their Managing Director, Operations Director and Training Mgr Mgrs and Supervisors were both supported and highly challenged Pre-course work and 3 long tough days 8.30 through to 6pm What stood out was the support that each of the managers fully supported Carton House, 2 x overnight accommodation and Dinner for 2 nights, The CIS/CIM modules will help us to continually improve, finding new ways to move from being ‘good’ Managers to ‘GREAT’ Managers CIM Part 1 is a key part of the CIS Program and is a commitment to help each Manager in the business fulfil their leadership potential for the 21st Century CIM Part 2 builds on the knowledge and experience from CIM Part 1 and is designed to create a team of DHL Express Managers who are inspired and capable of delivering 21st Century Leadership and driving the highest levels of performance and results across the business.

Training in Action.. ‘The Successful 21st Century DHL Express Manager’ This module is designed to help managers work with their teams and bring to life their roles as Managers Insanely Customer Centric.’ The module explores what Managers need to do to be Insanely Customer Centric at DHL Express. So, it’s all about ‘knowing’ our Customers better than the competition can. ‘Having a Best Day Every Day’ Which focuses on What Managers need to do to ensure all our people Have a Best Day Every Day This module is all about ensuring we know our people. ‘Delivering GREAT Results’ Focuses on Understanding what every Manager across the Network can do at a local level to make more informed commercial decisions. So, it’s all about knowing our Network and our numbers CLICK To Highlight Module 1 3 exciting days of learning, exploration and self-discovery. 60 Managers/ Supervisors trained Facilitated By - What is really unique about our Management Development Programme … not many companies can say that the full management team has been trained by their Managing Director, Operations Director and Training Mgr Mgrs and Supervisors were both supported and highly challenged Pre-course work and 3 long tough days 8.30 through to 6pm What stood out was the support that each of the managers fully supported Carton House, 2 x overnight accommodation and Dinner for 2 nights, The CIS/CIM modules will help us to continually improve, finding new ways to move from being ‘good’ Managers to ‘GREAT’ Managers

Do We Live CIS? “HRD run training programmes, that do address the needs of the business and the individual development of employees” Eddie Meaney, Customs and Gateway Manager A view from Operations (which represents 50% of employees) Content – Did people get something out of it? Manager – Have I developed as a manager? Facilitator – Am I a good Facilitator? - Has Facilitation helped me develop? - Was I supported as a Facilitator? Content: - Allowed for everyone in Operation to see the management structure (photos) FOCUS Strategy Introduction into the 5 Key areas of the business (Sales, Customer Services, Operations, IT, Finance) Customers – Wants, Needs & Expectations The Strength of our Network Geographical View of our network SOP in the international business Manager Self Awareness Expectations Consistency Facilitator Your experience Support (before, during & after)

Question & Answer Discussion