Delivering Smiles, Starting with DHL’s ‘Assets’

Categories: Workplace

For most people, their on-boarding journey includes rounds of introductions, briefings on end and probably reading the company’s Standard Operating Procedure to death. 

But not if you’re at DHL, one of the world’s largest logistics companies for international courier, parcel and express mail services.

Sik Kwang Then, Head of Human Resource (HR) for DHL IT Services in Malaysia, explains that people are their biggest assets – and they should be treated as such. Hence, the on-boarding process underwent a 360-degree transformation from the above mentioned to a full day of games, treasure hunts and an information ceremony.

All these don’t just end on your first day, though. It’s a journey of a hundred days! Both young and old employees are invited to build an on-boarding experience that people of all ages can enjoy.

This is just one of the many engaging activities DHL IT Services comes up with to focus on employees’ experience, providing them with a warm welcome and ultimately, to reshape common HR practices, while delivering the company purpose of “Connecting People, Improving Lives.”

Another reason why Sik Kwang’s still at DHL IT Services after almost two decades? The learning and development opportunities DHL has so generously provided him with! DHL has helped him pursue whatever his heart desired; Sik Kwang has held almost over 10 roles ever since he started off as a fresh-faced programmer in 2001.

DHL IT Services boasts amazingly low attrition rates too; in the past three years, the percentage has never gone over seven. 

“It shows that we’re doing something right and that people are doing well,” smiles Sik Kwang. He recounts the times when several employees have left DHL IT Services, but returned to the organization not long after.

“We make sure there’s inclusivity here… Everyone has an open door [policy]; people of any level can come and talk to everyone else regardless of hierarchy status, job title or length of service,” says Sik Kwang.

Even when unmet expectations and difficulties arise, Sik Kwang would advise his colleagues to “go to the washroom, look into the mirror and ask yourself if you’ve done your best. If yes, then don’t worry about it. We’ll face the problems. The most important thing is that the answer is yes. If the answer is no, then go back, bring your Can Do attitude and find the better way to solve the challenge.”

With this accepting atmosphere filled with genuine care for the employees’ well-being, he believes that any gap can be bridged here in DHL IT Services. 

This is how Sik Kwang and DHL IT Services delivers smiles every day, starting with their employees, their assets. They Connect People, Improving Their Lives.


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