DHL celebrates the perfect delivery
- Transportation of 228kg of 'national treasure' and 100kg of perishable goods from China to Belgium results in most successful delivery in company's history
- Repeat performance planned for 2018
Doting mother Hao Hao with her new baby boy on June 2, 2016.
DHL has celebrated the perfect delivery in June.
"Over the last few years, DHL Express has made a number of investments in our global network to consistently improve our service quality," said Ken Allen, CEO, DHL Express. "In March this year, we registered the highest on-time delivery performance on record in every region. At the same time, however, we had no idea that this would be followed by an even more significant company landmark in June - the culmination of the perfect delivery. And this was despite the fact that we picked up the cargo more than two years ago, in February 2014."
"When we undertook the pick-up and loaded the cargo onto a Boeing 767 freighter at Chengdu Airport on February 22, 2014, around three quarters of the hard work had already been done," said Dong Ming Wu, CEO, DHL Express China. "There had already been weeks of planning involving a dedicated team of over 20 DHL specialists in network planning, customs and certification, ground handling and ground transportation, working across at least five countries. Despite the fact that we still had 8,000 kilometers to cover before making the final delivery, we were already confident that our network would play its part to perfection in this complex, long-term project."
"After a short stop-over in the Middle East, where the cargo could be inspected by specialists and the traveling party even took the opportunity to refuel, we touched down at Brussels and were met by a ceremonial water salute from the airport fire service. With a crowd of onlookers, including Belgian Prime Minister Elio Dirupo and the Chinese Ambassador to Belgium Mr Liao Liqiang, the tension was unbearable, but the offload couldn't have gone more smoothly," said Charlie Dobbie, Executive Vice President, Network Operations & Aviation, DHL Express. "The fact that we had dedicated a freighter with a capacity of more than 60 tons to move just over 300kg was a testament to just how precious and sensitive this cargo was and how we can pander to even the most challenging customer requests."
The last mile defines the customer experience
DHL Express CEO Ken Allen with the panda cub's birthday present - a flight ticket on DHL's global network from Belgium to China.
"Although the cargo had been successfully and swiftly moved 8,000km from China to Belgium, it's the last mile that typically defines the customer experience, so we were determined to ensure that this went without a hitch," said Danny Van Himste, CEO, DHL Express Belgium. "In a network business like ours, every single link in the chain depends on the other in order to deliver a high level of quality. And while we offer track and trace to allow customers to follow a shipment's journey through our network, this shipment quite literally had an entire nation watching its every move, so we simply had to deliver. Our whole team was thrilled and honored to have this opportunity to show the Belgian public what we can do."
"All that was left after DHL had played a critical role in bringing our precious cargo - Hao Hao and Xing Hui - to Belgium was for the pandas themselves to round off the story with a fairytale ending," said Eric Domb, Founder of the Pairi Daiza wild animal sanctuary. "On June 2nd, just over two years after the mother and father were brought to Pairi Daiza, we were delighted to announce the birth of a male panda cub, one of fewer than 2,000 worldwide. It took much, much longer than a typical DHL shipment, but it was definitely worth the wait. We are extremely excited about our new arrival - this was truly the perfect delivery."
"The quest for perfection in the express business doesn't end with one perfect delivery," added Ken Allen, CEO, DHL Express. "To celebrate the arrival of Hao Hao and Xing Hui's new arrival, we are also pleased to announce that we will be shipping the panda cub in two years' time back to its ancestral home in China. DHL looks forward to working again with Pairi Daiza in order to provide a first-class shipping experience for this 'Very Important Panda' and to continuing our support for worthwhile wildlife conservation efforts around the world."