CONTINUOUS IMPROVEMENT EXPERT
JOB DESCRIPTION
First Choice is a systematic and sustainable approach to enhance service delivery processes and increase customer satisfaction. It is comprised of a set of tools and practices taken from Six Sigma and LEAN, adapting for instance the DMAIC methodology. DMAIC is used to improve existing business processes that affect customers by reducing the number of errors or defects in a process. It is an acronym for Define, Measure, Analyse, Improve, and Control.
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Responsible for implementation and sustainability of Lean and Continuous Improvement projects for all DHL Express Turkey teams across all departments
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Works with First Choice and NPA (Net Promoter Approach) Global offices to align Turkey strategy
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Drive NPA and First Choice philosophy and improvement methodology (DMAIC) for the country organization
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Apply First Choice strategies in line with regional and local management
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Provide training, coaching and certification guidance and support
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Scope, prioritize and set up DMAIC initiatives and/or select proper tools and support with execution/implementation
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Guide country management in strengthening their First Choice capability and utilization of tools and methods
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Guide country management in the identification of improvement areas and subsequent scoping and setting up of initiatives and/or selection of proper First Choice tools
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Lead, coach and assist initiative champions in using the DMAIC project methodology for complex initiatives
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Responsible for analyzing customer experience through NPA, assigning actions to team managers and follow up
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Manages NPA team performance
QUALIFICATIONS
- Bachelor degree in related fields such as Mathematics, Engineering, Statistics etc.
- Minimum 3 years of work experience
- Strong communication and influencing skills towards management with ability to present complex results in an easy-to-understand way
- Strong interpersonal skills, in particular high degree of self-motivation
- Preferably DMAIC knowledge, experience in performance transformation programs (eg. Six-Sigma, LEAN) will be an advantage
- Advanced knowledge of standard MS Office applications (especially Excel and PowerPoint)
- Excellent command of both written and spoken English
- No military obligations for male candidates
“DPDHL is an equal opportunity employer and promotes diversity in the workplace.”
“Candidates who are only evaluated positively will be returned.”
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