DHL Global Forwarding Unlocking supply chain excellence in Ghana
02
DHL Global Forwarding sets the supply chain standard in Ghana
03
Recently granted both ISO 9001:2015 & 14001:2015 certification, Serigne Ndanck Mbaye discusses how DHL Global Forwarding continues to unlock key opportunities to enhance its supply chain across Ghana
w w w. l o g i s t i c s . d h l /g h - e n
S
ince the 19th century, the logistics industry has undergone significant
transformation. Technology has influenced the way in which we order, transport and store various goods, leading consumers to demand the ability to receive products solely at the click of a button. Since its inception in the late 1960s, DHL, (named after its founders Adrian Dalsey, Larry Hillblom and Robert Lynn), has undergone rapid global expansion, transforming consumer expectations. With an unfaltering promise to deliver goods 04
anytime, anywhere, the company’s core values – passion, entrepreneurship, excellence and teamwork – fully underpin its customer-centric approach across its operations. With group revenues exceeding €55bn
orating across its business units, from DHL Express and DHL Global
($64.3bn), its entrance into the Ghanaian market
Forwarding (DGF), to deliver inte-
in the 1970s led the company to undertake
grated logistics solutions.
considerable growth. Now spanning over
Working in various roles under
200 countries, DHL Global Forwarding
the company’s extensive portfo-
Ghana (DGF), seated under DHL’s umbrella,
lio, Country Head at DHL DGF
has been central to its cross-trade shipment
and Cluster Head for Ghana, Cote
capabilities.
d’Ivoire and Senegal, Serigne
Providing charter solutions for oversize,
Ndanck Mbaye, explains how he
heavyweight cargo, dangerous goods, per-
has brought the company’s strat-
ishables and valuables, the division delivers
egy to life to boost DGF’s visibility
essential freight services across land, road
and bolster financial revenue.
and ocean to all 10 regions in Ghana, collab-
“I started with DHL Express
“ Visibility is key and our vehicles are equipped with tracking devices and drivers with tools which provide real-time visibility on the shipment progress” — Serigne Ndanck Mbaye, DHL DGF and Cluster Head for Ghana, Cote d’Ivoire and Senegal 05
under several management positions in sev-
this part of the world and has not
eral countries. I’ve been promoted by DGF as
been under focus up until recently.”
the Country Head for our Senegal Company in 2011. It was loss-making at that time, but with
TECHNOLOGICAL CAPABILITIES
our team we were able to turn around the busi-
To support its considerable growth,
ness within a year and stay profitable, achieving
DGF continues to invest in new
our key targets throughout the years,” he says.
technologies to enhance its
“Within our environment where succession
solutions and remain the global
planning is a reality, it makes sense for me to
logistics leader as part of its core
also grow in terms of responsibility in a bigger
IT renewal roadmap.
market and sub-cluster. There are many
“Automation is part of the game
untapped opportunities that we are focusing
and throughout the years DGF
on in the region, particularly with commodities
has introduced state-of-the-art
and perishables which need our expertise in
technologies,” explains Mbaye. w w w. l o g i s t i c s . d h l /g h - e n
“Distribution is a key element across
now undertaken in real-time through
the company’s international supply
our ESP solution via GPRS data trans-
chain. We have a manager in charge of
fer. Increased visibility, where we can
not only quality and HSE requirements,
see action happening in the field, as
but also cost and lead time targets.
well as proof of delivery where custom-
Visibility is key and our vehicles are
ers sign on the screen, are all
equipped with tracking devices and
integrated in the reporting and tracking
drivers with tools which provide real-
with the GPS location, which supports
time visibility on the shipment progress.
delivery, pictures, and exception man-
We also have reporting platforms to
agement. Any document related to the
assess performance and develop action
shipment either transport, commercial
platform when required.
and regulatory is also supported by our
“Updating shipment processes are
front-end solution which ultimately
NSIA GHANA
THE PAN-AFRICAN INSURANCE COMPANY LTD
NSIA Ghana, a subsidiary of NSIA Group is arguably the most solvent non-life company in the Ghanaian insurance industry and has the backing of the internationally reputable Pan-African Financial Services Group headquartered in Abidjan. NSIA – The Pan-African Financial Services Group operates in 12 countries in Africa with 26 subsidiary Insurance Companies, 5 Banks, Real Estate, Asset Management, Stock Brokerage, Foundation, I.T. and employs over 3,000 staff.
INSURANCE 14/16 Main Street, Tesano, Accra Tel: +233 302 210 180 www.nsiainsurance.com.gh
“ There are many untapped opportunities that we are focusing on in the region, particularly with commodities and perishables which need our expertise” — Serigne Ndanck Mbaye, DHL DGF and Cluster Head for Ghana, Cote d’Ivoire and Senegal
07
eases the life of our customers. We are
pany is not one to rest on its laurels. From
truly at the forefront of digitalisation
a sustainable viewpoint, DGF has also
and logistics innovation,” he continues.
implemented a paperless solution by
“We also have a competitive advan-
installing its electronic document man-
tage through DHL Interactive, which is
agement tool. This has enabled
our front-end tool that offers end-to-end
documents to be dematerialised, as
shipment visibility. Customers can
part of its Go Green Initiative to reduce
access its three functionalities: book-
harmful emissions.
ing online, tracking the shipment process and customised reporting, which is auto-
SUPPORTING LOCAL COMMUNITIES
mated based on customer requirements.”
Whilst the business promotes partner-
Additionally, housing a fully scalable
ships with local companies which are
warehouse management system, as well
trained in data management, tools and
as an app to track shipments, the com-
logistics, DGF also outsources a numw w w. l o g i s t i c s . d h l /g h - e n
ber of its services, such as haulage. Although it retains a fleet for specific needs, local selected and trained companies are routinely harnessed to support local communities. To give back to local communities, DHL GF Ghana since 2011, supports Operation Smile, which conducts medical programmes across Ghana in cities including Accra, Cape Coast, Tamale, and Tema for children and adults born with cleft lips. The Partnership started in 2011 with DGF Ghana giving free logistics solutions from 08
Accra (capital city) to the various medical stations in the country). In 2018 for the first time DGF Ghana took a trip down to Ho Regional Hospital to interact with the Operation Smile
“We invest in our eLearning
Team, Volunteers and Parents to further
platform with mandatory compli-
understand how DHL’s support is improving
ance courses, as well as many
lives and adding value.
more recommended courses for
There were more than 250 patients from all
the personal development of
over Ghana for screening for the surgeries.
employees. We also develop
Furthermore, internally, DGF seeks to
regional programmes, such as
improve existing processes to drive quality of
Build your Skills, Women to the
service. Its Employee Opinion Survey (EOS)
Top, and our leadership pro-
initiative, as well as its Employee Net Pro-
grammes, TELP, TEC LP and
moter Scores (ENPS) are essential in hearing
much more,” observes Mbaye.
the voice of employees, developing key
“All these courses count for just
action plans and enhancing active leadership
10% of the training and develop-
and engagement at the company.
ment of staff. We believe that our
FACT
DGF was recently granted both ISO 9001:2015 & 14001:2015 certification DHL has undergone rapid global expansion, transforming consumer expectations. DHL’s core values — passion, entrepreneurship, excellence and team work, fully underpin its customer-centric approach
people learn more through on the job assignments and projects, and 70% on day to day activities, as DHL is a continuous working environment. This is a company where performance and behaviours are recognised and rewarded.” With globally dedicated teams in a number of different industry sectors, DGF seeks to deliver a comprehensive portfolio of integrated, end-to-end products and solutions geared to meet the needs of its customers. “There are still opportunities where we are already providing logistics solutions where we can still grow our market share,” notes Mbaye. “We are an international company that houses a global network with local expertise. We are fully compliant, deliver on our prom-
Group revenues exceed €55bn
ises, and have essential programmes which
DHL entered the Ghanaian market in the 1970s, and now spans over 200 countries
consistently improving with our innovation
help us give back to communities. We are centre and most importantly, we are truly customer-centric.”
DGF delivers essential freight services across land, road and ocean to all 10 regions in Ghana
w w w. l o g i s t i c s . d h l /g h - e n
09
DHL Global Forwarding Ghana sa P.O. Box DTD 36, Cantonments DHL Logistics Ghana Ltd No. 53, Patrice Lumumba Road Airport Residential Area — Accra Ghana T +233 0302 742 444 www.logistics.dhl/gh-en