The ISO 9001:2008 designation applies to the company's entire network of service centers, gateways, hub, head office and support groups across 59 countries and territories in the Americas. It recognizes customer quality and regulatory requirements, processes for continuous service monitoring, performance improvements and overall customer satisfaction. In July, 2010, DHL Express received multi-site ISO 9001:2008 certification for all 31 of its European countries. It won the same certification for all U.S. facilities in December of 2010. To support its service-quality initiatives, DHL has implemented First Choice, a process-improvement program developed by the parent company, Deutsche Post DHL. It includes training and workshops aimed at boosting customer satisfaction.
