DHL Express U.S. has been awarded a multi-site quality-management certification from the International Standards Organization (ISO) for all of its U.S. locations. The ISO 9001:2008 designation applies to DHL service centers and gateways, as well as the company's hub at the Cincinnati/Northern Kentucky airport, operations head office, and support groups. ISO maintains industry standards for customer service quality and regulatory compliance. Designers must engage in consistent service monitoring to ensure continual performance improvements and enhanced customer satisfaction. A team of accredited ISO auditors visited various DHL Express facilities in the U.S. between October and November of 2010. They evaluated shipment-handling quality processes, procedures for addressing customer concerns, adherence to defined operational procedures and regulatory compliance. DHL U.S. conducts the Deutsche Post DHL process-improvement program, known as First Choice, as part of its operation.
