Hr ops ·
DHL Prioritizes Customer Success Through Innovation
The problem
DHL continuously seeks better, faster, and more cost-effective ways to serve customers, and its leaders face the challenge of managing a workforce where AI and robots increasingly work alongside humans.
Workflow diagram · grounded in source
1
Employee innovation idea
trigger
“A DHL employee working in airport operations once came up with an idea to ensure a small letter or parcel never got lost — turn the large, green parcel bags inside out”
2
Iterative idea building
feedback_loop
“someone else suggested turning the bags inside out on sturdy wireframes. Building on that suggestion, another employee said multiple bags should be used on one wireframe for easier storage”
3
Standard procedure adopted
output
“That's now a standard operating procedure”
4
Robotic truck unloading deployed
integration
“they have a Boston Dynamic robot called Stretch... It's basically a robotic arm that unpacks trucks for us”
5
Phenom platform adopted company-wide
integration
“using the Phenom Intelligent Talent Experience platform company-wide was an idea that came out of one of DHL's divisions”
Reported outcome
DHL adopted the Phenom Intelligent Talent Experience platform company-wide, established new standard operating procedures from employee-driven innovation, and deployed robotic systems that employees work alongside.
Reported stack
Phenom Intelligent Talent Experience platformStretch
Frequently asked questions
What did this team achieve with this AI workflow?
DHL adopted the Phenom Intelligent Talent Experience platform company-wide, established new standard operating procedures from employee-driven innovation, and deployed robotic systems that employees work alongside.
What tools did this team use?
Phenom Intelligent Talent Experience platform, Stretch.
How is this hr ops AI workflow structured?
Employee innovation idea → Iterative idea building → Standard procedure adopted → Robotic truck unloading deployed → Phenom platform adopted company-wide.