1. Cross-Border Capability with SFIA*
Robert Demare
Deutsche Post DHL IT Services
* Skills Framework for the Information Age

2. Deutsche Post DHL
We have a truly global operation, with We touch approximately
locations in
220
different countries and territories
5%
of the global trade volume through our
extensive network and infrastructure
Our strength
in numbers
We employ more than We manage more than
500,000
employees, and are one of the top ten
1million
customer interactions every hour
biggest employers worldwide
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3. Agenda
Context and situation
What we did
What we learned
Early benefits
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4. Corporate structure
BU IT
Corporate Center Corp Ctr.
Corporate
Functions
GLOBAL
FOR- SUPPLY
MAIL EXPRESS GBS
WARDING, CHAIN
FREIGHT
BU IT – BU IT - BU IT –
Business Unit IT – Mail Express
BU IT – GBS &
DGFF DSC
IT Services (a shared service for DPDHL)
SFIA – Skills for Digital Business: March 7, 2013 Page 4

5. IT Services – a Global Footprint
IT Services operates a large scale IT infrastructure in key locations and supports
800+ business applications globally with nearly 3,200 SLA’s
Bonn (DE)
343 people Prague (CZ)
(Data Center)
1,330 people
Tempe (U.S.)
40 people Darmstadt (DE)
372 people Cyberjaya (MY)
(Data Center)
910 people
Country IT, Europe
210 people
SFIA – Skills for Digital Business: March 7, 2013 Page 5

6. Situation (1)
- Employees
couldn’t
understand the
career model
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7. Situation (2)
“Business Technology Consultant”
(Malaysia)
“Senior Expert” (Germany)
“Consultant” (Prague)
“Business Technology Advisor” (U.S)
“First Choice Way Advisor”
(ITS ‘Lean’ Program)
Over 500 job titles
covering 3200
‘Consultant?’ employees!
SFIA – Skills for Digital Business: March 7, 2013 Page 7

8. Situation (3)
• Many authors for role
profiles
• Inconsistent
descriptions of skills
• With each new
organization change,
new profiles would get
written for people who
were doing essentially
the same kind of work
SFIA – Skills for Digital Business: March 7, 2013 Page 8

9. Situation (4)
Individual Development
Plans were mainly
training-based
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10. Agenda
Context and situation
What we did
What we learned
Early benefits
SFIA – Skills for Digital Business: March 7, 2013 Page 10
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11. 1. Aligned and simplified role framework
By the end of the project we’ll
have around 75 – from over 500!
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12. 2. Role profiles with SFIA skills as a ‘core’
Role Profile Version: 1.1 (January 2012)
Role Details
Role Title Consultant Reports to (title) Head of Department / Manager of Team within SSA
Corporate / Business Division Global Business Services (GBS) Business Unit IT Services - Solution Delivery
Career Function Job Family Consulting
Career Level
Geographical scope Grade
To provide structured analysis of customer requirements and use this knowledge to provide a well founded perspective within a project/works package
(new services, deployments, service take-on) which meet the needs of the customer (regional or global) . This includes the analysis of functional,
technical and business requirements which may contribute to the successful design and build and implementation of solutions, supporting business
cases and other related documentation such as business or system requirements documents.
The role assumes some technical and/or business process expertise, and a responsibility in ensuring that solutions are delivered in line with business
requirements of external/internal customers and aligned with architecture recommendations (as well as budgets, timescale and quality).
Role Purpose Consultancy Overall:
Provides well-informed advice, typically on more than one topic, taking steps to ensure that it is properly understood and appropriately exploited, to
enhance the effectiveness of significant activities.
Business Consultant Specialism:
Analyses business processes; identifies alternative solutions, assesses feasibility, and recommends new approaches. Contributes to evaluating the
factors which must be addressed in the change program. Helps establish requirements for the implementation of changes in the business process.
Technical Consultant Specialism:
Maintains knowledge of specific technical specialism's, provides detailed advice regarding their application and executes specialized tasks.
The specialism can be any area of information or communication technology technique method product or application area
Functional Competencies (SFIA) Required Level Level Requirement Statement
• Has solid knowledge of main products, services and business processes of their key business and basic knowledge of all
other divisions
DP DHL Business Knowledge 4 • Is able to use business knowledge and market data to develop solutions and establish clear priorities for actions to
increase performance of the division
• Is able to contribute to strategic discussions with business partners / customers
Business Analysis 4
Investigates operational requirements, problems, and opportunities, seeking effective business solutions through
improvements in automated and non-automated components of new or changed processes. Assists in the analysis of
stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and
SFIA
identifies options for consideration. Identifies potential benefits, and available options for consideration. Works with
clients/users in defining acceptance tests.
Conducts advanced modelling activities for significant change programmes and across multiple business functions. Has an
descriptions
in-depth knowledge of organisation-standard techniques. Plans own modelling activities, selecting appropriate techniques
Business modelling 4 and the correct level of detail for meeting assigned objectives. May contribute to discussions about the choice of the
modelling approach to be used. Obtains input from and communicates modelling results to senior managers for agreement.
embedded into
Consultancy 5
Provides well-informed advice, typically on more than one topic, taking steps to ensure that it is properly understood and
appropriately exploited, to enhance the effectiveness of significant activities.
Investigates corporate data requirements, and applies data analysis, data modelling and quality assurance techniques, to
all role profiles
establish, modify or maintain data structures and their associated components (entity descriptions, relationship
Data Analysis 4
descriptions, attribute definitions). Provides advice and guidance to database designers and others using the data
structures and associated components.
Integrated with
Facilitates scoping and business priority-setting for change initiatives of medium size and complexity. Contributes to
selection of the most appropriate means of representing business requirements in the context of a specific change
initiative, ensuring traceability back to source. Discovers and analyses requirements for fitness for purpose as well as
Requirements definition and management 4 adherence to business objectives and consistency, challenging positively as appropriate. Obtains formal agreement by
stakeholders and recipients to scope and requirements and establishes a base-line on which delivery of a solution can
commence. Manages requests for and the application of changes to base-lined requirements. Identifies the impact on
business requirements of interim (e.g. migration) scenarios as well as the required end position.
standard
Selling 3
Interacts effectively at various levels in the organization using both direct and indirect influencing approaches to gain
committement from others
Specifies and designs large or complex systems. Selects appropriate design standards, methods and tools, consistent
behavioral
with agreed enterprise and solution architectures and ensures they are applied effectively. Reviews others' systems
Systems Design* 5*
designs to ensure selection of appropriate technology, efficient use of resources, and integration of multiple systems and
technology. Contributes to policy for selection of architecture components. Evaluates and undertakes impact analysis on
major design options and assesses and manages associated risks. Ensures that the system design balances functional,
DPDHL
Technical Specialism* 5*
service quality and systems management requirements.
Maintains knowledge of specific technical specialisms, provides detailed advice regarding their application and executes
specialised tasks. The specialism can be any area of information or communication technology, technique, method,
competencies
product or application area.
* for Technical Consultants only
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13. 3. 70-20-10 development guides for 41 SFIA Competencies
SFIA – Skills for Digital Business: March 7, 2013 Page 13

14. 4. SFIA Employee/User Interface (1)
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15. 4. SFIA Employee/User Interface (2)
Only one
Customization:
DPDHL Business
Knowledge
(Critical, Not Covered
By DPDHL Behavioral
Competencies, and
applies to all roles)
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16. 5. Strong awareness/communication campaign
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17. Agenda
Context and situation
What we did
What we learned
Early benefits
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18. Lessons (1)
1 You will need to spend a LOT of time explaining to people
over and over again what SFIA is and how it is meant to
be used!! – including colleagues in HR!
I have no idea what
he is talking about
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19. Lessons (2)
2 Pick the right team – and situation to start rollout!
- Start with a group that wants SFIA Lead
to do it
Sponsor
- Make sure they have a very
supportive sponsor
- Get a SFIA ‘Lead’ appointed
by the sponsor
- HR supports the process HR
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20. Lessons (3)
3 Get ready for this question:
“I meet the description of the next level, so can I
get promoted now?”
Senior Project 3 Things needed….
Manager
• A business Need for
the position
Project Manager • The position is vacant
• Successful application
to the vacant role
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21. Lessons (4)
4 Leverage what SFIA has
Customize only where absolutely necessary – using an
‘industry’ model helps reduce ‘not invented here’
syndrome + translation costs
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22. Lessons (5)
5 Remember you will be making a big journey towards HR
transparency – not all will be ready to open “Pandora’s Box”
“If you make the
career paths so “You mean pay-grade
transparent, my levels will be
key team obvious?”
members may
leave!”
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23. Lessons (6)
6 If you are using SFIA to help align roles, do not estimate
the sensitivity around job titles – especially in Asia!
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24. Lessons (7)
7 Be careful of some people who just don’t get it… or try to
somehow ‘game’ SFIA
(yes – this is a real e-mail I was accidently copied on)
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25. Lessons (8)
8 Learn how to talk about ‘Gaps’ between current
experiences and SFIA descriptions
SFIA Level 6 ‘System Software’ says:
“Plans the installation and testing of new
versions of system software” - I’ve never done
that…does that mean I’m not performing well?
No – you just haven’t had a
chance to do that yet…Let’s
try to get you involved in
Sarah’s work with the new
version in her area
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26. Agenda
Context and situation
What we did
What we learned
Early benefits
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27. Moving from a culture of ‘training’ to a culture of
‘development’ – while reducing direct investment
“DPDHL gives me an
opportunity for learning
and development”
(annual Employee
Opinion Survey) Annual direct training
Investment per
employee
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28. SFIA – Skills for Digital Business: March 7, 2013 Page 28