As a CIO for DHL Express, Jimmy Yeoh looks after some 100 countries in Asia as well as what DHL terms as Emerging Markets, which is Middle East and Africa.
DHL is a large organisation with 100,000 employees under the Express business alone. While IT operates a shared service model out of the global data centres in places like Cyberjaya, Malaysia and Prague, Czech Republic, certain non-core activities are outsourced to partners. For instance in Asia, the telecommunications infrastructure is handled by BT.
Yeoh's IT teams provide and integrate information delivery and of course, provide the transparency of the Express packages to customers. Besides describing some of the work his teams have done, Yeoh spoke to Computerworld Singapore about his role as a technology leader and how he gatecrashes meetings to have a better understanding of business objectives.
1) What is the story behind your appointment as the CIO for the Express business in the regions?
I was appointed in 2009 after we reorganised ourselves and merged two regions. I used to be the CIO for Emerging Markets based out in the Czech Republic.
We were in the process of setting up a fairly large regional office in Dubai for Emerging Markets, and then with the turn of events, we decided to reorganise and move back to Asia. That's why now I have an expanded scope looking after Asia Pacific, Middle East and Africa.
Essentially, the role for Asia Pacific and Emerging Markets was to reorganise the support on a broader region. Asia is one of the fastest growing regions, and there is a need for a team that can support the business. It was put together with the Emerging Markets which had the same kind of attributes as Asia.
My teams are distributed across multiple locations in Singapore, Cyberjaya of Malaysia, and Prague. So the whole idea is to leverage on the scale and the ability to support 24x7 operations.
2) Please tell me more about your division and how you support the business.
We are part of the value chain for the customers, so we work with the customers to provide and integrate information delivery and, in this case, transparency of the packages.
Because we operate a fairly large network that covers the globe, everything from tracking of shipments to billing to customer service, all these need to be deployed and implemented in all these countries.
A lot of the work that I'm doing not only in Asia but also in Middle East and Africa is about how I deliver both the infrastructure and the services to these countries so that our own internal employees as well as our customers are able to get that information.
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