Postal and Courier Standards Training Overview
Equipping participants with essential knowledge and skills in postal and courier operations and standards, this intensive course covers challenges faced by the industry, value propositions, target audience, and methodology of delivery. The training aims to enhance efficiency, customer satisfaction, global image, market access, and revenue growth while reducing costs and ensuring consumer confidence in service quality and reliability.
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Presentation Transcript
POSTAL AND COURIER STANDARDS AND OPERATIONS PRESENTATION AT AFRALTI By Milka Mugwe Postal Consultant, Nairobi, Kenya 2016 AFRALTI 1
INTRODUCTION OF THE COURSE This course is designed to give the participants a comprehensive overview of Postal and Courier operations and standards. It is an intensive course that will equip the trainees with essential knowledge and skills required in developing and achieving both domestic and international standards. AFRALTI 2
TARGET AUDIENCE Staff working in Postal and Courier industry. Pre-requisite/s BasicKnowledge in postal and courier services. AFRALTI 3
PAIN POINTS Some of the challenges that face the Postal&Courier sector include: Dealing with informed customers who constantly demand for better services. Understanding declining revenues and mail volumes. Globalization(Rapidly developing technologies) AFRALTI 4
PAIN POINTS CONTINUED Unfair Competition from well funded companies Higher quality of service expectations. AFRALTI 5
VALUE PROPOSITION The training module covers standards and operations that players in the Postal and Courier industry need to understand, formulate and implement at all levels of operations. Adherence to the above mentioned components will lead to: AFRALTI 6
Continued: Efficient and competitive staff Enhanced customer satisfaction A strong global Postal and Courier image Access new markets easily Improved performance hence increased revenue growth. AFRALTI 7
Reduction in costs by reducing customer churn. Consumer Confidence-safe, reliable and good quality services. AFRALTI 8
METHODOLOGY The course is delivered through a combination of PowerPoint presentations, case studies, discussions and group presentations. AFRALTI 9
COURSE OBJECTIVES The key objectives are to: To enable Postal, Courier operators and other stakeholders understand the following; AFRALTI 10
OBJECTIVES Continued: Explain the fundamentals of operations in Postal & Courier business in line with customers expectations and market dynamics. Impact requisite knowledge that will help staff understand and recognize the meaning of standards and benefits of adhering to the documented Standards. AFRALTI 11
Objectives Continued: Understand how to formulate standard operating procedures tailored to improve quality of service. Participate in the formulation of standards and their wider usage. Use of standards/technology to measure Quality of Service. Understand regulatory & statutory obligations that Postal &Courier stakeholders need to adhere to. AFRALTI 12
Workshop Learning Outcomes: At the end of the workshop participants will be able to: To have a comprehensive understanding of Postal & Courier industry operations. Develop effective procedures that will guide operations and other initiatives. AFRALTI 13
OUTCOMES Continued Apply relevant standards to enhance service delivery. Implement standards that are aligned to the regulatory and statutory obligations in their respective organizations. AFRALTI 14
MEMORABLE QUOTES The best preparation for tomorrow is doing your best today. H.Jackson-Brwon Jr. We cannot solve our problems with the same thinking we used when we created them."Albert Einstein. There is nothing impossible to him who will try". Alexander the Great. AFRALTI 15
Workshop Content/Topics: POSTAL AND COURIER OPERATIONS INTRODUCTION What is Operations? What is Postal and Courier Operations? Definitions & Explanation AFRALTI 16
Meaning of Operations One question that is often asked by many people is what is operations and what do you do? While there are many definitions regarding operations, many scholars view is that the operations group in any Business Enterprise is responsible for running the day-to-day business of the organization, maintaining profitability AFRALTI 17
Definitions. Continued targets, ensuring consistency, and being a key part of a team whether at functional or management level. In other words of E.N. Gladden,2003, operations is responsible for getting things done(execution of all things) where the expected output is producing quality goods/services for customers. AFRALTI 18
Definitions. Continued In the words Luther Gulick: Operations refers to the mobilization and proper utilization of material and human resources to achieve the desired ends. He further amplifies his opinion by defining Operations as a cooperative group effort to accomplish common goals. AFRALTI 19
Other definitions of Operations Operations is also perceived as an art of serving, directing, controlling and managing affairs. In its literal sense L.D. White views operations as management of affairs-public or business affairs. He further cements his views by saying that; "Operations is a slightly pompous word, but it has a humble meaning, for it means to care for or to look after people, to manage affairs . AFRALTI 20
It occurs even in such a simple activity as when two men co-operate to roll a stone that either could have moved alone". In this example, the two men rolling a stone. Are mutually involved in a joint Endeavour which is as essential element of Operations. Therefore Operations is thus a goal-oriented, purposive and co-operative group activity. L.D. White,2001. AFRALTI 21
Another example is two men fighting with each other. Similarly, one man moving a stone is not an operations activity as it lacks co-operative effort by two or more people. Operations, as it may be noted, is concerned with means to achieve prescribed ends. AFRALTI 22
Further Explanation: Continued The operations group is the cornerstone of any organization typically the group works very closely with other support directorates including Customer service, Strategy/planning, ICT, HR,Finance etc. This co-operative group activity(synergy) leads to production of quality goods and services. AFRALTI 23
What is Postal and Courier Operations? Postal and Courier operations is simply defined as the art of planning,organizing,directing,co- ordinating,staffing,reporting and budgeting of postal and courier resources in order to achieve the prescribed goals. The operations revolve around receiving, collecting, dispatching, conveying and delivering of mail or postal item, as well as AFRALTI 24
performing all services incidental to these primary tasks. Key postal operations are related to letters, Parcels and Courier products. The three services consist of either pick-up, transport and delivery. AFRALTI 25
KEY COMPONENTS OF OPERATIONS Before identifying the key components of operations, the first step is to start seeing your organization differently i.e the Postal&Courier (P&C) business. Assuming P&C industry has the right products or services that have value in the world, they must organize all of their many moving parts of their operations into one holistic, all-encompassing system that; AFRALTI 26
Consistently delivers those products or services with excellence. To help operations group succeed.One ought to see the business as being made up of five key components. As you focus on strengthening these components, your operations will become complete, everything will start to work harmoniously, AFRALTI 27
and all your obstacles, problems, and frustrations will greatly diminish. As a result, you ll gain tremendous traction. AFRALTI 28
KEY COMPONENTS OF POSTAL AND COURIER OPERATIONS The five key components that drive Postal & Courier Operations are; Vision People Data Issues Processes AFRALTI 29
MEANING OF A VISION Jimmy Dean defines a vision as An inspirational description of what an organization would like to achieve or accomplish in the mid-term or long term. It is intended to serve as a clear guide for choosing current and future course of action . AFRALTI 30
VISION Continued Postal and Courier business is quite competitive and therefore Operators need to come up with clear visions that articulate the sectors aspirations. An organization s vision needs to be simple, clear, and concise. If you can t clearly articulate and communicate your vision in a page, then it is too complexto be understood by staff. AFRALTI 31
The real power is for the Operations team to align their activities to the organizational vision. 100% of the team should be on the same page with where the organization is going and how it is going to get there. This way operations might not change the direction of the wind but they can adjust their sails to always reach their destination as per the vision. AFRALTI 32
PEOPLE Postal and Courier operations is incomplete without the People". Staffare both a company s greatest asset and potentially its greatest liability. Getting great people in operations to do the work is a vital step that needs to be done. The impact of even one individual who is a poor fit can be profound. AFRALTI 33
A good example is when you have a delivery officer who ought to deliver courier items using a motor bike and yet he/she doesn t have the riding skills. It will definitely be difficult to deliver the item to the customer on time and yet you have the people but with the wrong competencies. AFRALTI 34
It is therefore imperative to strengthen the People component by ensuring the operations group is structured properly, with the right competencies and with only positions that are necessary to deliver quality products or services consistently and with excellence. AFRALTI 35
DATA Data is a key component in Postal and courier operations. Strengthening this component will enable the industry players objectively manage their operations through a small set of activity-based on numbers that are leading indicators of future results. AFRALTI 36
Data gives an accurate pulse on the business and the ability to predict future results. To address the evolving customers demands, Operators should strive to analyze data on weekly basis to ensure that everything is on track in their operations. AFRALTI 37
There is need to assign someone to manage and be accountable for each number, then start tracking them weekly. When a number is off track, the accountable party must take appropriate action to get that number back on track. AFRALTI 38
This will give patterns and trends. Thereafter,continue to refine this scorecard as you move forward; it takes about one to three months until it evolves into something you love.e.g it would be in the interest of the operations team to collate data on the number Postal & Courier items processed in a day and the return on investment. AFRALTI 39
ISSUES(COMPLAINTS) In Postal & Courier operations issues/complaints are inevitable.Strengthening this component therefore helps you to compartmentalize all issues/complaints and solve them effectively in order of priority at all levels. Unresolved issues drain your energy and are barriers to moving forward. To strengthen the issues component, list all the issues as they arise. AFRALTI 40
Record and rank the issues in order of priority. Step 1: Identify the underlying root cause of the issue. Step 2: Discuss the best possible ways to resolve the issue. Step 3: Solve the issue by selecting the best action steps to make the issue diminish forever. AFRALTI 41
This will stop issues from lingering for days, weeks and months. Finally set standard operating procedures that will guide your complaints resolution mechanism.i.e on time response to telephone calls or inquiries(respond to inquiries within 24 hours). Come up with long term solutions that will address recurrent issues. AFRALTI 42
PROCESSES For effective operations to be realized development of processes/systems/procedures that are scalable, consistent, and easier-to- manage is paramount. Think about your business operations and its core processes (e.g. processes on posting, transmission and delivery of courier items would guide staff on who when,where,what and how to deliver the items. AFRALTI 43
It is therefore important to identify &document each of the core processes in a simple manner that will be understood by all. Finally ensure compliance to the documented processes at all times. Review the procedures/processes/systems from time to time to accommodate market dynamics. AFRALTI 44
Conclusion: If you work to strengthen these five components, you will definitely be able to deal with informed customers who constantly demand for better services, reduce customer churn, mail decline just to mention but a few. AFRALTI 45
SYNDICATE Identify what bothers you in Operations and how you solve it ? AFRALTI 46
3.SCOPE OF OPERATIONS IN POSTAL & COURIER BUSINESS. Establishing Current Operations of the Sector Establishing Future Operations and how to get there AFRALTI 47
Establishing Current Operations of the Sector The current P&C sector largely deals with letter post/parcel or a courier item which simply means a package, a consignment, or a container that can be collected, transmitted and delivered through the postal and courier network. The operations of this sector are guided by both international and domestic standards.(UPU & CAK guidelines)Visit the websites for more information. AFRALTI 48
Research has it that most of these companies are grappling with automating their operations and therefore not meeting customer s requirements fully. There is need to focus on the future and put in place strategies that will drive the sector to the next level of excellence. AFRALTI 49
Statistics indicate that the current status globally is characterized by decline in mail volumes due to technology based products that have replaced the traditional mail. Nonetheless, there is hope in the Parcel business due to the emergence of E-commerce.(everythingyou need to sell or buy online).Postal & Courier service providers partner with online buyers/sellers for last mile delivery. AFRALTI 50
