Express Mail Service Barbados Attaining

1
Express Mail Service Barbados Attaining
Maintaining Excellence
2
(No Transcript)
3
(No Transcript)
4
(No Transcript)
5
(No Transcript)
6
Background (Early Days)

• EMS service commenced in 1984
• One competitor
• No measurements
• Delivery standards
• Service standards

7
Strategic Planning(Say YES to the Customer)

• Creation of a comprehensive EMS structure
• A menu for all needs and tastes
• A marketing strategy
• - Price
• - Product
• - Position
• - People

8
Managements Initiatives(Separate and Special)

• Redefined the EMS Service
• Re-launched the EMS service in 1998
• Established a dedicated EMS Department with its
  own staff, facilities and equipment
• Delivery personnel carefully selected
• provided with different uniforms
• Training
• Increased staff involvement decision making
  process
• Provides staff with the tools needed to do the
  job at hand

9
(No Transcript)
10
Managements Initiative (Harnessing Technology)

• Track and trace
• Control bit 2
• Tulips
• Quality Control System (QCS)
• (provides performance data)
• IPS Light
• Rugby (Enquiries)

11
Management Initiatives(Motivate and Inspire)

• Monitor and direct,
• Set revenue, general performance standards,
• Celebrate successes,
• Candidly discuss failures and find solutions

12
Operations Strategies

• Setting realistic and achievable standards
• Validated delivery standard
• (as opposed to the default standard)
• Reviewing/modifying said standards
• Publishing standards in sorting areas
• Personalizing delivery
• Provided communications equipment
• Delivery Audits

13
Operations Strategies

• Country divided in five zones to centralize
  delivery of document items
• Documents are delivered to the addressee
  throughout the country
• Merchandise (dutiable) items must be collected
  from a post office (Initiative being explored for
  home delivery)

14
EMS Cooperative Support

• Management tools
• EMS Reports
• Quality Control System (QCS)
• Participation in training workshops provided
• (EMS Cooperative)
• Technical Assistance 2002 (EMS Improver
  Programme)
• Participation in Pay-for-performance Plan 2002

15
EMS Cooperative Support

• EMS Unit Publications
• Operational Guide
• EMS Manual
• Operations Handbook
• Supporting Personnel
• - Robert Irizarry
• - Denise Vreuls
• - Sean OToole
• - Lati Matata

16
Staff responses(Results of techniques)

• Professionalism,
• Flexibility
• Team spirit
• Knowledgeable

17
(No Transcript)
18
(No Transcript)
19
External recognition

• Recognition for service excellence,
• Respected in the market place,
• Reputation as a reliable partner,
• Known to be flexible and to meet customer needs

20
(No Transcript)
21
Maintaining Excellence(Moving forward)

• Promoting the service to internal customer
• Keeping staff abreast of the latest developments
• (Technology, service standards, competitors)
• Maintain a vibrant marketing strategy
• Highlight our good position in the local market
• Building on strengths
• (Superior number of delivery outlets)
• (Superior delivery network)
• Celebrating Successes/Admitting correcting
  failures

22
Performance Trends
23
Conclusion

• Barbados a good example of cooperative spirit,
• Although small, willing to promote postal and
  demonstrate excellence,

24
(No Transcript)
25
Thank you