Classification

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Quality of Service Enhancement -Global vision-
Presentation to QS Seminar 5th April 2004
Quality of Service Coordinator Akio MIYAJI

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Global vision (1)

• Changing environments
• - Deregulation/Postal reform
• - Competition
• We live in the age customers decide everything
• Quality of service enhancement should be geared
  towards achieving total reliability of customers
• Service should be interpreted in wide scope,
  to cover
• - High quality performance in the pipeline of
  products
• - High quality of associated services as
  Pre-sales and After-sales
• We need to undertake united approach in all the
  efforts with structured way

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Global Vision (2)
To improve the quality performance, two
dimensions of actions required

• Individual efforts areas
• On a product by product basis, comprehensive
  mechanisms/chain of actions should be ensured in
  a vertical order
• Common efforts areas
• For all products, infrastructure development
  support should be ensured in a horizontal order
• Synergy outocome should be driven learning
  lessons in a matrix order

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Comprehensive Mechanisms- Vertical order -
Action for Remedy
Action chains - Individual effort areas -
Product by product
Communications
Analysis
Reporting
Improvement Drivers - Ranking report
- Quality link payment - Voluntary to
mandatory - Certification
Audit and Measurement
QS Target
QS standard
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Quality of service standards, targets and audit
and measurement (1)

• Quantifiable quality of service standards
• - Product by product (letter, parcel, EMS, FS)
• - End to End, segment by segment, Country
  Specific, Intra-Region, worldwide
• - Validation mechanism
• Targets to achieve
• - Targets to achieve against standards
• - Staged approaches with transition
  arrangements (Taking into account Operators' s
  Capability, Size)

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Quality of service standards, targets and audit
and measurement (2)

• Audit and Measurement
• - Non traceable items (Letter)
• Full use of diagnostics gates and external
  panelists (Externally explicable)
• UNEX system VS UPU Continuous system (A common
  platform, less expensive and easy to use
  necessary)
• - Traceable items (EMS, Parcel, Registered
  items)
• Full use of T/T systems and tracking data (From
  EMS to registered items)
• - Reporting, Analyzing and Information sharing
  scheme
• Visibility, Frequency, Timing, Ranking
• Analysis to country specific level
• Personalized approach (for better attention)
• - Action for remedy
• Field support (operational review,
  workshop/training, etc)
• Regional approach underway as co-action between
  DOT and DCDEV

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Quality of Service Improvement Drivers (1)

• Develop reports by performance ranking (give
  shame)
• Less payment for poor quality or high payment
  for higher quality
• - Quality Link Terminal Dues system (Letter)
• Clear picture needed to move forward (IC IC ?
  L1 ? L2)
• - Pay by Performance system (Parcel)
• Incentive system based on basic infrastructure
• - Pay for Performance system (EMS)
• One round advanced (to parcel)
• - Result validation, Relationship with
  external consultancy needed to be set clearly

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Quality of Service Improvement Drivers (2)

• Voluntary to Mandatory
• - Regulations setting
• Certification scheme
• - UPU quality management certification
• Certify quality management capability
• - Certification based on performance against
  Targets
• EMS certification system based on Score card?
  other products (letter, parcel)
• To be used as Sales Tool

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Infrastructure Development- Horizontal order -
Funding (Assistance)

• Common effort areas
• For all products

Information Technology
DCDEV
QSF
Basic Infrastructure
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Information Technology Development

• All the PAs should be connected with information
  technologies
• - T/T systems IPS, IPS Light
• - Electronic money transfer system IFS, IFS
  Light
• - Quality control system (for daily
  transaction and security of mail)
• - Information Exchange system with Airlines
  (IATA/UPU)
• - Information Exchange system with Customs
  (WCO/UPU)
• Internet-based inquiry system for better caring
  for customer
• - EMS Rugby system ? other products
• (Cricket system for parcels and
  thenRegistered items)

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Basic Infrastructure Development (1)
For the enhancement of entire quality of
service, it is indispensable that all PAs develop
their infrastructure continuously

• Technical and financial aids activities
• - Better coordination among different sources
  of aids activities
• QSF, DCAG, PDAG, QSPG
• - Proposal making and Bottom-first and
  upper-later approach
• - Centrally-contracted aids activities
  required
• Provision of standardized basic materials or
  tools (Bar-code label, plural number of address
  labels)

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Basic Infrastructure Development (2)

• Common Basic infrastructure development
• - Post code and addressing system
• - Technical standards
• - Regulations (Voluntary to mandatory)
• Security and liability enhancement (Security
  checking, crime deterrence and responsibilities
  with customers/between operators, dispute
  resolutions)

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Quality of service Improvement Mechanism

• Guidelines

Government Regulation
Customer

• Customer satisfaction

Postal operators
UPU

• Product enhancement

• Guidelines

• Support

• Implementation

Regional organs

• Tools development

• Use of tools

• Technical
• assistance

• Support service

• Tools development aide

• Technical assistance

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UPU Challenges

• Key Performance Indicator Management
• - Supported by Comprehensive report cards
• Strengthening Central Back-up scheme
• - Product based structure
• Enhancement of Inter-governmental organizations
  role
• - Standardization (eg. QS measurement) and
  certification authority
• Inter-connection of Postal Administrations
  through Information Technology
• - T/T system, by Nairobi Congress (?)
• New System Development with State-of-the-art
  Technologies
• - New Alternative Solution for QS measurement
  systems, RFID/ID Tag (?)
• Strengthening Customer Care Oriented Function
• - Internet based inquiry system and
  Pre-sales and After Sales activities Linking
  with Marketing Force

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Key Indicators

• Support for all products
• 114 (95) postal administrations with
  IPS/IPS Light installed
• 124 (119) administrations with postcode
  and addressing systems
• Individual products
• Letter post
• 62.6 (62.2 ) percentage of
  worldwide J5 achievement on continuously
• measured
  links
• 95 (82) postal
  administrations participating in UPU continuous
  testing
• 5 (1) postal
  administrations awarded UPU certification
• Parcels
• 66 (86) postal administrations still
  not using barcode
• (October
  2005 figure)
• 44 (36) number of
  postal administrations exchanging tracking data
• EMS
• 83.11 (80.13) worldwide percentage of
  on-time deliveries
• 92.82 (91.88) percentage of delivery
  information capture (H/I over D)

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Thank you!
Quality of Service Coordinator Akio MIYAJI