Österreichische Post AG presents successful results of quality improvement campaign
Pressemeldung from 19.11.2003
Information about progress of quality program submitted to price control commission
Today, Wednesday, 19 November 2003, Österreichische Post AG presented the successful results achieved in implementing the quality improvement program launched at the beginning of the year the to Austrian price control commission.
Improvement of throughput times - more than 90 percent of all letter items delivered to addressee within one day
A model tried and tested in 2002 as a pilot project for the region of Salzburg was implemented all over Austria in 2003 with the aim of improving the quality of service. Service level agreements were used to optimize the cooperation between the divisions taking part in the process - Branch Network, Logistics, Transportation of Goods, and Distribution.
These measures resulted in a positive development of throughput times, which have been confirmed by measurements taken by independent experts. For the purposes of such measurements, 30,000 test letters are sent each year. In addition to measuring throughput times from the time a test item is posted until it is received by the addressee (end-to-end measurement), 80 percent of the test letters are equipped with so-called transponders, which allow an exact analysis of weaknesses.
In the third quarter of 2003, already 90.5 percent of all domestic letter items were delivered on the working day following the day of posting (E+1). In the first quarter of 2003, this value was still at only 77.9 percent. By the end of 2004, Österreichische Post AG must meet the ambitious specifications of the Universal Service Regulations (95 percent).
Quality index for post offices - improvements in customer contact
In order to increase customer satisfaction with post office counter services, Österreichische Post AG, together with P.S.K., established a quality index whose criteria include customer service and post office design. Since March 2002, more than 6,000 post office staff members have undergone training to enable them to provide friendly and competent service to the customer.
Already since 2002, an external institute has been measuring the success of these training efforts by means of test purchases and test calls in Austrian post offices. All of the 1,688 post offices in Austria were tested several times during the year. This project managed to raise post office staff awareness for issues of customer satisfaction. In terms of criteria measured, it was possible to identify partly significant improvements.
Price control commission
The price control commission at the Federal Ministry for Transport, Innovation and Technology has been set up to provide consulting when it comes to approving the terms of business and the rates charged for the reserved postal service. The price control commission’s members come from several federal ministries, from the area of consumer protection, the Workers’ Chamber and the Economic Chamber.
For more information please contact:
Österreichische Post AG
Press section/ PR
Phone: +43 (1) 515 51 - 32010
Vienna, 19 November 2003