Us Postal Office Case Study

Only available on StudyMode
  • Download(s) : 243
  • Published : May 9, 2012
Open Document
Text Preview
Running head: United States Postal Service Case Study

United States Postal Service Case Study
Keller Graduate School of Management
Professor R. Lee – GM588 Managing Quality

The following case study discusses the Voice of the Employee, which supports improved internal process (Voice of the Business) and how the Voice of the Business supports customer satisfaction (Voice of the Customer) of the United States Postal Service. Included in the case study are suggestions for other measures can be added and a brief discussion about the advantages and disadvantages of using a Balanced Scorecard.

United States Postal Service Case Study
The United States Postal Service (also known as USPS, the Post Office or U.S. Mail) is an independent agency of the United States government responsible for providing postal service in the United States. It is one of the few government agencies explicitly authorized by the United States Constitution. The USPS roots can be traced back to 1775 during the Second Continental Congress, where Benjamin Franklin was appointed the first postmaster general. Since then the USPS has continued to grow and employs over 700,000 workers and operates over 220,000 vehicles. It is the 48th-largest employer in the United States. The USPS mission statement is “Ours is a proud heritage built on a simple yet profound mission: Connect every American, every door, and every business, everywhere through the simple act of delivering mail. This idea of universal service is at the heart of a $900 billion industry that drives commerce, plays an integral part of every American community and remains the greatest value of any post in the world.” (, 2011) Key Discussion #1-Voice of Employee

Voice of the employee (VOE) is used to cover a whole variety of processes and structures which enable, and sometimes empower employees, directly and indirectly, to contribute to decision-making in the firm. Employee voice can be seen as the ability of...
tracking img