USPS Voice of the Customer Case Study
BSOP 588 Managing Quality
April 02, 2012
1. Explain how the Voice of the Employee sup ports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer).
As stated by the United States Postal Service annual performance report, The Voice of the Customer goal category focuses Postal Service resources on growth to generate sufficient revenue to support the public service mission of universal service that “binds the nation together.” Providing timely, consistent delivery across all classes of mail will increase customer satisfaction and generate growth in support of our central mission (2002). The Voice of the Employee goal category focuses on creating a workplace environment that fosters a motivated, productive and inclusive workforce and embraces the values of fairness, opportunity, safety, and security. The Voice of the Business goal category focuses on maintaining the affordability of Postal Service products and services by improving productivity so as to control costs and improve contribution levels to grow business (USPS annual performance report, 2002). For each Voice, a goal statement focuses on the overall performance sought. For Voice of the Customer, the goal is to provide services that meet the needs of different customers in competitive markets and grow the revenue necessary to support the public service mission of the Postal Service. For Voice of the Employee, the goal is for a motivated, productive and inclusive workforce and a goal of affordability for the Voice of the Business. 2. While Figure 8.14 shows only representative measures associated with the balanced scorecard, suggest some other measures that might be included, using your knowledge of postal operations.
Traditionally, performance measures used to assess success were financial in nature. This allowed only one view of what happened. The...
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