Case Study USPS
Case Study:
United States Postal Service
BSOP-588
Keller Graduate School of Management
Laura Almasan
The United States Postal Service has gone through some major changes in the past twenty-five years due to the increase in popularity of technologies such as email, fax machines, the internet and mobile phones. Sending letters and paying bills using the traditional method of using stamps no longer became the preferred method of sending correspondence. The postal service realized that major changes needed to be made and therefore decided to implement a quality improvement program utilizing the balanced scorecard approach. The following paragraphs summarize my thoughts and conclusions on their improvement process using the “voice” of the customer, employee and business.
It’s interesting to see in companies how at first glance employees that have no customer interaction actually affect customer service and the financial results of a business. What may seem as unrelated parts of a business; the customer, the employee and business operations are not separate entities but instead they are all interrelated. For example, the Voice of the Employee supports improved internal processes (the Voice of the Business) for the simple reason that satisfied employees will make a company run smoother and therefore more profitable. There are many examples; low morale leads employees to do just enough of their job duties to get by and not to do any extra work or contribute any valuable ideas. However, if employees feel valued, they are more willing to share ideas for improvement which may help the company eliminate waste and save money. Employees that get along and show respect for one another will spend their day focusing on their jobs instead of wasting time bickering and involved in office politics which will decrease overall productivity. Violence or sexual harassment in the workplace may lead to costly lawsuits which will affect
United States Postal Service
BSOP-588
Keller Graduate School of Management
Laura Almasan
The United States Postal Service has gone through some major changes in the past twenty-five years due to the increase in popularity of technologies such as email, fax machines, the internet and mobile phones. Sending letters and paying bills using the traditional method of using stamps no longer became the preferred method of sending correspondence. The postal service realized that major changes needed to be made and therefore decided to implement a quality improvement program utilizing the balanced scorecard approach. The following paragraphs summarize my thoughts and conclusions on their improvement process using the “voice” of the customer, employee and business.
It’s interesting to see in companies how at first glance employees that have no customer interaction actually affect customer service and the financial results of a business. What may seem as unrelated parts of a business; the customer, the employee and business operations are not separate entities but instead they are all interrelated. For example, the Voice of the Employee supports improved internal processes (the Voice of the Business) for the simple reason that satisfied employees will make a company run smoother and therefore more profitable. There are many examples; low morale leads employees to do just enough of their job duties to get by and not to do any extra work or contribute any valuable ideas. However, if employees feel valued, they are more willing to share ideas for improvement which may help the company eliminate waste and save money. Employees that get along and show respect for one another will spend their day focusing on their jobs instead of wasting time bickering and involved in office politics which will decrease overall productivity. Violence or sexual harassment in the workplace may lead to costly lawsuits which will affect
References: Evans, J. & Lindsay, W. (2009). Managing for Quality and Performance Excellence, Eight Edition. Mason, OH: South-Western Cengage Learning