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Service Measurement & Improvement – MTAC Workgroup #94 MTAC Meeting, February 22, 2006

Service Measurement & Improvement – MTAC Workgroup #94 MTAC Meeting, February 22, 2006. MTAC Areas of Focus. Address Accuracy Seamless Acceptance & Induction Optimizing Preparation & Entry Service Measurement & Improvement. Service Measurement & Improvement. USPS Sponsors:

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Service Measurement & Improvement – MTAC Workgroup #94 MTAC Meeting, February 22, 2006

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  1. Service Measurement & Improvement– MTAC Workgroup #94MTAC Meeting, February 22, 2006

  2. MTAC Areas of Focus • Address Accuracy • Seamless Acceptance & Induction • Optimizing Preparation & Entry • Service Measurement & Improvement

  3. Service Measurement & Improvement • USPS Sponsors: • Paul Vogel, V.P., Network Operations Mgmt • Nick Barranca, V.P., Product Development • Industry Sponsors: • Jim Bowler, Parcel Shippers Association • Joyce Bagby, Association of Priority Mail Users

  4. Service Measurement & Improvement • Workgroup: • Service Performance Reporting Process Standardization • Workgroup Leaders: • Bob Fisher, Manager, Service Improvement Performance (USPS) • Mury Salls, VP Postal Relations, DST Output

  5. Service Performance Reporting Process Standardization • 2-day Meeting – August 2 and 3, 2005 • Over 30 attendees representing various industry segments • Presentation from industry representatives addressing 4 basic questions:

  6. Service Performance Reporting Process Standardization • 1. What data do you have that measures service performance? • - Segmentation of data made at the district or 3-digit • - Source of data (seeds, Confirm, customers) • - Frequency of data collection

  7. Service Performance Reporting Process Standardization • 2. How valid/representative is your service measurement process? • - Statistical validity • - Seeding vs. regular mailings • - Frequency • - Determination of start and stop the clock

  8. Service Performance Reporting Process Standardization • 3. How do you share your service results with the USPS? What has your experience been in sharing these results? • 4. What issues or concerns do you have relative to service reporting effectiveness?

  9. Service Performance Reporting Process Standardization • No consistency source for tracking data • No consistency in reporting data • Mailers are frustrated at the lack of a USPS measurement system for all classes of mail • Mailers are frustrated when USPS doesn’t “trust” the data provided • Confirm Certification is an issue (start the clock and EMD/uniqueness issues)

  10. Service Performance Reporting Process Standardization • Progress? • Meeting Scheduled at Postal Headquarters March 2, 2006 • Attendees From Industry and USPS, 10 - 12 People • Next Steps? • Finalize Report to USPS/Industry Sponsors June, 2006

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