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Transit Time Measurements in the Postal Industry

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Postal service providers in member countries of the European Union are required to meet certain service quality standards ordered by the government. These requirements particularly focus on how long letters & packages take from A to B: transit times. Find out more about Spectos' highly specialized solutions for transit time measurements in the postal industry here.

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Transit Time Measurements in the Postal Industry

  1. 1. Page 1Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Better controls for better results. Improve quality of postal service with Transit Time Monitoring. Page 1Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015
  2. 2. Page 2Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Founding Story Spectos is an independent Market Research & Technology Institute. Founded in 2001 in Dresden, Germany, by Niels Delater, Spectos has been providing industry leaders with individual solutions for decades. Corporate Philosophy At Spectos, we believe that real progress comes from continuous effort day by day. It starts with understanding processes and operations from the customer’s perspective, as well as not only listening to, but learning from the voice of the customer. The Team The team has been successfully supporting clients around the world for over a decade. Spectos has built up a team of researchers, engineers, designers, mathematicians, data analysts & account managers to successfully manage customer requirements. About us
  3. 3. Page 3Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Transit Time Monitoring Become an expert on the topic with us, build your EN 13850 / EN 14534 certified monitoring system and improve controls for your operations. Universal services are basic communication services that, according to European universal service rules, must remain affordable and of reasonable quality so that everyone can use them and to ensure fairness of intercountry delivery for service providers. Mail delivery falls under the category of universal services, making it subject to complex European standards. Many factors must be taken into consideration during measurement planning to ensure compliant results: EU members are obligated to measure according to European standards Spectos is specialized in EN 13850 (single-piece mail) and EN 14534 (bulk mail) Measurement must be conducted by an independent, external organization Responsible organizations can be audited by country-specific authorities
  4. 4. Page 4Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Fusing Six Sigma with postal processes Design Plan Implementation Production Induction Capture Verification Analytics Capture Customers Operations Management Certificates Alerts Audits Spectos approaches the Transit Time Monitoring System planning process according to the structured and acknowledged Six Sigma methodology. Define Measure Analyze Improve Control
  5. 5. Page 5Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Fulfill culture & country-specific demands, EU norms Measurement structure per EN 13850 and EN 14534 Client-specific goals, performance indicators Data from Real Mail Study Design Plan Implementation Step-by-step implementation of the defined structure Investigate transit process Recruit individual panels, enter data into in-house database, SpectosLab Plan, generate i.codes, create panelist surveys and target dates via SpectosLab software Seamless integration in close collaboration with our experts Create individual dashboard for 24/7 access to data, regardless of location According to customer needs, integration of KPIs, alert and ticketing systems, benchmarks Technology tracking system Define – Getting your project ready to run
  6. 6. Page 6Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 In-house facilities for highest quality control, experience Printing, packaging, bundling RFID technology Introduction for induction Transportation to dropper Various sizes, volumes Production Induction Measure Reliably distribute mail to droppers, measure transit time Induction of test mail Update Spectos Lab with induction day Data monitoring and quality control Active support for senders Collect high-quality, varying data for postal measurements Various channels for data collection, such as telephone, web applications, email, etc. Response verification system Collect & compare RFID data Continuous panel management Measure – Collecting study results
  7. 7. Page 7Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Structured approach for high quality production Test mail for measurements is produced at Spectos’ central production facility and according to the data produced during planning with the in-house developed operational system, SpectosLab. The range of test mail Spectos produces varies from test items for simple bulk mail measurements with one sender, to more complex fields of study with 3 to 150 private and/or company senders, different drop dates, mail formats (standard/large letters, small packages) and franking types. International facilities support production goals Spectos has extensive experience in the international postal industry and has achieved optimal results with opening offices in the country in which the client is located to organizational, telephone, and distribution support. In-house production facilities
  8. 8. Page 8Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 2. Printing per format1. Plan 3. Enveloping 4. Sort per sender Create dropper and format/weight protocol Match individual dropper IDs to letters according to formats and bundle IDs/drop dates. Print letters per bundle and format Prepare for packaging by assigning formats to respective envelope sizes To achieve varying formats, the following methods are implemented: adding more/less paper, with/without stamps, windows, labels Assign test letters to sender panelists According to protocol created in step 1 RFID tags are scanned into the system and assigned to individual letters Quality control of RFID tags Test items are closed and bundled with labels containing dropper information and bundle ID Franking value included depending on dropper status Bundles per sender are quality controlled and packed into larger envelopes Labeled with dropper and Spectos’ address in client country as return address Test mail is shipped according to client’s needs Proof of induction is collected and saved for comparison of transit time data 6. Bundling5. Pairing letters & RFID tags 7. Packaging 8. Transport to senders In-house production approach
  9. 9. Page 9Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Data collection in new, modern & fun to use form Mailagenten, a Spectos in-house development, is a web portal dedicated solely to the electronic data collection for transit time measurements. The application acts as a communication portal for hundreds of thousands of panelists. Every panelist receives an individual account via email Use of I.Codes for receiver verification, bundle codes for senders verification Regular email reminders to verify receipt/non-receipt of test letters Overview of past, current and upcoming test letters to inform and prepare panelists Integration of panelist incentive program (Spectos Cents) for long-term panelist motivation Multi-language interface translated by native speakers Added accessibility for panelists - web application is available 24/7
  10. 10. Page 10Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Highest levels of accessibility Reliable panelist recruitment and data collection by a reliable service center with over 10 years of telecommunication experience. In-house developed call center software system for data collection and verification via telephone, also used in foreign call centers Integration of receipt target date and up to four target check dates (panelists will be contacted up to 4 times) Use of native speakers in over 10 languages, international team active in over 15 countries Partner with TU Dresden for access to native speakers High accessibility, immediate attendance to enquiries Ticketing system for organization, structure Professional, personal contact with panelists Quality control with KPI thresholds, panelist incentives
  11. 11. Page 11Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Tracking Logistical Processes Constant knowledge – end to end RFID tags, comprised of a tiny chip and a flat antenna, are attached to items and goods which are monitored by reading devices installed along the time-sensitive logistic chain, making RFID readings a beneficial source of information for transit time measurements. Better insight into delivery routes, processes, punctuality for added daily transparency Collaboration with third party suppliers, such as Lyngsoe and Identec Flexible, small design for indistinguishable placement in test mail Tags can be read without direct contact, making them more effective than barcodes which become unreadable easily RFID tags are read by large gates placed at crucial measuring points (ex. entrances and exits), and also by small reading devices placed in panelists’ mailboxes Passive and active RFID tags are used to track goods of different volumes, including: individual items, unaddressed catalogues, bulk mail, entire pallets, large packages, etc. Captured data is used for internal panel quality control through Spectos
  12. 12. Page 12Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Monitor measured data for high quality results Set KPI performance thresholds Quality monitor panelist responses Statistical correction Retrain and/or contact panelists Verification Analytics Report Team of expert analysts working to translate your data Automatic evaluation of results Customized responsive graphs Filter function for in-depth analysis Organized structure according to your specific needs, projects Reliable data analysis for proof of quality, certification Official reporting according to European standards Customizable, integration of goals Presentable at meetings, simplifies teamwork Structured overview of overall and individual performance in real time Analyze – Making results presentable
  13. 13. Page 13Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Reviewing Each Panelist’s Responses Each sender and receiver’s performance is individually reviewed according to defined KPIs on a weekly basis to assure panel quality. Review accessibility/availability of study participants Assess the panelist’s motivation to participate in further Spectos studies The reliability and consistency of the panelist’s responses regarding drop/receipt date and transit times Panelists whose responses seem conspicuous are contacted and checked case-by-case to determine next steps, including deactivation. The goal of this process is to identify and retrain panelists with longer transit times than average or low amount of on-time deliveries. Certain steps are undertaken to determine questionable panelists Assurance of Panel Quality
  14. 14. Page 14Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Detailed VisualizationAutomated Weekly Query Probation Period Bi-annual Review Monitors test item and panel database, SpectosLab Selects panelists whose KPIs fall below threshold Followed by a manual assessment of selected participants according to defined criteria Red alerts if panelist is not fulfilling KPIs List of individual transactions Invalid data records marked red to visualize unreliability Check if problem occurred only once or if it occurred multiple times over a longer period Contact panelist for explanation Exclude unreliable data from measurement Retrain panelist Close observation for two weeks If no improvement, deactivation Exclude all data since observation Recruitment of replacement panelist Determine panelists with performance 10% or more below overall on-time results Determine panelists with performance greater than 98% above the overall on-time results Investigate selected panelists Contact panelists for explanation Assurance of Panel Quality Steps
  15. 15. Page 15Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Put your customers at the center of your efforts Operate from the perspective of regulatory bodies Systematically collect customer feedback, monitor all channels Integrate VOC into improvement measures Customers Operations Management Analyze operations individually for targeted decisions Track first mile-last mile gaps, receive E2E information Ticketing and To-do system simplifies collaboration with teams Real time technology for immediate knowledge Continuously improve data for better business controls Implement quality improvement projects Identify room for further measurements View overall development and growth over time Improve – Turning results into actions
  16. 16. Page 16Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Customizable alert system for instant notification Set KPI and benchmark thresholds for quality control Push notifications for knowledge on the go, at a glance Determine which employees receive which alerts Alerts Audits Certificates Spectos measurements always fulfill all European standards Measurement design according to applicable EN 13850 / EN 14534 Successful audit history – audited by TÜV Rheinland and Price Waterhouse Coopers Close collaboration with clients and auditors on site & at Spectos headquarters Achieve the certification you need to prove service quality Additional qualification for public tenders, business opportunities Prove that all minimum EN standards are met Set yourself apart from competition Control – Monitoring success day by day
  17. 17. Page 17Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Postal References We are proud of the work we do at Spectos, including all of the customers who trust in us and have confidence in what we do. The following are success stories of loyal clients who have entrusted us with their transit time measurements.
  18. 18. Page 18Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Transit Time Measurement RFID-Supported E2E Transit Time Monitoring System Customizations: Highly customized, individual dashboard with details on panel, transponder overview, filter function for dates, destination, routes Multi-language web application for data collection - exclusive to Bpost and available in Flemish, French, German and English Panel management system, statistics on size, deactivations, etc. Internal ticket system to track and solve issues quickly RFID tracking: overview of read rates, locations, loss status Comprehensive overview of city to city transit times Panelists with RFID reading devices in mailboxes Belgian Post
  19. 19. Page 19Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Transit Time Measurement Postcon Large Scale Network Transit Time Monitoring System Customizations: TÜV certified measurement system according to EN 18350 Processing of undeliverable mail - “Redress” research Use of scatter plot chart to display each partner’s performance Development chart of each partner’s performance, filterable according to date ranges Live map of current incoming data for real time overview Dashboards & filter function for individual products/projects including test mail, real mail, Redresses, and blind mail Depiction of partners, hubs, routes on map of Germany Creation of monthly reports by Spectos
  20. 20. Page 20Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Transit Time Measurement Multinational Cross-border Transit Time Monitoring System Panelists in 20 countries on five continents Identify further test mail condition – if damaged at receipt Frequent multi-language test planning production Weekly updated interactive web-based reporting including detailed weekly Excel reports, including direct comparison of countries Multiple data collection sources according to culture/nationality Call center services according to different time zones Test mail preparation to incorporate special character sets Singapore Post 1. 2. 3.
  21. 21. Page 21Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Stéphane Dujardin, International Consultant We produce, send & measure up to 80,000 pieces of test mail each month Spectos facts & figures As of 2014, our panel had over 250,000 panelists and is growing by the day We have over 150 skilled employees Sabine Frahm, Senior Consultant The key part of my work at Spectos is the management of service quality in the postal industry, with emphasis on Transit Time Measurements. I manage projects for customers from the initial set-up to official reporting, and support colleagues on other projects, especially on the topics of statistical design, validation, and evaluation of measurements. “ One of my greatest responsibilities at Spectos is simultaneously fulfilling clients’ individual needs and optimizing project processes to achieve the best possible performance “ and speak over 20 languages
  22. 22. Page 22Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Further Spectos Solutions Spectos has developed a large range of reliable solutions for performance management for better controls.
  23. 23. Page 23Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Enterprise Feedback Management Added source of customer data for an even more comprehensive overview of daily performance Better insight into daily situations, processes Define, integrate important touchpoints, such as hotlines, service centers, front desk, website Collect feedback continuously, throughout entire organization for more insight Incorporate employees, customers, partners into improvement strategy with team invitations Analyze long-term development, trends, historical data Receive more information about processes, customer opinions and behavior Assign employees to-dos and tickets (integrated system) for immediate response, reaction to feedback
  24. 24. Page 24Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Customer Experience Management Learn from & improve omni-channel customer interaction with various touchpoints, processes Define crucial touchpoints and important KPIs to systematically measure quality Gather feedback through various communication channels, such as hotlines, panels, social media Analyze results automatically and on a daily basis Integrate results into bonus/malus, incentive systems Understand customers as individuals and record specific requests Receive information immediately with real time notifications, shorten reaction times
  25. 25. Page 25Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Service Quality Management Increase customer satisfaction by monitoring performance from the customer’s perspective Define processes to measure quality of internal teams, external consultants Implement a measurement system into business operations and touchpoints Use customer satisfaction surveys to determine service quality, Net Promoter Score Review results with the employees responsible for each touchpoint, location Close the gap between customer expectations and perception
  26. 26. Page 26Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Complaint Management Identify & handle negative complaints quickly to never lose another customer React appropriately to negative feedback Implement alert system to be notified of crucial complaints immediately Respond quickly to negative experiences and offer solutions and improvements Start a dialogue with customers to reduce complaints Act on customer wishes and requests Receive information immediately with real time notifications, shorten reaction times
  27. 27. Page 27Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Contact Your Nearest Office Headquarters: Theaterstr. 6 01067 Dresden Germany Europe Service-Center: Ostra-Allee 11 01067 Dresden Germany Rep. Office: Avenue Adolphe Lacomblé 69-71 1030 Brussels Belgium North America Branch: 1090 Homer Street, Suite 300 Vancouver, BC, V6B 2W9 Canada Asia Branch: 706, CMC Tower, Duy Tan Str, Cau Giay, Hanoi Vietnam
  28. 28. Page 28Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015 Niels Delater Phone: +49 (0) 351 320 25 0 niels.delater@spectos.com www.spectos.com Your contact: Page 28Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015

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