| Quality in the postal industry is not
just speed. Additional postal customers define high quality
service as reliability, no losses, no damages, cleanliness
and even customer friendliness.
However, measuring the speed of the network and analysing
the results is necessary to maintain a promised service level.
Its purpose is not just to communicate the performance, it’s
a KPI for internal benchmarking. It could be an individual
performance criterion for the compensation packages of managers
as well.
Another essential instrument of quality control is failure
detection: once failures are identified measures have to be
taken to eliminate those in the future.
A responsible quality manager manages his or her team independent
of functional organisation. Their primary role is to help
everybody to do better.
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