Role of manager SPC

1. Role of managerSPC

2. Role of manager • Understand the demography • Study the profile of walk in customers and their share of turnover over a few months to ascertain the peaks and lows • Build database of potential bulk customers and draw a percentage serviced by us • Meet the existing bulk customers constantly to service their requirements – an effort to retain brand loyalty • Meet the potential bulk customers serviced by other players and through aggressive marketing, ensure loyalty switchover

3. Role of manager • Set the house in order • Plan the workflow to • Minimize article handling • Ensure heavy articles are stacked and closed near the despatch unit and not moved unnecessarily within the office • Ensure articles are never left unattended and never strewn on the floors • Ensure equitable distribution of articles and bags among all operators • Ensure effective supervision over the various branches

4. Role of manager • Implement speednet fully • Ensure that all options are used • Ensure that latest version is used in all systems • Ensure that the operators and supervisors know the utility of each of the options in speednet clearly • Ensure that sufficient scanners and remote scanners are available and in working condition

5. Ensure 8 scans for TD Articles Booked at PO/ SPCC India Post

6. Ensure 12 Scans for Non TD Articles Booked at PO/ SPCC India Post

7. Ensure 5 Scans of TD articles booked at BNPL centre/ MBC/ OSA facility/ BPC India Post

8. Ensure 9 Scans of Non TD articles booked at BNPL centre/ MBC/ OSA facility/ BPC India Post

9. Role of manager • See the performance – delivery • Ensure whether satisfactory delivery arrangements exist for staggered receipts • Ensure that articles and bags are protected against environmental threats • Look for regular cases of delayed arrivals and see if this can be solved by arranging alternate routes or carriers • Check whether all these bags were with barcodes • Check whether all these bags were handled in speednet; If not take up the issue with concerned SPC and division • On a specific day, check whether for all the bags received, bag and article message were received in speednet; If not discuss with the operators and list the delinquent offices

10. Role of manager • See the performance - delivery • Ensure by monitoring on the date of visit that the address data for articles issued to beats are automatically fetched from message file and not being manually entered • Analyze the articles delivered for the past few months to ensure compliance with delivery standards • Compare the number delivered as ascertained locally with the figure available in MIS for the same period to see if data updation is taking place regularly • List out the delivery percentage over this period for each postman, map this on a graph and study the continuity in performance • Test check for one article of each linked office, whether disposal data is entered and the same can be tracked in speednet site • Check the percentage of articles in deposit and analyze reasons if it is too high • Check whether the abstract is generated through speednet and tallies regularly

11. Role of manager • See the performance – despatch • Check whether data updation takes place for all articles booked at SPC as well as linked offices • Check whether all linked offices/extension counters are booking articles in POS • Check whether all articles collected are handled in the same set and loaded in carriers in time • Ensure that sufficient time is available for scanning articles into bags for articles received from other offices and BNPL customers • Check whether mail list and TB list are configured for auto generation to save time • For the previous day to date of visit, select one article in each bag closed and track movement in speednet site to check if collection and despatch data are updated • Check if the sorting principles are correctly followed and there are no cases of misrouting • Check if duplicate barcodes are in circulation either at the office or in linked offices – both article and bag barcodes

12. Role of manager • See performance – despatch • For BNPL customers • Ascertain the percentage of customers tendering data in excel file • If this number is less, persuade the customers, specially those giving huge number of articles to generate address data in excel – for a few days, provide the help of a system administrator for this purpose • For articles accepted without data, check if address data is being entered after despatch • Check if billing for all customers is done through speednet • Check whether the pickup facility is working at a satisfactory level and timely service is provided

13. Performance level • The following criteria may be adopted to compare performance level • Measure the delivery efficiency with data collected – same day delivery percentage should not be less than 95%; Ensure that all postmen have achieved this • Bag and article message for the bags received – 100% • All the articles collected should be despatched the same day except local articles

14. Improvement initiatives • Computerize all booking points and ensure data updation • Improve the IT infrastructure – ensure that sufficient hardware and peripherals are available to match the scale of operations • Improve the layout and if possible automate the process to ease transaction flow through the system • Ensure that ergonomic furniture are provided and maintained in very good working condition • Reorganize delivery pattern to ensure that last point is reached within 3 hours of receipt of article in SPCC • Re-arrange the collection and despatch process to ensure that sufficient time is available for scanning and closing • Re-arrange the duty hours so that sufficient staff is available to handle peak time load • Reschedule bag movement to reduce idle wait at boarding/handling points • Minimize idle travel of MMS vans • Ensure that cargo handling procedures are properly taken care of at the airport so that rejections are not there

15. Prevention of revenue leakage • Carry out spot checks of booked and delivered articles • Check configuration of tariff and distance in Point of sale and speednet • Check if collections in Point of sale are properly accounted for • Check BNPL billing to ensure the following • Opening balance configuration is disabled • Bills are regularly raised and payments followed up • Payment entries against the bills reflect actual credits and cheques received are actually accounted for in PO accounts • Periodic action is taken to recover outstanding balances long overdue • If prepayment is through frank impressions, check the relevant franking machine register

16. Speednet • Implement speednet fully • Check if the following time saving options are put to use • Auto scanning of articles to bags using collection and despatch for articles from linked offices • Range scanning of bar codes for BNPL articles and auto scanning into bags • Virtual scanning of articles in bags and those received from linked offices

17. Customer service • Ensure that the front office staff are capable of addressing customer queries related to the service • Ensure that the staff are able to handle querying tools (tracking delivery, stage by stage movement) in our site to trace disposal • Check the number of complaints pending (both outward and inward) in the web CCC module and ensure that following • Booking of outward complaint is done the same day • In case of inward complaints, reply is not delayed for more that one day • Outward complaints are settled within a week • Initiate immediate action for complaints pending over a week and personally follow up settlement • Check if any cases of abstraction has come for notice – follow up vigorously to nail the delinquent office; Habitual cases should be followed up more seriously to enhance customer faith

18. Security and backup • Check whether the user and password level security is implemented fully and users are aware • Check if the communication system is fully protected against virus threats and internet facility available is not misused • Ensure that database backups are regularly taken and copies are stored both on and off site to enhance protection • Ensure that fall back plans are in place to continue operations when major disasters strike

19. THANK YOU