# Presentation: 671871

## Workgroup #94Service Performance Reporting Process Standardization MTAC Meeting Presentation

- August 17, 2005

## 	Abbreviated Issue Statement 

- 	The mailing industry creates many different types of service data and service performance reports.  These reports are not standardized across the mailing industry, mail types, or mail shapes.   Often these reports lack data that is actionable by the Postal Service to improve performance.

**Notes:**
What we’re doing – We’ll be reviewing each project identified as part of this proposal

Key Objectives – We will explain what is so important about each project and why we should do it

Business value – We will demonstrate the value to DSTO and our clients with each project.  More importantly, we’ll demonstrate how these projects set the stage for ongoing innovation for state-of-the-art factories.  

Timeline – The schedule to execute each project

How we get there – The approach we will be taking to complete the Factory of the Future goal

## Work Group #94 – Desired Results

**Criteria, guidelines, and standardized elements for mailer generated reports would be developed.  When followed, service reports would result in actionable data for USPS operations managers to improve service performance.**** **
**A standardized process for sharing service performance reports would be developed.  This process would be centered around the BSN, and involve operations management**** **
**Evaluate the potential for a centralized “clearing house” for customer provided service performance reports.  This clearing house would allow central and common access to service reports, probably in the forma of a web-site.**
**Address Industry concerns with Confirm Certification process.**

## Work Group Kick-off Meeting – Held August 2-3

- Industry and Postal Service discussion around four questions:
- What data do you have that measures service performance?
- How valid/representative is your service measurement process?
- How do you share your service results with the USPS?
- What issues or concerns do you have relative to service reporting effectiveness?

**Notes:**
What we’re doing – We’ll be reviewing each project identified as part of this proposal

Key Objectives – We will explain what is so important about each project and why we should do it

Business value – We will demonstrate the value to DSTO and our clients with each project.  More importantly, we’ll demonstrate how these projects set the stage for ongoing innovation for state-of-the-art factories.  

Timeline – The schedule to execute each project

How we get there – The approach we will be taking to complete the Factory of the Future goal

## What data do you have that measures service performance? 

- Source of data
- Confirm
- Delivery Confirmation
- Seeds by Phone or Internet
- Complaints from consumers
- Low or no sales/response
- Manifest information
- Frequency of data collection.
- Daily, weekly, monthly – lots and lots
- Segmentation of data made at the district or 3-digit
- More developed systems have robust data reporting
- Seeds, consumer complaints, etc. less specific

**Notes:**
What we’re doing – We’ll be reviewing each project identified as part of this proposal

Key Objectives – We will explain what is so important about each project and why we should do it

Business value – We will demonstrate the value to DSTO and our clients with each project.  More importantly, we’ll demonstrate how these projects set the stage for ongoing innovation for state-of-the-art factories.  

Timeline – The schedule to execute each project

How we get there – The approach we will be taking to complete the Factory of the Future goal

## How valid/representative is your service measurement process?

- Statistical validity
- Range from highly validity to low validity, e.g. complaints
- Aggregate data may provide highly valid data
- Seeding vs. regular mailings
- Varies
- Frequency
- Varies
- Determination of start and stop the clock
- Use Confirm start and stop
- DSAS, FAST
- Phone and Internet for receipt

## How do you share your service results with the USPS?

- BSN
- USPS Transportation
- AMF
- SCF
- BMC
- Districts
- USPS Headquarters
- Anyone that will listen!

## What issues or concerns do you have relative to service reporting effectiveness?

- Confirm shared reports have limited availability
- Certification (Unique Planetcode(s) per drop/mailing)
- Start of clock/EMD
- Stop the clock
- Delay in receiving data
- USPS needs to be proactive
- Aggregate data
- Exception reports
- Frequent and timely review
- Validation of seed process
- Need standard problem analysis methodology
- PostalOne! Transportation data not available
- Work off of trends

## What issues or concerns ... (Cont’d)

- Lack of data on Carrier Route bundles
- Measurement system visibility
- USPS equipment failures and facility closures notification
- BSN
- Closed vs. resolved
- Many different reports and conflicting data

## Next Steps

- Refer issues to sponsors for scope clarification or assignment to another workgroup
- Certification (Unique Planetcode(s) per drop/mailing)
- Start of clock/EMD
- Carrier Route bundles tracking
- 4CB replace Postnet and Planetcode or optional?
- Surface visibility integration
- Finalize issue statement
- Identify critical report elements & criteria for work group review
- Schedule next meeting (September?)

## Work Group #94

- Questions?