Free Accounting Dissertations - Finally, Organisations Need Good Information On Both Performance And
Finally, Organisations need good information on both performance and development in order to learn and direct resources effectively.
It is imperative for organisations not only to be able to have policies and procedures in place to set the standards of performance, it is equally essential to be able to measure them.
ROYAL MAIL
For decades Britain enjoyed a first class postal service that was the envy of the world. The industry was efficient and highly profitable, contributing millions to the Treasury’s coffers. It offered value for money (with some of the lowest postal prices anywhere in Europe) and a high quality public service. Commercial freedom was meant to give Royal Mail more financial room for manoeuvre in an increasingly liberalised postal market. But, in reality, it has led to a shortterm focus on cutting costs and restoring profitability which has seriously undermined quality and service standards and done nothing to address the years of chronic underinvestment.
Hence, in an attempt to improve its service, Royal Mai set for itself a total of 15 measurable performance targets. The key idea behind this concept was not only to improve the services provided to the customers but also to improve the internal processes in the organisation. Thus in this respect, Royal Mail incorporated PMS and devised to meet the following aims, namely,
To deliver world class service at the defined market price.
To deliver a savings profile that reflects in excess of 10% savings over the life of the contract.
To deliver a national help desk handling in excess of 200,000 calls per year for PPM and reactive planning and tasking using hand held and related technology.
Royal Mail Quality of Service targets
Product
Full Year targets %
Results %
First class stamped and metered
92.5
88.3
Second class stamped and metered
98.5
98
First class PPI
90.6
81.9
Second class PPI
97.4
94.3
First Class response services
90.3
73.8
Second class response services
97.5
93.9
Mailsort 1
91
86.4
Mailsort 2
97.5
95.8
Mailsort 3
97.5
97.1
Presstream 1
90.5
85.5
Presstream 2
97.5
96.3
Special delivery
99
97.7
Standard retail parcels
90
87.7
All postcode areas (except Lerwick, Hebrides, Kirkwall) to achieve 91% next day delivery of first class mail posted in that area to any other UK postcode
118 postcodes to achieve this
17 achieved this
All postcode areas to achieve 92.
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