Issues Severity Review

1
Issues Severity Review

• PIP Forum
• October 2004

2
Background

• One of the findings from the PIP review was that
  there was insufficient analysis of issues arising
  at acceptance
• An analysis of the issues registers held at PIP
  sites was carried out to identify the types of
  non-conformances that happen in practice
• Product conditions were reviewed to identify what
  conditions should be met
• Based on this a categorisation of issues has been
  developed.
• This has been incorporated into the National
  Issues Register

3
Categorisation
Article Characteristics
Incorrect mail sortation
Article layout requirements
Presentation
Incorrect tray or bundle
Sorting
Inscriptions
Tray/ Bundle labels
Address /or Barcode visibility
Actual exceeds M/S
Volumes
Failed CBQA test
Addressing
Actual is less than M/S
Incorrect Addressing
Barcode Manifest
Incorrect Presort category
Mailing Statement
Documentation
Service delivery
Category
MIL
Weight/weight/thickness/shape
Reconciliation document
State Categories
4
Example of full framework
5
Use of the issues register

• Continuous improvement of mail preparation and
  presentation for both Mail Houses and Post
• Provide facts to support Mail House / Post
  discussions
• Product improvement
• Mail House performance measurement

6
Use of the issues register
7
Use of the issues register
8
Why look at Issues Severity

• Mail House Performance Measurement
• A simple ratio of the number of issues to the
  number of lodgements used initially
• Does not take account of the relative severity of
  issues
• Drive risk management and acceptance checking
• Focus on the biggest risk areas

9
Dimensions of Severity

• The impact on the customer.
• This dimension takes account of the impact on
  three groups
• The end consumer or addressee of the mail.
• The mail originator.
• The mail house.
• The impact on mail processing.
• This takes into account issues that cause delay
  or additional cost within the mail processing and
  delivery network.
• The impact on revenue collection.
• This takes into account issues where there is a
  risk of revenue mis-statement or there is
  additional work required in the acceptance
  checking function.
• In each case, issues have been given a ranking
  of 0,1,2 or 3 to signify no impact or low, medium
  or high impact.

10
Customer impact

• High impact issues
• Potential for breach of confidentiality such as
  unsealed envelopes.
• Cost of the mailing may be significantly impacted
  
• Significant delay in the mail being delivered.
• No proof that the mail has been lodged.
• Medium impact issues
• Areas where the cost of the mailing may be
  impacted
• Some delay in the mail being delivered.
• Low impact issues
• Cost of the mailing may be marginally impacted.
• Small potential for some delay in the mail being
  delivered.
• Where the billing details for the client may be
  incorrect.

11
Processing impact

• High impact issues
• significant re-work required potentially mail
  may have to be manually processed.
• Medium impact issues
• Where there is potential for re-work in
  processing areas.
• Where mail may be routed to the wrong machines in
  the tray management system.
• Low impact issues
• Where there is a small potential for re-work in
  processing areas.

12
Revenue Collection

• High impact issues
• Areas where the cost of the mailing may be
  significantly impacted.
• Areas where there is insufficient information to
  carry out an assessment of the lodgement.
• Medium impact issues
• Areas where the cost of the mailing may be
  impacted.
• Where there is significant additional work
  required in acceptance checking.
• Low impact issues
• Areas where the cost of the mailing may be
  marginally impacted.
• Where there is minor additional work required in
  acceptance checking

13
Examples
14
Impact on BMP assessment
15
Where next

• Start taking account of the number of mail packs
  impacted by the issue
• Escalate the reporting of issues to more senior
  levels of management in Post and Mail Houses
• More risk management focus on the most severe
  issues