Australia Post Dandenong Letters Centre

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Australia PostDandenong Letters Centre

• Major Mail Users
• 7th Annual Convention and Trade Exposition
• 26 - 27 July 2000

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Dandenong Letters Centre
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Improving Customer Service through

• Centralised Network
• Efficient integrated work systems
• State-of-the-art technology and equipment
• Customer focused workforce

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Basic Belief about People

• The people who perform the work can and should
• understand the business well enough to figure
  out
• what to do with a minimal amount of
  supervision
• People will be motivated to figure out what to do
  and
• then will do it only if they are committed to
  the
• success of the business

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Cultural Change Program

• Foundation
• ? Team Based Work Culture
• ? Values Based
  Management
• Underlining Principles
• 
  ? No Secrets
• ? No Unresolved
  Issues
• 
  ? No Ambits
• ? No
  Mistakes

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PeopleSMART

• Specific - clear tasks and outcomes.
• Motivated - enthusiastic workforce.
• Accurate - quality (done once, done right,
  done well).
• Responsible - our people own the result.
• Teams - groups working together for
  common goals.
• More focus on our People

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Design Features
VALUES VISION
STRUCTURE
REWARD/ RECOGNITION
PEOPLESMART WORK SYSTEM
DEVELOPMENT PERFORMANCE
DECISION MAKING
TRAINING
COMMUNICATION
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Vision and Values

• The Design Team has created a Vision of where DLC
  will
• be in approximately 2003.
• The Values have been taken from the Australia
  Post
• Corporate Values simplified for all staff
  at DLC.

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Visions 2003

• As I drive into the car park, a large Australia
  Post logo greets me and welcoming signs direct me
  to the reception area. I see a large building
  surrounded by landscaped gardens. On entering the
  foyer, I see photos of the entire workforce,
  individuals grouped into teams, Statements of
  Values and recent on-time delivery results. Also
  displayed are pictures of customers and plaques
  showing their appreciation, as well as quality
  and service awards for outstanding achievement.
• As I walk into the work area, I see teams of
  diverse people working effectively on different
  equipment, production, problem solving
  decision-making, all towards a common goal with
  no apparent barriers. People look friendly and
  are eagerly helping each other. A couple of
  staff invite me to see what they are doing. I am
  pleasantly surprised at their depth of knowledge
  of the business and their comment that they have
  to finish their task in the next five minutes so
  as not to delay the Consolidation process.
• The new technology looks shiny, highly automated,
  safe and efficient. This explains the high
  standard of reliable, competitive service
  provided by the staff. The bright and clean
  environment catches my eye. I notice the staff
  spontaneously tidying up their work area as they
  move efficiently around the machines.
• On the walls are colourful eye-catching
  performance charts for teams, equipment, safety,
  competitors, quality and customer service. It is
  obvious that this facility deserves its world
  class status. There is a feeling of
  satisfaction, harmony enthusiasm in the
  workplace that is rarely seen elsewhere.
• I am happy that DLC people care so much for me
  even though this is the first time we have met.
  I believe them when they say they will do their
  best. Its only as I am going home that I see
  fruit trees in the garden. I know I will be
  welcome anytime.

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DANDENONG LETTERS CENTREVALUE -COMMITMENT TO
CUSTOMERSWe place the highest priority on
customers and everything we do will be directed
to ensuring reliable quality customer service

• We will-
• Serve internal external customers
• Find tasks that can add value to customers
• Allocate appropriate resources to service
  customers
• Ensure customers feel welcome valued

• We will not-
• Guess assume
• Misunderstand customers needs wants
• Promise undeliverablesor make excuses
• Price unfairly
• Act in our own interest

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Organisation Structure
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Team Responsibilities

• Self directed teams accountable for work and
  results. Responsibilities include-
• Co-ordinating, training and days off
• Report team activities
• Developing training needs for staff
• Scheduling and co-ordinating meetings
• Co-ordinating team budgets
• Allocating team process (job rotation)
• Conflict resolution

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Team Responsibilities continued..

• Analysing data
• Quality
• Ensuring team works within values
• Co-ordinating maintenance
• Operating procedures (OHS)
• Customer contact

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Projected Benefits

• Enhanced customer Service
• - Increased awareness and customer
  focus by all staff ?
• - Improved Quality ?
• - Reduced rework ?
• Reduced Costs
• - Less direct supervision ?
• - Less admin work ?
• - Lower sick leave, absenteeism,
  turnover ?
• Improved Production Process
• - Reduced unplanned downtime and
  maintenance ?
• - Improved productivity (labour
  hour/unit) ?