Improving postal quality of service at Posten Norden
Posten Norden, the company formed from the merger of the Danish and Swedish postal operators, had experienced a sudden decline in the quality of service of their postal service and they wanted to understand the root causes so they could address the problem.
Their traditional approach to operational modelling showed no obvious bottlenecks or design failures. PA Consulting Group (PA) used our propriety postal network planning tool to model their end-to-end operational network. The model uses Monte Carlo simulations to show the effect of normal daily variations in operational processes, such as mail volume fluctuations, labour resource availability, sorting machine breakdowns, and air and road transportation failures. Combining these factors enabled us to identify the vulnerabilities in their processes that were likely to contribute the most to quality of service failures.
Our analysis enabled Posten Norden to focus their improvement efforts and to initiate a number of programmes to develop a robust operational network capable of coping with normal daily variations, and utimately led to a quality of service improvement.
To find out how we can help with your organisation's service improvements, please contact us now.
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