Background of the Mail Network Optimisation Project Explaining the Project details: Strategy, Work plan, Process redesign, expected outcome Suggestions and view points of the staff side on the project and its status Lunch
11:00 - 11:30
11:30 - 12:15
12:15 - 13:00
13:00 14:00
India Post
| 1
Crores
-5% p.a. 863.53
736.03
670.06
667.71
639.00
654.00 Constant decline in ordinary mail traffic, while Speed Post has witnessed positive growth
2003 - 04
04 - 05
05 - 06
06 - 07
07 - 08
2008 - 09
9.59 04 - 05
10.86
12.86
2003 - 04
05 - 06
06 - 07
07 - 08
2008 - 09
India Post
| 2
Need for Network Review as a basis for significant increase in volumes, revenues, and market share
Competition from
Domestic and International players
Impact
Inconsistent
quality of service High operational costs Eroding customer base
Internal Drivers Difficulties of existing mail network vis--vis changed mail profile
India Post
| 3
Plan Projects
India Post
| 4
Why a consultant
Have external and objective perspective Learn from best practices in postal services worldwide
India Post
| 5
3-9
0 - 12
5 6
12 - 18
Full implementation
18 - 36
| 6
India Post
Objectives of the Project: getting the core right and improving look and feel of mail offices
| 7
Customers
India Post as trustworthy organisation with high-quality reliable service Value for money
Improved working conditions as key benefit Pride in being part of an efficient and widely respected organization Improved working conditions leading to greater employee confidence Constructive role in decision making Improved ability to steer a huge organisation and pride in being a part of a successful organization Usage of state-of the art management principles and tools (e.g., Key Performance Indicators)
Employees
Unions
Management
India Post
| 8
Project Strategy
PROJECT APPROACH
Early and
broad involvement of Circles and Staff side
Constant
Expand to all products across India Monitoring by the Directorate
India Post
| 9
Geographical reach
Priority cities "Wave 1" 2010 Scenariobased design IInd class Scenario-based design and pilots Speed Post and International mail Ist class Product range
| 10
Attractive market Speed Post grows 20% every year Quality is very important for SpeedPost customers
Important for India Post revenue and volume ~10% of total volume ~20% of postal revenue Easiest product for monitoring success SpeedNet has very helpful data for the project Track & trace is the much needed customer demand International Mail is India Post's face to the world Very important to meet international service standards Payments increasingly linked to service standards
India Post
| 11
Focus now
| 12
Work Plan for Revamp of Speed Post operations (collection to delivery): Wave 1
City 3
SPC PO 1
Proof of concept
What is the right network design? How should the optimal network of sorting
hubs look like to ensure maximum D+1 quality?
City 1
SPC 2
PO 2 PO 3 SPC 1
TMO
What are the right processes within the facility? How to ensure standardisation? How to maximise throughput and quality? What is the right network schedule? Which
cut-off times and processing windows per processing step across the value chain allow the best possible next-day delivery?
TMO SPC
City 2
How to measure India Post's performance? What is the share of next day delivery (D+1)? Track & trace: Are 100% scans ensured
across the network? Which are supporting KPIs to ensure people do not seek workarounds/shortcuts? Optimisation of delivery in wave 2 (1st class mail) as SpeedPost only accounts for ~10% of delivery volume
India Post
PO 3 PO 1
PO 2
| 13
The Project assigns high importance to the "look and feel" aspect as well
Significant quality improvement: Standardise and improve processes and reduce network complexity
| 14
Branding
Ensure uniform branding as well as consistency across locations
Infrastructure
Develop standardised and consistent interiors and exteriors of buildings and give clean and supportive infrastructure to the line team
Technology
Identify new tools and technologies and also upgrade exiting ones to ensure faster, better services
India Post
| 15
We have worked together in the 6 metros (mainly SPCs) over the last months
`
India Post
| 16
The project has brought some significant improvements over the last months
Days (average delivery time)
Mumbai
Chennai
4.1
3.4 3.1
3.1
2.2 2.1
4.9
3.5 2.8
SOURCE: Postal Tech Centre NSPC SpeedNet data, Mail Network Optimization Project
India Post
Hyderabad
|
Bangalore
Mumbai
Chennai
Set 1 (Day)
Set 3 (Night)
150
100
50
0
26-Apr-2010 10-May-2010 24-May-2010 07-Jun-2010 21-Jun-2010 Date
SOURCE: Bangalore SPC, Mail Network Optimization Project India Post
| 18
Secretary, CGM visit to Kolkata SPC Member (O) visit to Bangalore SPC Regular visits by Director (Mail &SP) & CPMGs to SPCs Regular meetings to understand & resolve ground team concerns (staff and unions) Joint work and discussion of changes on ground (staff and unions)
Consultative approach
India Post
| 19
Background of the Mail Network Optimisation Project Explaining the Project details: Strategy, Work plan, Process redesign, expected outcome Suggestions and view points of the staff side on the project and its status Lunch
11:00 - 11:30
11:30 - 12:15
12:15 - 13:00
13:00 14:00
India Post
| 20
Easier sorting Ensure minimum multiple handling Less workload reduce no. of bags & missorts between different locations Better equipment Ease of working for staff at SPCs with new equipments Higher throughput Ensure higher processing with improved process design Streamlined workflow by having optimised inflow of mails in the processing centers Prioritized processing Ensure processing prioritisation based on the time of the day for maximum connectivity
Keep everyone informed Regular interaction and display of SPC's daily performance, suggestions and feedback encouraged Training & Incentives Incentivise high performers and help all staff with newly developed trainings
| 21
India Post
to From Large multiple handling before final sorting Minimum multiple handling
India Post
| 22
Reduce number of bags and missorts between different locations within 1 city
to streamlined operations From sorting complexity
We are trying to reduce sorting complexity in the city through streamlining of operations subject to other constraints like distance, connectivity etc.
Feb 04, 20101 Overall articles GPO Around GPO Other areas
This should lead to less confusion, less missorts and less bag closing
Volume throughput and productivity at Mumbai SPC increased after merging of GPO volumes into SPC
250 (12%)
3,072 (78%)
| 23
Economic sorting cages and chairs allow for productive and yet relaxed working
Economic sorting cages and chairs allow for productive and yet relaxed working
Roller trays ease movement of heavy trays and allow for back-friendly work
India Post
| 24
Ensure 100%
Key features Lack of role clarity can lead to lack of ownership and can cause confusion
Ensure 100%
scan compliance, both for receipt and delivery No article can enter or leave sorting area unless scanned
scan compliance, both for receipt and delivery No article can enter or leave sorting area unless scanned
India Post
| 25
Some pictures of Bangalore SPC where this process has been put in place successfully
Mumbai Delhi Chennai Hyderabad Bangalore Kolkata
Category
Layout
All mail coming to the SPC late evening Sudden mail volume to be processed in very short time window resulting in bag transfer despite maximum efforts
Remaining volume collected at 7 p.m. Good share of daily volume collected at 2 p.m.
Uniform volume inflow leads to Less pressure for staff on ground Better connectivity and therefore better quality
SOURCE: Mail Network Optimisation Project India Post
| 27
Ensure processing prioritisation based on the time of the day for maximum connectivity
to Demarcated shift (set) planning to optimize D+X quality Receipt from P.O.s From TD, NTD all being processed at the same time Rationale Cut-off to ensure flight connectivity Receipt of items from other cities Cut-off for P.O.s
TD sorting (from own P.O.s) Sort TD from own P.O.s while "waiting" for flight receipts
TD sorting (from rest of India) Sort TD from rest of India after receipt from incoming flight
Same amount of effort will lead to better quality and speed for next day delivery
India Post
| 28
Web based performance mapping both for speed and quality D+X KPI for Speed
From
SOURCE: Mail Network Optimisation Project
| 29
D+X reports
1b Transit analysis across city 1c Time per leg of transit within city 1d Time per leg of transit across city
Measures for each processing step whether articles got scanned as prescribed
Measures for international inbound article the efficiency of 3b Percent of F-scans in IPS vs. D-scans in IPS movement at every step before 3c Share of SpeedNet Delivery scans vs. IPS F-scans (TBD) merger with Speed Post 4a Articles processed per hour per FTE 4b Staff absenteeism 4c Share of bags without bag labels 4d Share of articles not processed in SpeedNet 4e Share of articles closed after cut-off time 4f Share of missorted articles 4g Share of articles with missing pin codes 4h Share of articles not dispatched same set Supports achieving better D+x and scan performance
Supporting KPIs
India Post
Proposed Incentive for good performers and motivate less performing staff through training
to Recognition
From
No clear and fully objective performance monitoring
India Post
| 31
Content
Ensure that everybody understands India Post and its procedures not just one's own job
General
2 Train the Trainer Training 3 Basic procedures and operations explanation 4 KPI and quality Training 5 "Basic" Computer Training
IT
Role
Help people to become even more successful in their roles including awareness of role and soft skills
India Post
| 32
Monitoring
Team has already worked on ground in the 6 metros Now we are developing a SpeedPost manual for further rollout 8 directors will then lead implementation in the next 15 cities
1 Next cities in scope are Noida, Gurgaon, Chandigarh, Pune, Goa, Mysore, Ahmedabad, Howrah, Patna, Nagpur, Bhopal, Trivandrum, Kochi, Lucknow, Vashi (preliminary selection subject to change) SOURCE: Mail Network Optimisation Project India Post
| 33
Background of the Mail Network Optimisation Project Explaining the Project details: Strategy, Work plan, Process redesign, expected outcome Suggestions and view points of the staff side on the project and its status Lunch
11:00 - 11:30
11:30 - 12:15
12:15 - 13:00
13:00 14:00
India Post
| 34
India Post
| 35
Background of the Mail Network Optimisation Project Explaining the Project details: Strategy, Work plan, Process redesign, expected outcome Suggestions and view points of the staff side on the project and its status Lunch
11:00 - 11:30
11:30 - 12:15
12:15 - 13:00
13:00 14:00
India Post
| 36
THANK YOU
India Post
| 37