Ep 163: Change management in the postal and delivery sectors

Jul 16, 2019

Experienced international postal executive Pieter Kunz, senior adviser at Escher, covers change management in the postal and delivery sectors:

• How can posts cope with change?
• The conflicting needs of falling letter volumes and rising parcel volumes
• Developing new services taking into account the USO and the dynamic nature of the parcel delivery market
• Key talent for change management
  • People who understand customer needs
  • Network design
• Transforming customer needs into services
  • Understanding needs
  • Speed and frequency of delivery
• Technology as an enabler and disruptor of services
  • Automation and sequencing
  • Round sorting and network setup
• Pushback from unions to plans to reduce headcount
  • Transparency and planning
  • The need to act
• Technology in the last mile - including interacting with the recipient and optimising the last mile
• Digital transformation in the post office
• Franchising post office networks
• Digital cannibalisation of over-the-counter business
• Self-service terminals in post offices
  • Parcel lockers and kiosks
  • Customer acceptance of self-service
  • 24-hour access
• The future of the post office
  • The size and shape of the network
  • Customer service