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
