Sam Rahim, General Manager Canada Post Business Transformation Deployment, joins me to talk about about Canada Post's business transformation project:
- Overview of Canada Post's Retail Transformation Programme
- Transforming the Canada Post network to adapt to growing parcel volumes and changing consumer needs
- Upgrading hardware and software in processes
- Importance of the post office network for inducting parcels into the postal network - the first mile
- Simplifying products and processes
- Improving the customer experience and the counter officer (clerk) experience
- Clarifying postal language
- Engaging counter staff in the development process
- Reducing training requirements
- Post office network - different operating models
- Canada Post PUDO network - Parcel Pickup
- Fast setup of new PUDO points - technology and training
- Over-the-counter transactions
- Using technology to identify parcel hot spots
- Enabling better reporting
- Measuring counter operator (clerk) experience
- The need to continue to measure
