Tuesday February 14th, 2006
IN FOCUS: BILLING & CREDIT MANAGEMENT
WORKSHOP REPORT
BACKGROUND
Industry discussion leaders at the December 6th best practices
workshop: YOU vs Inefficiencies, tabled a wide range of
induction and pre-induction issues as they addressed the rising
cost of interface with Canada Post. They delivered best
practices for dealing with current Canada Post processes, and
led participants in a positive discussion on a business model
for interaction that would resolve not just the symptoms but the
root causes of inefficiencies and frustration. Meaningful
consultation and win-win impact were identified as key business
drivers. The industry churn created by the introduction of
credit authorization in September underscored this need.
Click here to view Best Practices Workshop report.
Click here to view industry concerns about credit
authorization.
Ed Lanthier, Director, Credit
Management, proactively tabled a proposal for an industry
workshop January 26th, to deal with billing and credit
management issues, as well as preview the Invoice Improvements
Initiative.
NEW
Presentations and discussion at the January 26th workshop
centered on three main topics:
Background – Historical review of Canada Post payment policies
and practices;
Review of 2005 key changes, including credit validation and
on-line payment;
Preview: 2006 improvements.
Workshop Highlights:
Ed Lanthier reviewed the
evolution of Canada Post payment policies and practices since
its inception as a crown corporation, followed by a highly
interactive review of the 2005 key changes. Workshop
participants will receive a copy of this presentation because
they participated in the discussion and can put it in context.
NAMMU agreed not to generally release this background
presentation because the basic premise of the workshop was to
improve the present and build for the future. All participants
had the opportunity to table their issues and concerns, many not
in full agreement with the manner of evolution, however, all in
agreement this workshop with NAMMU was a good first step. Ed
Lanthier made this commitment at the conclusion of the 2005 Key
Changes: “Your input will help drive and prioritize our billing
and credit management changes.”
To promote a broader
understanding of on-line payment ability with Canada Post, and
the potential advantages for customers, an up-to-date
presentation is included with this workshop report.
Click here.
Questions, comments or
concerns can be addressed to:
executive@nammu.org
NAMMU will also arrange for direct contact with an industry
partner(s) using on-line payment to answer any practical
questions about implementation.
Julie Mills, Director, Order
to Cash Process Design & Improvement, presented the proposed
2006 initiatives, including account management enhancements.
Click here to view the complete presentation.
The Process Improvement team
wants to ensure improvements are focused on customer self-serve
tools; order, billing, invoice and payment processes; inquiry
resolution that will benefit the majority of customers or
deliver a significant improvement to a customer segment.
NEXT
All impacted members are asked to take the time to review the
proposals for 2006, then provide their comments and any
additional ideas they have for consideration on the
YOUR SAY form (click here to download) and FAX to:
416-977-4513 by February 23. You may also email it to:
executive@nammu.org
The three additional topics
agreed for workshops on December 26 will be underway shortly:
RVU Processes and Practical Concerns; Customer Relationship
Issues; Sortation Proposal for high-low density.
