Friday June 2, 2006

 

IN FOCUS: INDUCTION & CUSTOMER SERVE WORKSHOP REPORT

BACKGROUND
During the industry BEST PRACTICES workshop of December 6th, three key topics related to the rising cost of interface with Canada Post were identified, each related to induction or pre-induction. Participants agreed that focused, interactive workshops would assist understanding all round, as well as help win-win resolutions.

Ed Lanthier, Director, Credit Management, and Julie Mills, Director Order to Cash Process Design & Improvement, held the first workshop January 26th, focusing on the evolution of payment policies at Canada Post, the 2005 key changes- including credit validation and online payment- and previewed 2006 improvements. 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. Participants were satisfied their issues had been heard and a periodic, follow-up information letter or workshop will be held jointly with Canada Post and NAMMU. Click here to view February workshop report, presentations, actions agreed, and contact points.

NEW
To complete the NAMMU workshop series on interface, on April 7, Gerald Gervais, General Manager, Customer Service & Internet Channel; Susan Jahudka, Director, Order Acceptance Process; Steven Dineen, Director Commercial Service; Joe Addeo, Director, Transaction Mail, addressed Customer Service Relationship; Receipt Verification – Mail Induction processes and planned initiatives. An update was also provided on EST (electronic shipping tools) for Unaddressed Admail.

By far the more challenging of the two workshops due to its diversity, this workshop nevertheless met the objectives of better understanding of processes and their impact for CPC and the customer.

Workshop Highlights

A strong level of commitment to understanding and resolution prevailed at this workshop. The national representation of industry assisted the comprehension of regional differences in RVU activity and equipment availability. The sample approval process as well as the specifications for Admail need to be re-examined for efficiency and volume growth. The Lettermail presort software issues need to be better defined by industry so that CPC can take any action necessary. The missing SOM and sample issue was experienced by a number of mailers and action will be taken following investigation by CPC. Click here to view Workshop presentations. Click here to view meeting summary and actions agreed.

With thanks to Joe Addeo for the summary notes, as well as the level of commitment to resolution of issues across a broad range of CPC processes. Industry participants also appreciated the participation of Ed Lanthier as important continuity from the January workshop.

NEXT
Members are invited to review the presentations and meeting summary, and provide any additional comments or issues to executive@nammu.org Unlike the first workshop, it was clear that a follow-up session(s) would be required.

Two issues will be addressed at the Toronto Chapter meeting on June 20th from an industry perspective where clarity/specifics are required: Lettermail pre-sort software issues; top two induction issues.

The next VAM Council meeting will address from an industry perspective VAM access to customer information and specifically what is needed.

The outstanding issue of sortation for high-low density Lettermail will be addressed at a separate national session no later than this fall.