TUESDAY OCTOBER 15, 2002

PARCEL SHIPMENTS UPDATE AND REMINDER

Canada Post issued formal notification in September to parcel shippers using EST (Electronic Shipping Tools) of important changes to the software application, notably the two-part standard barcode can be generated automatically on labels produced by thermal, laser and inkjet printers in October. Customers who use EST Quick Ship and elect to print the barcode are required to enter the complete destination postal code. A remindermessage on the software and printed manifest will also indicate the rate provided is an ESTIMATE only. Customers using piece/kilo pricing will now need to provide an itemized listing and actual weight per piece on the manifest. www.canadapost.ca

In-line equipment will now automate parce weighing and cubing during processing. (Cubing measures the size of the parcel relative to the weight to ensure the appropriate rate has been paid.) Data captured will be compared to the electronic manifest information. Any adjustment to the estimatedrate on the electronic manifest will be seen on customer invoices in January 2003. Canada Post representatives are reviewing these changes with as many customers as possible. Contact your CPC representative immediately if you are impacted and are not fully aware of these changes.

NAMMU supports the tracking and delivery confirmation benefits to parcel shippers. The Association has raised questions on behalf of catalogue fulfillment shippers relative to long term purchase of standard shipping cartons for multiple product usage. NAMMU has also queried the rating upof the estimated pricing (apparently at this point, no downward adjustments will be made) and the potential for increased volume of invoice reconciliations by customers. In addition, clarification of bypassshipment treatment has been requested. Techno.talk (NAMMU technical bulletin) will report response and customer impact detail to these questions. If you have additional comments/issues not addressed here, ensure your CPC representative is aware of them. Communicate the information as well to: executive@nammu.org

AMAZON.CA CANADIAN LOGISTICS

Canada Post and Assured Logistics (part of The Canada Post Group) teamed up for the winning proposal in the competitive bidding on Canadian services for online giant Amazon.ca (Performance Magazine: barbara.leimsner@canadapost.ca) Providing end-to-end fulfillment solutions, Assured Logistics handles the warehousing with its expertise in managing supply chain networks, Canada Post handles the shipping backed up by leadership experience with other Canadian online retailers. As a result, Amazon.ca deals with one management team. The differentiating factor in this business partnership is strategic co-branding. Strategies include the current promotion signage on CPC vans, print advertising and co-identification on Amazon shipping cartons.

QUEBEC MEGACITIES/MERGERS ADDRESS MANAGEMENT

October 10th saw more than 60 members and guests get together with the Canada Post Address Management Team to table and prioritize for resolution issues related to the new Quebec addressing requirements. Major mailing sectors represented included government, utilities, insurance, financial institutions, clubs and continuities, publishers. Kicked off by Guy Prefontaine (Caa Quebec) with an overview of what customers need, the meeting continued with Mark Scott (Canada Post Address Management) and his team of national and regional experts, presenting current status and action plans. Lively interactive dialogue ensued as each sector differentiated its information needs, capabilities and time lines. Closely related topics such as Privacy, legal requirements, the need for disciplined, orderly conversion were also surfaced. Contact executive@nammu.org for a copy of the formal presentation.

NAMMU underlines the need for ongoing, strong collaboration amongst Canada Post, the municipalities and mailes. Software developers will play a critical role in this conversion process, and NAMMU will help facilitate any additional dialogue needed with vendors and developers of in houseproprietary adddress management software not represented at this meeting.

Action plans agreed include involvement by Mark Scott of all SERP vendors, as well as a representative committee of NAMMU members to work directly and quickly with Canada Post on prioritized issues. Full details of progress will be carried in Techno.talk.

CUSTOMER SERVE MODEL

Canada Post is progressively moving toward a new Customer Serve Modelwith the objective of effectively and cost efficiently meeting the needs of its customer base. Contact general@nammu.org for a copy of the recent Toronto Chapter overview.

The service model is predicated on the sales model of customer segmentation already implemented and noticeable to customers, with varying degrees of success and sometimes confusion. Some apprehension is already surfacing about lack of continuity and experience in representatives for the various segments, and in some cases, notably MSPs there coule be a poolof representatives to access, no longer a dedicated representative.

Canada Post has openly tabled the Customer Servemodel at NAMMUs request, so that the Association can help support the CPC target of 85 per cent on the CSI (Customer Satisfaction Index) by 2004/5. (In fact, NAMMU wants to help achieve a much higher objective of 90 95 per cent in this time frame.) CSI will not increase if the sales/service models do not harmonize efficiently with customer needs. Constructive feedback is crucial at this point in order to provide positive, directional input to Canada Post. Getting it rightis the only viable option.

Please respond to this simple online poll so that CPC and NAMMU can proceed with next steps. Your response will only be used in the aggregate unless NAMMU explicitly requests and receives your permission otherwise.

Name:

Email:

Phone (optional):

1a) My organization is aware of the current customer segmentation sales model i.e.:

PUBLIC

FINANCE & INSURANCE

PUBLICATIONS AND COMMUNICATIONS

RETAIL & eCOMMERCE

MANUFACTURING

INTERNATIONAL

MAIL SERVICE PROVIDERS

GENERAL BUSINESS

SMALL & MEDIUM

1b) In this segmentation, my organization would be classified as:

PUBLIC

FINANCE & INSURANCE

PUBLICATIONS AND COMMUNICATIONS

RETAIL & eCOMMERCE

MANUFACTURING

INTERNATIONAL

MAIL SERVICE PROVIDERS

GENERAL BUSINESS

SMALL & MEDIUM

1c) My organization is:

satisfied

disatisfied

neutral

2. How do you currently view Canada Post representation to your organization:

Differentiate between sales and service issues and access different contacts.

Do not differentiate, access one representative.

Other:

3. Does access to a pool of knowledgable experts in your segment rather than one assigned representative meet your business requirements?

yes

no

don't know

4. Additional comments/issues: