Typical questions postal organisations need answered include:

• What are our high cost contributors and profit drivers?
• How does our quality of service to customers compare with other postal organisations? How can we improve service, reduce errors and mis-streamed mail?
• What current processes and practices are working?
• Do we collect and use the right information? How could information be collected and used better?
• How do we know if volume fluctuations are impacting on our costs and resourcing?
• What are the best ways for measuring and matching volumes to resources?
• Are delivery routes fairly sized and correctly resourced?
• How do we ensure workloads are fairly distributed?
• Is mail being presented to different work areas as well as it could be? What options exist to save time and effort by data sorting or machine sorting to delivery route or to delivery point?
• Is mail sorting technology appropriate for the mail volumes handled? Are levels of sortation and machine utilisation reflective of a best practice organisation?
• Is our equipment appropriate for our operation? What gains could we expect if we upgraded equipment?
• Is our management structure the right structure?
• What structure should we have?
• How well do we handle non-performance or low performance? Does our current performance management system support a ‘best practice’ operation?
• Are our policies supporting a ‘best practice’ way of working?
• Are we as customer-focused as we should be?
• Do we have ‘isolated pockets’ or work areas that reflect a ‘best practice’ way of working?