Our experience shows the challenges for mail sorting and delivery operations typically include:

• How can unit costs be reduced?
• Can the quality of customer service delivery be improved?
• How can labour resources be better matched to volume?
• Are processes as efficient as they could be?
• How can non-performance or low performance be objectively measured and better managed?
• Which is the best performing delivery office or mail centre?  What are they doing differently to others?
• How can I reduce overtime costs?

The problem for postal business is that mail volume changes every day.  When planned resources are insufficient for actual mail volumes, the result is either excessive overtime costs or that costs are controlled at the expense of meeting target delivery and processing performance standards.

When planned resources exceed required staffing levels, financial performance suffers and unit costs increase.