Post-conference Masterclass

Equipping postal organisations with tools

for business excellence and customer-orientedness

This masterclass aims to provide postal organisations with a new outlook on how they can achieve and develop business excellence, customer-orientedness and a motivated workforce. As postal organisations find themselves in an increasingly competitive marketplace, managing change in their organisations on the levels of business strategy and manpower is critical to ensure their continued survival.  This one-day masterclass presents an essential overview into developing the right organisational toolset to achieve all these goals.

Agenda:

Creating a customer focused culture

• Surveying the postal 'mailscape'
• Internal and external customers
• Understanding their needs
• Focusing on customer requirements
• Changing the culture
• Team cascade programme
• Evaluating the impact

Developing a motivated workforce

• Sharing the vision
• Engaging the workforce
• Building commitment and loyalty
• Fostering innovation and suggestions
• Focusing on improvement
• Making it a better place to work

Building a quality organisation founded on business excellence

• Focusing on key business enablers
• Delivering key business results
• Shaping a quality organisation
• Creating a foundation for sustainable business excellence

About your masterclass leader

Derek Osborn

Director

E-Biss International

and former member of senior management, Royal Mail, UK

Derek Osborn is an acknowledged international postal expert and an innovative business coach and facilitator. For over 22 years, Derek was in Senior Management in Royal Mail in the UK, which included responsibility for national transport projects and consultancy on delivery operations and quality performance. He also focuses on strategy and human resource development.

Masterclass will commence at 9am sharp and conclude at 5pm. Registration starts at 8.30am. Lunch and refreshments will be served at the appropriate times.