Winning Strategies to

Optimize Inbound and Outbound

Mail:Improving Cross-

Departmental Communication and

Teamwork

Linda Balsamo, PhD

Session Overview

Challenges in Today’s Mail Environment Start with the Best People Procedures and Benchmarking Process Improvement Relationship Building Embracing Change

Challenges in Today’s Mail Environment

Budget Reductions Staff Reductions Technology Meeting USPS Requirements Champion Efficiencies with Fewer

Resources

Start with the Best People

Start with the Best PeopleHire the right people Technical Skills & Competency-based Identify Key Skills and Attributes Use Behavioral Interviewing Look for a Good Fit Avoid “Foot in the Door” Applicants

Start with the Best People…and Keep ThemTreat Your Employees Well Celebrate Accomplishments Say “Thank You” Walk the Floor Learn about your Employees Embrace Diversity

Procedures & Benchmarking

Procedures & Benchmarking Accessible to All Team Members Comprehensive & Easy to Follow Cross-Train

Procedures & Benchmarking Set Goals

S – SpecificM – Measurable

A – AttainableR – RealisticT - Timely

Know where you are so you will know where to go!

Procedures & Benchmarking Example of SMART Goal:

Cross train 100% of my employees on pallet jack safety procedures by June 2012.

Is it

Realistic?

Is it Attainable?

Is it Timely?

Is it Measurable?

Is it Specific?

Process Improvement

Process ImprovementDefine the

ProcessMeasure Current State

AnalyzeImplement Change

Measure Results

Building Relationships

Building Relationships Don’t try too hard Eat lunch together Do not rely on e-mail Follow through and in a timely manner Keep gossip to a minimum No whiners allowed Volunteer

Embracing Change

Embracing Change Change can be good Change takes you out of your comfort

zone/breaks habits Change allows you to grow Change builds confidence Change helps keep you nimble/flexible

Questions?