FranklySpeaking ISSUE 38
FEBRUARY 2008
FranklySpeaking
Just three weeks to go until Pulse time
Sorting out machine missorts
The 2008 Pulse survey is due to kick off on 17 March. The survey measures what we think and feel about working at Post and then provides engagement measures to show teams how well they’re doing in these areas, and where they could improve as a business.
Following a successful pilot scheme in Waikato, mail missort teams are now operating in several mail centres around the country. These teams are tackling the challenging work of resolving missorts. They take the missort problems and
Gavin Searle in Christchurch has been solving missort issues since November last year. “We recently sorted out a problem that stopped about 100 letters a day being missorted. Mail for Durham Street (a street in central Christchurch)
analyse why they are happening. Once they understand the issues they can re-program the
was being sent to Fulham Street. The problem was that Durham Street is actually two streets
software to stop some of the missorts occurring again.
The introduction of Pricing in Proportion is re-
Edwin Boyce, Engineering Services Manager, says there has always been a problem with
- East and West. So mail saying simply ‘Durham Street’ was actually misaddressed and got sorted to the wrong location. By amending the database, we’ve stopped this problem occur-
missorts.
ring,” explains Gavin.
parcels are much easier for us to process and
“There is a common misconception that the new machines are causing the problems. The problems have always been there, but we used to manually sort the missorted mail. With the
“We rely on the delivery branches telling us about the missort issues. So if you have an issue you want investigating, put it into our database and we can look into it,” says Gavin. At
deliver. The bigger the mail, the more effort
new system, our aim is to machine sort all the mail, so that less mail is double-handled,” Edwin says.
the moment there are teams in Waikato, Wellington and Christchurch Mail Centres, but the plan is to have one in every Metro Mail Centre in the country – from Auckland to Dunedin – to
All surveys need to be completed by Thursday 20 March. Last year 80% of PSG people responded to the survey – this year we’re aiming to improve on this figure to ensure we have an accurate snapshot of PSG – so it’s really important that we all fill the survey out! Survey numbering and confidentiality The Pulse survey is developed and managed by the Gallup Organisation and is completely confidential. Gallup numbers the surveys for the simple purpose of managing the responses and reporting on the correct teams. No-one from Post will ever see whose name correlates to the numbers and the numbers are not linked to your Post employee number. Similarly, no-one – not even your manager – will have access to individual survey results. The results are combined and reported at team, business unit and company levels, provided there are four or more responses from team members. Reports are not produced for teams with fewer than four people to help ensure confidentiality of responses. Got questions? If you have any further questions about Pulse 2008 please speak to your team leader – they will have plenty of information about Pulse and details on how the 2008 survey will run.
Trudie Flynn and Malcolm McLeod have been on the Mail Missort team in Waikato Mail Centre for a few months. “You can see you’re actually making a difference to the process and the amount of mail that ends up at the wrong destination,” says Malcolm.
S
PO
ally important for our business. We’re putting in place prices that better reflect how much it costs to deliver a service. Smaller letters and
required to get it into the right hands. We’ve also taken the oppor-
E ET
R F E N TO N
The key thing to remember about Pulse 2008 is that it is a reflection of your own thoughts about working here, so give yourself plenty of time to think the questions through, and be honest about how you feel.
A year of big changes
P
People with email access will be able to fill the survey in online, those without a New Zealand Post email address will receive a paper copy of the survey.
25.02.08
P OU
Due to Easter the survey falls in a short week so Postal Services Group (PSG) people have the option of filling their questionnaires out from Friday 14 March.
S ER V I C E S G L R TA
tunity to tidy up some long-standing
issues
such as how much it costs to send greeting cards, and
try to resolve missort issues.
to bring down the
If you’re having missort problems please contact the Sort Quality Team at your local Metro Mail Centre, they’re ready and waiting to help you!
size of parcels delivered through the mail network.
Gavin Searle Sort Quality Analyst and Jo Warren Sort Quality Assistant check an address in the Christchurch Mail Centre.
“It’s great when you can go to the branch with a new process and get feedback that the solution is really working,” adds Trudie.
Aside from Pricing in Proportion, the other big
But sorting out these problems can be time consuming. Trudie says, “It can take us a while to find a solution to a problem. We need to really dig into the issue and get to the bottom
effect on 1 July. We’re running several advertis-
of why the missort is occurring – and that’s not always obvious!”
ers about the benefits of accurate addressing
Malcolm adds, “The problem can be with the public not addressing their mail properly, or giving out the wrong address. This can be frustrating, because there is not a great deal we can do about that.”
Rangiora Postie celebrates 70th birthday Congratulations to Peter Carson who celebrated his 70th birthday at the end of January. Peter has been a Postie at Rangiora Delivery Branch for 41 years. Peter, who is also a well known local artist, says he enjoys his job “because it provides a certain freedom. “The outside aspect is attractive along with the exercise. And I like the fact I am providing a service to people.”
Talk to Frankly Speaking: Frankly Speaking, Postal Services Group, Private Bag 39990, Wellington Mail Centre, Wellington 5045. Internal extension 44760 or call 04 496 4760 • fanklyspeaking@nzpost.co.nz Frankly Speaking is printed on eco-friendly paper and uses vegetable-based inks.
change this year is the Statement of Accuracy (SOA) standards for bulk mailers, which take ing campaigns and are holding events to help
What does Pricing in Proportion mean for you? We’ve just announced big changes to our domestic letters and parcels. We’re introducing Pricing in Proportion. This means from 28 March 2008 we’ll be pricing domestic letters (excluding bulk mail products such as VolumePost, GoFlexible and PrintPost) and parcels by both their weight and size. Previously parcel pricing was based mainly on weight. The size of mail makes a big difference and we’ll now be asking our customers to pay a little more for the larger mail. That’s because the size of mail determines whether it can be machine or hand processed, how much effort is required to sort and deliver it, and how much it costs us to transport it around the country. Peter Fenton says the change is important for PSG. “It’s a logical and common-sense approach for customers because letters go up in regular steps as the size increases. “It was completely illogical that an oversize letter, the size and weight of two magazines, cost a dollar, when a small packet cost $3.50,” he said.
our clients prepare for these changes. A direct marketing campaign to our bulk mail customMEDIUM LARGE
started last year and continues this year.
EXTRA LARGE
Processing people will also start hearing more
Max Size
about the changes for their part of the busi-
(Height x Length)
ness in Mail Centre forums, which started this
Standard Post New price
month. We’re targeting smaller businesses in the next month by placing articles in trade journals that they read and giving information to business associations they belong to. We’ve also just put information on tear-off pads in our Retail stores. If you’re getting some well deserved time off over Easter, please enjoy it with your friends and family. Thank you to all the people who will continue to keep the mail flowing over the holiday. Happy Easter
Peter
130mm X 235mm
OVERSIZE
165mm X 235mm
230mm X 325mm
260mm X 385mm
50c
$1.00
$1.50
$2.00
No change
No change
NEW
NEW
From 28 March 2008 we’re also introducing a brand new parcel range which replaces the current packet and parcel range. The new range is called ParcelPost™. It has untracked and tracked delivery services, and a new PO Box Priority parcel service to New Zealand Post PO Boxes and Private Bags. The new range will allow us to be much more competitive in the parcels market. Peter says that one of the great things about the changes is that it has given us an opportunity to tidy up operational issues that have been frustrating us for many years. “Due to the changes, customers will be able to send more greeting cards for 50 cents, we’ve simplified streaming and reduced parcel sizes so that the method of delivering a parcel matches the postage price with more certainty,” he said. Greeting card postage Customers have been confused about postage for greeting cards, many of which cost $1.00 to send because of the envelope height. We’ve changed the medium letter height limit from 120mm to 130mm so from 28 March 2008 more greeting cards can be sent for 50 cents using Standard Post.
POS T
Parcel streaming will be easier, as PacketPost™ is being replaced by the simple ParcelPost™ service, so there won’t be the confusion of which is a packet or parcel. We will have a complete and logical range all the way to 25kgs. The range includes a tracked ParcelPost™ service which has a barcode and goes directly to couriers. Anything without a barcode will be Postie delivered. The new ParcelPost™ PO Box Priority product (FastPost delivery for a Standard Post price) will be processed in the priority stream. It will be easy to pick out as it is only sold in ParcelPost™ PO Box Priority blue prepaid bags.
You can find more information about Pricing in Proportion changes at: www.nzpost.co.nz/pricinginproportion
Karori Delivery Branch’s strong health and safety strategy saw the team celebrate four years without any lost time injuries (LTIs) in late January. The team celebrated the milestone with a morning tea attended by Stu Kane, General Manager Delivery, and Leigh Jamieson, Wellington Delivery Business Leader. Each Postie received a certificate to recognise their efforts, and the team also celebrated two individual milestones: Chris Gabities, who has worked for 35 years and had only one sick day, and Guy Baker who has worked for 10 years and taken no sick leave at all. Stu says the team’s record sets a great example. “We’ve made some big improvements in terms of safety and wellbeing in the past 12 months but you guys have been doing this for four years – while still achieving excellent business results. You’ve proved it is achievable to aim for zero LTIs while still doing a great job.” Great team spirit and pride in their work have been key reasons for the team’s success. Michael Joel, an on-call Postie, says the Karori team has “maturity of attitude, not age, of the people looking after themselves and each other. They genuinely care for each other”.
PSG marketing campaign receives international recognition We’re leading the pack in developing direct mail that catches the receiver’s eye. Two New Zealand Post direct mail campaigns have been announced as finalists in a prestigious international competition, held in New York in May. To invite customers to a business seminar last year we used personalised cards, pictured below. The invite worked well – with 350 business people attending from 1,300 invitees. The seminar was on the importance of quality data and the upcoming Statement of Accuracy requirement. The second mail campaign was for the Art of the Envelope awards, an annual event designed to get people thinking about creative envelopes in their own direct mail campaigns.
The team also use tools such as Take 5 to their advantage. “We have been identifying and sharing hazard information as part of our culture, even before it was formalised. We realise we’re all in the same boat and we have a collective responsibility towards the team, the branch and the mail,” says David Bennett, Postie. New Posties joining the team are well supported. Guy Baker explains that if new people do not take the safety message seriously “we keep talking in a calm and positive manner until they do appreciate what we’re talking about. If you’re positive, that affects the people around you.” Murray Burnett, Karori Delivery Leader, supports this team spirit with continuous reiteration of success, open communication and structured time, which includes walking with the Posties on their rounds each week so as to catch up with each Postie. “It’s important to get to know your team as individuals. I am really proud of this achievement – it’s a testament to previous branch leaders and to the Posties here. I want them to remember that they are flag flyers to the rest of the company.” Left to Right (standing): Murray Burnett, Stu Kane, Clark Gannaway, Graham Searancke, Leigh Jamieson, Rick Unuia, Trevor Page, Noel Clayton, Chris Gabities and Hugh Paetz. Left to Right, Centre/front (kneeling): Michael Joel, Guy Baker, David Bennett, Kim Keeble, Sarah Stier and David Thomas. On Leave: Serena Weber, Nigel Baker and Ian Lyons
Speaking Frankly – Ngaire Kruger Processing Team Leader, Whangarei Mail Centre Tell us a bit about your work history with Post: I started in 1994 as a mail officer at Kaitaia and also worked as a relief Postie and Saturday courier driver. In 1999 I moved to Whangarei and worked as a sorter on the PM shift, then as WRM PM Shift Team Leader. In 2007 I took up the role as WRM AM Shift Team Leader (this includes Dargaville and Kerikeri processing), seconded to the Future Post Programme (FPP). What was your role within FPP? I was in the FPP Heartland Team with Morgan Thompson, Glen Reid, Kevin Hall, Murray Shaw, Andrew Swenson and Luana George (who joined in the last few months). I helped with the smooth transition of the Heartland sites which included gathering and analysing data for building shifts, transportation and finally helping set up the new processes.
AI
RE KRUG
ER
Parcels that fit in letterboxes The largest parcel that goes through the mail network has been reduced in size by 20 per cent, which should decrease the number of card to calls and improve our customer’s experience. Parcels larger than this are ParcelPost™ Tracked and will go straight to couriers.
Karori proves it’s possible: four years, zero LTIs
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FranklySpeaking ISSUE 38
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What new things did you learn? I learned SO much, where do I start? I was grateful to be around people like Morgan, Glen, Kevin and the rest of my team who supported me by sharing their knowledge of our business. I learnt about national network transport, analysing and building shifts and processes, equipment, case plans, labelling and layouts, working and communicating with key stakeholders, learning things on Microsoft Word and Outlook, the new BCS and BCM machines, the metro processes, planning, training processes. And catching planes, which is a big deal for a girl from Kaitaia/Whangarei! The most rewarding thing I learned was using spreadsheets (Excel). Before FPP my Excel knowledge was very limited. Sometimes I would make a mess of things, it was pure luck when I got it right! With a lot of hard work and patience I was able to learn more and gradually became more confident in using spreadsheets - and I became useful. We used spreadsheets a lot to build new shifts and processes. I have been back in Whangarei for over 2 ½ months and I find myself making up spreadsheets for anything and everything! Well, not quite, but I do love using Excel! How has this experience changed the way you work in the Mail Centre? This experience has given me confidence and greater awareness of what’s happening within my own mail centre and satellite sites. If there is a problem, I want to understand it and fix it. If I see an area for improvement, I want to deal with it. I feel more confident dealing with the day-to-day issues a Team Leader faces. And if I don’t know I will find out – there are so many people within our network who are willing to help. What advice would you give to other people who may have the opportunity to work on projects like this? I would say jump at the opportunity. I had mixed feelings – being away from my family, going out of my comfort zone, feelings of self doubt and whether I could do the job etc. But it was a wonderful experience. I have fond memories of all the people I have met on my travels: Peter, Mia and the Hawera team; Reinhard, Kim and the Whakatane team; Mary and her team in Rotorua; the teams in Invercargill, Blenheim, Taupo, New Plymouth and Tauranga; a great bunch of people. This was a time for growth and self-development for me and I am much richer for this experience in many ways. Finally, how are you enjoying being back at the Whangarei MSC? It’s good to be back, I am enjoying my work. However I do miss my FPP HLTD team and the FPP team. Hi everyone! I am now getting used to the 3.30am starts, my team is great and we are looking forward to FPP HLTD coming our way. We are the last site to change - we have been waiting sooo long!
People on the move In Auckland, Brandon Reynolds has been appointed as Delivery Leader in the Grey Lynn Delivery Branch. Another Delivery Leader, Glenn Faithfull, has moved from Henderson to lead the Rosedale Delivery Branch. Within the HR team Anna Finlayson has started as Leadership Consultant for the Waikato Mail Centre, International Mail Centre and International Freight Forwarding. Anna will be based in Hamilton at the Waikato Mail Centre but will spend time in Auckland most weeks.
Frankly Speaking is a monthly newsletter for the Postal
Bevan McLellan, Dunedin Delivery Leader, has resigned after four years with Post. Bevan made a big impact within the Dunedin delivery team. He has moved to a role with Shell New Zealand.
Speaking is keen to hear from you about stories you think
And finally in Logistics, Ian Johnstone has started a secondment with the team to help implement box/bag lobby initiatives in Auckland, and to liaise with the Retail team around private box issues in the top half of the North Island.
Services Group. Copies are also available on the intranet under Business Groups, Postal Services, Publications. Frankly
would interest our readers – and what you would like to hear more about. Our contact details are on the back page. Frankly Speaking will include personal opinions from Postal Services Group people that may differ from the views, policies and intentions of New Zealand Post.
Future Post Update Phase 4 of the move to the new Auckland Mail Centre was completed on 20 January. “This was the biggest move to date and involved around 280 staff and lots of equipment,” says Keri Johnstone, Change Consultant. “On the whole people are happy with the new working environment – and parking is certainly no longer an issue!” The transition in Auckland continues in March when all remaining employees move to the new site and the work to install Future Post processes and new shifts begins.
Christchurch has sailed through its Stage 3 Future Post Tollgate and set a “Go-Live” date of Sunday 17 February. “A crucial part of the Tollgate process was about making sure we had the right skills in the right places and ensuring the leadership has the confidence to go live,” says Joe Cannon, Mail Centre Leader. “The news of the Go-Live date was received well by the staff who are keen to complete the move to the new shifts.”