Ep 240: Inside Canada Post's business transformation

Sam Rahim, General Manager Canada Post Business Transformation Deployment, joins me to talk about about Canada Post's business transformation project: Overview of Canada Post's Retail Transformation Programme Transforming the Canada Post network to adapt to growing parcel volumes and changing consumer needs Upgrading hardware and software in processes Importance of the post office network for inducting parcels into the postal network - the first mile Simplifying products and processes Improving the customer experience and the counter officer (clerk) experience Clarifying postal language Engaging counter staff in the development process Reducing training requirements Post office network - different operating models Canada Post PUDO network - Parcel Pickup Fast setup of new PUDO points - technology and training Over-the-counter transactions Using technology to identify parcel hot spots Enabling better reporting Measuring counter operator (clerk) experience The need to continue to measure