Change Management in the Postal and Delivery Sectors

Change Management in the Postal and Delivery Sectors

Experienced international postal executive Pieter Kunz, senior adviser at Escher, covers change management in the postal and delivery sectors:

  • How can posts cope with change?
  • The conflicting needs of falling letter volumes and rising parcel volumes
  • Developing new services taking into account the USO and the dynamic nature of the parcel delivery market
  • Key talent for change management
    • People who understand customer needs
    • Network design
  • Transforming customer needs into services
    • Understanding needs
    • Speed and frequency of delivery
  • Technology as an enabler and disruptor of services
    • Automation and sequencing
    • Round sorting and network setup
  • Pushback from unions to plans to reduce headcount
    • Transparency and planning
    • The need to act
  • Technology in the last mile – including interacting with the recipient and optimising the last mile
  • Digital transformation in the post office
  • Franchising post office networks
  • Digital cannibalisation of over-the-counter business
  • Self-service terminals in post offices
    • Parcel lockers and kiosks
    • Customer acceptance of self-service
    • 24-hour access
  • The future of the post office
    • The size and shape of the network
    • Customer service

Listen to the podcast by clicking on the play button on the audio player above (may take a few seconds to load and start playing). You can also listen (and subscribe) to the podcast via Google Podcasts, iTunes, and Spotify.

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The Postal Hub Podcast is the weekly podcast for the global postal and delivery sectors. For more information, visit the Postal Hub Podcast website at thepostalhub.com.

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About The Author

Ian Kerr

Ian Kerr is the founder and host of the Postal Hub Podcast. He has presented at many prominent postal and delivery events, and has contributed articles to Post&Parcel, the Mail & Express Review as well as chapters in Reinventing the post (2013) and Exploring New Frontiers: Reshaping the postal industry (2018).

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