1. Saint Petersburg, July 2, 2009 →Quality : an Issue of Mutual Interest for RCC and PostEurop

2. Saint Petersburg, July 2, 2009 POSTEUROP 48 European Public Postal Operators Linking 800m people daily Retail services – 175,000 counters Employing 2.1 million people

3. Saint Petersburg, July 2, 2009 Operational Affairs →OAC - Strategic objective →The Operational Affairs Committee is responsible for driving the quality and efficiency of postal services. It also serves as a platform for the exchange of best practices collected from our 48 members. →The overall objective of the Operational Affairs Committee is to achieve high quality standards within the European postal network

4. Saint Petersburg, July 2, 2009 Targets and the role of PostEurop →How to improve Quality levels  Meet target of 85% J+3 end-to-end for cross boarder mail as established in the EU postal directive 97/67/EC and PostEurop plenary in Vilamoura in 2005  Improve the interoperability of the European Postal Network  Improve Quality measurement and management activities of non-IPC Members

5. Saint Petersburg, July 2, 2009 What we do →What We Have Done, What We Do and Plan to Do to raise quality in PostEurop member countries:  The Quality of Service Working Group - since 2006 9 meetings 6 workshops  Process reviews: 14  Process assessments: 2  Regional projects

6. Saint Petersburg, July 2, 2009 17 June 08, Management Board meeting, Brussels Objectives - provide discussion platform - participation of 85% of non-IPC PO - sharing knowledge - promote training according to needs - perform process reviews - implement quality projects in PO WG meetings >>> Warsaw, Malta, Ljubljana, Skopje, Tirana, Tallinn, Budapest Experts database >>> Best practice database Workshops >>> Process Mapping and Target Setting Route Management EN Standard EN 13850 for priority mail Real Mail Studies based on EN 13850 Quality Measurement systems for non-UNEX UPU CT Data Analysis Process Reviews >>> PL, HU, MT, RO, MK, HR, AL, BH, TR, RS, BA, UA, EE Quality projects with EU and UPU QSF >>> UNEX 2007 (BA, BG, HR, MK, TR) PRO ACTIN (BG, HR, RO, TR, MK) 85% J+3 What we have achieved

7. Saint Petersburg, July 2, 2009 17 June 08, Management Board meeting, Brussels The Quality of Service Working Group Other PostEurop Members PostEurop Members who are IPC Members (20) PostEurop Members with business agreement with IPC (3) RCC members who are also PostEurop Members

8. Saint Petersburg, July 2, 2009 QSWG Target PPO Quality of Service targets

9. Saint Petersburg, July 2, 2009 17 June 08, Management Board meeting, Brussels Process Reviews Process Review 2005 Process Review 2006 Process Review 2007 Process Review 2008

10. Saint Petersburg, July 2, 2009 Process Reviews →Principle: PostEurop plays an active role together with its Members in order to achieve a higher end-to-end Quality of Service within Europe (Partners) →In practice:  Analysis of the different parts of the mail process – transport, sorting, delivery, collection  How is Quality management organised, quality checks, analysis and communication of quality results  Who is doing it: Experts from different European postal operators looking all the above during the course of one week  Outcome: project proposals for improvements  Decision of Post on proposed projects →Example: Process Review in Ukraine

11. 1 Process review covered 5 areas: Collection, Delivery, Sorting Center, International Mail and Quality  Project Team found a number of areas where it is possible to improve operations and quality  Project Team proposed to “Ukrposhta” 5 projects for improvement.  Ukrainian State Enterprise of Posts “Ukrposhta” developed realization plan for 5 projects based on the projects there is created the Order and developed the Action Plan. St Petersburg, 2 July 2009

12. 2 Impression from the Process Review  For top management the opinion of foreign experts on company quality results is very important and useful;  The Cabinet of Ministers of Ukraine approved the State special- purpose Program of Postal Sector Economic Development till 2013 where PostEurop experts recommendations are included.  Recommendations provided by PostEurop experts will be implemented in all 26 regional branches of Ukrposhta.  The Process Review gave the incentive to Ukrposhta for improvement of processes and quality.  Ukrposhta express its gratitude to the expert team for attention, constructive approach, goodwill and creativity in the performance of the Process Review

13. Continuous testing in Ukraine

16. UPU quality monitoring for international mail

17. Технология RFID

19. Quality testing →Heardquarters to Heardquarters (HQ-HQ) Measurement System  Flexible and cheap quality measurement for links not measured in other systems  Project agreed in 2008, piloted between 16 Heardquaters and currently implemented  “First step” to learn diagnostic measurement systems - preparation to join UNEX and/or GMS  No costs for the first 12 months of participation of a joining country  Status: Belpochta, Russian Post and Ukrpochta joining the system

20. Saint Petersburg, July 2, 2009 What we will do →PostEurop – RCC regional projects HQ-HQ measurement in all PostEurop/RCC Posts Diagnostic measurement system set up Process reviews Operations & Quality of Service meetings Operations & Quality of Service workshops

21. Saint Petersburg, July 2, 2009 → Thank you very much for your attention!