1. David Robottom D&S Consultants Ltd PPA Seminar 27th January 2009
IMDAS Update
David Robottom
D&S Consultants Ltd
PPA Seminar
27th January 2009
D&S Consultants Ltd

2. D&S Consultants Designed and developed scheme Scheme Manager
D&S Consultants Ltd

3. Agenda
Client needs
Scheme
Customer Satisfaction
D&S Consultants Ltd

4. Client Needs
Trust and confidence in the mail production and distribution process
Create added value
Procurement filter
Aid to decision making
Minimise risk
D&S Consultants Ltd

5. Supplier Benefits Competitive advantage Client’s trust and confidence
Part of procurement selection
Maximise efficiency within production/ mail processes
Improved standards
Improved performance
D&S Consultants Ltd

6. IMDAS Background
IMDAS (International Mail Distributor Accreditation Scheme)
Developed by clients
Developed by PPA in collaboration with MCA
Across all international mail consolidators and operators
Accountability and teeth
Launched February 2008
D&S Consultants Ltd

7. IMDAS Structure Scheme is process based Audits Site visits Checks
Measurement
D&S Consultants Ltd

8. IMDAS Structure Audit Customer Pre-Advice Goods In
Discrepancy Notification and Resolution
Goods Out
Postal Operator/ Mailing Agent- External Supplier Transparency of services and suppliers used for each mailing
Invoicing
Responsiveness to complaints handling
Customer References
Contingency Plans
D&S Consultants Ltd

9. IMDAS Structure Customer Satisfaction survey Compliance Advisory Panel
Endorsed by clients
Compliance
Mandatory
Spot checks
Advisory Panel
Key stakeholders
Complaints and Dispute Resolution
D&S Consultants Ltd

10. IMDAS Promotion Launch mailing (Feb/March 08)
UK Mail & Express Show, Hammersmith, London (July 08)
World Postal Forum, part of Post Expo 2008, London (Oct 08)
PPA Magazine Production Conference (Nov 08)
PPA website, IMDAS page
IMDAS Newsletter
D&S Consultants Ltd

11. IMDAS Success
                                             
D&S Consultants Ltd

12. IMDAS Success to date 9 accredited companies
90% of year 1 target within 80% of the year
Extensive media coverage within:
Trade press
Sector specific press
Conferences
D&S Consultants Ltd

13. Customer Satisfaction Survey
Based on survey of 6 customers per accredited company
Chosen at random from 10 customers supplied
7 accredited companies involved
Of surveys sent to customers, 95.2% returned completed
Individual results for each accredited company
Industry results (total accredited companies results)
D&S Consultants Ltd

14. Customer Satisfaction Survey
Surveys sent out w.c 3/11/08
Results compiled w.c 8/12/08
Reports sent to accredited companies w.c 12/1/09
D&S Consultants Ltd

15. Customer Satisfaction Survey
57.5% of customers used their IMDAS supplier on more than 20 occasions over the last 12 months
All customers (100%) were likely to use international mail consolidation/distribution services in the future
D&S Consultants Ltd

16. Customer Satisfaction Survey
68.42% of customers were more likely to use an IMDAS accredited company
92.5% likely to use their IMDAS accredited company in the future
D&S Consultants Ltd

17. Service Aspects: Importance & Satisfaction
Customers asked to rank 9 service aspects in terms of importance
Scale 1=extremely unimportant to 6=extremely important
D&S Consultants Ltd

18. D&S Consultants Ltd

19. Service Aspects: Importance & Satisfaction
Customers asked to rank their satisfaction with IMDAS accredited company across 9 service aspects
Scale 1=extremely dissatisfied to 6=extremely satisfied
D&S Consultants Ltd

20. D&S Consultants Ltd

21. Service Aspects: Satisfaction Vs Importance Ratios
Ratio of satisfaction ranking to importance ranking calculated
<1 the satisfaction is below the level of importance and cause for concern
=1 then the satisfaction meets the importance attached to the service aspect
>1 then the satisfaction exceeds the importance ranking for the service aspect and is an excellent performance
D&S Consultants Ltd

22. D&S Consultants Ltd

23. Service Aspects: Satisfaction Vs Importance Ratios
Overall industry average ratio was 1.01
Ratios set the benchmark for future customer satisfaction survey (Nov 2009)
Key driver of industry improvement and competitive advantage for accredited companies
D&S Consultants Ltd

24. Why IMDAS? Uniquely developed by clients Meets clients needs
Trust and confidence for the client
Added value
Minimises risk
D&S Consultants Ltd

25. THANK YOU D&S Consultants Ltd D&S Consultants:
Postal Affairs Accreditation Development Environmental Affairs Channel Development Ethical & Best Practice Direct Marketing Public Affairs Content Provision HR & Project Management
David Robottom
IMDAS Scheme Manager
D&S Consultants Ltd
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D&S Consultants Ltd