1. Quality Means degree of excellence of a thing Distinctive feature of product / service Absence of any defect in the product / service Conformance to specifications Should meet with expectations of customers but efforts should be to exceed it beyond expectations of customers Focus on standard / specifications promised to customers

2. Measurement of Quality Reliability Responsiveness Assurance Empathy Tangibles

3. Quality of Service Do we find any gap between the service promised and service rendered? Do we assess the quality of service offered? Do we find our employee maintain time schedule? Do we find our employee decent in behaviour? Do we find our frontline staff showing empathy?

4. Quality of Service Customer’s interface with Post Office and his perception about quality of service (a) At the counter (b) At the point of delivery (c) While making complaint or grievance

5. Group Activity Groups will present how they manage quality in one of the core areas of postal operations.

6. Group Activity Trainer to show the below mentioned slides and compare it with the list prepared by the trainees

7. Quality of Service at MO Issue Counter Advising bulk customers of making a bulk list Checking of PINCODE by counter PA Giving other alternative options to customers for quick remittance of amount and also for heavy remittance Exclusive treatment to IMTS customers 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.7

8. Quality of Service at SB Counter Fair treatment to SAS / MPKBY agents Exclusive time to agents for transacting business Making transactions of premature closure quicker than prescribe norms Issue of duplicate / fresh passbooks without delay Keeping sufficient stock of passbooks of all categories and certificates of all denominations at counter Settlement of claim cases showing empathy Back up support facility in case of failure of system 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.8

9. Quality of Service at SB Counter Guiding customers properly for preparation of claim papers Explaining the customers to pay high value withdrawals by cheque Guiding the customers to get right introducers Advising customers to avail PO Identity Card Advising customers to avail nomination facility Enquiry with back office for transfer of accounts/ certificates Back up support facility in case of failure of system 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.9

10. Quality of Service at Point of Delivery Pleasant appearance of postman Timely departure of postman for delivery Carrying all mails received for delivery on the same day Carrying sufficient change for paying the money orders Carrying good postman bag, ink pad etc. Delivery of letters at post office when called for Delivery of letters at doorstep with respect and politeness Depositing the letters in private letter boxes Follow the rules while effecting delivery of accountable mails 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.10

11. Quality of Service at Point of Delivery Passing of correct remarks on undelivered / unpaid articles Covering entire beat everyday Helping illiterate addressees in receiving letters and MOs Guiding customers on enquiries about postal services Voluntarily collect the articles from addressees for posting Selling of postage and stationery while in beat Complaint against postman about non- performance of delivery or greasing of palm Proper capturing of Speednet details 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.11

12. Support required at Delivery Branch Receipt and opening of mail bags on time Punctual attendance of sorting postman, PAs and treasurer Timely and quick table sorting Beat-sorting without mistake Quick processing of MOs received for payment By PA and Supervisor Handing over cash and required change by treasurer to postman while leaving for delivery Preparation of special delivery slips if needs 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.12

13. Support at Mails and Despatch Branch Installation of LBs at proper place Test-check of clearance of LBs Punctual attendance of LB peons after clearance Disposal of local and articles meant for BOs Preparation of justified label bundles for RMS Despatch of accountable articles and Mos as per rules Despatch of mail bags on right time 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.13

14. Quality of Service – Public Grievances Complaints as compliments Hearing of complaint / grievance patiently Helping him to register his complaint / grievance Acknowledgement of compliant / grievance Expressing regret for inconvenience caused Assuring speedy disposal of complaints / grievance Enquiring into complaint / grievance with open mind Replying the customers quickly 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.14

15. Quality of Service – Public Grievances Use of proper language while replying the customers Avoiding jargon while handling customer’s grievances Avoiding to blame customers for ignorance of departmental rules Openly admit / regret for the service fault if any Voluntarily giving compensation for loss / damage because of service fault 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.15

16. Thank You 14/02/2014YRM, PTC, Mys-10, PA-ADP1.1.16