1. PSA and MTAC A Working Relationship November 2, 2005 Pierce Myers Parcel Shippers Association

2. 2 The Silent Service

3. 3 The Quiet Association

4. PSA Member Companies Harlequin

5. 5 PSA’s Mission? PSA’s Mission? Inform and Assist its Members Foster Competition Partner With Others Share Information Encourage Innovation

6. 6 What We Do Quarterly Meetings Workshops

7. 7 PSA Working with MTAC

8. 8 Standards/Goals Measurement Accountability Reporting A Case Study Parcel Delivery Service

9. 9 The Beginning  2000—PSA urges USPS to establish service measurement for Package Services

10. 10 “First, we remain concerned that the Postal Service is not adequately communicating its service standards for package delivery to its customers... where are they published or otherwise communicated to customers?” Standards?

11. 11 “Second, do you have performance goals, e.g. 97 percent 1-day delivery for DDU, by which you will judge performance of Postal Service managers? Will performance be a factor in your compensation program, i.e., in determining bonuses?” Goals?

12. 12 Measurement? “Third, how will you measure delivery performance? Through delivery confirmation or some other mechanism?”

13. 13 Accountability? Finally, will you publicly report your results?

14. 14 MTAC? “We want to continue to work with you. How do you suggest we proceed? Should we charter a working group separate from MTAC, or keep under auspices of MTAC, or some other means?”

15. 15 The Players Lloyd Karls Fingerhut Chris Finley The Swiss Colony Bob Fisher Manager, Service Performance Improvement Julie Rios Manager, Product Information Requirements Jim Cochrane Manager, Package Services Ashley Lyons Manager, Pricing Sharon Daniel Manager, Ground & Return Packages John Gullo Manager, Business Mailer Support Fletcher Heard Customer Service Analyst—Product Info. Req. Pat Donahoe Deputy PMG & COO (Then COO) And Many Others

16. 16 The Results?

17. 17 2001-The Standards 1-2-3 (Hoo Ray!)

18. 18 2002-MTAC Workgroup #82 MTAC WG 82 – Parcel Delivery Performance Measurement Effectiveness MTAC WG 82 – Parcel Delivery Performance Measurement Effectiveness Goals Goals Delivery standards, performance goals, and measurement systems Delivery standards, performance goals, and measurement systems Improved delivery unit performance Improved delivery unit performance Affordable, user-friendly delivery confirmation Affordable, user-friendly delivery confirmation

19. 19 2002—PRC Victory “Bundling Delivery Confirmation with Parcel Select is advantageous...In light of these benefits, the Commission rec- ommends the proposed change.” PRC Op. R2001-1

20. 20 2002-2005 Progress Delivery Service Standards Announced Delivery Service Standards Announced Manager, Service Performance Improvement Established Manager, Service Performance Improvement Established Data Warehouse Configured Data Warehouse Configured Technical Issues Resolved Technical Issues Resolved

21. 21 Today?

22. 22 Parcel Select Delivery Performance October 2005 Note: These reports reflect delivery performance for Parcel Select parcels shipped by a number of PSA members, but not for all Parcel Select parcels. Also, the reports only include performance for parcels with both a “start the clock” event (i.e., a scan of the PS Form 8125 barcode when the shipment is unloaded) and a “stop the clock” event (i.e., a scan of the parcel barcode at delivery point).

23. 23 Service Performance Report (Sample Data)

24. 24 How Do I Get Involved? Webinars Join PSA psa@parcelshippers.org

25. 25 Thank You!