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Episode 163: Change management in the postal and delivery sectors


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Episode 163: Change management in the postal and delivery sectors

Ian Kerr

Pieter Kunz, senior adviser at Escher

Pieter Kunz, senior adviser at Escher

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

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