Objectives of the organization
USPS aims at ensuring that the clients send and receive packages in optimum condition, timely fashion and safe environment. These goals complement the mission and vision of the organization which entails ensuring transparency and accountability in the services and offering a platform for global services. Also, the motto of the organization states that no matter the weather conditions, the institution will convey the packages (Kick, 2008).
Performance Measures
Provision of packages in optimum could be measured by comparing the packages when delivered by the sender with the packages that are received by the recipients. This metric could be achieved by observing the exterior and interior contents of the package. Time can be easily measured by counterchecking the expected time of delivery and the actual time of delivery. Safety is measured by ensuring that only the recipients can access the packages. This is achieved by enforcing verification schemes.
Expected level of performance
Timely fashion necessitates that clients receive the packages prior or before the expected time of delivery. The organization aims at ensuring that there are no instances of lateness in the provision of mail and other services. This is because lateness results in poor customer satisfaction (Lu, 2008). Optimum condition mandates that the organization maintains the quality of the packages from when sent by the sender to when obtained by the recipient. Safety of the packages necessitates that the company provides excellent facilities for storing mail before the recipients claim them. The ease of access should also be enhanced to enable customers obtain their packages.
New action
Time can be improved by introducing a program that notifies the recipient by mail or phone when the package is sent. The program will also provide information on the expected time of delivery. This will help avoid instances where recipients go to the postal offices and find out that their product has not yet arrived. Providing goods in optimum condition can be improved by introducing quality control measures. The measures will take effect from the acquisition of the packages, transportation, and storage. This action will enhance the quality of the packages. Safety can be improved by introducing biometric scanners to establish the identity of the recipient. This move would guarantee that only authorized people access the organizations facilities.
Relationship between Customer and Financial Objectives
The above customer service goals ensure that customer satisfaction is enhanced. The customers will be happy with the flexibility of the services they receive from the organization. Therefore, the customers will practice repeat purchasing behavior. As a result of the excellent customer service, the organization will retain existing clients and obtain new customers. Thus, USPS will experience increased sales and income. Hence, the customer service objectives help the institution to attain the financial goals (Kick, 2008).
Changes
Customers are vital to the business. They provide a market for the organization’s products and services. Therefore, the strategy of the organization should focus more on ensuring customer satisfaction. When the customers are contented with the services, they receive from the organization they will market the business through word of mouth. The company will obtain an increased income. Hence, following the new experience, I would like to make changes in the procedure for attaining financial objectives of the organization. Customer service objectives are the most significant aspect that will achieve the financial aims of the organization (Lu, 2008).
References
Kick, E. L. (2008). Performance Management, Managerial Citizenship and Worker Commitment: A Study of the United States Postal Service with Some Global Implications. Economic and Industrial Democracy, 27(1), 137-172. Doi: 10.1177/0143831x06060594
Lu, A. C. (2008). An overview of the USPS network and its path forward. WRITR, 2(1), 30. doi:10.1504/writr.2008.021484
