A critical and core characteristic of these industry winners is the customer-centric processes they deploy across their organizations, linking them and executing them better than their competition. This is becoming increasingly more important for postal organizations around the world. Increased complexity through new products, new channels and new segments, automation, deregulation and growing customer-centricity needs are only a few of the big challenges, now and in the future.
Posts are under pressure to address these challenges and engage in strategic change projects to stay competitive and deliver customer value.
In order to address the challenges, the next generation of high-performing posts will need to exhibit three core attributes critical for becoming or maintaining status as a high-performing business:
- Competitive differentiation: A clear view of what makes them unique in the eyes of the customers—whether product, service, brand or business model.
- Simplified operating model: Simplicity in all aspects of the organization, including modular products, standardized processes and systems; consolidation of common capabilities; identifying where scale is needed and how to achieve it.
- Execution mastery: Prioritize execution as a core capability, managing the investments and risks of change programs and creating a culture to stick to the strategy operationally.
Accenture's deep industry experience has shown that developing the right operating model is a key step in translating the strategy into a high-performance organization. A transparent, simplified process architecture is a critical component; it drives the "noise" out of the business operating model. This noise manifests itself as inefficiencies and waste due to unnecessary complexity, exceptions and, ultimately, customer dissatisfaction.
The process clarity realized by high performers results in an empowered workforce that works smarter, improves decision making and raises job satisfaction. The improved productivity through process optimization has an immediate and positive impact on the customer experience and profitability through all channels.