Questionnaire 1 for the UPU certification

Organization and management of quality of service

Questionnaire 1 aims to assess whether the organizational system put in place by the designated oper-ator meets the minimum requirements for guaranteeing quality service, namely:
– Appropriate management and steering bodies
– A policy for setting quality of service targets and continuously measuring their attainment
–Formalized working procedures in line with the norms and standards of the postal service
– The existence of well-trained staff involved in self-assessment of results
– Appropriate customer relationship management
– Formalized relations with key partners (security, Customs, airlines)