A regional quality of service workshop for five English-speaking West African countries wrapped up in Sierra Leone.
This regional one-week workshop covered every aspect of quality of service. It is part of the UPU's strategy to help operators improve regional quality of service by integrating all operations in the distribution chain, and strengthen relations with partners like airlines, Customs, security services and the United Nations Development Programme.
Considering the prospects in the development of parcel services, and bearing in mind that the region has an annual parcels volume (inbound and outbound) of 16,000, most of the workshop modules focused on how to improve the quality and profitability of international parcel services.
The 22 experts from Gambia, Ghana, Liberia, Nigeria and Sierra Leone learned to analyze performance reports and establish national quality improvement plans by connecting all parties involved in the distribution chain. "They learned about track and trace, and how to minimize losses arising from handling inquiries, liability and indemnity," said Kola Aduloju, Consultant from Nigeria Post.
"The presentations on best practices were given in conjunction with site visits to various units of the Sierra Leone Post, including the letter post, parcel post and EMS units," explained Alex Gomes da Silva, a UPU parcels and logistics expert and one of the leaders of the workshop. "Presentations were also given on the concrete actions and methodology that could be used to remain competitive and qualify for inward land rate bonuses."
Finally, the participants drew up action plans for their countries, describing each step in the process and setting out a schedule to improve parcel performance. The initial results will be evaluated at the next workshop in Liberia in February 2011, which is also part of the two-year regional project.