The postal operators of Bhutan, Morocco and Thailand have been awarded certification diplomas for their good management of quality of service.
The Universal Postal Union presented them with this certification on Friday, 30 April, at the plenary session of the 2010 Postal Operations Council.
”This certification will encourage us to do even more. We are very happy with this fine award", enthused Mr Tseten Geltsen, Director General of Bhutan Postal Corporation.
“We have set up a quality of service monitoring system to deal with customer complaints concerning international mail. Thanks to a UPU multi-year integrated project, we have acquired a postal van to deliver mail and I am planning to call on the Quality of Service Fund for help so that we can add two vans more to our fleet and improve our performance," Mr Tseten Geltsen added.
With four levels – a basic level and three higher levels, A, B and C (gold, silver and bronze) – the certification programme aims to measure the degree of application of quality management processes in postal services.
The programme concerns the quality of the international service and examines every aspect of organization, operations and customer information for ordinary international mail. The system provides a level playing field for all Posts to apply for certification on an equal footing, irrespective of their infrastructures and level of development.
Posts applying for certification must answer a series of detailed questionnaires. Experts visit the countries concerned to carry out assessments in the field, while yearly tests ensure that the quality of service criteria and standards are maintained.
Since the programme was launched in 2004, 21 postal operators have been certified.
In 2010, certification will highlight the use of tools developed by the UPU’s Postal Technology Centre (IPS/IPS Light, use of barcodes, etc.).