Case Analysis

Christian Rivera

Martin Robledo

Cindy Vargas

Erika VillarrealConnecting People

and Business.

Our Mission

To use innovative and creative technology offering excellent customer service with materials, and services needed to deliver superior products and services to the public.

Connecting People and Business

Our Vision

Vision 2013

1) Focus on what matters most to customers.

2) Leverage our strengths to create customer value and profits to invest in continued improvement.

3) Embrace change in the way we respond to emerging customer needs and a rapidly evolving business environment.

History• The way that we view mail today is for sure

something envisioned by Benjamin Franklin, who in 1775 became the Postmaster General.

• The Postal Service was created to bring together a separated nation.

• The Postal Service has grown since its initial and humble beginnings.

Development & Growth

• One of the major developments sought out by the Postal Service was the Stamp Program.

• The USPS has grown to be the third-largest postal service in the United States.

• It stands as the largest civilian operated fleet in the world with approximately 260,000 vehicles.

Development & Growth• The USPS website is a great tool used by the

public. Approximately 159 million visitors use this site annually.

• These new advances have made the USPS more compatible with private mail operators such as the United Parcel Service (UPS) and FedEx.

Communication Problems

• Ineffective communication with their customers

• Implementing new operating procedures

• Inadequate Training

• Properly train employees to provide excellent customer service

First Recommendation

• Advertise affordable and convenient services provided by the United States Postal Service

Second Recommendation

• Enhance Management Training

Third Recommendation

• Acquire Management Feedback on new Standardized Operating Procedures

• FedEx

Competition

• UPS

• Internet

• UPS & FedEx’s ability to efficiently deliver overnight letters as well as packages at reasonable prices.

• On-line bill pay is causing a significant decrease in revenue for USPS.

• With various websites offering free “e-cards”, this has also lead to a decrease as customers are finding cheaper alternatives to let loved ones know they are thought of on special occasions.

Competition

Strengths

Weaknesses• USPS has a monopoly on most first class mail• Should they need it, they have the financial backing of the federal government.

• USPS’ inability to communicate effectively with customers. • Their failure to recognize the lack of communication within their organization.

Opportunities Threats • Up-sell additional

services• Modify or extend

hours of operation • Temporary holiday

locations

• The Internet

Conclusion

• USPS is a vital entity to many Americans. It is essential that they work on the communication issues discussed above to ensure they maintain their ability to provide services to their customers. In order to truly succeed as a company, USPS must also take corrective measures to improve communication from within. Should USPS take into account the recommendations above, they would be able to see revenues begin to increase as well solidify their unity as a company.