top office performer am standard operating procedure guidelines to maximize performance, efficiency...
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Top Office Performer
AM Standard Operating Procedure
Guidelines To Maximize Performance, Efficiency And Customer Satisfaction
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Transportation
Processing
Delivery
Collections
Retail
Security
Six Keys to Success
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Mission Statement
To establish “TOP” criteria for Delivery & Retail units to improve Customer Service and efficiency in support of Route Inspections and AM SOP
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Instructions
The TOP AUDIT is an integral part of the AM SOP process. This audit is a tool to determine the efficiency of a unit in the SIX key processes.
1. TRANSPORTATION
2. PROCESSING
3. DELIVERY
4. COLLECTIONS
5. RETAIL
6. SECURITY
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Instructions
The purpose of the TOP AUDIT is to identify the units that are the BEST of the BEST and as a prerequisite for AM SOP sites.
A score of 90% in all 6 Key Processes must be achieved.
The TARGET point column is the total points that can be earned per question.
All questions are either pass or fail.
Those items marked with a "key" are critical to the success for the unit.
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Instructions
Before you begin this self audit, it would be helpful (but not required) to have successfully completed these prerequisites, and have them available for review:
– Unit Review Self Audit
– Function Four Review
– Delivery Confirmation
– Mystery Shopper
– CSBCS / DBCS Quality Review (if applicable)
– OSHA Self Audit
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Instructions
In some circumstances, a particular question may not be applicable.
In those cases, the questions will be marked NA, and the target points changed to zero.
The points for any question answered NA, will not be counted against your total score.
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Documentation - Transportation
Tracking reports for late arriving trucks
DOIS Dispatch Feedback Report
File with PS 5399's
Copy of unit's truck schedule
PS Form 4533
A current copy of form # 4569
Vehicle Usage Plan
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Documentation - Processing
Current F/4 Review
Prior pay period PS Forms 3921, 3922, 3930's
Prior pay period EOR's
Copy of Color Coded Policy
Box Section Log
SOP for returning Auto mail to Plant
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Documentation - Processing
Current Monthly FLASH
WIN-SSI Multi-Delivery report
WIN-SSI COA report
File with 1639 copies
Automated Sort plan
SOP for Missent Priority Mail
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Documentation – Processing Automation
SOP flowchart for automated equipment
Lockout logs for automated machines
Current CSBCS Quality Review
Maintenance logs for automated equipment
Prior pay period TACS timekeeping reports
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Documentation – Delivery General
Basic route information from DOIS
Prior pay period PS Forms 3997, 3996, 1813, 1571's
PS Forms 4584's YTD
PS Forms 3999's YTD
Proposed vehicle usage report
Prior pay period actual vehicle usage report
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Documentation – Delivery General
Prior pay period Daily Activity Report
Prior pay period 4570 Report
Natural Disasters SOP
Curtailment of Delivery SOP
Accidents SOP
Accident Investigation SOP
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Documentation – Delivery General
Vehicle breakdown SOP
Late receipt of mail SOP
Bomb threats SOP
Current 3971, 3972's, 1017's
Edit Books
PS Forms 2432
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Documentation – Delivery General
Hot Case Cards SOP
State Drivers License Audit checks
Current Unit Review
Work Hour/ Workload Report
DOIS-Projected and Actual
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Documentation – Collections
Collection Mail Availability Survey
Major Mailer Mail Survey
Current Target Mail SOP
Collection Box Management SOP
Last quarterly Collection Box review/density test
Prior two Quarters PS 3702's
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Documentation – Retail
Mystery Shoppers Survey
PS Forms 3368, 3369, 3294's
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Office Profile
OFFICE NAME:____________________________________________OFFICE ZIP:______________________________________________
REVIEW COMPLETED BY: AREA________________________DISTRICT_____________________
DATE COMPLETED:_______________________________________TRUCK ARRIVAL TIMES:___________________________________TRUCK DISPATCH TIMES:__________________________________FIRST SUPERVISOR REPORTS:_____________________________
FIRST CARRIER REPORTS:_________________________________
FIRST CLERK REPORTS:___________________________________TOTAL NUMBER CLERKS:__________________________________NUMBER CLERKS SCHEME QUALIFIED:______________________TOTAL NUMBER CARRIERS:________________________________NUMBER OF CITY ROUTES:_________________________________MOUNTED_____________________________
PARK & LOOP__________________________WALK-OUTS___________________________
NUMBER OF RURAL ROUTES:______________________________STATION INPUTS PERSON:_________________________________
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Targets
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Transportation
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Transportation
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Processing
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Processing
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Processing - Automation
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Processing - Automation
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Delivery - General
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Delivery - General
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Delivery - General
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Delivery - General
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Delivery – City Routes
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Delivery – City Routes
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Delivery – Rural Routes / HCR
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Collections
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Retail Sales
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Retail Sales
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Security