Introduction
Canada Post Corp. (CPC), a Canadian Crown enterprise, is Canada’s national postal service provider. It has be a world leader in providing innovative physical and electronic delivery solutions, creating value for their customers, employees and all Canadians. It not only 66000 employees, it is also the country’s fourth largest employer. It serves 30 million residential customers and more than 1 million commercial customers, delivers more than 10 billion pieces of mail annually, and maintains good relations with more than 24000 retail sales points for CPC products and services. Building and maintaining trusted relationships with employees, customers, suppliers and our shareholder is the fundamental for their business, reputation and their success. Canada Post Corp. managing in an ethical way, guided by a sense of social responsibility.

Core customer issues: * With customer expectations rising and the ongoing emergence of the Internet. * Customers’ experience with CPC were often complicated and frustrating. A customer could call three or four times about the same issue and receive different responses from call center agents. * The former systems were standalone and didn’t integrate customer and call information.

1. Why is the process redesign so important for CPC’s success?
CPC recognized that its future depends on having customer processes and support systems. It’s customer expectations rising and the ongoing emergence of Internet. To demonstrate its commitment to change, CPC launched an enterprise-wide business transformation initiative to redesign all processes and employ innovative technological solutions to create customer and employee value. Each process was reviewed to ensure that it was customer-focused, process-driven, self service-oriented and could withstand the scrutiny of measurement with assigned accountability. The new