Premium Essay

Unites States Postal Service Case Study

In: Business and Management

Submitted By Baraka88
Words 1530
Pages 7
INTRODUCTION
Background of the Case Study of the
UNITES STATES POSTAL SERVICE
The evolution of the United States Postal Service is interlaced with the history of our federal government. Today, the Postal Service is the second largest civilian employer in the United States. It has over 700,000 employees, affects an economy that employs 9 million people and represents 8% of the United States gross domestic product in a $900 billion mailing industry (United States Postal Service [USPS], 2002b). This organization reaches every United States household and its operations are often perceived as an indication of the efficiency of the entire federal government as a whole.
After the historic gridlock of the Chicago Post Office in 1966, Postmaster General Lawrence O’Brien sought the political support of President Johnson for systemic change in the organization. President Johnson formed a “blue ribbon” commission of well-known business leaders and academia’s to study the Post Office Department. Their mission was to recommend how to change the Post Office Department and to also describe the best governmental organization model for its function. The President’s Commission on Postal Organization (Commonly called the Kappel Commission after its Chairman) presented the President with a plan in 1968, which lead to congressional testimony, but legislative action did not soon follow. Various factions, including the strong postal unions representing 740,000 votes, opposed the government corporation model. The unions vowed to fight any legislation supporting the change to a government corporation.
1

On March 18, 1970 over 36,000 postal workers in New York City went on strike over wage disputes and another 152,000 postal workers from eight large cities across the nation followed within a week. President Nixon had to send in the military to move mail in New York City. This…...

Similar Documents

Premium Essay

United States Case Study

...Case Study : United States In general, how does a manager from the U.S. communicate (verbal and nonverbal) and view relationships? Given that U.S. tends to have a very low threshold for silence (uncomfortable with silence) they are very verbal. The U.S. is also a low-context culture meaning it is direct and straightforward when communicating, leaving little to be interpreted nonverbally. There is also a high occupational mobility in the U.S. meaning there is weak loyalty of employee to employer and vice versa relationships. Most employee-employer relationships are seen as contractual rather than personal and how competent (well they perform) an employee is tends to matter more than social or family background. A lot of business relations rely more on formal agreements like written contracts. Managers for the most part view their work relationships as simply that. How are communication style and relationship orientation intertwined? Much of the way you communicate with someone can be tied to your relationship with them. When we think about us as college kids a lot of the things we say and do around our friends, we wouldn’t say or do in front of our professors or peers so we adjust our communication style based on our relationships. This can also be compared to the way your communication styles can change cross-culturally. Imagine that a U.S. manager or U.S. management team is negotiating with a team from a culture with completely opposite communication styles and......

Words: 592 - Pages: 3

Premium Essay

Customer Service Case Study

...Case Study Internal Customer Attitudes Student: Date of Submission: Lecturer: Course: Customer Service Management Case Study Internal Customer Attitudes As products and services of various competing interests become increasingly equal in terms of price and quality, organisations have realized that ultimately the deciding factor in increasing or maintaining loyal customers is the commitment of an organisation to customer service strategies such as Total Quality Management (TQM). Dr Karl Albrecht and Ron Zemke have suggested in their research that, “the way employees feel is ultimately the way your customers will feel...” This case study explores the impact that an organisations customer service strategy has on the attitudes of its internal customers as well as how this dynamic ultimately allows the organisation to respond to the external customer’s wants, needs, and expectations. In analysis of the given case study we are confronted with Pam, a low level employee with limited responsibilities, a relatively small area of influence within the organisational structure of the business, and no actual physical contact with the external customers. Given the extremely limited contact that Pam has with external customers it might be assumed that customer service is an area within the organisation that she has no involvement or necessity to be involved. The problems of this assumption are readily evident in that Pam and the organisation have only......

Words: 1483 - Pages: 6

Free Essay

Tri State Telephone Case Study

...Tri state telelephone ACKNOWLEDGEMENT We are over whelmed in all humbleness and gratefulness to acknowledge our debt to all those who have helped us to move these ideas well above the level of simplicity and into something concrete. We are very thankful to our lecturer for his valuable help. He was always there to show me the right track when we needed his help. It is with the help of his valuable suggestions, guidance and encouragement, that I was able to perform this project work. We would also like to thank our colleagues, who often helped and gave us support at critical junctures during the completion of this project. * Contents Contents 3 1 Introduction 4 2 Stakeholders of Tri-State Telephone Company 5 2.1 Internal stakeholders of the Tri-State 5 2.2 The Tri-State external stakeholders 6 3 The key stakeholders of the Tri-State 7 4 The critical trends in Tri-State environment 8 5 Reasons for Tri-State customers become upset 9 6 What should John Godwin do? 10 7 Recommendations 11 8 References 12 * Introduction Tri-State Telephone is a telecommunications company that provided the telecommunications of the residents of three US States. Currently customers of Tri-State Company pay a monthly flat rate for the service they used. Now the management of Tri-State wants to change the pricing system from monthly flat rate to a new pricing system. However, the customers are not in a position to accept the new pricing......

Words: 1646 - Pages: 7

Premium Essay

United States Postal Service

...Who Will Survive in America? For over two centuries, the United States Postal Service (USPS) has provided efficient communication across the nation, reaching its height of success during the 20th century. This boom in business produced an overwhelming number of job opportunities. However, the introduction of new technologies such as e-mail, as well as competing delivery companies, has led to dramatic losses in revenue over the past decade. In order to remain solvent, the USPS must revitalize their current image and reevaluate marketing strategies while also applying modern foundations. Though the USPS has been a long-standing organization, they must rejuvenate their image in order to meet new demands. Stone argues, “A company’s brand is its most valuable tool, or its biggest liability.” Finding and developing a new logo for the USPS would encourage consumer interest and allow them to maintain relevance. With its current brand, “no one really knows what the Postal Service stands for”; therefore creating an entirely new look will convey to the public what they actually accomplish (Source A). The USPS, while an established institution, must not remain stagnant in their branding if they wish to advance alongside society. In order to gain a more positive image of their company, the USPS could also adopt the more “green” initiatives that have become so popular among consumers. One such consumer, Colleen Plimpton thinks “[Junk mailers] are cutting down trees willy-nilly, and......

Words: 734 - Pages: 3

Premium Essay

Postal Service

...The U.S. Postal Service has one of the nation’s popular conflict resolution (ADR) programs in the workplace totaling at 81% of successful mediated cases that were later closed without formal complaints filed. Every organization has a strategy to manage workplace and employee disputes. In October 1994, the U.S. Postal Service introduced the ADR mediation program to assist them in addressing employment disputes (U.S. Postal Service, 2010). The implemented mediation program was called REDRESS (Resolve Employment Disputes, Reach Equitable Solutions Swiftly) with an intention to offer employees another option to the EEO (Equal Employment Opportunity) grievance process. With more than 12,000 EEO complaints under the REDERESS program averaging four hours of mediation, participants in the process are content with the amount of fairness and control compared to the traditional method. The REDRESS mediation program has two objectives; first goal is to settle individual disputes swiftly and effectively by enabling parties to find their own solutions; second objective is for the company to address significant issues to improve the workplace environment. According to the Unite States Office of Personnel (n.d.), an evaluation was conducted with support from Indiana University found that most of complaints mediated under REDRESS program settled reducing complaints proceeding to formal process. In addition to the findings, supervisors who have been through the mediation process managed......

Words: 452 - Pages: 2

Premium Essay

Kelly Services Case Study

...Kelly Services Inc This case is really focusing on the issue of a company that needs to consider taking on debt. Kelly Services Inc. is going through a period were they are going through some major expansion. With major expansion needs the urge to find investors. When you find investors you need to take on debt, the good thing about debt is you are able to generate profit without having to put a dollar down. So if the debt increases, yes he will be leveraged, but through the company leveraging it gives it the opportunity to generate more of a return in the long run. It says the pay out ratio is 28 percent. For the cases of Olsten and Volt, you can see that Olsten has no debt. Having no debt means the returns you are going to receive are going to be a lot lower For instance Olsten has 0 debt financing and as you can see there returns are the lowest of the three companies. On the other hand Kelly also has 0 debt but there forecasting for growth is a lot lower then Volt the reason being because they do not have the financing to take on investments that can grow their company in the future. On the other hand when you look into Volt’s statements they have the highest debt with still good net worth, but it has the highest level of growth for future advancement. So what this shows is a company that has the highest leverage won’t only have a good return on investment it will also show a favorable path for growth within the future. Another interesting thing to look at is the......

Words: 517 - Pages: 3

Premium Essay

United States Congress - Case Study

...Case Study – United States Congress ANSWERS: #1 The probability that a randomly selected representative is female is: 77/432 = 0.178 Ans. The probability that a randomly selected senator is female is: 20/100 = 0.20 Ans. #2 There are 18% females in the House of Representatives in United States Congress, where as 20% females in the House of Senate. Relatively proportion of Males is more in the House of Representatives and less in the House of Senate. #3 a.: The probability that representative is Male is: 355/432 = 0.822 Ans. #3 b.: The probability that representative is Republican is: 232/432 = 0.537 Ans. #3 c.: The probability that representative is Male given that the Representative is a Republic is: 213/232 = 0.918 Ans. #3 d.: The probability that representative is female and Democrat is: 58/432 = 0.134 Ans. #3 e.: If the knowledge that some event B has occurred influences the probability of the occurrence of another event A, then A and B are said to be dependent events. If knowing that event B has occurred does not affect the probability of the occurrence of event A, then A and B are said to be independent events. Two events are independent if the following equation is satisfied. Otherwise the events are dependent. P(A I B) = P(A) Now in the House of Representatives, P (Female) = 77/432 = 0.178 and P(Female|Democrat) = 58/200 = 0.29 Since P(Female|Democrat) P......

Words: 468 - Pages: 2

Premium Essay

Human Services Professional Case Study

...Human Services Professional Case Study BSHS 355 September 16, 2014 Human Services Professional Case Study In this paper, the role of a social worker will be addressed. A Human Service professional has, in its hands, the responsibilities in the life of the clients and families they meet. The tremendous and arduous responsibilities they take on include, but are not limited to, the well-being and care of people and their communities. Such roles can be helping others manage the care of a family member, assisting individuals experiencing problems with family relations and conflicts, dealing with changes that come with growing old, aiding those suffering mental illness and or those individuals struggling with addictions. Briefly put, the field of Human Services requires that professionals become part of the safety net in society and empower individuals to make a positive impact in their personal life. In the case study of “Real Life Human Services Work”, Francine Licate, C.S.W. explains, in detail, her responsibility as a licensed clinical social worker and director of Social Services in a skilled nursing facility. The social worker in the case study displays characteristics of an effective helper. An effective helper has accurate empathy for her clients (O'Hagan, 2007). The helping relationship begins with the development of trust and empathy and the understanding of the clients’ pain. Compassion and understanding assist the social worker to identify with a......

Words: 820 - Pages: 4

Premium Essay

Substance Abuse in the Unites States

...Substance abuse in the Unites States has changed constantly. In addition it has caused significant public health problem affecting society on numerous levels. Families as well as communities are affected by substance abuse. In this paper I will examine the past and current trends of substance abuse, and how the use of illicit drugs may be considered culturally appropriate. In the mid 1800’s Opium began to arrive as Chinese workers immigrated to the United States to work on the railroads and gold mines. By the late 1800s, opium was quite a popular drug. Before long, opium dens had spread throughout the United States. In 1803, the German scientist Friedrich Sertürner successfully isolated morphine from opium for the purpose of using it as a surgical and post-surgical anesthetic soon making it available to physicians in the United States. It did alleviate pain, but in the process it also left the user in an anesthetized and euphoric state. The benefits of morphine were considered amazing to physicians of the era. But, the addictive properties were not discovered until after the Civil War. “In 1895, Heinrich Dreser, working for the Bayer Company in Germany, synthesized heroin. Bayer began to market the drug in 1898 (Brecher, 1972)”. In 1600 settlers introduced cannabis to Jamestown Virginia at the time it was used for its fiber. That was used to make rope, sails, and clothing. From 1611 until after the Civil War, cannabis was the main crop in North America playing......

Words: 885 - Pages: 4

Premium Essay

The United States Postal Service Ecommerce Stratagem

...The United States Postal Service eCommerce Stratagem Abstract With Centuries of History to reflect on, the United States Postal Service has continuously strived to be the leader in the delivery and production of U.S. Consumer postal needs. Over time, delivery modes have significantly changed; consumer supply and demand has wavered; and new challenges and opportunities emerge as the cyber world evolves. The U. S. Postal Service will look to strategize though eCommerce and embrace technological invents to remain the pacesetter despite any encroaching competition. Table of Contents Getting to Where They Are Now 4 Postal Services Humble Start 4 Thinking of it by Zones 5 The Postage Stamp 6 The Shift from Manual Labor to Automation 6 The First Machines 6 Cancelling Machine. 6 The Culling Machine. 7 Edger-Stacker. 7 Facer-Canceller. 8 Mail-Flo. 9 Automation Machines 9 Optical Character Recognition 9 Projects Turnkey and Gateway (“Automatic” Post Offices). 10 Vending Machines. 10 Proof of the U.S. Postal Service’s Commitment to Technology 11 Competition facing the U.S. Postal Services 14 DHL International GmbH 14 United Parcel Service, Inc. 14 The U.S.P.S Outlook 15 The United States Postal Service eCommerce Stratagem Getting to Where They Are Now Postal Services Humble Start Even before the start of the 17th century, North American colonies realized some structure was needed to efficiently transport messages, news, and products......

Words: 3651 - Pages: 15

Premium Essay

Tom’s Auto Service Case Study

...3/25/15 Operations Management Chapter 6: Tom’s Auto Service Case Study 1. Define the CBP package, mission, strategy, rank order of competitive priorities a. CBP – certified employees that interact with the customers in a professional and friendly way, guaranteed auto work for 90 days, careful screening of their employee’s. They also have a customer waiting room with many flavors of coffee, magazines, high speed internet and a HD TV. b. Mission – To provide outstanding guaranteed service by certified, professional employee’s while customers relax in a comfortable waiting area. c. Rank Order – i. Guaranteed service by certified employee’s ii. Timely completion of the job iii. Clean environment iv. Friendly employees 2. Service Delivery & Service Encounters design features d. Service Delivery – professionally dressed clean employee greets customer and a timely check-in/check-out process of only 9 minutes e. Service Encounter Design - certificates are displayed in the customer waiting room. Four service bays with three of the bays used for draining and cleaning oil. Customer Waiting area is a large carpeted area with comfortable sofa’s and a hd TV 3. Five processes used f. Screen all employees using background checks during hiring process – HIGH g. On-the-job training including operating cash register. - HIGH h. A vehicle checklist is used to make sure......

Words: 333 - Pages: 2

Free Essay

Case Study of Bowden Brake Service

...Case Study of Bowden Brake Service HRM 505-OL Marygroove College By: Victoria Flanders Thursday September 25, 2014 Case Study #1 Bowden Brake Service Problem/Issue Statement Should local finance institutions lend the money to Jim to expand his business? The owner, Jim Bowden, has been denied by the local finance institutions for loan in order to expand his business. Executive Summary *Assumptions were made and are presented in Appendix A* The owner, Jim Bowden owns a brake service shop. His business specialized in fixing car brakes and possible other repairs. Jim is seeking to expand his business, the owner had fill out financial form in the local finance institutions. Jim appeared to be very furious at the local finance institutions. As it turns out, all the finance institutions turned down his request for loan. Since his requests were turned down, Jim is unable to expand his business. The local finance institutions had recommended for the owner to look into ratio analysis. The problem is, both the bookkeeper and accountant are on vacation during the time of need. Jim is clueless about ratio analysis and is frustrated. There is a Human Resource Manager who was hired several months ago. This HR Manager had some training in managerial finance. The HR Manager offered to help the owner figure out the finance. At first, the owner felt skeptical because he did not think HR would know anything about finance. When the HR Manger discovered Jim needed a ratio......

Words: 1407 - Pages: 6

Free Essay

Best Financial Services Case Study

...S w BEST FINANCIAL SERVICES INC. Ian Dunn wrote this case under the supervision of Elizabeth M.A. Grasby solely to provide material for class discussion. The authors do not intend to illustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality. Richard Ivey School of Business Foundation prohibits any form of reproduction, storage or transmission without its written permission. Reproduction of this material is not covered under authorization by any reproduction rights organization. To order copies or request permission to reproduce materials, contact Ivey Publishing, Richard Ivey School of Business Foundation, The University of Western Ontario, London, Ontario, Canada, N6A 3K7; phone (519) 661-3208; fax (519) 661-3882; e-mail cases@ivey.uwo.ca. Copyright © 2009, Richard Ivey School of Business Foundation Version: (A) 2010-05-18 It was January 20, 2008, and Linda Best, founder and sole shareholder of Best Financial Services Inc. (Best Financial), had just finished her final client meeting of the day. The meeting was with one of her top clients, Gerald Young, who had informed her that he would no longer be using Best Financial since he was moving his assets to one of Best’s competitors. The loss forced Best to think about the future direction of her company. Without Young’s business, Best Financial would struggle to exceed the......

Words: 5771 - Pages: 24

Premium Essay

All State Insurance Case Study

...benevolent establishments in areas they serve. Allstate Insurance is the country’s chief publicly held personal line underwriter. They are a Six Sigma modeled Fortune 100 company, with over $130 billion dollars in assets. They also offer economic amenities to over 15 million clients throughout the United States, employing a very diverse team of over 70,000 specialists. Allstate also has 13 key lines of coverage, including vehicle, property, life, and commercial. Allstate attributes their success to their unique take on the best way to run a business successfully. ( AllState insurance., 2009) Using the model for goal setting, evaluate Allstate’s goal setting process to determine whether or not Allstate has an effective goal-setting program. Allstate provides their employees with a clear path for success. They offer the means to grow into the best employee they could hope for. According to the goal setting model goal difficulty, goal clarity, and self-efficacy should be at the forefront of one’s business structure. (Hellrigel & Slocum, 2001) Implementing challenging yet clear and achievable goals, for employees who have faith in their personal ability to complete tasks, in most cases will lead to Allstate’s desired performance. When an individual has the ability, commitment, and feedback on their progress it’s likely that the aforementioned goals will be accomplished. Allstate decided to adopt a four step process that they fault would furthermore result in the......

Words: 1171 - Pages: 5

Premium Essay

Quality in Practice: Using the Balanced Scorecard at the United States Postal Service

...of the Business because the employees are the first line of business, they are the actual people working the internal processes, therefore tackling the Voice of the Employee and growing into a better work environment would be the first step into tackling any issues with internal processes. The Voice of the Business supports customer satisfaction because it is focused on the “Breakthrough Productivity Initiative”. Focusing on streamlining internal processes and productivity measures go hand in hand when measuring customer satisfaction. The whole purpose behind a productivity initiative is to increase customer service levels and increase customer satisfaction, which is the end goal. When a company focuses on increasing productivity and coming up with different ways to ensure a simpler process, it is always to increase the bottom line and to ensure greater customer service. I think that USPS did a great job with the balanced scorecard because they didn’t just look at one area; they focused on the business as a whole and recognized that everything flows together and every area needs to be tackled to get the results they need. Starting with the Voice of the Employee and ending with the Voice of the Customer is a great way to ensure that all areas of the business have been met and are working smoothly, it also shows the employees that they are dedicated as an employer to the satisfaction not only of the customers but of the employees as well. There are many advantages of using......

Words: 698 - Pages: 3