Indian Postal Service
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Change management in Indian postal service
INDIAN POSTAL SERVICE Managing the change by:Vrinda Bharti Vishwesh Ravi Sultan Saleem INDIAN POSTAL SERVICEE ± History of 150 years; based on the British Postal service Royal Mail ± Mission: To provide high quality mail, parcel and related services in India and throughout the world ; to be recognized as an efficient and excellent organisation exceeding the expectations of the customers, employees and the society ± Mail Services: Speed Post, Business Post, e-Payment, e-Post, Media Post, Logistics Post, Direct Post ± Financial Services: Banking, Postal Life Insurance, Money Order, Instant Money Order, International Money Transfer, Mutual Funds ± Other Services: Express Parcel, Public Provident Fund, National Savings Certificate, Kissan Vikas Patra, Monthly Income Scheme, Post Boxes for Mail Recipients Key Issues Key Issues Characteristics ± Low Customer Satisfaction: Late deliveries of mail, Quality of Service, Lack of facilities to customers ± Competition: Private Courier Services, Banks, Private Mutual Funds, LIC ± Management Structure: Government Organisation ± Inefficient Employee Force ± Large Number of Services: Majority Unproductive ± Vast reach in the interiors of the country: Potential not realized Characteristics ± Many Services to cater the rural India: Public Benefit ± Proactive Organisation ± Political Resistance towards change in the organisation ± Image of the Organisation ± Running in Losses: Heavy Investment from the Government to revive the Postal service ± Natural Advantage in various services Recommendations ± Move from Functional Structure to Divisional Structure: Government retaining control on top management ± Offering services according to the geographic locations: Villages, Small Cities, Large Cities, Metros ± Dropping out/Adding services specific to these locations: ± Giving up unprofitable services ± Building a database of addresses: To improve quality of service & offer innovative products like Royal Mail ± Technological Changes: Equipping the Post Office with IT infrastructure & providing communication services using Internet Environmental Change ± Internally: Training the Employees, Improving Processes ± Externally: Coping up with competitors, Tying up Private players to improve inefficient services ( Ex: Tie-Up with Western Union to offer Money Transfer Services ) running this service in corporation made by Western Union and India Post ... New Services Changing Face in Indian Post IPS is expanding its services now in the Banking sectors 60% of people have no access to banking in India Strength of Indian post lies in the rural areas RBI governor said Indian Post Office can play a vital role in banking to the unreached 156 thousand post office across the country IMO- Web based instant money transmission service started in 4 locations in the North East People who need to remit money to their children who are studying outside the state Traders can use it for payments For people who don t have facility to internet banking Meghdoot counter- It is known as multi purpose counter Were in you need to book a register letter speed post money order It is like a single window transaction People visit the post office to buy passport applications rather than going to the passport office E-POST- it brings the digital divide for instance in villages there is no access to pc there might be no browsing centre It is very cheap and the message is going very early E post users are 5000 as per 2004 Postal Life Insurance- PLI application which is using computer interface i.e basically for postal life insurance on the premium everything is computerized this is a major computerization which has happened and has a great impact on the people. Few Stamps LETTERS THANK YOU