The Importance Of Process Redesign For Cpcs

Published Date: 02 Nov 2017

1.0 Introduction

Canada Post Corporation (CPC) is a private company and it is located in North Rustico, PE, Canada. (Canada Post Corporation) The operation name of the Post Office Department of the Canadian government which named as Royal Mail Canada, was established in 1867. In the 1960s, it was renamed as "Canada Post", and it is not yet been split with the government. On October 16, 1981, Canada Post Corporation was created as a Crown Corporation, as the Post Office Department’s successor. (Canada Post Corporation) Besides that, Canada Post Corporation is the country’s fourth largest employers nowadays with the 66,000 employees.

Based on the case study of Canada Post Delivers on its CRM Strategy, there are some core customer issues faced by CPC. In the past, customer call to the call centre for some of problems, but they have to call several times and just for the same problem. After they get connected with the call centre agents, they get different responses from the call centre agents. This experience make the customer feel very complicated and frustrating.

2.0 The Importance of Process Redesign for CPC’s Success

After CPC redesign the process, the internal department became more organized. The new system helps the company keep customer information organized, and the former systems were independent and did not integrate customer and call information. The customers can no need to call three or four times about the same issue and get the different responses from call center agents. Because of the process redesign, customers can now take control, tracking their own parcels and placing online orders, as well as having 24/7 ability to satisfy their postal needs. This will increase customer satisfaction, so that CPC can develop a good and long-term relationship with the customers. In conclusion, process redesign helps CPC to do work more effectively, also reduced the customer to the company’s complaints and dissatisfaction. This type of positive changes can help CPC increase their sales and profits.

3.0 Flow Chart

3.1 Questions related to Bills

There are few methods to make a bill payment such as via online payment and walk in payment. In the flow chart above shows that the customer chooses to use walk in to the CPC office to make a payment. After they walk in to the CPC office, they will go to the service counter first, and tell the staff who is in charge at service counter they want to pay the bills. Then the staff will give them a number to queue for payment. The number will be calling when it is the customer turn. The customer then will go to the counter. The staff who in charge at the counter will help the customer check how much debt they are owing. After that, the customer will pay the bills by using cash or cheque. When the staff received the payment, they will double check for the amounts that giving by customer is correct and help them to update their profile on the spot, so that their bills will recalculate again. After finish all these processes, the staff will print a receipt to the customer as evidence.

3.2 Questions related to Moving to other Addresses

Some of the customer has move into new house or new office, and they want to change their mailing address to avoid CPC will deliver their stuff to the old address. They can choose few methods to change their address such as via calling to the customer service centre, walk in to the office or online changing. In the flow chart above shows the customer will use online to change their address. First, the customers have to access to CPC official website and log in to the official website with the customer account given by CPC. Then the customer can click ‘change my address’ from the category of ‘rates & prices’, and below ‘receive’. After that, the website will access to a webpage form to let the customer fill in their new mailing address. After they have changed the address, they have to click ‘submit’ to let CPC management receive this newest update information. When CPC management receives this update information, they will send out a confirmation email about these changes to the customer.

3.3 Questions related to New or Different Subscriptions

Some of the customers have subscribed something from CPC, and now they wanted to subscribe new or different thing from CPC. In the flow chart above shows that the customers is using phone call to do the subscriptions. First, the customers need to call to the CPC customer service helpline. The call will reach to the voice respond system once the call is connected. The customers have to follow the voice respond system instruction and select the category they want to proceed. After they select the needed category, the system will transfer the phone line to the relevant department, and there will be a staff to assist the customer. The customer will tell the staff about their request which is they want to subscribe something new or different. So the staff will help the customer to update the changes of subscriptions. After that the staff will send a subscription confirmation to the customer when the process is done. Lastly, the staff will update this new update information to the database warehouse of CPC.

3.4 Questions related to Products or Services

Many customers are confusing about the products or services usage of CPC. Therefore, they want to find out the information about what the products or services are actually. They can use a simple way to find out the information such as using internet. First, the customer needs to access to CPC official website and click ‘products & services’ from the website. They can choose the products or services information at the category that they want to search for. Besides that, they can also access to the ‘FAQ’ webpage which is stands for Frequently Asked Question. There have some questions and answers that the customers will always having. From there, the customers may be able to find out the answer they want. In addition, they also can send an email to the CPC for further enquires. Once CPC management receives their email, they will reply the customer as soon as possible. If it is needed, CPC management will also email the relevant products or services information to customer, the purpose for this action is to make their customers more in-depth in understanding about the products or services.

3.5 Complaint Handling

When the customer wants to complaint about the things that make them dissatisfied, they can choose some of the methods to complaint such as email, walk in to the office or call to the customer service centre. In the flow chart above shows the customer using phone call to make a complaint. First of all, they need to call to CPC customer service helpline. The call will reach to the voice response system once the call is connected. The customers have to follow the instruction of voice response system to select the category they want to proceed. After they finish select the category, the system will transfer the phone line to the relevant department, and there will be a staff to assist the customer. The customer can start to tell the staff what they want to complaint. The staff then will assist the customer to solve the problems as soon as possible. Because if they did not solve the problem immediately, the customer will increase their dissatisfaction and CPC might going to lose a customer. After the problem is solve, the staff will record down the issue as a reference, and the staff will also ask for the customer’s feedback to observe whether the problem is completely solve and they become satisfy.