These are exciting times in mail and distribution services. Many companies are going through a correction process in recognition that across the board, downsizing in the past may have been effective in other departments, but not within mail and distribution services.
Other companies are expanding due to mergers, acquisitions and the strong economy. We see the demand for experienced managers increasing. Companies are looking for managers with leadership experience and a background in accounting, budgeting, human relations and purchasing. These managers are far exceeding industry salary standards determined by surveys.
The numerous certification programs supporting our industry have provided increased recognition of the professionalism within our industry. Certified managers have indicated they have experienced a competitive edge in the job market and have been rewarded with salary bonuses and/or raises.
On-going education for managers and staff will be a priority. Budgets should include attendance at local association meetings, national conferences and subscriptions to the many publications that support our industry. Managers and supervisors need to be released from their daily responsibilities to attend these meetings in order to stay current in new technology and U.S. Postal Service and shipping requirements. Courses in time management, budgeting, accounting, computer skills, etc., should be available through in-house programs or at local community colleges. Strengthening relationships with vendors is important in acquiring information concerning new technology and services.
Cost-effective operations will recognize mail and distribution services staff are no longer entry level positions. Managers must work closely with human resources to define job descriptions and skill requirements for mail and distribution services. This should attract experienced employees and ensure retention.
Facilities management companies have contributed to raising the professionalism within our industry, increasing salaries and providing additional career path opportunities. They will continue to solicit mail and distribution operations as service providers. There is a niche within our industry that facilities management companies will continue to satisfy. However, outsourcing should no longer be considered a threat to managers of cost-efficient mail and distribution operations. It should be viewed as an opportunity to benchmark internal operating costs and service levels with a third-party vendor.
Facilities management companies are recognizing that in order to attract and retain skilled mail and distribution employees, they often must pay more than the current employer. Increased career path opportunities can also be attributed to facilities management companies through the appointment of positions as regional and national managers. The most efficient mail and distribution operations will be staffed with highly effective management teams and will enjoy strong upper management support.
Technology will be a critical tool in increasing the efficiency and effectiveness of mail and distribution operations. The automation of inbound mail will become a reality with read rates of 80% to 90% anticipated within a few years. Costs for this equipment will continue to decrease so that large and mid-size companies will be able to cost-justify the investment.
Ergonomics will play a key role in the development of processes within mail and distribution operations in light of proposed OSHA legislation. Conversion of electronic mail will continue to reduce inbound and outbound mail volumes. Inbound package volumes will increase as companies continue to move to a stockless supply system, and overnight mail continues to be the first choice for time-sensitive communications. Outsourcing of forms and records management will also increase the volume of package handling.
Quality control programs will take on a more positive approach due to technology and the ability to allow employees to focus on increased productivity rather than defects. However, the future continues to mirror the past: A primary goal of mail and distribution managers is to remember they are service providers and customer satisfaction is the gauge to measure success.
Customer service requirements will continue to change and managers need to take the initiative to keep current. Customer satisfaction surveys should be conducted at least twice a year or when there has been a major change such as the addition of more buildings or floors and customers to service. Conduct follow-up interviews of high-volume departments and those with special requirements. We have experienced increased response when surveys are transmitted electronically and the results and initiatives are provided to the customers.
Compare the customer requirements with your actual budget. Can these service levels be met consistently with current staffing, improved efficiencies and new technology? Managers need to establish policies based on what they can do, not what they should do.
Determine the budget required to meet new customer requirements and present it to upper management. If the budget cannot be increased, appoint a customer focus group representing those departments with special requirements. Evaluate current service levels and look for services that could be modified, such as the number of pickups and deliveries of mail each day. Often, one or two distributions can be eliminated and the extra man hours assigned to a special employee "floater pool" where time-sensitive and special requirements can be satisfied.
We believe the opportunity for individual advancement is more available today to all employees within mail and distribution services. Establish your goals, take advantage of all educational experiences, look daily for process improvement within your operations, keep your resume up to date and network. Anticipate and pay attention to change. Be flexible in your thinking; don't be afraid to think outside the box.
Jacquelyn McPeak, CMDSM, is president of MailManagement Consulting, Inc., New London, PA. She has more than 25 years of experience within the private sector of the mailing industry, including owning and operating a mail fulfillment business. MailManagement Consulting, Inc. provides a full range of mail center consulting services. For more information call 610-869-8699 or e-mail mailmgt@aol.com.
