Transit Time Measurements in the Postal Industry

Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015
Better controls
for better results.
Improve quality of postal service with Transit Time Monitoring.
Page 1Spectos Presentation Transit Time Monitoring, All rights reserved Spectos 2001-2015

Founding Story
Spectos is an independent
Market Research & Technology
Institute.
Founded in 2001 in Dresden,
Germany, by Niels Delater,
Spectos has been providing
industry leaders with individual
solutions for decades.
Corporate Philosophy
At Spectos, we believe that real
progress comes from continuous
effort day by day.
It starts with understanding
processes and operations from
the customer’s perspective, as
well as not only listening to, but
learning from the voice of the
customer.
The Team
The team has been successfully
supporting clients around the
world for over a decade.
Spectos has built up a team of
researchers, engineers,
designers, mathematicians, data
analysts & account managers to
successfully manage customer
requirements.
About us

Transit Time Monitoring
Become an expert on the topic with us, build your EN 13850 / EN 14534 certified
monitoring system and improve controls for your operations.
Universal services are basic communication services that, according to European universal service rules,
must remain affordable and of reasonable quality so that everyone can use them and to ensure fairness of
intercountry delivery for service providers.
Mail delivery falls under the category of universal services, making it subject to complex European standards.
Many factors must be taken into consideration during measurement planning to ensure compliant results:
EU members are obligated to measure according to European standards
Spectos is specialized in EN 13850 (single-piece mail) and EN 14534 (bulk mail)
Measurement must be conducted by an independent, external organization
Responsible organizations can be audited by country-specific authorities

Fusing Six Sigma with postal processes
Design
Plan
Implementation
Production
Induction
Capture
Verification
Analytics
Capture
Customers
Operations
Management
Certificates
Alerts
Audits
Spectos approaches the Transit Time Monitoring System planning process
according to the structured and acknowledged Six Sigma methodology.
Define Measure Analyze Improve Control

Fulfill culture & country-specific
demands, EU norms
Measurement structure per EN
13850 and EN 14534
Client-specific goals,
performance indicators
Data from Real Mail Study
Design Plan Implementation
Step-by-step implementation of
the defined structure
Investigate transit process
Recruit individual panels, enter
data into in-house database,
SpectosLab
Plan, generate i.codes, create
panelist surveys and target dates
via SpectosLab software
Seamless integration in close
collaboration with our experts
Create individual dashboard for
24/7 access to data, regardless of
location
According to customer needs,
integration of KPIs, alert and
ticketing systems, benchmarks
Technology tracking system
Define – Getting your project ready to run

In-house facilities for highest
quality control, experience
Printing, packaging, bundling
RFID technology
Introduction for induction
Transportation to dropper
Various sizes, volumes
Production Induction Measure
Reliably distribute mail to
droppers, measure transit time
Induction of test mail
Update Spectos Lab with induction
day
Data monitoring and quality control
Active support for senders
Collect high-quality, varying data
for postal measurements
Various channels for data
collection, such as telephone, web
applications, email, etc.
Response verification system
Collect & compare RFID data
Continuous panel management
Measure – Collecting study results

Structured approach for high quality production
Test mail for measurements is produced at Spectos’ central production facility and according to the data
produced during planning with the in-house developed operational system, SpectosLab.
The range of test mail Spectos produces varies from test items for simple bulk mail measurements with one
sender, to more complex fields of study with 3 to 150 private and/or company senders, different drop dates,
mail formats (standard/large letters, small packages) and franking types.
International facilities support production goals
Spectos has extensive experience in the international postal industry and has achieved optimal results with
opening offices in the country in which the client is located to organizational, telephone, and distribution
support.
In-house production facilities

2. Printing per format1. Plan 3. Enveloping 4. Sort per sender
Create dropper and
format/weight protocol
Match individual dropper IDs
to letters according to formats
and bundle IDs/drop dates.
Print letters per bundle and
format
Prepare for packaging by
assigning formats to
respective envelope sizes
To achieve varying formats,
the following methods are
implemented:
adding more/less paper,
with/without stamps,
windows, labels
Assign test letters to sender
panelists
According to protocol created
in step 1
RFID tags are scanned into
the system and assigned to
individual letters
Quality control of RFID tags
Test items are closed and
bundled with labels
containing dropper
information and bundle ID
Franking value included
depending on dropper status
Bundles per sender are
quality controlled and packed
into larger envelopes
Labeled with dropper and
Spectos’ address in client
country as return address
Test mail is shipped
according to client’s needs
Proof of induction is collected
and saved for comparison of
transit time data
6. Bundling5. Pairing letters & RFID tags 7. Packaging 8. Transport to senders
In-house production approach

Data collection in new, modern & fun to use form
Mailagenten, a Spectos in-house development, is a web portal dedicated
solely to the electronic data collection for transit time measurements. The
application acts as a communication portal for hundreds of thousands of
panelists.
Every panelist receives an individual account via email
Use of I.Codes for receiver verification, bundle codes for senders verification
Regular email reminders to verify receipt/non-receipt of test letters
Overview of past, current and upcoming test letters to inform and prepare panelists
Integration of panelist incentive program (Spectos Cents) for long-term panelist motivation
Multi-language interface translated by native speakers
Added accessibility for panelists - web application is available 24/7

Highest levels of accessibility
Reliable panelist recruitment and data collection by a reliable service center
with over 10 years of telecommunication experience.
In-house developed call center software system for data collection and verification via
telephone, also used in foreign call centers
Integration of receipt target date and up to four target check dates (panelists will be
contacted up to 4 times)
Use of native speakers in over 10 languages, international team active in over 15 countries
Partner with TU Dresden for access to native speakers
High accessibility, immediate attendance to enquiries
Ticketing system for organization, structure
Professional, personal contact with panelists
Quality control with KPI thresholds, panelist incentives

Tracking Logistical Processes
Constant knowledge – end to end
RFID tags, comprised of a tiny chip and a flat antenna, are attached to items and
goods which are monitored by reading devices installed along the time-sensitive
logistic chain, making RFID readings a beneficial source of information for transit
time measurements.
Better insight into delivery routes, processes, punctuality for added daily transparency
Collaboration with third party suppliers, such as Lyngsoe and Identec
Flexible, small design for indistinguishable placement in test mail
Tags can be read without direct contact, making them more effective than barcodes which
become unreadable easily
RFID tags are read by large gates placed at crucial measuring points (ex. entrances and
exits), and also by small reading devices placed in panelists’ mailboxes
Passive and active RFID tags are used to track goods of different volumes, including:
individual items, unaddressed catalogues, bulk mail, entire pallets, large packages, etc.
Captured data is used for internal panel quality control through Spectos

Monitor measured data for high
quality results
Set KPI performance thresholds
Quality monitor panelist
responses
Statistical correction
Retrain and/or contact panelists
Verification Analytics Report
Team of expert analysts working
to translate your data
Automatic evaluation of results
Customized responsive graphs
Filter function for in-depth analysis
Organized structure according to
your specific needs, projects
Reliable data analysis for proof of
quality, certification
Official reporting according to
European standards
Customizable, integration of goals
Presentable at meetings, simplifies
teamwork
Structured overview of overall and
individual performance in real time
Analyze – Making results presentable

Reviewing Each Panelist’s Responses
Each sender and receiver’s performance is individually reviewed according to defined KPIs on a weekly basis to assure panel
quality.
Review accessibility/availability of study participants
Assess the panelist’s motivation to participate in further Spectos studies
The reliability and consistency of the panelist’s responses regarding drop/receipt date and transit times
Panelists whose responses seem conspicuous are contacted and checked case-by-case to determine next steps, including
deactivation.
The goal of this process is to identify and retrain panelists with longer transit times than average or low amount of on-time
deliveries. Certain steps are undertaken to determine questionable panelists
Assurance of Panel Quality

Detailed VisualizationAutomated Weekly Query Probation Period Bi-annual Review
Monitors test item and panel
database, SpectosLab
Selects panelists whose KPIs
fall below threshold
Followed by a manual
assessment of selected
participants according to
defined criteria
Red alerts if panelist is not
fulfilling KPIs
List of individual transactions
Invalid data records marked red
to visualize unreliability
Check if problem occurred only
once or if it occurred multiple
times over a longer period
Contact panelist for explanation
Exclude unreliable data from
measurement
Retrain panelist
Close observation for two
weeks
If no improvement,
deactivation
Exclude all data since
observation
Recruitment of replacement
panelist
Determine panelists with
performance 10% or more
below overall on-time results
Determine panelists with
performance greater than
98% above the overall on-time
results
Investigate selected panelists
Contact panelists for
explanation
Assurance of Panel Quality Steps

Put your customers at the
center of your efforts
Operate from the perspective of
regulatory bodies
Systematically collect customer
feedback, monitor all channels
Integrate VOC into improvement
measures
Customers Operations Management
Analyze operations individually
for targeted decisions
Track first mile-last mile gaps,
receive E2E information
Ticketing and To-do system
simplifies collaboration with teams
Real time technology for
immediate knowledge
Continuously improve data for
better business controls
Implement quality improvement
projects
Identify room for further
measurements
View overall development and
growth over time
Improve – Turning results into actions

Customizable alert system for
instant notification
Set KPI and benchmark
thresholds for quality control
Push notifications for knowledge
on the go, at a glance
Determine which employees
receive which alerts
Alerts Audits Certificates
Spectos measurements always
fulfill all European standards
Measurement design according to
applicable EN 13850 / EN 14534
Successful audit history – audited
by TÜV Rheinland and Price
Waterhouse Coopers
Close collaboration with clients and
auditors on site & at Spectos
headquarters
Achieve the certification you need
to prove service quality
Additional qualification for public
tenders, business opportunities
Prove that all minimum EN
standards are met
Set yourself apart from competition
Control – Monitoring success day by day

Postal References
We are proud of the work we do at Spectos, including all of the customers who trust in us and have
confidence in what we do.
The following are success stories of loyal clients who have entrusted us with their transit time
measurements.

Transit Time Measurement
RFID-Supported E2E
Transit Time Monitoring System
Customizations:
Highly customized, individual dashboard with details on panel, transponder
overview, filter function for dates, destination, routes
Multi-language web application for data collection - exclusive to Bpost and
available in Flemish, French, German and English
Panel management system, statistics on size, deactivations, etc.
Internal ticket system to track and solve issues quickly
RFID tracking: overview of read rates, locations, loss status
Comprehensive overview of city to city transit times
Panelists with RFID reading devices in mailboxes
Belgian Post

Postcon
Large Scale Network
Customizations:
TÜV certified measurement system according to EN 18350
Processing of undeliverable mail - “Redress” research
Use of scatter plot chart to display each partner’s performance
Development chart of each partner’s performance, filterable according
to date ranges
Live map of current incoming data for real time overview
Dashboards & filter function for individual products/projects including
test mail, real mail, Redresses, and blind mail
Depiction of partners, hubs, routes on map of Germany
Creation of monthly reports by Spectos

Multinational Cross-border
Panelists in 20 countries on five continents
Identify further test mail condition – if damaged at receipt
Frequent multi-language test planning production
Weekly updated interactive web-based reporting including
detailed weekly Excel reports, including direct comparison
of countries
Multiple data collection sources according to culture/nationality
Call center services according to different time zones
Test mail preparation to incorporate special character sets
Singapore Post
1.
2.
3.

Stéphane Dujardin,
International
Consultant
We produce, send & measure up to
80,000
pieces of test mail each month
Spectos facts & figures
As of 2014, our panel had over
250,000
panelists and is growing by the day
We have over
150
skilled employees
Sabine Frahm,
Senior Consultant
The key part of my work at Spectos is the management of service quality in
the postal industry, with emphasis on Transit Time Measurements.
I manage projects for customers from the initial set-up to official reporting,
and support colleagues on other projects, especially on the topics of
statistical design, validation, and evaluation of measurements.
“
One of my greatest responsibilities at Spectos is simultaneously fulfilling
clients’ individual needs and optimizing project processes to achieve the best
possible performance
“
and speak over
20
languages

Further Spectos Solutions
Spectos has developed a large range of reliable solutions for
performance management for better controls.

Enterprise Feedback Management
Added source of customer data for an even more
comprehensive overview of daily performance
Better insight into daily situations, processes
Define, integrate important touchpoints, such as hotlines, service centers,
front desk, website
Collect feedback continuously, throughout entire organization for more insight
Incorporate employees, customers, partners into improvement strategy with
team invitations
Analyze long-term development, trends, historical data
Receive more information about processes, customer opinions and behavior
Assign employees to-dos and tickets (integrated system) for immediate
response, reaction to feedback

Customer Experience Management
Learn from & improve omni-channel customer interaction
with various touchpoints, processes
Define crucial touchpoints and important KPIs to systematically measure
quality
Gather feedback through various communication channels, such as
hotlines, panels, social media
Analyze results automatically and on a daily basis
Integrate results into bonus/malus, incentive systems
Understand customers as individuals and record specific requests
Receive information immediately with real time notifications, shorten
reaction times

Service Quality Management
Increase customer satisfaction by monitoring
performance from the customer’s perspective
Define processes to measure quality of internal teams, external
consultants
Implement a measurement system into business operations and
touchpoints
Use customer satisfaction surveys to determine service quality,
Net Promoter Score
Review results with the employees responsible for each
touchpoint, location
Close the gap between customer expectations and perception

Complaint Management
Identify & handle negative complaints quickly to
never lose another customer
React appropriately to negative feedback
Implement alert system to be notified of crucial complaints
immediately
Respond quickly to negative experiences and offer solutions
and improvements
Start a dialogue with customers to reduce complaints
Act on customer wishes and requests
Receive information immediately with real time notifications,
shorten reaction times

Contact Your Nearest Office
Headquarters:
Theaterstr. 6
01067
Dresden
Germany
Europe
Service-Center:
Ostra-Allee 11
01067
Dresden
Germany
Rep. Office:
Avenue Adolphe
Lacomblé 69-71
1030 Brussels
Belgium
North America
Branch:
1090 Homer Street,
Suite 300
Vancouver, BC, V6B
2W9
Canada
Asia
Branch:
706, CMC Tower,
Duy Tan Str, Cau
Giay, Hanoi
Vietnam

Transit Time Measurements in the Postal Industry

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