21/05/2007 - A Service Quality Management course, initiated by the Postal Services Department under the Ministry of Communications for its officers and staff members, began yesterday, following opening remarks from Postmaster General Awang Hj Abd Kadir bin Tengah.
Yesterday's event was attended by about 40 postal officers and staff members, ranking from Assistant Superintendent of Post to the Assistant Postmaster General.
Held at the Department's Mail and Parcel Processing Centre building at the Old Airport, the programme will end on Friday and is being facilitated by an invited consultant speaker from the Asia Pacific Postal College in Bangkok, Mr. Thakur Subhash Sinha.
It aims to monitor and upgrade the product quality, image and profits of the Postal Services, as suggested at the Bucharest World Postal Congress in 2003.
The strategic objective involves the implementation of Quality Policy that improves customer care and satisfaction at all levels of the postal business. The policy must not be treated lightly and needs to be taken note of by all officers and staff members in the organisation.
The Client's Charter or Tekad Pemedulian Orang Ramai (TPOR) is prioritised, and stressed by the Management Services Department of the Prime Minister's Office, in tackling certain issues.
The programme will hopefully inspire participants to establish 'Service Standards' in mail flow processing, counter operations, customer care, quality control and measures, as well as benchmarking in Foreign Post Administration, which has excellent service quality.
It would also enable the establishment of 'Quality Audit/ ISO-9000' recognition and the implementation of a Recovery Service Quality project, as well as an action plan towards achieving Quality Services Management.
Borneo Bulletin -- By Lyna Mohamad |
