Research on the Innovative Model of Postmen in San-Xing Post Office

• Main Authors: Xue-Peng Hu, 胡學鵬
• Other Authors: Jen-Shyang Chen
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/61847969280990669415

碩士 === 銘傳大學 === 管理學院高階經理碩士學程 === 103 === The postman is the most important asset of postal services as well as the key to business growth. The biggest risk of the job is the stiff work and doing things by rules without changing. If the postmen continue the operating model of mail delivering from the past, they will be unable to cope with the competitive environment. While transforming and passing down to the next generation, the postmen must introduce new idea and strategy using the service management structure and service innovation model to find the growth development motivation and extend the development vision of the postal services that has been carried on for one hundred years. The postmen are the pioneer of the postal services. Their role has upgraded from the deliverer to the representative of the corporate image. Therefore, the postmen shall join marketing promotion aggressively. The service innovation of the postmen in San-Xing Post Office discussed in the research is based on the Four Actions Framework of the Blue Ocean Strategy. The mutual benefit model which combines the effects of helping others and gaining profits was used to establish the research structure and discuss the service innovation model of the San-Xing Post Office. By building up the corporate culture, the business vision and the core value of the postal services can be realized. By introducing the service concept to the postmen, creating the customer value, improving the corporate image, and providing the key activity to service strategy, new customers can be developed and existing customers can be maintained. The above actions form a perfect circle and penetrate the whole research structure through learning organization. The process of service innovation, research and development, introduction, and feedback were applied to discuss the current operating situation of the San-Xing Post Office and propose suggestions on appropriate operating model for the San-Xing Post Office. The service innovation model of the San-Xing Post Office in the research mainly consists of community development, rural area promotion, customer requirement, and internal process improvement. It promotes the overall community industry upgrade and the cooperative opportunity for long-term strategic partnership. It also shows the creativity and vitality of the postal office, helps the minority area, develops the micro industries, creates the image of the postal office that cares for the nature, constructs a healthy community network, and gives the happy and outstanding image of being cooperative while gaining profits. The service innovation model allows happy micro-economy to establish the foundation and grow bigger everywhere. The service innovation model may construct a society that is safer and more peaceful. The service innovation model allows the postman to control their delivering time and have better and more perfect performance. In addition to providing one-way mail delivery service, it is observed in the research that the service innovation model of the San-Xing Post Office must have complete service management system to inspect and adjust the operating model to cope with the latest changes. Using customer satisfaction as the core concept, the post office shall conduct business opportunity reporting (follow up and send back information) as the marketing and operating works while integrating community information. The learning organization shall be reinforced to keep the competitive advantage before transforming to the service management strategy. Through concrete implementation of the innovative operating concept which has high added value, the customer benefit is given and the best corporate image of the post office is created. The post office can then become the corporate model that is relied by many customers.