Section 5 Modifying Post Services

Under the condition of market competition and vigorous challenge, whoever could provide best quality and best service would be competitive and could obtain greater development and better social benefit. Therefore, post department ranked "service" with "development" and "reform" as the 3 major subjects, continuously carried out the massive activities of improving services-- "setting up new atmosphere, creating good quality" and "service year". Post is a "window" industry. Most kinds of post work directly contacted with customers. It placed excelled service to the important position of enterprise's activities and adopted a series of measures. Firstly, it set up the example of excellent services, to Promote the improvement of post service quality and service level. It carried out the regulations that only operators who had certificates be placed in the position, Programmed the requirement of excellent services and carried out standardized services, officially promised to the customers about the service standard and time limitation. It enforced the management of the service windows, set up service system which was composed of five respects of responsibility, management, regulation, inspiration and supervision to promote the systemization, regularization, standardization and institutionalization of service management. Secondly, pertinently solve the problems in transportation and delivery links such as absence of newspapers and periodicals, no reply for the inquiry on mails, no payment for lost mails, persuading customers to deposit and use high-charge business. Besides enforcing enterprise's internal management, strictly carrying out regulations, enforcing the education of employees about service ideology, professional moral and devotion, it also carried out some strict regulations and measures. For example, it placed the solving of service problems as the assess standard, praising the good and punishing the bad. It connected service quality directly to the economic benefits of enterprises and workers, carried out promise service. Absent newspapers and periodicals should be sent within 3 days or refund. Customer's inquiries should be replied in the regulated time limit. Lost mails that couldn't be found within the time limit should first be compensated, then the responsibility should be investigated. For the repeatedly-occurred difficult-to-solve problem of persuading customers to transfer remittance to savings, to basically protect customer's benefit, MPT instructed to stop the business of "transferring remittance to savings".

Thirdly, enforce the supervision of service quality. Each enterprise set up supervisory organization, drew up service regulations, determined objective and measures of improving services, strictly carried out supervision of service quality from top to bottom outside enterprises. It invited quality supervisors, opened complain phone, periodically held symposium, issued investigation letters, interviewed customers to hear the critic opinions. Meanwhile, according to the instructions of MPT leaders, inspectors acted as ordinary customers to directly find out post service situations, hear customer's response and report to relevant department about the problems. MPT had continued such inspection for several years, having inspected almost every province, autonomous region and city and found many problems. All enterprises could earnestly examine themselves and carry out modifications.