Protecting our revenue

At the beginning of September, we shared the 5 key actions for collections, processing & delivery which outlined the key things that will help us to protect our revenue. 

We previously shared the detail on key action 1, which is the most important action for protecting our revenue.  We’re now focusing this week on key actions 2, 3 & 4 for Collections & Processing and key action 2 for Delivery and we’ve asked managers to deliver this WTLL to their teams.

Here’s a summary by function:

Delivery colleagues - Parcel Collect and Customer Service Points

Key action 2 - Don’t collect (Parcel Collect) or deliver oversize / overweight items

Accepting oversize/overweight items into our network causes health, safety, and customer issues, and is an unnecessary cost to our business.

The aim in the first instance is to remove obviously oversize and overweight items from our network, for example car bumpers, mattresses, bikes.

When a customer attempts to send an item that is oversize or overweight via Parcel Collect or via a Customer Service Point counter, the item should be politely refused, and the customer advised to arrange an alternative courier to collect the item.

The full Delivery WTLL brief is available here.

Collections colleagues

Key action 2 - Account Mail: No Paperwork, No Collection

When accepting mail, it is important that we have the correct paperwork. Without the correct posting documentation, we cannot confirm that the customer has correctly paid for their posting.

All Account (PPI) mail must be accompanied by posting documentation and it can only be accepted at official acceptance points. Mail presented by Account customers without posting documentation will be refused by Royal Mail and Post Office colleagues.

Key action 3 - Scan all Sales Orders at the Acceptance or Collection Point

Without a scan of the barcode on the posting documentation, we cannot confirm that the customer has correctly paid for their posting.

Use your PDA to scan the barcode on all the posting documentation handed to you with the customer mailing, before loading the mail onto the vehicle.

Key action 4 - Follow the Red X Process

Items that are contractually required for sampling or thought to be at risk of non-payment are removed from the pipeline and placed in bags attaching a Red X label - these bags are handed to RP for checking.

Always follow the Red X process when your PDA instructs you to do so after scanning all PPI posting documentation.

The full Collection WTLL brief is available here.

Processing colleagues

Key action 2 – Put everything you can through the kit

Scanning is key in protecting our revenue. We need to ensure that every parcel in the network is scanned at least once during its journey.

Putting everything you can through the kit means that we are able to weigh and scan every item. Using this data, we can check what the customer has said they have posted corresponds to what we have seen in our network. Where this isn’t possible, make sure that every parcel in the manual area gets a scan.

Key action 3 - Follow parcel induction best practice - place all items correctly on the belt

This helps to deliver productivity, quality, customer value and ensures we get paid correctly for the parcels we process.

Always follow parcel induction best practice, including ejecting items that are not suitable for induction and placing items as straight and flat on the belt as possible.

Key action 4 - Handover mech rejected items to RP - it doesn’t affect quality

Handing over all mech rejected items from the RP selections ensures that items can be checked by RP to confirm that they have been correctly paid for.

The full Processing WTLL brief is available here.