Advanced Business Management (ABM) and Service Quality Management (SQM)

The inauguration of the online training courses on Advanced Business Management (ABM) and Service Quality Management (SQM) was conducted on 10 January 2022 at 09.30 hrs. (Bangkok time). The inauguration was presided over by Mr. LIN Hongliang, the Secretary General of APPU. Ms. Kwanjai Kajornwutthideth, Manager Administration & APPU Affairs, Ms. YU Yan – ABM Course Director, and Ms. Padmaghanda Mishra – SQM Course Director also participated in the function.  These two courses will be running from 10 to 28 January 2022.

The ABM Course has been attended by 7 participants from 7 countries namely Afghanistan, Bangladesh, Brunei Darussalam, Bhutan, China, Indonesia, and Philippines.   In the meanwhile, the SQM has been attended by 6 participants from 6 countries namely Afghanistan, Bangladesh, Bhutan, Brunei, China, and Philippines.

By using the Postal Strategy as the framework, the ABM course focus on strategic options for the organization level as well as a sub-unit level and the topics are covered: global postal environment and global postal strategy; best practices and successful business transformations from Posts and other organizations; innovation management in Posts; change management in the VUCA world (Volatility, Uncertainty, Complexity and Ambiguity); and employee engagement for innovation and improvement.

During the second week, the ABM participants will also have an opportunity to attend a workshop on “Strategic Marketing Management” that aims to help Managers for fulfilling necessary knowledge and skill in developing strategic marketing aligned with the business plan.

Whereas the theme of SQM course is “Quality Improvement for Service Excellence” aiming to provide the participants with the best practices and experience of delivering high-quality service in the postal industry in terms of successful business process design, customer care, quality culture and monitoring quality. Furthermore, the UPU Strategy in the area of quality has been brought as one of the course content. The SQM topics are covered: fundamentals of quality and UPU Quality Control System (QCS); introduction to quality concepts in post offices; cost and quality management; total quality management and empowerment; SQM and quality circle- setting up quality circles and working in a team; quality of service linked to remuneration; UPU quality audit and certification; best practices of the industries, etc.

In addition, during the second week of the course, the participants will have a chance to attend the workshop on “Quality Management for Service Excellence”. This will be an opportunity for the SQM participants to discuss and exchange knowledge and practical skill in service quality.