The one-week IOTPs on Quality Management for Service Excellence (QMSE) and Last Mile Delivery and Fulfillment (LMDF), and was inaugurated on Monday 8 March 2021 at 09.30 hrs. and 09.45 hrs. (Bangkok time) respectively. Mr. LIN Hongliang, APPU Secretary General, and Mr. LIU Zhonglin, UPU Regional Project Coordinator for the Asia-Pacific presided over the ceremony. The two training programs are supported by UPU and funded by State Post Bureau of China. Ms. Kwanjai Kajornwutthideth, Manager Administration and APPU Affairs, Ms. YU Yan, LMDF Course Director, and Ms. Padmaghanda Mishra, QMSE Course Director participated in the ceremony as well.
20 participants from 17 countries namely Afghanistan, Bangladesh, China, Fiji, Indonesia, Iran, Maldives, Mongolia, Myanmar, Nauru, Nepal, Pakistan, Philippines, Solomon Islands, Sri Lanka, Thailand, and Vietnam attending to each LMDF and QMSE.
The LMDF participants are given an opportunity to comprehend the challenges faced and what have been done to increase the customer experience in the fulfillment and last mile; focus on the improvement needed in the fulfillment and last mile service to enable the collaboration with different stakeholders; create strategic thinking of transforming Posts to become an important player in logistics and last mile delivery operation, and utilize innovative solution for sustainability in fulfillment and last mile deliveries.
Whereas the QMSE participants are equipped with the concepts of; quality management definition and direction, tools and techniques of quality management, Total Quality Management (TQM), the role of quality in meeting challenges, quality in service organizations, customers – internal and external, customer care; measurement setting standards in mail flow processing, counter operations, customer care and other processes, measuring and controlling processes, benchmarking and best practices with examples from Posts and other organizations, quality linked payments in international mail and parcels; and process management – process mapping, and UPU certification and quality management.