How to optimize processes and customer satisfaction in CTT

Details

Supervisors

Chevalier, Philippe

Faculty

Louvain School of Management

Degree label

Master [120] en Ingénieur de gestion

Abstract

The evolution of technology over the past decades has changed the competitive landscape across markets. Postal services, in particular, underwent considerable change. In Portugal the drop of letters mailed between 2001 and 2017 is driving CTT to rethink its strategy to adapt to this new reality. CTT’s transformation must start with customer satisfaction, since without it, it is extremely challenging to remain competitive in the market place. CTT’s revenues have been dropping over the past few years due to falling mail volumes and footfall. Without changes, the company’s long-term future is at stake. Consequently, CTT hired KICG to help developing a solution to help improve its processes. During this project the main areas of the company were presented together with the critical issues to be improved. The overall project consisted on selecting a few pilot stores to analyze the problems, performing a literature review on those problems, identifying and implementing solutions, and finally verifying the results. Once satisfactory results are achieved, the solutions employed will be disseminated across all stores. All project phases were carried out according to Kaizen principles. This thesis was based on the work developed at pilot Store A and followed various steps, from the identification of the main efficiency constraints to the implementation of proposed solutions and subsequent measurement of results. The pilot project in Store A generated significant efficiency gains as evidenced by the improvement of selected Key Performance Indicators, namely a reduction in Average Waiting Time of customers in the store of over 40%.