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The Postal Service employs a disciplined, well-documented performance management process based on Malcolm Baldrige National Quality Award requirements and incorporates industry best practices, such as the balanced scorecard.
Since implementation of the Government Performance and Results Act (GPRA) in 1993, we have maintained the same three corporate strategic goals: improve service, employee engagement and financial performance. These goals balance the interests of customers, policy-makers and employees. Relentless focus on these goals has helped the Postal Service and its stakeholders develop a clear understanding of what is important and has led to significant and consistent improvement in performance.
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