6. Retail Workforce Strategies
Comprehensive changes were introduced in 2000 to support a strategic shift in the way retail employees perceive their role in providing excellent customer service. Programs and tools implemented included new position descriptions and qualification standards, new job titles, a highly customer-focused training program, and newly designed uniforms. The momentum created by these changes continued in fiscal year 2001 with the implementation of additional tools and support.

With the activation of the Retail Data Mart, reports and information critical to making optimal business decisions at the unit level are now available in POS ONE post offices. This level of information was previously inaccessible. Training for approximately 20,000 front-line supervisors was developed that focuses not only on skills required to use the Retail Data Mart, but also on best practices and actions required based on performance measured in a few key reports. In order to quickly deliver this training at the lowest cost, distance learning technology was used. This course will represent the first broad application of this training format for a significant number of field employees. Another “first” is the capability built to link individual training evaluation to performance on-the-job that is measured in terms of business results such as increased special service retail revenue and efficient staffing of retail operations.

The Retail Coach network also expanded in 2001. A retail coach is a retail associate who has additional duties and responsibilities in helping new associates on the job as well as fellow associates on new procedures. Retail coaches are sent information directly in a timely way to ensure that important information is disseminated to all associates, thus ensuring excellent service to customers.