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As stated in the 2001 Annual Performance Plan, the Postal Service organizes its corporate goals in a three-voice structure that addresses the fundamental areas of Postal Service performance:
The Voice of the Customer goal category centers on customer satisfaction, meeting customer requirements and the achievement of superior quality at competitive prices.
The Voice of the Employee goal category focuses on creating a workplace environment that fosters success and embraces the values of fairness, opportunity, safety and security.
The focus of the Voice of the Business goal category is on financial performance that assures commercial viability, bottom-line results and sufficient capital for future investments.
For each Voice, a goal statement focuses on the overall performance sought. For 2001, these were:
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Voice of the Customer — Earn customers’ business in a marketplace where they have choices by providing them with world-class quality at competitive prices.
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Voice of the Employee — Foster an inclusive and welcoming workplace consistent with Postal Service values of fairness, opportunity, safety and security: where everyone is given the knowledge, tools, training and encouragement to be successful; and where everyone is recognized for and takes pride in their participation in customers’ and the Postal Service’s success.
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Voice of the Business — Generate financial performance that ensures the commercial viability of the Postal Service as a service provider in a changing, competitive marketplace; and, generate cash flow to finance investments for the future while providing competitively-priced products and services.
The following section assesses Postal Service performance in each of these categories as measured according to the specific goals, subgoals, indicators and targets set for each.
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