6. RETAIL OPERATIONS
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 2002 with 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 offices. This level of information was previously inaccessible. Training for 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, the Postal Service used distance learning technology. This course represents the first broad application of the distance learning format for a significant number of field employees. Another “first” is the capability built to link individual training evaluation to on-the-job performance that is measured in terms of business results, such as increased special service retail revenue and efficient staffing of retail operations.