Chapter 5:  2002 Performance Report
D. The Three-Voice Structure and Performance Goals
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As stated in the 2002 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 focuses Postal Service resources on growth to generate sufficient revenue to support the public service mission of universal service that “binds the nation together.” Providing timely, consistent delivery across all classes of mail will increase customer satisfaction and generate growth in support of our central mission.
  • The Voice of the Employee goal category focuses on creating a workplace environment that fosters a motivated, productive and inclusive workforce and embraces the values of fairness, opportunity, safety, and security.
  • The Voice of the Business goal category focuses on maintaining the affordability of Postal Service products and services by improving productivity so as to control costs and improve contribution levels to grow business. For each Voice, a goal statement focuses on the overall performance sought. For 2002, these are:
  • Voice of the Customer — Provide services that meet the needs of different customers in competitive markets and grow the revenue necessary to support the public service mission of the Postal Service.
  • Voice of the Employee — Motivated, Productive and Inclusive Workforce.
  • Voice of the Business — Affordability.

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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Chapter 5 Table of Contents

A.  Introduction

B.  Year in Review

C.  The Planning Process

D.  The Three-Voice Structure
     and Performance Goals

E.  Voice of the Customer Performance
     Goals:  Growth

F.  Voice of the Employee Performance
     Goals:  A Motivated, Productive
     and Inclusive Workforce

G.  Voice of the Business Performance
      Goals:  Financial Performance

H.  Evaluation of 2002 Performance
     and Changes to Goals and Subgoals
     in the 2003 Plan