Business excellence review at Royal Mail (NW/NW): a case of strategic communication management

Abstract

Notes the need for a strategy to drive any change process. Points out that, following the lead of other major organizations, Royal Mail, the UK’s major postal services organization, has adopted and adapted a business excellence model using the criteria from an established and tested quality award model. Discusses the approach taken at Royal Mail (North Wales/North West), the origins and evaluation of the model used, some early business performance improvement results, and a programme of key improvement initiatives which address the communication issues highlighted by self‐assessments in the North Wales & West of England regional operating company.

Citation

Varey, R.J. and Hamblett, R.L. (1997), "Business excellence review at Royal Mail (NW/NW): a case of strategic communication management", Managing Service Quality: An International Journal, Vol. 7 No. 6, pp. 281-289. https://doi.org/10.1108/09604529710186615