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Discusses the service provided by Parcelforce with particular reference to the changes motivated by the increased customer demand for reliability during the 1980s. Outlines the history of the services and the changes in 1986 when the Separation Strategy was introduced to bring the collection and delivery of parcels increasingly under the control of dedicated managers and staff. Explores the challenges posed by opposition companies and the eight step Quality Improvement Process (QIP). Details the “Customer First” approach, highlighting the scoring system used and the guidance given to help depot managers decide on the appropriate behaviour to adopt. Explains innovation techniques and outlines the aims for the future, suggesting that the need is to feed customer requirements right into the heart of the network operation.