Approach

• Implemented procedures in line with best industry practices for the receiving and internal tracking of accountable mail and materials.
   
• Implemented a dedicated on premises Operations Manager to enhance service delivery, accountability and management across the entire company.
   
• Provide staff trained and certified in DOT, IATA, RCRA Compliance, and FDA regulations for specimen shipment.
   
• Implemented a monthly activity report that tracks all operating volumes, monthly performance highlights and realized cost savings.
   
• Implemented Key Performance Indicators (KPI’s) effectively tracking service levels and defaults for pro-active program modifications.
   
• Implemented an on line customer satisfaction survey where business leaders can provide direct feedback on services.
   
• Developed and implemented a Lab Services Department providing dedicated service to testing labs and their requirement for elevated service standards.
   
• Maintain directory of employee that accounts for over 1,500 employees including new hires and relocations worldwide for accurate mail delivery.

Results
 

• Increased services accountability with implementation of a signature control process through every step of the receiving and internal delivery process.
   

• Elevated service standards to testing labs so that they can focus on research and related core business activities.
   

• Provided over $27,000 in savings after deploying new policies for the shipment of small samples in line with DOT and IATA requirements.
   

• Improved internal mail delivery accuracy by 96%.
   

• Improved overall end user satisfaction with Mail Services by 91%.
   

• Brought off-site document shredding on site yielding over $75,000 in savings.