Worldwide quality measurement systems TransQ Monitoring System for Deutsche Post Global Mail - PowerPoint PPT Presentation

Title: Worldwide quality measurement systems TransQ Monitoring System for Deutsche Post Global Mail


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Worldwide quality measurement systemsTransQ
Monitoring System for Deutsche Post Global Mail
What do we see?
Nobodys Unpredictable
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Contents

• About Ipsos
• TransQ at a glance
• Cycle of the survey
• Sender / receiver tasks
• Validation
• Transponder management
• Background of panel management for worldwide
  measurements
• Recruitment of panellists Process Training
• Control of panellists
• Quality management of panel
• Expected risks and technical options

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• About Ipsos

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Ipsos Worldwide

• Ipsos Worldwide
• Founded 1975
• Head Office Paris
• Rank among global survey-based research
  companies 3
• First listed on Paris Stock Exchange July 1,
  1999
• Total Revenues in 2006 857.3 million euros
• Number of countries with Ipsos offices 50
• Total number of countries we do research in 100
• Number of full-time Ipsos employees 6,800
• Number of clients around the world 5,000
• Interviews conducted each year 6 millions

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Quality Research at Ipsos

• Competence Centre Quality of Service Measurement
  Hamburg, Germany

Since 1990 more than 20 specialized employees of
the Quality Research Department measure based
on approved methods of market research the
quality of services in postal business
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Quality Research - Our Business

• Quality of service measurements in the postal
  business
• National and cross-border transit time
  measurements
• Quality of delivery (e.g. damage, deposition not
  in mailbox)
• Reach of Direct Marketing Mailings
• Electronical capturing with transponder
  technology
• Process Measurement in Logistics
• Online-Monitoring
• Reference Clients
• Deutsche Post World Net Deutsche Post Global
  Mail
• IPC International Post Corporation
• Swiss Post International
• La Poste, C.N.
• Posta Romana
• Other third party operators

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• About TransQ

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Worldwide measurements - Trans Q

• What is measured?
• Coverage of real end-to-end stretch, i.e. from
  customer to delivery
• Characteristics of the study
• Test Mail volumes up to 30.000 test letters per
  year (including 25.000 transponders)
• Mail Characteristics Formats P/G, Weight up to
  150g (depending on country)
• Number of Links currently 130 links
• Panellists more than 250 independent receiver
  panellists worldwide in 35 countries
• Senders Real customers professional senders
• Weighting mechanism 3 weighting steps number
  of test letters per linkdepends on importance of
  link
• Central project and panel management from Ipsos
  Hamburg, Germany

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(No Transcript)
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• Cycle of the survey

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Study cycle of Trans Q
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Sender tasks

• Sender/ employee
• Print out the daily letter documents which are
  available from the internet
• Insert the letter documents in window envelopes
• Layout of the envelopes according to their real
  mail
• Insert a transponder if foreseen
• Induct the test letters according to requirements
• Confirm the daily sending including the
  transponder ID via Internet to Ipsos

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Webpage sender portal /1
Personal password secured homepage
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Webpage sender portal /2
First daily step for the senders Download of
test letters
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Webpage sender portal /3
Further steps for the senders Production of test
letters and daily confirmation of correct sending
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Receiver tasks

• Receiver/Participant of Ipsos WMM
• Empty their letter box daily
• Confirm the receipt and transponder ID via
  Internet
• Give notice on their absence and answer promptly
  to emails
• assess the state of the mail (bent, wet, dirty,
  etc.)
• report not received items, in case a mailing has
  not been received by them until JX (exact timing
  to be agreed upon)
• Sending the transponder back to Ipsos (return
  envelopes provided by Ipsos)
• Test letter will be disposed by panellist

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Webpage receiver portal /1
First step for the receiver after
login Selection of the received test letter
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Webpage receiver portal /2
Next step for the receiver Confirmation of the
data.
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Online Validation

• The following checks are done automatically by
  the system during data entry
• Send date is in the future (fatal error)
• Send date is on a Saturday, Sunday or national
  holiday (soft error)
• Send date is before the desired send date (soft
  error)
• Send time is not desired send time (soft error)
• Date of receipt is in the future (fatal error)
• Data is not complete (fatal error)
• Date of receipt entered seems to be too long ago
  (soft error)
• Date of receipt on a Sunday or a national holiday
  (soft error)
• Date of receipt on Saturday (soft error)
• Postmark date is in the future (fatal error)
• Postmark date seems to be very long ago (soft
  error)
• Test number wrong/missing (fatal error)

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Offline Validation

• After the online data entry all sample data is
  checked for completeness, consistency and
  plausibility
• Invalid date (sent, received, postmark)
• Postmark before / beyond send date
• Induction date on a non-induction day, divided
  between private and business (Saturday, Sunday,
  national holiday)
• Induction time not the desired time
• Delivery date on a non-delivery day (Saturday,
  Sunday, national holiday)
• Delivery date not after induction date
• Induction time after last collection time
• Transit time exceeding a predefined value

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Transponder management
Ipsos is familiar with transponder management
since 2000 which mainly consists of the following
aspects

• Transponder cycle
• Insertion at the production unit (wherever)
• Sender confirms the induction of test letter
  transponder
• Receiver confirms the receipt of test letter
  transponder
• Receiver sends transponder back to production
  unit
• Transponder handling
• Each transponder has a fixed baptised number
  which has to be matched with the test letter id
  via scanning
• Transponder monitoring
• Each transponder has assigned the status of
  condition (ok, defect, lost) and the status of
  location (stock, out to sender, out to receiver,
  received).
• Transponder loss
• Only panellists with proven activity should
  receive transponders

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Transponder readingsOverview
Technical tracing of test letters if diagnostic
gates are available.
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• Background of
• panel management
• for worldwide measurements

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Panel Recruitment - Process

• Panel recruitment is mainly done by phone / Ipsos
  call centre
• Each respondent answers two consecutive
  questionnaires on general suitability
• 1st via phone to verify their command of
  English
• 2nd on paper/email
• after receiving detailed information on their
  tasks confirmation of profile and participation
  agreement
• Further possibilities
• ? Ipsos network
• ? Participants recommend participants
• ? Internet

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Panel Recruitment - Training

• Respondents receive detailed information on their
  tasks online and in hardcopy
• Training material emphasizes reliability by
  rewarding performance to plan
• Afterwards future participants undergo a 2-step
  introduction into the study
• 1st 4 weeks handling of dummy test letters
• Monitoring of data entry, posting to plan,
  data recency
• 2nd after successful training phase panellists
  handle transponder samples
• Respondents are contacted and receive additional
  teaching information in case of shortcomings

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Panellist Control

• Continuous review of each panellists performance
  by automated checks for ...
• Individual response rates such as availability
  percentages
• Data recency (sending, receiving)
• Posting-to-plan performance
• Transponder loss rate
• Information on delayed response/on-time
• Individual reliability indicators
• recency in responding to mails and entering data,
  
• rate of unannounced absences,
• clusters in reception dates etc.

Panellists receive a 3-step treatment
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Quality management of panel

• The three step concept to ensure the quality of
  the participants
• Motivation
• Proven incentive-system In every project the
  participants collect points which they can later
  exchange for attractive gifts.
• Intensive support Regular contact from the panel
  management as well as helpdesk email address with
  reply times within one day.
• Training
• Training of the participants regarding special
  products, assessment of the postal services and
  the portal used for the logging of information.
• Training on quality aspects Why it is important
  to always deliver exact and dependable
  information.
• Controlling
• Controlling of the actual information regarding
  regularity, completeness and timing.
• Participants, that repeatedly sent useless
  information or no information at all, are
  replaced straight away.

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Motivation bonus page
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Motivation bonus page - selection
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• Expected risks and technical options

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Survey design

• Simple design is easier to handle than a complex
  system
• Simple statistical design and geographical
  coverage (i.e. mainly city links between capitals
  of major business cities)
• Simple network and panel requirements (i.e. only
  private panellists)
• Simple induction criteria (i.e. all induction in
  mailboxes or at Post Offices)
• Simple mail characteristics (i.e. stamped
  letters, machine addressed 1 size, 1 weight, 1
  format)
• Location of the production unit
• Centralized or local
• Possibilities of production at the sender
• Transponder management
• Start of transponder integration in the test
  letters
• Archiving of data
• Necessity of sending back test letters and
  envelopes

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Thank you for your attention!
Contact Klaus Riedel 49 40 800 96 257
klaus.riedel_at_ipsos.de Ipsos
GmbH Heidenkampsweg 100 20097 Hamburg