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

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Deutsche Post World Net & Deutsche Post Global Mail. IPC International Post Corporation ... Print out the daily letter documents which are available from the internet ... – PowerPoint PPT presentation

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


1
Worldwide quality measurement systemsTransQ
Monitoring System for Deutsche Post Global Mail
What do we see?
Nobodys Unpredictable
2
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

3
  • About Ipsos

4
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

5
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
6
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

7
  • About TransQ

8
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

9
(No Transcript)
10
  • Cycle of the survey

11
Study cycle of Trans Q
12
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

13
Webpage sender portal /1
Personal password secured homepage
14
Webpage sender portal /2
First daily step for the senders Download of
test letters
15
Webpage sender portal /3
Further steps for the senders Production of test
letters and daily confirmation of correct sending
16
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

17
Webpage receiver portal /1
First step for the receiver after
login Selection of the received test letter
18
Webpage receiver portal /2
Next step for the receiver Confirmation of the
data.
19
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)

20
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

21
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

22
Transponder readingsOverview
Technical tracing of test letters if diagnostic
gates are available.
23
  • Background of
  • panel management
  • for worldwide measurements

24
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

25
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

26
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
27
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.

28
Motivation bonus page
29
Motivation bonus page - selection
30
  • Expected risks and technical options

31
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

32
Thank you for your attention!
Contact Klaus Riedel 49 40 800 96 257
klaus.riedel_at_ipsos.de Ipsos
GmbH Heidenkampsweg 100 20097 Hamburg
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