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BUSINESS%20SUPPORT%20PROGRAM%20FOR%20BULGARIA,%20ROMANIA,%20CROATIA%20AND%20TURKEY

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Title: BUSINESS%20SUPPORT%20PROGRAM%20FOR%20BULGARIA,%20ROMANIA,%20CROATIA%20AND%20TURKEY


1
BUSINESS SUPPORT PROGRAM FOR BULGARIA, ROMANIA,
CROATIA AND TURKEY
PROACTIN Project Dubrovnik, July 2, 2008
2
OBJECTIVES
  • PROACTIN PROJECT
  • Part of a Business Support Program of the EC for
    Bulgaria, Romania, Croatia and
  • Main Objective full familiarisation with the
    relevant acquis
  • CONCRETE PROBLEMS TO BE SOLVED (5 TARGETS OF
    ACCORD II)
  • Quality of services (Directive (97/67/EC)
  • Financial accounting and reporting Directive
    (97/67/EC and following modifications)
  • Adoption by postal staff of a culture of customer
    awareness, marketing and sales
  • Role of Independent Regulatory Authorities in the
    new EU postal market
  • Lack of efficient planning and management tools
    and methods

3
PARTICIPANTS
4
TYPE OF ACTIVITIES
  • ACTIVITY 1
  • General planning
  • Promotion
  • Coordination
  • Control
  • Reporting
  • ACTIVITY 2
  • Training sessions
  • ACTIVITY 3
  • Dissemination
  • Final information gathering

5
TIMING OF ACTIVITIES (1 YEAR)
Year 1 Semester 1 Semester 1 Semester 1 Semester 1 Semester 1 Semester 1 Semester 2 Semester 2 Semester 2 Semester 2 Semester 2 Semester 2
Activity 1 2 3 4 5 6 7 8 9 10 11 12
General planning (activity group 1)                        
forming the PSC, groundwork activities, coordination, reporting                        
analysis of the constraints/training needs, country reports                        
national operational training plans (for each BCs)                        
training materials (TMG, Glossary etc)                        
design, upgrading and start-up of the new database / web-platform                        
recruitment (trainers, technical experts, etc), individuation of trainees                        
implementation of the new, multi-lingual database and web-platform                        
                         
Training sessions (activity group 2)                        
1st training session inBrx                        
2nd traning sessions                        
6
TIMING OF ACTIVITIES (2 YEAR)
Year 2 Semester 3 Semester 3 Semester 3 Semester 3 Semester 3 Semester 3 Semester 4 Semester 4 Semester 4 Semester 4 Semester 4 Semester 4
Activity 13 14 15 16 17 18 19 20 21 22 23 24
coordination, reporting (cont'd)                        
2nd training sessions in BCs (cont'd)                        
implementation of the new database and web-platform                        
3-monthly reports                        
Dissemination (activity group 3)                        
on-field study visits                        
internal technical national seminars at each BC POs                        
Focus group meetings                        
setting-up national Help Desks necessary training                        
dissemination campaigns and final information gathering                        
final conference in Brussels                        
final training program evaluation                        
project follow-up of the with interested POs                        
final report to EC                        
7
TRAINING SESSIONS
  • Preparatory Session
  • April 10-11, 2008 Brussels
  • BC Training Sessions

BC date topic
Croatia 7/2008 Accounting, HR
Romania 9/2008 Quality of service
Turkey 10/2008 Customer relations
Bulgaria 11/2008 Regulation
Trainer to Trainees Session 30 postal-acquis
Trainer-Experts ? 200 Trainees of the BC POs
8
DISSEMINATION
  • Internal (postal staff) vs external
    (stakeholders) dissemination
  • For the EC External dissemination is EQUALLY
    important to the internal one
  • Successful dissemination key element to a
    further BSP on postal acquis
  • CONCRETE DISSEMINATION ACTIVITIES
  • 4 internal national seminars for each POs
    (trainers train the trainees) (2 days)
  • feedback reporting from trainees
  • best practices collection
  • study visits at EU POs (2 days)
  • help desk
  • national dissemination campaigns in all BCs
  • final information gathering from Target Groups B
  • 1 final conference in Brussels
  • final database and web upgrading
  • final report for the EC

9
GOOD PRACTICES
  • GOOD PRACTICES
  • Selected by the PSC and on the suggestions of the
    BC/EU Proactin Partners
  • PREREQUISITS TO GOOD PRACTICES
  • already exist
  • have clear aims and objectives that are easy to
    identify
  • be user friendly and appealing to all parties
    involved
  • be adaptable and transferable to different
    conditions ,structures, countries
  • be sustainable and have a longterm perspective
  • be easily identified and their results easy to
    evaluate
  • be coherent with other good practices, ideally
    in both concept and delivery
  • clearly out-perform other practices (efficiency,
    effectiveness over a range of relevant
    indicators)
  • be able to improve continuously

10
TARGET GROUPS, FINAL BENEFICIARIES
  • Target Group A
  • 30 postal-acquis Trainer-Experts and 200 trainees
    representing managers and staff of the BC POs.
  • Target Group B
  • 80 representatives of national institutions,
    wider postal industry organizations and other
    services of general interest utilities, SMEs,
    consumer associations, civil society, sector
    research institutions etc.

11
PROJECT STEERING COMMITTEE
  • PSC main coordination and supervising unit of
    the Project
  • MEMBERS
  • 4 BCPOs
  • 5 Working Group (WG) Chairmen
  • PostEurop Secretary General (I. Persson)
  • ProActin Project Manager (A. Scribellito)
  • ProActin Scientific Coordinator (U. Triulzi)

12
DELIVERABLES
  • One of the main responsibilities of the PSC
    supervision of the concrete outputs
  • Constraints/needs, country reports
  • General Operational Plans National Operational
    Plans
  • New database / web-platform
  • Training for trainer Tools
  • TMG (training methodological guidelines )
  • Vademecum
  • Glossary
  • EU Info Kit
  • Collection of good practices translation of
    relevant documentation

13
TIMING OF ACTIVITIES (1 YEAR)
Year 1 Semester 1 Semester 1 Semester 1 Semester 1 Semester 1 Semester 1 Semester 2 Semester 2 Semester 2 Semester 2 Semester 2 Semester 2
Activity 1 2 3 4 5 6 7 8 9 10 11 12
General planning (activity group 1)                        
forming the PSC, groundwork activities, coordination, reporting                        
analysis of the constraints/training needs, country reports                        
national operational training plans (for each BCs)                        
training materials (TMG, Glossary etc)                        
design, upgrading and start-up of the new database / web-platform                        
recruitment (trainers, technical experts, etc), individuation of trainees                        
implementation of the new, multi-lingual database and web-platform                        
                         
Training sessions (activity group 2)                        
1st training session inBrx                        
2nd traning sessions                        
14
COUNTRY REPORTS
  Quality of service Quality of service Quality of service Accounting Accounting Accounting
  Description Constraints Needs Description Constraints Needs
HR            
BG            
RO            
TK            
Country-specific conclusions
Area specific conclusions
15
DESCRIPTION COUNTRY X - QUALITY OF SERVICE
  • CEN standards accomodated
  • Obligation to introduce and observe the following
    standards for priority items
  • International traffic D3, 85 and D5, 97
  • Domestic traffic D1, 95 city area, city/city
    and D2, 95 all other areas.
  • Obligation to keep record on total number of
    submitted complaints and number of solved
    complaints within the time limit regulated by the
    Postal Law (1 month).
  • Processing of complaints harmonised with the EU
    regulations elaborated in Directives and the best
    practice of all the other postal administrations
    members of the UPU. From 2009 standard EN CEN
    14012.
  • Quality of services standards CEN EN 13850 and
    CEN EN 14508.
  • In international traffic, quality of transit time
    of end to end services for priority mai measured
    by UNEX
  • In domestic traffic, quality of transit time of
    end to end services for priority mail items is
    measured by AMQM

16
DESCRIPTION COUNTRY X - MARKETING
  • Clients have access to the quality goals.
  • We are collaborating with customer care
    associations.
  • The Committee for Processing Complaints Submitted
    by Clients (natural persons) was founded and
    members of the Committee are also representatives
    of the customer care associations.
  • With our key customers (legal persons) we
    mutually determine measurement of end to end
    services of mail items in order to detect missing
    of the set goals.
  • Optimalisation of postal network is currently in
    the process, from the aspect of reducing the
    costs and guaranteeing set quality of services.

17
DESCRIPTION COUNTRY X - ACCOUNTING
  • Expenditures no reliable method of expenditure
    allocation to the services.
  • Direct costs are identified when distributed in
    detail as items in the analytic financial
    bookkeeping.
  • The terminal dues in universal system accounting
    can, to a certain extent, be separated from
    terminal dues in domestic traffic, and
    expenditures for commercial goods can be
    separated from other expenditures.
  • Methodology of separate accounting for each
    provided service has been developed and on the
    service level it is possible to recognise
    separately individual service in reserved area
    from universal area, and services of free market,
    courier services and other not postal services.
  • Distribution of each service is possible up to
    the lowest level of service provided.
  • Grouping/clustering is possible per group of same
    services (as for parcels, total, according to
    weight).
  • Grouping/clustering of ervices is possible for
    similar services (letter postal items), and it is
    possible to separate services according to the
    elements upon which the selling price is
    determined.

18
MAIN CONSTRAINTS COUNTRY X
  • EXTERNAL CONSTRAINTS
  • Legal framework not clear, leaves space to
    several interpretations
  • Regulatory Authority weak in their position
  • INTERNAL CONSTRAINTS
  • Frequent changes in the management
  • High turnover of postal staff ? impossible to
    make changes
  • Lack of knowledge (e.g. acquis, IT,)

19
CONSTRAINTS ?NEEDS
  • 2 different sort of needs can be identified
  • Need for knowledge in the acquis areas
  • Need for instruments (training tools, e-learning,
    distance learning, etc.)

20
TRAINING NEEDS COUNTRY X QUALITY OF SERVICE
  • QoS standards
  • QoS measurement
  • QoS key for the success
  • QoS financial benefits

21
TRAINING NEEDS COUNTRY X ACCOUNTING
  • Scope of cost accounting all services, postal
    services, universal postal services ?
  • Cost allocation - principles ?
  • Internal economy between profit centers ?
  • Cost allocation organization in the company ?
  • Postal stamps and international clearing link to
    the services ?
  • IT solutions ?
  • Unproductive work link to the services ?
  • Cost of transport for the different services when
    all items are in the same vehicle ?
  • Sorting machine, office supplies, and other
    common costs link to the services ?

22
NEEDS FOR INSTRUMENTS
  • Training materials available on the web site
  • Different materials according to the levelof
    education of the staff
  • Data bases on particular answers to particular
    questions
  • Best practice experiences and business references
    presented on the web page
  • Web site simple, updated regularly
  • Forum consisting of experts ? available on the
    website
  • Web site should offer the possibility of
    communicating with moderators
  • New ways of teaching distant learning, e-
    learning

23
Web platform
Internal use
Dissemination tool
24
Internal use
  • sharing experience
  • news
  • Information

25
Wider stakeholders
  • Postal Organizations
  • Research Companies
  • Potential Investors
  • SMEs
  • Customers

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Contents
  • Objectives activities
  • Partners/Beneficiaries
  • News
  • FAQs
  • Contacts
  • Links
  • Database

30
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Aquis aproach
  • EU Institutions and policies/programmes
  • Acquis related to EU enlargement
  • Implementation of the Acquis
  • Good practices
  • Bibliography and Glossaries

34
Database
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