USPS: Customer Care Center employee fosters improvement

Need help? Anthony Moya is ready to listen. Moya is a technical support agent at the Edison, NJ, Customer Care Center. He handles as many as 70 calls a day from Postal Service customers. “Our goal is improvement,” he said. “Our job is to resolve customer concerns. Many of them are able to be fixed…

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USPS: Improving together – USPS, Amazon use LSS to strengthen service

The Postal Service and Amazon are using the Lean Six Sigma (LSS) improvement process to strengthen the way the two organizations serve customers. Through a pilot project, Amazon will drop off shipments at Post Offices near the customers who are supposed to receive the packages. Previously, Amazon took the shipments to USPS mail processing plants,…

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