Abstract
Notes the need for a strategy to drive any change process. Points out that, following the lead of other major organizations, Royal Mail, the UK’s major postal services organization, has adopted and adapted a business excellence model using the criteria from an established and tested quality award model. Discusses the approach taken at Royal Mail (North Wales/North West), the origins and evaluation of the model used, some early business performance improvement results, and a programme of key improvement initiatives which address the communication issues highlighted by self‐assessments in the North Wales & West of England regional operating company.
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