LETTER: A smooth-running post office is not rocket science
The Post Office is unaware of time and motion study and fails to create a balanced work flow in customer services
Over 100 years ago, Frederick Taylor and the Gilbreths introduced time and motion study as a technique for improving work methods. In essence, from the study of the content, the methods and the time required to complete a series of operations, enabled the development of a balanced work flow and the creation of standardised best practice for a particular operation or service. In today’s world, these logical concepts are extensively applied by organisations. Sadly, it would appear that the Post Office has not yet been acquainted with these concepts in its branches. Tellers and their assigned services are fixed irrespective of the workload and number of customers. This causes service delays and unequal queues. I experienced this at the Benmore Post Office on March 26, when I renewed my car licence. As licences expire at the end of the respective month, the workload reaches a maximum near month-end. However, only one teller was assigned to this activity. For the issuing of each licence,...
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