Voice of the Business

* Explain how the Voice of the Employee supports improved internal processes (Voice of the Business), and how the Voice of the Business supports customer satisfaction (Voice of the Customer).

The fundamental of service industry is happy employees will make happy customers and from that will bring in the profit for the business. That's why USPS choose to use Voice of the Employee to support Voice of the Business and bring out Voice of the Customers.

The three important voices in their balance score card to improve customer service quality that starts with the Voice of employees in which the method focused on providing safe and secure workplace in response to instances of violence and poor employee relations. According to the performance gaps in USPS, one area that needed improvement in the labor-intensive Postal Service was the work place environment and the primary indicator for this category of the scorecard was safety. Employee satisfaction is measure monthly by surveying for continuous improvement. When the organization can full-fill and secure the "voice" from the employees, they will perform the job better and deliver customer satisfaction. The Voice of the Customer then can be measure by a set of delivery service measurement system. Once the customers satisfy with the service, the business then will gain reputation, trust, and revenue. In the USPS, the Voice of Employee and Voice of Customer are the two important legs to the business, which lead to the Voice of Business is measured by the productivity measure and a revenue generation measure.

2. While Figure 8.14 shows only representative measures associated with the balanced scorecard, suggest some other measures that might be included, using your knowledge of postal operations.

Some other measures that might be included with the balanced scorecard for the USPS are:

* You confirm, we deliver  integrate technology and human resource to increase the timeliness delivery rate.

* Organization value  create an environment that employees can be proud to work there.

* Sustainable business  reduce the carbon footprint, improve the supply chain system and the delivery fleet.