Within the framework of the TRAINPOST distance-learning programme, which is based on a simpler and more user-friendly training approach, the Universal Postal Union (UPU) offers the participant trainees several important courses in the programme. One of them is dealing with «Quality of service». This course is made up of six modules which its general aims are as follow:
To make senior postal managers aware of the quality of service issues, namely of quality management, quality testing and quality standards.
To provide officials responsible for international postal service quality with supplementary professional knowledge.
To reinforce the exchange of views and experience relating to the problems encountered in the countries involved in the fields of quality management.
NOTE : The learner may choose the language in which to follow the courses (Arabic, English, French or Spanish), via the relevant home page.
Introduction
Section 1 - Duration of the course and its modules
Section 2 - The course materials
Section 3 - Course description and content
Module 1 : Bucharest World Postal Strategy
Section 1 : Bucharest Congress 2004
Section 2 : Objective 2 – Quality of service and efficiency of the postal network
Section 3 : Service targets
Module 2 : Quality Certification
Section 1 : Introduction
Section 2 : Definition and field of application
Section 3 : Certification procedure and Certification languages
Section 4 : Postal administration's obligations
Section 5 : Certification levels
Section 6 : Financing of certification
Module 3 : Quality of Service Standards
Section 1 : Establishing the Standards – General remarks
Section 2 : Setting new international postal service quality standards
Module 4 : Quality of Service Testing
Section 1 : Quality of service testing
Section 2 : Sequential testing
Section 3 : Detailed instructions for completion of the test card
Module 5 : Continuous Testing
Section 1 : Introduction
Section 2 : Instructions for the national coordinator (liaison officer)
Section 3 : Use of the randomly generated plan for dispatching test letters
Section 4 : Instructions for test participants
Section 5 : Instructions for data entry on the Internet
Section 6 : Other instructions
Module 6 : Analysis of Continuous testing results
Section 1 : Instructions for opening the web page of Continuous Testing Results
Section 2 : Step by step procedure for preparation of charts
Section 3 : Analysis of the results using charts
