Top Office Performer

1. Top Office Performer AM Standard Operating Procedure Guidelines To Maximize Performance, Efficiency And Customer Satisfaction

2. Six Keys to Success • Transportation • Processing • Delivery • Collections • Retail • Security AM SOP Top Office Performer

3. Mission Statement To establish “TOP” criteria for Delivery & Retail units to improve Customer Service and efficiency in support of Route Inspections and AM SOP AM SOP Top Office Performer

4. Instructions The TOP AUDIT is an integral part of the AM SOP process. This audit is a tool to determine the efficiency of a unit in the SIX key processes. 1. TRANSPORTATION 2. PROCESSING 3. DELIVERY 4. COLLECTIONS 5. RETAIL 6. SECURITY AM SOP Top Office Performer

5. Instructions • The purpose of the TOP AUDIT is to identify the units that are the BEST of the BEST and as a prerequisite for AM SOP sites. • A score of 90% in all 6 Key Processes must be achieved. • The TARGET point column is the total points that can be earned per question. • All questions are either pass or fail. • Those items marked with a "key" are critical to the success for the unit. AM SOP Top Office Performer

6. Instructions • Before you begin this self audit, it would be helpful (but not required) to have successfully completed these prerequisites, and have them available for review: • Unit Review Self Audit • Function Four Review • Delivery Confirmation • Mystery Shopper • CSBCS / DBCS Quality Review (if applicable) • OSHA Self Audit AM SOP Top Office Performer

7. Instructions • In some circumstances, a particular question may not be applicable. • In those cases, the questions will be marked NA, and the target points changed to zero. • The points for any question answered NA, will not be counted against your total score. AM SOP Top Office Performer

8. Documentation - Transportation • Tracking reports for late arriving trucks • DOIS Dispatch Feedback Report • File with PS 5399's • Copy of unit's truck schedule • PS Form 4533 • A current copy of form # 4569 • Vehicle Usage Plan AM SOP Top Office Performer

9. Documentation - Processing • Current F/4 Review • Prior pay period PS Forms 3921, 3922, 3930's • Prior pay period EOR's • Copy of Color Coded Policy • Box Section Log • SOP for returning Auto mail to Plant AM SOP Top Office Performer

10. Documentation - Processing • Current Monthly FLASH • WIN-SSI Multi-Delivery report • WIN-SSI COA report • File with 1639 copies • Automated Sort plan • SOP for Missent Priority Mail AM SOP Top Office Performer

11. Documentation – Processing Automation • SOP flowchart for automated equipment • Lockout logs for automated machines • Current CSBCS Quality Review • Maintenance logs for automated equipment • Prior pay period TACS timekeeping reports AM SOP Top Office Performer

12. Documentation – Delivery General • Basic route information from DOIS • Prior pay period PS Forms 3997, 3996, 1813, 1571's • PS Forms 4584's YTD • PS Forms 3999's YTD • Proposed vehicle usage report • Prior pay period actual vehicle usage report AM SOP Top Office Performer

13. Documentation – Delivery General • Prior pay period Daily Activity Report • Prior pay period 4570 Report • Natural Disasters SOP • Curtailment of Delivery SOP • Accidents SOP • Accident Investigation SOP AM SOP Top Office Performer

14. Documentation – Delivery General • Vehicle breakdown SOP • Late receipt of mail SOP • Bomb threats SOP • Current 3971, 3972's, 1017's • Edit Books • PS Forms 2432 AM SOP Top Office Performer

15. Documentation – Delivery General • Hot Case Cards SOP • State Drivers License Audit checks • Current Unit Review • Work Hour/ Workload Report • DOIS-Projected and Actual AM SOP Top Office Performer

16. Documentation – Collections • Collection Mail Availability Survey • Major Mailer Mail Survey • Current Target Mail SOP • Collection Box Management SOP • Last quarterly Collection Box review/density test • Prior two Quarters PS 3702's AM SOP Top Office Performer

17. Documentation – Retail • Mystery Shoppers Survey • PS Forms 3368, 3369, 3294's AM SOP Top Office Performer

18. Office Profile OFFICE NAME:____________________________________________ OFFICE ZIP:______________________________________________ REVIEW COMPLETED BY: AREA________________________ DISTRICT_____________________ DATE COMPLETED:_______________________________________ TRUCK ARRIVAL TIMES:___________________________________ TRUCK DISPATCH TIMES:__________________________________ FIRST SUPERVISOR REPORTS:_____________________________ FIRST CARRIER REPORTS:_________________________________ FIRST CLERK REPORTS:___________________________________ TOTAL NUMBER CLERKS:__________________________________ NUMBER CLERKS SCHEME QUALIFIED:______________________ TOTAL NUMBER CARRIERS:________________________________ NUMBER OF CITY ROUTES:_________________________________ MOUNTED_____________________________ PARK & LOOP__________________________ WALK-OUTS___________________________ NUMBER OF RURAL ROUTES:______________________________ STATION INPUTS PERSON:_________________________________ AM SOP Top Office Performer

19. Targets AM SOP Top Office Performer

20. Transportation AM SOP Top Office Performer

21. Transportation AM SOP Top Office Performer

22. Processing AM SOP Top Office Performer

23. Processing AM SOP Top Office Performer

24. Processing - Automation AM SOP Top Office Performer

25. Processing - Automation AM SOP Top Office Performer

26. Delivery - General AM SOP Top Office Performer

27. Delivery - General AM SOP Top Office Performer

28. Delivery - General AM SOP Top Office Performer

29. Delivery - General AM SOP Top Office Performer

30. Delivery – City Routes AM SOP Top Office Performer

31. Delivery – City Routes AM SOP Top Office Performer

32. Delivery – Rural Routes / HCR AM SOP Top Office Performer

33. Collections AM SOP Top Office Performer

34. Retail Sales AM SOP Top Office Performer

35. Retail Sales AM SOP Top Office Performer

36. Security AM SOP Top Office Performer