Building on its world-class business model, World Courier kicked off the Center of Excellence (COE) initiative at the beginning of 2022. The program focused on standardizing and improving product workflows focusing on the New Hyde Park (NYC) station. There was significant variation in processes to deliver customer product that utilized the same packaging containers.
This variation had been observed in the inconsistent level of documentation regarding work instructions impacting team member training. The operational variation coupled with other factors resulted in a wide range of performance between stations leading to dramatic variations in customer satisfaction impacting financial performance. Business metrics and visual management to track current performance was not at the level to drive clear actions, identify root causes, and implement effective countermeasures limiting the opportunity for improvements impacting customer satisfaction.
The continuous improvement efforts driven by the COE initiative has dramatically impacted operational performance at New Hyde Park and made it one of the leading stations in the network. Continuous improvement is now becoming “the way we do work” at New Hyde Park and is the foundation to create the World Courier Way. The next step is to roll out the initiative to every station around the world.