Service-oriented - Die Schweizerische Post

Quality management
Swiss Post aims for quality. Each unit
knows that customer needs can be satisfied
only with products and services that
meet the highest requirements. A large
number of units are geared to the comprehensive
excellence model of the EFQM
(European Foundation for Quality Management),
which includes quality of management,
processes and results.
One example of approach is the Passenger
Transport business area, which is facing
growing competitive and price pressures
from customers (cantons and the
Confederation). PostBus Switzerland AG
uses the EFQM model in implementing its
strategy. It seeks not only to maintain a
high quality of operations but also to
continuously improve all of the company’s
activities. The results are analysed and the
company’s processes optimized. The aim
is for employees, customers, the owner
and other stakeholders of PostBus to
benefit from the high service quality.
Environmental management
The environmental management system
( 20) serves to reconcile ecological and
economic objectives within the framework
of Swiss Post’s environmental policy
( 22). It defines the processes, objectives
and measures, monitors attainment of
goals and underpins reporting.
We continuously adapt the environmental
management system to operating conditions.
As Swiss Post comprises a growing
number of subsidiaries, data input was
expanded from the parent company
to the entire Group in 2006. We included
the environmental impact of employee
commutes for the first time. For the future,
data input will need to be optimized
further – especially in the fields of transport,
where a growing number of external
service providers work on behalf of
Swiss Post. Owing to the heating periods
used for the data, the environmental figures
currently lag one year behind the
business figures. This will be adjusted in
2007.
Security management
Swiss Post takes appropriate security
measures to make a significant contribution
to generating credibility and trust.
The goals of our security management
system ( 23) are to protect the health
and lives of our customers, partners and
employees, preserve our tangible and
intangible assets, the goods, data and
information entrusted to us, and to safeguard
the functionality and operational
continuity of our company. We also take
appropriate measures to ensure rapid,
targeted intervention in the event of malfunctions
or incidents. Security is an integral
component of our corporate culture.
We systematically meet the statutory
security requirements and empower our
employees and their line managers to
make an active contribution towards promoting
security in their working environment.
As part of our security management programme
and against the backdrop
of avian flu and the related risk of a pandemic,
we developed a comprehensive
pandemic plan in 2006. The key business
processes were identified and then assessed
in terms of the possible impact of
a pandemic, and the contingency plans
developed by the units and subsidiaries
were updated accordingly. Possible protective
measures were evaluated for the
employees, and the necessary precautions
taken. Similar measures were taken to
provide for the danger of earthquakes
and other natural disasters. Swiss Post
aims to continue providing its basic service
even in the face of any such emergency.
Annual Report | Prudent
14 See also the “Service-oriented, Group” chapter, page 12.
15 See also the “Considerate” chapter, page 50.
16 See also the “Considerate” chapter, page 50.
17 See also the “Considerate” chapter, page 50.
18 The risk situation at Swiss Post in 2006 is described in the “Corporate
governance” chapter, page 73.
19 See also the “Innovative” chapter, page 36.
49
Read more online
www.swisspost.ch/ar2006links
11) Swiss Post’s environmental objectives
12) Climate change and political initiatives
15) Principles of leadership and cooperation
16) Swiss Post’s guideline on occupational training
17) Employment conditions for Swiss Post trainees
18) Being satisfied is not necessarily the same as
being motivated
19) Swiss Post’s environmental strategy
20) Swiss Post’s environmental management system
21) Risk policy
22) Swiss Post’s environmental policy
23) Swiss Post’s security policy
99) Figures for the 2006 Annual Report