First past the post

Syedain, Hashi
October 2007
People Management;10/4/2007, Vol. 13 Issue 20, p38
The article reports that communication was critical to transforming Royal Mail's human resource delivery, leading to improved customer service despite a challenging situation. Among the changes was a streamlining of jobs from dozens of grades to five job families. The big change was moving from a functional department to one with a customer service focus.


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