RMCtv : Grant McPherson Change is difficult, but it has to be done, and together

[POSTMAN]

Grant Says

Change is difficult, but it has to be done, and together

More efficiency and consistent quality will help us win back customers and bring us new ones, says chief operating officer

Grant McPherson is urging us to go back to basics after the business reported an adjusted operating loss of £419 million for our Full Year results for 2022-23 and a dip in our Quality of Service.

‘Quality and cost need to be balanced,' he said. ‘We can’t afford to throw money at the problem – we need to work together to change our culture and mindset.’

Speaking at a recent Village Hall session in London alongside other senior leaders, Grant believes attitude is everything.

‘It’s been a tough year for everybody. But the job doesn’t stop. We must win back our customers, and take a bigger slice of the parcel market’ he said. ‘At the moment, Amazon is currently top in terms of NPS for recipient customers according to the preferred carrier report. We can’t accept this. We need to be the first choice for both consumer and business customers.’

Grant says taking stock of what we’ve achieved is the first step in moving forward.

‘We conducted the biggest revision ever in the history of this business. Thank you to everyone who helped us deliver this. We must become more efficient and recover our Quality of Service. Doing this means we can attract more customers and generate more revenue to fund our business,’ he said.

Royal Mail has one of the biggest business-to-business sales forces in the UK but that doesn’t mean the monopoly, added UK sales director for Royal Mail and Parcelforce, Jon Nicholson.

‘Our customers want ‘green’, they want reliability, and they want quality. They want it all.

‘Most of all, they want an easy life. If we make things harder, they’ll go elsewhere and give their business to a competitor. We can’t risk that happening,' said Jon.

According to operations business office director, Mark Trowbridge, we need to get under the root cause of failures and understand the various issues.
‘Quality is fundamental to the growth of our business. We’re using data to support sites that are struggling and it’s working,’ he said. ‘It’s up to us to write the next chapter and lead the recovery.’

[dazzler123]

"and customers want their mail 3 times a week. Well, I didnt ask them, but i could see it in their eyes"

[FirstPost]

Customers don't want 'green' they couldn't care less. They want whatever they've ordered ASAP

[postieblueshirt]

‘We conducted the biggest revision ever in the history of this business. Thank you to everyone who helped us deliver this" THATS THE CAUSE of all your problems right there.

[tansorboy]

Why don’t they treat us as human beings? That would be a good starting point.

[chickenwittle]

Yeah I always check a companies green credentials before I order on line, it’s always the first thing I do . Why can’t they admit the biggest revision they’ve ever done is the cause of their poor quality and is the reason they are losing customers.

[olilew]

we need to work together to change our culture and mindset.’ attitude is everything.

It's you and yours that has bred this attitude and mindset! You've beat us into this culture. Work together? You never have and never will work with us. Just try to rule over us with a whip!

[BenacreNick]

Grant, take a look in the mirror to find the route cause of all your problems.

[Ad_bee]

We conducted the biggest revision ever in the history of this business. Thank you to everyone who helped us deliver this.

Did he mean to say "We fluffed the biggest revision ever in the history of this business. Thank you to everyone who helped us not deliver this. " ?

[pieoftheday]

What's this Village Hall bollox? And still comparing us with Amazon gets no one nowhere.good grief

[enskied]

We need to get under the root cause of failure.

Well that's everything you have done the last three years mate.
Now sort it.

[Jpro747]

”According to operations business office director, Mark Trowbridge, we need to get under the root cause of failures and understand the various issues.
‘Quality is fundamental to the growth of our business. We’re using data to support sites that are struggling and it’s working,’ he said. ‘It’s up to us to write the next chapter and lead the recovery.’”

No s**t Sherlock.

Why has it taken them this long to work it out? Why does a struggling company pay out vast salaries for someone on a bullshit title to tell them what they already know?

Unfreakinbelievable.

[sindba]

Efficiency efficiency efficiency.

Basically means we do more and more for less and lees, with ever crapper T&Cs. That's what these parasites mean by "efficiency"

[Jack1960]

No mention of the sick pay etc, so just as happy with it as the CWU hierarchy, no from me

[Haditup]

Amazon is a Marketplace which sells and delivers how is RM comparable?