Susan
Susan has over 10 years' experience in the postal industry worldwide. She is a qualified management accountant and specializes in delivering value in strategy and commercial projects. Susan leads PA's Global Postal Industry Group.

Susan's insight: "As the market opens up to competition, postal operators need to develop the products and services that are relevant to the 21st century. The opportunity is there, but to unlock it will require real innovation."

Tony
Tony has almost 10 years’ consulting experience and has worked for a range of clients, primarily in the postal and defence sectors. He has helped clients address issues related to performance improvement in operations, managing mobile and networked physical assets and the design of logistics networks in support of field maintenance operations. Before moving into consulting, Tony spent several years managing international logistics operations. He is a qualified management accountant.

Tony’s insight: "In a world where mail customers have a wider choice of communications media than ever before, postal operators’ ability to deliver a quality service is key to maintaining the viability of their products. This, combined with the increased regulatory pressures in the industry, makes it vital for postal service providers to align their processes and performance management systems to relevant, product-specific quality-of-service targets."

Charlotte
Charlotte has nearly 10 years' experience in the postal industry and has led a number of major organizational change projects, including outsourcing, sourcing joint venture partners, downsizing and behavioral change.

Charlotte’s insight: "Postal administrations currently have huge fixed-cost networks. There is great scope to think creatively about how to take these forward: technology can reduce costs by radically re-engineering processes and enabling new products, but we should also be focusing on new ways to deliver value to customers from the physical networks that already exist."

Michael
For the last five years Michael has helped the world's leading postal organizations in developing and improving their logisitic infrastructure. Michael has extensive experience and insight in using leading analytical methods such as discrete simulation, process modeling, data modeling and data analyses for logistic system and supply chain performance improvement.

Michael's insight: "Over the last decade postal organisations have invested heavily in automating mail sorting processes using tailored product-specific equipment. The challenge over the next decade will be to realize the full potential of this investment with major changes in the product and service mix."

Brad
Brad has spent the majority of his career in the postal industry covering a number of disciplines such as project and change management and commercial policy. He is an experienced people manager and his track record includes market analytics and strategy planning as well as knowledge management and process improvement.

Brad's insight: "Post is a simple idea made complex by inevitably diverse customer expectations. A key challenge for mail operators is to understand which expectations are fundamental - to which product and service design must respond in order to succeed against alternative suppliers or alternative methods."

Aya’s insight: "Everyone talks about the threat of e-substitution to the postal sector. What we should be concentrating on are the opportunities e-commerce is bringing to the industry, such as fulfillment."

Tom
Tom has over four years' experience in the postal industry sector leading teams in operational performance improvement, project management and project deployment. Tom has been closely involved in industrial relations management and negotiation in the context of delivering organizational change.

Tom's insight: "As the market opens up, the initial proliferation of service providers will consolidate down to those that can offer the customer tailor-made solutions with sufficient flexibility to meet their changing operational requirements. The increase in customer choice will also raise the expected standard for quality of service, and successful players will need to ensure their networks can deliver under pressure."

Jonathan  
Jonathan has over 10 years' experience in the international and UK parcels and postal markets. His experience covers commercial strategy, marketing, CRM, performance management and process improvement. Formally qualified in Marketing and IT Jonathan has led major change programmes both in the UK and across Europe.

Jonathan’s insight: “Delivering customer value is paramount as the market becomes increasingly competitive, and the desire and flexibility to meet customer expectations will determine who wins. The extent to which a supplier can add commercial value and integrate into a customers value chain will be critical to success.”