Faced with negative performance indicators and results over some years, Post Denmark, the Danish Postal organisation, used the principles, tools and techniques of Total Quality Management (TQM) and the Focussed Self-Assessment concept to concentrate improvement processes on the vital few opportunities for improvement. A Focused Self-Assessment questionnaire was first developed and used in 1997 and revised to a 99 statement questionnaire in 1999. All managers at levels 1 and 2 were invited to par...

BPIR Categories

8.2.4 Leadership relationships with suppliers and partners
14.1.4 Gather and integrate performance data.
14.3.2 Implement an improvement approach/method/technique
14.1.6 Communicate and use analysis findings

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