U.S. Postal Service

Paper Summary:

This paper examines briefly why the USPS is so focused on customer satisfaction and consumerism. It provides a history of the organization as well as a look at the future plans of the USPS.

From the Paper:

"The U.S. Postal Service (USPS) began creating and delivering value for its customers when the Continental Congress appointed Ben Franklin to be first Postmaster General (usps.com, 2003) in 1775. Of course, at that time, the United States consisted of a few eastern seaboard colonies, and the USPS was really the only game in town "and yet citizens in remote towns and villages were very pleased just to receive mail (value) from a man on horseback. As the years have gone by, the USPS is now a giant, serving 7 million customers daily through 38,000 postal outlets" which employ 750,000 people. The operating revenue for the USPS today, according to their Web site, is $68.8 billion and the USPS boasts that 3 of their 6 product lines would qualify as Fortune 500 businesses ("correspondence & transactions," "business advertising," and "expedited delivery")."

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