Course:   International Project Arrow Appreciation Programme for Quality Management

Context: India Post has been imparting training programmes in the past to the postal personnel of African Conference on various postal operations and postal management issues. During the year 2009 and 2010, programmes on Leadership and Executive Development were conducted at Postal Staff College India in which many participants from different African countries participated. In these programmes, the case study of successful implementation of Project Arrow was discussed, which was appreciated by all participants. Further, consequent to these programmes, there have been several requests from Nigeria, Kenya, Tanzania and other countries in Africa to provide training to their personnel on postal operations and postal matters. In the India Africa Forum Summit 2011, held in Addis Ababa, Ethiopia, it was decided that India Post will conduct training as there is a great desire to enhance the Postal System and connectivity in Africa especially in the rural areas. International Project Arrow Appreciation Programme for Quality Management is the first training programme in the series.

Objectives:

(i)    Know the focus areas for managing operations in a Post office efficiently.

(ii)   Identify the Key Performance Indicators for ensuring quality of service.

(iii)  Identify customers, their requirements and ways and means to meet customer expectations through services of the Post Office.

(iv)  Make an action plan for change and monitor the progress as per the Action Plan.

(v)   Develop themselves as an effective leader of the Post Office team.

(vi)  Adopt the principles of Project Arrow experience of India Post in developing the Post   Offices in their countries