IN FOCUS: BILLING & CREDIT MANAGEMENT WORKSHOP REPORT
BACKGROUND
Industry discussion leaders at the December 6th best practices workshop: YOU
vs Inefficiencies, tabled a wide range of induction and pre-induction issues
as they addressed the rising cost of interface with Canada Post. They delivered
best practices for dealing with current Canada Post processes, and led participants
in a positive discussion on a business model for interaction that would resolve
not just the symptoms but the root causes of inefficiencies and frustration.
Meaningful consultation and win-win impact were identified as key business
drivers. The industry churn created by the introduction of credit authorization
in September underscored this need.
Click
here to view Best Practices Workshop report.
Click
here to view industry concerns about credit authorization.
Ed Lanthier, Director, Credit Management, proactively tabled a proposal for an industry workshop January 26th, to deal with billing and credit management issues, as well as preview the Invoice Improvements Initiative.
NEW
Presentations and discussion at the January 26th workshop centered on three
main topics:
Background – Historical review of Canada Post payment policies and practices;
Review of 2005 key changes, including credit validation and on-line payment;
Preview: 2006 improvements.
Workshop Highlights:
Ed Lanthier reviewed the evolution of Canada Post payment policies and practices since its inception as a crown corporation, followed by a highly interactive review of the 2005 key changes. Workshop participants will receive a copy of this presentation because they participated in the discussion and can put it in context. NAMMU agreed not to generally release this background presentation because the basic premise of the workshop was to improve the present and build for the future. All participants had the opportunity to table their issues and concerns, many not in full agreement with the manner of evolution, however, all in agreement this workshop with NAMMU was a good first step. Ed Lanthier made this commitment at the conclusion of the 2005 Key Changes: “Your input will help drive and prioritize our billing and credit management changes.”
To promote a broader understanding of on-line payment ability with Canada Post, and the potential advantages for customers, an up-to-date presentation is included with this workshop report. Click here.
Questions, comments or concerns can be addressed to: executive@nammu.org
NAMMU will also arrange for direct contact with an industry partner(s) using
on-line payment to answer any practical questions about implementation.
Julie Mills, Director, Order to Cash Process Design & Improvement, presented the proposed 2006 initiatives, including account management enhancements. Click here to view the complete presentation.
The Process Improvement team wants to ensure improvements are focused on customer self-serve tools; order, billing, invoice and payment processes; inquiry resolution that will benefit the majority of customers or deliver a significant improvement to a customer segment.
NEXT
All impacted members are asked to take the time to review the proposals for
2006, then provide their comments and any additional ideas they have for consideration
on the YOUR
SAY form (click here to download) and FAX to: 416-977-4513 by February
23. You may also email it to: executive@nammu.org
The three additional topics agreed for workshops on December
26 will be underway shortly: RVU Processes and Practical Concerns; Customer
Relationship Issues; Sortation Proposal for high-low density.
