Progress in the Competitive Agenda in the Postal and Delivery Sector
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Progress in the Competitive Agenda in the Postal and Delivery Sector

Edited by Michael A. Crew and Paul R. Kleindorfer

Regulation continues to be an important issue in the postal and delivery sector of the global economy. This latest volume of the series covers progress made in the competitive agenda in the industry. It is global in scope and addresses topics of great importance to scholars and practitioners of postal regulation and public sector economics.
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Chapter 22: The IPO as a Driving Force in the Change Process

Peter Koppe, Christian Bosch, Silke Hömstreit and Stefan Pohl


Peter Koppe, Christian Bosch, Silke Hömstreit and Stefan Pohl 1 INTRODUCTION There are three main influences affecting the business of postal operators (POs), namely privatization, liberalization and electronic substitution. In order to be successful within this changing environment, the challenges to be faced are: greater efficiency, increasing flexibility and stronger customer orientation. Coming from being a public authority infused with bureaucratic overtones, Austrian Post, like other POs in Europe, successfully made the step towards process orientation by implementing new cost accounting systems, streamlining distribution channels and understanding the relevant mail streams. Now, the Austrian PO is facing the next challenging step, which is developing a strong culture of customer orientation. The positive perception of the company by different stakeholders – shareholders, customers and employees – is a key success factor in this ongoing change process. Change management is a crucial topic for most companies. In postal organizations, major changes are needed. Theoretically and in most cases applied in practice, the change process is started with various ‘kick-off events’ to increase the involvement of employees. Sometimes an exogenous occasion can also stimulate the change process. In the case of Austrian Post, its initial public offering (IPO) as the third European postal organization listed on the stock market provided new impetus for the change process. The chapter proceeds as follows. In Section 2, the historical roots of the IPO and the challenges that led to it are traced. Section 3 discusses the importance of customer orientation for future...

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