Over the last 30 months, Worcester mail processing unit (MPU) has seen its engagement and efficiency scores soar to unprecedented heights.
Worcester MPU manager Glenn George, who has been in his current role for 18 months, said that previously, safety appeared to be a secondary measure.
‘Since the current management team took up their posts in 2016, our use of Worktime Listening and Learining sessions and daily huddles to emphasise the importance of ensuring colleague safety, has seen a 41% improvement in accidents on duty and an 11% improvement in road traffic collisions,’ said Glenn.
The team at Worcester are well informed on any changes that affect them and are fully involved in decisions to continuously improve.
‘Our display and measurement is the envy of the West Midlands with the performance boards updated each week to share with the teams,’ said Glenn. ‘The team are now interested in our performance more than ever and regularly ask questions and suggest where improvements could be made.
‘Further to this we now have rolling recruitment as vacancies were a particular issue within the plant and as a result, sick levels have reduced significantly.
‘We also listen to our teams with equipment provided when asked. As an example, we have introduced new high-capacity trolleys, anti-fatigue mats and sack trolleys as well as many plant improvements, which demonstrate that the business cares about the working environment.’
When asked what differences he has seen since implementing his action plan, Glenn said Tracked and customer complaints performance has shown a significant and continuous improvement over the past two years.
‘Engagement scores have shown unprecedented improvement, while annual leave has been brought under control with historic carry over addressed by filling vacancies,’ he said. ‘In addition, our efficiency has vastly improved over the last two years due to better indoor controls.’
Glenn said that listening to colleagues and acting on their suggestions is key to a successful team performance.
