10 PRISTINE IN THE POTTERIES Focus on our Stoke depot

5 CONTRACT SUCCESS New business secured

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Meet our award winner

Wakondya Matiku

Employee of the Year

PFW News May 201202

MY VIEW A CHANCE TO SUCCEEDWe have seen some very significant

developments recently that will help us.

A number of key building blocks are now in

place. They are:

1. the pension solution

2. fixing our balance sheet

3. a new regulatory framework

4. charging a fair price for the work we do.

Our historic pension deficit was a huge

financial burden. As you know, the

Government has now had the go-ahead from

the European Commission to take on most

of the Pension Plan’s liabilities and fix our

balance sheet. You received a home mailing

with more details.

Ofcom has announced a new approach

to postal regulation. The previous rules

prevented Royal Mail from competing on a

level playing field with other companies, but

now we have far more commercial freedom

to run Royal Mail our way.

You know we have announced stamp price

rises. No-one likes to increase their prices

when the economy is so tough. But the high

quality of service we provide has to be paid

for and Ofcom has said the Universal Service

was at risk.

While our financial health is now better,

there is much more to do. We expect mail

volumes to continue falling. We must push

ahead with modernising our operations to cut

costs faster than the decline in our revenue.

Royal Mail Delivery offices which have

successfully changed the way we deliver

mail have made significant savings by

working more efficiently. We have to

achieve this high performance across all

of Royal Mail. While I know that change is

often very difficult, we must address the

significant variation in performance across

the business.

OUR TIME TO SHINEThe Olympics are now less than 100 days

away. We have been getting ready for

the Games for some time. We should not

underestimate the scale of the challenge

caused by transport disruption. We will be

doing everything possible to mitigate the

impact on our customers.

We will be celebrating the amazing

achievements of Team GB gold medal

winners with special stamps. It will be the

first time any nation has used shots of the

winners in action and issued the stamps the

next day.

We will also be the first postal

administrator whose country is hosting the

Games to issue a set of stamps to celebrate

the start of the Paralympic Games. Royal

Mail has a proud past of celebrating major

sporting events in the UK. I hope we are in

for a busy summer printing lots of stamps.

Moya Greene, chief executive officer, Royal Mail

Moya Greene, chief executive officer, Royal Mail

WE WANT YOUR STORIES!Freephone: 0800 083 9155. It’s free, so there’s no excuse! Just let us know what the story’s about and who to contact. Email: jonathan.schofield@beetroot.co.uk. We don’t need the whole story, just the basics and a contact name and number so we can find out more. Write: PFW News, beetroot, 68 Leonard Street, London, EC2A 4QX.

Contact Moya through Just Say it. Email justsayit@royalmail.com or write to Just Say it, Freepost

GET IN TOUCH WITH MOYA

Building for our future

There’s a lot going on across Royal Mail Group at the

moment which will help shape our future. Here interim

managing director Gary Simpson talks about the

group strategy and our plans in Parcelforce.

Since I’ve been back in Parcelforce, it’s been a busy

time both across the group and in Parcelforce, with

some significant announcements and progress as we

build for our future. It’s really important that everyone

knows what our strategy is and the role we all play in

helping to deliver it. At the start of April, all colleagues

were briefed on our group strategy which is to be the

best delivery and media business in the UK.

There are three parts to achieving the strategy;

and growing our parcels business is a fundamental

element of the ‘driving profitable growth’ section.

Talking about Parcelforce

recently, Moya said we play a

crucial role in the future success

of Royal Mail Group which is

why we’re the focus of major

investment. We have a very

strong brand and one of the highest customer ratings

in the market which we should all be very proud of.

You are all doing an excellent job in a challenging

and changing market and we have a great

opportunity to build on

our success and grow.

We’ve made exciting

progress with our

expansion plans which

have now been approved. We’ve purchased the land in

the north west where we are going to build our second

hub, and have started the first part of our recruitment

for more sales colleagues, and

have kicked off a telephone

sales trial.

Now the overall group

strategy is clear for everyone,

we will be talking to all colleagues about the 5 year

plan within Parcelforce and how it all fits together to

support the group.

Moya has said Parcelforce will be the best delivery

company in the market and has a very strong future,

which is very good news for all of us. Everyone has

a crucial role to play in our future success, and we

influence it everyday by ensuring we maintain our high

quality of service and great customer experience.

Keep up the great work. GaryPFW News May 2012 03

An update with Gary Simpson

≥ 20 March – State Aid approval given to transfer historic Royal Mail pension liabilities to the government and new pension solution agreed≥ 27 March – Ofcom announces new regulatory framework and new stamp prices announced≥ 31 March – Post Office Ltd separated from the Group and became a sister company of Royal Mail

Delivering the goods for customers…We’re extremely proud to have one of the highest customer ratings in our market. Delivering great customer service is at the heart of everything we do and it doesn’t go unnoticed by our customers. Here’s just a few examples of some of the excellent feedback we’ve had about our colleagues.

NICK ANSCOMBE, ADMIN TEAM NOTTINGHAM

“I thank you for all your help and personal attention. You were extremely courteous and patient and it was a pleasure dealing with you. You are indeed an asset to your institution and I hope you will forward this e-mail to your supervisor/manager to be kept in your personnel records as a customer’s recommendation for your excellent attitude and professional demeanour!”

NIGEL MORRISON,DEESIDE ADMIN

“Thank you so much for all your help and advice yesterday re. my missing ‘undelivered’ violin. You were very efficient and friendly and are a credit to Parcelforce.” SEAN MCLEOD, NORTH WEST LONDON DEPOT

“Your company is the first delivery service that have been able to help me… I will definitely be using Parcelforce again, this is my first experience using your service and it is FANTASTIC.

“Thank you so much for being able to give me alternative options rather than just saying no… I am delighted and it has made my day a lot less stressful.”

1. BE BRILLIANT AT THE BASICS

2. BUILD A COMMERCIAL FUTURE

3. DRIVE PROFITABLE GROWTH

Depots across London have been making plans for maintaining service during the Olympic and Paralympic Games.

With over a million people expected to visit the Olympic Stadium in east London, and many thousands more going to the other venues dotted around the capital, it will be a challenging time.

“It will have a huge effect on how we deliver and collect during that period,” said Steve O’Connor, operations manager for London Central depot, who is leading the London Olympic planning team.

“We’ve been working with Transport for London (TfL) since last summer, and we’ve had meetings with the Games Organising Committee. We’re planning based on where the venues are and also the Olympic road networks. We’re trying to maintain our high service levels and make sure staff can get to work.”

In addition, 265 extra staff will be recruited across the five depots in all departments for the

duration of the summer’s sporting extravaganza.

“We’re taking on the same resources we would for Christmas in our quietest period of the year purely to maintain service,” said Steve. “There will be extra customer service and night staff, drivers and driver’s mates, who will be assisting the drivers because there will be road

restrictions such as suspended parking and closed roads.

Steve is totally confident that the planning team’s diligence will mean no drop in service.

“Every depot has day-by-day plans of how the route structure looks for collection and deliveries, and they’re all reviewed on a regular basis as changes happen or we get extra information. I’m confident that we should maintain service during this period.”

Manchester is celebrating again after winning the Screwfix quarterly award for the second time in three years.

The accolade was awarded to one of the drivers Steven Marland after a customer contacted Screwfix to express their thanks for such a speedy delivery.

Cheryl Bates, carrier supervisor for Screwfix, said: “It’s great to present this award to Parcelforce Manchester, which came about as a result of a

customer phoning us to describe what a great service they had received. Well done to Steven and his team.”

The order contained 39 radiators which ranged from 18kg to 42kg, which were all delivered before 10am.

Dave Atherton, depot manager for Parcelforce, said: “I’m really pleased to win this award for the second time. It’s a great boost for the whole depot to be recognised again by Parcelforce’s largest customer.”

DOUBLE DELIGHT

PFW News May 201204

Olympic movementHave you checked out our dedicated Parcelforce page on myroyalmail.com yet? Click on the Parcelforce link on the myroyalmail.com homepage to learn about the different areas of myroyalmail. It’s packed with lots of great information for colleagues. myroyamail also has all the latest colleague offers including:≥ Discounts at

No1Brands4You≥ Great deals on car

insurance≥ Home insurance

discounts≥ Special rates for

midweek retreats across the UK

≥ Health and sports club discounts.

READ ALL ABOUT IT

Speedy delivery and customer care secures another accolade

From left to right: Julie Walsh, Screwfix; Lee Addison, Delivery Manager; Steve Marland, Driver; Dave Atherton, Operations Manager; Sarah Cornelius, Account Manager and Phil Wood,Delivery Manager

Parcelforce Worldwide has won a major new account with Ingram Micro, the largest wholesale provider of technology product in the world.

The multi-million pound deal, which will involve delivering 1.2 million parcels per year to business and residential addresses, was secured after several weeks of secret negotiations. The account was previously held by Citylink.

“Parcelforce has pitched for the business a few times over the years but never got close,” said Martin Ward, Partnership Director.

This time was different, Martin believes, because of preparation work done by Parcelforce to illustrate to Ingrams that they could provide an improved service.

“Very early on we did a scoping exercise on the key factors to go live,” he said. “This enabled Ingrams to see how the shift of operations would work, and our analytical work enabled us to work in a number of savings, such as the benefit of giving

us traffic earlier in the day.”The challenges did not end when

the contract was finally won. “This was a most unusual contract

because normally you’re given four to six weeks to implement, but this was four days,” said Martin. “We only succeeded because of the strong working relationship we had with the Ingrams team.”

The Ingrams team worked long hours to put the new systems in place, an effort matched by teams across Parcelforce, some of whom worked into the early hours of the morning on the day of go live. Transition and rollout were achieved without any problems.

“We won the business because of the relationship we built,” said Martin. “The devil is in the detail and the additional work. It proved that we’ve got a well-run network. Others are losing cash and need major operational and commercial changes, but people now view us as a safe pair of hands, a secure operation that they can rely on to deliver the product.”

PFW News May 2012 05

UPS reached an agreement to buy TNT Express last month in a £4.4 billion deal. The combination of the two companies will create a global leader in the logistics industry, with annual sales of £37.4 billion and 475,000 employees worldwide.

Hermes UK has taken delivery of eight double-decker trailers in a bid to reduce carbon emissions and save £400,000 a year in its trunking operation. The company said they could cut mileage by 684,000 miles each year.

DPD will be offering free carbon neutral shipping to customers from July. Known as Total Zero, the commitment will cost parent company GeoPost about £4.2m a year Europe-wide. DPD will offset carbon emissions produced by the 2.5 million parcels it carries per-day, at no extra cost to the customer. City Link’s losses for 2011 increased more than 200 per cent compared to 2010, down £21.7m to £31.3m for the year. Despite stabilising its customer base, the company has lost 20,000 customers over the past four years.

Yodel is planning to sell back and lease several depots to raise funds following its purchase of DHL Express. The company is starting with two hubs, one in Hatfield and one in Wednesbury, which both generate just over £2.5m a year in rent.

We keep an eye onthe competition

Want to know more? Go to the competitor page on the Parcelforce intranet under sales

The devil’s in the detailPreparation set the scene for massive contract win

“WE WON THE BUSINESS BECAUSE OF THE RELATIONSHIP WE BUILT”

PFW News May 201206

Efforts to improve customer reception areas at our depots have been recognised with two special Parcelforce awards.

New marketing materials were sent out last October – as featured in February’s PFW News – in a bid to improve sales.

Following a review of reception areas across the UK, Gatwick depot has been named as Best Depot Counter Marketing Display while Birmingham scooped the Most Improved accolade.

René Menzel, national retail channel manager, said: “We were very pleased with the way that all depots embraced the new material. There was a great initial response and we are delighted with Gatwick as they made an exceptional effort with their display area, and also with Birmingham as they made great efforts improving theirs as well.”

With support from Screwfix,

both depots were presented with a certificate and £100 to spend at Screwfix.

René, who presented the award to Gatwick’s admin manager Rob Burns, praised Screwfix for its support and Cleveland’s Parcelforce depot who helped with the development of the reception material.

“We’re looking forward to developing further material and working with depots to improve display areas over the coming year,” said René. “This has had a great impact on depot sales and the customer experience, and the results are really positive.”

GATWICK SOARS TO SUCCESS

The diligence of staff from across the business put paid to a prolonged spate of parcel thefts from the North West London depot. Concerned at the level of losses, the depot team set up fortnightly sessions with compensation manager Sinead Clyne.

“We analysed loss data in order to understand every single loss claim and recognise any patterns,” said Sinead. “We were then able to target any areas of leakage. This was

shared with the security team.” The security team placed

a parcel into the system and monitored it through the Pipeline. It failed to reach the address on the label, but was instead traced to the home address of a night sorter at the depot.

The security team contacted the Thames Valley police, who

arrested the night sorter and searched his home. The search uncovered a large quantity of empty packages, the majority bearing the delivery labels enabling identification of the recipient and the sender.

“In my time as an investigator I have never seen so much evidence of crime in one location, the whole place was like Aladdin’s Cave,” said Martin Haver, investigation manager, national crime team.

The identifiable contents were worth approximately £80,000, with a number of items not identifiable. The sorter and a driver who was acting as his accomplice pleaded guilty at court and were sentenced to 21 months in prison.

Operations manager Chris Comben said: “It was magnificent to see everyone’s hard work come together. It is clear that when everyone pulls in the same direction almost anything can be achieved. It has made such a positive difference to the depot and the way it now looks at all losses.”

“It was magnificent to see everyone’s hard work come together”

Two depots have been rewarded for upgrading reception areas with new marketing materials

“THIS HAS HAD A GREAT IMPACT ON SALES AND THE CUSTOMER EXPERIENCE”

Joint security area

Congratulations: René Menzel (left) and Rob Burns

ACTON HEROES

PFW News May 2012 07

Everyone was in a celebratory mood at this year’s Parcelforce Sales Conference following another successful year.

The event, held in March, was a chance to reflect on the achievements and reward staff who excelled.

“We called the conference ‘From good to great’ as that encapsulates where we are and where

we’re going,” said Karen Lawley, head of national sales. “2011 was a very good year but we’re aiming for even greater things this year and there is no reason why we shouldn’t achieve this.”

An additional 20 people are set to join the telesales team and a further 20 will be added to the field sales team by the end of the year.

Debbie Ashtonkey account managerIan Hobsonfield account managerMichael Routh desk based account managerKaren Boaler retail development managerVicky Moore new business executive

Carl Causbrook new business championSteve Sturges new business international salesKevin Pilbeam telesales agentLisa Humphries commercial person of the yearMidlands area sales team of the year (pictured)

SALES AWARDS – THE WINNERS WERE:

When mechanical failure struck our London North West depot just 10 days before Christmas it was all hands to the pump to ensure every parcel reached its destination.

At 6am on 14 December operations manager Chris Comben held an emergency meeting with night shift manager Abid-Hussain-Khan, area general manager Mark Keleher and delivery manager Mike Harrison.

With 18,000 deliveries due to be made a manual sort was quickly set up as part of an emergency

plan while electrical contractors tried to find the fault.

Managers and drivers worked long hours to deliver the backlog and thanks to the team effort the depot was back on track by 19 December, and by Christmas Eve the depot was completely clear.

Chris told PFW News: “I’ve been in this business for 26 years and it’s one of the toughest times I’ve ever experienced but we made it. I’m so proud of the team.”

Sales success

Sorted: Driver Kamal Makkar and the team performed brilliantly when mechanical failure struck

08 PFW News May 2012

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6TimWilliams–SeniorHRbusinesspartner 7BobShields–Headofcommercialoperations

09PFW News May 2012

1 PETER FULLER Operations director and health and safety board chair “Safety is our priority in the business. As a board we have a very stretching action plan and part of our role is to make sure that everyone in the business understands the plan and their part in it.

“Activity against the plan is reviewed every month, and the Health and Safety Team makes recommendations either to improve results or to take further specific actions. It’s important that everyone makes health and safety part of their day-to-day conversations, rather than just sitting down and viewing it just once a month or once a week when they look at their KPIs.”

2DAVID BUTLER

Health and safety manager “I’m the full time health and safety specialist on the board. My team reports to the board on what is happening around the business and supports implementation of health and safety initiatives. We are working to influence the culture of the organisation from the top. Safety culture doesn’t change unless everyone is bought in to the need for improvement and is proactive in ensuring that improvements really happen.”

3SUE TURNERHead of HR “Each month we start by reviewing our performance, number of accidents, where and when they took place, and any particular issues or trends. Really understanding the causes of accidents is key to reducing the risks and preventing re-occurrence.

“Our safety plan links directly to Royal Mail Group’s top priority – staying safe at all times. While the board itself is a fairly small group, we aim to involve as many people as possible across the business in improving safety.”

4EANN DOULLHead of hubs (interim) “The board always starts with a review of performance so that we understand what is happening in the business and what impact our activity is having. Additional plans are then developed for any areas where we are under-performing.

“We are passionate about helping people to be responsible about their safety and their environment so we make sure that the actions are sensible and are achievable.

“We constantly review our health and safety KPIs and take action immediately to cover any shortfalls.”

5FRAN BAKERHead of operational development “The board is made up of people from various operations areas and HR. Having that cross-section of people is crucial in making sure that what we discuss and recommend is relevant and sensible.

“The board works to understand the key risks in our business and put together actions to reduce our exposure. The health and safety team supports the hubs, areas and also HQ to understand what needs to be done and to have the confidence to take action.

“We also look at what other companies in the industry are doing with safety – they could be doing something we should be looking at.”

TEAMTALK

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THE PROTECTORSThe Health and Safety Board evaluates safety performance across the business, and ensures that all plans and practices are up to date and effective

10 PFW News May 2012

“I love the atmosphere here, it’s always very positive, even when I come in at 5.30am,” said collection co-ordinator Linda Woodall. “I was made redundant 12 years ago and one day saw a Parcelforce van and thought I’d apply, and I’m glad I did. I meet the night team when I come in and then make sure the drivers have their keys and secure items. It’s constantly busy but I get to unwind by going jogging during the week and escaping to our holiday home in Wales.”

WHAT AN ATMOSPHERE

FRESH AIR “Being out on the road and responsible for a route is a bit like being your own boss,” said driver Arran Harvey. “There’s no-one on your case, as long as you do a professional job, and it’s even better now we have moved. There were a few scrapes and bumps on the vans as we had just inches to manoeuvre in the old depot, but it’s a breath of fresh air to come here in the morning and we’re so happy the company made the move.”

BRILLIANT STAFF “In the current economic climate the boost of confidence this new depot investment has given the staff has been fantastic,” explained depot manager Darren Willett. “It’s a sign that the business is doing well and gives us the capacity to expand our operation long into the future. From my point of view we can now execute our work much more efficiently and to a much higher standard. “The transition from old depot to new – which took place over one weekend – was handled brilliantly by the staff.”

STOKE-ON-TRENT

DEPOT FOCUS

Stoke’s new depot which opened this year has been a breath of fresh

air for Parcelforce staff

11PFW News May 2012

Mark Smith, driver“Getting in and out of the depot is now a pleasure. It’s so much quicker as the old depot was very cramped. This saves a great deal of time and means we are far more efficient now. I can load up and be out on my route by 7.10am, whereas I used to get away about 8am before.”

Calvin Hemmings, driverCalvin, who joined Parcelforce 20 years ago, said the move had brought numerous benefits for the team in Stoke. “There are the obvious things like a nicer environment, cleaner facilities and ease of use but for me the most important change has been the benefits and improvements to safety.”

PRESSURE’S ONAfter tours of duty in Afghanistan, Iraq, Northern Ireland and the Falklands with the British Army, customer service agent and Port Vale season ticket holder Charmaine Kirkland said the transition to Parcelforce was perfect. “It’s almost identical – the discipline, the camaraderie, even the holiday entitlement, so I felt at home as soon as I joined 18 months ago. Now we’re taking calls from around the country, the pressure has increased but it’s actually a much more interesting challenge as we deal with all sorts of customers and issues across the UK.”

HAPPY TIMESBefore joining Parcelforce Mark Berry worked as a chef in Gran Canaria for 10 years. “The recession hit the holiday market so I thought it was time to come home and change careers,” said Mark who trained in the Learn As You Go (LAYGO) scheme before developing his career at the depot. “The great thing with this role is that I get to work across all sections of the business, so I’m gaining a broad knowledge of how we operate. Things are going great at this depot and I’m planning to become a collection and delivery manager in what I hope will be a long and happy career here.”

65employees

4,700parcels delivered per day plus…

2,800 collections

1 weekend to move depots

STOKE-ON-TRENT IN NUMBERS:

“He is one of the most polite, well-mannered people I’ve ever met. He’s every manager’s dream. He comes to work smartly dressed, clears his route on a daily basis, and has never failed a timed service or collection. I’m very proud to have him with me at Charlton. He makes my job so much easier, and dare I say it, enjoyable.”Stuart Poole, Charlton Depot Manager.

HIGH PRAISE

PFW News May 201212

Dedicated to his job, respected by his colleagues, and always smiling – driver Wakondya Matiku is our Parcelforce Employee of the Year.

Wakondya, based at the Charlton depot since joining Parcelforce in 2009, scooped the accolade ahead of finalists from across the country during a prestigious awards ceremony last month.

“It was unbelievable, I was completely shocked when I heard my name,” said Wakondya. “My wife who was with me at the ceremony burst into tears when I got the award. It really is a privilege for me to be recognised like this.”

Wakondya’s dedication to

his job was not even dented when he experienced a terrifying ordeal last year.

Two days before Christmas he was attacked and assaulted by a gang while working. Despite this, after making his statement to police, he got straight back in his van and finished his deliveries.

“I didn’t want to let anyone down,” he explained. “It really shook me up for a while and took a bit of time to get my confidence back but I just had to remind myself that for two years I’d never had any trouble, and I love my route and my customers. I’m very proud to work for Parcelforce and I hope to have a long and happy career here.”

CREAM OF THE CROP

PFW News May 2012 13

There were nine other regional finalists up for the national award. Here’s some of the excellent feedback they received from their colleagues:1 Steve Mercer, collection and delivery driver, Liverpool “Fantastic quality of service, outstanding productivity performance and a great attitude.”2 Karen Stoddart, customer service provider, Newcastle “Always professional, well-mannered and friendly – Karen’s work is of the highest standard.”3 Richard Mills, pre-briefer, Belfast “With his ‘can do’ approach and easy-going personality he’s one of our unsung heroes.”

4 Alan Buckman, collection and delivery driver, Welwyn Garden City “Alan is brilliant at what he does. He’s extremely helpful and is always positive about the day ahead no matter how challenging it may be.”5 Malcolm Hulme, collection and delivery driver, Bristol “Malcolm is not just a true professional when it comes to customers, but also a big character around the depot and he always lifts the mood.”6 Lisa Vass, customer service provider, Oxford “Her energy is boundless and she is driven to achieve results.”7 Alistair Nicoll, collection

and delivery driver, Edinburgh “He will switch routes at the drop of a hat to improve the depot performance and ensure our high quality standards are met.”Deborah Eagle, customer service provider, Shrewsbury not pictured

“She’s been the cornerstone of the administration department, which becomes blatantly obvious whenever she is away from the depot.”Angela Mercer, hub operative (export), International Hub not pictured

“Angela lives and breathes the business and in addition to her great work she still finds time to lift the spirits of her colleagues.”

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THEREGIONALFINALISTS

6 “HER ENERGY IS BOUNDLESS

AND SHE IS DRIVEN

TO ACHIEVE RESULTS”

On the roadEric Appleby, customer service manager for South Central, will be buckling up in his convertible TVR sports car in August to take part in the Rally for Heroes (R4H) – a European odyssey to help raise £100,000 for wounded soldiers returning from Afghanistan.

“I’ve never been involved with the Armed Forces,” said Eric, who joined Royal Mail 29 years ago. “It’s impossible to comprehend exactly what a tour of Afghanistan actually means. You see reports on the news and documentaries, but if I can raise some money, while doing something I love, that will be great.”

Eric will set off from the Top Gear track at Dunsfold on 18 August for the week-long journey through

Western Europe, including visits to Le Mans, Monaco, the Stelvio Pass in Italy and Germany’s iconic Nurburgring race track.

All entrants pay their own costs for fuel, accommodation and ferries so that every penny raised is split between Help for Heroes and the Royal British Legion.

“I’m hoping all my colleagues will support this worthy cause to help the families of those who have bravely fought overseas,” added Eric. “I’m aiming to personally raise at least £1,000, so even the smallest amount will make a difference.”To donate to Eric’s charity effort and to follow his journey online go to http://uk.virginmoneygiving.com/EricAppleby

PFW News May 201214

30 YEARSJARRED HART, Birmingham

20 YEARSMIKE BATT, Milton Keynes CHRISTOPHER HENSHALL, Stoke-on-Trent GEOFFREY LOVE, Cambridge BRIAN TIMSON, London

10 YEARS VINCENT BEISTY, ManchesterPAUL BRIDGE, ChelmsfordROBERT CLAIR, Liverpool PETER COX, LiverpoolPAUL DEWHURST, Preston STEVE GILBERT, LiverpoolWESLEY GRIFFIN, LeicesterTARA HILL, Cambridge

BESNIK HOXHA, LondonJOHN JOPLING, Wakefield STEPHEN MITCHELL, Middlesbrough PETER MOLLOY, London HUGHIE ROOKE, Norwich ROYSTON WADELEY, GloucesterDAVID WINTON, PerthMALCOLM WOODS, Liverpool

LONG SERVERS Congratulations to everyone who achieved a long service milestone recently

Cherished: Eric and his TVR

In the hot seat

What’s the best part of your job? Being able to make a difference and see the results of your actions.

And the worst?Not always having the resources to do the job as well as you want to.

What’s the most important lesson you’ve learnt?The key thing is not to spend too much time worrying about pointless matters. Some things are worth fighting for but so much more isn’t, so just focus on what is.

What are your interests outside work?I used to watch West Bromwich Albion and play crown green bowls, but these days I’m a very happy armchair sports fan.

What three words best describe you?Stubborn, determined, direct.

What are your three pet hates?Uncaring people, rudeness and laziness.

What’s on your car stereo at the moment?Adele.

What are you reading? Peter Kaye’s second autobiography.

What would you be doing if you were not working for Parcelforce?

Working for myself as a logistics consultant.

Who would be your ideal dinner party guests?Cyril Regis, Laurie Cunningham and

Brendan Batson (iconic West Bromwich Albion footballers).

Peter Shufflebotham, operational planning manager, Stoke depot

Turn to page 10 to read about Stoke depot

PFW News May 2012 15

Prize Sudoku

Drivers take to two wheelsBritain’s toughest cycle challenge will see two Parcelforce colleagues exchanging their driving seats for bike saddles in a bid to ride 900 miles for charity.

Romford depot drivers Alan Hartshorn and Scott Eaton are currently putting in the miles in preparation for their John O’ Groats to Land’s End bike ride, to raise money for Saint Francis Hospice in Essex.

Known as ‘Team End to End’ they will be backed up by driving colleague Shaz Nazir in a support vehicle.

“It’s a pretty daunting task,” said Scott. “It’s one thing riding 75 miles for one day but getting up day after day, for nearly two weeks, to ride that distance is an

entirely different challenge and it’s going to be tough.

“I started cycling to work last year and that’s when Alan came up with the idea of taking on the challenge and we decided to go for it.”

The pair aim to finish the 932-mile journey in two weeks when they set off on 1 September.

Team End to End’s fourth member is driver Andy Coultrup who is the official photographer, logistics and sponsorship officer.

“I’m not mad enough to do the ride myself but I was only too happy to help support such a great effort for a fantastic charity,” he said.To sponsor the team and follow their training go to www.teamendtoend.com

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COMPETITIONCongratulations to Kevin O’Donnel from Redcar, who wins last issue’s Sudoku puzzle. £50 of Love2Shop vouchers are up for grabs this month.

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FEBRUARY SOLUTION

PFW News May 2012 16

HELENWYLDE

LAST WORD

Our new director of sales and marketing on why the customer comes first

Since she joined Parcelforce as director of sales and marketing at the beginning of 2012, Helen Wylde has been focusing on Parcelforce’s future. She likes what she sees.

“I think it’s a great time to join the company,” she said. “We are now probably at the lowest point of the recession, and hopefully there is not much lower the economy can go. So the future has to be all about growth, and many UK companies already have very exciting growth plans for the next five years that they have been sharing with us including significant ambition in many cases for global export growth.”

Parcelforce is not alone in planning for expansion, but Helen believes that fewer companies are on a firmer foothold.

“We’ve got a fantastic operation and professional dedicated people, we just need to keep the customer at the centre of our thinking.”

Helen targets online and international services as the key areas for expansion.

“We now have an opportunity, with investment, to become truly great. We need to be clear about what we are aiming to achieve, keep our proposition really simple and focus on the customer.

“I’ve been looking at what customers want, the services we currently offer, trying to find out if we have any weaknesses and gaps, understanding what our capability is and how it maps to customer needs so we can plan what we do and what we don’t do.

“It is about the whole life cycle, it’s not just acquiring customers, it’s keeping them.

“In an area where nobody makes any money, we do, and there’s a reason for that. We manage to sustain a service that our competitors can only dream about. And we should be very proud of that.”