Performance evaluation of the operations of Ghana Post Company limited: a case study of Takoradi Main Post Office
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Date
2008-08-17
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Abstract
There is no gain saying the fact that the need to communicate is an essential part of human existence. The Postal Service was developed to satisfy this human need. Through the Postal Service, people living in different parts of the globe can be and are linked. The Ghana Post was thus established to provide an efficient and effective means of communication both within and outside the country. However, in the discharge of its mandate, customers have leveled numerous complaints of malpractice and inefficiencies, against it.
The main thrust of this research therefore was to assess the operational performance ofyGhana Post since its conversion into a company. The study demonstrated that the Postal Service was still relevant, but the transformation from a government corporation to a company has not made any significant impact in terms of performance. The old internal organizational culture has not changed. The bad attitudes and habits of the Post and Telecommunication Corporation era are as prevalent and mistreatments of mails are rift. Several factors such as insufficient address, inadequate mails vans, cumbersome mail procedures, poor supervision, apathy, inadequate security measures, to mention but a few have all contributed to the poor state of affairs. Generally, customers are not satisfied with the quality of service and this has cast a slur on the image of Ghana Post.
In the area of competition, the combined effects of the private courier companies and improvement in telecommunication and internet facilities among others have resulted in dwindling mail volumes. The volume of mails handled by Ghana Post has fallen within the years. Ghana Post response to these threats has been slow. The company is yet to fully exploit its wide infrastructure network, and advancement in information and communication technology to enhance its efficiency and competitiveness. Unfortunately the company relies heavily on Traditional Postal Services which contributes about 75% to total revenue.
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A Thesis submitted to the Department of Information Systems and Decision Science
in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Business Administration (Operations Management), 2008