Location: NCR – TBS Boardroom, 400 Cooper Street.
Subject: “From quality to customer management with an emphasis on the importance of front line employees”.
Presentation: Not available at this time.
Speakers: Dr. Don Dickie, Director, Internal Audit, Canada Post Corporation, Mike Casey, Director Marine Cartography Branch, Canadian Hydrographic Service and Sean Hinds, Manager Electronic Charting both from Fisheries and Oceans Canada.
Background – Don Dickie: Currently a director in Internal Audit, Don is responsible for auditing the line functions within Canada Post (e.g. Mail Operations, Sales, Retail Operations, Marketing and Product Development, eBusiness) as well as Canada Post’s subsidiaries Canada Post International, epost, Purolator, Groupe Intelcon and Progistix-Solutions Inc.
Don has been with Canada Post for 18 years and has spent most of his time in measurement related areas. He worked with Faye Schmidt on the development of the Common Measurements Tool and has done several presentations on customer satisfaction measurement for the Canadian Centre for Management Development. More recently, as a representative of one of the Lead Departments in the Service Improvement Initiative, Don has consulted with numerous Federal and Provincial departments on how to get started, especially with regard to measurement.
Don holds a Ph D in measurement and statistics as well as professional designations in Internal Auditing and Control Self-Assessment.
Abstract – Don Dickie: The presentation looked at how a public sector organization, Canada Post, has evolved towards a customer management focus and the role that its front line employees have played in that change process. The speaker talked about the role of measurement and its role in this evolution.
Abstract – Mike Casey/Sean Hinds: The presentation looked at the experience of a federal department in implementing the new ISO 9000:2000. Mike introduced Fisheries and Oceans and its ISO journey and Sean explained the implementation and their experience with ISO 9000:2000.