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Premier service

New program improves retail lobbies

Premier Office
Premier Post Offices are taking new steps to improve customer service.

The nation’s top revenue-generating Post Offices are taking new steps to improve customer service, including keeping each location well-stocked, clean and orderly.

The 3,100 Post Offices are part of the USPS Premier Office program, which recently began implementing the “5-S” plan, a series of five workplace principles that originated in Japan.

Each concept begins with “s” sounds in English and Japanese:

  • Sort (Seiri). Remove items that are not immediately needed.
  • Set (Seiton). Place needed items in locations that make them easier to use.
  • Shine (Seiso). Keep the area clean.
  • Standardize (Seiketsu). Establish organizational standards.
  • Sustain (Shitsuke). Commit to order and cleanliness.

“All Premier Office employees should work together to implement these principles,” said Retail and Customer Service Operations VP Kelly Sigmon. “It’s another example of how this innovative program is setting new standards for excellence.”

The Post Offices that participate in the Premier Office program account for 48 percent of USPS retail revenue.

The program, which began in 2013, is part of a broader DRIVE initiative to make postal products and services more accessible to customers.

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