Canada Post Corporation

Are You Tired of Your Neighbors Delivering Your Mail?

How Lean & 6 Sigma thinking improved the quality in Canada Post

Lean & 6 Sigma methodologies are difficult to implement in an organization. Managers don’t want to invest time and money for the benefits of their customers (and not directly theirs!). Employees hesitate to implement changes that will immediately make their mistakes visible. Engineers don’t want to give up equipment that they installed. Supervisors struggle to handle end-to-end flow versus local operations. Canada Post had to resolve those challenges to reduce misdeliveries and late deliveries.

Through an interactive session, put yourself in the shoes of your letter carrier and experience how Canada Post developed Lean & 6 Sigma thinking among its employees to improve the quality of the service.

In the 2003 fiscal period, Canada Post Corporation processed 10.7 billion pieces of mail. In doing so, they served more than 32 million Canadians and over one million businesses and public institutions.

Canada Post collects, processes, and delivers mail across the world's second-largest country (second in geographical size only to Russia).

Each working day, Canada Post delivers an average of 37 million pieces of mail, processed through 22 major plants and many other facilities, to over 13 million addresses in Canada, and forwards mail to almost every country in the world.

Canada Post is the 44th largest Canadian business in terms of revenue and is the seventh largest employer in Canada. Canada Post has commercial, operational, and financial links with over 200 postal administrations around the world.

Jean-Laurent Rousset, Process Excellence, Regional Advisor

Jean-Laurent Rousset is the Regional Advisor for Process Excellence at Canada Post in Toronto. He is an industrial engineer from Ecole des Mines in France. He participated in the implementation of Lean projects in Ford Motor Company and in Progistix Solutions. Recently, he completed his 6 Sigma Black Belt training and focused on Change Management. He teaches Lean & 6 Sigma to Canada Post employees as a subject matter expert mixing concepts and concrete applications.