The message has come through loud and clear that many customers of the reengineered mail process have concerns and complaints.
In response, Senior Vice President William R. Dickson has asked the mail team to reconvene to provide answers to the issues that are being raised. Penny Guyer, the mail service manager, and Victoria Sirianni, director of Physical Plant, will work with the team to help eliminate the bumps in the process.
A major source of concern is timely delivery of mail. The goal is a turnaround of eight business hours, with mail received and delivered within that time frame. This goal has not yet been met. According to Ms. Sirianni, staffing has been adjusted to help resolve this problem.
Many departments have expressed concern with the need to send employees to a Distributed Mail Center to pick up mail. While this is a central element of the redesign, the mail team will look at ways to make this a smoother process.
Customer feedback is important and valuable in correcting the problems. More information will be provided in future issues of Tech Talk, but if you have concerns, please call Ms. Guyer at x3-6000 or e-mail
A version of this article appeared in MIT Tech Talk on November 8, 1995.
