Operations Manual This Operations Manual comprises description of activities associated with parcel operations, from booking until delivery and return. The manual will act as guide and reference point for parcel operations across the country.
1.1 Introduction
Objective of the Manual Parcel Network Optimization Project (PNOP) was undertaken by India Post to streamline parcel operations. As a part of project, processes for all parcel products were redesigned. This Operations Manual comprises description of each sub-process and activity associated with parcel operations, from booking until delivery and return. Aspects relating to design of Parcel hubs and Nodal delivery centres are dealt in a separate manual called “Design Manual - Parcel Hubs and Nodal Delivery Centres”.
Key objective of this manual is to ensure parcel operations become more predictable, reliable and efficient. Efficient operations form the basis for predictable and reliable product delivery. This manual contains all operational details to be followed at each process step in parcel handling value chain.
It aims to achieve standardization in the processes across the country so that all booking offices, parcel hubs, delivery offices, transit mail offices etc. function in the same manner. Consistency in operations ensures better monitoring and reporting. Approach & Methodology The manual contains operational details for all processes for all legs i.e. from booking until delivery and return for parcel products.
The processes have been redesigned based on following core principles: Process Standardization & Improve Process Efficiency: The manual aims to standardize processes by laying out activities for each process, improve process efficiency by streamlining processes, improve process predictability through technological intervention, minimize human error by limiting the extent/ level of manual intervention and improve reporting & monitoring mechanism.
How to Manage/ Handle Exceptions: With growing complexity in the operations and increasing scale, exceptions are bound to happen. Therefore, designing robust exception management processes becomes imperative. In order to ensure seamless operations, adherence to delivery timelines, reducing errors and increase efficiencies, it is essential to have a well-defined exception handling, reporting & correction mechanisms.
The same has been defined in this manual in detail. Has Complete Network Perspective: This manual does not look at facilities in isolation like booking office operations, processing centre operations etc. It looks at the entire parcel value chain from booking to processing/sorting to delivery. Processes have been re-designed keeping the entire value chain in mind right from when customer/ sender brings the parcel for booking till the time it is delivered to the recipient or returned to the sender
Table of Contents
1 OPERATIONS MANUAL - 03
1.1 INTRODUCTION - 03
1.2 GUIDE TO THE MANUAL- 04
1.3 OPERATIONAL PROCESSES - 06
1.3.1 FIRST MILE - BOOKING OFFICE - 06
1.3.2 MIDDLE MILE – PARCEL SORTING CENTRE - 14
1.3.3 LAST MILE - DELIVERY OFFICE- 27
1.3.4 EXCEPTION MANAGEMENT- 35
2 ANNEXURE 1- SOP- 40
