The "global marketplace" has been a driving force for change, resulting in a
dramatic increase in competition and expectations of consumers. With more mailing
options available, consumers are scrutinizing service and cost performance at a level
never-before experienced by the United States Postal Service. For an organization that
has operated as a relatively stable government agency for 224 years, the environmental
changes are severe, and necessitating the need for change.
This thesis studied the impact of a management intervention on performance at a
USPS processing and distribution center. The intervention installed a performance
measurement system. A quasi-experimental methodology utilizing a nonequivalent
comparison group was utilized to evaluate the impact of this intervention on both
management process variables and operational performance indicators. The framework
for the management process variables originated from the sociotechnical literature. There
was evidence to support that operational performance improved and several process
management variables changed following the intervention. / Graduation date: 1999
| Identifer | oai:union.ndltd.org:ORGSU/oai:ir.library.oregonstate.edu:1957/33334 |
| Date | 15 March 1999 |
| Creators | Newton, Tygh J. |
| Contributors | Hacker, Marla E. |
| Source Sets | Oregon State University |
| Language | en_US |
| Detected Language | English |
| Type | Thesis/Dissertation |
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