Driving progressive improvement with all stakeholders

10 October 2011

La Poste - Courrier Division - France

EFQM Recognised for Excellence 5 Star - 2011.

"A key strength of the EFQM Model is its ability to drive progressive and continuous improvement from the initial assessment on. When the top management saw the first achievement, they decided the full deployment of the Model."
Pierre Agullo, Director - Quality and Innovation - La Poste / Courrier Division


La Poste is the French postal services. Its Courrier division, responsible for the mail business, had 2011 sales of 11, 5 b€. 160 000 employees located in 950 offices handle 80 million parcels per year, servicing 65 million customers (including 3 million companies) via 200 000 pick-up points and 34 million mail boxes. This market was fully open to competition in 2011.

Benefits of implementing the EFQM Excellence Model

  • Starting in 2007, the implementation of the EFQM enabled La Poste Courrier to efficiently prepare for the opening of its market to competition and adapt to a continuous drop in mail volume as well as develop new strategic activities, in the field of media for example
  • The Model was fully deployed in 2009; an EFQM-based internal assessment software was developed then and fully integrated in the strategic planning process
  • 28 of the 41 regional departments have received an EFQM recognition and 791 of the 950 local offices have performed an internal assessment against the EFQM Model and obtained an internal recognition
  • The Customer satisfaction Index increased from 55 in 2009 to 61 in 2012 (100 point basis)
  • The quality of the postal delivery increased from 83% in 2010 to 88% in 2012
  • Despite the current economic climate, the employee satisfaction increased from 63% in 2009 to 64% in 2012.

La Poste - Courrier Division received 5 Star Recognised for Excellence in 2011.

"An exemplary and innovative EFQM approach steered by the high level management of La POSTE COURRIER to manage the implementation of the strategy and allow all the collaborators and managers to understand the strategic objectives and contribute to developing value for customers and stakeholders."
EFQM Assessment Team