A study of USPS entry level supervisors in metropolitan cities

The influence of technology on consumer behavior has influenced a diverse group of industries. As options increase customers are responding with positive purchasing trends that are changing the face of correspondence, banking, and retail environments across the country. As first-class letter and flat volume continues to decline, and the package delivery and return market continue to grow, the nature of work in the USPS is changing and evolving daily. The addition of technology tools for managers along with increased visibility to the customer has created a virtual experience for delivery. Increased demand has expanded days and hours in delivery units with some centers operating seven days a week, over 20 hours per day. Large metropolitan units have had the biggest impact with round the clock operations. Having high performing entry level supervisors that manage in these units is vital to the success of the organization. As the work has changed, the structure of the work and the evaluation of duties for the entry level supervisor in these large metro units has not kept pace. As new work is added, the job expectations have in some cases outstripped the capabilities. The jobs for entry level supervisors in metro cities are sometimes posted and receive no qualified applicants. This thesis focuses on transforming the way the USPS recruits, hires, trains, compensates and retains quality candidates for the entry level supervisory jobs in metropolitan cities. My study includes extensive interviews with current entry level supervisors, survey results from current entry level supervisors and comparison with private industry. Based on this data, recommendation for change in the way the entry level supervisor is currently managed is provided.

Department dc:contributor.department

Sloan School of Management.

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2018

Author dc:creator

• Curtis, Angela H

Advisor dc:contributor.advisor

• John Van Maanen.

• Sloan School of Management.

Statement dc:rights

• MIT theses are protected by copyright. They may be viewed, downloaded, or printed from this source but further reproduction or distribution in any format is prohibited without written permission.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/1721.1/117946

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/117946