Enno Aermates, Estonian Post
ELS Excellence Service Quality Evaluation System
Abstract: We live in a world of both conscious and subconscious expectations. At the moment reality hits us we estimate to what extent these expectations have fulfilled. This happens when emotions unfold: positive case is marked with appreciation, such as excellent, great or even unprecedented. Negative outcome earnes a fair criticism. If one hasn´t clearly formed its individual expectations about actions or processes, the outcome is usually described as „normal“ – probably most frequently used expression in Estonia. A conscious approach to quality presumes prioritizing and concentration on selected topics in one´s life. Estonian Post Ltd has chosen to focus on service quality. This is a brief moment when customer faces customer service representative. We search how to measure and conduct this interaction. We call these elaborated technique perfomance accelerator. Our unique perfomance accelerator technique is a winner of Quality Innovation Award 2011 in Estonian business enterprises category.
Biography: Enno Aermates has a work experience in logistics for 18 years. He has won several management quality awards at home and abroad. He has been involved in establishment of contemporary cargo terminal. Last, but not least – he has managed to navigate the largest-scale logistics company in Estonia, namely Estonian Post Ltd, to become worthy of ISO9001 certification. He is presently a quality manager in Estonian Post Ltd and a member of board of Estonian Association for Quality.