subject: Introducing innovative new products and services the right way is key to parcel companies' future [print this page] Introducing innovative new products and services the right way is key to parcel companies' future
International delivery companies must ensure that the pace of their technological innovation stays high in order to ensure that customers realise how efficient and reliable sending a parcel can be. That's according to a report by Capgemini, which points out that, at present, only a quarter of all new innovation brought into the courier freight sector is designed for the benefit of customers. The remaining three-quarters is concentrated on improving and streamlining internal procedures, the report says.
It identifies two types of courier post and parcel delivery operator those which introduce innovations but lack the confidence to implement them so that they achieve their maximum impact, and others who are more opportunistic. These concerns usually enjoy great success with their innovations, including high profits. Sorting, transport and delivery of UK post and parcels and international parcels are the areas on which most pioneering thinking is expended. But the number of products which result from such forward thinking is relatively low, and such innovations are concentrated on the fields of hybrid mail and direct mail.
Diversification is also a key strategy of many of the largest mail and parcel delivery operators, with many expanding into offering their own logistics arms so bringing the solutions to their transport needs in-house and financial services. CapGemini says that some of the slow pace of innovation in the worldwide courier and parcel delivery market can be put down to a lack of mechanisms for introducing new products or services and for evaluating their success.
Innovators do not generally have a voice in the management structure of their particular company, the report found. As a result, many would-be pioneers find it hard to get their voice heard. Dirk Palder, vice-president of Capgemini's global postal leadership team, said that post and parcel delivery operators need to adopt a wider perspective, and give more thought to how they assign their staff when working on a potential new innovation.
This should start at board level, he added, and an entrepreneurial spirit should permeate down through a company, bring about a more enthusiastic attitude to change. As international courier companies realise that their approach to innovation will be one way in which they will stand out from the competition, they should begin to make work on pioneering new initiatives something which everyone in the company can share.
An open and enthusiastic approach to innovation is one reason why leading world couriers such as DHL and Fedex offer services which are relevant to both business and individual clients.
