COMPANY Representing 43 nationalities and over 4300 emplo- yees, POST Luxembourg Group is the largest emplo- yer in Luxembourg. Since 1992, POST Luxembourg has been wholly state owned. The largest provider of postal and telecommunications services, its other offe- rings include financial and philatelic services. CHALLENGE POST Luxembourg wanted a clear and transparent overview of its activities from the moment a letter is inducted into their postal system. Thus, POST Lux- embourg began looking for a quality management provider who could set up a transit time measurement system. Of key importance to POST Luxembourg was measuring its quality of services from distribution centers, mail pick-ups and deliveries. Furthermore, im- portance was laid on finding out how processes at the sor

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