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The  Lean Culture programme was created and developed at Poste Italiane for the purpose of training staff to manage the ongoing business and operational transformation in the postal system, starting from the sorting centres: the industrial facilities in which post and packages are collected and sorted for their final destinations.

The objective of the training project is to spread the cultural principles forming the basis of the Lean model to work practices: the pursuit of continuous improvement, personal responsibility, attention to detail, waste avoidance and increased security can be immediately applied not only in the business and operational context, but in every department, both in terms of behaviour and management methods.

Training involved the entire management of the postal logistics sector (central and regional), placing particular emphasis on strategic alliance with regard to innovation in work models, applying and disseminating them. Other targets involved in the training programme include internal trainers responsible for the behavioural training of important company personnel (e.g. postal workers and production staff), central and regional professionals and intermediate operation managers, up to team leader level.

This new cultural paradigm has continued to spread, also involving customer operations, with the consolidation of the concept of customer centricity among staff, including through greater awareness of their role, facilitating the streamlining of activities and processes to provide customers with an increasingly effective response.
The course’s design exemplifies the alliance between Line and Human resources, since it was necessary to focus on the introduction of a new cultural mindset that promotes an approach to work based on criteria of efficiency and professional effectiveness, as well as greater well-being of people at work.

All training editions are monitored, not only through direct observation, but also through the provision of questionnaires on perceived quality. The surveys show a high level of appreciation of the initiative, which is perceived as innovative and highly useful, effective and applicable to the different professional environments.