Trailer Magazine


CouriersPlease to improve processes

  • Posted on Tuesday 4th, September 2018.

Parcel delivery company, CouriersPlease (CP), has appointed an improvement specialist as part of its recently established Process Excellence Team.

Tara Heylin is the newly appointed Process Improvement Leader, who will review and improve systems and processes across all departments including operations, customer experience, sales, commercial, finance and IT. She joins CP with a Lean Sigma Six Black Belt, a performance methodology that aims to create more streamlined processes.

Heylin has more than a decade of experience in improving processes and operations for some of Australia’s blue-chip financial corporations. She was most recently World Class Delivery Model Delivery Manager for ANZ, where she led the Continuous Improvement stream and lifted the capability of employees to deliver world-class services. At ANZ, she also governed the deliverance of process improvement initiatives across Wealth Operations. At ING and, later, OnePath, she used her Lean Six Sigma skills to develop and deliver a quality assurance framework, manage a process team, train employees, and lead change management initiatives.

Heylin has developed three initiatives at CP, aiming to improve the customer pain point of on-time pick up performance, strengthen communication between teams to develop a strong foundation, and improving the process design of onboarding new customers. This will allow her to begin shaping the new division and place greater focus on customer requirements.

“While the processes in finance companies and those in logistics are very different, the methodology is the same in any industry," said Heylin.

"It’s about quantifying the problem, working through it and figuring out how to get to the core issue. The skills that I’ve acquired in my previous roles are transferrable to any industry – and, as such, have equipped me for the challenges in the logistics industry.

“CP will deliver many exciting initiatives in the months ahead – not just in process improvement but also in transformation, internal digital to drive better customer experience and all other areas. It’s an exciting time to be in logistics and I’m looking forward to providing a structured framework – to have that continuous improvement mindset – so that we can ensure our processes are industry leading.”

Last year, CP tasked Jessica Ip with driving the strategy and innovation of the business’s e-commerce services.

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