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Board of Governors
May 10th, 2011
Quarterly Report on
Financial Performance
Mail Volume
Changes by Quarter
Pro-Forma
-1.3%
-3.1% -3.3% -3.2% -3.0% -2.2%
-5.5%
-6.3%
-9.4% -8.9%
-12.7%
-14.8%-14.6%
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q2
-2.7%
-3.4%
-5.0%
-6.0%
-7.2% -7.4% -6.8% -6.5% -6.3% -6.9% -5.7% -7.6%
-8.2%
-10.0%-10.1%
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q2
FY 2008 FY 2009 FY 2010 FY 2011
4.6%
0.7% 1.6%
-2.7% -3.0%
-5.6% -6.1%
-11.2%
-10.9%
-17.7%
-19.7% -19.5%
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2
FY 2008 FY 2009 FY 2010 FY 2011
2.8% 4.7%
2.4% 2.6% 3.4%
1.6%
-2.1% -2.0%
-4.9%
-4.8%
-7.6%
-10.5%
-15.1%
-15.8%
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2
% SPLY
Workhour and Volume Changes
March YTD – FY 2011
Mail Customer Rural
Volume Processing Services City Delivery Delivery Postmasters Other Total
5.0%
0.5%
29.3M
0.0%
(% of Prior Year)
87.4B 87.8M
111.9M 77.2M 201.5M -0.3% 74.7M 582.3M
-0.7%
-2.1% -2.0%
-2.7%
-5.0% -4.5%
-6.3%
-10.0%
Financial Results
• Continuous Improvement
•Drive the 24 hour clock
•Reduce variation
•Relentless pursuit of quality
•Faster service diagnostics
•Streamlining the network
Single-Piece First-Class
Overnight
100
95
96.0 96.0 96.0 95.9
90
85
80
QTR 2 YTD
2 - Day
100
95
85
80
QTR 2 YTD
3 to 5 Day
100
95
90
89.7 90.3 89.4 89.7
85
80
QTR 2 YTD
International
100
95
90
80
QTR 2 YTD
• Continuous Improvement
•Faster service diagnostics
•Eliminate mailer certification
•Simplified Customer Supplier Agreements
•Implement National Critical Entry Times
Presort First-Class
100
95
90 91.8
89.4
88.1 87.6
85 86.8
84.8
80
Overnight 2 - Day 3 - 5 Day
QTR 2 YTD
IMB SPLY Data only exists for Qtr 4 FY‘10
Customer Experience Measurement
• Continuous Improvement
•Leverage diagnostics
•Focused areas of opportunity
•Contact
•Small Business
Customer Experience Measurement
Overall Experience
90
86.8
85 85.7
82.7
81.6
80
Residential Small Business
QTR 2 SPLY
Customer Experience Measurement
Residential Experience
100
90
89.9 89.5 89.4 88.7
80 82.9
81.5
70
60
59.9 60.7
50
40
Receiving Sending Visiting Contact
QTR 2 SPLY
Customer Experience Measurement
40
Receiving Sending Visiting Contact
QTR 2 SPLY
Open Session
Board of Governors
May 10th, 2011