Strategic Change at the Royal Mail (2010–2016)

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This case study describes a large-scale transformation program that took place in the UK in Royal Mail’s delivery operation during the period 2010–2016. The case describes the drivers for change and discusses Royal Mail’s unique and fascinating history and its place in the UK’s national psyche. Key strategic decisions made by the company’s management, the UK government, and the regulator, are identified and used to provide context to discussion about how the company designed the transformation program. The scale of the organization is vast, and the requirement to repeat a change ‘project’ across so many operational units in Royal Mail’s sprawling network offers an opportunity to critically reflect on the early ‘projects,’ draw lessons from them and hone the change process over time. The case includes detailed discussion of how such a transformation was done, offering valuable insights about strategic change.

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