ELTA: Hellenic Post, Greece
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Hellenic Post (ELTA) holds the leading position on the Greek postal market and has been playing for more than 185 years a significant role in both the social and the business environment of the country, with more than 1.400 retail outlets (post offices and postal agencies) and more than 7.200 employees (aprox.).

The Company is governed by the rules and regulations of private economy, enjoying a full administrative, legal and financial independence, under the supervision of the state. The Hellenic Post S.A., continuing its developmental course of the recent years, has completed the most ambitious investment program in its history, amounting to 250 million Euros. The basic investment axes of the program are the Automation of postal processes, the Modernization of IT infrastructures and communication technologies, as well as the Development of its human resources.

In the light of the Strategic & Business Plan 2013-2017 and with the intention to cope with the new challenges and improve its operational effectiveness, the Hellenic Post has completed the planning stage and begins the implementation of its Operational Reorganization. The aim of this project is to identify the optimal organization and the required resources for each business unit, as well as to reengineer and optimize procedures and operational flows, which will lead to increased productivity and profitability and quality of service improvement. Continuous Quality improvement in all areas and by all employees, is considered as an integral part of Hellenic Post strategic plan and objectives.

Quality Management Systems

In this direction, Hellenic Post has implemented and maintains Quality Management Systems, in accordance to the International Standard ISO 9001:2008, in the following areas:

  • Postal Services
  • Delivery of postal items
  • Sorting of postal items
  • Provision of Hybrid Mail services
  • Processing searches – compensations for postal items, resolution of customers’ complaints/inquiries, providing information on services of Hellenic Post’s internal and external customers

The Quality Management Systems are subject to biannual audits, by the Direction of Quality, and annual audits, by an independent accredited Certification Body. Maintaining the above Quality Management Systems, demonstrates the ability of Hellenic Post to consistently provide services that satisfy customer requirements, and therefore ensures the proper operation and monitoring of business processes through a structured and efficient system.