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The Postal Service employs a disciplined, well-documented performance management process, based on Malcolm Baldrige National Quality Award requirements and incorporating industry best practices such as the balanced scorecard.
Since implementation of the Government Performance and Results Act (GPRA) in 1993, the Postal Service has maintained the same three corporate strategic goals: improve service, employee engagement, and financial performance. The goals balance the interests of customers, policy-makers, and employees. The stability of these goals has helped the Postal Service and its stakeholders develop a clear understanding of its mission over time, and drive significant results.
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