Process monitoring – The Quality of Service Monitor (QSM)
The Lyngsoe Quality of Service Monitor (QSM) is a standard web-based application which provides a wide range of different tools and opportunities for enhancing quality and service in all parts of the postal industry.
Quality Award winning software
The QSM software won the preatigious Quality Award at the World Mail Awards 2009. The global judging
panel of experts awarded the QSM software because:
“The winner of the Quality awards enables postal operations in more than 20 countries toanalyse reports and monitor their day to day operations. By identifying bottle necks in real time, service improvements can be implemented almost immediately. Let’s honour Lyngsoe Systems as the 2009 Quality award winner.”
Modular based to fit your specific needs
QSM is based on one standard proven platform with multiple modules providing flexibility to fit specific 
customer needs for tracking, analysis and reporting such as:
- Quality of service, process and diagnostic monitoring
- E-to-E analysis
- Report generator and scheduler
- Trends and statistics
- Spot testing
It is also designed to fit every need from all responsibility areas in a postal operation, so nationwide results and information can be easily drilled down to underlying levels and between all shifts of responsibility in the logistics chain. All reporting functions were designed in consultation with experienced users from leading postal operators around the world.
Indisputable data and no manual handling
To gather and capture all the data needed for QSM to deliver complex analysis and detailed reports needed by the post, RFID technology is the essential tool. RFID is the perfect solution for quality measurement as it involves no manual scanning and provides automatic objective data. That's why QSM results are a fact-based and indisputable platform for quality improvements in a postal business.
Data capture with RFID technology and test letters
Data is automatically collected by sending an unmarked and indistinguishable RFID-tagged test letter in the mail flow and collecting the exact time of when an item passes strategic congestion points between collection and delivery, such as entrance and exit gates, conveyors, sorting areas, transportation etc. All data is collected and stored in a secure system architecture and further processing is then handled by QSM.
Flexible and continuously updated to fit individual needs
Development of new functions and possibilities for QSM is done in consultation with the key users in each postal service using it. New initiatives are discussed at annual user group meetings for QSM users. QSM is always adjusted to fit each new customer's own IT infrastructure and language. QSM is currently running in 19 countries/national posts, including Deutsche Post, Canada Post, Royal Mail, Saudi Post and Australia Post.
When QSM is installed, all data is accessible via a web interface protected behind a user name and password with individual settings, allowing every single user access to only the exact data and reports they need and are approved for. Data can then be quickly and securely split, compared and distributed for individual or organisational needs using such criteria as geography, time, business unit, etc.
» Read the full brochure about the Quality of Service Monitor (QSM)
Efficiency benefits using QSM
- Real-time performance reports
- On demand reports with Key Performance Indicators, e.g. on a yearly, monthly, weekly or daily basis.
- Easy data access: drill-down functionality from overview to raw RFID tag registrations
- Predefined analysis tool developed for postal operators
- Customized to your specific postal supply chain
Logistic improvements using QSM
- Optimised process times
- Combining E2E information with Automatic Mail Quality Measurement (AMQM) registrations
- Spot testing on local issues, e.g. to reveal bottlenecks, monitor end of production time, excess mail or missorted or misdistributed letters
- Process monitoring of internal processes
- Analysis function
- Statistics and trends
- User-defined reports