Návrh strategických změn Česká pošta na základě analýzy kořenových problémů a mezigeneračního vnímání hodnoty služeb

The work aimed to identify and analyze the root causes of the current problems at Czech Post using available analytical tools and intergenerational interviews. The main source of the work was semi-structured interviews with representatives of generations Z, X and baby boomers. This data was subsequently supplemented with secondary data sources from the internet, official corporate documents of the Czech Post, annual reports and legislative regulations. The first analysis was an intergenerational comparison that identified points of agreement and difference in the perceived value of Czech Post services across generations. User satisfaction with the Czech Post was subsequently examined through the dimensions of the SERVQUAL model. Subsequently, a root cause analysis was performed using the Ishikawa diagram, the 5 Whys technique and the Problem tree. At the same time, a comparison of the Czech Post with post offices in neighboring countries was conducted to identify potential inspiration for the company's transformation. The data collected was then used in a SWOT analysis, in which the company's strongest and weakest aspects were identified, along with the greatest opportunities and threats. Based on the SWOT analysis, recommendations were developed for Czech Post.