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GGD-92-29R 1 (1992-09-02)

handle is hein.gao/gaobadwdm0001 and id is 1 raw text is: United States GAO General Accounting Office Washington, D.C. 20548 General Government Division B-250 112 September 2, 1992 147501 The Honorable William S. Broomfield House of Representatives Dear Mr. Broomfield: This is to report to you on our agreement to examine the extent to which management practices prior to the November 14, 1991, tragedy at the post office in Royal Oak, MI were subsequently reviewed and changed by the United States Postal Service (USPS). On April 8, 1992, we wrote you with respect to USPS' actions on behalf of the victims of the shootings at Royal Oak, and we are still at work on a report to you concerning the validity of USPS' Customer Satisfaction Index survey. Shortly after the tragedy the Chief Postal Inspector authorized a four phase review to identify underlying causes of workplace violence and potential preventive actions. The four phases are a description and analysis of the tragedy and events leading up to it, -- an in-depth look at the USPS hiring process, -- a profiling of former and current employees who have committed violent attacks on the postal workforce, and an exploration of the relationship of stress, management practices, and employee behavior to look at the feasibility of predicting and intervening to prevent workplace violence. The first phase has now been completed. It involved on- site work at the Royal Oak post office, 119 interviews O (with managers, supervisors, craft employees, and union officials), and a voluminous report (273 pages not including 343 exhibits) which we examined though it has not been released to the public. In our opinion the report provides a comprehensive and objective disclosure of the work environment at Royal Oak prior to the November 1991 tragedy. It fully explores how operational efficiencies were achieved by an aggressive management approach combined with curtailment of customer services. Operational efficiencies were obtained by GAO/GGD-92-29R, Royal Oak Tragedy

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