Being a visiting trainer at the Postal Staff College, Islamabad and as a student of quality management I keenly observe the operations of the GPO Islamabad, whenever, I get a chance to visit its shop-floor (a place where value is added or operations take place). I also remember the old shop-floor of the GPO and in recent years it has been given a make-over to portray or depict a professional outlook of the postal department. There is a huge hall at the center of which there is a large square boundary comprising  different counters and inside the boundary wall there are different cubicles arranged in not so rational manner in terms of their layout. There are so many people who sit idle or carry-out paperwork inside the cubicles showing they are busy that it is easy to know the post office needs right-sizing. There are only a handful of people at the counters who often have no or little training how to deal with or address the needs of the customers. One notices the lethargy in the attitude of the personnel as they lack customer-focus, time-management, process-orientation, courtesy, empathy and professionalism. One has to go through different illogically designed queues [...]