Abstract
Royal Mail Group is an organisation employing over 200,000 people providing mail delivery, financial and retail services for the entire UK population; the organisation can only prosper in the future by ensuring that the real and changing needs of its large customer and employee populations are accommodated. Indeed, the new Chairman of Royal Mail Group, Allan Leighton, has made quality of service and the well being of employees a cornerstone of his plans for the re-shaping and renewal of the business. Improving the accessibility of work and services can be a vital factor in achieving these ends.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Further reading
ADA (1990) Americans with Disabilities Act
Ballabio E (1998) The information society research challenges for 2005 for people with disabilities. CSUN Los Angeles
Benktzon M (1993) Designing for our future selves: the Swedish experience. Applied Ergonomics 24(1): 19–27
Clarkson PJ, Keates S (2002) Quantifying design xxclusion. Universal access and assistive technology, Springer Verlag
Coleman R (1993) A demographic overview of the ageing of First World populations. Applied Ergonomics, 24(1): 5–8
Coy J, Keates S, Clarkson PJ, Harrison L, Robinson P (2001) Design for accessibility: the personal information point. Mail Technology, Evolution to E Revolution: 59–168
DDA (1995) The Disability Discrimination Act
DDA (1999) Disability Discrimination Act Code ofPractice, Rights of Access to Goods, Facilities, Services and Premises, 27thApril
Eijnatten FM et al. (2002) Intelligent manufacturing through participation. TNO Work and employment, Amsterdam: 69–102
European Foundation (1999) European Foundation for the Improvement of Living and Working Conditions, Communiqué July/ August: 2
Hewer S et al. (1995) The DAN teaching pack: incorporating age-related issues into design courses. RSA, London
Keates S, Clarkson PJ (2002a) Defining design exclusion. Universal access and assistive technology, Springer Verlag
Keates S, Clarkson PJ (2002b) Countering design exclusion. Universal access and assistive technology, Springer Verlag
Pirkl J (1993) Transgenerational Design: Products for an ageing population. Van Nostrand Reinhold, NY
Sim KL (2001) An empirical examination ofsuccessive incremental improvement techniques and investment in manufacturing technology. International Journal of Operations and Production Management, 21(3):373–399
Vanderheiden GC (1990) Thirty something million: should they be exceptions? Human Factors, 32(4): 383–396
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2003 Springer-Verlag London
About this chapter
Cite this chapter
Coy, J. (2003). Inclusion — a commercial perspective. In: Clarkson, J., Keates, S., Coleman, R., Lebbon, C. (eds) Inclusive Design. Springer, London. https://doi.org/10.1007/978-1-4471-0001-0_10
Download citation
DOI: https://doi.org/10.1007/978-1-4471-0001-0_10
Publisher Name: Springer, London
Print ISBN: 978-1-85233-700-1
Online ISBN: 978-1-4471-0001-0
eBook Packages: Springer Book Archive