Abstract

United Parcel Service (UPS) is the largest package delivery company in the US with sales of $31 billion in 2002. Until 1994, UPS had so heavily concentrated on continuously improving its operations that it had compromised on quality and customer service. Many analysts commented that UPS did not pay attention to customer needs and customer satisfaction. In 1994, due to increasing competition, UPS realised the need to be more customer responsive and embarked on a major corporate transfor-mation initiative. This case gives a detailed overview of the various human resources initiatives that UPS has undertaken to change its corporate culture. The case aims at triggering classroom discussion on corporate culture, the essentials of customer service and workforce management.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

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Keywords

UPS, United Parcel Service, Human resources management, Corporate strategy, Workforce management, Corporate culture, Shipping industry, Courier industry, Courier service, Change management, Customer service, Quality in services, Fedex, Supply chain management, Jim Kelly