Total Quality Management in UPS

4875 WordsFeb 14, 200520 Pages
INTRODUCTION In the recent business environment, the economy is changing from a manufacturing base to an information/service base. Although UPS has always been a stable and smart company that knows where it wants to go, it was also drastically affected by increased competition and technological advancements. UPS finally heard the wake-up call. In 1994, the company announced that it would undertake major changes which would be a company-wide initiative to improve its existing quality. Upper-level management began to contrast the "Old" and the "New" UPS, with one major characteristic of the "New" UPS being a company-wide goal of customer satisfaction achieved through eighteen quality initiatives. This change was not easy and the transition…show more content…
This tracking system also known as a "smart label" is making packages more deliverable, sortable, and trackable than ever before. "Smart Labels are chock-full of information, including a Maxicode, tracking number, routing code, postal bar code, and service icon. These new labels provide pre-loaders with specific instructions on loading a package, including the exact package car, shelf, and shelf position to which the package is destined." (Inside UPS, August 2000) Soon after developing the tracking system, UPS introduced tracking software that provides customers with an image of the package receiver's signature. Yet the tracking system is just one of the many ways that UPS has created better service for their customers. "In September of 2000, UPS broadened its capabilities to its tracking devices, such as one- or two-way text messaging, web-enabled phones, personal digital assistants, pagers, or other computing devices. Using UPS's enhanced wireless solution; customers can track their packages, calculate shipping costs and transit times, and find the closest UPS drop-off locations." (Inside UPS, Feb 2001) They have also recently created E-copy Inc., which allows customers to create digital e-copies of scanned documents and instantly send them, over the Internet to anyone with an email address. They have even made this a secure form of email by inserting a hypertext in the mail they have sent. The e-copies are the
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