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Ups Case Study: Inside Out

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BPTrends ▪ September 2011

UPS Case Study

UPS Case Study: Inside Out
Dawson Wood
Business Process Manager
UPS
UPS was founded in 1907 in Seattle, Washington and is a large, pure-process company.
Essentially, everything that UPS provides is process-as-a-product. Our 406,000 employees working in 2,750 operating facilities and 62,000 retail access points must execute those processes flawlessly. The net result of our process focus is the daily movement of 15.1 million package and documents, including 2.2 million just by air and 2.3 million internationally. On an annual basis, UPS delivers 4 billion packages and documents through a fleet of approximately
100,000 package cars, vans, tractors, motorcycles and 233 UPS-owned …show more content…

Since significant change cannot occur without process creation or modification and modifications are managed through projects it seemed a logical step
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BPTrends ▪ September 2011

UPS Case Study

to combine the Process and Project centers of excellence. We change processes through projects in order to meet the needs of our customers.

Figure 3 – UPS Program and Process Center of Excellence

Approach
Inside: Have the right tools and leverage what we have, where possible. To meet our need to capture processes in a straightforward and user-friendly way, we chose the
Is/Modeler software. It captures processes as simple activities, provides for activity-based costing as an analysis tool, and is very end-user friendly for consumption purposes.
When the software’s manufacturer no longer supported the product, we made a decision to buy the source code so that we would be able to continue with their product. We are still using Is/Modeler but are evaluating Nimbus’ Control software as its eventual replacement to put us back on a supported platform with the additional benefits of data centralization (beyond our current process map library), change management/ governance, and role-specific deployment.

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BPTrends ▪ September 2011

UPS Case Study

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