Managing Change at United Parcel Service (UPS)


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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

Case Details:

Price:
Case Code : HROA002 For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 + Rs. 25 for Shipping & Handling Charges

Themes

Change Management
Case Length : 14 pages
Period : 1907 - 2003
Pub Date : 2003
Teaching Note : Not Available
Organization : United Parcel Services UPS
Industry : Courier Service
Countries : Global

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 transformation 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.

Contents:

  Page No.
Introduction 1
Background Note 2
Business Segments 4
Corporate Culture and Organizational Change 10
Future Outlook 10
Exhibits  

Key Words:

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

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