Managing Change at United Parcel Service (UPS)

            
 
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Case Details:
Case Code : HROA002
Case Length : 14 pages
Period : 1907 - 2003
Pub Date : 2003
Teaching Note :Not Available
Organization : United Parcel Services UPS
Industry : Courier Service
Countries : Global

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Human Resource and Organization Behavior | Case Study in Management, Operations, Strategies, Human Resource and Organization Behavior, Case Studies
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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.



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Excerpts

Background Note

In 1907, James Casey realized that there was a tremendous need for private messenger and delivery services. Until that time, most messages and packages were delivered using domestic help (Only few Americans had telephones, and the US Post Office had not yet started its parcel post system)...

Business Segments

UPS operated in the following business areas:
Domestic Services
International Services
Non-packaging Businesses...

Human Resource and Organization Behavior | Case Study in Management, Operations, Strategies, Human Resource and Organization Behavior, Case Studies

Corporate Culture and Organizational Change

UPS had spent decades sticking to tried-and-true practices and strategies. For example, UPS drivers were trained on how to quickly buckle and unbuckle seat belts also to put their seat belts on with their left hand while simultaneously putting the key in the ignition with their right hand...

Future Outlook

The organizational change implemented in the mid- 1990s had made UPS more attentive to customer needs and also changing market & technology factors. The company's profit had grown rapidly at a compound rate of about 20% since 1997...

Exhibits

Exhibit I: Segment Wise Revenue Split-Up
Exhibit II: The Objectives of Trust and Teamwork Workshop
Exhibit III: Shift of Focus
Exhibit IV: The new goals for UPS's IE Team

 

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