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Tqm at Ups

In: Business and Management

Submitted By vrhouse91
Words 5143
Pages 21
In recent years, the economy changed from an economy based on manufacturing to an economy based on service. United Parcel Service has always maintained it stability and has always been aware of which direction it is going. Due to increased competition from companies such as Federal Express and new technological advancements it sparked an opportunity for a much needed change. United Parcel Services saw what was happening and decided to take a step in a new direction. In 1994, UPS announced the major changes it would undergo, which turned into a company-wide initiative to improve its total quality management system. From this, the corporate managers began to seek out the differences between its original management structure and the new management structure. One major characteristic of UPS being a company-wide goal is customer satisfaction achieved through eighteen quality initiatives. This was not an easy change and the transition down the "Road to Quality" proved to be successful at the completion. “UPS has been ranked No. 1 in its industry in 27 of the 31 ‘Most Admired’ surveys conducted by FORTUNE, and was also rated among the best in the world as a long-term investment value and for its innovativeness, employee talent, social responsibility, quality of management, financial soundness, and quality of products and services.” (Russia) The forces that drove the company into success and continuous improvement were simply the powers of Total Quality Management. The aspects that were implemented to improve the UPS’ Total Quality Management include: 1. Technology Innovativeness 2. Transportation Programs 3. Employee Empowerment 4. Quality of Service 5. Customer Management United Parcel Service is the world's number one package delivery company in the United States and a leading global provider of specialized transportation and logistics…...

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