service quality management
BX2062: Operations Management
Singapore Campus, Study Period 52, 2011
Case study Assignment
Lecturer-in-charge: Aung Kyaw Oo
Students’ Names: Li Ting (12530089)
Liu Ting (12529934)
Zeng Ying (12516660)
Ma Wenqian (12530023)
Wang Xiaodan ( 12528918)
Table of Contents
I. Background to UPS …………………………..………………………………….….……. 3.
II. Recent history and evolution of logistics ……………………………….…….. 4.
a. Include information on significant milestones in logistics maturity …………..…….. 4.
b. Describe a typical logistics model prior to UPS in 2011 ……………………..……… 5.
III. The Transition at UPS …………………………………………………………………. 7.
a. Identify the key drivers for logistics transformation at the company ………….…… 7.
b Describe the process undertaken ……………………………………………….......… 9.
c Ascertain the key milestones of the transformation ……………………….…….…. 11.
d Consider the impact on the business model and strategy at UPS ………..………. 15.
e Quantify the financial benefits of the transition to both UPS and customers .....… 18.
IV. Sustainable logistics at UPS ……………………….……………………….…….. 20.
a. Expand on the statement ‘Logistics is sustainable’ on the UPS home page ….… 20.
b. Identify the sustainable logistics direction of the company ………………….……. 25.
Executive Summary ……………………………………………………….………………. 29.
Conclusion …………………………………………………………………………....………. 30.
References ……………………………………………………………………..……………… 31.
Appendix ………………….…………………………………………………………………… 32.
I. Background to UPS
United Parcel Service (UPS) is a package-distribution company which was established in Seattle, Washington, USA. UPS is a global leader in supply chain, logistics, and information services. The company operates in more than 200 countries and territories around the world, delivers over 15 million packages every day (Richard L. Daft, 2009). UPS started its business by using brown trucks as its transportation tools, because of its brown color trucks and employee
Singapore Campus, Study Period 52, 2011
Case study Assignment
Lecturer-in-charge: Aung Kyaw Oo
Students’ Names: Li Ting (12530089)
Liu Ting (12529934)
Zeng Ying (12516660)
Ma Wenqian (12530023)
Wang Xiaodan ( 12528918)
Table of Contents
I. Background to UPS …………………………..………………………………….….……. 3.
II. Recent history and evolution of logistics ……………………………….…….. 4.
a. Include information on significant milestones in logistics maturity …………..…….. 4.
b. Describe a typical logistics model prior to UPS in 2011 ……………………..……… 5.
III. The Transition at UPS …………………………………………………………………. 7.
a. Identify the key drivers for logistics transformation at the company ………….…… 7.
b Describe the process undertaken ……………………………………………….......… 9.
c Ascertain the key milestones of the transformation ……………………….…….…. 11.
d Consider the impact on the business model and strategy at UPS ………..………. 15.
e Quantify the financial benefits of the transition to both UPS and customers .....… 18.
IV. Sustainable logistics at UPS ……………………….……………………….…….. 20.
a. Expand on the statement ‘Logistics is sustainable’ on the UPS home page ….… 20.
b. Identify the sustainable logistics direction of the company ………………….……. 25.
Executive Summary ……………………………………………………….………………. 29.
Conclusion …………………………………………………………………………....………. 30.
References ……………………………………………………………………..……………… 31.
Appendix ………………….…………………………………………………………………… 32.
I. Background to UPS
United Parcel Service (UPS) is a package-distribution company which was established in Seattle, Washington, USA. UPS is a global leader in supply chain, logistics, and information services. The company operates in more than 200 countries and territories around the world, delivers over 15 million packages every day (Richard L. Daft, 2009). UPS started its business by using brown trucks as its transportation tools, because of its brown color trucks and employee
References: Charles W. L. Hill & Gareth R. Jones (2007). Strategic Management: A Integrated Approach. 8th Edition. South-Western College Pub. P 168. Craig Cochran (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Success. 1st Edition. Scott M. Paton Publisher. P 2. Logistics is sustainable (20th August. 2011), retrieved from http://www.facebook.com/photo.php?fbid=262771453737165&set=a.213837078630603.63483.154423787905266&type=1&theater Richard L. Daft (2009).Organization Theory and Design. 10th Edition. Joe Sabatino Publisher. P 347. Tage Skjott-Larsen & Philip B. Schary (2007). Managing the Global Supply Chain. 3rd Edition. Copenhagen Business School Press. P 308. Appendix: