UPS has been successful due to its focus on customer satisfaction and innovation. It delivers over 15 million packages daily and has annual sales over $50 billion. UPS consistently ranks highest in customer satisfaction surveys compared to competitors. It has achieved success through technology solutions like UPS.com, which provide real-time tracking and visibility into supply chain management.

1. INFO 309 UPS PROJECT PAPER Abstract UPS is an international success. UPS provides services such as shipping, tracking, transportation freights, and business solutions. UPS help customers from all over the world with their shipping needs. For example with UPS freight, customers have the option of critical freight, LTL (light load of 39,000 lbs and less) frieght, and ocean freight to other countries. In addition, UPS is known for their up to the minute real time information that they make available to their customers. UPS has continuously found numerous ways to improved their efficiencies, speed of shipments and meeting the dynamics of their customer needs. Due to UPS's widely known success, performing a research on their information systems would contribute to a better understanding of how UPS successfully operates and distinguish possible factors that may interfere with their operations. The research will consist of determining UPS's opportunity, goals, success criterias, assumptions, risks, and obstacles. Obtaining more information and data these important factors can help UPS further improve their current exceptional services. The reserach can help small business in the postal and shipping industry with tips and data to help them be successful when they may decide to enter in this particular industry. Introduction Claude Ryan and Jim Casey founded the American Messenger Company in 1907. With a $100 loan and a Seattle basement, the two teenagers found their niche in running errands and carrying notes on foot or on bicycle, to making home deliveries for drugstore customers. In the beginning of the 20th century, there were other messenger services in competition with them, but they were able to hire other teenagers at lower wages, which kept their overhead low. In 1913, the improvements to the telephone system reduced the need for many messenger services. Because their business was heading in a new direction, the company’s name changed to Merchants Parcel Delivery. In 1919, the company made its first expansion beyond Seattle to Oakland, California, where the name United Parcel Service (UPS) debuted.
United
reflected the company's consolidated shipments, while
Parcel
indicated the kinds of deliveries the company made, and
Service,
is what the company offered. HYPERLINK
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[1] By 1993, the United Parcel Service was delivering 11.5 million documents and packages to more than one million customers daily. This enormous increase in business resulted in the UPS needing to rethink their business model. In order to keep prices competitive, improve efficiency and provide additional customer services, new technology needed to be introduced. UPS.com was introduced in 1994. The intention of UPS.com was to make previously internal only tracking capabilities available to all UPS customers. The popularity of online shipment tracking exceeded all expectations. The need for customers to track, locate and verify the arrival of shipments has proven to be an extraordinary business venture and 100 years later, UPS is the proven leader in air, ocean, ground and electronic services. This paper will focus on: Opportunity – United Parcel Service manages millions of packages and documents daily throughout the Globe. Advanced technical networks are needed to achieve the level of service and commitment that is expected by the company’s customers, vendors, employees and partners. Goal – UPS will facilitate the real time needs of the customer by utilizing available technology. This technology, through web-based solutions, will give customers full visibility of goods moving from beginning to end in the supply chain. UPS will utilize internet web-based e-Commerce Visibility Solutions, Supply Chain Management and UPS.com to provide customers with visible business solutions. Objectives - e-Commerce Visibility Solutions will allow customers to manage their own supply chains. Supply Chain Management will allow the customers to share shipping information throughout their own company as well as vendors/customers they do business with. UPS.com will utilize global e-commerce by offering its services in 32 different languages on 107 countries websites. Success Criteria – With the launch of e-Commerce Visibility Solutions, Supply Chain Management and UPS.com, statistics, complaints and comparisons, researched online, will be compared to FedEx and the United States Postal Service (USPS). Satisfaction and cost comparison criteria will be determined by independent surveys conducted by J.D. Powers & Associates and PriceWaterhouseCoopers via internet reports and findings. Assumptions, Risks and Obstacles – It is assumed that UPS is financially able and technologically capable to successfully manage and provide accurate, real-time visible business solutions using internet web-based technology. It is also assumed that the web-based applications will be functional and operational at all times. Potential risk factors include server malfunctions at major distribution centers, employee/human error and decrease in customer satisfaction. Obstacles include continuously changing technology and the growing cost associated with improving web-based applications. Additional obstacle is the competition of FedEx and USPS for the same target market. Opportunity Throughout the world, online shopping has become a multi-billion dollar a year industry. E-Commerce, as is it called, is the online transaction of business using linked computer systems of the vendor, host and buyer or customer. With the rapidly increasing growth of online shopping, low priced, efficient delivery and shipping methods are required. UPS has seized this undertaking in managing the logistics, distribution, transportation, freight, freight forwarding, international trade management and customs brokerage of more than 3.9 billion packages and documents a year. HYPERLINK
http://docs.google.com/Doc?docid=0ATuGwkMPm1ANZGdkZmt6YmJfNDdjdnZwOGJndw&hl=en
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[2] In order to manage and track the enormous amount of deliveries and pick-ups, UPS has built massive information technology networks over the past two decades to help capture and use real-time information. These networks make transparent the movement of goods inside corporate supply chains as well as the movement of packages inside UPS’s global network. They support everything from the rapid dispatch of spare parts needed to repair customer equipment to the real-time transfer of funds as a package is delivered. HYPERLINK
http://docs.google.com/Doc?docid=0ATuGwkMPm1ANZGdkZmt6YmJfNDdjdnZwOGJndw&hl=en
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[3] As an industry leader, UPS makes it easy and affordable to ship, receive and track online purchases from anywhere in the world. UPS has created a single Web page on UPS.com where customers can track airfreight, ocean freight and ground freight in addition to small package shipments. Customers can use this web page to track freight and small package shipments using either a tracking number or a customer-created reference number, such as a purchase order number. HYPERLINK
http://docs.google.com/Doc?docid=0ATuGwkMPm1ANZGdkZmt6YmJfNDdjdnZwOGJndw&hl=en
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[4] As business and customers have evolved and changed throughout the years, UPS has been a leader in innovative web-based technology. In order to provide exceptional service to all UPS customers, advanced web-based technology is a necessary requirement in order to fulfill the millions of online inquiries that occur constantly, each second of every day. Goals The ultimate goal of UPS is to consistently deliver high quality, efficient service to each and every customer throughout the Globe. To be successful in this effort, advanced web-based solutions and technology were implemented in order to meet the demands of customers requiring real-time full visibility of goods moving from beginning to end in the supply chain management cycle. The global commerce that UPS has attained is facilitated by different web-based computer applications. The first set of applications are e-Commerce Visibility Solutions and will utilize the Internet and mobile devices to provide customers with real-time visibility into their own supply chain management. UPS allows customers to manage their own supply chains through Tracking, UPS Signature Tracking and Quantum ViewSM. By utilizing these applications, UPS is able to serve the basic supply chain needs of their customers, shippers, receivers, importers and exporters. Additional applications that support the Supply Chain Management for UPS customers are Flex® Global View, UPS CampusShip™, UPS WorldShip®, UPS OnLine®Tools, UPS ReturnsSM on the Web, and ConnectShip™. These applications allow UPS customers to share their shipping information with their own customers as well as throughout their own company in different locations. UPS.com receives an average of 115 million hits per business day. Because of this enormous volume, UPS.com collaborates with Yahoo!, eBay, PayPal, SAP and Oracle, and Best Software. This global e-commerce collaboration allows UPS to operate it’s website in 32 different languages and in 107 country websites. “Information technology is the key to providing this coordination,” says Gunnar Adalberth, director of UPS e-commerce marketing, “UPS has made supply chain visibility one of the most important strategic priorities in its efforts to help synchronize global commerce for its customers.” HYPERLINK
http://docs.google.com/Doc?docid=0ATuGwkMPm1ANZGdkZmt6YmJfNDdjdnZwOGJndw&hl=en
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[5] With the successful sustainability of e-Commerce Visibility Solutions, Supply Chain Management and UPS.com, high quality, efficient visible delivery services will ensure the realization of successful global e-commerce. Objectives The introduction to UPS.com in 1994 was the beginning to their new world of e-commerce. The objective of UPS is the ability to touch each customer in their own particular way, whether a small business client, big corporations, or regular customers like me. Their capability to perform these different tasks comes with understanding technology, such as information systems. UPS.com was the beginning, now UPS has information systems with the capacity to perform a wide variety of applications. These are web-based solutions as follows, UPS.com, e-Commerce Visibility Solutions, and Supple Chain Management. With these three UPS can ultimately solve any problem that a customer might encounter. Each of these solutions has sub applications that are specifically modified for certain areas of business. e-Commerce Visibility Solutions Tracking, UPS Signature Tracking, Quantum View Supply Chain Management Flex Global View, CampusShip, WorldShip, Online Tools, Returns on the Web, ConnectShip UPS.com and Affiliates Yahoo, eBay, PayPal, SAP and Oracle, Best Software By utilizing these applications businesses have capabilities that enable them to keep their interest well taken care of, all from the comfort of their offices or homes. Each plays a fastidious part in the success with UPS. With the assortment of information systems each has its own objective, the following information will provide detail understand of each IS and its sub-applications and how they provide real time service for their customers. E-Commerce Visibility Solutions objectives are to leverage the Internet to provide customers visibility into their business processes, allowing them better customer service. Tracking, a service that has been available since 1995 gives customers’ instant 24-hour access to tracking information on specific packages, tracking request per day averages 9.1 million. With the value of packages increasing and the liability of business agreements, UPS has also giving the customer the ability to increase its tracking by adding UPS Signature Tracking. Like the ordinary Tracking, the ability to access information 24-hours a day instantaneously is also available with UPS Signature Tracking. The enhanced options is the signature image, this gives the customer insurance of proof of delivery. Also, this option is an example of the objective for UPS which is giving the customer real time service. Quantum View has three visibility services that give customers proactive status information about UPS shipments. The names are Quantum View Manage, Quantum View Data, and Quantum View Notify. Each of the three has specific objectives; the Quantum View Manage gives the customer the ability to view shipment information for multiple accounts without a tracking number. The Quantum View Data delivers proactive critical package status updates via data files over the Internet for customers’ and suppliers’ inbound and/or outbound packages. Lastly, the Quantum View Notify delivers proactive critical package status updates via email. The key for these services is “proactive” the information systems are acting alone while it updates the customer, leaving the customer to worry about other things.[13] Supply Chain Management objectives are to make data easy to use, update and most of all access. This gives the customer the capability to share shipping information throughout their company but most important their customers’. Flex Global View enables the customers’ visibility through the Web, by global standards. The name itself speaks volumes, air, ocean, ground and railroad transportation all through the Web, also to include purchase order, customs, and inventory management date. CampusShip provides out of touch users the ability to process a label and ship from their computers with Internet access, still giving the company control of the situation. With the world becoming an open market languages are important to integrate into information systems. This is way UPS made available WorldShip, which is in16 languages and 129 countries. The last two, Online Tools and Returns on the Web, are ways that UPS has incorporated Web solutions to cut cost. These solutions limit human involvement which save money but also increase customer satisfaction through effective information systems.[13] UPS.com and its Affiliates are key to the improvement of e-commerce for the UPS customer. The objective for the teaming with companies such as, Yahoo, eBay, PayPal, SAP and Oracle, and Best Software is to improve business processes for its customers’. For example, Yahoo enables UPS to provide small business merchants an easy and cost effective way to process and ship orders all within Yahoo. eBay and PayPal gave UPS the format to have a transportation company established a shipping center in an online marketplace to simplify transactions between buyers and sellers. This makes customers easy to reach with an integrated system giving the customer an easy place to conduct business. Best Software integrated UPS OnLine Tools to provide small business customers with the ability to calculate shipping rates, process shipments, and track packages all from within Peachtree Accounting 2005 product line.[13] Success Criteria Has UPS been successful in its efforts to consistently deliver high quality, efficient service to each and every customer throughout the globe? Many would answer this question with a yes! However there are some areas we can look at to determine the answer to this question through real time data and comparing various parcel delivery services. These parcel companies will be United Parcel Service, FedEx, and United States Postal Service. There will be a focus on the following two areas, customer satisfaction and various statistics (such as annual sales, and packages delivered) and then a section on how successful the E-commerce has been for UPS. Customer Satisfaction By analyzing how well a company can satisfy its customers can tell us a great deal about how successful a company is. Whether it is a small company or a large one, success is success. When various forums, polls, and personal experiences with UPS were analyzed there was a renowned positive tone when referring to UPS. Although not every comment posted or experienced was 100% satisfaction it was very close. Like most things people are quick to post and complain about things that go wrong. However with the bad posts you can usually find good ones as well. It is no secret that UPS has had problems with delivering items, its what the company does to fix issues… that’s what sets it apart. To the polls… in a Business Week poll UPS ranked number 8 under the Customer Service Elite with 40% of the respondents saying that they would definitely recommend UPS to others. [6] While FedEx ranked number 21, and USPS was nowhere on the list, we can see that UPS has been and will probably continue to be successful with their ideas and innovation. J.D Power and Associates also has UPS as the Highest Customer Satisfaction when compared to all package delivery services. [7] While the polls show that UPS is successful lets take a look at various statistics on UPS, FedEx, and USPS. Various Statistics The statistics below are not exact and in some cases are taken from various years due to lack of current information, or incomplete information. Now lets look at the sales of each carrier compared to the packages delivered daily. The USPS seems to hold the highest sales and packages delivered, however USPS delivers normal letters where FedEx and UPS normally do not. We don’t usually go down to a UPS or FedEx store to send off a letter to our grandma unless we need to get it there by the next day. UPS is next in line for sales compared to packages delivered daily, which when compared to FedEx shows that UPS processes much more packages per day. All three-parcel delivery services provide a needed and wanted service to people around the world. However our focus is on UPS and how successful they have been in their goal to deliver packages and provide services. According to (http://www.hoovers.com/ups/--ID__40483,ticker__UPS--/free-co-fin-factsheet.xhtml) UPS has increased its revenue each year since 2006. This is a great indicator for success; it shows there has been possibly new customers, or even a greater demand for package delivery. United Parcel Service UPS, which is the focus of this paper, has on average an annual sales total of $51,486 ($mil.). Packages delivered daily – 15.1 million [8] FedEx On average FedEx has an average annual sales total of $37,953 ($mil.). Packages delivered daily- 3.3 million [9] United States Postal Service On average USPS has an average annual sales total of $74,973 ($mil.). Packages delivered daily- 667 million [10] UPS may not be the top parcel service, but they are a proven successful company, and many times lead the race in using technology to increase performance and reduce delivery time. By utilizing e-commerce UPS has been able to increase sales and increase customer satisfaction. E-commerce The ability to be able to create a label stick it to a box and drop it off or even call in for a pickup on a package gives businesses and individuals the power to send a receive at the click of a button. So what is e-commerce and how has UPS taken package delivery and tracking those packages to a whole to level. Well e-commerce is “the process of buying, selling, transferring, or exchanging products, services, or information via computer networks, including the Internet.” (Rainer 168). UPS has taken e-commerce and put it to work by creating UPS.com, Visibility Solutions, and Supply Chain Management; all of these areas take advantage of processing data via the Internet. Since UPS went live in 1994 [11] with UPS.com they have streamlined the way people deliver their packages and have given them a way to know almost exactly where their packages are at all times. Other package delivery services like FedEx also offer package tracking to the same degree as UPS, however UPS also offers another e-commerce service called Supply Chain Management. By providing unique supply-chain solutions, UPS allowed its customers to better serve their own customers, and focus on core competencies. [11] Supply Chain Management allows a company to better track their own inventories, which in turn helps them provide for their customers better. As you can see UPS has brought great e-commerce functionality to its own business and others, and if history is any indicator UPS will continue to be on the leading edge of new technologies and solutions to package delivery needs. Assumptions, risks, obstacles The assumption with UPS is that their ability to provide accurate and up to the minute information for customers and vendors to view their delivery and shipping status at the time that the customer and vendor desires. Though there may be issues on a varying basis, majority of the time UPS obtain the assets to provide efficient delivery data. UPS has the ability to provide their customers the option of obtaining real-time information on their shipments. UPS provides their customers this capability through their online websites. They provide their customers the option of tracking their packages and shipments by reference; emails, signature tracking, mobile tracking, quantum view, and also access flex global view. According to UPS’s website, quantum view helps customers manage their shipping information efficiently. Quantum view provides third parties the options of informing their customers of notification on their shipments. In addition, it also allows the customers to build personalized tracking report. The flex global view is a management and visibility tool that gives the customers an integrated view of their supply chain that is continuously updated through UPS’s data centers. UPS’s flex view also gives the customers enhanced details on their ocean freight, air freight, their supplier and inventory information. Besides providing effective online tracking to customers, UPS also provides services of allowing companies that use UPS to add a tracking function directly on their website for their customers purchasing from them. This functionality should help reduce the customer calls that they may receive in regards to package shipments. In addition, this may help with increasing the number of their site traffics. This UPS Online Tools Tracking allows the user up-to-the-minute status of their shipments, reports whether it is local or international directly from the web site. It's available in a basic HTML version as well as a more advanced XML version (UPS.com). The tool is able to let the user of this online tool to copy the HTML code and apply it to their website for the purpose of remaining the UPS looks and format. The Online tool can also be available in different languages that may be needed for different places in the countries. Because the XML version of the online tool requires web services programmers to code, UPS also include in their online tool a developer kit that will help elaborate and demonstrate to programmers how to code UPS functionality into their current and existing website applications. In addition, customers of UPS (patrons & vendors) expect UPS resources such as the useful process of tracking packages and shipments online to be always functional and operational at any given time. According to an article written by Elena Malykhina, “UPS Seeks Reliability, End to End Visibility,” she discusses how UPS is trying to create and build a one-to-one customer relationships, and in addition, UPS is trying to maintain its IT infrastructure with what UPS called dial-tone reliability. This goal of UPS includes dispersing out about 38,000 fourth-generation Delivery Information Acquisition Devices to their drivers in the United States and Europe. According to the article, the handheld device that UPS’s drivers posess currently can obtain electronic signatures, keep track of customer data, supports CDMA and GPRS standards for real-time wireless communications in the field, and the global-positioning-satellite technology. The global-positioning-satellite technology is supposed to help their drivers by providing them with detailed directions and 128 Mbytes of memory. In addition, UPS is also supposed to provide new customer services and spend about $100 million for developing, manufacturing, and delivering 100,000 of the handheld devices over the next several years. Another project that UPS is investing and developing on is executing a project where UPS will create what they call
package-flow
technology in the UPS's package centers. These package centers will have a suite of custom-built software that will integrate operations research and mapping technology to find the best way possible for the boxes to get loaded and delivered to their customers. Cutting the distance that the drivers are traveling by at least 00 million miles each year of one of their obstacles that they are trying to reach. UPS is also trying to accomplish their goal of replacing their ring scanners, the ones that are used by their package movers. Doing so requires that UPS disperses 55,000 Wi-Fi terminals. UPS is trying satisfy their 7.9 million and plus customers with an efficient supply-chain where they ship about 14 million packages daily to more than 200 countries. UPS is supported by IBM that provides UPS with their reliable data environment DB2 database. Their database consists of 236 terabytes of data for their visibility tools. According to UPS, these are the tools that are vital to their goals of creating one-to-one customer relationships. For example, UPS’s Quantum View tools let their customers customize their views of the shipment history, and let them get notices when a package arrives or is delayed. Large businesses may benefit where they have multiple locations, allowing them to customize for locations, life cycle of movements, and also allow them to sort the information in any order they may want. Many of their customers do not know about the background that allows UPS to successfully do what they do. UPS has about 490 custom built applications that are created to enhance their customer services such as allowing some of their customers to add on UPS’s tracking application on their websites. According to the article, UPS have introduced TradeAbility software that can handle everything related to the movement of goods across borders for customers with global logistics. UPS have spent about one billion dollars on information technology evenly throughout the years. Some of that money goes into maintaining their data center in Atlanta and Mahwah, N.J. The risk is that there may be potential factors that could hinder the operation and resources of UPS that will prevent the cascade of inoperable services that UPS provides. Some of the risks that UPS may experience are the competitiveness of Fed Ex, DHL, and the United States Post Office. Obstacles such as keeping up with the increasingly growing and expanding technology industry, competitors, and many potential external and internal factors is what the UPS need to prepare to plan for a solution to take on these obstacles. UPS may need to prepare themselves in the event that their current technology may experience glitches that may lead to the inaccurate information of shipments and packages. This inaccuracy may lead to problems in the customer service and satisfaction sector. One of the way UPS may prepare against various potential risks is to create a continuity plan. A business continuity plan is purposely set to help business lay in writing their plans in the case of an emergency or disaster. By planning to prevent and handle these potential risk factors, UPS may limit and reduce the risks that can be twice as bad if they do not have a business continuity plan. Usually a business continuity plan includes things such as services, data, and assets that can be utilize to protect the organizations from business failure in the event of the unforeseeable risks. Other things that UPS may consider to when creating a business continuity plan are personnel, information, equipment, financial allocations, legal counsel, infrastructure protection and accommodations. In addition, things that may put UPS in risks of business interruptions are natural disasters such as tornadoes, floods, blizzards, earthquakes and fire, accidents, sabotage, power and energy disruptions, communications, transportation, safety and service sector failure, environmental disasters such as pollution and hazardous materials spills, and cyber attacks and hacker activities. Recommendations After reading multiple posts from various websites it seems that the biggest problem UPS encounters is its ability to have moral and ethical drivers. Now this is not the case for all drivers, but most of the bad experiences people have is due to drivers who seem to not care. So there is not really an information technology issue with UPS that we could find. UPS seems to be on the cutting edge of technology. There is however a couple issues that kept coming up over and over about the UPS drivers. The tracking system would show that a delivery attempt was made but no one was around to sign for the package. The packages are delivered to the wrong address and then cannot be found after delivery to the wrong address. There were numerous complains about the tracking system showing that an attempt was made to deliver the package, but no signer was present. People who were home all day and never heard a knock or a doorbell ring made most of these complaints. Gregory posted this “I just looked at tracking and find out that
delivery attempt was made and receiver was not available for signature.
Ok where the hell have I been all day?” [12]. Gregory went on to say that there was not even a note left that an attempt to deliver was made. So what can UPS do to provide a better service? Well it will have to start with the drivers themselves. Until the driver feels that it is important to provide quality service there is not much that UPS can do besides what it does already by providing training and policies to follow. There are policies that a company has, but there is really no enforcement of those policies. The enforcement could be follow these rules or lose your job, but with the laws of today’s world you cant just fire someone just because they don’t follow a policy. Also if the cost of training a new employee is greater then keeping a bad one on, a lot of companies choose to keep the bad employee. If UPS does not already do it, they should incorporate some kind of seminar that all drivers must complete that helps instill a more personal outlook on how they deliver packages. For example, put themselves in the customer’s shoes, would they as a driver be upset if a package was updated with a status of attempted to deliver, and there was never a knock at the door? Every driver should look at delivering packages as if it was their own and they were waiting on it. They would want it to be delivered in a timely and accurate manner. The driver should not expect the customer to want anything less then what they the driver themselves would want. Now for the packages that are delivered to the wrong addresses and UPS says oh well to it was delivered is another story. This issue has a more technical solution. UPS uses satellites now to upload data from the handheld devices to their main system for tracking all packages. When the package is delivered the handheld should record the coordinates (longitude and latitude) of the delivery location. This will ensure that the package can be tracked to the origin of the wrong delivery and actions can be pursued. There are some addresses that are difficult to find, so some wrong deliveries are bound to happen, but as UPS corrects these problems they need to also update their GPS systems to show these locations that don’t seem to be on the map. Maybe UPS is doing this maybe they are not, but the simple fact is that they need to try harder to get their drivers feeling like every package is their own. If everyone would give 100% to every job they had no matter what it was, even stepping stone job there would be happier people everywhere. If we really think about it, we are not upset with a company we are upset with people. And those people are the same ones who would be upset if it happened to them. So why not just treat everything we do the way we would like to be treated and solve a lot of the issues before they happen. HYPERLINK
http://docs.google.com/Doc?docid=0ATuGwkMPm1ANZGdkZmt6YmJfNDdjdnZwOGJndw&hl=en
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[1] http://www.pressroom.ups.com/About/History/Entering_the_Common_Carrier_Era/container/0,2746,,00.html HYPERLINK
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[2] http://www.pressroom.ups.com/mediakits/factsheet/0,2305,866,00.html?mkname=companyinfo HYPERLINK
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[3] http://www.pressroom.ups.com/mediakits/pressrelease/0,2300,4443,00.html HYPERLINK
http://docs.google.com/Doc?docid=0ATuGwkMPm1ANZGdkZmt6YmJfNDdjdnZwOGJndw&hl=en
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[4] http://www.pressroom.ups.com/mediakits/pressrelease/0,2300,4730,00.html HYPERLINK
http://docs.google.com/Doc?docid=0ATuGwkMPm1ANZGdkZmt6YmJfNDdjdnZwOGJndw&hl=en
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[5] http://pressroom.ups.com/mediakits/pressrelease/0,2300,4443,00.html [6] http://bwnt.businessweek.com/interactive_reports/customer_satisfaction/index.asp [7] http://www.crm2day.com/content/t6_librarynews_1.php?news_id=EplEAuFAlVckLRJrmm [8] http://www.wikinvest.com/stock/United_Parcel_Service_(UPS) [9] http://news.van.fedex.com/node/3710 [10] http://www.usps.com/communications/newsroom/postalfacts.htm [11] http://www.ups.com/content/corp/about/history/1999.html [12] http://www.complaintsboard.com/complaints/ups-c10313.html [13] http://pressroom.ups.com/mediakits/popups/factsheet/0,1889,748,00.html http://www.informationweek.com/news/global-cio/showArticle.jhtml?articleID=60405849 http://www.publicsafety.gc.ca/prg/em/gds/bcp-en.asp