Total Quality Management in UPS

INTRODUCTION In the recent business environment, the economy is changing from a manufacturing base to an information/service base. Although UPS has always been a stable and smart company that knows where it wants to go, it was also drastically affected by increased competition and technological advancements. UPS finally heard the wake-up call. In 1994, the company announced that it would undertake major changes which would be a company-wide initiative to improve its existing quality. Upper-level …

…in the competitive industry. It also knows that the right balance between technology and customer interactions is critical. Without it, customers might decide to take their business elsewhere. UPS also understands the importance of its employees, therefore it provides training and empowers to its employees in order to satisfy the customers. The implementation of TQM has lead to the success of the UPS, and obtaining a lot of awards from recognized magazines and consulting firms.