Tuesday, March 3, 2009

Service Process Design

UPS employees are equipped with tecnical skills, are flexible and personable, and willing to work with customers face to face at any store or even on the the phone or online. Also, UPS provides all of the information on your shipment and it can be accessed via phone or internet.

UPS spends more than $300 million per year on training and education programs for its worldwide workforce. From driver safety training to the Community Internship Program, UPS ensures that its employees have the knowledge necessary to do their jobs safely and effective. Here is an example why they have good customer service contact: ATLANTA, Oct. 4, 2005 - UPS (NYSE:UPS) today announced the induction of 354 drivers into its "Circle of Honor," pushing to 3,956 the total of active elite drivers who have steered clear of accidents for 25 years or more. - better driving is better service.

UPS Service Guarantees
The customer always feels safe when the company offers guarantees. This means that its assures that they will actaully perform as promised.

The new reliability guarantee, offered at no additional cost, applies to direct shipments between points in the United States (48 contiguous states) and points served by UPS Freight service centers in Calgary, Edmonton, Halifax, Moncton, Montreal, Toronto, Vancouver, Windsor and Winnipeg. It is being offered at a time of continued strong trade growth between the two countries. The U.S. Transportation Department says surface transportation trade totaled $45 billion in February, up 18% over the prior year.
The 3 elements of the UPS service-product bundle include:
1- Tangible Service (Explicit Service): the actual service that UPS does for their customers by delivering their product.
2- Psychological Benefits (Implicit Service): How secure UPS customers feel when they choose UPS as a service for their product to be delivered to their destination and how efficient they do the service.
3- Physical goods (facilitating goods): How UPS gives the impression of how good, neat, professional and efficient UPS employees dress, deal with consumers, and how fast and convenient they get the package delivered to their customers in a great condition.

The cell they operate in on the service matrix:
The cell that ups operates in on the service matrix would be co-routed because it’s a standard service with different prices and options of how fast the customers wants his package to be shipped by using moderately repeatable sequence.

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