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Noncompliance Pickup Compliance
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<blockquote data-quote="upsdude" data-source="post: 475493" data-attributes="member: 2033"><p>Pickup Compliance isn’t an issue in my center, of course that could change tomorrow. It was an issue a year ago. I understand the need to be consistent with pickup times, customers, most of them, need regularity from UPS. Customers also need regularity from UPS for delivery times. Upper management at UPS doesn’t seem to mind if our delivery times are all over the map. By golly you had better make that pickup within a certain time frame or else! I don’t get it. We lost what was a feeder load delivered daily to a huge warehouse because we wouldn’t guarantee the customer a time window we would arrive. FedEx said no problem and won the business. Get this, if our guy (in a 26 footer, could have been a feeder) isn’t finished when FedEx shows up we have to move and let Fred have the door. Yep, after saying no to a routine delivery time and losing to FedEx, now we have to scramble to finish before FE arrives. Maybe we should have, never mind, we don’t have a “report” for that. </p><p></p><p>We’ve been told in PCMs to hit stop complete within the time frame, even if you’re not at the PU. We’ve been told to have the pickup time adjusted in the DIAD so we fit into the time frame. If customers are really that interested in “Compliance” then why are we falsifying records to meet the goal? Why are we adjusting the “times” to fit our needs as opposed to the customer’s needs? I asked my center manager (when it was a HOT issue) if he knew what time I was supposed to make a certain pickup. He had no idea. I told him that if the customer had an issue with what I was doing he would know about it. </p><p></p><p>I swear it seems like UPS just thinks up garbage they can do an audit on. Stuff they can use to initiate progressive discipline on an hourly. </p><p></p><p>I can envision a time when a customer will ask me to come back and I can’t. I explain the “Compliance” issue, reports, warning letters, falsification of records problem, conference calls etc. while this conversation is taking place a guy dressed in purple walks in and says “sure, I’ll be back at 4”.</p></blockquote><p></p>
[QUOTE="upsdude, post: 475493, member: 2033"] Pickup Compliance isn’t an issue in my center, of course that could change tomorrow. It was an issue a year ago. I understand the need to be consistent with pickup times, customers, most of them, need regularity from UPS. Customers also need regularity from UPS for delivery times. Upper management at UPS doesn’t seem to mind if our delivery times are all over the map. By golly you had better make that pickup within a certain time frame or else! I don’t get it. We lost what was a feeder load delivered daily to a huge warehouse because we wouldn’t guarantee the customer a time window we would arrive. FedEx said no problem and won the business. Get this, if our guy (in a 26 footer, could have been a feeder) isn’t finished when FedEx shows up we have to move and let Fred have the door. Yep, after saying no to a routine delivery time and losing to FedEx, now we have to scramble to finish before FE arrives. Maybe we should have, never mind, we don’t have a “report” for that. We’ve been told in PCMs to hit stop complete within the time frame, even if you’re not at the PU. We’ve been told to have the pickup time adjusted in the DIAD so we fit into the time frame. If customers are really that interested in “Compliance” then why are we falsifying records to meet the goal? Why are we adjusting the “times” to fit our needs as opposed to the customer’s needs? I asked my center manager (when it was a HOT issue) if he knew what time I was supposed to make a certain pickup. He had no idea. I told him that if the customer had an issue with what I was doing he would know about it. I swear it seems like UPS just thinks up garbage they can do an audit on. Stuff they can use to initiate progressive discipline on an hourly. I can envision a time when a customer will ask me to come back and I can’t. I explain the “Compliance” issue, reports, warning letters, falsification of records problem, conference calls etc. while this conversation is taking place a guy dressed in purple walks in and says “sure, I’ll be back at 4”. [/QUOTE]
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