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Big Changes Ahead in TSG
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<blockquote data-quote="pkgdog" data-source="post: 475188" data-attributes="member: 20637"><p>P-Man...</p><p>You may think the reduced cost in TSG is worth the inconvience, but our customers do not. Here's a true story. Management has prevented us in TSG from visiting customer for Worldship issues over the past year which has lead to customer having to work on their own issues with our software. One of my customers wanted TSG to upgrade their system, management said no because it would result in increase mileage, plus in managements eyes...you only need to put a disc in the machine and run the software. However, the customer HAD a highly intergrated Worldship setup on an older version of Worldship. In the managers eyes, the customer can simply put the disc in the computer and let the upgrade happen. The customer refused to do this as they are not technically inclined. As a result, the BD guy (who may i say is paid much more than myself) ran the upgrade for the customer and it loaded just fine. The problem resulted a week later. The customer had a worldship setup that was an approved setup in previous versions of our software, and it was originally setup by UPS TSG. When BD upgraded the customer, they installed the software on a server which the newer version of Worldship do not support. Yes it may work, but somebody from above said it is not supported by UPS Worldship. A week after the upgrade, the customer had a problem, they called the help desk, the help desk told them that their setup was not supported by UPS and that the helpdesk could not assist them. This customer was furious at this point. This customer was shipping over $3000 per day with UPS. Today this customer is shipping $0 per day with us. Still think the reduced cost is worth the inconvenience???</p><p> </p><p>True story number 2. Customer was having worldship issues. The customer called the center looking for help. Managements only answer to this is to call the help desk. This customer refused to call the helpdesk for various reasons that i can only imagine. My experience with customers is some customers perfer to deal face to face with people, some customers have learned to expect face to face service, some people do not have time to call the helpdesk, and some customers have their backup plan setup right next to the UPS computer in the name of Fedex already. Regardless of the reason a customer doesn't call the helpdesk, do we simply say...well they can't follow the simple process of calling the helpdesk, then they don't deserve to ship with us? If they cannot or will not call the helpdesk, then their $2500 per day isn't good enough for us? </p><p> </p><p>Both of these situations occurred in the past 2 months in my remote building. Both customers are shipping with Fedex today. Both of these customers are being pursued by highly paid BD folks who should be out there getting new business, instead of trying to win back old business. Had I been more accessible like i once was, we would still have that business. </p><p> </p><p>It still amazes me after all of this happened, my managers still worry about the nickle and dimes they are saving by not having me drive out to a customer. I wonder how many miles i could have driven at $.50 per mile with all the money we have lost with these 2 customers alone from a small center. How many salaries could be paid each year from these 2 customers???? I have always wondered why the UPS managers lack the ability to see the "whole picture". Yeah...TSG is an expense...but look what can and does happen when you chop it down. Yeah P-Man....the cost cutting measures in TSG are worth it so you can get a fatter check. Hopefully your peripheral vision comes back to you soon and you have the ability to see the "big picture" (as you always tell the drivers. )</p></blockquote><p></p>
[QUOTE="pkgdog, post: 475188, member: 20637"] P-Man... You may think the reduced cost in TSG is worth the inconvience, but our customers do not. Here's a true story. Management has prevented us in TSG from visiting customer for Worldship issues over the past year which has lead to customer having to work on their own issues with our software. One of my customers wanted TSG to upgrade their system, management said no because it would result in increase mileage, plus in managements eyes...you only need to put a disc in the machine and run the software. However, the customer HAD a highly intergrated Worldship setup on an older version of Worldship. In the managers eyes, the customer can simply put the disc in the computer and let the upgrade happen. The customer refused to do this as they are not technically inclined. As a result, the BD guy (who may i say is paid much more than myself) ran the upgrade for the customer and it loaded just fine. The problem resulted a week later. The customer had a worldship setup that was an approved setup in previous versions of our software, and it was originally setup by UPS TSG. When BD upgraded the customer, they installed the software on a server which the newer version of Worldship do not support. Yes it may work, but somebody from above said it is not supported by UPS Worldship. A week after the upgrade, the customer had a problem, they called the help desk, the help desk told them that their setup was not supported by UPS and that the helpdesk could not assist them. This customer was furious at this point. This customer was shipping over $3000 per day with UPS. Today this customer is shipping $0 per day with us. Still think the reduced cost is worth the inconvenience??? True story number 2. Customer was having worldship issues. The customer called the center looking for help. Managements only answer to this is to call the help desk. This customer refused to call the helpdesk for various reasons that i can only imagine. My experience with customers is some customers perfer to deal face to face with people, some customers have learned to expect face to face service, some people do not have time to call the helpdesk, and some customers have their backup plan setup right next to the UPS computer in the name of Fedex already. Regardless of the reason a customer doesn't call the helpdesk, do we simply say...well they can't follow the simple process of calling the helpdesk, then they don't deserve to ship with us? If they cannot or will not call the helpdesk, then their $2500 per day isn't good enough for us? Both of these situations occurred in the past 2 months in my remote building. Both customers are shipping with Fedex today. Both of these customers are being pursued by highly paid BD folks who should be out there getting new business, instead of trying to win back old business. Had I been more accessible like i once was, we would still have that business. It still amazes me after all of this happened, my managers still worry about the nickle and dimes they are saving by not having me drive out to a customer. I wonder how many miles i could have driven at $.50 per mile with all the money we have lost with these 2 customers alone from a small center. How many salaries could be paid each year from these 2 customers???? I have always wondered why the UPS managers lack the ability to see the "whole picture". Yeah...TSG is an expense...but look what can and does happen when you chop it down. Yeah P-Man....the cost cutting measures in TSG are worth it so you can get a fatter check. Hopefully your peripheral vision comes back to you soon and you have the ability to see the "big picture" (as you always tell the drivers. ) [/QUOTE]
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