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Oz Nelson Passed
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<blockquote data-quote="RetiredIE" data-source="post: 5561165" data-attributes="member: 38557"><p>Most of you folks are too young to remember the Quality project in the 1990s. The goal was to provide perfect service no matter the cost. I am honestly not certain that was the true intent of the project, but that was how it was interpreted by the front line. It was a disaster. It turns out that cost is a component of quality...Go figure.</p><p></p><p>And residential delivery (being drudged up as deferred delivery). That mess devolved from grouping (based on location) and deferring delivery on specific days to grouping everything and not delivering any of it.</p><p></p><p>The basic issue with these types of programs is that UPS always puts out new metrics to measure the effort. These metrics are rarely tested or well-thought out and almost always lead to unintended consequences.</p></blockquote><p></p>
[QUOTE="RetiredIE, post: 5561165, member: 38557"] Most of you folks are too young to remember the Quality project in the 1990s. The goal was to provide perfect service no matter the cost. I am honestly not certain that was the true intent of the project, but that was how it was interpreted by the front line. It was a disaster. It turns out that cost is a component of quality...Go figure. And residential delivery (being drudged up as deferred delivery). That mess devolved from grouping (based on location) and deferring delivery on specific days to grouping everything and not delivering any of it. The basic issue with these types of programs is that UPS always puts out new metrics to measure the effort. These metrics are rarely tested or well-thought out and almost always lead to unintended consequences. [/QUOTE]
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