Home
Forums
New posts
Search forums
What's new
New posts
Latest activity
Members
Current visitors
Log in
Register
What's new
Search
Search
Search titles only
By:
New posts
Search forums
Menu
Log in
Register
Install the app
Install
Home
Forums
Brown Cafe UPS Forum
UPS Discussions
What is Service?
JavaScript is disabled. For a better experience, please enable JavaScript in your browser before proceeding.
You are using an out of date browser. It may not display this or other websites correctly.
You should upgrade or use an
alternative browser
.
Reply to thread
Message
<blockquote data-quote="pretzel_man" data-source="post: 309737" data-attributes="member: 927"><p>Santa:</p><p> </p><p>I think your question was a good and thoughtful one.</p><p> </p><p>In the broadest sense, its doing what we promise. Casey said to never promise more than we can do. He also said that service is the sum of many little things done well.</p><p> </p><p>When Mike E. said to treat each customer like they were the only one, he was trying to say that we need to be a big company that acts like a small one. He wanted customers to get a single and flexible view of UPS.</p><p> </p><p>Service has gotten much harder than when I started. Customers now EXPECT packages to be delivered by the date and time we say. We do that in the high 90% of the time.</p><p> </p><p>They also want us to react flexibly. So we have special commit times, intercepts, and other promises for customers.</p><p> </p><p>You mention DPS / PAS. Did you know that on average, PAS sites have better service than non-PAS sites. </p><p> </p><p>I know that some will say that in their center its bad. That's poor management. On the whole however, service is improved.</p><p> </p><p>BTW, service is significantly better in 2007 vs. 2006. (At least as measured by GSR's)</p><p> </p><p>I'm sure I didn't answer the question, but I thought it was a thought provoking one.</p><p> </p><p>P-Man</p></blockquote><p></p>
[QUOTE="pretzel_man, post: 309737, member: 927"] Santa: I think your question was a good and thoughtful one. In the broadest sense, its doing what we promise. Casey said to never promise more than we can do. He also said that service is the sum of many little things done well. When Mike E. said to treat each customer like they were the only one, he was trying to say that we need to be a big company that acts like a small one. He wanted customers to get a single and flexible view of UPS. Service has gotten much harder than when I started. Customers now EXPECT packages to be delivered by the date and time we say. We do that in the high 90% of the time. They also want us to react flexibly. So we have special commit times, intercepts, and other promises for customers. You mention DPS / PAS. Did you know that on average, PAS sites have better service than non-PAS sites. I know that some will say that in their center its bad. That's poor management. On the whole however, service is improved. BTW, service is significantly better in 2007 vs. 2006. (At least as measured by GSR's) I'm sure I didn't answer the question, but I thought it was a thought provoking one. P-Man [/QUOTE]
Insert quotes…
Verification
Post reply
Home
Forums
Brown Cafe UPS Forum
UPS Discussions
What is Service?
Top