History•Started as a phone message service in 1907 and developed into a shipping and receiving company by 1930•In 1952 it began to expand geographically•In 1991 developed a customer service focus•Electronic clipboard•In 2000 – e-Ventures•Acquisition of Mail Boxes Etc

UPS Today• Excellent customer service, up-to-date technology

– Website• Tracking system

• DIAD (Delivery Information Acquisition Device• Customer tailored technology to increase the ease and speed to access tracking info• e-logistics

Industry Analysis• Largest package delivery company and leading global provider of specialized

transportation and logistics services• Supply chain management and e-commerce• CFM – competitive forces model of UPS

– Customers

– Competition

– Suppliers

– New entrants

IT & UPS• Information Technology Governance Committee• UPS online tools• ERM, CRM & e-commerce systems

– Actininc, Celerant Technology and Netsuite Inc.

• 9/11 and safety

• Overall effect of IT on consumers

UPS vs. FedEx• Revenue UPS: ~$30mil vs. FedEx ~$20mil• UPS focus on ground vs. FedEx focus on air and overnight deliveries• FedEx was the pioneer in the incorporation of IT• Wireless handhelds• Strategic alliances• Comparative advantage

S.W.O.T. Analysis• Strenghts• Weaknesses• Opportunities• Threats

Conclusion• Focus on customers• Continuous improvements• Strategic Alliances• Think ahead of technology• IT