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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
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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
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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
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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
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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
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S.W.O.T. Analysis Strenghts Weaknesses Opportunities Threats
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Conclusion Focus on customers Continuous improvements Strategic Alliances Think ahead of technology IT
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