1. The Value Chain Primary Activities

2. Inbound Logistics The Brown Truck Drop Boxes The UPS Store Storage and Warehousing

3. Operating Activities Shipping Package Routing Scheduling – Flight – Ground – Operators Upkeep – Fueling – Maintenance

4. Outbound Logistics Package Delivery – In store pick up – Home delivery Redelivery scheduling

5. Sales and Marketing Sales – Customer side phone operators – Corporate accounts – Customer retention programs Frequent user discounts Marketing – The UPS Truck – Advertising “That’s Logistics!” – Promotional – The UPS Uniform

6. Service Activities Lost package service Package insurance – Damaged package claims Customer support – Complaint investigation

7. Support Activities

8. Procurement No raw materials Packages are the product

9. Technology Development Online package tracking system Website The signature computer – Links in to overarching customer systems

10. HR Management Training – Sales Customer service Corporate account agency – Driver Flight Boat Land – Package handling – Route Pick up Drop off

11. Firm Activities Quality Control Community – Charity Financial – Accounting

12. Value Added International shipping Convenience – UPS Store – Home delivery Reliability – Continuous training activities Web tracking – Peace of mind – Certainty