Total Quality Management in UPS

INTRODUCTION
In the recent business environment, the economy is changing from a manufacturing base to an information/service base. Although UPS has always been a stable and smart company that knows where it wants to go, it was also drastically affected by increased competition and technological advancements. UPS finally heard the wake-up call. In 1994, the company announced that it would undertake major changes which would be a company-wide initiative to improve its existing quality. Upper-level management began to contrast the "Old" and the "New" UPS, with one major characteristic of the…