There are many shipping, packaging, and delivery services throughout the global business community, however there are none that have developed the reputation of the master brand other than the United Parcel Service. There are few people that are not familiar with the big brown truck or the plain brown uniforms worn by the UPS employees. Fortune magazine selected UPS as "America's Most Admired" transportation company for the 17th consecutive year. They have been able to do this by the implementation of total quality management. TQM has 5 main attributes that it relies on: intense focus on the customer, a concern for continual improvement, improvement on the quality of everything that the organization does, accurate measurement, and the empowerment of employees. UPS implements all of these functions in their everyday operations.
             The United Parcel Service focuses on its customers very intensely. They are the first delivery company that has developed a tracking system. This tracking system also known as a "smart label" is making packages more deliverable, sortable, and trackable than ever before. "Smart Labels are chock-full of information, including a Maxicode, tracking number, routing code, postal bar code, and service icon. These new labels provide pre-loaders with specific instructions on loading a package, including the exact package car, shelf, and shelf position to which the package is destined."(Inside UPS, August 2000) This benefits the customer by insuring that their delivery will be quicker and more efficient. These smart labels are also identified by a twelve-digit number that may be entered into the UPS website so that you can locate your package at all times during the delivery.
             The handling of packages is a major part of focus on the customer. Employees are instructed to use a hand to surface method of handling the packages. This type of handling decreases the amount of damage that i...