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Total Quality Management

UPS's management style is described as "quite" leadership with "loud" performance.

Please show some findings on UPS's (United Parcel Service), Total Quality Management Style and characteristics.

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RESPONSE:

1. UPS's management style is described as "quite" leadership with "loud" performance.

Tradition had a strong-hold on UPS and old ways of managing (Authoitarian), who decide to make a change in 1994. They decided to re-direct their time and energy into a TQM achieving internal and external customer satisfaction. The TQM was continuous improvement. The New Total Quality goals were developed for UPS:
*Become more focused on the external customer;
*Set as a goal a 90% rating for internal customer satisfaction;
*Identify and apply new technology that would improve existing operations and develop new business;
*Decrease time spent on auditing and reports;
*Concentrate on improving operational areas that have value to the external customer; and
*Spend less time on time study, and more time on training UPS management and hourly employees in job methods (http://cobweb2.louisville.edu/faculty/regbruce/bruce//cases/ups/htm/ups.htm).

18 initiatives were promoted: The first eight are priority initiatives which were started in January of 1996 and will be accomplished first within the first 18 months (by May 1997). The remaining strategies will be worked on after the 18 months (beginning May 1997). See the chart in the attached article.

In 1996, the process was evaluated (attached for convenience) and it found the company was moving towards the characteristics associated to transformational style management/leadership: the emerging organization of the twenty-first century will be networked, flat, flexible, diverse, and global?((http://cobweb2.louisville.edu/faculty/regbruce/bruce//cases/ups/htm/ups.htm)..Recognizing this, in 1996, further recommendation was to be initiated:
*Clarifying the role of teams.
*Stepping up team implementation.
*Bolstering the initial training sessions with follow-up courses in teamwork methods and problem solving. ...

Solution Summary

UPS's management style is described as "quite" leadership with "loud" performance. This solution provides research findings on the relationship between UPS's (United Parcel Service), Total Quality Management Style and characteristics.

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