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UPS SCS Case Study
- 1. Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 3. Case Summary
1997 – Sold its Truck Leasing Unit
Purchase Sonic Air
UPS Business
1995 – UPS Logistics Group , Freight Services
(WWL + SPL; Service Parts Logistics)
1994 – The Worldwide Logistics (WWL)
1907 – United Messenger Company
1907 - Present
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 5. UPS SCS’s Organization
A Staff Line Matrix; 1995
Headquarters
Each Region is Profit Center
(Decentralized organization)
UPS SCS Regional Head
Americas Regional
Director
Asia Regional Director
Operation
Operation
Operation
Sales
* Staff Units provide support
for line management, that
consist of;
- Financial control
- Human resources
- Marketing / Business
development
Europe Regional
Director
Sales
Sales
Customer Service
Customer Service
Customer Service
Staff Units*
Staff Units*
Staff Units*
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 6. UPS SCS’s Growth
UPS’s Growth Motivation
The business trend to
“Globalization”
Competitive pressure
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 7. UPS SCS’s Growth
1995 – Worldwide Logistics Unit (WWL) and Service Parts Logistics (SPL) integrated and called UPS
Supply Chain Solution Unit
Worldwide
Service
(Shipping /
trailers)
Truck
Leasing
Consulting
Distribution
Center
Storing
WORLDWIDE LOGISTICS UNIT (WWL)
Tracking
Replacement
Parts Shipping
SERVICE PARTS LOGISTICS (SPL)
UPS SUPPLY CHAIN SOLUTION (UPS SCS)
1997 – Acquires Sonic Air and offer next-day delivery (growth in replacement parts market)
UPS SCS
Sonic Air
Capacity to quickly ship from
40 Parts Warehouses around the
World
1999-2001 – 16 key acquisitions to build the capacity and need “people on the ground”
Offers completed supply chain solution from UPS’s business network advantage
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 8. UPS SCS’s Growth Strategy
Diversify into
New Market
Acquisition
o
o
o
Internal New
Venture
Joint Venture
Acquisition is main instrument to UPS SCS’s growth
Understanding local customers and requirements by “People on the
ground”
Acquires capacity is key strategic planning
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 10. UPS SCS’s Integrate the Acquisitions
UPS’s Culture
Perfection and rapid response
- Customer expect no mistake
- Attention to customer’s concern
Partnership
- Managers helped each other
regardless of their profit center
Conservative financial practices
- Utilized conservative financial planning
methods in order to minimize shareholder risk
Standard operating procedure
- Followed formal procedures precisely
Safety
- Employee safety practices
were integral to the culture
Growth
- Valued growth
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
Employee-centered culture
- Valued teamwork
- Treated fairly to everyone
- 11. UPS SCS’s Integrate the Acquisitions
1st - Culture
Putting people first
- Management and Leadership program
- Treats people fairly, background less
Changing the culture
- Builds new culture by “Brown way”
- Transfer 1,500 employees from acquired
companies to be line management
- “Building the Business” workshop
Facilitating teamwork across
-
Teamwork approach
Top management rotate program
Performance standards
Compensation model
Incentive program
2nd - Operation (sales force)
Sales Strategy
- One standard and consistent strategy for all
(Selling the solution)
- Applied BSC for aligning the goals
The Sales process
- Improve sales process by expertise from
acquired companies and small package unit
- Reduce variable of service (Setting standard
questions and answers)
Sales Training and Development
- Sales development plan
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 12. Performance Standard & Compensation Model
Performance Std.
- Profit-and-Loss plan
- Station manager is expected to
achieve 5% of target P&L
Sales performance standard will be
changed by geographic and the
industries targeted
Compensation
- Salary-plus-Incentive formula
- Stock incentive
- Common stock price incentive policy
(benefit from a project)
- Sales incentive plan
- 20-40% of sales expenditure is
compensation
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 13. Performance Standard & Compensation Model
Performance based compensation
Network Expense
P&L Plan
Stock Incentive
Salary-plus-Incentive
formula
Sales Revenue
Bonus Incentive
Vary base geographic,
industries targeted
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
Manager
Sales
- 14. UPS SCS’s Balanced Scorecard (BSC)
People
Financial
Results of employee relations
survey, Safety, Turnover and
Diversity
Net operating income , revenue ,
gross revenue and worker’s
compensation (managers were
expected to minimize safety risks
and control this expense)
Customer
Internal business
perspective
Inventory accuracy , on-time
performance as defined by the
customer ,and Visibility along
the supply chain
Process , internal efficiency
measures, order fulfillment
accuracy and through-put
measures
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 15. UPS SCS’s Balanced Scorecard (BSC)
o
o
Goal Mapping among the acquired companies by Balanced Scorecard
Do the business consistency
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 16. UPS SCS’s Business Strategies
Business Position
Medium
Invest heavily for
growth
Invest selectively and
build
Logistics
Medium
Invest selectively and
build
Develop selectively
and build on strengths
Low
Develop for income
Solution
Replacement Parts
Logistics
Low
Market Attractiveness
High
High
Develop selectively Freight service
for
income
Harvest or Divest
Small package
Harvest
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
Divest
- 17. UPS SCS’s Business Strategies
o
o
o
o
Improve customer’s businesses by adding value to each part of the
supply chain
Industrial engineering is core competency
Acquire resource, skill and competency from others
Build UPS to be Trusted Brand
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 18. UPS SCS’s Value Proposition
1.
2.
3.
4.
5.
Supply chain improvement
Reduce time to market
Technology (Sorting, Tracking, Costing “World ship software”)
Global Service (make customer’s business from local to worldwide)
Network optimization (Customer’s cost saving)
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 19. UPS SCS’s Marketing
Segmentation
Target Marketing
Others
Government
Small Business
Industries
Supply chain is critical part of their business model
U.S. government is the world‘s
largest logistics buyer
Purchase Menlo Worldwide
Forwarding helps UPS
penetrate this segment
successfully
Retailers/Suppliers
Automotive
Healthcare
High tech
UPS’s long-term customers
based , face with cost
pressure in a fickle
marketplace
Moving high value, timecritical products and parts
Delivery competency is
required
This segment is large and
growing, shipped expensive
parts, complex distribution,
lagging on SCM
Moving high value, timecritical products and parts,
replacement parts delivery
required many location
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 21. Sales Force Challenges
The Problems of Sales Force after Acquisitions
1. Sales force shrink 60% from stress and pressure dealing with new
corporate examination and evaluation system
2. Single service always proposed (e.g. transportation) despite UPS
strength is Industrial engineering or solution consulting service, that
make UPS loss of growth opportunity
3. Sales lack of industrials knowledge, cannot provide the right solutions
to customer
4. Multi-channel problem of communication make customers confuse in
service providing
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 22. Sales Force Challenges
Solutions
1. Improve channel of consulting service to be easier to access by
customer, e.g. simplify sale process, provide guideline and best
practices
2. Develop sales force to be expertise, initiate completely supply chain
services training program. Intentionally develop in…
Module 1 : UPS Products available (Intranet or web-based system)
Module 2 : Services providing of each Industries
Module 3 : Solution selling skill
a salesperson should be expert in only 2-3 products/services
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 23. Sales Force Challenges
Solutions (Cont.)
3. Develop new Incentive system to consistent with knowledge evaluation
result, motivate sales force to develop themselves
4. Not only selling skill but service capability shall be developed, Sales
force should be able to provide service for customer in basic cases, it
will improve customer satisfaction
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 24. Competitive Challenges
UPS SCS dealing with variety of competitors as following ….
1. Small business competitor focuses on niche market and concentrate with
single service of transportation, UPS avoid these competitors by propose
solution service instead of only transportation service
2. Large business competitor focuses on the same market and has
capability to provide logistics solution as well as UPS such as DHL, Exel
and FedEx
3. Consulting firm competitor such as IBM, Accenture , McKinsey and Ernst
& Young, the mentioned companies provide consulting service of
Logistics and Supply chain including financial management as theory of
process optimization, UPS SCS propose realistic solution from actual
experience dealing with these competitors
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 26. UPS SCS’s Strengths and Weaknesses
Strengths
o Expert on Industrial Engineering
o Owned completely supply chain resource
o Premium services (Next-day delivery)
o Strong brand with trusted logistics provider
o Long history and possess large customers based
Weaknesses
o Sales force doesn’t has enough knowledge to selling
supply chain solution
o High turnover rate (Developing program stressor)
o Weak brand in supply chain consulting
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 27. Recommendations
1.
UPS SCS should to focus on single service customer as well, because of these
customer group can be developed to solution service customer if they have more
experience and grow up in the future. UPS SCS should position them like a business
partner for helping customer to success
2.
Develop customer knowledge through various media or advertising
3.
Focuses more on sustainable development especially human resources ......
• Improve incentive system and others compensation / benefits
• Recruit new generation / talent, into proper development system. Build
organization on which diversity of generation, allow people to initiate new ideas
for work process improvement
4.
UPS brand is just transportation provider in mostly customer perception, UPS should
to position brand image to be consultant who provide solution on best practices with
experienced team, not only theory.
Copyright © 2012 by College of Management, Mahidol University. All rights reserved.
- 28. Copyright © 2012 by College of Management, Mahidol University. All rights reserved.