http://theprofessornotes.com/archives/934?utm_source=rss&utm_medium=rss&utm_campaign=ups-reports-a-5-y-o-called-to-return-to-sender-fail Where my thoughts and your eyes (and now ears!) collide Mon, 14 May 2012 20:59:08 +0000 hourly 1 http://wordpress.org/?v=3.3.2 http://theprofessornotes.com/archives/934/comment-page-1#comment-10508 Shelly Fri, 29 Jan 2010 15:31:34 +0000 http://theprofessornotes.com/?p=934#comment-10508 As a former UPS employee, I can tell you that it is most likely the fault of the Operations Management team (and most directly, the driver). The corporate culture of UPS Operations is one of managment by intimidation/yelling. Within the delivery center, Managers and Supervisors are "graded" on their percent of packages delivered, a well as those delivered on time. If a driver cannot deliver a package that their DIAD board (the brown boards that tell them how many packages they should have on their truck for each address) then they must enter a reason. My guess is that the driver either lied because the package wasn't in his truck, or the technology that is intended to give ups.com users visibility had failed somewere along the way. The CSR was likely only telling your brother what their screen told them (as they are all in centralized call centers now and have lost specialized knowledge due to cost savings measures). As a former UPS employee, I can tell you that it is most likely the fault of the Operations Management team (and most directly, the driver). The corporate culture of UPS Operations is one of managment by intimidation/yelling. Within the delivery center, Managers and Supervisors are “graded” on their percent of packages delivered, a well as those delivered on time. If a driver cannot deliver a package that their DIAD board (the brown boards that tell them how many packages they should have on their truck for each address) then they must enter a reason. My guess is that the driver either lied because the package wasn’t in his truck, or the technology that is intended to give ups.com users visibility had failed somewere along the way. The CSR was likely only telling your brother what their screen told them (as they are all in centralized call centers now and have lost specialized knowledge due to cost savings measures).

]]> http://theprofessornotes.com/archives/934/comment-page-1#comment-10482 Nick Sat, 23 Jan 2010 15:43:56 +0000 http://theprofessornotes.com/?p=934#comment-10482 I don't think you're being too harsh. And let's not forget when entities such as "DishNetwork" claim that the receiver wasn't returned to them even though UPS says it has. I don’t think you’re being too harsh. And let’s not forget when entities such as “DishNetwork” claim that the receiver wasn’t returned to them even though UPS says it has.

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