Case Study: United Parcel Service, Inc. (UPS)

Mar 2, 2001

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Main Lessons

UPS has done a remarkable job of leveraging their core competencies for the new world of e-commerce. They have figured out how to deliver their core business services in new ways, while leveraging their tremendous infrastructure assets.

They haven't forgotten where they came from. In that they have managed to preserve their company culture. It has served them very well in promoting the creative thought necessary to come up with new ways to do business and grow the company.

They were brave enough to change the vision, starting at the top, and committing themselves to it from the top all the way down through every employee of the company. They managed to do it quickly by making changes in their processes and organizational structure.

UPS has been aggressive in finding new revenue streams with existing and new customers. They understand not only their customers and related needs, but have also figured out ways to deliver more value. They have expanded the roles they can play in the overall value web by leveraging their infrastructure and expertise.

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