BUSA 310: Dr. Chris Lee
Value Chain Model
Value Chain Model of United Postal Service
United Postal Service (UPS) and every business has a Value Chain Model in order to be able to make sure that you have the best values for your internal and external customers. We have two activities, which are the Support and Primary. The UPS Support activities involve the Firm Infrastructure, Human Resource Management, Technology Development, and Procurement. The Firm Infrastructure has to deal with the important aspects of Financial Policy, Accounting, and Community Affairs. In order to make sure that UPS has the best customer service they employ a continuous customer service educational system that spans across all aspects of management. UPS internally uses some of the most sophisticated communications equipment available in the world in order to continuously track each package through every step of its delivery process.
The Primary activities include Inbound Logistics, Operations, Outbound Logistics, Marketing and Sales, and Service. Both of the Logistics has to deal with their customers’ parcel packages from dropping off to delivering. Their Operation primary activity has mostly to do with the scheduling, routes, and other transportation requirements to make sure that the packages are transported and handled safely to their destination. For UPS to stay on top with their competitors they use frequent customer deals, company uniforms and trucks to portray their image, corporate accounts, advertising, and etc. as part of their Marketing and Sales strategies. The largest concern for UPS is that customer satisfaction is not just met but exceeded through use of superior services by their phone service, lost package and complaint follow-ups, and damage package investigations. Porter’s Competitive Forces Model
Competitive Forces Model...