Thursday, September 24, 2015

Disorganized UPS: Cause for employee, investor & shareholder concerns?

NOTE: I have seen the sort of pattern described below before in my previous work as a reporter and columnist for Dow-Jones, TheStreet.Com, WallStreetJournal.Com, and Marketwatch. 

UPDATE: This -- Latest disorganized UPS effort indicative of a shaky corporate culture -- should be added to the communication missteps described below 

It is clear from the pattern of communication from the UPS social media and customer service teams that the system suffers from a severe lack of communication and the inability to capture and assimilate information. Just look at these tweets over the past 24 hours.

Also note the broad time span among the messages UPS sent. 

No indication that anyone talked to anyone else.

Also indicative that they have no organized system for coordinating customer service response.

When corporate personnel continue to ask the same question over and over and over, it is clear that either they are just going through the motions. Or they do not care. Or communication and coordination are so bad that they don't know. All of the above? Impossible to tell.

Inadequate information system reflecting broader corporate flaws?

There is also no indication that the social media team has any access to other parts of UPS corporate information.

This earlier post -- United Parcel (Dis)Service continues totally clueless behavior -- indicates that inadequacy clearly.

And it is also obvious that none of them knew about the trouble ticket I opened by phone during my 16-minute conversation, starting at 6:13 p.m., Sept. 22, with a UPS supervisor named "Mario."

Perhaps worse is the possibility that UPS corporate rewards these folks NOT for solving a problem, but for simply following a flawed and rigid corporate script.

Cause for shareholder and investor concerns

And, worst of all, that sort of meaningless, rigid, bureaucratic busywork could be a reflection of an overall corporate culture that may be too inflexible up and down the line to handle any sort of disruption in the overall market.

Employee whistleblowers say safety concerns ignored

That certainly seems to be the case with the mishandling of large objects. I've now heard from whistleblowers at the shipping employee level who say UPS corporate has ignored employee efforts to have the company provide adequate equipment to prevent injuries to employees and damage to shipments.

More on that as more credible and verifiable information becomes available.

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