Case Study: Total Quality Control at United Parcel Service (UPS)

This report presents a case study on the implementation of Total Quality Control (TQC) at United Parcel Service (UPS). It begins by outlining the importance of quality in business and the role of TQC in enhancing customer loyalty and service quality. The report then delves into the conceptual framework of TQC, highlighting its connection to customer relations, consumer loyalty, and shareholder value. It then presents a brief overview of UPS, its global presence, and the challenges it faces, such as the impact of strikes and labor agreements. The core of the report focuses on the application of the DMAIC (Six Sigma) method to address quality issues within UPS. The report concludes by emphasizing the significance of TQC in fostering continuous improvement and providing the best possible quality of products and services. The report also includes a list of references that support the analysis. This report is a great resource for students looking to understand how TQC principles can be applied in a real-world business context.

To determine the application of Total
Quality control within courier company:
case study UPS

INTRODUCTION
Quality is important aspects of every organization as it helps to
company for expanding their business and ensure long term
growth. There are different types of methods which can be
used by organization to improve quality. This presentation is
based on the Total Quality management and its application
within courier company.

Aim and Objective
Aim “ To determine the application of Total Quality control within
courier company: case study UPS”
Objective
 To study concept of total quality control
 To determine methods of total quality control within courier
company
To analyze the aspects that need to be considered for application
of total quality control within UPSTo determine the application of Total Quality
control within courier company: case study UPS

EXECUTIVE SUMMARY
Quality is strategy which is related to organization's customers.
To apply this approach there are various types of methods such
as Just-In-Time, Six Sigma and 5S methodology which can be
use be organization. Total Quality control process take place in
organization at every level to ensure quality in its services.

CONCEPTUAL FRAMEWORKS
 Total Quality Control play important role.
 With the helps of this approach organization try to gain
more customer loyalty and improve quality their services.
 It is associated with different factors such as customer
relations, consumer loyalty and shareholder relation
 To apply this approach there are various types of methods
which can be used by entity.

ORGANIZATION AND ITS
ENVIRONMENT
 United Parcel service is world
largest package delivery
company and a supply chain
management solutions.
 it delivery more than 15
million packages per day.
 it has 7.9 million customers in
more than 220 countries around
the world

DIAGNOSIS OF PROBLEM SITUATION
 One of the biggest factor which is effecting UPS needs in its
exposure.
 Strikes and work stoppage is another problem which is
facing by them.
 bargaining agreements also may affect UPS competitive
position and results of operations.

METHOD TO SOLVE CASE AND
EVALUATE RESULTS
DMAIC method
 This method is also known as
Six Sigma method.
 It seeks to make improvement
to the quality of output of
process by identifying and
removing defects from the
manufacturing process.
 This process is followed by
defined sequence of steps and
target to specific value targets.

CONCLUSION
Total Quality Control play important role in every organization.
With the helps of this approach organization try to improve
customer's loyalty and quality their services. In this approach
employees relation is also equally addressed so they can
provide the best quality of product to their customers. By
using TQC they try to improve quality of their products and
services. In this report UPS is facing may types of problems
which they try to improve by using different types of lean
methods such as Six Sigma.

REFERENCES
 Bon, A. T. and Mustafa, E. M., 2013. Impact of total quality
management on innovation in service organizations: Literature
review and new conceptual framework. Procedia Engineering. 53.
pp.516-529.
 Oakland, J. S., 2014. Total quality management and operational
excellence: text with cases. Routledge.
Online
 Total Quality Contro, 2017. [Online]. Available through:
<https://http://www.process-improvement-japan.com/total-
quality-control.html/>. [Accessed on 12th May 2016].

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