Comprehensive Analysis: UPS Driver Training and Development Program

This report provides a detailed analysis of the UPS driver training and development program. It highlights the crucial role of driver training in the company's operations, emphasizing that drivers are not only responsible for delivery but also customer service. The report explores various components of the training program, including online simulated driving, customer service training, disaster management, and continuous skill enhancement. It also covers off-the-job training aspects such as machinery and equipment operation, safety protocols, and customer service skills. The report examines the technology used in training, including e-learning, classroom instruction, and practical sessions, and concludes with an analysis of the transfer of training through theoretical and practical assessments. The report references relevant literature to support its findings, providing a comprehensive overview of the UPS driver training model and its effectiveness.

Running head: TRAINING AND DEVELOPMENT 1
Training and Development
Name
Institution

TRAINING AND DEVELOPMENT 2
Training and Development
Driver training program is a crucial part of any business for a number of reasons. First,
delivery truck drivers are the one who picks up, transport and on arrival to their destination they
drop off the packages to the intended buyer. These drivers have a physical contact with the end
customers meaning that training programs put in place should not only encompass the driving
aspect alone but also customer service and courtesy to the end buyers. Some deliveries are bulky
enough, such as containers, and may require sophisticated operation of machinery and equipment
to offload and deliver the goods safely.
The current driving training program encompasses a number of studies such as:
i) Online driving learning: Drivers at UPS are first introduced to online simulated
driving programs. This provides a safe platform where failure and destruction of the
delivery packages is safe enough since there are no fatality consequence or any
damaged goods. The simulation then helps them be better drivers and better transport
the goods in the real world. Through the use of mobile or tablet driver’s simulated
program, drivers at UPS can easily access the trainee’s program and refresh or
enhance their driving skills (Reeves, 2006).
ii) Customer service training: drivers at UPS are not trained on being excellent drivers,
but are also trained with some degree of salesmanship. UPS understands that their
drivers are the faces or representatives of the organization to the real clients and they
are trained on customer services. Through the incorporation of case studies in their
driving training program, UPS is able to bring out the best of drivers and customer
service of their trainees (Levitz, 2010).

TRAINING AND DEVELOPMENT 3
iii) Training on disaster management: the drivers are not only trained on what they
expected on the road but also the unexpected. Incorporated in the e-learning program,
drivers at UPS are trained in the aspect of critical thinking and disaster avoidance and
management through the various simulated encounters in their training program
(Wallace, 2016).
iv) A continual training program: UPS does a continual driving training exercise
throughout the driver’s carrier at UPS. Training doesn’t stop at orientation nor the
simulated e-learning program but the training continues with new knowledge being
taught as they come, presenting the drivers with different scenario every time they
train to enhance their skills and preparedness (Niemann, 2010).
The off the job training
UPS also does off the job driving training. This is done so as to make the driver an all
rounded skilled driver who will not only deliver the goods to the intended customer but will also
deliver exceptional deliver service to them. Since the company deals with their customers only
behind a computer interphase and there is no physical contact between them, the company
considers their driver as their ambassadors. Hence customer courtesy and customer satisfaction
forms part of the training program. This training include:
Machinery and equipment training: Since UPD deals with the delivery of almost all types of
goods, from the very small one to the huge bulky goods training on delivery machine and
equipment is crucial for the bulky deliveries. These machinery such as lifts and cranes are
used to lift the deliveries out of the trucks and positioning them at the customer's directed
position. A training on the operation of these machine forms a crucial part of the drivers'
training program at UPS (Wolski, 2014).

TRAINING AND DEVELOPMENT 4
i) Safety training: drivers at UPD undergo a safety training program. Both taught using
simulations at e-learning and also a physical demonstration, the safety training is used
to equip the drivers with excellent knowledge of first aid administration in an event of
an accident. Simulations are used as a safe training environment as it allows room for
errors as there are no fatalities in the real world, but the knowledge obtained is more
than enough to save lives in the real world (Trebswether, 2003).
ii) Disaster avoidance and management: Driver’s at UPS are taught the aspect of disaster
avoidance and management. Most of the cargo to be transported are of great value
and price, hence accidents have to be avoided at whatever costs. Through carefully
selected simulation programs, the drivers are presented with scenarios to teach them
on disaster management (Goode, Salmon, & Lenné, 2013). Additionally, they are
provided with a disaster and they are to come up with the best solution on how to stop
or minimize the extent of the disaster saving not only their lives but the lives or others
and the packages as well.
iii) Customer service: UPS drivers are the ambassadors of the company. Drivers undergo
a serious customer service training program to improve their customer relations thus
boosting the image of UPS at large (Margolis, 2010).
The technology used in training
UPS Company trains their drivers in three modes of the environment. These are the online
environment rough e-learning, the classroom environment, and the hands-on practical
environment. These three leaning environment requires a different approach to the training
exercise, hence different technology is used.

TRAINING AND DEVELOPMENT 5
a) The online or e-learning environment used computers to rum up-to-date simulated
programs. These programs run and the drivers learn the various aspect of driving such as
disaster avoidance and management or are puzzled with a driving exercise.
b) The classroom environment is mainly used to teach theory such as customer services.
They mainly use projectors, where a UPS trainer teaches the excellent customer service
skills to the drivers.
c) Practical session is a session where the skills of the driver are evaluated based on what
they learned in class or an online platform. Its tastes the drivers understanding, driving
skills and the ability to think critically.
Transfer of training analysis
Upon completion of the driving training exercise, the company presents two forms of
tests. The sitting exam and the practical exam the sitting exam tests the driver's theoretical
understanding of the whole training exercise. They mainly test theoretical machine operation,
customer service, critical thinking, road safety amount others. The practical test, however, tests
the driver's practical skills of driving, disaster evasion, and management, machine, and
equipment operation. Only those who show exceptional theoretical and practical skill are
allowed to take part in the UPS business.

TRAINING AND DEVELOPMENT 6
References
Goode, N., Salmon, P. M., & Lenné, M. G. (2013). Simulation-based driver and vehicle crew
training: applications, efficacy, and future directions. Applied Ergonomics Journal 44(3),
435-444. .
Levitz, C. (2010). UPS thinks out of the box on driver training. The Wall Street Journal, 2(6),
88-96.
Margolis, Daniel. (2010). Special delivery Learning at UPS. Chief Learning Journal, 9(3), 24-
27.
Niemann, G. (2010). Big Brown. The untold story of UPS). The Business Times, 3(1), 123-141.
Reeves, T. C. (2006). Literature review: UPS/DOL new driver service provider training project.
United Parcel Service of America, 9 (11), 230-233.
Trebswether, S. (2003). Safety at UPS. New York: Professional Safety 48(10), 18-23.
Wallace, R. (2016). Leadership Lessons from a UPS Driver: Delivering a Culture of Us, Not Me
Chicago: The Business Journal, 18(4), 37-42.
Wolski, C. (2014). Safety goes virtual at UPS. New York: The Automotive Fleet, 53(4), 117-121.

TRAINING AND DEVELOPMENT 7
Appendices

TRAINING AND DEVELOPMENT 8

TRAINING AND DEVELOPMENT 9