Starting with Service

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He was also aware that this idea of “quality” meant different things to different people – it was open to customers’ own interpretations of what factors – schedule, courtesy, cleanliness – were most important to them. All of these factors are combined into what a lot of people nowadays call the “brand experience”. Of course, Jim put it in his own words:

“...quality is largely a matter of appearance. People judge us by the visual and mental impressions they get. If those impressions are to be favorable, we must have the appearance of doing a good job. Not only does this apply to the physical appearance of plants, cars, and people, but it also applies to the impressions created by the work we do and how we do it.”

And to Jim, that “impression” wasn’t some bit of fluff or extra expense. He was aware of the very quantifiable effect that the impression could have on the bottom line of his business. He understood that the power of impression – the power of the brand – was critical to being able to operate as a premium provider in the marketplace, to better serve UPS’s customers, employees, shareholders, and communities, past, present, and future.

The statistical information included here was current at the time it was published in 2007. To see more recent statistics, visit our pressroom.

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