Case study info

Learning
is taken very seriously
at the United Parcel Service, Inc.
(UPS).
For drivers,
UPS has developed highly
specialized and detailed
procedures
describing the motions,
behaviours, and actions
drivers should perform
for efficient and highly quality
customer service
that minimizes strains and
injuries.
When making a delivery,
a 12-step process
describes how, in 15.5 seconds,
drivers should park their trucks,
locate the package to be
delivered,
and step off the truck
(this process is called selection
at UPS).
All sorts of detailed procedures
are described in UPSs 340
Methods manual
(actually, UPS has many more
than 340 methods and prescribed
procedures).
Lifting,
loading, and lowering boxes,
where and how to hold keys to
the truck,
where to get gasoline,
how fast to walk,
and how to walk on slippery
surfaces
are just a few of the behaviours
that are described in detail in the
manual.
Ensuring that

Interpretation
Learning
seriously
United Parcel Service (UPS)

Drivers
highly specialized
detailed
procedures
motions
behaviours
actions
perform
efficient
highly quality customer service
minimizes strains
injuries.
delivery
12-step process
15.5 seconds,
park their trucks,
locate the package
step off the truck
selection

340 Methods manual

has many more
prescribed procedures

Lifting,
loading,
lowering boxes,
where and how
hold keys to the truck,
get gasoline,
fast to walk,
walk on slippery surfaces
described in detail in the manual.

new drivers

new drivers learn all of these

prescribed procedures and
processes
is of utmost importance at UPS.
Traditionally,
UPS relied on 2 weeks of lectures,
memorization and drills, and
subsequent practice.
However, in the 2000s,
managers become concerned
that some of their trainees
who are typically in their 20s
were failing the traditional
training process,
that is seemed to take longer
for trainees
to complete training and be
ready to drive
it was taking between 90-180
days rather than typical 30-45
days average,
and new drivers had higher
quit rates than in the past.
Realizing that
trainees might need more
hands-on kind of instruction
to learn how to be effective
and safe drivers,
managers at UPS decided to
develop a new training
process
that take a total of 6 weeks,
includes 1 week at an
innovative training facility
called Integrad,
and incorporate 30 days
driving a truck.
It took more than 170 people,
including top managers at UPS
given UPSs policy of

learn all of these prescribed

procedures and processes
utmost importance
Traditionally
2 weeks of lectures, memorization
and drills,
subsequent practice.

managers
concerned
trainees
failing the traditional training
process

longer

complete training
be ready to drive

new drivers
higher quit rates

hands-on kind of instruction

learn
effective and safe drivers
new training process

Integrad

top managers
policy of promoting

promoting from within, many

of these managers started
their careers at UPS as drivers,
researchers from Virginia Tech
and MIT,
animators from Brainvisa
based in India,
and forecasters from the
institute
for the Future 3 years to
develop Integrad,
and they had the support of a
$ 1.8 million grant from the
Department of Labour
Integrad,
cost over $ 30 million to build
and equip
has over 11,000 square feet,
and is located in Landover,
Maryland.
Hands-on learning
is emphasized at Integrad.
Trainees
play videogames
in which they are the drivers
and have to locate obstacles.
Trainees
learn selection on UPS truck
with transparent sides
so they can actually see the
instructor performing the
steps
and then practice the steps
themselves
rather than trying to learn the
steps through a lecture and
memorization.
When trainees
Try out different movements,
Computer diagram and
simulations teach them

researcher

animators

forecasters
develop Integrad

Cost

Hands-on learning

videogames
drivers
locate obstacles

learn selection
truck with transparent sides
instructor performing the steps

practice
lecture and memorization

Trainees
Different movements
Computer diagram and
simulations

How following UPSs prescribed

procedures
Protect them from debilitating
injuries.

Teach
Procedures

Protect from debilitating injuries

Video recorders
Show trainees
What they are doing correctly
and incorrectly
As Stephen Jones,
A manager at UPS indicates,fre32
Tell them what they did
incorrectly,
And theyll tell you,
I didnt do that.

Video recorders
Trainees
Correctly and incorrectly

Manager

Tape

Replica of a town
small houses, streets, street sign,
sidewalks, and pseudo businesses
Opportunity

You saw wrong.

This way weve got it on tape and
They can see it for themselves
Clarksville
A replica of a town
With small houses, streets, street
sign, sidewalks, and pseudo
businesses
Provide trainees with the
opportunity
To drive a real truck, and make
deliveries
Trainees are required
To make five deliveries in 19
minutes
Following UPS procedures in
Clarksville
Trainees also
View animated demonstration on
computer screen
View 3-D simulations
Take periodic electronic quizzes,
and
Are scored on various aspects of
their behaviour
To assess learning and

Procedures

Animated demonstration

Periodic electronic quizzes

Behaviour

Learning and performance

performance
To learn

how to safety make deliveries on

slippery surfaces
such as icy sidewalks,
trainees carry a 10 pound bo
down a greased tile surface
wearing shoes that have no tread
( called the slip and fall )
To protect

them while they are learning

that it is important to stand

straight
and take very small steps under
these condition,
they wear a safety harness
Given that

UPS wants its drivers to help

locate new sales leads by
identifying packages of
competitors,
a video game has trainees use
avatars to find competitors
packages
Trainees also learn

to follow the UPSs dress code

and work with others as a team
The learning

that take place at integrad

benefits both trainees and UPS
Failure rates during training

have gone down as have first

year injuries
and accidents
and driver proficiency
has increased
UPS

is opening a second integrad

training facility in the Chicago
vicinity
UPS :

learning

not just importance for new

make safe deliveries

stand straight
small steps
wear safety harness

help locate new sales

video game - to find competitors
packages

dress code
work with others as a team
give benefits to both trainees and
UPS
first-year injuries
accidents
driver proficiency

opening second integrad training

facility

Learning
Importance (new drivers and all

drivers
but for all members of the
organization
prided itself on being a learning
organization for much of its
existence

members)
Prided itself
Learning organization

UPS:
Given its promotion from within
policy
one of the ways in which
employees learn
is by having a series of different
positions in various locations .

Anne Schwartz
As a Vice President of Global
Learning and Development
started her career at UPS as a
driver in Detroit Michigan.

Anne Schwartz
Then she held the following
series of positions which helped
her continuously learn and
develop on the job
human resources supervisor;
helping to start up operations in
Ontario, Canada
human resources manager
positions in South Carolina,
Kansas, and Ohio
working with engineering,
strategy, and mergers and
acquisitions groups in Atlanta
Working in Asias supply chain
business solutions unit
Back to headquarter in Atlanta
for her current position

As Schwartz
That promotion from within

Promotion from within policy

(UPS)
ways (Employees learn)
Different positions in various
location

Career

Start
Driver (UPS)
President

Vice

Held the following series of

positions
Continuously learn and develop on
the job
Human resources
Working with others group
Back to current position

Promotion from within policy

Fabulous career

policy allows UPSers like me to

have this fabulous career and
development opportunities
around the globe.

Development opportunities

UPS
Realizing that learning never
stops
continues to develop new ways
to encourage learning not just for
new employees but for all
members of the organization.

Learning never stops

New ways
Encourage learning (new and all)

Integrad
using new technologies to
encourage hands-on learning
when it is needed is a top priority

Integrad
New technologies to encourage
hands-on learning
Top priority