follow the outline, and complete the 4-6 outline

ADMIN 4900 Business Plan Final Paper

Part 1 

UPS Store on CSUSB Campus  

5500 University Parkway 

San Bernardino Ca 92407-2393

(909) 537-5000

csusb.edu/UPS

[email protected] 

Current Service problem to solve: Because the local post office is very busy due to high demand, they have been delaying postal services. Having a UPS Store on campus can provide postal service for the entire campus without any delays.

· Problem Characteristics:

·  High demand in local postal service

· Low in space

· Low in resources

· Low in employees

· Unsatisfied customers

·  Problem effects on stakeholders:

· Unsatisfactory service = unsatisfied stakeholders

· Why is it important:

· It is important to solve the problem because it will affect UPS’ reputation in a negative way 

· Competitors will have more success if the problem isn't solved.

Service Characteristics: Retail shipping, postal, printing

· Uniqueness, niche:

· UPS provides its services in 200 countries. 

· The largest package delivering service in the world 

· High/Low Cost:

· Rent for space

· Weekly payroll

· Equipment (Mailroom)

· Distribution Channel of Service 

· Provide a mail room for students’ easy access to their packages/mail 

Part 2

· Industry history

· Market and History definicion 

· Industry- “a group of manufacturers or businesses that produce a particular kind of goods or services” https://www.vocabulary.com/dictionary/industry

· Market- “a group or groups of customers who require the products and services provided by an industry” https://threerooms.com/blog/difference-industry-sector-market

· Major competitors and descriptions

· Top 3 Competitors: FedEx, DHL, and USPS

· FedEx ( https://bstrategyhub.com/fedex-swot-analysis/ )

2. Strengths: Overnight Shipping service, tracks packages to provide instant real time updates, operates in 220 countries 

2. Weaknesses: Poor management of capacity demand, increasing transport cost

2. DHL ( https://www.marketing91.com/swot-analysis-dhl/ )

3. Strengths: growing in developing countries, largest global freight carrier

3. Weaknesses: Poor marketing

2. USPS( https://ukdiss.com/examples/united-states-post-office-swot-analysis.php )

4. Strengths: been around for 200 hundred years, located in almost every town across the nation

4. Weaknesses: Federal government institute, limited to diverse expansion, not in the free market

. Competitor Strategies and niche

3. FedEx supply chain allows quick overnight shipping

3. DHL: according to Tim Coltman, John Gattorna and Stuart Whiting, DHl divides their target market into segments for customer alignment at no additional cost 

2. Tim Coltman, John Gattorna, & Stuart Whiting. (2010). Realigning Service Operations Strategy at DHL Express. Interfaces (Providence), 40(3), 175–183. https://doi.org/10.1287/inte.1100.0491

3. USPS provides services for the US

· Product/Service History

. Service features

1. National and international delivery system 

1. Tracking 

1. E-commerce

1. Contract logistics

. What problem does service solve?

2. Delayed shipping and delivery 

2. Shipping protection

2. Tracking assurance 

. Category sales 

. Previous Performance Versus Competition History( https://csimarket.com/stocks/compet_glance.php?code=UPS )

4. UPS stock performance was 39.66% while competitors were at 29.58% 

. Estimated market shares ( https://www.datanyze.com/market-share/logistics--129/ups-market-share )

5. 128%

· Company History

. Start ( https://www.historylink.org/File/1679 )

1. 1907

. Size

2. Small office 

2. Deliveries made by foot or on bike 

. Major changes 

3. 1929 started overing air services through private airlines

. Mission statement ( https://mission-statement.com/ups/ )

4. Grow our global business by serving the logistics needs of customers, offering excellence and value in all that we do. Maintain a financially strong company with broad employee ownership-that provides a long-term competitive return to our shareowners. Inspire our people and business partners to do their best, offering opportunities for personal development and success. Lead by example as a responsible, caring, and sustainable company making a difference in the communities we serve.”

· Organization Plan

. Who is in charge?

1. Business partners Jessica Mercado, Nam Doan, Ziyang Chen

· Department/Division leader

· Domestic and international shipping - Jessica

· Mailbox services- Nam & Ziyang

 

· Leadership Style

· Training new hires with a coaching leadership style 

· Hiring practices 

· Great attitude for customer service 

· Look for drive and vision

Part 3

· Technology Available 

· Access to 2 computers in store  

· Access to 2 more computers for customers

· Customer access to copy machine

· Customer access to printer 

· Customer access to fax machine

· Primary Research Collection

· Personal Interviews

·  Interview current UPS customers on previous UPS experience

1. Can help improve service satisfactory 

. Focus groups 

2. get online feedback from customers on technology in store and customer service experience

. Survey Data Collection and Analysis

3. Collect all surveys and data to identify trends in sales

3. Request surveys to collect data for store/service improvements 

.  Customer Purchase Data

4. Observe, track  and document customer purchases

4. observe, track and document customer interactions with in-store technology 

· Technology Advancements

. Operational

1. Software for package labels 

1. Scan barcodes and labels to input into tracking system in central computer 

1. Use UPS Global View software to track packages

. Media Driven

2. Collab with csusb to create social media platforms and market UPS on campus store 

2. Promotions with CSUSB social media platforms

. Data Collection

3. Require customers to complete quick and simple surveys on the store computer after use

1. Forces customers to provide feedback