Case Study Assigned: UPS in India – Time to Shift Gears?
Access the full-length case study you have been assigned at the top of this page within your Case Studies eText. You are required to read and analyze this case study.

Your analysis must:

Describe the company’s organizational culture and present evidence from the case to support your opinion. At a minimum, include discussion about the company’s values, norms and artifacts, as it relates to their culture.
Describe the company’s organizational structure and present evidence from the case to support your opinion. At a minimum, the discussion should touch upon the building blocks of an organizational structure (specialization, formalization, centralization and hierarchy.
Discuss whether or not you believe the organizational culture and structure align with the organization’s ‘strategy’. Explain your rationale.
Provide a total of four findings of fact; 1 from the following four functional areas of business:
Finance or Accounting
International Business
Provide a full justification and recommendation for each finding of fact (minimum of 1 page each)



Sample Answer

Sample Answer


UPS in India: Analyzing Organizational Culture and Structure

Organizational Culture:

UPS is known for its strong organizational culture centered around efficiency, customer service, and employee empowerment. The case study highlights how UPS values customer satisfaction and goes to great lengths to ensure timely deliveries. Evidence from the case includes the emphasis on training programs for employees to uphold service standards, reflecting a culture of continuous improvement. Additionally, the emphasis on teamwork and collaboration among employees showcases a culture that values synergy and mutual support.

Organizational Structure:

The organizational structure of UPS in India appears to be characterized by a mix of specialization and formalization. The case mentions how different departments handle specific tasks, indicating a level of specialization within the organization. Moreover, the standardized processes and procedures for handling shipments suggest a formalized structure. Centralization is evident in the case through the mention of key decisions being made at the corporate level. The hierarchical structure is reflected in the chain of command from top management to frontline employees.

Alignment with Strategy:

The organizational culture and structure of UPS in India align well with the organization’s strategy of providing reliable and efficient delivery services. The emphasis on customer satisfaction and employee training supports UPS’s strategic goal of being a leader in the logistics industry. The structured approach to operations complements the strategy of maintaining consistency and quality in service delivery. Overall, the culture and structure are well-aligned with UPS’s strategy of operational excellence.

Findings of Fact:

1. Management: The case study mentions UPS’s focus on leadership development programs to groom future managers. Finding: UPS invests in talent development to ensure a strong leadership pipeline.

– Justification: Developing leadership skills among employees can lead to better decision-making, improved employee morale, and long-term organizational success.
– Recommendation: Continue investing in leadership development programs to nurture a pool of competent managers.

2. Marketing: UPS’s adoption of technology for tracking shipments and providing real-time updates to customers. Finding: UPS leverages technology for enhanced customer experience.

– Justification: Embracing technology can improve operational efficiency, increase customer satisfaction, and stay competitive in the market.
– Recommendation: Further integrate technology solutions to enhance customer engagement and service offerings.

3. Finance or Accounting: The case mentions UPS’s cost control measures to manage expenses effectively. Finding: UPS prioritizes financial stability through cost management.

– Justification: Efficient financial management can lead to profitability, sustainability, and investment opportunities for future growth.
– Recommendation: Continue monitoring expenses closely and explore avenues for cost optimization without compromising service quality.

4. International Business: UPS’s expansion strategies into emerging markets like India. Finding: UPS pursues global growth opportunities.

– Justification: International expansion can diversify revenue streams, increase market share, and reduce dependence on specific regions.
– Recommendation: Conduct thorough market research and adapt strategies to local contexts for successful international expansion.

In conclusion, UPS’s organizational culture and structure in India are well-aligned with its strategic objectives, emphasizing customer service excellence, operational efficiency, and growth opportunities in the global market. By continuing to invest in talent development, technology adoption, financial prudence, and strategic international expansion, UPS can further strengthen its position as a leading logistics provider in India and beyond.



This question has been answered.

Get Answer