The Making of a UPS Driver
® – Innovations in Driver Training
g
g
UPS Integrad
Alexi Carli – UPS Corporate Health & Safety
May 13, 2009
Agenda
•Company Stats / Structure
•Why UPS Integrad®
•Training
g facility
y highlights
g g
•Results
2
Founded in 1907
E l
Employees
– 464,000
464 000
Vehicles – 107,000
Planes – 570 – 9th largest
g
airline
Facilities – 1750 operations
2900 overall
Countries Served – 200+
Daily Delivery Volume – 15.5 mil
Freight LTL Shipments – 10 mil
F i ht LTL W
Freight
Weight
i ht – 11 bil lb
lbs.
2008 Revenue – $51.8 billion
UPS moves 7% of US GDP
* Note – 2008 data
3
UPS Services Overview
Supply Chain
Design and
Planning
• Site
Sit Analysis
A l i
and Selection
• Supply Chain
Modeling and
Network
Optimization
• Warehouse
Design
g
• Supply Chain
Reengineering
Transportation
and Freight
Services
• Air
Ai
• Ocean
• Rail/Intermodal
• Road (LTL)
• Small Package
Domestic and
International
F i ht
• Freight
Forwarding
• Transportation
Management
Logistics and
Distribution
Services
• Order
Od
Fulfillment
• Critical Order
Fulfillment
• Reverse
Logistics
• Parts Planning
• Return and
Repair
International
Trade
Management
• Trade
T d
Consulting
• Customs
Brokerage
Specialized
Services
• Financial
Services
• Mail Services
• Retail Access,
The UPS Store®
• Technology
Services
• UPS
Consulting
4
• Air Freight
• Same-Day,
Same Day Premium
Premium, Preferred
Preferred, Economy
• Ocean Freight
• Premium, Standard,
S
G
Groupage, Container
C
Yard Management, Sea-Air
• Rail Freight
g
• Rail, Intermodal
• Road Freight
g
• Truckload, Less-than-Truckload (LTL),
Courier, Dedicated Contract Carriage
5
Supply
y Chain Solutions –
Worldwide network of over 1000
f iliti iin 175 countries
facilities
ti
More than 35 million square feet
of warehouse space
6
Automotive & Industrial
Manufacturing
High Tech
Healthcare
Retail &
Consumer Goods
• Apparel
• Vehicle Manufacturing
• Automotive Parts
• Computers and
Peripherals
• Industrial Manufacturing
• Telecommunications
• Industrial Electronics
• Semiconductors
• Oil and Gas
• Aerospace
• Pharmaceuticals
• Medical Equipment
• Biotechnology
• MedSurg
g Supplies
pp
• Footwear
• Consumer Electronics
• Toys
• Sporting
S ti G
Goods
d
• Nutritional and Beauty
• Animal Health
7
What’ss in a name ?
What
UPS Integrad : Integrated,
enhanced hands-on learning using
technology and information designed
for candidate graduation and
completion.
l ti
®
8
Whyy UPS Integrad
g
?
®
• UPS ttrained
i d more th
than 7500 d
drivers
i
annually
ll
• Higher than normal failure rates among
Generation Y drivers
• Lowering
g standards was not an option
p
• Delivery training methods needed to change
• Capitalize on advances in technology
9
Employment
p y
Constraints
• Poor selection criteria of available drivers with
little to no experience driving
• Little to no experience driving vehicles with
manual transmissions
• Little to no experience driving large vehicles
• Difficulty learning the DIAD
• “Try it to see if I like it” attitude – (internal
promotions and external hires)
10
Changes in job complexity
8
340 Methods
S&V
SWM's
2DA
1DA
COD's
Call Tags
Writing
Year
1990
DIAD II
DIAD II
340 Methods
S&V
HABITS
2DA
DIAD II
340 Methods
45
DIAD II, III & IV
340 Methods
S&V
HABITS
2DA
1DA
COD's
Call Tags
Over-70's
Consignee Billing
Saturday Air
Del. Confirmation
DIAD II & III
DIAD II & III
DIAD II & III
340 Methods
340 Methods
S&V
HABITS
2DA
1DA
340 Methods
S&V
HABITS
2DA
1DA
S&V
HABITS
2DA
1DA
COD's
DIAD II & III
340 M
Methods
th d
S&V
DIAD II & III
340 M
Methods
th d
S&V
ARS
E di t d
Expediated
Scanning
DIAD II & III
340 Methods
DIAD II & III
340 Methods
S&V
HABITS
HABITS
2DA
1DA
COD's
HABITS
2DA
1DA
COD's
3 Day Select
Saturday PU
EAM (8:30)
Project LEAD
S&V
HABITS
2DA
1DA
COD's
2DA
1DA
COD's
Call Tags
Over-70's
Call Tags
Over-70's
Consignee Billing
Saturday Air
Del. Confirmation
Call Tags
Over-70's
Consignee Billing
Saturday Air
Del. Confirmation
2nd Day Air AM
NDA Saver
Express Plus
RS1, RS3
EDD
340 Methods
S&V
1DA
COD's
COD s
COD's
Call Tags
COD s
COD's
Call Tags
Call Tags
Over-70's
Call Tags
Over-70's
Consignee Billing
Saturday Air
ARS
Expediated
ARS
Expediated
PAS
ISAT
DIAD I & II
340 Methods
S&V
SWM's
2DA
1DA
S&V
SWM's
2DA
1DA
COD's
Call Tags
HABITS
2DA
1DA
COD's
Call Tags
Over-70's
Call Tags
Over-70's
Consignee Billing
Saturday Air
Del. Confirmation
ARS
Over-70's
Consignee Billing
Saturday Air
Del. Confirmation
ARS
Expediated
Over-70's
Consignee Billing
Saturday Air
Del. Confirmation
ARS
Expediated
Consignee Billing
Saturday Air
Del. Confirmation
ARS
Expediated
Scanning
Consignee Billing
Saturday Air
Del. Confirmation
ARS
Expediated
Scanning
Del. Confirmation
ARS
Expediated
Scanning
3 Day Select
Saturday PU
Scanning
3 Day Select
Saturday PU
EAM (8:30)
Sales Lead
2nd Day Air AM
Scanning
3 Day Select
Saturday PU
EAM (8:30)
Project LEAD
2nd Day Air AM
Contract Serv.
HazMat
Haz. Cont. Serv.
Shipper Release
Hundredweight
Combined & Sched
DIAD I
DIAD I & II
340 Methods
S&V
SWM's
2DA
1DA
DIAD I
340 Methods
S&V
SWM's
340 Methods
S&V
SWM's
2DA
COD's
Call Tags
Consignee Billing
Saturdayy Air
COD's
Call Tags
Over-70's
Consignee
g
Billing
g
Over-70's
Consignee Billing
Saturday Air
Del. Confirmation
Consignee Billing
Saturday Air
Del. Confirmation
ARS
Expediated
Scanning
3 Day Select
Saturdayy PU
Scanning
3 Day Select
Saturday PU
EAM ((8:30))
Scanning
3 Day Select
Saturday PU
EAM ((8:30))
3 Day Select
Saturday PU
EAM (8:30)
Sales Lead
3 Day Select
Saturday PU
EAM (8:30)
Sales Lead
EAM (8:30)
Sales Lead
2nd Day Air AM
NDA Saver
NDA Saver
Express Plus
RS1, RS3
EDD
NDA Saver
Express Plus
RS1, RS3
EDD
Williams Sonoma
Delivery Windows
Cust. vol. retention
ASR-ID Check
2DA
1DA
COD's
Call Tags
Saturday Air
Del. Confirmation
ARS
Expediated
1DA
COD's
Call Tags
Saturday Air
Del. Confirmation
ARS
Expediated
GroundTrac
Del. Confirmation
ARS
Expediated
GroundTrac
Scanning
3 Day Select
Saturday PU
HazMat
Saturday Air
Del. Confirmation
ARS
Expediated
Scanning
3 Day Select
Saturday PU
HazMat
ARS
Expediated
Scanning
3 Day Select
Saturday PU
EAM (8:30)
Sales Lead
HazMat
Expediated
Scanning
3 Day Select
Saturday PU
EAM (8:30)
Sales Lead
HazMat
Hundredweight
EAM (8:30)
Sales Lead
2nd Day Air AM
NDA Saver
Express Plus
ISAT
HazMat
Hundredweight
Sales Lead
2nd Day Air AM
NDA Saver
Express Plus
ISAT
Contract Serv.
HazMat
Hundredweight
Sales Lead
2nd Day Air AM
NDA Saver
Express Plus
ISAT
Contract Serv.
HazMat
Hundredweight
2nd Day Air AM
NDA Saver
Express Plus
ISAT
Contract Serv.
HazMat
Haz. Cont. Serv.
Hundredweight
2nd Day Air AM
NDA Saver
Express Plus
ISAT
Contract Serv.
HazMat
Haz. Cont. Serv.
Hundredweight
Express Plus
RS1, RS3
ISAT
Contract Serv.
HazMat
Haz. Cont. Serv.
Shipper Release
Hundredweight
PAS
ISAT
Contract Serv.
HazMat
Haz. Cont. Serv.
Shipper Release
Hundredweight
Footlocker
PAS
ISAT
Contract Serv.
HazMat
Haz. Cont. Serv.
Shipper Release
Hundredweight
Footlocker
Security
CPaD
Spec. Cust. Req.
Damage call tags
P/U scanning
Footlocker
Drop boxes
PSB
1991
1992
1993
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
An expanded product and services portfolio, paired with increased
technological skills requirements, has meant a more challenging
decision-making environment for service providers
Training was not keeping up with changes in the job
11
Other Constraints
•Antiquated training process and structure
•Curriculum inconsistent across the country
•Lack of experience/qualification in instructors
•Minimal DIAD use and exposure
•Insufficient driving time
•The optimum defined ratio of 1 trainer to 6
students not utilized
12
Results of These Constraints
•Increase in the turnover of graduates
•Trend worsening year over year
•Depending on location – saw a variance in
graduate turnover of 20% - 30% - to 50%
•With the investment in training class and need
to retain quality candidates to provide service –
we needed to reverse this trend
13
History of Integrad Project
UPS was awarded a 1.8 million dollar grant from
the DOL.
Grant objective was to develop an innovative training
program for new UPS Driver Service Providers
Providers.
Determine the best practices in training
the ‘Generation X and Y’ employees.
Regional Learning Center concept developed in
May 2006 as an outcome of the analysis phase
of the project.
p j
Contracted with outside resources
14
G
Generation
ti Research
R
h
UPS Study
Mature
Generation
1925-1945
USA Today
2004
Boom
Generation
1946-1964
Gen X
1965-1980
Gen Y
1981-1995
Gen Z
1996Present
Baby
Boomers
1946-1964
Gen X
1965-1979
Gen Y
1980-1994
Gen Z
1995Present
PostMillennials
1995Present
Oblinger &
Oblinger
2005
Matures
<1946
Baby
Boomers
1947-1964
Gen-Xers
1965-1980
-Gen-YNetGenMillennials
-1981-1995
Martin &
Tulgan,
2002
Silent
Generation
1925-1942
Baby
Boomers
1946-1960
Gen X
1965-1977
Millennials
1978-2000
15
Gen X and Y Driver Service Providers
• 89% of driver workforce
• Demand innovative training programs
• Don’t
D ’t enjoy
j ttraditional
diti
l llecture-based
t
b
d
training
• Computer
C
t lit
literate
t
• Grew up playing video games
• Desire competency- based learning
• Want jjust-in-time training
g
16
Generational Differences
Chronology
g the assumption
p
that because of
Avoid making
someone's age, he/she automatically fits the profile
of the generation to which they belong.
Baby Boomers 1946 - 1964
Generation X 1965 - 1980
Generation Y 1981 - 2000
- Net Gen
Generation Z 2001 - Present
17
Baby Boomers
Attitude: Optimistic
Overview: They believe in possibilities, and often idealistically strive to make
a positive difference in the world. They are also competitive and seek ways to
change the system to get ahead.
Description: Numbered at 80 million
million, the largest of the groups
groups, Boomers
were born between 1946 and 1964. They were influenced by Martin Luther
King, JFK, Gloria Steinem, and
the Beatles. Places such as the Hanoi Hilton, Woodstock,
and Kent State resonate for this group. Television changed
their world dramatically. In general they can be described as optimistic. This
was a generation that believed anything was possible – that they could really
change the world
world.
Work Habits: Have an optimistic outlook; hard workers who
want personal gratification from work that they do; believe in
self-improvement and growth.
18
Generation Xers
Attit d Sk
Attitude:
Skeptical
ti l
Overview: The most misunderstood generation, they are very resourceful and
independent and do not depend on others to help them out
out.
Description: Born between 1965 and 1980, this relatively small (46 million)
segment of the workforce saw the likes of Bill Clinton
Clinton,
Al Bundy, Madonna, Beavis and Butthead, and Dennis Rodman make the
headlines during their formative years. Their world shape changed to include
the former Soviet Union, Lockerbie, Scotland, and the Internet – in fact, this is
th generation
the
ti th
that,
t more than
th any other,
th is
i d
defined
fi d b
by media
di and
d ttechnology.
h l
For Gen Xers, the watchword is skepticism – this group puts more faith in the
individual, in themselves, than in any institution, from marriage to their
employer.
p y
Work Habits: Aware of diversity and think globally, want to balance work with
other parts of life, tend to be informal, rely on themselves, are practical in their
approach to work, want to have fun at work and like to work with the latest
technology.
19
A i d Realistic
Attitude:
R li i
Generation Y
Overview: They appreciate diversity, prefer to collaborate instead
of being ordered, and are very pragmatic when solving problems.
Description: The youngest members of what will be the next Boomer wave,
some 76 million
illi strong
t
who
h were b
born b
between
t
th
the 1981 and
d 2000
2000. Alth
Although
h
they are just starting to trickle into the workforce, this group grew up with
everybody from Prince William to Tinky Winky, Felicity, Marilyn Manson,
Venus and Serena Williams. Theyy have already
y lived through
g Columbine,, the
Columbia Space Shuttle disaster, September 11. Some researchers describe
this group as realistic, confident, and pragmatic. Raised by optimistic
Boomers, Gen Y feels empowered to take positive action when things go
wrong.
wrong
Work Habits: Have an optimistic outlook, are self-assured and
achievement-focused. They believe in strong morals and serving
the community and are aware of diversity
diversity.
20
The UPS Integrad Approach
®
All the elements that make up the Integrad process take into account
generational differences as well as some of the most recent research
a ailable regarding the different learning en
available
environments
ironments for the different
generations.
Integrad is designed around four organizational pillars:
– Safety and Compliance
– Service and Performance
– Customer Focus
– UPS Professionalism
The ultimate outcome of the UPS Integrad program is a well-qualified,
safe and efficient Driver Service Provider for UPS
UPS.
®
What we changed was the front-end and middle of the process
21
UPS Integrad
®
Pil t Location
Pilot
L
ti – Landover
L d
•
•
•
•
First pilot training class began on 9/17/07
Each class is one week long
g ((45 hours))
Total number of pilot training classes – 9
Finish first pilot phase on 11/16/07
23
UPS Integrad Training Area
24
25
UPS Integrad Main Classroom
®
26
Day 1 Candidate Schedule
Candidates
1&2
7:00 - 8:00
8:00 - 8:30
8:30 - 9:30
9:30 - 10:00
10:00 - 10:10
10:10 - 10:20
10:20 - 10:30
10:30 - 10:40
10:40 - 10:50
10:50 - 11:00
11:00 - 11:10
11:10 - 11:20
11:20 - 11:30
11:30 - 11:40
11:40 - 11:50
11:50 - 12:20
12:20 - 12:30
12:30 - 12:40
12:40 - 12:50
12:50 - 1:00
1:00 - 1:10
1:10 - 1:20
1:20 - 1:30
1:30 - 1:40
1:40 - 1:50
1:50 - 2:00
2:00 - 2:10
2:10 - 2:20
2:20 - 2:30
2:30 - 2:40
2:40 - 2:50
2:50 - 3:00
3:00 - 3:10
3:10 - 3:20
3:20 - 3:30
3:30 - 3:35
3:35 - 4:15
4:15 - 4:17
4:17 - 4:57
4:57 - 4:59
4:59 - 5:39
5:39 - 5:40
5:40 - 6:15
Candidates Candidates Candidates
3&4
5&6
7&8
Introduction
UPS Business Foundations
Inside AM
Learning Station Assignments & Tour
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Afternoon Assignments
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Learning Lab
Integration
Integration
Rotation
Integration
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Learning Lab
Learning Lab
Rotation
J
Learning Lab
Integration
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Inside PM, Daily Debrief, Recap
Candidates
9 & 10
7:00 - 8:00
8:00 - 8:30
8:30 - 9:30
9:30 - 10:00
10:00 - 10:10
10:10 - 10:20
10:20 - 10:30
10:30 - 10:40
10:40 - 10:50
10:50 - 11:00
11:00 - 11:10
11:10 - 11:20
11:20 - 11:30
11:30 - 11:40
11:40 - 11:50
11:50 - 12:20
12:20 - 12:30
12:30 - 12:40
12:40 - 12:50
12:50 - 1:00
1:00 - 1:10
1:10 - 1:20
1:20 - 1:30
1:30 - 1:40
1:40 - 1:50
1:50 - 2:00
2:00 - 2:10
2:10 - 2:20
2:20 - 2:30
2:30 - 2:40
2:40 - 2:50
2:50 - 3:00
3:00 - 3:10
3:10 - 3:20
3:20 - 3:30
3:30 - 3:35
3:35 - 4:15
4:15 - 4:17
4:17 - 4:57
4:57 - 4:59
4:59 - 5:39
5:39 - 5:40
5:40 - 6:15
Candidates Candidates Candidates
11 & 12
13 & 14
15 & 16
Introduction
UPS Business Foundations
Inside AM
Learning Station Assignments & Tour
BREAK
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Integration
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Learning Lab
Integration
Rotation
Learning Lab
Integration
J
Learning Lab
Rotation
Inside PM, Daily Debrief, Recap
Candidates
17 & 18
7:00 - 8:00
8:00 - 8:30
8:30 - 9:30
9:30 - 10:00
10:00 - 10:10
10:10 - 10:20
10:20 - 10:30
10:30 - 10:40
10:40 - 10:50
10:50 - 11:00
11:00 - 11:10
11:10 - 11:20
11:20 - 11:30
11:30 - 11:40
11:40 - 11:50
11:50 - 12:20
12:20 - 12:30
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12:50 - 1:00
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3:00 - 3:10
3:10 - 3:20
3:20 - 3:30
3:30 - 3:35
3:35 - 4:15
4:15 - 4:17
4:17 - 4:57
4:57 - 4:59
4:59 - 5:39
5:39 - 5:40
5:40 - 6:15
Candidates Candidates Candidates
19 & 20
21 & 22
23 & 24
Introduction
UPS Business Foundations
Inside AM
Learning Station Assignments & Tour
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Afternoon Assignments
Learning Lab
Integration
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Learning Lab
Integration
J
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Integration
J
Learning Lab
Integration
Rotation
Inside PM, Daily Debrief, Recap
7:00 - 8:00
8:00 - 8:30
8:30 - 9:30
9:30 - 10:00
10:00 - 10:10
10:10 - 10:20
10:20 - 10:30
10:30 - 10:40
10:40 - 10:50
10:50 - 11:00
11:00 - 11:10
11:10 - 11:20
11:20 - 11:30
11:30 - 11:40
11:40 - 11:50
11:50 - 12:20
12:20 - 12:30
12:30 - 12:40
12:40 - 12:50
12:50 - 1:00
1:00 - 1:10
1:10 - 1:20
1:20 - 1:30
1:30 - 1:40
1:40 - 1:50
1:50 - 2:00
2:00 - 2:10
2:10 - 2:20
2:20 - 2:30
2:30 - 2:40
2:40 - 2:50
2:50 - 3:00
3:00 - 3:10
3:10 - 3:20
3:20 - 3:30
3:30 - 3:35
3:35 - 4:15
4:15 - 4:17
4:17 - 4:57
4:57 - 4:59
4:59 - 5:39
5:39 - 5:40
5:40 - 6:15
27
UPS Integrad
Rotation of DSP’s Throughout the Learning Stations
28
Station A – DIAD Venturer
29
UPS Integrad
Full Support
pp
Instruction with step-byp y
step guidance, Helpful Hints, Feedback,
Progress Mapping, Tracking
30
Hazard Identification
31
Learning Station H and I
32
Station F2 – Safe Work
Methods - On / Off Vehicle
33
UPS Integrad
Extra Force per day
Without proper use of the handrail…..
handrail
• 170 pd person exits the vehicle = 136 lbs
extra force per exit.
• Assume 105 Stops per day average
• 136 lbs x 105 SPD = 14,280
14 280 extra lbs per
day or …
34
Drivers could experience
the equivalent of the
combined weight of 3
Ford F-150 trucks per day
of force on their body
when they do not use their
handrail.
35
H
How
d
does iit allll add
dd up ?
•
•
•
•
•
14,280 extra lbs per day
71,400 extra lbs a week
309,400 extra lbs a month
3 712 800 extra lbs a year
3,712,800
74,256,000 extra lbs in 20 yrs
36
…Or
Or a total of 33,150
33 150 Tons
Tons…….
37
Station G – Lift/Lower Station
38
UPS Integrad
Station F1 – Slips and Falls
T k
Track
39
Footwear, Awareness, Adjust
W lk
Walk
40
UPS Integrad
g
CSI
®
Overall Satisfaction
Precourse
Safety
Service
DIAD /Computer Modules
Methods
M
th d
Overall effectiveness
2007
90.8
90 6
90.6
92.5
92 5
92.5
78.5
92 2
92.2
93.2
2008
94.0
88 0
88.0
97.5
98 4
98.4
86.4
95 1
95.1
96.8
41
UPS Integrad
UPS Integrad
®
S
Survey
Results
R
lt
• Overall satisfaction – 94%
– “UPS Integrad
I t
d taught
t
ht me h
how tto perform
f
my
job safely.” (98.1%)
– “The On/Off Vehicle Learning Station taught
me the
th importance
i
t
off three
th
points
i t off contact
t t
and showed me the consequences of not
using the handrail
handrail.” (98.0%)
(98 0%)
42
UPS Integrad
®
S
Survey
Results
R
lt O
Overview
i
•
Best part of training
– Facilitators (experience, teach, coach, mentor)
–
–
–
–
•
On Road Driving Experience
Hazard Identification (Touch Screens)
Integration Station (Clarkville Deliveries)
DIAD T
Training
i i
Areas that needed improvement
– LMS (Learning Management System)
– Computer glitches
43
UPS Integrad Results
®
• Turnover
– Pre – 20% - 50% graduate failure rate
– Post
P
- <10%
10%
– More turnover on the front end before class vs. during
the 30-day on-road period
• Performance
– Control group monitored on 10 elements
– Graduates
Grad ates o
outperformed
tperformed the control gro
group
po
overall
erall in
service elements.
• Cost Reduction (g
(graduates vs. new drivers in
like operations)
44
UPS Integrad
®
Wh t’ Next?
What’s
N t?
•
•
Pilot “Proof of Concept”
Id if other
Identify
h UPS L
Learning
i C
Center sites
i
– Franklin Park next site (Chicago Suburb)
– Two additional areas identified in the Northeast and West
•
•
•
•
•
Identify other workshops that can be run within the UPS Learning
Centers
Utilize site to train on-road management who have not had previous
driving experience
D
Development
l
t off maintenance
i t
and
d update
d t plan
l ffor curriculum
i l
Potential external product offering
Tours or benchmarking are available through your UPS Account
Executive
45
Thank You
46