Ups In India Harvard Case Solution & Analysis


UPS- United Parcel Service, initiated its business with an aim to offer cheap delivery options to the customers. It incepted the concept by offering delivery from the drug store to the customers. Over the period of time, the company grew in size, covering almost 200 countries while offering the fastest delivery services at the lowest rates.

Since its initiation, UPS pursued a cost leadership strategy to enter and create strong competition in the market. In doing so, it differentiated its service by creating a dual business strategy of business to business and business to client, creating value at both ends n the recent period, analyzing the growth of the emerging regions, UPS has  planned to enter into these regions startingfrom India.

Though overthepast few years, Indiahas become a goldeneconomy with ever increasingpopulation rate along with the disposable income and consumption patterns, also with the inception ofecommerce models, the economy has become attractive for many international players. Perhaps, the Indian market is a complex market with different culture andcustomer behaviorsalongwith otherpolitical and economic factors which may hinder the effectiveimplementation ofthe business plan, along withthe ever increasing internal competition fromthe local players and the international players aswell.


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, normsand artifacts, as it relates to their culture.

UPS has an open culture, offering open communication and empowerment to the employees to pursue the operations in each region through creativity.In addition, the companyalso offer a platformto develop the sense of ownership amongthe employees. Such can be seen from thedecentralizedorganizationalstructureand wide open communication alongwiththe abilityofthe staff to decide and pursue a particularstrategy intheregion to satisfy the customers.

Since UPS uses a go-to market approach that basically defines and evaluated the patterns of the customers buying process. The open organizational culture andemployee empowerment allows the UPS to harvest the expertise of employees to understand the goals of its customers and gives them commercial advices to help solve their problems and to achieve their goals. Thus,creating value for the company.

Ups In India Harvard Case Solution & Analysis

Moreover, employee empowerment within the organization also depictsUPS’values:

  • To inspire its staff and business partners and to help them grow personally by providing them with different opportunities.
  • To lead the employees and staff by setting an example.

Both these values can be foreseen in the organizationalculture that offers the employees the ability to create, decide autonomy to take risker decisionsat a personal level. SinceUPS is a serviceprovider, the decentralized structureand open flatsystemdepicts the part of organizationalnorms to attain the highest degree ofcreativity and to sustain its service in the market.

It further depictsUPS’objective to maintain thehuman skill thatoffersit thecompetitiveedge in offering value to the market and thus, to the stakeholdersbygenerating more profits.Sinceemployees in different regions havea clear understanding of the market,UPS’ openculture and decentralized decision making allows theemployees to excel in the market, developing strong competitive edge in the market.

Case Excerpts

2- 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..................

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