I also want to talk about how UPS is redefining quality in the Information Age. Technology has reinvented the way we must think about quality. It is a habit. The UPS Quality Journey begins and ends with customers. Make no mistake, today we all operate in a customer-centric marketplace.
Customers are better informed than ever and they demand more.
If we don't find solutions for customers, we can bet our competitors will. Therefore, quality is at the heart of our competitive differentiation. The process is fairly simple. Every UPSer is the customer of the preceding operation, so every employee must make sure the quality of his or her work meets the expectations of the next person. When this happens throughout the distribution chain, the satisfaction of the ultimate customer is assured.