Copyright 2009 United Parcel Service of America, nc.

nc. UPS, the UPS brand mark and the color brown are
trademarks of United Parcel Service of America, nc. All rights reserved.
1hroughput 1|me for 1wo D|st|nct er|ods
- p|anat|on of Data (L|ke how restaurant hours can be segmented ma|n|y to
|unch and d|nner the US Store has two d|st|nct t|me per|od)
Larly afLernoon has hlgher LhroughpuL Llme
SLaff consLralnLs ln early afLernoon
College sLudenLs are Lhe prlmary cusLomer mlx ln Lhe early afLernoon
College sLudenLs vlslL Lhe sLore ln beLween Lhelr classes or durlng breaks
uaLa lnpuL 1ransacLlon and llnal ConflrmaLlon ls preLLy conslsLenL for early
and laLe afLernoon
Act|v|ty (|n seconds) 1|me (ar|y Afternoon 12 3M) 1|me (Late Afternoon 3 7M)
lnlLlal ConLacL 242 137
uaLa lnpuL 174 168
1ransacLlon 38 43
llnal ConflrmaLlon 13 14
1hroughpuL 1lme 469 (782 m|nutes) 382 (637 m|nutes)
1ab|e 1 1he US Store's 1hroughput Ca|cu|at|ons (|n seconds)*
* 1ab|e 1 only lncludes daLa from domest|c sh|pp|ng on|y
Copyright 2009 United Parcel Service of America, nc. UPS, the UPS brand mark and the color brown are
trademarks of United Parcel Service of America, nc. All rights reserved.
- oor capaclLy managemenL creaLes boLLleneck
lnlLlal ConLacL ls prlmary boLLleneck(early afLernoon)
- 1he currenL layouL of 1he uS SLore ls lnefflclenL
no clear dlrecLlons for cusLomers
underuLlllzaLlon of space
SLocked dropoff boxes
- lllllng ouL forms creaLes lag Llme
Manually fllls ouL Lhe form
Lmployees musL flrsL saLlsfles Lhe currenL cusLomer
L|m|tat|on of US's Serv|ce rocess