Friday, July 08, 2005

One Small Mistake, One Giant PR Problem 

This examination of how UPS lost millions of customer records is a case study of how each employee in an organization makes a difference to its reputation. The driver who logged the boxes during a pickup at Citifinancial took a shortcut. The shortcut usually doesn't make much difference, but this time it caused a massive PR problem for the company.

You can bet that UPS will be using this incident in its employee training for years to come.


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