Background - UPS Policy Book

Page 16

We Insist Upon Integrity in Our People. We understand that integrity is fundamental to how we run our business and essential to maintain compliance with our policies and legal requirements. Operating with integrity means we provide an atmosphere in which our people can perform their jobs in an ethical manner. We present our company honestly to employees and, in turn, expect them to be honest with us.

We expect honesty from our people in all their duties, including their handling of money, merchandise, and property with which they are entrusted. We insist on integrity in the preparation and approval of all reports.

The great majority of our people are of high moral character. However, when we do discover a dishonest person in our organization, we deal with that individual quickly and firmly. For our company to be known for its integrity, each one of us must meet high standards.

Page 20;

We Give Each Employee Complaint Prompt, Sincere Attention.

If overlooked or neglected, even minor misunderstandings can escalate into major dissatisfactions. We try to anticipate and eliminate causes of complaints. When a question exists, we give the employee the benefit of the doubt. The immediate supervisor has the initial responsibility for resolving a complaint. When necessary, we involve the next level of management and, if appropriate, the Human Resources manager. We keep the employee informed about the status of his or her complaint. In the process of making a decision, we do our best to take action that is fair to both the employee and the company.

From the Policy book, page 23;

We Try to Retain the Goodwill of Former Employees.

We are considerate of employees who are leaving us for whatever reason. We know that the goodwill and respect of former employees can be beneficial in future relationships. At the time of an employee's separation from the company, we seek an opportunity to conduct a friendly discussion regarding both the individual’s and the company's views. Such discussions may point out ways in which we could improve our working environment or the company in general.

Page 29

We Provide Global Services. Our long experience in package distribution and our reputation for integrity give our customers confidence that we can provide delivery solutions to their package distribution, logistics, supply chain management, financial, and information requirements.

From the Policy Book, page 32;

We Give Immediate Attention to Complaints.

Complaints present opportunities to correct problems. They often show us how we can improve our service. Customers should never be reluctant to bring a complaint to us. We investigate complaints promptly and from the viewpoint of our customers. We assume at the outset that the complaints or suggestions are justified and make this clear to our customers. If investigation shows that the person complaining was in error, we tactfully report our findings. It is important to correct errors quickly so as to remove the source of irritation. To the extent possible, we should avoid the question of who is at fault. We review actions taken on complaints at appropriate levels of our organization.

From the Policy Book, page 51;

IN CLOSING

Nearly everything in this Policy Book concerns people. Nothing we do or hope to do can be accomplished without the wholehearted support of our people. Only with this support can our management team – working within the framework of our strong culture – carry out their responsibilities in ways that will ensure meeting the objectives of our Charter. Our Policy Book can be an effective tool in mentoring employees and passing on our legacy. It is important for each manager and supervisor to periodically review our policies, share them with other UPS people, and live up to their intent every day.