UPS, FedEx, USPS, and I assume, Canada Post, - all they are large machines
that are designed to work well on average for the planned scenarios.
And humans (employees) are not given much freedom to think and make
decisions.
Any disturbances that break those scenarios can lead to unpredictable
results. (Although in this case, I believe, the end result is "as doctor
prescribed": the package was delivered to their outlet, as you requested.
So, from the UPS point of view, - they complied with your request. :-P )
I would argue that it is a feature of any large service system: it works
acceptably well until it breaks; but when it breaks, all hell breaks
loose, and nobody knows what to do.
Speaking of large service "machines":
I was greatly impressed with the design and setup of another large
machine: Disneyland. They have a very complex traffic control/switching,
and it is designed extremely well. But with all of that, the staff is
trained well and they are given enough freedom to think and make decisions
on the spot if needed.
Igor
William Robb Tue, 17 Oct 2017 22:42:45 -0700 wrote:
I ordered some stuff from Lee Valley Tools to support my other hobby.
Working on the theory that I am never home when UPS wants to deliver, and I
don’t really want a bunch of expensive tools sitting in a box on my back
landing, I changed the delivery to pick up at one of their outlets that is
close to where I work.
I was home for supper, and the UPS driver came to my back door and knocked.
As I was opening the door, he scanned the parcel, and told me that it had
been redirected to the depot and I would be able to pick it up tomorrow.
And with that, he took my parcel back to his van and drove away.
And people wonder why I despise UPS.
Have fun
Bill
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