Compass®

COMPASS.UPS.COM

A smart returns process can keep customers coming back and boost your bottom line

Done RightRETURNS

Tuesday, Nov. 23■ Normal pickup and delivery service for

air, international and ground packages.

UPS 2nd Day Air® packages picked up today

will be delivered on Friday, Nov. 26.

Wednesday, Nov. 24■ Normal pickup and delivery service.

UPS Next Day Air® packages picked up

today will be delivered on Friday, Nov. 26.

UPS 2nd Day Air packages picked up today

will be delivered on Monday, Nov. 29 (except

those processed and labeled for delivery on

Saturday, Nov. 27).

Thursday, Nov. 25, Thanksgiving Day■ No UPS pickup or delivery.

(UPS Express Critical® service is available for

urgent packages. Call 1-800-714-8779 or

visit upsexpresscritical.com.)

Friday, Nov. 26■ Delivery of UPS air and international packages

only.■ No UPS Ground pickups or deliveries.

■ Pickup service provided for air and international

shipments if prearranged by Wednesday,

Nov. 24. UPS On-Call Pickup® service and all

UPS Drop Boxes also are available for air and

international packages.

Saturday, Nov. 27■ Delivery of UPS Worldwide Express,®

UPS Next Day Air and UPS 2nd Day Air

packages processed and labeled for

Saturday Delivery.

■ Pickup of air and international packages

for regular Saturday pickup customers or via

UPS On-Call Pickup service.TE

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CHRISTMAS NEW YEAR’S

THANKSGIVING

Thursday, Dec. 23■ Normal pickup and delivery service for air,

international and ground packages. UPS

Next Day Air packages picked up today will

arrive on Friday, Dec. 24. UPS 2nd Day Air

packages picked up today will arrive on

Monday, Dec. 27.

Friday, Dec. 24, Christmas Eve

■ Normal delivery service for air, international

and ground packages.

■ No UPS Ground pickup service.

■ Pickup service provided for air and internation-

al shipments if prearranged by Thursday, Dec.

23. UPS On-Call Pickup service and all UPS

Drop Boxes also are available for air and inter-

national packages. UPS Next Day Air packages

picked up today will be delivered on Monday,

Dec. 27. UPS 2nd Day Air packages picked up

today will be delivered on Tuesday, Dec. 28.

Saturday, Dec. 25, Christmas

■ No UPS pickup or delivery. (UPS Express

Critical service is available for urgent

packages. Call 1-800-714-8779 or visit

upsexpresscritical.com.)References to “UPS air and international packages” in the

schedule above include the following UPS service options:

UPS Next Day Air Early A.M., UPS Next Day Air, UPS Next

Day Air Saver, UPS 2nd Day Air A.M., UPS 2nd Day Air, UPS

Worldwide Express Plus, UPS Worldwide Express,

UPS Worldwide Saver and UPS Worldwide Expedited.

Time-in-transit notes: On UPS holidays – Nov. 25, Dec. 25

and Jan. 1 – there is no movement of any packages tendered

to UPS. Also, Nov. 26, Dec. 24 and Dec. 31 are considered

for the purpose of the UPS Service Guarantee as transit days

for “UPS air and international packages” only.

Peak-season service guarantees: Commitment times for air

and international shipments delivered within the United

States will be extended by 90 minutes on the following

days: Nov. 26, Dec. 18-24 and Dec. 31. UPS air and inter-

national shipments picked up or delivered in the United

States are guaranteed throughout the holiday season. The

guarantee is suspended for UPS Ground and UPS Standard

packages picked up or scheduled for delivery between

Dec. 13 and Dec. 25. For further details, visit ups.com/tariff

for UPS Tariff/Terms and Conditions.

Thursday, Dec. 30■ Normal pickup and delivery service for air,

international and ground packages. UPS Next

Day Air packages picked up today will be

delivered on Friday, Dec. 31. UPS 2nd Day Air

packages picked up today will be delivered on

Monday, Jan. 3.

Friday, Dec. 31, New Year’s Eve■ Delivery of air and international packages only.

■ No UPS Ground pickups or deliveries.

■ Pickup service provided for air and interna-

tional packages if prearranged by Thursday,

Dec. 30.

■ UPS On-Call Pickup service and all UPS Drop

Boxes also are available for air and interna-

tional packages.

Saturday, Jan. 1, 2011,

New Year’s Day■ No UPS pickup or delivery. (UPS Express

Critical service is available for urgent

packages. Call 1-800-714-8779 or visit

upsexpresscritical.com.)

2010 YEAR-END

holiday schedule

S U M M E R 2 0 1 0 COMPASS 11

Planning for Peak Season

UP-TO-THE-MINUTE INFO

To get your own year-end holiday

schedule in a format in plain text

with space for taking notes, or in our regular

format, visit ups.com/holiday

11_FdUBSU10_YearEndSked_KW.indd 11

8/5/10 2:49:36 PM

What’s New UPS cAmPUSShiP ADDS timeSAviNg feAtUReS 2 cARboN NeUtRAl oPtioN letS yoU go gReeN foR PeNNieS 3 tAke coNtRol of iNboUND ShiPmeNtS 5

Ship Smart commeRciAl iNvoiceS WithoUt PAPeR 4 ARe yoUR boxeS StRoNg eNoUgh? hoW to mAke SURe 10

holiday Schedule PlAN AheAD With oUR teAR-oUt gUiDe 11

SUmmeR 2010

UPS Solutions

2 COMPASS S U M M E R 2 0 1 0

What’S NeW from UPS

comPaSS oNliNe

What’s waiting for youAt compass.ups.com every month, UPS shares tips for saving time, avoiding com-mon shipping pitfalls and boosting efficiency.

Right now, online:n Get expert shipping advice – and see what others are asking – at “Ask

the Expert.”n Learn new shipping shortcuts that can make shipping a bit easier in just

minutes with our “One Thing” series.n Eliminate expensive, time-wasting errors by reading “5 mistakes shipping

managers make and how to avoid them.”From advice on how to ship chocolate milk (really!) to avoiding needless add-on fees, make compass.ups.com your first stop online for shipping expertise.

With an improved interface and efficiency-enhancing features, UPS CampusShip® – the web-based shipping solution made for multiple users from multiple locations – is better than ever. Upgrades include streamlined navigation aimed at reducing errors, access to freight services and two new batch-shipping processes. “It really is going to help customers maximize their efficiency,” says Robbyn Usherwood, UPS marketing analyst.

Look for these enhancements:n Dynamic user interface that streamlines the

shipping processn Access to freight services including LTL

(less-than-truckload) and air freight

n Process up to 100 labels from your My UPS or Corporate Address Books with distribution list process-ing and up to 250 labels with batch file shipping

n A Resources tab with links to freight services and help materials

n More built-in help – just select the question mark icon

n Administrator Lookup to quickly find your UPS CampusShip Administrator’s contact information Learn more about UPS CampusShip at

ups.com/campusship.

a NeW iNterface

New timesaving enhancements make UPS CampusShip easier to use

Cover illustration: C.J. Burton

Starting Oct. 1, a new U.S. Department of Transportation regulation will require printing Emergency Response Registrant (ERR) information on ship-ping papers for hazardous materials shipments sent to or from all states and Puerto Rico. This information must also be transmitted to UPS through your shipping system. UPS WorldShip® users need to upgrade to version 12.0.

Failure to comply could result in government fines. Find out more at ups.com/hazmat. Select the “New Requirements” link. You can also access tips by entering “ERR” into the search function at ups.com.

New hazmat regulations

S U M M E R 2 0 1 0 COMPASS 3

You now can do more than just talk about climate change. You can do something today to help the environment that’s easy and inexpensive – and will make a difference.

With UPS carbon neutral, you can offset the carbon emission of your packages for as little as 5 cents per package when you ship using ups.com or UPS CampusShip.® The funds collected go toward purchasing carbon offsets. Those offsets support environmentally responsible projects, including reforestation, wastewater treatment and landfill gas destruction.

To make your next package carbon neutral, simply click “Additional Services” for a per-package flat rate when completing a shipping order. You also can select to have your customers receive an e-mail that will let them know a car-bon neutral shipment is on the way. The per-package option is now avail-able in 36 countries for packages destined for any of the 215 coun-tries and territories served by UPS.

Shipping carbon neutral is a great way to demonstrate your commit-ment to the environment. So why not make all of your com-pany’s shipments carbon neutral?

Bill Strang, vice president of operations for TOTO USA, the first UPS customer to select a contractual customized carbon neutral option, is thrilled to participate. “We look for partners who share our passion for continually improving our environ-mental responsibility initiatives, for those who are committed, like we are, to becoming a deeper shade of green,” Strang says. “UPS is such a partner.”

To find out more about shipping carbon neutral, visit ups.com/carbonneutral.

Two UPS Ready® shipping solutions – SendSuiteTM Shipping by Pitney Bowes and ProShip® by Best Way Technologies – now offer three new

UPS services you’ll read about in this issue of Compass: UPS Import Control,SM UPS Returns®

Flexible Access and UPS carbon neutral.If you’re a user of one of these two

shipping systems, you should be able to learn more from your provider about obtaining the updated versions. To learn more about SendSuite Shipping or ProShip, visit ups.com and enter “SendSuite” or “ProShip” into the

search function.

SolUtioNS at yoUr fiNgertiPS

Two UPS Ready solutions upgraded

Go green for pennies

UPS driver larry Pall loads toto USa packages that all carry a special carbon neutral label.

Carbon neutral shipping was a perfect fit for TOTO USA. Watch the video at compass.ups.com/toto

The federal government has proposed new rules for the shipment of devices containing lithium batteries.

The U.S. Department of Transportation’s Pipeline and Hazardous Materials Safety Administration (PHMSA) rule would require shippers that send affected devices such as laptops or cell phones to adhere to hazardous materials training mandates.

The proposed regulation applies to air shipments. The DOT has not specified when a final rule will be published, but UPS has developed operational contingency plans in preparation for any ruling. When a decision is made by federal authorities, a service update will be posted on ups.com.

more StriNgeNt rUleS

Batteries not excluded

To learn more about the proposed rule, visit regulations.gov/search/regs/home.html#home (search for Docket

PHMSA–2009–0095).

4 COMPASS S U M M E R 2 0 1 0

W hen companies evaluate options for growth, many medium and small

business owners don’t even consider going international. In fact, the U.S. Department of Commerce estimates that less than 1 percent of U.S. businesses export – a much smaller percentage than in other developed countries.

Why hesitate? There are several sound reasons to consider exporting: a weakening U.S. dollar, improved technology, lower taxes and tariffs, and increasing incomes abroad. Too many business owners miss exciting opportunities because of common misconceptions. Let’s explore some of the myths surrounding exporting.

Myth #1:It’s Just Too RiskyLet’s face it – running a business locally is hard enough, let alone in an unfa-miliar country. Did you know that, according to a 2010 report from the National Small Business Association,

companies that export are actually 9 percent less likely to fail than strictly domestic companies? While this may seem counterintuitive, the diminished risk is a result of the diversification and expansion afforded a company’s cus-tomer base by going global.

Financial tools such as a letter of credit (LC) can help mitigate risk. An LC guarantees that a buyer’s payment to a seller will be received on time and for the correct amount. An LC is a commitment by a bank, on behalf of the buyer, that payment will be

UPS PaPerleSS invoice

Signing up for paperless commercial invoices just got easier

Going Global

By ChRIS hAnkS

myths of going global

Debunking common misconceptions that might be holding you back.

5UPS Paperless® Invoice allows customers to ship small packages internationally without using paper commercial invoices, saving approx-imately 126 million sheets of paper since its inception. It also has helped thousands of customers to reduce the likelihood of customs holds, saving you money and time.

UPS customers can take advantage of the benefits by self-enrolling

at ups.com. Previously, a UPS account executive was required to turn on the electronic transmis-sion of commercial invoice data. Self-enrollment on ups.com gives all customers access to all

of the features of UPS Paperless Invoice.

To enroll, select the “My UPS” tab, scroll down, select “Maintain your UPS Account,” and follow the prompts.

To print a Step by Step Guide that

walks you through the sign-up process, visit compass.ups.com/paperless. To learn more about UPS Paperless Invoice, visit ups.com/paperlessinvoice

UPS is hosting a series of free, four-hour Growth Through Global Trade seminars designed to help you expand globally. Entrepreneurs Jim Beach and Chris hanks will help you identify new opportu-nities, find resources to locate overseas suppliers and buyers, and discuss ways to avoid customs delays. The seminars will be in San Jose, Calif.; Providence, R.I.; Chicago; Cleveland; and Dallas. For details, visit ups.com/seminar.

already a global player?In collaboration with World Trade 100 magazine, UPS is launch-ing a Growth Through Global Trade Award to recognize a U.S.-based small business that is effectively exporting. Learn more at international.ups.com/globaltradeaward.

growth through global trade

S U M M E R 2 0 1 0 COMPASS 5

For myths 3 through 5, read the whole article online at compass.ups.com/myths

made to you, the exporter, as long as the terms and conditions of the deal have been met. The buyer pays its bank to render this service. An LC is useful when reliable credit informa-tion about a foreign buyer is difficult to obtain, but you are satisfied with the creditworthiness of your buyer’s foreign bank. An LC also protects the buyer since no payment obliga-tion arises until the goods have been shipped or delivered as promised.

Myth #2:It’s Too ComplicatedDoing business internationally can appear incredibly complex. However, once you learn just a handful of new business procedures, you’ll be able to grow in any market with few complications. The list of agencies, companies and websites devoted to international trade is almost endless. UPS offers a wealth of information online, and a great start is ups.com/tradeability. Plus, many cities have world trade centers that provide forums for exporters and importers,

Why put an overseas supplier in charge of making shipping deci-sions on your behalf when you don’t have to? With UPS Import Control,SM you can be in charge of managing your import shipments and commercial invoice information. Using UPS CampusShip® or shipping on ups.com, you can initiate shipments from another country and request delivery to yourself or a third party. With UPS Import Control, you create the ship-ping labels and commercial invoices to be forwarded directly to your

exporters by e-mail or with a UPS driver to collect the shipment – even if your exporter doesn’t have a UPS account. Plus, you can monitor your shipment’s progress online.

UPS Import Control helps you manage costs, avoid cus-toms delays and enable com-pliance. This new service also offers the option to remove the commercial invoice before

delivery to third-party receivers, ensuring they don’t receive sensitive cost information. For a limited time, try it and save with a special rebate. Learn more at ups.com/importing.

UPS iMPort control

now you can control import shipments

To learn how to use Import

Control, print out a Step by Step Guide at compass.ups.com/ importcontrol

About the author: Chris Hanks is director

of the Entrepreneurship Program at the

University of Georgia in Athens, Ga. He

and Jim Beach will facilitate a series of

Growth Through Global Trade seminars

hosted by UPS (see box at right).

and every state offers support to exporters.

The U.S. Commercial Service (USCS) assists smaller companies in finding the right overseas busi- ness contacts (visit buyusa.gov). It has numerous regional offices and free or low-cost services that can introduce you to overseas clients and help with legal requirements.

In recent years, the USCS has organized small business trade mis-sions to the Far East. As the result of one such visit, Nebraska-based Behlen Manufacturing won the con-tract to build the swimming facility for the 2008 Olympics in Beijing.

Photograph: James Schnepf; Illustration: C.J. Burton6 COMPASS S U M M E R 2 0 1 0

W hen BuySeasons Inc., an online specialty retailer of costumes, accessories and seasonal party

supplies, signed up for a UPS Returns® Flexible Access trial program, company leaders weren’t sure what to expect.

Would customers notice and appreci-ate the additional return access points – including their local post office? Would the ultra-convenience lead to an undesir-able increase in returns? What they dis-covered was that customers didn’t return products more often – a good thing – and they had fewer questions, which saved customer service reps time.

“We’ve seen fewer [phone inquiries] with our customers,” says Terry Rowinski, vice president of operations for BuySeasons (buyseasons.com).

Here are five other ways your returns strategy can benefit your bottom line:

1 Improve customer service. It’s true; a good returns program brings back

more than packages. It also brings back customers. If your customers are happy with their overall experience, including returns, they’ll be back. With three different returns options (see sidebar at right), UPS has a program that’s right for your business.

Returns are a critical part of PHH Mortgage’s service strategy. The New Jersey-based residential mortgage com-pany provides a UPS return label and

envelope in every mortgage package, making it simple for clients to send back essential documents.

Terry Rowinski of BuySeasons says making returns more convenient didn’t increase his return rate.

“They can track it themselves, which is kind of cool.” Your returns policy is one of the most visible elements of

your company’s customer service record. In a 2008 Forrester Research study of online returns, 81 percent of customers agreed with this statement: “If an online retailer makes it easier for me to return a product, I am more likely to buy from that retailer.” While a crucial differentiator for retailers, returns can be a key to growing nearly any business in any industry, allowing you to save time and money and outshine your competition.

Cover Story

A strong strategy will keep your customers coming back and revenues rising.Returns

redefined

S U M M E R 2 0 1 0 COMPASS 7

“Purchasing a home is one of the big decisions that someone makes in their lifetime, and we work hard to make it as smooth and as easy as possible,” says Ed Hickson, PHH’s director of distribution and fulfillment. “All they have to do is stick the label on the package we provide them and drop it in a UPS Drop Box, and it’s back to us.”

2 Maximize your inventory. An efficient returns process means faster turnaround, so your inventory spends

less time in no-man’s land and more time working for you. And with UPS technology, packages are tracked every step of the way, so you’ll always know the location of your restockable products.

eCardio, a leading provider of heart monitoring devices, was experiencing a 50 percent loss of inventory. “Patients would claim they returned the device, but we would never receive it,” says Heidi Tomberlin, operations manager for the Houston-based company.

But with UPS Returns Flexible Access, eCardio is seeing a nearly 100 percent return rate, which means the company doesn’t have to replace expensive inventory, and the devices spend more time helping the company serve clients and patients.

3Increase sales. More and more people are used to shopping online, but familiarity does not breed total

trust. That’s why a good returns policy, including a pre-paid return label, often results in higher sales. Confident

customers are more likely to make that purchase, while not increasing your return rate. They simply like the extra security.

4 Streamline routing. Within large businesses, the person who sends out a package is rarely the same

person who processes the return. Clients’ completed PHH Mortgage packages are returned directly to a ven-

dor in Maryland, which converts the documents to elec- tronic images for fast, secure access by PHH employees. “For somebody who is looking to increase timeliness with

a customer transaction, and needs the flexibility to work in this global market, it gives you an excellent tool,” Hickson says of UPS Returns.

5 Anticipate staffing needs. BuySeasons uses UPS’s tracking technology not only to keep an eye on its mer-

chandise but also to plan its staffing needs. “Even with our low retail apparel return rates, when you ship out 40,000 to 50,000 packages a day, 6 percent coming back is still a lot,” Rowinski says. Employees carefully inspect all returned merchandise to determine what can go back on the shelves. UPS tracking technology enables supervisors to anticipate high returns traffic and adjust work schedules accordingly.

Whatever your company’s returns needs, UPS has a returns strategy that’s right for you – and your customers.

UPS offers a robust portfolio of returns options, making returns easier for you and your customers and helping you turn returns into revenue.

UPS Returns® Flexible Access is brand new. Using a unique return label, your customers can now drop off their return packages at thousands of UPS and U.S. Postal Service locations – including their personal mailboxes. Packages given to the USPS are then picked up by UPS drivers and put into the UPS delivery system. Both you and your customers can track the packages’ progress online.

UPS Returns® allows you to process and track return shipments with ease, not just within the United States but in 98 countries and territories. You can print a UPS Returns label to include in your outbound package,

send the return label separately, or request UPS mail or e-mail a return label to your customer. You also can provide your customers with the ability to initiate returns

from your website, track their merchandise and receive a quick return of goods through UPS.

UPS Returns® Plus provides you the most assurance. You can arrange for UPS to pick up a package being returned directly from your customer, with two choices:

n 1 UPS Pickup Attempt: UPS will make one attempt to pick up your package. If the package cannot be collected, UPS will leave the return label at the pickup location.

n 3 UPS Pickup Attempts: UPS will attempt to pick up your package for three consecutive business days.

3 returns options from UPS

To learn more about UPS Returns solutions,

visit ups.com/returns or flexibleaccess.ups.com.

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eCardio pumped about its monitor return rateMultiple CustoMer options help the healthCare CoMpany inCrease its return rate froM 50 perCent to 98 perCent.

8 CoMpass s u M M e r 2 0 1 0

When eCardio Diagnostics, a leading service provider for the monitoring of cardiac arrhyth-mias, launched in 2004, one of its greatest challenges was retrieving monitors from patients after they had worn the device. It turned out to be a corporate stress test.

Since utilizing a new returns service from UPS, those heart-breaking days are in the past. With UPS Returns® Flexible Access, which provides multiple return options, eCardio has seen a dramatic increase in its return rate. Customer service representatives spend less time trying to track down monitors, and the monitors spend more time on patients.

Monitoring the monitorsUPS Returns Flexible Access gives customers the option of dropping return packages at any

UPS or U.S. Postal Service location – including their own mailbox. Packages that enter via postal channels are held at a local postal office where a UPS driver picks them up and handles the rest of the delivery. Either way, the package is tracked from the moment it reaches a postal or UPS location, so eCardio always knows the location of its heart monitors.

“Now we better understand that part of the issue was patient compliance,” says Heidi Tomberlin, operations manager for the Houston-based company. “By allowing our patients multiple returns options, not only are they more likely to return the device, but now we have the ability to track it until it arrives back at the office.”

And thanks to UPS technologies, ship-ping visibility is easier than ever for eCardio.

With the conve-nience and full visibility of ups returns® flexible access, the company now has a 98 per-cent return rate.

SOLUTION

chaLLeNge

Customers were not returning the company’s monitor-ing devices after their 30-day period, resulting in loss of inventory.

heidi Tomberlin, operations manager for ecardio, says the company now easily tracks its heart rate monitors when patients return them via UPS.

Success and Solutions

eCardio diagnostiCsProvider of remote cardiac monitoring products and services.

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2004Houston400 On Inc.’s list of fastest growing companiesecardio.com

s u M M e r 2 0 1 0 CoMpass 9

STreTch yOUr Idea OF reTUrNS learn more about ups returns flexible access at flexibleaccess.ups.com. to watch a video about ups returns, go to ups.com/returnsdemo

“We went through UPS to integrate [tracking] into our [own] system,” Tomberlin says. “As soon as the tracking number is scanned, it will populate our system.”

Tomberlin credits her UPS contacts – especially her UPS IT expert and account executive – with building an enduring relationship between the two companies. “If it weren’t for UPS bringing this solution to us, we would still be faced with complex returns issues,” she says. “We feel like we’re in a true partnership with UPS.”

Maximum convenienceWith UPS, eCardio can offer customers multiple returns options.

“Some patients want the security of handing the device to a UPS driver, and I understand,” Tomberlin says. In those cases, eCardio offers clients the hands-on service of UPS Returns® Plus, which allows the company to arrange for UPS to pick up a package from its customer.

“eCardio calls the patient at the end of the service and explains the return process,” Tomberlin says. “We can offer to have UPS come to their house and pick up the device. But we have more and more people say, ‘Well, I don’t really want to wait for UPS to come and pick it up.’” With UPS Returns Flexible Access and UPS Returns Plus, she notes, “the choice is completely in their hands.”

For eCardio, it all comes down to patient convenience. “We are 100 percent customer-service driven,” Tomberlin says. “We do everything we can to make the experience as easy for patients as possible. That’s our philosophy.”

UPS Insider

Paul Warrington demonstrates how to test water for arsenic.

ups pilot brings hope to people in needeMployee reCognized With Casey aWard for CoMMunity serviCe.

as at all successful companies, the people of ups are expected to give their best at work. Many also give gener-ously of their free time.

paul Warrington, an assistant chief pilot based at the ontario, Calif., air hub, is one of those people – and it earned him this year’s jim Casey Community service award, ups’s top employee honor worldwide for com-munity service. Warrington and his wife, jennifer, have made regular trips to Cambodia for the past seven years to provide medical care,

education and other assistance. in the past four years alone, the Warringtons and their mission trip teams have logged more than 12,000 volunteer hours.

“i am called to share hope,” paul Warrington says. “Cambodia is an area that has been depressed for so many years, and there is so little hope there. But we can help them and maybe teach them just a

little bit about, say, hygiene and water, and it brings hope.”

Warrington also volunteers in local communities back home. for

his efforts, he was given the president’s volunteer service award by president obama.

the jim Casey Community service award winner is chosen annually from nomina-tions solicited from ups’s global workforce of more than 400,000 employees.

“paul’s dedication to helping those in need is remarkable and a wonderful example of how to answer the call to service,” says scott davis, ups chairman and Ceo. “paul’s community involvement is an inspi-ration to us all.”

aLTrUISM IN acTION see paul Warrington’s work in Cambodia in an on-the-scenes video at compass.ups.com/ warrington

Paul Warrington demonstrates how to test water wells for arsenic.

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UPS carbon neutral shipping was a natural fit for TOTO USA, says Bill Strang, vice president of operations.

8 CoMPass s U M M E r 2 0 1 0

FOUnded

BASed

cUSTOmerS

WeBSiTe

UnUSUAl FAcT

TOTO Ltd., Kitakyushu, Japan, 1917TOTO USA, Atlanta, 1989Commercial and residential customers around the worldtotousa.comMore than 60 million bathroom fixtures produced in company history

TOTO USAManufacturer of premium bath products with innovative water technologies.

ToTo and UPs reach new heights in sustainability UPs Carbon nEUTral oPTIon offsETs Carbon CrEaTIon In shIPPIng.

Plumbing may not be glamorous, but it’s a signature of civilized life. It also happens to offer one of our greatest opportunities for environmental improvement, since it involves the constant use of an increasingly precious resource – water.

TOTO USA, a global plumbing manufacturer based in Atlanta, works from a phi-losophy it calls “TOTOlogy” – a commitment to manufacturing the most energy- and water- efficient products on the market in a sustainable and environmen-tally responsible way.

A recognized leader in innovation, TOTO USA cre-ates technologically advanced,

high-performance, sustainable products and recycles all materials.

“We’ve really tried to make sure that we appeal to our consumers’ needs,” says Bill Strang, TOTO vice president of operations. “Not only for a great look and a stylish solu-

tion to their bathroom applica-tions, but also to make sure that customers have an oppor-tunity for water conservation.”

How Brown helps customers go greenUPS was in the right place at the right time to help TOTO with an important next step in its already remarkable sustain-ability efforts.

shipping partner UPs analyzed supply chain carbon emis-sions impact, then teamed up on carbon offset purchase through its innova-tive carbon neutral program.

SOlUTiOn

cHAllenge

ToTo Usa wanted a supply chain as green as its industry-leading, state-of-the-art manufacturing processes.

ToTo Usa is serious about sustainability. view a video at

compass.ups.com/toto

Success and Solutions

If you’re ready to go green, visit ups.com/carbonneutral to learn more about UPs carbon neutral shipping.

s U M M E r 2 0 1 0 CoMPass 9

TOTO wanted to refine its supply chain, to make it as green as efforts in its other operations. Manufacturing processes at the state-of-the-art facility in Morrow, Ga., set the industry stan-dard for sustainable practices.

Examples? All the clay used to pro-duce TOTO’s ceramic basins is recy-cled. Operators compress it, squeeze out the water, then ship the clay to another installation in Tennessee to be turned into ceramic tile.

All wastewater flows back into oper-ations. TOTO uses 4 million gallons of water a month in its manufacturing … and every single drop is repurposed and used in production. TOTO goes green all the way down to nuts and bolts: Soy oil is used to operate forklifts.

Clearly, there’s an intense focus on sustainable practices in TOTO’s manufacturing. But the company was equally focused on making sure its supply chain – and even its business partners – operated with the same green commitment.

“When we look for partners, sup-pliers and relationships with other businesses,” Strang says, “we do look for those with the same kind of pas-sion we have for sustainability.”

compensating mother earthTOTO was the first customer to sign up for the new UPS carbon neutral solution, which allows a company to buy carbon offsets that then support environmentally responsible projects. The money is invested in projects such as wastewater treatment, methane destruction and landfill gas destruc-tion, says Sunny Nastase, UPS cus-tomer solutions director.

Moving forward, TOTO and UPS, continue to aggressively fine-tune every phase of their businesses to find ever-greener ways of working.

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Quick processing of orders and customs documentation for both small packages and freight shipments with UPs Worldship. Processing times have been cut in half, saving 30 minutes on each international shipment.

ship an array of parts to places around the globe, with minimal processing and documentation.

Nick Romain has always loved American sports cars. And as a Frenchman (who now lives in Florida), he knew that Europeans loved them, too. So when Ford Motor Co. came out with a hit new Mustang model in 2005, he realized it was the perfect time to leave his job with an export company and launch North American Tuning, a business in Margate, Fla., that spe-cializes in after-market car parts. After all, it wasn’t just Americans who were buying fender covers and Shelby-style wheels but overseas fans, too – and he knew an online business would reach them.

Now Romain offers more than 750 parts and accessories for late-model sports cars such as Corvettes, Camaros, Chargers and Challengers. Customers order from his site from all over the United States as well as

France, Sweden and South Korea. Most of his products are for the 2005 through 2010 model Mustangs. Using UPS, Romain ships about 70 orders a month, with about 25 percent – and growing – going overseas.

Any size, any speedRomain partnered with UPS because of its com-petitive rates, and he uses the UPS WorldShip® shipping system to process orders. “I became familiar with UPS services from the website,” he says.

Most packages he ships weigh about 10 pounds and are sent by UPS Ground to domestic destinations, though his customers can choose a UPS service for almost any speed they need. For international packages of the same size, he uses UPS Worldwide Expedited.®

the muscle behind the mustangnOrth amEriCan tUning rEliEs On UPs tO shiP arOUnd thE WOrld.

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Nick Romain, owner of North American Tuning, races through international shipment documents by completing the forms online.

Success and Solutions

2006Margate, Fla.$400,000 per yearnorthamericantuning.com

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NORTH AMERICAN TUNINGWorldwide retailer of after-market parts for the Ford Mustang, Dodge Challenger and Chevy Camaro.

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For less urgent international ship-ments, this service still provides his customers with the reassurance of a fast, guaranteed service but at an economical rate – and with in-house customs clearance.

Romain secured additional savings with UPS Supply Chain Solutions.® This allows him to complete export forms online, cutting processing time in half, saving 30 minutes on each international shipment.

easy-access documentationBut what about shipping a hefty body kit, which fills several 80-pound boxes? Or a multipackage set of wheels weigh-ing a total of 180 pounds? For heavier shipments, Romain relies on UPS Freight® LTL (less than truckload) services for domestic deliveries and UPS air or ocean freight for interna-tional. “I usually call to get quotes, but I do all the documentation online,” he says. “The tools are quite helpful. You can generate the Certificate of Origin and the Customs Power of Attorney. Then I schedule a pickup, and UPS comes and gets it.”

Easy online preparation of interna-tional shipping documentation makes Romain’s global reach that much easier. “UPS does a great job at a great price,” he says. “It’s a great value.”

Though it’s a young company, North American Tuning has been growing steadily. Romain anticipates even more growth over the next couple of years as more people learn about the company, and he plans to share the journey with UPS.

FINd OUT AbOUT FReIghT learn about ltl and other UPs freight options at ups.com/freight

Air Shipping

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When a court trial is on the line, there’s no room for error.

Law firms, insurance companies and other corporations depend on Esquire Solutions for deposition services, court reporting, elec-tronic discovery and document management. The process requires precision and speed. After an Esquire court reporter, who can be working in one of more than 20 states, docu-ments a deposition or other proceeding, the exhibits are shipped to Esquire’s headquarters in Atlanta. There, Esquire prints and binds the transcript, packages it with the exhibits and ships it.

“The testimony given by a witness to a case is important, and the exhibits are vital, because that is the only record that can be presented in a trial,” explains Michael Saltman, Esquire

Corporate Solutions president. “If it doesn’t arrive, there’s a chance the lawyer would have to postpone the event.”

A customized solutionThe sensitivity of those materials is one reason Esquire Solutions turned to UPS. Tapping into UPS technology, UPS Area Sales Manager John Ittel was able to work with Esquire to customize a shipping process that meets its time-sensitivity and security needs.

The company’s field locations use UPS CampusShip® to create shipments. Designed for use at multiple shipping locations, the secure web-based shipping system enables Esquire to manage shipments and allocate costs without sacrificing security, because a central administrator controls each user’s

by tapping into UpS technology and automating its shipping systems, esquire Solutions has saved an estimated $15,000 a month in labor costs, says leslie blair, esquire’s executive vice presi-dent of marketing.

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esquire Solutions needs fast, secure shipping of materi-als that are often extremely sensitive – and may be sealed by a court of law.

esquire Solutions relies on shipping that’s never a triallegal ServiceS company better ServeS itS clientS with Special coUnSel from UpS.

Success and Solutions

Michael Saltman of esquire Solutions says that UPS ensures that time-sensitive, critical packages are delivered on time every time.

esquire solutionsA litigation services company that provides legal support to law firms, insurance companies and other corporate clients with court reporting, depositions, video depositions, electronic discovery and staffing.

1999Atlanta650esquiresolutions.comAbout 1,000 packages per day

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LAST-MINUTe chANge? learn more about UpS Delivery intercept at ups.com/deliveryintercept. print a Step by Step guide at compass.ups.com/ deliveryintercept

access and has total visibility into the shipping process.

At headquarters, Esquire Solutions uses UPS WorldShip® to manage and track outgoing shipping activity. An evening pickup time ensures that those packages make it out the door and into clients’ hands the next day.

Seamless operationFor Esquire’s employees, the transi-tion to UPS technology tools was easy. UPS WorldShip is integrated with Esquire’s proprietary back-office business system. “To our employees, it’s just another piece of our system, so it really is seamless,” says Lisa Censullo, Esquire Solutions chief operating officer.

Another benefit has been UPS Delivery Intercept,® which enables the sender to change the course of a ship-ment en route. The service comes in handy when a client requests a last-minute addition to a shipment already sent, or when a lawyer who is traveling for a case changes her itinerary and shipments must be redirected to meet the lawyer’s changing schedule.

By tapping into UPS technology and automating its shipping systems, Esquire Solutions has saved an esti-mated $15,000 a month in labor costs for shipment preparation, tracking and billing, says Leslie Blair, Esquire’s executive vice president of marketing.

“[Choosing] UPS wasn’t about pricing,” Saltman says. “It was UPS’s ability to deliver a level of service and, knowing that there are problems in any business, UPS’s ability to resolve those problems and know that there wouldn’t be any stoppage.”

earth-friendly shippingIf you’re ready to ship smarter, find out more about the Eco Responsible Packaging Program from UPS at ups.com/ecoresponsible

Watch a how-to packing video from the UPS

Package Design and Test Lab at compass.ups.com/packagingpro

Inside the UPS PackageDesign and Test Lab

Air Shipping

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packaging tips

Why box strength can be critical to your package’s protection

While most all boxes have six sides, they’re not all created equal. Does a 200-pound bursting test box equal the strength of a 32-edge crush test con-tainer? The short answer: “No.” They don’t offer the same strength, even though they both specify 65 pounds as the gross weight limit. What’s the dif-ference? Basis weight.

Let’s try a little experiment. Pick up a scrap piece of paper and rip it – pretty easy, huh? Next, pick up about 20 sheets of scrap paper and rip them – a little more difficult, isn’t it? Now try to rip a 2-inch-thick stack of scrap paper – can’t do it, can you?

bursting strength test The thicker the paper gets, the more difficult it is to rip. This is the same principle for the basis weight of cor-rugated fiberboard. Look at the bursting strength box maker’s certificate (near right). It specifies a basis weight

of 84 pounds per thousand square feet. This is telling us how much paper was used during the manufac-turing process (42 pounds each on the inside and outside liner of the corrugated). More paper equates to greater bursting strength.

edge crush testLooking at the box maker’s certifi-cate that specifies edge crush test (far right), you will find that basis weight is not specified. This provides box manufacturers more leeway to manufacture corrugated fiberboard using less paper, which means less puncture resistance.

Tests in the UPS Package Lab have revealed that a 32-edge crush test container can have a bursting strength as low as 140 pounds per square inch. With a potential 30 percent difference in strength, there is no way we

by QUInT MARInI, UPS PACkAgE DESIgn AnD TEST LAb

can expect a 32-edge crush test container to perform equally as well as a 200-pound bursting test container. It is important that shippers completely understand this difference. We have personally dealt with a number of companies that started experiencing damage after chang-ing from a bursting strength container to an edge crush test container.

This difference in paperboard strength may lead to a costly mistake. A small investment in preshipment per-formance testing can help save thousands of dollars in damage costs and, more importantly, can save companies from tarnishing their brand image and reputation.

Another important consideration is that choosing the right box is the right thing from a sustainability perspective, as it reduces waste and damage.

Strength in numbers

bursting strength container label

edge crush test container label

The UPS Package Lab has found that a 200-pound bursting test box is more reliable for showing true box strength.

An edge crush test provides box manufacturers more leeway, so boxes may not be as strong.

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Tuesday, Nov. 23n Normal pickup and delivery service for

air, international and ground packages. UPS 2nd Day Air® packages picked up today will be delivered on Friday, Nov. 26.

Wednesday, Nov. 24n Normal pickup and delivery service.

UPS Next Day Air® packages picked up today will be delivered on Friday, Nov. 26. UPS 2nd Day Air packages picked up today will be delivered on Monday, Nov. 29 (except those processed and labeled for delivery on Saturday, Nov. 27).

Thursday, Nov. 25, Thanksgiving Dayn No UPS pickup or delivery.

(UPS Express Critical® service is available for urgent packages. Call 1-800-714-8779 or visit upsexpresscritical.com.)

Friday, Nov. 26n Delivery of UPS air and international packages

only.n No UPS Ground pickups or deliveries.n Pickup service provided for air and international

shipments if prearranged by Wednesday, Nov. 24. UPS On-Call Pickup® service and all UPS Drop Boxes also are available for air and international packages.

Saturday, Nov. 27n Delivery of UPS Worldwide Express,®

UPS Next Day Air and UPS 2nd Day Air packages processed and labeled for Saturday Delivery.

n Pickup of air and international packages for regular Saturday pickup customers or via UPS On-Call Pickup service.

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Thursday, Dec. 23n Normal pickup and delivery service for air,

international and ground packages. UPS Next Day Air packages picked up today will arrive on Friday, Dec. 24. UPS 2nd Day Air packages picked up today will arrive on Monday, Dec. 27.

Friday, Dec. 24, Christmas Even Normal delivery service for air, international

and ground packages.n No UPS Ground pickup service.n Pickup service provided for air and international

shipments if prearranged by Thursday, Dec. 23. UPS On-Call Pickup service and all UPS Drop Boxes also are available for air and interna-tional packages. UPS Next Day Air packages picked up today will be delivered on Monday, Dec. 27. UPS 2nd Day Air packages picked up today will be delivered on Tuesday, Dec. 28.

Saturday, Dec. 25, Christmasn No UPS pickup or delivery. (UPS Express

Critical service is available for urgent packages. Call 1-800-714-8779 or visit upsexpresscritical.com.)

References to “UPS air and international packages” in the schedule above include the following UPS service options: UPS Next Day Air® Early A.M.,® UPS Next Day Air,® UPS Next Day Air Saver,® UPS 2nd Day Air A.M.,® UPS 2nd Day Air,® UPS Worldwide Express Plus,® UPS Worldwide Express,® UPS Worldwide Saver® and UPS Worldwide Expedited.®

Time-in-transit notes: On UPS holidays – Nov. 25, Dec. 25 and Jan. 1 – there is no movement of any packages tendered to UPS. Also, Nov. 26, Dec. 24 and Dec. 31 are considered for the purpose of the UPS Service Guarantee as transit days for “UPS air and international packages” only.

Peak-season service guarantees: Commitment times for air and international shipments delivered within the United States will be extended by 90 minutes on the following days: Nov. 26, Dec. 18-24 and Dec. 31. UPS air and inter-national shipments picked up or delivered in the United States are guaranteed throughout the holiday season. The guarantee is suspended for UPS Ground and UPS Standard packages picked up or scheduled for delivery between Dec. 13 and Dec. 25. For further details, visit ups.com/tariff for UPS Tariff/Terms and Conditions.

Thursday, Dec. 30n Normal pickup and delivery service for air,

international and ground packages. UPS Next Day Air packages picked up today will be delivered on Friday, Dec. 31. UPS 2nd Day Air packages picked up today will be delivered on Monday, Jan. 3.

Friday, Dec. 31, New Year’s Even Delivery of air and international packages only.n No UPS Ground pickups or deliveries.n Pickup service provided for air and interna-

tional packages if prearranged by Thursday, Dec. 30.

n UPS On-Call Pickup service and all UPS Drop Boxes also are available for air and interna-tional packages.

Saturday, Jan. 1, 2011, New Year’s Dayn No UPS pickup or delivery. (UPS Express

Critical service is available for urgent packages. Call 1-800-714-8779 or visit upsexpresscritical.com.)

2010 Year-eNdholiday schedule

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Planning for Peak Season

UP-To-ThE-miNUTE iNFo For more information on the peak shipping season,

visit ups.com/holiday

Business leaders in Asia are optimistic about prospects for this year, according to the newly released UPS Asia Business Monitor, which sur-veyed 1,350 executives in 11 Asian markets. Respondents predict that expansion within the region will outpace trade with Europe and North America. Read more at ups.com/abm.

Asians expect boom in intra-region trade

Departure Points

CompassP.O. Box 5517New York, NY 10124-0671

PRSRT STDAUTO

US PostagePAID

ST. LOUIS, MOPERMIT No. 652

Please send questions or comments to Editor, Compass, Customer Communications, 55 Glenlake Parkway, N.E., 3-7, Atlanta, GA 30328. © Copyright 2010 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved. Reproduction in whole or in part is prohibited without written permission. Persons or publications quoted and the comments of guest contributors do not necessarily represent the corporate opinion of UPS.

UPS drivers stay ahead of the pack in technology

You’ll soon see your driver carrying the DIAD V (Delivery Information Acquisition Device V). This mobile computer will boast expanded memory, faster Wi-Fi and a color display to support driver training and future applications such as

navigation that can help drivers avoid traffic jams. Drivers will begin testing it this year, and it will roll out globally in 2011 to all drivers.

DIAD V

Want to avoid airline baggage fees and long waits by the luggage carousel? Ship your belongings directly to your destination in a special luggage box available at The UPS Store.® The luggage box is a strong corrugated box that acts like a suitcase, but it’s lighter and trackable. If you do decide to check it on your return flight, the box has a sturdy handle for carrying and meets airline size restrictions. Find a location near you at theupsstore.com.

Why lug your luggage? Ship your belongings from The UPS Store

Need to accomplish an unfamiliar task using UPS WorldShip®? Our online Step by Step Guides – in printable PDFs – will put you on the right path. Simply enter the links below into your web browser and quickly attain your goal, one easy step at a time.

WorldShip guides just a step away

Create a UPS Returns® label compass.ups.com/returns

Process an international returncompass.ups.com/intreturns

Create an air freight shipmentcompass.ups.com/airsteps

Process a multipiece shipmentcompass.ups.com/multi

Arrange future-date shippingcompass.ups.com/future

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