When it comes to training, UPS seems to have thought of everything. Employees are taught efficient procedures for safe driving, how to lift and carry packages, knock on doors, and even how to carry the keys to the big brown delivery vans. Procedures for how to effectively manage people, however, are just not as clear cut. UPS is attempting to fix that with their Community Internship Program (CIP) that helps managers strengthen management skills and develop greater sensitivity toward UPS staff and customers.

UPS founder, James Casey, realized that many of the managers in his organization had no idea of what poverty and inequality was. This sheltered perspective made it more difficult for these managers to deal with the diversity in their workforce. As such, Casey believed that if UPS was going to be most effective, it had to learn about and  live with societal elements that were foreign to most of them. That did not mean, however, relaxing the rigid rules of UPS. Rather, it meant fitting the rigid rules to the diversity of the organization......

Questions: 

1. How does the CIP at UPS foster a culture in the organization? 

2. What role can human resources play in ensuring success for this internship program? 

3. What criteria would you use to determine who should participate in the program? 

4. If you were challenged to defend the return that CIP offers to UPS, explain how you would evaluate the CIP program to demonstrate that it’s beneficial to the manager and the organization using Kirkpatrick’s model or another method of evaluation.