Dish Network and UPS: An NCR Case Study

Established in March 1996, DISH Network is the leader in technology and HD programming, and currently serves more than 14.19 million satellite television customers. DISH Network is a publicly traded Fortune 200 company located in the United States in Englewood, Colorado.

DISH Network is known as the value leader among all television providers. The company has a reputation for keeping costs low internally in order to pass savings on to subscribers. To maintain that competitive position, DISH Network practices continuous improvement, invests in customer service and introduces innovative technology to create the best entertainment experience possible, extending this simple invitation: let’s watch TV.

DISH Network’s primary logistics provider is UPS, the world’s largest package delivery company and a leading global provider of specialized transportation and logistics services.

DISH Network saw an opportunity to gain operational efficiency by improving the customer receiver exchange process. Subscribers are shipped an exchange receiver and asked to return their existing equipment to a DISH facility when they want upgraded equipment or if the equipment requires repair.

In the current process a replacement satellite receiver is shipped to the subscriber. The subscriber is instructed to return their existing receiver in the same container in which their equipment is shipped. The returned receiver is shipped to one of three DISH facilities, Spartanburg, SC, Denver, CO or El Paso, TX for testing, repair and refurbishment, then placed back into inventory.