If you walk into a UPS store and ship a box, you will not fill out a paper form. The associate will type the name and address into the UPS register. If you walk into a FedEx store to ship a similar box, you will complete a form. Operationally, do you see the difference and do you see the costs? What does FedEx do with that form? I am not asking that you answer that specific question, but how many layers of cost does YOUR organization impose? Or, do you see other companies that impose costs on you as their customer? Discuss your observations