Listen to yourself.... I highlighted your own comments in bold.... When these people applied for a position at UPS, I'm pretty sure they weren't told "if you think you have too much work, stand up for yourself," or "if you think management is screwing you, screw them back." It is what it is. These workers don't have a choice, they have to work as instructed. They don't get to choose how hard they get to work. AND on another note.. It's all about the customers and if a management person has to step in to make the customer happy so be it.
It used to be about the customers....Now it's about the shareholders...and if you are naive enough to believe anything else you need to take the blinders off...