CHAPTER 1

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Delivering a Culture

From $100 Startup to Global Company

I began my UPS career as a package delivery driver in northern Idaho and served in that position for six years before being promoted to supervisor. Each time I assumed a higher level of responsibility, my view of leadership changed. What never changed, however, was the imperative to deliver. That was always at the center of everything we did at UPS.

Before we examine the unique culture at UPS, let me tell you a little bit about the company itself. I don’t believe it’s possible to truly understand how a culture like this exists and thrives unless you know something about its origins. ...

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