This book is about delivering. It’s what UPS does every day of the week around the world.1 Our friendly drivers in their sharp brown uniforms are the front line of our business. I can’t tell you how many times I’ve heard people say that they love their UPS drivers and how much they look forward to receiving the packages the drivers deliver each day. The entire company—from the part-time employees to the chairman of the board—dedicates a tremendous amount of time and effort to support the endgame: the driver delivering the package.

Founded in 1907 and thriving more than ever, UPS is a very large family with a unique business culture. I am certain this distinctive culture is the reason for the company’s remarkable success and is what ...

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