Driving Change: The UPS Approach to Business - Hardcover

An instructive portrait of how the leading delivery company conducts business draws on the authors' access to its facilities and employees to trace its first one hundred years, explaining how professionals can learn key lessons from UPS's successes, mistakes, and examples in customer service and employee satisfaction.

Mike Brewster is the author of two business books, Unaccountable: How the Accounting Profession Forfeited a Public Trust andKing Capital (with Amey Stone). In 2003, Mike wrote the "Flashback" column forBusinessWeek Online, a monthly feature that provided historical context for business and public policy issues in the news. In 2004, Mike's byline appeared inBusinessWeek, Fast Company, Inc., Chief Executive, Brand Week, and Sales and Marketing.

Frederick Dalzell is an historian and consultant whose recent business books includeChanging Fortunes and Rising Tide. In addition to teaching history at Harvard and Williams College, he spent several years as a research associate at Harvard Business School. He is currently a partner in The Winthrop Group, a firm specializing in historical research and archival services for businesses and nonprofit organizations.