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Driving Change: The UPS Approach to Business Hardcover – Bargain Price, June 12, 2007

by Mike Brewster (Author), Frederick Dalzell (Author)

4.4 28 ratings

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For the first time ever, one of the "World's Most Admired" companies opens its doors for a fascinating, lively, and most of all instructive look at how it does business

We see them everywhere -- those brown trucks with the golden logo, the drivers delivering their share of 14 million parcels handled daily. To most of us, UPS is a reliable fact of life. But to well-informed businesspeople, Big Brown is a company to emulate. Quietly and steadfastly, UPS has earned a reputation as one of the leading companies in America, known as much for its innovative practices as its skill in creating satisfied customers and employees.

Just in time for the company's hundredth anniversary, UPS has allowed authors Mike Brewster and Fred Dalzell unprecedented access to their facilities, their workers, and their history -- including their mistakes. What emerges are clear-cut lessons from which any business can benefit. Driving Change is an enlightening, absorbing, and dynamic account of a company at the very fulcrum of global commerce.

Print length

304 pages
Print length

304 pages
Language

English
Publisher

Hyperion
Publication date

June 12, 2007
Grade level

8 and up
Reading age

18 years and up
Dimensions

6.5 x 1 x 9.5 inches
ISBN-10

1401302882
ISBN-13

978-1401302887
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Editorial Reviews

From Publishers Weekly

Near the outset of this meticulous survey of UPS's history, business journalist Brewster sums up the message he wants businesspeople to take away: that UPS may be seen as at once humdrum and wonderful to behold. But he goes heavy on the humdrum in a book whose clear-cut lessons are too rudimentary for the corporate audience he's courting. It's only when the author focuses on little-known trivia and insider information—gleaned from what the jacket copy touts as his unprecedented access to the delivery giant—that his account approaches the wonderful. In recounting the evolution of the American behemoth from the Gold Rush days when 15-year-old Jim Casey transported everything from bail money to morphine, Brewster turns up some shiny nuggets: the trucks are brown so dirt won't show; in Zambia, UPS uses canoes to make deliveries; in New York City, the company would prefer to offer the city government an annual payment instead of tracking thousands of parking tickets. Like UPS lifer Greg Niemann, whose Big Brown: The Untold Story of UPS (Jossey-Bass, Feb.), Brewster heaps praise on UPS, leaving skeptical readers to wonder what remains untold. But Brewster's emphasis on UPS business strategies won't be of much help to the management audience. It's better suited to UPS's beloved everyman Joe. (June)
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.

From Booklist

Ask anyone to name some Washington State business start-ups and you will most likely hear the names Microsoft and Starbucks, but few realize that United Parcel Service began as a small bike messenger service in Seattle around 1905. Unlike companies such as Kodak, Microsoft, and Xerox, which were built around a break-through product or idea, founder Jim Casey took a basic existing service and reengineered it through modernized equipment and impeccable service. The buttoned-down Boy Scout look of the UPS driver remains a direct reflection of the owner's vision of presenting a clean-cut image that would take the package-delivery service out of the alley and make it respectable. Brewster traces the roots of UPS from messenger service to regional West Coast truck-based delivery service to what it is today, the largest private multinational air parcel carrier with a massive airline fleet and one of the largest and most sophisticated sorting facilities in the world. With unprecedented access to the company's facilities, historical records, and employees, Brewster provides the most in-depth look at this highly regarded company to date. Siegfried, David
Copyright © American Library Association. All rights reserved

Product details

Publisher ‏ : ‎ Hyperion; First Edition (June 12, 2007)
Language ‏ : ‎ English
Hardcover ‏ : ‎ 304 pages
ISBN-10 ‏ : ‎ 1401302882
ISBN-13 ‏ : ‎ 978-1401302887
Reading age ‏ : ‎ 18 years and up
Grade level ‏ : ‎ 8 and up
Item Weight ‏ : ‎ 1.2 pounds
Dimensions ‏ : ‎ 6.5 x 1 x 9.5 inches

Best Sellers Rank: #1,867,309 in Books (See Top 100 in Books)
- #4,001 in Deals in Books
- #141,906 in Reference (Books)

Customer Reviews:
4.4 28 ratings

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4.4 out of 5

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John Boily

Five Stars

Reviewed in the United States on December 1, 2016

Great reading

Reviewed in the United States on March 18, 2016

Verified Purchase

Well written and informative

Helpful

Loyd Eskildson

Good Overview of an Impressive Company!

Reviewed in the United States on July 6, 2007

If you work for eg. FedEx (I do) and are looking for strategic secrets - this is not the book. However, it still provides an excellent history and overview of an impressive company.

Readers begin by learning that UPS handles some 15 million packages/day, using 8,000 hubs, distribution centers, and package sorting facilities. Of this, about 900,000 go by air. Its founder early on decided to distinguish the firm through high standards (trucks are cleaned every night; drivers cannot smoke, are paid considerably better than average and encouraged to buy stock at a discount, and are inspected for neatness each day). Retention is further encouraged through promotion from within, and a ban on favoritism. Excellence is pushed through extensive industrial engineering and standards, benchmarking (Sears and Marshall Fields were early contributors), and a climate of continuous improvement.

An early strategic decision was to shift from providing messenger service to delivering packages from local Seattle department stores to their customers. This differentiated UPS from its competitors.

UPS tried air service early on - however, its timing was poor (just as the stock market crashed in 1929) and the venture soon folded.

UPS lost over half its volume during and shortly after WWII as an initial combination of conservation, followed by increasing auto ownership led to most department store customers taking home their own packages. UPS then strategically redirected itself to wholesale deliveries INTO the stores, using the increasing volume of highways and trucks, and taking advantage of the decline of railroad service. The "bad" news associated with this was it created considerable resistance from trucking and bus companies, as well as innumerable ICC hurdles. Thus, its 1954 goal of providing wholesale deliveries nationwide within 10 years actually took almost 30.

UPS now operates the world's 8th largest airline. This effort was restarted in 1953 via leasing space on commercial airplanes; however, it was of limited value until the operation was revamped after FedEx's 1973 entry, and combined with a hub and spoke system and increased advertising.

UPS continued to innovate by going international. Again, the expansion was not easy, impeded by cultural and regulatory problems, and inconsistent IT and culture in overseas acquired companies.

IT has been another major area of UPS innovation - again, thanks to prodding by FedEx. UPS now has the largest IBM relational database, and is the biggest user of cell phone minutes in the world. Not content with current abilities, it invests about $1 billion/year in this area, and employs 4,000 some software engineers.

Clearly its employees find much to like. Turnover among managers runs 8% (INCLUDING retirements), and 5% among drivers (again, INCLUDING retirement). The 1997 strike is largely blamed by the authors on a renegade Teamster leader whose election was since overturned and he has been banned for life from the Teamsters.

A 1999 IPO raised $5.5 billion (a record up until then).

UPS' latest initiatives focus on providing warehouse and other services - ideally, in a manner that reduces total shipping costs. Example: A typical truckload consists of 52 pallets with about 100 cases/pallet. At LTL rates, those sending 15 or more pallets pay the costs of an entire truckload. Thus, UPS can consolidate shipments and achieve shipping savings. "Martrac" is another initiative - refrigerated UPS feeder trucks carrying California fruits and vegetables move East after bringing small packages to the West Coast. "End of runway" storage at Louisville is another initiative, allowing last minute shipment to customers each evening, as well as expedited repairs, and even modification of eg. Hitachi hard drives prior to shipment.

Bottom Line: A great story about a great company!

9 people found this helpful

Helpful

Armchair Interviews

First-class book about first-class company

Reviewed in the United States on June 12, 2007

Everything about the book, Driving Change, is meticulously done. Would you expect anything less from UPS? The jacket cover-brown and white with the UPS logo-is perfect. Then if you take away jacket, the hard back cover is also brown! Nicely done!

The book begins with an overview of the history of UPS. It explains how Jim Casey, an enterprising teenager, saw a market need in 1907 for delivering messages in his native Seattle, Washington. Casey then branded his service as cost competitive with any service in town, and his agents as dependable and hard workers. These traits would follow him as American Messenger Service turned into Merchants Parcel Service. That in turn morphed into United Parcel Service in 1919.

Beyond just history, the reader is informed how this company with the ubiquitous brown trucks is very innovative in providing better service at a more reasonable price. Before reading this book I would not have used the word "innovative" in the same sentence as UPS, yet UPS has been an industry leader in the package delivery business worldwide! My perception of UPS was challenged as the authors delved into how such a large corporation could embrace change. UPS could even miss the signals that the market was changing, as they did in the overnight delivery business and global expansion movement, but in an effort to "catch-up" could even surpass the competition.

What is the competitive edge that UPS has that other companies lack? Loyal employees who believe and enjoy the work that they do are that "secret ingredient." UPS is a company with a corporate culture like no other, although they have not been perfect. The book has done a beautiful job in explaining those lessons learned.

This book is well written, well researched, and surprisingly engaging. At the end of each chapter is a quick summary that synthesizes the major points of the chapter. I found this very helpful.

Armchair Interviews says: For anyone with an interest in organizational change, this book is a must read.

14 people found this helpful

Helpful

R Card

UPS company history

Reviewed in the United States on December 10, 2009

Verified Purchase

This is great to learn about UPS back ground and history, I would recommend for any UPS employee or fan.

Reviewed in the United States on June 1, 2019

Verified Purchase

Husband purchased

Helpful

A corporate history focused on value

Reviewed in the United States on July 27, 2007

The history of UPS is a century-long story about a visionary founder, Jim Casey, who took a simple idea and made it grow, forging a global delivery, logistics and transportation network. He built an exceptional company that recognizes the critical role of its employees and the need for constant renewal. Mike Brewster and Frederick Dalzell were given complete archival access ("warts and all," they say, although the book is very positive) to create this corporate biography for the company's 100th anniversary. They cover UPS's history and development, detailing Casey's visions and methods, and showing how UPS has become a leader in global shipping and logistics. Their enjoyable, informative book is as much an industrial engineering story as it is the biography of a company that has continually reinvented itself. getAbstract recommends it to businesspeople who want to see how diligent leaders built a global company.

3 people found this helpful

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Cervin

Very detailed and entertaining

Reviewed in the United States on September 15, 2008

Verified Purchase

This book is well written and describes the UBS story in detail. Lots of interesting examples of how they succeeded and failed in various stages of their corporate history. But it is a bit dry sometimes.

One person found this helpful

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