Focus First on People

Darden, Cal
March 2005
Leadership Excellence;Mar2005, Vol. 22 Issue 3, p8
The article focuses on reasons for success at United Parcel Service (UPS) of America Inc. Constructive dissatisfaction and constant reinvention are two key attributes of leadership at UPS. Sustained success is the result of sound leadership. The best way to prepare for the future is to develop people into leaders. Service quality is central to building and sustaining trust and confidence. Quality begins and ends with customer interactions. The customer mindset is also lived at the top. In fact, the backing by UPS senior managers is the single-most strategic element of the passion for quality.


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