Our founder, Jim Casey, pushed this idea, which means that no matter how good a job you're doing, you can always do a little better. It's that ability to transform, to evolve, and to execute on those transformations that has made us successful.

The most dramatic and far-reaching change we've made is the implementation of technology. Technology not only allows UPS to run its global operations more efficiently, it allows us to serve our customers more intimately. When you open your door to a UPS driver, you don't think about their nifty handheld computer equipped with GPS, wireless devices, and other leading-edge technology. Or the immense, sophisticated UPS operating network that got that package there on time. You think, "My package arrived safely and when promised, delivered by a courteous driver."