UPS’s Missteps Have Made the Company’s Road Ahead Less Certain

Tucked away in an Atlanta suburb amid seemingly endless industrial sprawl sits an unmarked two-story building that people at UPS call the innovation lab. It’s hushed inside one morning in September as nearly two dozen workers await their chief executive officer, Carol Tomé.

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Tomé arrives—smiling, full of energy and recognizable by her trademark pixie cut and cat-eye glasses. She greets a Bloomberg Businessweek reporter for a tour, starting in the reception area where there’s a minimuseum chronicling UPS’s 118-year history. The guide, an engineer, ...