Table of Contents

Preface

SECTION I – FROM SCEPTICISM TO AFFIRMATION: Before May 1972

1. Introduction - The Trail of Inspiration
2. Checking With the Experts
3. Feeling More Comfortable
4. This Dog Might Hunt!
5. An Unscientific, Irrational Decision
6. Kick the Tires, Light the Fires

SECTION II – NAÏVE OPTIMISM: May 1972 to March 1973

7. A Climate of Chaos
8. Mail, Charter, and a Future Executive
9. Looking for a few Good People
10. Mr. Smith Goes to Washington
11. Don’t Buy Anything
12. At Least Hot Suit Knows When He’s Getting Out
13. Roadblocks and Optimism
14. Let’s Call It a System Test!

SECTION III – WITHIN AN INCH OF FAILURE: April 1973 to May 1974

15. The Marine Corps Boot Camp Mode
16. Just a Regular Employee with an Ordinary Job
17. Rescue at the Edge of a Precipice
18. A Light for the Darkness
19. A Little Help From Our Friends
20. Summoned to a Special Meeting
21. Wait a Minute, We Need That

SECTION IV – ONE FOR ALL AND ALL FOR ONE: June 1974 to May 1978

22. A General in the Gorilla Camp
23. Digging for Gold in New York
24. Well Then, You Don’t Need Me!
25. Just a Little Thing I Learned in Nam
26. I’ll Just Give You Enough Rope to Hang Yourself
27. Just Step Out of the Way

SECTION V – A MODEL FOR OTHERS TO EMULATE: 1972 to Present

28. The Trinity of Cyclical Action
29. The Wind Beneath the Wings of Success
30. Chrysalis - Caterpillar to Butterfly
31. Going From Mach One to Idle
32. Concordes, Dirigibles, and Separation
33. Parting Thoughts

About the Author

Roger Frock is president of Quest Management, Inc., a consulting firm that specializes in supply chain management. He has been a guest speaker at the National Council of Physical Distribution Management (now the Council of Supply Chain Management Professionals), the American Management Association, and the American Trucking Association, and has made frequent presentations to other industry associations and private business groups on a variety of subjects.

Reviews

"This book is the manual for entrepreneurs with big dreams. Frock has documented, through personal experience and painstaking research, one of America's most successful start-ups. He provides the critical ingredients for bringing a major dream to life—no matter what the business or endeavor."
— Michael Basch, CEO, Nature's Lighting, author of Customer Culture: How FedEx and Other Great Companies Keep the Customer First Every Day

“Early on, Frock recognized the value of international service and calculated that the global market would eventually need and support the FedEx business model. We worked closely with him to establish their first cross border network between the US and Canada. His vision helped us to become the most successful player in the Canadian market.”
— Simon Caviezel, President and CEO, Cansica, Inc., Federal Express Canadian Licensee

“[This book] explains the vital importance that enthusiasm and passion play in people who tackle seemingly overwhelming obstacles and find a way to make it work. In many ways, the Porsche turnaround that I [led] in the 1980s was an application of the management concepts detailed in Changing the Way the World Does Business. Properly applied, these concepts can people to rise to a performance level that achieves business miracles in an increasingly competitive world.”
— Peter W. Schutz, former head of Porsche

“The success-laden secrets of a corporate giant’s heart and soul are revealed as Frock shares his personal experiences and entrepreneurial views with a keenness that is at once exciting and enlightening… Changing How the World Does Business reflects [Frock’s] ethical nature from which success of gigantic proportions was realized as the global giant known to us all as FedEx.”
— Linda G. Sapia, former Manager, FedEx

“Tomorrow’s leaders will be encouraged by this exciting succession of experiences that ‘Changed the Way the World Does Business.’”
—The Honorable Roger W. Kallock, former Deputy Under Secretary of Defense, Logistics and Material Readiness, and Chairman, Chagrin Consulting Associates