UPS Case: Trips(cont) Jim Kelly, ceo and chairman of the board UPS The business model is changing, and our focus is changing O ur customers are demanding broader, deeper service, whether that's running telephone centers for them or doing their billing for them or going out and repairing their computer parts for them. we, re doing all kinds of things we didnt dream of doing ten years agoHuang Lihua, Fudan U UPS Case: Trips (con’t) • Jim Kelly, CEO and chairman of the board, UPS: – The business model is changing, and our focus is changing.Our customers are demanding broader, deeper service, whether that’s running telephone centers for them or doing their billing for them or going out and repairing their computer parts for them. we;’re doing all kinds of things we didn’t dream of doing ten years ago