Robert Austin manages to sum up in this short book the observations that bothered me for 16 years working for FedEx. As a courier for most of those years, I watched the company struggle with measurement dysfunction as they attempted to get more and more productivity from their employees. The symptoms I witnessed first-hand are so clearly described by Austin that it surprises me that no one at FedEx picked the book up and fixed the widespread problem. If you doubt me, stop your FedEx courier s