When Jeffrey Paquin was chief litigation counsel at United Parcel Service, he caught the business bug. “I started looking at better ways to manage litigation and conflict,” Paquin says. Using his experience with alternative dispute resolution, Paquin stepped outside the strict confines of the role of in-house lawyer and worked with the human resources department at UPS to fashion a program to deal with employee complaints.

The pilot program was so successful that last year the company expanded it to all of its 66,000 employees nationwide, and now UPS is implementing similar programs for its foreign operations, says Kevin Strahan, the human resources manager who was in charge of the new system.

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