Experiencing World Class Service Excellence
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‘operate independently, compete collectively’
The 2001 Annual Report quotes ‘Only FedEx remains focused on a unique business model – to operate each company independently, focused on the distinct needs of each customer segment, but also to compete collectively, leveraging our greatest strengths, the power of the FedEx brand and information technology.’
Processes
See model below
Baldrige Award 1990 but ISO now benchmark driver
Activity a mix of low skilled highly labour intensive (making sure bar coding on packages is face up for the readers) and highly automated (bar code sorting)
International package scanned 11 times which provides data for track and trace system
Very heavy focus on ‘scientific’ problem/process analysis
Use actual numbers of defects not %’s as even 1 is too many
Heavy investment in FedEx TV as means of internal
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