Experiencing World Class Service Excellence
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spot’ rewards system (Bravo Zulus – a US Navy term for ‘Well Done’) as belt tightening move
Upward appraisal process which outputs a company wide Leadership Index which has improved year on year since inception
SQIs used as the basis for bonuses at all levels.
Customer Dialogue
No single view of customer and value
Their Service Quality Index is weighted and varies year on year depending on what customer thinks is important
Have used television advertising extensively which shows an engaging sense of humour
Commentary
The hub visit was a classic example of what the tour is all about. An intellectual understanding of what was going on was no preparation for the raw energy, cacophony of noise and pure hard metal rock that confronted us.
Fedex is an operational giant and what we were seeing was no more than the tip of the
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