Experiencing World Class Service Excellence

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process iceberg. The service chain also includes the door to door pick up of parcels and delivery at destination.
Like a class sportsman it was apparently effortless professionalism – there was also a sense of the quickness of the hand deceiving the eye!
In terms of alignment it was interesting that FedEx claimed to have no single composite view of a customer relationship although their SQI measurement factors shaped by customers was a particular plus point.
The withdrawal of the Bravo Zulus – the on the spot reward scheme – was contentious. It was presented as a much needed opportunity to tidy the scheme up but there was a feeling that it could be interpreted negatively by the staff. Outstanding service should be rewarded at all times.
There was a suspicion also that it may have been being used to get round an inflexible pay scheme.

Some Delegate