Fedex Case Study Summary

Question 1:
What is FedEx’s “common language” of quality? Is it important for a company to establish a “common language” of quality? If so, why?

Answer:
FedEx’s “common language” of quality is clearly displayed in the company’s PSP (People – Service – Profit) philosophy which articulates that when people are placed first, service and profit follows. As a matter of fact the company’s “common language” of quality is also reflected in their goals which aim to achieve “100% customer satisfaction, 100% on-time deliveries and 100% accurate information available on every shipment to every location in the world”. It was also mentioned in their Quality Improvement Process (QIP) that affects all of the company’s activities. In light of them adopting

Which of these perspectives are being emphasized by FedEx? Why?

Answer:
In my view, FedEx has emphasized the operations perspective, strategic perspective, the marketing perspective, the financial perspective, the HR perspective, and the systems perspective. The areas of the case study that support my assessment are as follows:

1. Quality = Productivity appeals to the Operations Perspective as it aims to ensure more and more customers continue to utilize their services thus resulting in continued business and profits.

2. FedEx has implemented Quality Action and Service Quality Indicator Teams, as well as, service quality indicators which appeal to the Strategic Perspective. These measures will ensure that FedEx maintains a specified standard and satisfy their customer’s

Marketing Perspective is implemented by FedEx generating weekly summaries to see how well they are meeting customer’s needs and the white delivery vans which carries the company’s distinctive purple-and-orange FedEx Log. This will help FedEx identify areas for improvement and their visibility assures customers that they have/are commitment to serving them.

4. FedEx 1-10-100 rule appeals to the Financial Perspective. This measure aids FedEx in minimizing and/or eliminating any unnecessary costs and wastage of resources.

5. FedEx People-Service-Profit philosophy, aggressive training program, state-of-the-art employee grievance processes, employee recognition, as well as, competitive wages, benefits, profit sharing and bonuses appeals to the HR Perspective. This helps build employee loyalty and morale, improve employee relations and skills, as well as, reduce employee turnover.

6. Systems Perspective was expressed in the case study when FedEx made available the application of a Quality Improvement System (QIP), new system for labeling and launching of an airline to carry packages. This ensures that the company has alternatives to fulfilling their commitment to customers and reduce complaints/issues experienced by