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My team is definitely diverse, with different ethnicities and cultures that I respect. I am FedEx Featured Team Member

STEPHEN DE LEON
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OUR VISION

DIVERSITY IS THE MIX; INCLUSION IS OUR COMMITMENT TO MAKING 3 THE MIX WORK

WHAT OUR TAGLINE MEANS


Diversity is the mix; inclusion is our commitment to making the mix work. The tagline on the front of the magazine is catchy, but what does it really mean? Among human resources professionals and diversity experts, the terms diversity and inclusion convey distinct differences. Diversity in a large company like FedEx is simply the adequate presence of different people from different groups. (Different races, religions, genders, ages, sexual orientations, etc.) Inclusion addresses providing all of those different people with opportunities to grow, develop and contribute to the success of the company. At FedEx, were committed not only to diversity but to inclusion to fully maximize the benets of a diverse workforce. LETTERS TO THE EDITOR

CONTENTS

OUR SYMBOLS
People Business Community Responsibility Environment

POINT OF VIEW David Buggs DUAL PERSPECTIVES Taking Flight CUSTOMER SPOTLIGHT Multiculturalism Becomes a Healthy Hair Care Business I AM FEDEX: ON THE FRONT LINE Stephen De Leon

4 5 6 8 10

DIVERSITY LEADERSHIP Celebrating in the Spirit of Inclusion SUPPLIER DI V ER S ITY The Feelings are Mutual FedEx and the World in Flight GLOBAL CITIZENSHIP To America by Way of Ghana and Italy FEDEX NETWORK GROUPS

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EDITORS MESSAGE
Cornell Christion Senior Communications Specialist FedEx Services A soft pillow certainly has its place. After an exhausting heap of work or play, few things are more comforting at the end of the day. The same is true of traditionally soft stories in corporate publications. Reading about the accomplishments of our team members or about the company winning an award is comforting and pride inducing. But some aspects of diversity and inclusiveness do not always t the soft, feel-good mold, as were reminded when we hear news reports about disturbing examples of intolerance and hate threatening our very notion of community. Both inside and outside the walls of FedEx, there are issues and questions that surface in connection with diversity-related topics that can make us downright uncomfortable. The Diverse Appeal recognizes this dichotomy and seeks to strike a balance in our coverage. The magazine exists to report on smart and informative FedEx diversity stories that celebrate our people and policies. At the same time, however, we strive to not shy from examining substantive issues and asking legitimate questions that may be decidedly unuffy. In this way, we hope to tell a well-rounded story of diversity and inclusion today, one that resonates with ideas and thinking that can be helpful in all areas of our lives. We welcome your feedback and suggestions on both fronts. To share your thoughts, email me at DiverseAppeal@fedex.com.

LETTERS TO THE EDITOR

POINT OF VIEW

Great job on the Diverse Appeal publication! Thank you for making it available to all team members, not just managers. I strongly feel that we are all leaders whether we have a title in front of our name or not. Chip Williamson Sr Tech Sup Specialist FedEx Customer Information Services Collierville, Tenn.

Counting Everyone In
David Buggs Sees Beyond Diversity at FedEx Office
Corporatewide Communications FedEx Services When he joined then-FedEx Kinkos Ofce and Print Services in 2005, David Buggs often saw scrunched brows and quizzical looks when people learned that he was hired to be the companys Diversity Ofcer. Now, hes constantly in demand, being called on to manage diversity concerns and initiatives within the company that is now known as FedEx Ofce, in relations with FedEx as a whole, with FedEx Ofce suppliers and customers, and in the broader community outside the company. Diversity and inclusion werent topics that got much attention, David recalled of his early days on the job. We had only two white females at the ofcer level in the company And there was no education within the company focused on diversity and inclusion. Since then, four more women and one minority male have been promoted to the ofcer level, and ve other women two of them Hispanic have been promoted to director level. David is quick to point out his priority is not just numerical diversity, but the broader strategy known as diversity and inclusion (D&I). Diversity, David says, means valuing every aspect of a human being, which includes things you can see, such as race, color and gender, as well as things you cant see, such as sexual orientation, religion, values and many other attributes. Inclusion, in this context, means using the skills, insights and other talents that each individual has to offer, for the mutual benet of those in the organization. One without the other doesnt address the needs of the company or its employees. David explains that the implementation of a comprehensive D&I strategy produces innovation, market understanding, effective talent recruitment, customer comfort and satisfaction, global appeal, problem-solving and broad-based expertise. In his time at FedEx Ofce, David has seen real and lasting results from the companys D&I initiatives. David has also seen substantial progress for FedEx Ofce as a business, as a direct result of the development of D&I practices. The addition of Spanish-speaking team members has increased protability in Miami-area stores. David points out that before expansion of FedEx Ofce in 2007-2008 there were literally no stores in predominatelyminority neighborhoods. Now, there are protable stores in minority neighborhoods across the country, including Harlem in New York City, Prince George County in Maryland, the Cascade neighborhood in southwest Atlanta, and the Dallas suburb Cedar Hill.

I am a relatively new employee for FedEx Ofce, having started on May 3, 2010, but already I feel much more at home than anywhere else I have ever worked. Let me explain what I mean by that. As an identifying and openly gay man, there is an increased level of hesitation and discomfort when you are meeting people for the rst time. There are concerns as to whether or not you will be stereotyped, accepted, shunned, etc. This is compounded when the people you are meeting for the rst time are your new employers and employees However, I have found the more I embrace who I am the more my employees and peers understand me and respect me. Reading the article by Felipe Zuvichaux (People Perform Better When They Can Be Themselves, Diverse Appeal Summer 2010) was a welcome surprise. There are several places I have worked that had the almost obligatory anti-discrimination clauses that included LGBT issues, but they always seemed forced. It is rare to nd a company that truly embraces all forms of diversity and celebrates the differences that make us all unique and at the same time bind us together. It is inspiring to know that the company I now work for values me for everything that I am and not just my ability to hit a revenue target. For that I want to say thank you and that I am glad and proud to work for this company. Logan Hainley Business Center Manager FedEx Ofce Bossier City, La.

IVE BEEN ABLE


TO CULTIVATE RICH RELATIONSHIPS WITH ALL TYPES OF PEOPLE, BOTH

INSIDE AND OUTSIDE OF FEDEX, WHICH I WOULD NEVER HAVE HAD WITHOUT A FIRM UNDERSTANDING OF DIVERSITY AND INCLUSION.

I liked the article about multilingualism (Multilingualism, Summer 2010). I speak Spanish and related well to several things that Philly Teixeira said about using the language in order to foster relationships. I am going to tell my wife about it. She works for Express and is bilingual, too. David F. Walker Sr. Trans Pric. Analyst FedEx Trade Networks Memphis, Tenn.

I certainly enjoyed both the content and the layout of the new Diverse Appeal! Paul Isenberg Sr. Manager Station Ops Miramar, Fla. Submit letters to the editor via e-mail to DiverseAppeal@fedex.com
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DUAL PERSPECTIVES

ENCOURAGING ESSENTIAL CONVERSATION

TAKING FLIGHT
M I N O R I T I E S I N A V I AT I O N
1910 1910 First Chinese-American Male Pilot: Tom Gunn b Aircraft: 1910 Gunn Biplane 1921 First African-American Female Pilot: Bessie Coleman c Aircraft: 1920 Nieuport 82 biplane 1930 First Native-American Woman Pilot: Mary Riddle d Aircraft: 1930 Travelair Biplane 1932 First Chinese-American Female Pilot: Katherine Sui Fun Cheung e Aircraft: 1932 WACO UBA800 1932 First African-American ghter pilots in the US Army Air Corps: Tuskegee Airmen f Aircraft: 1932 Cutiss P401 Warhawk 1973 1992 2007 First African-American Male to Fly Around the World: Barrington Irving i Aircraft: 2007 Lancair Columbia 400

By Cornell Christion Senior Communications Specialist FedEx Services

First Licensed Female Pilot: Baroness Raymonde de Laroche of Paris. a Aircraft: 1910 Voisin Biplane

First African-American First African-American Female Astronaut in Space: Male FedEx Pilot: Carroll Manfred Waters g Mae Jemison h Aircraft: Aircraft: Spaceshuttle Endeavor 1971 Dassault Falcon 20

FedEx Express has long supported boosting the number of minorities in aviation. James Parker (left), executive vice president of Air Operations at FedEx Express, and Clarence Grisham (right), a FedEx Express pilot who is vice president of the Organization of Black Aerospace Professionals, tackled a few questions about the topic. It is estimated that women and minority pilots make up a relatively small percentage of the pilots employed by major passenger and freight airlines. What are your thoughts on why there are relatively few women and minority airline pilots in the U.S.? James Parker As with many social issues, there are many reasons why some levels of representation are unbalanced. Aviation is a highly technical eld, and only recently say, in the last 15 years have women and minorities begun to enter the aviation eld in signicant numbers. It takes a long time for anyone to become certied as a pilot at airline level, and its very expensive to accumulate enough ight hours. These are barriers to entry for a lot of people, but may be more so for minorities and women. The military has traditionally been the place for most people to get their training, but the military

training rate is much less than it was ten years ago so that option has been more limited. In addition, the airlines, including FedEx Express, have done much less hiring over the last 10 years, so with all things taken together, there has just been less opportunity for anyone to enter aviation. Minority youth and young women traditionally havent had a lot of exposure to aviation as a career choice. Unfortunately, our culture and society have not always encouraged them to picture themselves in that eld. However, as I stated earlier, I believe things began changing a few years ago, and will change even more dramatically over the next few years. First, through the efforts of groups like the Organization of Black Aerospace Professionals (OBAP) and Women in Aviation (WIA), plus the many aviation universities, many more minorities and women are being exposed to the career opportunities in aviation. Second, it appears there will be growth in the industry leading to more hiring, and nally, Baby Boomers who make up a large percentage of current aviation professionals will begin retiring over the next few years. This will create hiring opportunities. The key will be to ensure that minorities and women are ready to step into the open positions created by growth and retirement. As you mentioned, the military has traditionally been a major pipeline for airline pilots, mechanics and other aviation jobs in the U.S. How has that changed over the past decade or so, and how is it expected to continue to change?

James Parker First, we have a smaller military now, and the number of military aviation jobs has been shrinking for years. Plus, the type of aviation is changing, at least for pilots. By some estimates as many as half of all new Air Force pilots being trained today are learning to y unmanned aircraft. They are set up in a bunker on the ground and operate these drones by remote control. As you can imagine, this does not provide the skills or experience necessary to y a passenger or cargo plane. In addition, many military pilots are now assigned to helicopters, which means they require additional training and experience to transition to ying large commercial aircraft. Finally, military pilots are generally remaining much longer on active duty rather than moving to civilian airline positions. This is because military pay and benets have improved when compared to commercial aviation, and because there are fewer commercial jobs available to them. Mergers and the recession have made hiring slow to non-existent for several years now so current military personnel are hanging onto the positions they have. Clarence Grisham OBAP believes the unstable economy has contributed to the declining numbers of individuals coming out of the military. Due to economic uncertainty in the wake of the recession, a lot of military people are choosing to stay the course and stay in the military. On top of that, the military is now offering better compensation packages to help retain service men and women who have aviation expertise, especially pilots. But it

should be pointed out that the military faces challenges when it comes to recruiting minorities the same as private airlines. However, the military has strong plans and procedures in place to recruit qualied minorities into the aviation eld. What are FedEx Express and other airlines doing to try to help boost the number of minorities in the pipeline for jobs in aviation? James Parker FedEx is doing a great deal to help raise these numbers, and has been doing so for years. As I mentioned, we have consistently supported OBAP and WIA in their efforts to build a pipeline for talented youth to get aviation jobs from actively encouraging OBAP in its recent shift from focusing only on pilots to actively supporting several programs such as OBAPs Aviation Career Education Academies summer youth camps. Clarence Grisham Airlines have consistently supported OBAP and its various programs, such as our Aviation Career Education Academies, which are designed to expose students not just to ying airplanes but to the entire spectrum of aviation careers. With that being said, some airlines seem to be doing more than others to work with us to attract more minorities to the industry. But Federal Express has always been a strong and consistent supporter, as evidenced by its sponsorship of the OBAP convention in August.

We are appreciative of the support from FedEx and we hope it will continue. Are the efforts of FedEx Express and other airlines making a difference? Are they working? James Parker We think so, but there are many variables to consider. In the past it was clearer that these efforts were successful because the industry was doing more hiring, and it was easier to bring on more minorities and women. In the last few years, some of the early minority and women pioneers have retired, and with the tamped down hiring, the numbers havent had a chance to improve. This has been true at FedEx and throughout the industry. However, even with this short-term adverse trend, FedEx remains above the industry standard when it comes to minority and female pilots! We are proud of that, but we know we can do even better. We are in the process of evaluating Intern programs for certain aviation disciplines. If all our plans come to fruition, this will enable us to continue our efforts to be a leader in the industry for diversity hiring. Clarence Grisham Its difcult to evaluate at the moment because very few airlines, if any, have done much hiring over the past few years due to the poor economy. But with the economy starting to pick up and airlines possibly starting to get ready to hire again, OBAP will be monitoring the situation very closely. We will also continue to monitor the

status of minorities in management positions at airlines. With the lack of hiring for nonmanagement jobs in the industry in recent years, more attention has been focused on minorities in management positions. Based on our research, OBAP believes there is room for improvement in that regard at all U.S. airlines except one. We think FedEx Express probably needs to do a little better when it comes to that. From your perspective as a OBAP board member, what advice would you give to FedEx Express and other airlines that want to attract more minorities to the aviation industry? Clarence Grisham In my opinion, airlines should have a dened process and should set goals for hiring qualied minorities. I stress qualied because OBAP certainly doesnt believe that rules should be bent to hire unqualied job candidates. There should also be accountability. OBAP believes that upper management at FedEx Express and other airlines is seriously and genuinely committed to diversity. But sometimes there seems to be a disconnect between senior management and middle or lower management. OBAP believes that diversity must be a priority for managers at all levels, not just for upper management. Also, we believe airlines should provide leadership training and development for pilots and others in the industry who would like to become managers because its not enough to simply have minorities in non-management positions. Lastly, we believe that airlines should continue to support and stay engaged with OBAP.

a http://earlyaviators.com/edelaroc.htm, b Museum of Chinese in America, http://www.mocanyc.org, c http://www.bessiecoleman.com, d http://www.smithsonian.com, e http://www.encyclopedia.com/doc/1G2-3446400050.html, f http://www.suite101.com/content/the-tuskegee-airmen-a46441#ixzz14K5TRlW5, g FedEx Services, h i

http://www.infoplease.com/spot/bhmrsts.html#ixzz12kGjm9sR, http://www.infoplease.com/spot/bhmrsts.html#ixzz12kGjm9sR

CUSTOMER SPOTLIGHT

Multiculturalism Becomes a Healthy Hair Care Business


FedEx and Hollywood Help to Create a New Legend
Corporatewide Communications FedEx Services Among the many FedEx clients in Southern California, one in particular has the look of a 21st century business legend-inthe-making. It could be a story about how the free market is supposed to work. It could be about the emergence of cultural diversity, not just as a goal or a good business practice, but as a genuine economic force. Its already a classic tale of entrepreneurial success, a success FedEx helped bring about, and one that promises inspiring chapters yet to come. Wendi Levy and Kim Etheredge started Mixed Chicks hair products in 2004. Wendi had been blending hair products all her life, having discovered that, as the child of a black mother and white father, no one made products that worked for her hair. Wendi Levy (left) and Kim Etheredge (right) founders of Mixed Chicks

orders a week, says Wendi. Once we were up to 20 or 30 orders a day, we were spending way too much time dealing with that. When they found out how to download a batch of orders, and print labels on the Zebra printer FedEx provided, they were ready for their next wave of growth. Our business has doubled every year, since 2004, Wendi says, And every time weve grown, Marty and FedEx have been able to give us a better deal. Probably their biggest breakthrough came in late 2008, when Academy Award-winning actress Halle Berry endorsed Mixed Chicks. Kim Etheredge had worked in television and public relations, so she had some show business contacts. Mixed Chicks had sent gift baskets to a few strategically chosen celebrities and stylists, but they had no idea Berrys endorsement was coming. One day, we started getting calls from these major magazines, Wendi explained. They were telling us that we were one of Halles top ve must-have products, and they needed pictures of our products for their articles. It was more than a little exciting. Mixed Chicks is now operating in a business space in Canoga Park, Calif. Even though its outside Marty DeLucas territory, FedEx kept him on the account, and thats typical of the FedEx approach. FedEx is very focused on customer service, much more than the competitionWe were able to make their move into their new space much smoother, and help them expand to meet their needs, Marty says, and Im sure thats why weve been able to keep their business. Mixed Chicks uses a whole range of FedEx services. Any rush or international order is automatically a FedEx Express order. Direct customer orders from www.mixedchicks.net, which account for about 40 percent of the companys business, go straight to FedEx Home Delivery. The biggest growth has been in Mixed Chicks sales to hair salons and beauty supply stores, which is handled exclusively through FedEx Ground. We have 1,800 retailers now, and we add about 20 a week that we dont even pursue, just to keep up with customer demand, Wendi explains. Our salons will call and ask if the package is coming today, because they sell out of our products so quickly. And Im able to check every order, and tell them its on the truck for delivery.

The next stage is already taking shape. Wendi and Kim have started using FedEx Freight to ship to hair shows around the country, where their business gets bigger every year. Theyre in negotiations to begin selling to larger chains, with hundreds of retail outlets, and theyre making plans to expand their FedEx business even further when they launch a new childrens product line in 2011. Wendis husband Brad, who is a partner in the business and golf buddy of Marty DeLuca, has an even more ambitious vision of the future. He made a picture, which we have posted on the wall in our warehouse, thats based on a moon landing, Wendi says. Its got the guy stepping down on to the surface, with the space suit on, with a big FedEx logo on his oxygen pack, making a delivery to our biggest New York retailer, right there on the moon! Marty DeLuca, for one, wouldnt be surprised if Mixed Chicks became an inter-planetary phenomenon. They are such down-to-earth people, but theyre really smart about business, Marty explains. Wendi and Kim still answer every customer e-mail personally. They hear from parents, thrilled to nally discover a product that not only serves but also celebrates their mixed-race kids. For Wendi Levy, its about serving a population thats been overlooked for far too long. We hit a much bigger audience than we ever anticipated, Wendi says. Every day were reminded of what multicultural people have had to experience and endure, and its such an honor to have become pioneers in addressing their needs.
Photos: ALelia Bundles/Walker Family Archives/Wash, DC. www.madamcjwalker.com

me when I traveled. Wendi started sharing her special formula with friends. When it reached Kim, the daughter of a white mother and black father, the Mixed Chicks were off and running. Kim came to me and said We have to start a business! If we take this to a lab, we can make it ourselves. After a year spent perfecting the product, Wendi and Kim were handing out samples of their Leave-In Conditioner at concerts, at the gym, on public transportation. They became their own product developers, test subjects and marketing team. They were the chief executives, the sales department, and the order fulllment squad. Before they knew it, they had a booming Web-based business, which is when FedEx entered the picture to a deeper degree to help a edgling small business that clearly had promise. Mixed Chicks was operating out of Wendis home, in Encino, Calif., when FedEx Services account executive Marty DeLuca rst came to see them. When I got involved they were doing enough business to qualify for eld-level service, Marty says, and I could tell they were having some growing pains. Marty met with Wendi in her living room, while she juggled customer service calls, orders from the website and a garage full of products coming and going. They were super-busy, Marty says, but once we were able to come through with competitive pricing, I was able to focus on what we could do to make their business work better. The biggest improvement, Wendi and Marty agree, was the efciency that came with integrating FedEx Ship Manager software into their ordering system. Wed started out inputting each address by hand, back when we had 20 or 30

COMBINED, HISPANICS, ASIAN-AMERICANS AND AFRICAN-AMERICANS ACCOUNT FOR ABOUT 1/3 OF THE U.S. POPULATION.

IT IS PROJECTED BY 2040, THESE GROUPS WILL REPRESENT 1/2 OF THE AMERICAN MARKETPLACE. j

In the store there would be a white, or European hair care section, then an ethnic section, maybe a quarter of an aisle, says Wendi, and I would just mix and match, trying to create something for my frizzy, curly hair. When Wendi, a former teacher, moved to California several years ago, she had it down to a science. I would carry my blend already mixed, so I didnt have to bring six bottles with

The daughter of former slaves, Madame C.J. Walker developed a line of hair and cosmetic products in 1905. The line was specically for the black market. At its peak, the company she founded employed more than 3,000 people.k In 1910, Madame C.J. Walker was the rst woman in the United States to become a self-made millionaire. i

http://EzineArticles.com/?expert=Liston_Bailey april 9, 2010, k http://www.madamcjwalker.com/, l Guinness Book of Records

I AM FEDEX: ON THE FRONT LINE

STEPHEN DE LEON
THE ART OF CHANGE

Womans Grave Marker (Sunduk). 19th-20th century. Bajau. Philippines, Sulu Archipelago. Wood, H: 47 1/4 x W: 19 1/2 x D: 3 1/4 m

Corporatewide Communications FedEx Services

f you call the FedEx Ofce located in Mississauga, Canadas Financial Drive, Manager Stephen De Leon may pick up the phone. How will you know its him? Listen for the smile Stephen could be smiling because his center is one of the busiest in Canada or because his 13-member team doubled the stores revenue during his rst year as center manager. More likely than not though, Stephen is smiling because your call represents a unique challenge - an opportunity to tackle a challenge and provide a solution. This curiosity and willingness to engage didnt come from a business degree or management training. It came from Stephens upbringing. Stephen was born in the Philippines and raised by his grandparents and aunts while his parents worked in the United States to provide for their family. Stephens life shifted dramatically when he was 13 years-old and his parents decided that it was time for their family to be reunited. They were living in San Jose, Calif., at the time and decided Canada would be a good place to raise their kids, Stephen recalls. His parents settled into the bustling Toronto suburb of Mississauga, home to some extended family members, and moved Stephen and his two younger sisters across the globe to join them. The culture shock was immediate, but exciting. Everything was so different, Stephen recalled. While he had a working knowledge of English, he was faced with learning the nuances of a new culture just as he was beginning to navigate the slippery terrain of young adulthood. Making friends was a survival strategy and Stephen became expert at ciphering non-verbal cues. After all, he wasnt the only one trying to learn the language Mississauga is a diverse community thats home to immigrants from Asia, India, Latin America and the Middle East, among others. When faced with such a wide cultural spectrum, Stephen resisted the typical high school tendency of sticking close to people just like him. It wasnt easy, he remembers. I was adapting to my surroundings and decided I was going
m

PH I LI P P I NE S
Area: 300,000 sq. km. Ethnic groups: Tagalog (28.1%), Cebuano (13.1%, Ilocano (9%), Bisaya/Binisaya (7.6%), Hiligaynon Ilonggo (7.5%), Bikol (6%), Waray (3.4%), other (25.3%) Exports: $37.51 B, semiconductors and electronic products, transport equipment, garments, copper products, petroleum products, coconut oil, fruits Imports: $46.39 B; electronic products, mineral fuels, machinery and transport equipment, iron and steel, textile fabrics, grains, chemicals, plastic
Source: CIA, The World Factbook, October 2010

10

The Metropolitan Museum of Art, New York, NY, USA Photo Credit: Image copyright Metropolitan Museum of Art/Art Resource, NY

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DIVERSITY LEADERSHIP
STEPHEN DE LEON (contd)

to be friends with whoever I wanted to be friends with, regardless of ethnic backgroundIf I click with you, I click with you. It was this exibility and trial-by-re immersion in a new place that served as a mini-management boot camp for Stephen. He didnt know it, but he was already picking up the skills necessary to be a responsive and effective leader. He was learning how to work with different kinds of people and, most importantly, how to connect with them. Stephens 11-year history with the Kinkos copy centers that would eventually become FedEx Ofce began in the best possible way as a customer. I was a student then. Id go there at 2 or 3 oclock in the morning to print my homework. When you have late night stuff to print, where do you go? You go to Kinkos, Stephen remembers with a laugh. He liked the atmosphere and in 1999, he took a part-time job with Kinkos while he completed his studies in computer science and advertising.
CANADA

He worked several areas - production operation, front counter, customer service, pickup and delivery, project coordination, assistant management and quickly learned each position was as much about relationships as it was about operations. Stephen reects, I think the reason Ive had success is because Ive established really good relationships with my teammates. Ive worked alongside them, sharing challenges and celebrations. In Stephens experience, team members also add value in the diversity they bring. My team is denitely diverse, with different ethnicities and cultures that I need to respect. The diversity on his team reects that of the surrounding community. Were able to succeed together because my team members can relate to customers who I may not be able to relate to, Stephen explains. In the shifting economic landscape of the past few years, center manager responsibilities have broadened to include sales as well as operations. Stephen felt awkward when he rst ventured out on sales calls, nearly ve years ago. Eager to close a deal, he dove right into a sales pitch, instead of taking time to establish rapport. In the beginning, I wasnt a small-talk kind of guy, he explains, And I dont play sports or have childrenthe two main topics people start conversations with. Instead of talking about me, I learned to ask the customer questions. Stephen found the more he encouraged people to talk about their lives, the more likely he was to nd meaningful ways to relate to them. He began to see traction and results in the form of sales and referrals. Id go out and see customers, and when I came back, wed have business. Its all about making those personal connections and doing it in a sincere and authentic way. Now, when he takes his customer support specialists or project coordinators out on sales calls, Stephen frames the interaction as a time to connect and uncover new opportunities. Once these things happen, he says, the sales part usually seems to take care of itself. Regardless of what hat Stephen is wearing at any given moment, hes always believed in change as one of lifes constants. Its an openness thats allowed him to embrace a new country, culture and career. Is it a challenge? You bet, he answers without hesitation. Is it worth it? Absolutely.

C E L E B R AT I N G I N T H E SPIRIT OF INCLUSION
A HOLIDAY PLANNING PRIMER FOR FEDEX MANAGERS
HINDU 13.6% BAHAIS 0.12% SIKHS 0.35% BUDDHIST 5.84% OTHER RELIGIONS 11.78% NON-RELIGIOUS 11.77% ATHEIST 2.32% JEWISH 1.7% MUSLIM 0.6% BUDDHIST 0.7% UNSPECIFIED 2.5% NONE 4% JEWISH 0.23% MUSLIM 21.01%

THE WORLD
CHRISTIAN 33.32% CHRISTIAN 78.5%

UNITED STATES

UNAFFILIATED 12.1%

THE RELIGIOUS BREAK DOWN OF THE WORLD COMPARED TO THE U.S.

By Ed Guiragos
Senior Communications Specialist, FedEx Services December is not just the busiest time of the year for FedEx, its also when the spirit of celebration, in all its diverse forms and customs, comes into sharp focus. According to the website of the nonprot Tanenbaum Center for InterreligiousUnderstanding in New York, December is a time when, almost inevitably, multiple joyous religious holidays collide with good intentions to create a potentially toxic mix of misunderstandings and intolerance. The center says the December Dilemma is a time when decorations in workplaces, stores, schools everywhere around us it seems often focus on just one holiday tradition, Christmas, causing those who dont celebrate the day to be overlooked. FedEx is a global corporation with global networks, customers and employees as well as global impact, says Johanna Garner, senior training specialist in Human Resources at FedEx Services, who also consults with FedEx managers and their teams on diversity- related issues. Most people working near you probably grew up not only in different neighborhoods but different states or countries. Many may celebrate the holidays differently due to different traditions or family needs. TO CELEBRATE OR NOT TO CELEBRATE Although most FedEx managers view the holidays as a time to thank employees for their efforts over the year, some might anticipate the prospect of planning events and parties with trepidation. Given the cross section of faiths, beliefs, cultures, ethnicities and lifestyles among FedEx team members, some managers might elect not to hold celebratory events rather than take a chance of offending someone. Conversely, other managers might embrace parties and events with no inhibitions at all, giving little consideration to the fact some employees may have entirely different traditions associated with the time of year. Even managers who strive to be fair and to treat everyone the same will nd that this is not necessarily a formula for success for a diverse celebration. Doing business in 2010 requires we be sensitive to the differing needs of our employees, not to try to homogenize them, Garner observed. Employees have different needs, expectations and family situations. Its part of how we show respect and how we are able to value our employees. Treating everyone the same doesnt always work. Avoiding celebrations all together isnt necessarily a safe choice for a manager either. You might be denying your staff something they were looking forward to. Or forgoing a unique opportunity to learn more about each other, which could be a valuable bonding experience. Borrowing from a famous Christmas tale, you might come off looking like a Scrooge to your team! YOUR STAFF THE BEST SOURCE FOR GUIDANCE So are there any magic bullets for all this? Not really, says Thanh Anderson, director for Human Resources at FedEx Services. No more than there any magic bullets in life. A lot of it is plain common sense and putting real thought into the planning process. Team meetings are the best place to start planning. Talk to your direct reports, ask what they think a successful holiday time looks and feels like.

CANADA

MISSISSAUGA Population: n

729,000 32,000,000 70 AIRLINES TO 180 DESITINATIONS IN 60 COUNTRIES


n

CANADAS LARGEST AIRPORT IS TORONTO PEARSON INTERNATIONAL AIRPORT LOCATED IN MISSISSAUGA, SERVING PASSENGERS ON

Italian 2.5% Arabic 2.6% Tagalog 2.7% Portuguese 2.8% Punjabi 3.6% Polish 4.4% Urdu 4.6% Chinese 5.5% Other 18.5%

Spanish 2.1%

English 49.3%

MISSISSAUGA LANGUAGES
12
n

CIA, The World Factbook, October 2010

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http://www.mississauga.ca/portal/discover/aboutmississauga

Learn more about Stephen and other team members at www.IamFedEx.com

DIVERSITY LEADERSHIP
CELEBRATING IN THE SPIRIT OF INCLUSION (contd)

SUPPLIER DIVERSITY

Holding team meetings on the issue conveys you are putting your staff at the center of the planning process, thereby giving them a sense of ownership. Managers should begin the discussions with a question about whats important to the group. Is it having holiday decorations or is it having good food and a little down time at work? Are we open to respectfully sharing and learning more about each other? Sometimes it helps to have a brief chat about how we demonstrate respect. Through it all, if anyone in the department indicates they would rather not participate, they should be reassured that there will be no penalty or consequences for not taking part. As a manager, your main role should be keeping the team focused on the end result and keeping conversations respectful. FAITH CONCERNS Some Americans do not celebrate Christmas. If youre not sure what holidays your employees value, then make that part of the discussion. Religion is often a sensitive area because our convictions are deep-seated. As Johanna Garner points out, We are not being asked to change our beliefs during this time of year. Lets keep in mind that peace, love

and fellowship are common ground for much of humankind. That common ground may allow us to begin building bridges. HOLIDAY DISPLAYS What may be appropriate to display in ones own personal workspace as opposed to what should be displayed in a public area are separate matters. An employee should be permitted to display religious or seasonal symbols in their own private cube to the same degree they would any other personal display. But if your team wants to use public areas for displays, the public area should be clearly dened. If the team thinks the display should include some kind of faithbased symbolism, make sure it is inclusive, reecting beliefs across the group. Invite everyone in the group to participate in the display if they wish. DIETARY CONCERNS If your team decides to hold a celebration involving food, unusual dishes are bound to turn up. Not everyone will be prepared to taste a new dish. In some cases it may be a matter of religious dietary rules. Raising this issue with the team up front will help avoid unintentionally excluding anyone. Most importantly, give employees the option to participate in whatever is decided with no strings attached. No one should feel pressured.

The Feelings are Mutual


FedEx & Supplier Keep Each Other Flying
Corporatewide Communications FedEx Services Ann Justiz and Rafael Fuentes are the proud owners of Safe Fuel Systems, a FedEx supplier in Dania Beach, Fla. Theyre also the proud parents of 8-year-old Sydney. FedEx was one of her rst words, Ann says, The truck would pull up and shed scream FedEx! And although Sydney probably didnt understand at the time, it made sense to get excited about the truck, because FedEx has played a central part in the growth of her parents thriving aviation support business. Ann grew up in what she calls a very traditional Hispanic family, where she learned sales techniques early on. My brothers would be outside playing, and I had to negotiate with my parents to get out of washing dishes and folding clothes, Ann says. When Ann and Rafael, an Air Force veteran and licensed aviation mechanic, bought out a barely-functioning airplane repair business in 2001, their main resources were Rafaels expertise, Anns background in sales, and their shared entrepreneurial spirit. Their company, which specializes in Federal Aviation Administration-certied repair and maintenance of airplane fuel system parts, relied on FedEx shipping services from the start. All our customers ask for FedEx, Ann says, In a business like ours, you have to be able to send parts anywhere, and with accuracy and speed. As their business grew,

= 100,000

THERE ARE 1.2 MILLION HUSBAND AND WIFE TEAMS RUNNING COMPANIES IN THE U.S.

D E C E M B E R H O L I D AY S 2 0 1 0

1
Hanukkah Jewish

in particular through a contract with Boeing International Aerospace handling parts for Air Force DC-10s, Ann explains, FedEx was really the only choice for us, because of their tracking system and their global reach. Over time, Anns instinct for sales began to kick in, and she started to think about FedEx as a potential client. It took me a while to get up the nerve, Ann says, because FedEx is so big and has so much prestige as an airline. When Ann contacted FedEx in 2005, she says, They were totally professional and polite, and they invited us to come tell them about our company. While Ann feels that being the woman co-owner of a minority-owned business was helpful at rst, thats not the reason she made the sale. We did our PowerPoint presentation, and suddenly there were 10 people in the room, Ann remembers, I was expecting maybe three! Ann and Rafael couldnt have been more pleased with their reception. The FedEx people told us we were one of the few companies ever to come in completely prepared, to take the time to show us the kind of company we were, Ann explains. They could see that we were small, but we had a great record, and they really responded to the sincerity in that, and the pride we took in our family company.

6
St. Nicholas Day International

7
Al Hijra Muslim New Year

8
Bodhi Day Buddhist

10

11

12
Virgin of Guadalupe Mexico

13
Santa Lucia Day Sweden

14

15

16
Ashura Islamic, Muslim Las Posadas Mexico

17

18

19

20

21

22

23

24

25
Christmas Christian, Roman Catholic, International

26

Kwanzaa African American Boxing Day Canada, U.K.

27

28

29

30

31

New Years Eve United States, International

14

University of Kansas Medical Center, http://www3.kumc.edu/diversity/

National Federation of Independent Business, 2003

15

THE FEELINGS ARE MUTUAL (contd)

FEDEX AND THE WORLD IN FLIGHT


CANADA 1,404 UNITED STATES 15,079 RUSSIA 1,213

Now, after ve years supplying parts and services for FedEx, Ann says Going to visit them isnt work at all. The people are great, theyre my friends. FedEx has become the single biggest account for Safe Fuel Systems and, just as important, a great asset when they look for new business. When I talk to other airlines, and anyone in the industry, and I tell them we work for FedEx, they really dont need to ask any more questions, Ann explains. People know that if youre working with FedEx, youve got to be good. Ann and Rafael now have a growing second company, Safe Accessories, for repair and maintenance of airplane hydraulic systems. Their rst employee, technician Andres Angel, is now their shop foreman, and they have 23 employees, including trained mechanics, a purchasing team, and accounting

and ofce staff. They have a global business, servicing and shipping parts throughout North and South America, Asia, Europe and Africa. Their reputation has become their chief marketing tool. Being minority-owned and woman-owned, Ann says, is now something she mentions at the end of her sales talk, instead of the beginning. Making airplanes safe, and making airlines more efcient and protable, is rewarding work. We sleep well at night, Ann says, because we know what were doing, and we do it well. And, Ann adds, everyone in their company family knows, We really couldnt have done it without FedEx.

AIRP ORTS S E RV E D BY FE DEX v

MEXICO 1,819 BRAZIL 4,072 COUNTRIE S AND TE RRITORIE S S E RV E D BY FE DEX v

TOP 5 COUNTRIES WITH THE MOST AIRPORTS

NUM BE R OF ACTIV E AIRLINE S u

1 , 733
547 Southwest Airlines

723 Delta Air Lines

708 United Air Lines


=100

684 Fedex

638 American Airlines

TOP 5 AIRLINES RANKED BY FLEET SIZE u

HISPANIC-OWNED BUSINESSES TOTAL OVER

REPAIR, MAINTENANCE, PERSONAL & LAUNDRY SERVICES

CONSTRUCTION

ALL OTHER INDUSTRIES

HISPA

NI

2,260,000 $345,000,000,000
AND GENERATE

15.
ANNUALLY
r

1%

N E D BU OW S C

FAMILY BUSINESSES ACCOUNT FOR...

14.9 %

FEDEX AVERAGE DAILY VOLUME: MORE THAN 8 MILLION SH IPMEN T S F OR EXPRESS, G ROU N D , F REIG H T AN D EXPED IT ED D EL IVERY SERVICES v

FEDEX EXPRESS 13, 756, 000

UPS AIRLINES 9 ,1 8 9 ,0 0 0

36.9 %

ES ESS IN

KOREAN AIR CARGO 8, 284, 000

60% 78% 50% 35%


16
r

CATHAY PACIFIC 7 ,7 2 2 ,0 0 0

LUFTHANSA CARGO 6 ,6 6 8 ,0 0 0

OF TOTAL U.S. EMPLOYMENT

TOP 5 AIRLINES RANKED BY NUMBER OF TONNE-KILOMETRES FLOWN u

= 1,000,000 tonne-kilometres

.9% 13

OF NEW JOBS CREATED OF THE GROSS DOMESTIC PRODUCT OF FORTUNE 500 COMPANIES
s

10.4%
ADMINISTRATIVE & SUPPORT, WASTE MGT. & REMEDIATION SERVICES

8.9

%
3,500,000 3,000,000 2,500,000 2,000,000 1,500,000 1,000,000 500,000 Memphis 3,697,054
NUMBER OF THE WORLDS AIRPORTS: 44,010 u =1,000

HEALTH CARE & SOCIAL ASSISTANCE

TRANSPORTATION AND t WAREHOUSING

Hong Kong 3,385,313

Shanghai 2,543,394

Inchon 2,313,001

Paris 2,054,515
= 250.000

TOP 5 AIRPORTS RANKED BY AMOUNT OF CARGO u

U.S. Census Bureau, 2007 Survey of Business Owners, Preliminary estimates of Business Ownership by Gender, Ethnicity, Race, and Veteran Status Released July 13, 2010 s gaebler.com Resources for Entrepreneurs, http://www.gaebler.com/GDP-Gross-Domestic-Product

U.S. Census Bureau, 2007 Survey of Business Owners, Preliminary estimates of Business Ownership by Gender, Ethnicity, Race, and Veteran Status Released July 13, 2010

CIA, The World Factbook, October 2010, v http://about.fedex.designcdt.com/our_company/company_information/fedex_corporation

GLOBAL CITIZENSHIP
the language or customs, and she longed for her beloved grandmother, sister, and homeland. My parents tried to help me adjust, but for years it was a very difcult time for me. I kept thinking about the people back home in Ghana. They didnt have much but they were happy people. In Ghana, I only got one new dress a year, and that was at Christmastime. As a young child, I remember being so happy to get that one dress. But in this unfamiliar place, my happiness was gone. She found a way to use her pain as part of her healing process. Because my twin sister had died unexpectedly at such a young age, I decided to live each day to the fullest, she recalls. I felt that if I didnt become the best Angela I could be, I would be letting my sister die twice. I couldnt let that happen.
UNITED STATES

TO AMERICA BY WAY OF GHANA AND ITALY


Magic Johnsons Vision Opens Doors for College Student Angela Donkor

to know if people in Kuwait are treated better or worse based on race, religion, gender, sexual orientation, and other factors. A strong believer in making a difference in the global community, Angela has also performed volunteer work in Uganda and Rwanda. In Uganda, I lived and worked in an orphanage where I taught children about the U.S. culture, she says. Living with these children also gave me great insight into their lives, culture and the challenges theyve faced so courageously. Reecting on her global learning experiences, Angela is grateful for the support of the Magic Johnson Foundation, Boston College, and FedEx. Its great to have a big brand like FedEx supporting the Magic Johnson Foundation, she says. During our annual leadership conference in Los Angeles, FedEx executive Bill Margaritis connected with us in a unique way. When he told us about his familys migration [to the Unites States] from Greece, I could relate to that. He also talked about the fact that even as students, we should be the CEOs of our own lives right now. I feel condent that Im moving in the right direction. For all her experience, Angela feels shes just beginning a life of service. For me, living my best life means helping people impacting lives, says Angela. My big dream is to become Secretary General of the United Nations like Ko Anan, who is also from Ghana. And somewhere along the way, I want to follow in the footsteps of Magic Johnson and start the Angela Donkor Scholarship Foundation. It would be my way of improving the world by giving others a chance to be the best they can be. (Editors note: Since 2008, FedEx has donated $300,000 to the Magic Johnson Foundation in support of the scholarship program; empowerment centers providing computer access to residents in 18 underserved U.S. communities, and a holiday toy drive for hundreds of children. The foundation is one of more than 20 diversity-related outreach programs supported annually by FedEx.)

ITALY GHANA

By Janas Jackson Program Advisor, Diversity FedEx Services As she watched televised coverage of the 2010 World Cup games, 20-year-old Angela Donkor placed her hand over her heart and sang three different national anthems. I was born in Ghana, I grew up in Italy, and I now live in the United States, she says beaming with pride. Teams from all three nations were competing in the World Cup and I felt a special connection to each of them. Those connections have become fertile ground for Angelas passionate interest in global cultures. Currently a junior at Boston College majoring in international studies and political science, she is one of 134 scholars participating in the Magic Johnson Foundations Taylor Michaels Scholarship Program. Over the past decade, Earvin Magic Johnson Basketball Hall of Fame inductee and former player for the Los Angeles Lakers has provided college scholarships to more than 300 students through his foundation, giving educational support to economically-disadvantaged, academically talented students. Since 2008, FedEx has been a major sponsor of the program which includes ve core components scholarships, leadership development, mentorship, internships, and technology support. When I travel to other countries, Im amazed at the level of respect I receive when people learn that Im a part
18

Angela began to work hard in school learning the new language and devoting several hours each day to her assignments. At age 16, Angela moved from Italy to New York City with her family and enrolled in the Bronx School for Law, Government and Justice. It was a great school with its own courtroom, she says. We were also mentored by lawyers at the Kaye Scholer Law Firm. Each day after school, I would spend time at the law rm learning about the real world of work. After only two years in the U.S., she graduated second highest in her high school class.

of Magic Johnsons program, says Angela. His inuence transcends U.S. borders. According to Kadar Lewis, manager of the scholarship program, students who are accepted must have leadership capabilities and a deep passion for community service. Angela is part of a community of scholars representing colleges across the U.S., says Kadar. Theyre all overcomers, having risen above socio-economic challenges, serious illnesses, personal tragedies and other setbacks. Angela Donkor epitomizes what we look for in our students. Angelas intelligence and maturity, wrapped in a radiant personality, symbolize a young girls triumph over a difcult past. My twin sister, Angelina, and I were born in Ghana, says Angela. While we were still infants, my parents left us and our brother with my grandmother and moved to Italy. When I was six, my grandmother and my twin sister died. At the time, I didnt understand death and dealing with it was a painful struggle for me. I was taken to Bassano del Grappa, Italy to live with my parents. For Angela, the relocation to Italy was culture shock compounded by a tangled web of emotions. She didnt know

Angelas strong work ethic and academic achievements have followed her into the halls of Boston College where professors and classmates have become her extended family. She recently returned from an assignment where she worked on a project researching the differentiated treatments of expatriates living in Kuwait. In Kuwait, the majority of the population is comprised of immigrants from all over the world, says Angela. There are Muslims, Christians, Hindus, Buddhists, Sikhs and people of other faiths and backgrounds. I wanted

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19

NETWORK UPDATES

FEDEX NETWORK GROUPS


CANCER SUPPORT NETWORK
The Cancer Support Network (CSN) at FedEx announced its forming a volunteer group named Serving Hearts to assist employees whose lives are impacted by cancer or by any debilitating illness that has affected them and their families. Employee volunteers from all FedEx OpCos in the Indianapolis area are welcome. The volunteers will help with everyday tasks affected employees are not able to do on their own, such as providing home-cooked meals; house cleaning; providing transportation to and from medical appointments or just spending time with those who are alone and need companionship. These tasks are not complex for most of us, but may be close to impossible for those impacted by serious illness. Since Serving Hearts will consist of volunteers, any time that volunteers are able to donate will be appreciated and welcomed. The program will be coordinated in Indianapolis by Ron Goldfarb from the CSN. Please contact Ron at (317) 246-3153 if you would like to participate, need the services that Serving Hearts could provide or need information on how to start a similar program in your city. The Cancer Support Network at FedEx is open to FedEx employees in all Operating Companies, no matter their location, U.S. and International. To nd out more information or to be a part of the Cancer Support Network please email cancer@fedex.com or view our webpage at keyword: cancer. The Cancer Support Network at FedEx consists of FedEx employees whose lives have been impacted by cancer as a survivor, caregiver, friend or colleague. Employees from all FedEx operating companies share a desire to provide encouragement and support to individuals in our FedEx family who have been affected by cancer.

MULTI-FAITH NETWORK
The Multi-Faith Network originated in Memphis and has members and supporters throughout the worldwide FedEx system. To join the MFN and receive emails about upcoming events, training and/or other activities, please contact one of its co-chairs: Rick Moore rick@fedex.com, Majid Ali majid.ali@fedex.com or Rachel Kesselman rachel.kesselman@fedex.com. The network recently sponsored the following employee forums:
Dialogues in Diversity: Religion and Multi-

WOMENS NETWORK
The Womens Network reports that more than 500 people turned out in Memphis for the Womens Networks recent fundraiser to support the Commission on Missing and Exploited Children (COMEC). The annual Treasure Hunt event featured performances by various local groups and entertainers. Home Depot provided a kids workshop with hands-on projects and children also had the opportunity to tour an ambulance and re truck. For more than four years the FedEx Womens Network has played a vital role in assisting COMEC. The group identies and develops programs that help children and their caretakers addressing challenging issues such as children who run away, children who are taken or simply children and parents who need assistance in facing the numerous obstacles that challenge families today. By participating in the COMEC Treasure Hunt, the Womens Network helps the organization raise funds and awareness to support COMEC programs such as the Memphis regions AMBER Alert system, searching for missing children, child identication cards, ngerprinting kits, in-home drug testing kits, counseling and Internet safety seminars. To join the Womens Network e-mail distribution list please contact Anne Waits at anne.waits@fedex.com. The mission of the FedEx Womens Network is to promote a work environment that will enable women to achieve their goals while allowing them to maintain an active, fullling life; to provide opportunities for all women to grow through education, mentoring and information sharing; and to support communities through participation in non-prot and charity organizations.

Faith session attended by approximately 150 employees from various FedEx operating companies.
Dialogues in Diversity: Religion and

Multi-Faith panel discussion attended by over 200 employees at the Express WHQ. In this panel, employees from nine faiths discussed about Faith in the Work Place. The event also featured a talk by Michael Ducker, executive vice president & chief operating ofcer, FedEx Express, about his faith and global experience. The mission of the Multi-Faith Network at FedEx is to promote inter-faith understanding among employees, increase awareness, respect and tolerance of all religions/faiths in the workplace through education, information, activities and events that foster inclusion and promote the value of all employees.

THERE ARE SEVEN DIVERSITY NETWORK GROUPS AT FEDEX


THE AFRICAN AMERICAN NETWORK THE ASIA NETWORK THE CANCER SUPPORT NETWORK THE HISPANIC NETWORK THE LESBIAN, GAY, BISEXUAL, TRANSGENDER AND FRIENDS NETWORK THE MULTI-FAITH NETWORK THE WOMENS NETWORK

The Diverse Appeal publishes quarterly updates from those network groups that have news or information to share with the larger FedEx community from time to time. For more information, go to http://hronline.corp.fedex.com/servicesdiversity/sd0505/net_grp.shtml.

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E L E C
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E T A R B
I am FedEx celebrates the rich diversity of our people. See, hear and read team members stories and share your own. Learn about the great work that happens every day around the globe at www.IamFedEx.com.

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