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FedEx Quality Management Overview

FedEx emphasizes the HR perspective of quality the most as they focus on empowering employees through programs like PSP that prioritize customer satisfaction. Their "common language" of quality focuses on people and helps integrate their supply chain and deliver on their values. FedEx emphasizes multiple quality perspectives including operations, finance, and strategy. Their strong emphasis on quality through training employees and continuously improving processes is appropriate and has helped FedEx become known for high quality express delivery services.

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Heba Berro
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811 views2 pages

FedEx Quality Management Overview

FedEx emphasizes the HR perspective of quality the most as they focus on empowering employees through programs like PSP that prioritize customer satisfaction. Their "common language" of quality focuses on people and helps integrate their supply chain and deliver on their values. FedEx emphasizes multiple quality perspectives including operations, finance, and strategy. Their strong emphasis on quality through training employees and continuously improving processes is appropriate and has helped FedEx become known for high quality express delivery services.

Uploaded by

Heba Berro
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
  • Different Perspectives on Quality Indicators: Examines different perspectives on quality, including operations and financial views, and emphasizes the importance of these perspectives at FedEx.
  • FedEx’s Common Language of Quality: Discusses the significance of FedEx's approach to creating a unified language of quality across the company and its importance.
  • FedEx’s Emphasis on Quality: Analyzes whether FedEx's emphasis on quality is appropriate and why, highlighting the company's unwavering focus and the role of mistakes found by the staff.

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?

1-A) FedEx’s “common language” of quality concentrates on the People. They call it PSP

philosophy that shows the way everything works – People-Service-Profit. It means that the

company focuses on its clients and their demands. Evaluating them it provides decent services

and then gains profit. One more thing is the QIP program; it underlines that the Quality

Improvement Process is of high importance for FedEx. They manage it all the time by working

day and night. The firm insists that the staff should do everything from the first attempt, as

revisions are the things one should avoid. They teach the employees the 1-10-100 rule that shows

how the costs increase if the mistake was not corrected from the very beginning and occurred to

be found at the last stage.

1-B) “Common language” is very important for the company, as with its help, the firm

can integrate the supply chain. With its help, they can deliver the values they consider to be the

most significant and their understanding of the high quality. Thus, the “common language”

improves the working process and increases income.

2) There are several different perspectives of quality, including the operations perspective,

the strategic perspective, the marketing perspective, the financial perspective, the HR

perspective, and the systems perspective. Which of these perspectives are being emphasized

by FedEx? Why?

The company does not choose only one perspective; they all can be seen within its
framework. In the operations perspective, FedEx maintains the rule that claims the quality to be
equal to productivity. If the work is done from the first attempt without any mistakes, they will
not spend time on revisions and will increase productivity. In the financial perspective, FedEx
looks at errors made by the staff. The 1-10-100 rule emphasizes that the costs spend on
corrections increase if they are not found immediately. They claim that it is better to remake
what was done inappropriately as soon as the mistake was mentioned. If the problem is found in
a different location already, it will cost more to fix it. If the consumer finds this mistake, the
price will be even higher. PSP philosophy is an example of the work from the HR perspective. I
believe it to be the main one, as the company bases all ideas on it. Customer satisfaction is the
main point here. The firm manages all actions to provide the clients with the services of high
quality. They work 24 hours per day for them, implement various programs and rules, and
provide training. Each customer is important, as they even take an additional jet to be sure that
all packages are delivered. The strategy perspective is connected with the implementation of
quality action teams that work to enhance the quality of services and support goods. Here we can
also mention the service quality indicators that are meant to define what are the things the
customers want to get and what appeals to them.

Though FedEx utilizes a mix of quality perspectives, HR perspective is loud. This is


because the employees are empowered with the tools required to obtain the company's primary
goals. Many programs have been set to build the workforce to a level where quality is important
to everyone.

3) Is FedEx’s level of emphasis on quality appropriate? Why or why not?

It is clearly seen that the firm underlines the quality of the services. I think that their

emphasis is appropriate as with the help of it, FedEx became appreciated and started to be so

popular. Now this company associates with the express delivery of high quality. Everyone can

see that they do their best to satisfy all clients. The staff is continually improving the skills and

knowledge to enhance the services.

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