FedEx Attributes Success to
People-first Philosophy
To provide the level of service and quality necessary to become, and to remain, the leader in the air express cargo transportation industry, Federal Express has developed a unique relationship with its employees, based on a people-first corporate philosophy.
Founder and CEO Frederick Smith determined to make employees an integral part of the decision-making process, due to his belief that "when people are placed first they will provide the highest possible service, and profits will follow". Resulting from this principle is the FedEx corporate philosophy: People-Service-Profit. These three corporate goals form the basis for all business decisions.
The people priority acknowledges the importance of employee satisfaction and empowerment to create an environment where employees feel secure enough to take risks and become innovative in pursuing quality, service and customer satisfaction.
Service refers to the consistent and clearly stated service quality goal of 100% customer satisfaction, 100% of the time.
A corporate profit should result, if the people and service goals have been met.
There are many processes in place at Federal Express to ensure that P-S-P becomes a way of life for all employees. The following highlight of FedEx programs indicates the strength of the company's commitment to the people-first philosophy. • An annual employee satisfaction survey, which rates management's performance and forms a basis for improvement (Survey-Feedback-Action) • A policy of promotion from within • An on-line computer job posting system for hourly employees (Job Change Applicant Tracking System) • An employee recognition and reward program • A leadership evaluation process, which must be completed in order to progress to management level (Leadership Evaluation and Awareness Process) • Regular employee