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FedEx’s “common language” of quality
FedEx’s “common language” of quality concentrates on the customers’ satisfaction. 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.
“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.
The perspectives of quality emphasized by FedEx
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.
The adaptation of new systems is made in the systems perspective. These are new instructions for labeling and extra jet that is flying empty every night to get sure every package was picked up.
FedEx’s level of emphasis on quality
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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