Striving for 100 Percent Customer Satisfaction

Its dedication to service and quality has been the most important element in the company’s success. To further explore that philosophy, I decided that I would directly contact someone from the corporate office at FedEx rather than relying on my friends who work there. I wanted to get the corporate perspective on the pride of the service provided.

I was referred to the FedEx Manager’s Guide, which includes its corporate mission statement as well as descriptions of the corporate commitment to quality. The FedEx mission statement, as found on its website, is as follows:

FedEx will produce superior financial returns for shareowners by providing high value-added supply chain, transportation, business and related information services through focused operating companies. Customer requirements will be met in the highest quality manner appropriate to each market segment served. FedEx will strive to develop mutually rewarding relationships with its employees, partners and suppliers. Safety will be the first consideration in all operations. Corporate activities will be conducted to the highest ethical and professional standards.

The commitment to quality is not taken lightly by FedEx and it is reflected in the stories of excellent service provided by its employees.

A FedEx corporate manager explained to me the philosophy as stated in the FedEx Manager’s Guide—that FedEx instills in managers, who must then instill the same commitment in front line employees, that service is more than just talk at FedEx; it is a reason for being. It makes no difference where the service is provided around the world, FedEx’s goal is the same—100 percent customer satisfaction. It is this 100 percent commitment on the part of each employee that separates FedEx from its competition. Its employees are given opportunities every day to make differences in people’s lives. FedEx doesn’t take this lightly. These opportunities come in the form of making sure a wedding dress is delivered on time. Or perhaps a critical computer part, a life-saving machine, or even an important business document. Whatever it might be, the mission is to get it delivered . . . on time . . . every time.

FedEx invests heavily in training, communications, the quality process, and information systems to achieve this result. More vital than all of these massive investments, however, is the commitment of each individual FedEx Express employee to this 100 percent standard. Few commercial ventures demand such faultless execution and teamwork.

The Manager’s Guide states that it is vital that every FedEx manager and employee understand the importance of service—it is described as the “lifeblood” of FedEx. It is emphasized that FedEx strives for a service standard of 100 percent. Nothing less is acceptable. It may be for other companies, but not for FedEx. It is this pursuit that causes employees to give extra, knowing it is the corporate way.