Performance and Service Excellence in the Service Industry Case Study - 2

Performance and Service Excellence in the Service Industry - Case Study Example The Overnight Service delivers all packages by 8.00 AM to about 5000 zip code areas. Its Priority Overnight service delivers by 10.30 AM on the next business day in most US cities and by noon in other cities and regions. The standard overnight delivery delivers packages by 3 PM in most cities or by 4.30 PM in other areas. The air charter service accepts all commodities that will fit in an aircraft and provides the plane and the crew while the customer chooses the time, route and terms of service (FedEx para8). FedEx maintains a profitable commitment to excellence by applying the eleven management principles underlying its success. It makes customer satisfaction the central focus of business as this is good for business. The flat management structure minimizes a distance between leaders and front line workers while empowering employees and expanding their responsibilities. FedEx has been very committed to reasonable job security by cross-training employees for more flexibility allowing for a redistribution of work during low periods and hiring of part-time workers during peak workloads, thus eliminating the need for layoffs during off-peak times (FedEx para8). The human resources department designs thoughtful and creative compensation schemes, supple duty hours and permanent part-time work. Benefits are structured to accommodate personal preferences. FedEx has a policy of promotion from within, and problem resolution is given ultimate importance with the CEO sometimes intervening to resolve grievances. Open communication is enhanced through an internal broadcasting company, FXTV that reports and discusses all company news (Goldsack para 12). Even though everyone has their own responsibilities, the fences are low so that employees can help each other in case somebody is stuck. This is where cross-training comes in handy. The focus is customer satisfaction.