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Total quality management - Federal express case study.

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  • Essay length: 3505 words
  • Submitted: 19/06/2006
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University Degree Management Studies

The first 200 words of this essay...

TOTAL QUALITY MANAGEMENT

FEDERAL EXPRESS

CASE STUDY

FEDEX (FEDERAL EXPRESS) CORPORATION

1. FedEx's business and quality management culture

FedEx's vision and goal is "satisfying worldwide demand for fast, time-definite, reliable distribution" (Cisco Systems, 1999). This vision inherently requires that the company operate under a customer-focused approach. This is what FedEx has been doing since its founding - the company has emphasized putting customers first and has continuously updated and upgraded to meet this goal and fulfill its vision. FedEx has strong relationships with customers, suppliers and vendors and it has consistently been innovative in developing technology solutions to improve these relationships and services (Cisco Systems, 1999).

Over the years, FedEx has designed and implemented numerous systems to meet its goals of customer satisfaction. Examples include the following:

* In 1979, the COSMOS system was introduced, which is a centralized computer system designed to manage vehicles, people, packages, and route and weather scenarios on a real-time basis (FedEx, 2002).

* In 1980, DADS (Digitally Assisted Dispatch System) was introduced to coordinate on-call pickups for customers (FedEx, 2002).

* In 1984, the first PC-based automated shipping system, later

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