INTRODUCTION
Federal W.Smith had a vision of overnight air express venture. He and his business partners commissioned two independent market look for which suggested a market niche for a reliable, time-definite overnight auction pitch work. Then they executed the vision in 1973, establishing Federal Express.
        Today, rough 90,000 Federal Express employees, at more than 1,650 sites process 1.5 meg shipments daily, all of which must be tracked in a central information system, sorted in a lilliputian time at facilities in Memphis, Indianapolis, Newark, Oakland, Los Angeles, Anchorage, and Brussels, and delivered by a highly decentralised distribution network. The firms air cargo fleet is instanter the worlds largest. Federal Express revenues totalled $7 billion in monetary year 1990. In 1990, Federal Express became the first success of the Malcolm Baldrige National Quality Award in the table service gild category.
        Let us go behind the scene to find out more about the companys way of operations and the practicable reasons behind the success.
        The companys mission is to provide our customers with totally reliable, competitively pukka global air/ground transportation of high antecedence goods and documents that require rapid, time-certain delivery.
CEO Fred Smith believes in his heart that customer gladness is allthing.
He feels that quality means nothing if the product they make of the service they give is not exactly what the customer essentials. He makes it that the companys goal is to achieve 100 per cent completely satisfied customer, service to his standards and not the companys. This is why he comes up with the corporate philosophical system of people, service, profit which means putting people first in every actions, every planning process and every business decision. This stead applies to both internal and external customers. It is only when internal customers argon satisfied, then there is the higher possibility of satisfying the external...
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