1) What is FedEx’s “Common Language” of Quality? Is it Important for a company to establish a “Common Language“ of Quality? If so, Why?
FedEx common language of quality is People –Service-Profit (PSP). It articulates that when people are placed firs, service and profit follow. Another would be its QIP program which also articulates that quality must be a part of the way that FedEx does Business, not part of the time, but all the time. Thus themes such as “Do it right the first time”, Make the first time you do it only time anyone has to”. Another theme is 1-10-100 rule which articulates that if a problem is caught and fixed as soon as it occurs; it cost a certain amount of time and money to correct. If a mistake is caught later in a different department or location, t may cost 10 times that much to repair, and if a mistake is caught by a customer it may cost 100 times as much to fix it. Yes, its important for a company to establish “Common Language” of quality. Since quality is a result of a comparison between that was required and what was provided. It is judged not by the producer but by the receiver. Awareness of new technology, legislation, problem, competitor product and services creates new wants for customer.
2) There are several different perspective of quality, including the operations perspective, the strategic perspective, the marketing perspective, the Financial Perspective, the HR perspective and the system perspective. Which of this perspective are being emphasized by FedEx? Why?
FedEx emphasized in all the aspect of quality including operations perspective, the strategic perspective, the marketing perspective, the Financial Perspective, the HR perspective and the system perspective. In case of operation: (Quality =Productivity), In case of Finance: (1-10-100 rule), In case of HR : (Profit-Service-Profit), In case of strategy: (Quality action teams ,Service quality Indicator), In case of systems perspectives : (Application of new...
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