1. Dedicated to employees
The flat management structure created by Fred Smith, the founder, chairman and CEO of the company, not only empowers employees, but also expands their responsibilities.
Unlike many companies, FedEx employees dare to question management. They can resort to the fair treatment procedure guaranteed by the company to deal with the unresolved disputes with the manager.
The company also spent millions of dollars to set up a FXTV (FedEx TV Network) so that managers and employees around the world can establish instant contact. It fully embodies the company's fast, frank, comprehensive and interactive communication mode.
Devote oneself wholeheartedly.
In the early 1990s, FedEx was preparing to build a super hub station serving Asia, and Joe Macatee, the vice president in charge of the Asia-Pacific region, found a good position in subic bay. However, Japan is afraid that FedEx's presence in Asia will affect its transportation industry, and it will not allow FedEx to serve the Japanese market through subic bay.
At FedEx, this is not Macatee's own problem, and it must be solved across departmental boundaries. Ken Masterson, FedEx's main legal adviser in the United States, and Doyle Cloud, vice president of government affairs, joined hands to get government support. At the same time, under the leadership of Macatee, FedEx launched a bold and extensive public relations campaign in Japan. The operation was very successful, and the Japanese accepted the plan of FedEx connecting subic bay and Japan.
3. Reward is very important.
FedEx often asks employees and customers to evaluate their work in order to properly recognize employees' outstanding performance. Among them, several major awards are: Bravo Zulu (Zulu Award): rewarding outstanding performance beyond the standard; Finder Guardian (Pioneer Award): Extra bonus for employees who contact customers every day and bring new customers to the company; Best practice payment: a cash payment for a team whose contribution to employees exceeds the company's goals; Golden Eagle Award: awarded to employees nominated and recognized by customers and company management.
Star/Superstar Award: This is the company's best performance award, which is equivalent to a check of 2% ~ 3% of the recipient's salary.
4. Integrate multiculturalism
FedEx has its own big culture and various local cultures.
In the super center station, its culture lies in its concept of time; In the software development laboratory and logistics service department, their culture lies in innovation and creation; On the first-line website, it emphasizes the corporate culture of customer satisfaction.
Mary alice Taylor, senior vice president in charge of US and Canadian business, pointed out: "Our culture is effective because it is closely linked to our purpose, which is to provide excellent and high-quality services to our customers."
5. Motivation is better than control
FedEx managers will lead their subordinates to make appropriate personal adjustments according to job requirements and create first-class performance. As Mary said in her report, "We need to strengthen ground operations. I think that if we let every employee focus on a single goal, we can reach a certain level as a whole. That's why we launched the Best Performance Award. This enables us to focus our 50,000 employees on improving productivity and serving customers. We have reached another peak that we never thought we could reach before, and our work performance is close to 100%, while the cost is minimized. "
The company has designed evaluation procedures and training plans to ensure that managers know how to set a correct example. The senior manager of the company is an example to the lower managers.
6. The first rule is to change the rules
FedEx chose the fixed price system instead of the zoning and batch pricing system inspired by postal codes, which caused a great sensation in the freight industry. This change not only simplifies the business procedures of FedEx, but also enables customers to accurately predict their own transportation costs. After Fred persuaded Congress to let the board of directors of the Civil Aviation Administration lift the restrictions on air express delivery, he opened the overnight cargo transportation business, which benefited rival companies greatly, and the profits of the whole industry increased by 10 times.
7. There is a bright side to this question.
FedEx regards customers' problems as its own challenges and potential business opportunities. FedEx has received a request from a global women's clothing retailer and home decorator. They intend to operate their own product warehousing and wholesale business, and provide them with the services of systematically tracking orders, checking inventory and arranging delivery time so that they can complete delivery within 48 hours.
FedEx's huge super center can exist on such a large scale because companies are constantly seeking their help.
8. Actively use technical software.
The experience of FedEx proves that in this information age, the value of information created and organized by a company far exceeds its internal use. The company has a POWERSHIP system, which can receive orders, track packages, collect information and bills. About 2/3 of the company's transportation is completed through this system or FedExShip (FedEx Shipping) electronic transportation system.
1994, FedEx has its own website. Customers can learn useful information through the company homepage and open the company's COSMOS database. In order to help customers put their business online, FedEx provides a special software FedEx transportation system to automate the transportation process. FedEx also created its own intranet for internal use.
9. He who hesitates will fail
Although the company consultant is worried that the delivery service that Fred intends to provide in the next afternoon may affect other services of the company, such as priority service and economic delivery, Fred believes that the new service will bring profits and eliminate the idle period between priority delivery in the morning and economic delivery in the afternoon.
His hunch paid off. The business of two-day delivery is growing, and the priority service of overnight delivery is also growing. At FedEx, managers always act on instinct.
10. Try to decide the image
An admirable image takes many years to build. It needs careful planning, using different resources and delivering wholeheartedly. Volkswagen has now equated "giving it to FedEx" with keeping its promise, which can be said to be one of FedEx's achievements.
1 1. Let go when it's time to let go.
Sometimes my intuition and the development trend I see from the reports are wrong.
FedEx's new attempt to use the latest technology, connect via satellite, process documents by fax and send them to your home is a lesson. However, this is nothing. FedEx has made adventure a company policy from the beginning. So other seemingly unreasonable measures have been successful. Such as the first radial transportation system, special transportation fleet, fedex technology TV advertisement, etc.
When you think of FedEx, you think of innovation. FedEx is always looking for a unique way to meet or predict customers' needs. FedEx encourages employees to establish a corporate image and strive to create a corporate image not only for customers, but also for employees. The company's carefully established image is conducive to maintaining and expanding market share. FedEx never makes excuses for itself. The successful advertising plan has strengthened the company's reputation, and the confidence of employees who are proud of their work has also doubled the company's reputation.