Human Resource Management - Best Practices at the FedEx Corporation
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Case Details:
Case Code : HROB034
Case Length : 15 Pages
Period : 1998 - 2002
Pub Date : 2003
Teaching Note :Not Available
Organization : FedEx Corporation
Industry : Logistics
Countries : USA
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"Unlike a factory which churns out goods, FedEx as a
service company has only people - couriers to pick up and deliver goods and
document, customer representatives and sales executives. If we hire the right
people, train them, equip them and manage them properly, they will provide
service that will satisfy customers and in turn those customers will reward us
with business after business that generates profits."1
- Malcolm Sullivan, Managing Director, FedEx (South
Pacific).
Introduction
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In 2003, Fortune magazine featured FedEx Corporation (FedEx),2
a leading global logistics solutions provider, among the list of 100 'best
companies to work for' in the US. This was the fifth consecutive year in which
FedEx's name had figured in the list. The company had received a high rating in
areas like compensation, employee retention morale and work diversity. The
companies in the list were ranked on the basis of an employee survey that
evaluated employees' trust in management, pride in doing work at the company,
and sense of camaraderie. Apart from the survey, a general evaluation of the
company's philosophy and its HR practices was also conducted.
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FedEx was among the first few companies in the world to develop a formal HR
policy which viewed employees as a means for achieving long-term growth and
profitability. Framed and valued since FedEx's inception in 1973, the
people-service-profit (PSP) philosophy (Refer Exhibit I) viewed employees as
the key contributors to the company's profitability.
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During its three decades in the business, FedEx had
introduced several innovative HR practices. The company devised a
corporate communication program, known as the 'Survey Feedback
Action' program, to encourage employees to give feedback on
management policies.
FedEx's 'Guaranteed Fair Treatment Procedure' ensured that all types
of employee grievances were addressed. The company had also devised
employee development programs such as 'Job Change Application
Tracking System' to provide temporary employees the opportunity to
gain regular employment at FedEx. |
Human Resource Management - Best Practices at the FedEx Corporation
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