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Question :
1. What is FedExs common language of quality? Is it im o!tant
fo! a com any to
esta"lish a common language of quality? If so# $hy?%. &he!e
a!e se'e!al diffe!ent e!s ecti'es of quality# including the o
e!ations e!s ecti'e#
the st!ategic e!s ecti'e# the ma!(eting e!s ecti'e# the
financial e!s ecti'e# the )*
e!s ecti'e and the system e!s ecti'e. Which of these e!s ecti'es
a!e "eing
em hasi+ed "y FedEx? Why?,. Is FedExs le'el of em hasis on
quality a !o !iate? Why o! $hy not?
-ns$e! :
1. FedEx common language of quality is eo le /0e!'ice !ofit 2 0
3. It a!ticulates that
$hen eo le a!e laced fi!s# se!'ice and !ofit follo$. -nothe!
$ould "e its QI !og!am#
$hich also a!ticulates that quality must "e a a!t of the $ay
that FedEx does 4usiness#
not a!t of the time# "ut all the time. &hus themes such as
5o it !ight the fi!st time#
6a(e the fi!st time you do it only time anyone has to. -nothe!
theme is 1 17 177 !ule
$hich a!ticulates that if a !o"lem is caught and fixed as soon
as it occu!s8 it cost a
ce!tain amount of time and money to co!!ect. If a mista(e is
caught late! in a diffe!ent
de a!tment o! location# t may cost 17 times that much to !e ai!#
and if a mista(e is caught
"y a custome! it may cost 177 times as much to fix it. 9es# its
im o!tant fo! a com any to
esta"lish ommon ;anguage of quality. 0ince quality is a !esult
of a com a!ison
"et$een that $as !equi!ed and $hat $as !o'ided. It is
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,. 9es# Fedex ;e'el of em hasis on quality is a !o !iate since
its only th!ough
high Quality that Fedex has "een a"le to o'e! o$e! 'a!ious othe!
ca!!ie!s li(e
5);# > 0 etc. &he FedEx "!and name is synonymous $ith ex
!ess ac(age
deli 'e!y. When a com any o! indi'idual needs to send a ac(age
in a quic(
and t imely manne!# they say FedEx i t . FedEx has osit ioned i
tself in the
minds of its custome!s that they 2FedEx3 a!e the com any you
tu!n too $hen
you need it the!e fast. FedEx is a g!eat "!and. !eat "!ands
!o'ide a sou!ce
of identification. &hese "!ands diffe!entiate g!eat "!ands
and cement thei!
leade!shi c!edentials1 assu!ance of quali ty. FedEx o$ns a la!ge
fleet of
ai!c!aft and has an eno!mous inf!ast!uctu!e to "ac( it u # fo!
anyone to 'ia"ly
com ete $ith them $ould ta(e lots of ca ital and a $hole lot of
ad'e!tising.
FedEx does not so much ossess dist incti 'e com etencies# as i t
has st!ongexisting com etencies. FedExs existing com etencies
include "!and equity#
st!ong inf!ast!uctu!e and a fie!ce commitment to inno'ation and
technology.
&hese com etencies ena"led FedEx to "ecome the !emie! ex
!ess deli 'e!y
com any in the $o!ld.
