“The People First†— A Unique Leadership Style at FedEx Freight

Vandana Maini

Management and Labour Studies, 2008, vol. 33, issue 4, 574-584

Abstract: FedEx is one of the most respected and trusted brands in the world of supply chain services. The FedEx family of companies provides total shipping solutions and information services to customers worldwide. To the customer, the FedEx brand stands for a company that absolutely, positively lives up to its commitments. The basic aim of the organization is to deliver a world class customer experience to their customers so that their loyalty grows and they are far less likely to risk trying another carrier. A world class experience happens when caring, dedicated people ensure they deliver quality and create a sense of certainty in the mind of the customers. At FedEx the general belief is that engaged employees — people who believe in the organizational goals and who have a strong desire to contribute — will execute the organizational strategy and ultimately determine the success which the organization has with its customers. The basic assumptions are that the people are efficient, want to succeed and have the way to create a competitive advantage by being engaged in the business and developing emotional bonds with its customers, thereby ensuring a long term success to the families, community, and shareholders. The company will do this by taking care of its people first, believing they will then take care of its customers. For this reason the top leadership at FedEx is committed to the “People First†philosophy.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:sae:manlab:v:33:y:2008:i:4:p:574-584

DOI: 10.1177/0258042X0803300409

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