![]() SFA has become a problem-solving tool that operates both horizontally and vertically throughout the organization. Groups usually review plans throughout the year to determine whether problems were solved satisfactorily. As a group, they develop formal, written action plans for solving these problems. Results are tabulated, and managers then hold feedback sessions with their employees to discuss the survey findings and identify problems within and outside of their department. There are 32 questions relating to the company in general and the employee's superiors. ![]() Each April, every employee is asked to participate in the on-line survey. An employee appeal process for having an issue or complaint heard (Guaranteed Fair Treatment Procedure)Īn annual employee survey that provides a statistical measurement of employee satisfaction, as well as subordinates' opinions of management's leadership performance.A process for dealing with employee questions or complaints regarding corporate policy (Open Door program).Pay for performance based on management-by-objective and project-by-objective goal-setting processes.Regular employee communication through both print and broadcast programming.A leadership evaluation process, which must be completed in order to progress to management level (Leadership Evaluation and Awareness Process).An employee recognition and reward program.An on-line computer job posting system for hourly employees (Job Change Applicant Tracking System).An annual employee satisfaction survey, which rates management's performance and forms a basis for improvement (Survey-Feedback-Action).The following highlight of FedEx programs indicates the strength of the company's commitment to the people-first philosophy. There are many processes in place at Federal Express to ensure that P-S-P becomes a way of life for all employees. Service refers to the consistent and clearly stated service quality goal of 100% customer satisfaction, 100% of the time.Ī corporate profit should result, if the people and service goals have been met. ![]() The people priority acknowledges the importance of employee satisfaction and empowerment to create an environment where employees feel secure enough to take risks and become innovative in pursuing quality, service and customer satisfaction. These three corporate goals form the basis for all business decisions. Resulting from this principle is the FedEx corporate philosophy: People-Service-Profit. To provide the level of service and quality necessary to become, and to remain, the leader in the air express cargo transportation industry, Federal Express has developed a unique relationship with its employees, based on a people-first corporate philosophy.įounder and CEO Frederick Smith determined to make employees an integral part of the decision-making process, due to his belief that "when people are placed first they will provide the highest possible service, and profits will follow". ![]()
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