Performance and Service Excellence in the Service Industry Case Study - 2

Performance and return Excellence in the Service Industry - Case Study ExampleThe Overnight Service delivers all packages by 8.00 AM to nearly 5000 zip code areas. Its Priority Overnight service delivers by 10.30 AM on the next care day in most US cities and by noon in other cities and regions. The standard nightlong delivery delivers packages by 3 PM in most cities or by 4.30 PM in other areas. The air charter service accepts all commodities that will fit in an aircraft and provides the plane and the combination darn the customer chooses the time, route and terms of service (FedEx para8).FedEx maintains a profitable commitment to excellence by applying the eleven management principles underlying its success. It makes customer satisfaction the central focus of business as this is devout for business. The flat management structure minimizes a distance between leaders and front line clipers while empowering employees and expanding their responsibilities. FedEx has been very comm itted to reasonable job security by cross-training employees for more flexibility allowing for a redistribution of work during low periods and hiring of part-time workers during peak workloads, thus eliminating the need for layoffs during off-peak times (FedEx para8).The human resources department designs thoughtful and creative compensation schemes, supple duty hours and permanent part-time work. Benefits are structured to accommodate personal preferences. FedEx has a policy of promotion from within, and problem resolution is given ultimate importance with the CEO sometimes interfere to resolve grievances. Open communication is enhanced through an internal broadcasting company, FXTV that reports and discusses all company parole (Goldsack para 12).Even though everyone has their own responsibilities, the fences are low so that employees can help severally other in case somebody is stuck. This is where cross-training comes in handy. The focus is customer satisfaction.