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Volume 1, Issue 2
1 February 1991
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Managing Service Quality
Managing Service Quality Cover Image for Volume 1, Issue 2
Research Article| February 01 1991

Preparing people to lead

James Barksdale
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1991
Managing Service Quality: An International Journal (1991) 1 (2): 87–90.
https://doi.org/10.1108/EUM0000000003128

Describes the ways in which Federal Express, the first US service company to win the prestigious Malcolm Baldrige Award, implements total quality management. Considers operations within the company, customer and employee satisfaction and the daily challenges. Reveals how leadership, quality and participation have made Federal Express a world‐class quality company.

Keywords: BALDRIGE AWARD, LEADERSHIP, QUALITY, USA
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© MCB UP Limited
1991
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