Empowering employees to delight customers at FedEx Available to Purchase

Federal Express has been involved in the customer‐satisfaction process for some 20 years. The company believes that the key to customer satisfaction is satisfying employees. Chris Hargett, manager of marketing research at Federal Express Corporation, describes how the company involves front‐line employees in facilitating quality improvement, and therefore in effecting changes that improve both employee and customer satisfaction, and reduce costs.