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Volume 27, Issue 3
1 March 1999
Strategy & Leadership Cover Image for Volume 27, Issue 3
Review Article| March 01 1999

Measurement is free

Holly Threat
Managing director of the quality and improvement process at Federal Express Corp.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-9568
Print ISSN: 1087-8572
© MCB UP Limited
1999
Strategy & Leadership (1999) 27 (3): 16–19.
https://doi.org/10.1108/eb054636

Since it began operations 25 years ago, FedEx has excelled in both strategic and operational performance. While there are measures developed and used internally for both, this discussion will focus on operational performance measures. For FedEx, those measures are free, fast, and practical. They are created by technology that is imbedded in the service‐delivery process.

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© MCB UP Limited
1999
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