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Preparing people to lead

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1991

Abstract

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

Citation

Barksdale, J. (1991), "Preparing people to lead", Managing Service Quality: An International Journal, Vol. 1 No. 2, pp. 87-90. https://doi.org/10.1108/EUM0000000003128

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited