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.
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
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