Measurement is free
Holly Threat
(Managing director of the quality and improvement process at Federal Express Corp.)
326
Abstract
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.
Citation
Threat, H. (1999), "Measurement is free", Strategy & Leadership, Vol. 27 No. 3, pp. 16-19. https://doi.org/10.1108/eb054636
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited