Strategic innovations and people management in service production areas: fundamental elements in the Federal Express enterprise conception and success

Abstract

The growth in the size of the organizations and the increase in their administrative and structural complexity, coupled with the accelerated pace of the environmental changes, has forced corporations to speed up their ability to formulate and apply programs and strategies xx towards competitiveness and maximization of consumer’s satisfaction. The boost in the service sector as well as the new needs of the consumers result in the appearance, on a daily basis, of new business opportunities. A good example is the Federal Express Corp (FedEx), developed in the mid-70s with the objective of fulfilling a growing demand for fast worldwide deliveries. FedEx management and production models are based on the triad – people, services and profits. Well-defined operational strategies together with highly-qualified and motivated employees bearing decision capabilities result in highperformance services that tend to create a long-term bond with customers, which, eventually, leads to a selfsustained financial, economic and social model. Keywords: Service production; People; Quality; High performance.