Human Resource Management - Best Practices at the FedEx Corporation


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Case Details:

Case Code : HROB034
Case Length : 15 Pages
Period : 1998 - 2002
Pub Date : 2003
Teaching Note :Not Available
Organization : FedEx Corporation
Industry : Logistics
Countries : USA

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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Excerpts Contd...

Employee Communication and Performance Appraisal

At FedEx, two-way communication between the management and the employees was encouraged. The employees were allowed to freely express their opinions about management's policies.

The company also devised mechanism to address and resolve employee grievances, apart from employing a formal communication system to inform employees about the major events taking place in the company. The employee communication programs implemented by FedEx included the SFA program, Guaranteed Fair Treatment Procedure (GFTP) and Open Door Policy (ODP).

Employee Retention

Employee retention was a significant aspect of FedEx's HR policy. Commenting on the significance of retaining the employees, McMahan said, "In our competitive marketplace, employee loyalty tends to be low. If employees don't like their jobs, they simply walk across the street and find a new one. It's important to keep your people happy and to create an environment where they want to stay."...

The Benefits Reaped

Over the years, FedEx developed several innovative HR programs that served as a benchmark for many organizations, particularly in the service industry. These programs not only yielded financial benefits for FedEx (through improved employee productivity levels), they also enhanced the reputation of the company as an employee-friendly, service-oriented organization. FedEx's employee-friendly policies resulted in very low turnover rate. In 2000, the turnover rate was estimated to be below 6%, while the industry average was 20%...

Exhibits

Exhibit I: 'People-Service-Profit' Philosophy at Fedex
Exhibit II: The Hire Orientation Kit
Exhibit III: The Leadership Evaluation and Awareness Process
Exhibit IV: Key Questions Asked in the SFA Program (Pertaining to the Employees' Boss)
Exhibit V: The Statistical Quality Indicators
Exhibit VI: Rewards and Recognitions Program at Fedex

  

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