CASE STUDY FEDERAL EXPRESS
The first time you tolerate anything other than a movement toward 100 percent customer
satisfaction, you're on the road to mediocrity.
Frederick W. Smith,
Federal Express chairman and chief executive officer
Federal Express Corp
TY - JOUR
T1 - A federal expression of success
AU - I. Gordon
Y1 - 1993/01/01
PY - 1993
DA - 1993/01/01
N1 - doi: 10.1108/EUM0000000003152
DO - 10.1108/EUM0000000003152
T2 - Managing Service Quality: An International Journal
JF - Managing Service Quality:
Reference Federal Express case. Enumerate applications of Edward Demings, Phil
Crocsbys and Joseph Juran principles of TQM.
Enumerate your learnings?
What would you recommend FedEx as the next phase initiative?
Total Quality Management (TQM)