Fed Ex  Delivers Mark Baun, Lauren Lipari, Jason Lewis, Alex Cohen-Smith, David Staples, Brian Maina, Alex Kaplan, Matthew...
Innovating and Outperforming the Competition <ul><li>FedEx Growth  </li></ul><ul><li>Tapping Employee Creativity and Commi...
<ul><li>The Three Step Process </li></ul><ul><li>The PSP Philosophy </li></ul><ul><li>Positive Package Tracking and On-Tim...
Innovative Journey of FedEx  <ul><li>&quot;Looking back on 25 years at the forefront of a dynamic and evolving industry, t...
Growth of FedEx During this Innovation Journey <ul><li>Revenue from $4 billion to $22 billion </li></ul><ul><li>Average da...
Notable Innovations <ul><li>The Overnight Letter </li></ul><ul><li>First to offer delivery at 10 am </li></ul><ul><li>Onli...
Needs for Creativity and Innovation Figure 3.1 Page 42 Employees’ Perspective Need An inherent need to develop and unleash...
<ul><li>Lack of… </li></ul><ul><ul><li>Supportive Leadership Practices and Organizational Processes </li></ul></ul><ul><ul...
Five Dimensions of Culture <ul><li>Engaged, Growing, Secure, Collaborative, Committed </li></ul><ul><li>Putting it all tog...
How to Engage your Employees <ul><li>Share the company's strategies and goals </li></ul><ul><li>Include employees at all l...
Sharing is Caring <ul><li>Meetings at all levels of the organization, formal and informal help to maintain dialogue about ...
Service Quality Indicator (SQI) <ul><li>12 Critical points in value chain that customers value, weighted by importance </l...
Knowledge Base <ul><li>Emphasis on customer and business environment </li></ul><ul><li>Individual responsibility </li></ul...
Creativity <ul><li>What if’s scenarios </li></ul><ul><ul><li>Fred Smith Involved </li></ul></ul><ul><li>Guest Speakers </l...
Create a Secure Environment for Expression and Acceptance of Creative Idea <ul><li>Institutionalize Effective Communicatio...
Create a Secure Environment for Expression and Acceptance of Creative Idea <ul><li>Stress Free - Family and Life 1st.  Wor...
Create a Secure Environment for Expression and Acceptance of Creative Idea <ul><li>Checks & Balances </li></ul>Career Self...
Encourage Collaborative Development of Creative Ideas <ul><li>Lead by example: Practice collaborative problem-solving </li...
Practical Ideas for Encouraging Collaboration <ul><li>Establish joint performance objectives with peers in other departmen...
Tap Employees' Commitment for Successful Implementation of the Developed Ideas <ul><li>Leadership Practices that help achi...
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FedEx Delivers

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FedEx Delivers

  1. 1. Fed Ex Delivers Mark Baun, Lauren Lipari, Jason Lewis, Alex Cohen-Smith, David Staples, Brian Maina, Alex Kaplan, Matthew Hudson, Lindsay Campbell
  2. 2. Innovating and Outperforming the Competition <ul><li>FedEx Growth </li></ul><ul><li>Tapping Employee Creativity and Commitment </li></ul><ul><li>Defining Creativity in the Business World </li></ul>
  3. 3. <ul><li>The Three Step Process </li></ul><ul><li>The PSP Philosophy </li></ul><ul><li>Positive Package Tracking and On-Time Guarantee </li></ul>Innovating and Outperforming the Competition
  4. 4. Innovative Journey of FedEx <ul><li>&quot;Looking back on 25 years at the forefront of a dynamic and evolving industry, two things have remained constant at FedEx: change, and the ability and willingness of our employees to embrace change on behalf of our customers.&quot; -Fred Smith, Founder and CEO of FedEx </li></ul><ul><li>For a competitive advantage businesses must continually innovate </li></ul><ul><li>No such thing as a sustainable competitive advantage </li></ul><ul><li>Changes took place every week, sense of urgency, accessible management </li></ul>
  5. 5. Growth of FedEx During this Innovation Journey <ul><li>Revenue from $4 billion to $22 billion </li></ul><ul><li>Average daily shipment grew from 60,000 to 4.7 million </li></ul><ul><li>Named World's Most Admired Companies from Fortune </li></ul><ul><li>Named &quot;Best/Top Places to Work” </li></ul>
  6. 6. Notable Innovations <ul><li>The Overnight Letter </li></ul><ul><li>First to offer delivery at 10 am </li></ul><ul><li>Online Tracking </li></ul><ul><li>Integrated, Seamless International and Domestic Network </li></ul>
  7. 7. Needs for Creativity and Innovation Figure 3.1 Page 42 Employees’ Perspective Need An inherent need to develop and unleash one’s natural creative potential through self- expression Results Realized When Need Fulfilled Making a difference through creative contributions A Natural, mutually supportive relationship. Businesses’ Perspective Need Creative thinking and innovation at all levels of the organization in order to stay ahead of the competition Results Realized When Need Fulfilled A thriving Innovation Culture
  8. 8. <ul><li>Lack of… </li></ul><ul><ul><li>Supportive Leadership Practices and Organizational Processes </li></ul></ul><ul><ul><li>Understanding that Innovation is Imperative </li></ul></ul><ul><ul><li>Collaborative Thinking Across Departments and Disciplines </li></ul></ul><ul><ul><li>Balance Between Innovation Expectation and Employees Ability to Deliver </li></ul></ul><ul><ul><li>An Easily Understood and Replicable Innovation Culture Model </li></ul></ul>Why Organizations Do Not Innovate
  9. 9. Five Dimensions of Culture <ul><li>Engaged, Growing, Secure, Collaborative, Committed </li></ul><ul><li>Putting it all together </li></ul><ul><li>Three Step Innovation Process </li></ul><ul><li>Right Brain Thinking </li></ul><ul><li>Imagination </li></ul>Figure 4.7 Page 79 Engaged People Growing People Secure People Collaborative People Committed People
  10. 10. How to Engage your Employees <ul><li>Share the company's strategies and goals </li></ul><ul><li>Include employees at all levels in customer service initiatives </li></ul><ul><li>Tell employees regularly how they are making a difference </li></ul><ul><li>Set measurable goals for improving customer value propositions </li></ul>
  11. 11. Sharing is Caring <ul><li>Meetings at all levels of the organization, formal and informal help to maintain dialogue about vision and goals </li></ul><ul><li>Frontline managers at all facilities hold brief meetings at beginning of each shift with all employees </li></ul><ul><li>FEDEX TV: internal global television broadcast system </li></ul><ul><li>&quot;A Satisfied Customer Made This Possible&quot; </li></ul>
  12. 12. Service Quality Indicator (SQI) <ul><li>12 Critical points in value chain that customers value, weighted by importance </li></ul><ul><li>Measured daily, disseminated daily to all employees </li></ul><ul><li>Allows employees to see how their work affects ability to deliver value to customers </li></ul><ul><li>Employees know customer expectations + how close company is to achieving expectations = Creative tension for achieving goals </li></ul>
  13. 13. Knowledge Base <ul><li>Emphasis on customer and business environment </li></ul><ul><li>Individual responsibility </li></ul><ul><ul><li>Growth plan </li></ul></ul><ul><ul><li>Accountable mechanisms </li></ul></ul><ul><li>Organization commitment </li></ul><ul><ul><li>Leadership </li></ul></ul><ul><ul><li>Job rotation </li></ul></ul>
  14. 14. Creativity <ul><li>What if’s scenarios </li></ul><ul><ul><li>Fred Smith Involved </li></ul></ul><ul><li>Guest Speakers </li></ul><ul><ul><li>Different Fields </li></ul></ul><ul><ul><li>Serve as moderators </li></ul></ul><ul><li>Selling ideas </li></ul><ul><ul><li>Identify the key decision makers </li></ul></ul><ul><ul><li>Facilitate dialogue </li></ul></ul>
  15. 15. Create a Secure Environment for Expression and Acceptance of Creative Idea <ul><li>Institutionalize Effective Communication Network </li></ul><ul><li>Solicit Ideas and Innovation – Reward, Don't Punish </li></ul><ul><li>Permission Statements </li></ul><ul><li>Talk It Out – (Away From the Desk) </li></ul>
  16. 16. Create a Secure Environment for Expression and Acceptance of Creative Idea <ul><li>Stress Free - Family and Life 1st. Work 2 nd </li></ul><ul><li>Keep Ego in Check </li></ul><ul><li>Failure is NOT Failure </li></ul><ul><li>Integration & Leadership </li></ul>
  17. 17. Create a Secure Environment for Expression and Acceptance of Creative Idea <ul><li>Checks & Balances </li></ul>Career Self People Self Actualizing (Spiritual) Self Leisure Self Figure 7.2 Page 145
  18. 18. Encourage Collaborative Development of Creative Ideas <ul><li>Lead by example: Practice collaborative problem-solving </li></ul><ul><li>Create the needed processes and infrastructure for collaboration </li></ul><ul><li>Break down hierarchical and departmental barriers through social activities </li></ul><ul><li>Recognize and celebrate teamwork </li></ul>
  19. 19. Practical Ideas for Encouraging Collaboration <ul><li>Establish joint performance objectives with peers in other departments that serve the same customer. </li></ul><ul><li>When work groups are not cooperating with one another, focus on rectifying the situation instead of casting blame. </li></ul><ul><li>Create collaboration awards and ask employees to nominate one another. </li></ul><ul><li>Encourage members of your work group to work part time in departments that are collaborating with your team. </li></ul>
  20. 20. Tap Employees' Commitment for Successful Implementation of the Developed Ideas <ul><li>Leadership Practices that help achieve this result </li></ul><ul><ul><li>Build mutually trusting relationships </li></ul></ul><ul><ul><li>Let appreciate flow from the heart </li></ul></ul><ul><ul><li>Involve employees in the development of implementation plans </li></ul></ul><ul><ul><li>Listening to understand instead of listening to respond </li></ul></ul>Implementation Step Acceptance Step People Planning Implementation People Developing The Raw, Creative Idea Figure 9.2 Page 181 More Ideas More Ideas Raw, Creative Ideas The Three Step Innovation Process

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