Federal Express
... Smith, the founder of Federal Express and CEO. ... The Federal Express Corporation’s goal is to have 100% customer satisfaction. ... When: Federal Express has really no time table set for reaching 100% satisfaction other than reaching this goal as soon as possible. ... A senior specialist in procurement at FedEx said, “FEC doesn’t just stand for Federal Express Corporation; it also stands for For Ever Changing.” According to this senior specialist, change is a matter of survival at Federal Express, because the business is changing so quickly. ... Missing Information: There are not any numbers or figures that compare Federal Express Corporation’s quality intangibles to other corporation’s or company’s quality intangibles. Also, this case does not give enough specific direction on whether Federal Express is pleased with their current level of quality. Assumptions: One assumption to make is that Federal Express is not unhappy with is current level of quality, but it always-seeking continuous improvement. Another assumption that can be made is that Federal Express is leading the industry in quality efficiency and is trying to make little changes to remain the industry leader.