Quality Driven Management
Principles
Put the unique FedEx approach to quality, QDM, to work for you
Quality Driven Management (QDM) is a FedEx approach to quality that helps us generate cost savings, grow revenue and improve customer experiences.
QDM builds on the best concepts and practices from many quality methods to create an optimal approach for a service business.
At FedEx, our strong culture of quality — realized through QDM — makes all the difference as we strive to consistently deliver outstanding customer experiences.
“QDM empowers all team members to become the architects of great change at FedEx,” FedEx Chairman and CEO Fred Smith explains. “The result is superior business performance through the elimination of waste, cost and unnecessary work, as well as better speed to market and customer satisfaction.”
How QDM can support your goals
For our business customers, QDM offers an extraordinary opportunity to go further, faster on behalf of your customers. It can help equip your employees with the mindset they need to improve processes, introduce innovations and drive better outcomes.
Get started by learning about our six QDM Principles below. With QDM, every day becomes an opportunity and no challenge is too great.
Principle #1: Customers define quality
Take an outside-in perspective. See performance and progress through the eyes of customers. Applying this principle helps keep the focus on what’s truly important.
Principle #2: Be scientific
When your business is at stake, it’s no time for guesswork. Analyze challenges and opportunities, and use root-cause analysis to solve foundational, rather than surface-level, challenges.
Principle #3: Measure, measure, measure
It’s impossible to improve or gauge success without measurement. Put a stake in the ground and then track your progress. Analyze the results and adjust the approach based on these insights.
Principle #4: Optimize business performance
Work to understand evolving customer needs and deliver the level of value and services that customers want. Streamline activities that do not add value or satisfy other critical business requirements.
Principle #5: Quality involves teamwork
Quality involves everyone — from the front line to the corner office. View work as a collaborative process: See the bigger picture, consider how people and processes interact with one another, and break down silos to accomplish breakthrough results.
Principle #6: View failures as opportunities
Help people see failure differently — through the lens of process, not blame. When people are less fearful, they take the kinds of chances that can change the game!