Team member sorting packages in Memphis Hub

QDM in action

QDM in action

Quality Driven Management in action

At FedEx, we’ve led hundreds of successful projects with QDM. It's how we give our customers great experiences, get better results and help team members worldwide feel more engaged in their jobs.

Here are just a few snapshots of success that show why we’re so passionate about QDM and the results we can deliver with it.

The launch and rapid expansion of FedEx OnSite

The opportunity:

  • Meet the needs of 30% of customers who prefer to pick up or drop off packages at a retail location, such as Walgreens or Dollar General.
  • Expand at the rate of 500 locations weekly.

The solution:

  • The successful launch of FedEx OnSite across 8,000 U.S. locations.
  • Training of 40,000 couriers at 600 stations.

Most valuable QDM Principles:

  • Quality involves teamwork.
  • Customers define quality.
  • View failure as opportunities.
  • Optimize business performance.

“I’m in awe of what this team was able to deliver. This was the most rapid retail expansion in the history of FedEx.”

— Chris Werner, Manager, Retail Marketing, FedEx Services

Shipping a package at an FASC location

A ‘Safety Above All’ solution for e-commerce

Contractor loading a FXF truck

The opportunity:

  • Optimize safety and customer satisfaction in neighborhoods receiving FedEx Freight® deliveries.
  • Incorporate delivery drivers' feedback and ideas.

The solution:

  • A redesigned delivery truck for improved access and safe navigation of residential streets.
  • New trucks boost morale, and give drivers tools to be safe and successful.
  • Zero accidents or injuries during a year of testing.
  • A success that laid the groundwork for the launch of FedEx Freight Direct. 

Most valuable QDM Principles:

  • View failures as opportunities.
  • Customers define quality.

“I am super proud of this team. They really have done a wonderful job of providing a ‘Safety Above All’ solution to a growing e-commerce market.”

— Ken Frith, Vice President, Regional Operations, FedEx Freight

Using data to increase timely delivery of international shipments

The opportunity:

  • Reduce international shipments that are held in customs, to ensure timely deliveries.

The solution:

  • A diverse team used QDM's design and innovation approach to improve the international shipping process.
  • The team harnessed data to achieve a 10% reduction in held shipments in just four months.

Most valuable QDM Principles:

  • Quality involves teamwork.
  • Customers define quality.

“We took an entrepreneurial approach. We failed fast. We listened to our customers, and we worked with them on the fly.”

— Manager, Planning and Engineering, FedEx Express

Multiple people sitting around a table looking at TV monitors