Case Study: Quality Driven Management

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FedEx is constantly on the move, no matter how good their quality may be, they continue to look for ways to improve their customer service. Quality Driven Management (QDM), is an approach built on decades of experience, which FedEx has developed the highest levels of quality and leadership (n.d., Quality driven management to meet your needs, 2016). QDM pulls the best ideas and practices from many quality philosophies including Six Sigma, Lean and Total Quality Management to generate an approach to quality that is as unique as FedEx. Contrasting to most other approaches, QDM is best suited for a service business rather than manufacturing. Equating to QDM’s focus is always on the customer. FedEx aims to make every customers experience outstanding. …show more content…

The key aspects include regular training and skills reinforcement programs, this ensures the effective use of quality tools at all levels of their company. In addition, there is the use of statistical software tools, which allows the accurate analysis and use of data relating to quality issues. Their managers receive a weekly provision of resources to assist them and their teams towards the effective use of QDM to improve quality and the active pursuit of systems and practices facilitating team members to understand the customer has needs and enable them to develop effective quality solutions. QDM is a unique quality philosophy and methodology, built by FedEx for FedEx, based on a belief entirely embedded in their culture that customers define quality (n.d., Quality driven management to meet your needs, …show more content…

Actually, FedEx sends their managers to Lean Six Sigma courses and there are some black and yellow belts within FedEx’s ranks. Six Sigma programs have had success where others have failed because Six Sigma provides a structured, logical, and disciplined approach to problem solving. Six Sigma projects usually follow a defined process that consist of five phases. These phases are define, measure, analyze, improve, and control that is referred to as (DMAIC). The name of the phases mean, the DMAIC improvement process is an adaptation of the scientific method to process improvement (Meredith & Shafer, 2013). Frequently a DMAIC project serves as plan milestones and are entrances to the next phase in the plan. Specifically, the progress and outcomes associated with the plan is constantly valued at the end of each phase to assess its merits towards permitting the plan to move to the next phase. Organizational resources are allocated to the plan is assessed at each milestone. In addition, there are standard Six Sigma tools and methodologies used at various phases (Meredith & Shafer,

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