Federal Express, Memphis, Tennessee won the Malcolm Baldrige Quality Award in 1990: Through a quality improvement process focusing on 12 Service Quality Indicators (SQIs), all tied to customer expectations and articulated at all levels of its international business, FedEx continues to set higher performance standards for service and customer satisfaction....

BPIR Categories

14.1.1 Design & deploy performance measurement system
6.1.1 Plan key production & delivery processes

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