For example, we have a disproportionate number of people involved in the accounts payable matching area. One of the initiatives we're taking with our vendors is to move toward Web-based electronic data interchange, to reengineer the way we reconcile accounts payable. As a result, some of the individuals within the organization are being disintermediated. While I work to make the transition happen quickly, I also try to find opportunities for the people who are impacted. There's a storm approaching when it comes to corporate staff functions in any kind of firm that generates profits by doing business either with consumers or other companies.
Internet technologies let customers go exactly where they want in the company.
The result is that anyone in the value chain who isn't adding value will be vaporized. You have to pull together the right pieces, manage it very carefully, know where you're going. Basically, we're blessed with a customer base that skews very much toward high-tech, which accounts for the success we've had. Our objective is to be integrated with everybody who touches FedEx in any way. Of course, we still have customers who want to use an air bill or call somebody.