The company's share of the domestic market in 1989 was 43 percent, compared with 26 percent for its nearest competitor. Data from the SFA process are aggregated at all levels of the organization for use in policymaking. Teams regularly assess training needs and a worldwide staff of training professionals devise programs to address those needs. To aid these efforts, Federal Express has developed an interactive video system for employee instruction. An internal television network, accessible throughout the company, also serves as an important avenue for employee education.
Employees can participate in a program to qualify front-line workers for management positions.
In addition, Federal Express has a well-developed recognition program for team and individual contributions to company performance. Rapid analysis of data from the firm's far-flung operations yields daily SQI reports transmitted to workers at all Federal Express sites. Management meets daily to discuss the previous day's performance and tracks weekly, monthly, and annual trends. Extensive customer and internal data are used by cross-functional teams involved in the company's new product introduction process. A senior executive heads each team and assures the involvement of front-line employees, support personnel, and managers from all parts of the corporation when needed.