FedEx's 20 tips for implementing a quality program

Federal Express Corp. (FedEx), which was granted the Malcolm Baldridge National Quality Award for 1990, has set out 20 tips to aid companies which are setting up quality programs. These tips include defining the goals of the business, and of the quality program, winning backing for the program from top management, recruiting and retaining high quality staff, putting quality, not quantity first, and empowering employees. Other tips include interweaving quality into all parts of the business, and aiming to delight customers.