FedEx Delivers: How the World's Leading Shipping Company Keeps Innovating and Outperforming the Competition

Index

Accenture, London, 8

Accountability:

employee; for updating their knowledge/skills bases, 103, 117–124

metrics and, 11–12

Accounting (monthly book closing), 183–184

Airbus A380, 197

Airplanes:

deicing contingency, 177

flight scheduling, 159–161

on-time flights, complexity of processes required for, 106–107

ownership milestone, 29

Air freight feasibility study, consultant's estimate of total market potential, 3

Airlines, passenger, 5–6, 38–39

Airway bill vendors, 163–164, 165, 182

Albee, Roger, 182–183

Ally, Carl, 121

Ally & Gargano advertising agency, 121

Amazon.com, 36

Asia, 32

Australia, FedEx, 83–84, 127, 189–190

Balance:

doing/thinking, 147

innovation expectations/employees' ability to deliver, 55–59

life (see Work/life balance)

predictability/change, 51–52

Baldrige National Quality Award (1990), 33, 187

Bar code technology, 15, 16–17, 32, 92, 140, 181–182

Barksdale, Jim, 57, 137, 187

Barnes, Thonda, 143

Bartosch, Henry, 178

BBQ picnic and contest, 166

Bell, Craig, 136

Benchmarking, FedEx used for, 43

Benefits, employee, 119–120, 142

Birkholz, Karl, 106–107, 147

Birla, Madan:

career milestones, 20–22, 57, 69, 113

FedEx assignments/responsibilities, 10–11, 105, 107, 135–136, 146, 167

RCA Records, 9, 20, 21, 112

retirement, 73

riding with couriers, 10–11

Borstein, Leon, 101

Boylan, Maureen, 189

Brain/capability, right/left/whole, 70–71, 102

Bravo Zulu, 169, 176

Briscoe, James, 67

Broder, David S., 157

Bronczek, Dave, 146

Burnout, 74

Cerf, Vinton, 71

Certification, professional, ...