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FIRST PRINCIPLE
What Matters More Than Anything You Do Is Everything You Do
It’s the little details that are vital. Little things make big things happen.
—John Wooden
“CREATE A CULTURE of continuous quality improvement.”
That was the mandate that came down from corporate. It was early in my career with FedEx where I had taken on a role with responsibility for district-level service quality. I was just one of many young professionals at the company who wanted to make their mark in this newly created position.
FedEx already had a strong reputation for service quality. It had set the industry standard for reliability—delivering overnight packages “absolutely, positively” on-time—but the competition was closing the gap. Driven to stay ...
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