When team members feel good about their hours, pay, and benefits, they have a positive impact on the company's bottom line. That's why it's so important to periodically assess staffing levels and total compensation to ensure that high-performing team members aren't tempted away by a competing offer.
In 2016, FedEx Office experienced unusually high turnover rates among part-time team members, as well as an increase in customer service issues. To identify the root cause, the Service Excellence Through Strategic Staffing Quality Action Team (QAT) was formed. The project was massive, requiring two cross-functional managing directors as leads, Jamie Hayden and Steve Dillingham, and several sub-teams to address four areas of concern:
Metrics, reporting, and tools
Better Benefits Build Better Team Members
Each of the sub-teams had 5 to 10 team members reviewing the data they were collecting from other team members and from benchmarking against other similar-size companies. Based on their findings, the team suggested the following changes.
QAT Member Inspired by Quality Driven Management
Georgette Driscoll, who works in Human Resources for FedEx Office, lives and breathes QDM. Not only is she a QDM expert, but also she currently holds the most QDM awards within FedEx Office.
When you ask her why we need QDM, Georgette is quick to tell you, "It can be tempting to jump to proposing solutions. The ABLE process helps you stop and think about what the problem is."