Chapter Nine: Tap Employees' Commitment
Challenge: How to tap employees’ commitment for successful implementation of creative ideas?
Solution: This chapter presents proven leadership practices for tapping employees’ commitment, a must for successful implementation of developed ideas. Since anything truly creative results in change, this personal commitment is very helpful in overcoming employees’ natural reluctance to embrace new ideas. And, it the employees’ commitment at all levels of the organization that has made it possible for FedEx to deliver day-in and day-out on its promise to customers around the world.
A story related to me by Gloria Sangster-Fort from her experience in the FedEx's Sales department is a good example of commitment in action. FedEx was just starting to offer international express service. She approached a fortune 100 company that was international in scope, for handling their international shipments. They asked for reference. At that time FedEx did not really have any big clients who were shipping international with other functions added that are generally handled by a freight forwarder.
Gloria was talking to Frank Newman, a colleague at FedEx, about her dilemma in trying to sign up this rather large account for FedEx's international service. Frank was not part of the Sales organization but was familiar with writing operational plans and working internationally, from previous experience. He volunteered to help her develop a proposal. He mapped the process and developed a detailed plan, a FedEx solution to handle the business in the three targeted European countries. This plan showed how FedEx would streamline the shipping process and would substantially improve the service.
It took two weeks of dedicated effort on Frank's part for developing this comprehensive proposal. Frank had no stake or direct responsibility for or personal gain in getting this customer's international business. But, he was totally committed to FedEx and was willing to do whatever it took to help FedEx grow. Based on this proposal Gloria was able to secure the account and the first ever $10M contract.
FedEx Delivers tells a clear, compelling story about the leadership practices that contributed so mightily to the company’s phenomenal success. Founder and CEO Fred Smith, a visionary and inspiring leader, comes across as a self effacing business hero, a rarity in today's celebrity saturated culture.
John O’Neil
President, The Center for Leadership Renewal
Author, “Paradox of Success"
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Chapter One: Innovating and Outperforming the Competition
Chapter Two: Overview of FedEx's Innovation Journey
Chapter Three: Why Organizations Don’t Innovate
Chapter Four: The Five Dimensions of an Innovation and Performance Culture
Chapter Five: Engage Employees in the Enterprise
Chapter Six: Expect and Help Employees to Continually Grow
Chapter Seven: Create a Secure Environment
Chapter Eight: Encourage Collaborative Development
Chapter Nine: Tap Employees' Commitment
Conclusion: Continuing to Lead the Way
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