FEDEX
FedEx found that some shipping stations were more effective than others. We conducted customer psychological research to help identify weak stations, which lead to bringing up most stations up to minimal effectiveness. This brought an efficiency gain worth over $200,000,000 per year. Our contribution included understanding the type of information available to employees at the best performing stations and the type of management interaction at these stations. Critical to our contribution was simplifying the multiple online reports managers and supervisors completed each day. By simplifying reports, managers had more time to interact with employees at critical times of the day and to share more information with them. Our research also identified a "personal value culture" revealing high levels of employee pride that resulted in redesigned uniforms, significantly minimized compensation increase initially requested in a labor negations session.