Ask The Expert: Hamdi Osman, FedEx Middle East
Question: What are the best methods for logistics companies to improve their staff satisfaction levels?
Expert: Hamdi A. Osman, Senior Vice President FedEx Express, Middle East, Indian Subcontinent and Africa
Highlighting the importance of staff satisfaction in logistics
In addition to being second ranked in the inaugural Great Places To Work (GPTW) survey for the UAE, FedEx Express was also the only express transportation company to be featured among this year’s winners. The ranking was achieved following a detailed assessment by the GPTW Institute UAE and showcases our People-Service-Profit (P-S-P) philosophy, which is based on the belief that motivated people will provide the exceptional service necessary to delight our customers, which in turn will ensure profits and continued growth. We are dedicated to the principle that our people are our most important asset.
The fundamentals of creating a positive working environment
A great place to work is where employees are provided with a healthy ‘work – life’ balance. A company can be a great place to work if it has sound policies that guarantee fair treatment, diversity and equal opportunity. It’s also imperative for companies to have a focused programme on people development that includes customised training and rewards for their employees. At FedEx Express, our team members form the foundation of our success; therefore motivating them is critical. Profit is attainable when dedicated team members provide the highest level of professional service possible. Any business exists only so long as it makes an adequate return on its shareholders’ investment. Satisfied customers keep coming back and are more likely to try new and premium services.
Why companies should strive to offer a great place to work
Companies must always recognise the work their employees put in - encouragement and recognition given out in the workplace affects energy and productivity levels. A congenial work atmosphere and the opportunity to grow will motivate employees to do their best, which directly influences the overall business output. It is a win–win situation for the employer and employee, a great place to work helps employees put in their best efforts towards their duties.
Factors that have contributed to our success as an employer
FedEx Express has been known throughout the years for its employee strategy and motivation; this is true for our operations in the Middle East as well. Team members’ motivation is built by knowing that the company listens to them. Our people policy gives them the freedom to express their opinion through an ‘open door policy’ and regular meetings with management. There are tools in place to provide their feedback such as ‘survey feedback action’ and ‘leadership evaluation surveys’; tools like ‘guaranteed fair treatment’ help them express grievances. All these reflect our commitment and progress to become a great place to work.
Keeping employees motivated by rewarding their achievements
Team members need to know that the hard work they put in will be rewarded. FedEx recognises and rewards those team members who demonstrate exceptional performance achievements that enhance the customer’s experience with FedEx. The company has various rewards in place to ensure recognition when team members go above and beyond. FedEx also allows its team members to grow within the company. Many of our senior management consist of staff that started in junior level positions. We have programmes that support and advance our team members’ ability to contribute their skills to increase the sustainability of our business and our world.
How FedEx will maintain staff satisfaction in the Middle East
FedEx Express is looking to further invest in the skills of its team members across the region. We work hard to ensure that customers receive an outstanding service at all times. There are programmes that support and advance our team members’ ability to contribute their skills to increase the sustainability of our business.
Advice to other players in the regional logistics industry
Profit is attainable when dedicated staff provide the highest level of professional service possible. Any business exists only so long as it makes an adequate return on its shareholders’ investment. As I mentioned before, satisfied customers keep coming back and are more likely to try new and premium services. Above all, great customer experience will give a strong competitive advantage and is a source of new revenue and profit opportunities.