Learning Unit 4 : Federal Express

Eliminating the layers of bereaucracy between customers and those employees best equipped to solve their problems is the first step in the process of building cross-functional cooperatio. One if the best ways to streamline customer service is to provide cross-functional training so that employees understand the entire customer cycle. Several years ago, Federal Express integrated two groups of employees that had traditionally been located on opposite ends of the creative spectrum- information technology experts and marketing representatives – to design a new database for customer information purpose. Once intregrated, the groups were formed into teams that communicated on a regular basis and are even engaged in joint off-site training. The pairing was a huge success.