FY14 Q3-

Issue Winter 2013 • For all employees in Europe, Middle East, Indian Subcontinent and Africa 3Meet 4Residential 5Courier of 6FedEx 7i-LEAD 8Purple the yearDavid Binks Deliveries Cares Promise Your parcel was picked up ii ii by FedEx and is planned L E AD for delivery on 17/10. OV S E To reschedule, go to OA S V www.fedex.com/be/delivery KL EE Code: A55f46fA US L ASO No more SMS? TP Reply STOP E

Editorial Growth The beginning of this calendar year marks a new cycle In FY14 we continue the momentum of and brings new changes and resolutions for all of us our Growth Strategy with new stations in EMEA. and service expansions in the pipeline. We obviously start this new year with changes in FY14 Q2 leadership; for me personally, it means a new role and one I am delighted to take on. I have plans to visit as EUROPE many locations as possible in our region and I hope to meet many more of you in person in the near future. I New stations will be relying on your local expertise out in the field to help us achieve our goals. 5 new stations: Germany (4), Spain (1) We also start the year with renewed optimism to con- In the last fiscal year alone, we have tinue the phenomenal trajectory we have been on for increased our direct serve the past two years, since the launch of our Growth coverage by almost 10%. Strategy. We have a lot to be proud of and we have plenty of opportunities to keep up the good work. But 2 new stations planned for we need to continue our hard work to stand us apart January 2014: from the competition and remain competitive in the 1 in Spain and 1 in Italy marketplace. EMEA 93 11 TToo ddaateteFeFdEexdoEpexnoedpened This new year also brings changes in your FOCUS Awards 9933 ssttaatitoinosnins1i1nc1ou1ntcrioesuntries magazine. You will have no doubt noticed the tthhrroouughgJhanJuaanryu3a1srtysi3n1cestFYs1i2nce FY12 change in format, new local versions and translations into more languages. As we get closer to our custom- 2013 World’s Best FedEx Express Spain ers, we also want to be closer to your daily news and Multinational Workplaces Two awards for FedEx Express in Spain for the challenges. Moving forward, we have plans to expand FedEx Express has placed 20th on this year’s Top third consecutive year: the CRC Oro award for FOCUS into more local versions, so look out for them 25 World’s Best Multinational Workplaces list. ‘Best Customer Service of the Year 2013’ in the in the spring. As the only transportation company on the list, logistics category, and the ‘Customer Service of it is always an honor to be recognized among Year 2014’ award in the international transport In this edition you will see many examples of great such a respected lineup of global companies for category. achievements from our team members and great team the third year in a row. spirit. This is who we are. I am very positive about what the future has in store for us in EMEA and I be- lieve we all have a role to play to continue to make FedEx successful and a great place to work. David Binks President Europe, Middle East, Indian Subcontinent and Africa2 Do you have a story to share? Email us on: [email protected] FEDEX FOCUS WINTER 2013

Meet David BinksOur new President for FedEx Express in Europe,Middle East, Subcontinent India and Africa.Originally from Sheffield, England, David (age 51) studied Economics inCoventry and celebrated his 30th anniversary with FedEx last November.Our new President tells us about his time at FedEx, his vision for thecompany and his hopes for our region.What has been your career path joined FedEx through ANC, leading business and we are well positioned from delivering excellent quality; doing What is your vision for EMEA?with FedEx? the growth and integration of our UK to continue our growth into the future. the right things the right way the first I’d like for our stakeholders, suchI started working in the UK back in businesses. He has experience in the time. as our customers, the media in thethe 80s as a Marketing Analyst for Benelux and the Nordics, and more What do you think makes FedEx Of course, looking after people, communities where we operate asa company that would then become recently his business leadership has different? service and profit, and balancing all well as the other regions withinFedEx. I moved to Brussels in 1992 been key to the success we have had For the 30 years that I have been with three things, is very important. I’m FedEx, to see EMEA as a region that isand held a variety of roles until 2000, in our Polish and French acquisitions. FedEx, it’s been a truly great place to a firm believer in PSP and we will always on the leading edge; where wewhen I moved to Canada as VP Sales Trevor Hoyle moves into the role work. I really believe that when we are never depart from that principle. are finding new, innovative solutions,& Marketing. In 2003, I moved back of VP Operations UK & Ireland and true to the FedEx philosophy, nobody These fundamentals will run all the where people recognize that passionto EMEA for three years as VP Sales becomes the first Vice President can touch us. During my time in the sales way through our business and we will that FedEx EMEA brings and whereEMEA and then returned to Canada as whose responsibilities will be entirely department, I met many customers always keep them in mind with every people are excited to sell or ship to andPresident. In 2010, Jerry Leary asked focused on our operations in the UK & who were almost as proud to say business decision that we make. from. I’d like for EMEA to be known asme to come back to Brussels as Sr. VP Ireland, a demonstration of how these they used FedEx as we are of saying At the same time achieving our a region full of growth opportunities. IOperations for Europe and it has been markets have grown in importance for that we work for FedEx, and that is financial targets is key to ensuring have no doubt we will continue to movean honor to work with him for 3 years. FedEx. really special. we can continue to invest and grow forward. I am very positive about theAnd so here I am today. We also have Ingmar Bergman stepping This really is the Purple Promise in in the region, giving our teams the future. into the role Vice President Europe action, making every experience opportunities they are looking for.What has made you stay with Sales. He has been deeply involved outstanding for our customers. SoFedEx for 30 years? in the European Growth program when companies that we work with DID YOU KNOW?I’ve held so many different jobs in with focus on doubling the Central tell you about their story, how they’vedifferent places, that there has always European sales force and providing grown with FedEx and how we’ve 1. David is a sports fanatic. He is a cricket fan, a rugby fan, a hockeybeen a new challenge or something dedicated sales support to our organic helped them overcome challenges, and fan, a football fan, a baseball fan, you name it! Even though everynew to learn. For example, initially I expansion. open up new markets or new business team he supports is on a long losing streak.worked for a UK domestic business, The Company, our customers, our streams, it is extremely rewarding. Youand then all of the sudden I was part shareholders and I, all have high not only feel good about their success 2. David loves live music. He will stop to watch a busker in the streetof a US multi-national and working in expectations for FedEx in EMEA when but you also feel proud to be part of and will stay for the whole set. He has seen Bruce Springsteen inthe European marketing department. it comes to our people, our services, that success. And behind all of that concert more times than he can remember;Later, I moved to Brussels and then and our profit. We will continue to are our people. That’s what cannot his best guess is over 30.to Canada. I got involved in sales and work on redefining our processes be replicated, that’s what makes uscustomer service and then general to achieve profit growth, deliver a different. 3. David claims to cook the finest chili ever tasted and he is on amanagement and operations. So I’ve differentiated portfolio of services and never ending search for the best nachos in the world.worked for one company but in many best in class customer experience, and What challenges are we facing?different positions and locations. The empower our people to operate and We are part of a very competitiveone thing that has remained consistent lead the business to new highs. industry in challenging economicis that FedEx has always been a special times. So we cannot rest on ourplace to work - the culture is great and Will we continue our laurels, particularly in terms ofwe have so many talented people in growth plans? customer experience and qualitythe company. The Purple Promise and Absolutely. We have had great of service. We have raised the barPSP philosophy are not just talk – they success with our Growth Strategy to to new heights on many occasions,are genuinely how we go about our date, but we are not done yet and this but we cannot afford to sit backbusiness day in and day out. No matter year we will expand even further. We and pat ourselves on the back, be-where you are in the world, at FedEx have a plan that is working effectively cause the competition are continuallyyou actually live it and I guess it gets and that is helping us see real package trying to catch up and our customersunder your skin. growth despite the difficult economic expect that we will remain ahead of conditions. We have also increased the field. We have to set ourselves newWith these changes in leadership, our brand exposure in the region, goals and continually achieve higherwhat else is changing? enhanced our services in multiple standards. What makes that evenWe obviously have some organizatio­ areas and brought more customers more challenging is that customersnal changes going on. I am delighted into the business. The teams around expect us to do so very efficiently, soto have Michael Holt stepping in as the region have done a tremendous job that they, in turn, can control theirSeni­or VP Operations Europe. He’s in executing the plans. There is real own costs. That efficiency comes fromdone a fantastic job ever since he momentum in almost every part of our innovation, re-invention and of courseFEDEX FOCUS WINTER 2013 3

FedEx® Flexible residentialElectronic delivery options forTrade online shoppersDocuments FedEx Express has introduced in some countries* a new flexible and free-of-Goodbye to the customs charge solution for the Business-to-Consumer (B2C) segment, offering endpaperwork clutter recipients the ability to customize their residential deliveries. How does it work?Shipping commodities that require to Customer Service for exception • From the moment FedEx has picked- Our customers in the online retailer/ DID YOU KNOW?passing international customs borders shipments. up the shipment, the end recipient e-commerce segment are automati-comes with the preparation of customs receives a notification via text mes- cally signed up for this new feature, • More than 40% of onlinepaperwork – that is a reality we can’t ETD is easy-to-use and available with sage or email about the planned de- free of charge. shoppers say they haveget around. our customer automation platforms. livery date. abandoned the purchase In FedEx Ship Manager on fedex.com, And for FedEx, it means fewer deliv- with online retailersBut finding a way to streamline and customers can self-activate ETD in 3 • Through fedex.com, they can choose ery re-attempts and reduced exception because of issues withsimplify the flow of trade documents simple clicks. For use with FedEx Ship from several options to reschedule packages, allowing us to save cost and the delivery date.**is something FedEx takes to heart. Manager Software and FedEx Web the delivery to a future date or time while improving the customer ex-And with FedEx® Electronic Trade services, they can enable ETD by call- a different location – and FedEx perience. • Over 40% noted thatDocuments (ETD) we offer a compel- ing Customer Technology. With FedEx confirms changes back via text ‘receiving my product whenling solution. Ship Manager software v6 ETD is al- or email. expected’ would lead them ready enabled by default. to recommend a retailer toETD allows customers to submit their • On the day of delivery, the end re- Your parcel was picked up others.**customs documentation electroni- ETD is currently available outbound cipient is reminded that the package by FedEx and is plannedcally. This not only reduces their need from 63 and inbound from 68 markets is on its way for delivery. • Drop-offs/deliveries tofor manual printing of multiple copies worldwide. The roll-out of ETD is sub- for delivery on 17/10. residential addressesof paperwork, saving them time and ject to unique requirements for legal, • And in addition, the end recipient re- To reschedule, go to currently represent overmoney. It also reduces the risk of lost, regulatory or process compliance. In ceives a pre-alert about any delivery www.fedex.com/be/delivery 15% of our shipmentmissing or damaged paperwork. 2013, we extended the roll-out of ETD delay as soon as it occurs. volumes in Europe. for Germany, Switzerland, Liechten- Code: A55f46fAAt the same time, ETD also enhances stein and Lithuania, and in 2014, weour own operational efficiencies and will add Italy. No more SMS?costs [at FedEx] – increasing courier Reply STOPproductivity at pick-up, reducing ma- Note: ETD is available with FedEx servicesnual paperwork scanning through except: DG/Dry Ice, FedEx Europe First (FEF), * Launch dates vary depending on country.Genesis. It provides more time for FedEx International Priority Distribution (IPD), ** Source: ‘Improving the online shipping customer experience’, ComScore August 22, 2012.import clearance to prevent caged and FedEx International Economy Distributionshipments and reduces the calls (IED). SMEs: engines for growth in EMEA SMEs continue to be one of the powerful engines of growth, providing the dynamism for economies to prosper through entrepreneurship, innovation and job creation. DID YOU KNOW? Our EMEA Growth Strategy has ex- in Europe. SME businesses are often our retail alliances are also driving our tended our reach and improved our geared towards serving their home retail development strategy forward, capabilities across the region. One markets first before venturing beyond helping to bring FedEx closer to our such capability is the extension of our their borders, so being able to offer customers. domestic services across 13 countries domestic services is essential. In India, In Europe more than 99% of businesses• ETD is a free service offered to the customer at no extra charge are SMEs, but only make up 54% of our• ETD reduces shipment caged rates by more than 30% compared to European revenues, providing us with a real growth opportunity. In the year non-ETD shipments up to the end of August 2013, our rev-• ETD is suited for all segments of customers as there are no enues from European SME customers grew by 3.8% despite difficult trading volume requirements conditions.4 FEDEX FOCUS WINTER 2013

Courier of the Year2013 in ItalyStefano Pasquino has been working as a courier for FedEx Express in Italysince January 2012. In May 2013, Stefano was chosen as Italy’s national Courierof the Year (COTY). We spoke to him to find out more about what it takes to be agreat courier.How did you find out about What did you do to become How did you feel when you foundthe COTY program? National COTY winner for Italy? out you were Italy’s Courier ofMy manager briefed my team about On my first year at FedEx, I became the Year?the program and highlighted how this the station winner. I then decided to I was extremely thrilled and satis-was a real opportunity for us. The pro- aim even higher for my second year. fied! It was great to see my efforts re-gram was easy to understand and to I do my job in the best way possible warded and to hear how my customersput into practice. by creating relationships with custom- were happy with the service I provide ers based on trust and reliability. My them. It encourages me to participateWhy did you decide to customers know I am always available again and to keep working for my sta-participate? and I will do whatever it takes! tion’s good reputation.I love a good challenge. As a basket-ball player I thrive on new challenges Do you have any tips for How do you live the Purple Stefano Pasquino; Italy’s national Courier of the Year.and reaching new objectives. It en- futures contestants? Promise daily?courages me always to go above and Always look ahead, set yourself new I live the Purple Promise by being pro- proud to be part of the FedEx family, tight-knit group. I would especially like where couriers are recognized for their to thank my former and current man-beyond. I believe that when you love goals and plan to achieve them one fessional, supporting our customers key role. Team work is also crucial to ager, who have always encouraged me succeed both as individuals and as a to achieve great things!what you do, you are able to overcome day at a time. wherever and whenever I can, andany challenge. always trying to improve myself. I amHalf Day ProgramTwice a year, FedEx team members are invited to spend half a day with a customer facing team. From September 30 to October 11,2013, 550 EMEA team members participated in the Half Day program across 21 markets. Below, two team members tell us abouttheir experiences. PARTICIPANT: HOST: Danny Lobo, Pernille Sorensen, Customer Relations Team leader Manager, Customer Service UAE for MMERC/Malmo, SwedenDanny has participated in the Half Day program multiple times and usually spends half a day withcouriers or customer service agents. This October, he spent half a day with the Inside Sales (ISR) Since the start of the Half Day program, Pernille and her team havedepartment. hosted multiple team members. Mostly they have welcomed new team members from the Sales and Inside Sales teams, but also from Global Trade Services (GTS) and couriers.How was your Half Day goals posted on a notice board in the to share this tool with my team. Who did you host this year? am very proud of our department andexperience in October? office. It is a great way for them to This year we mainly hosted our col- its members. We have a team of ap-Being a customer relations manager, concentrate on their objectives, col- How do you feel about being a leagues from the sales division. Al- proximately 40 people who handle allsitting with the ISR specialist was laborate and help each other reach guest but also a hosting team though we also have the pleasure to levels of calls and traces from pickupsone of my most enriching experiences. their goals. I was also surprised to organizer? welcome couriers, GTS, IT and other to claims, supporting 3 countries inThis half day gave me the opportunity notice that most team members were Being a hosting team is a privilege, team members all year round. 4 languages, 11 stations and a numberto get a clear understanding of what indeed very close to meeting their you see and meet people from the of ODA agents. We do our best to sup-ISR’s role and processes are like. I was target goals. ISR is a very united team. different touch points and get their What do you like most about port other departments as well.surprised how well my host coped with feedback directly. They help us im- hosting?her multicultural environment, receiv- What did you learn in particular? prove as a team and also tell us about I would have to say it is the opportu- What do the guests bring toing calls from customers in English & I knew about the i-Sell tool, but I had the challenges they face and how we nity to show what we do to support your team?Arabic, interacting and using powerful never had the chance to see this sales could help them. It is essential we un- our teams and customers to provide an I think it goes both ways, receivingselling techniques with each customer. tool in action. I was impressed, seeing derstand each other’s pain points to be outstanding customer experience. feedback is important. It helps us un- how helpful this tool really is. It gives able to tackle them. We can only bene- I think the Half Day program is ben- derstand their demands and challen-Did you notice anything the sales person a 360° view of the fit from the Half Day program as this is eficial for all of us to get a better ges. This gives us a chance to try andinteresting? account or customer, with all the infor- an essential way to gather feedback. idea of everyday life in other depart- find solutions.Yes, the ISR team has all their target mation you need to know. I would love ments with whom we work closely. IFEDEX FOCUS WINTER 2013 5

A huge THANK YOU to everyone who took part! Our annual FedEx Cares Campaign was another great success,with 6 new countries onboard, 900 more volunteers and 1000 more volunteering hours across EMEA, compared to last year. Austria, Bahrain, Belgium, Czech Republic, France, Germany, Hungary, India, Italy, Kuwait, Netherlands, Poland, Spain, Switzerland, UAE and the UK.2,458 volunteers 4,334 hours 16 countries 204 locations 86 activities 10,551 tote bags = 180.6 days collected Kolkata, IndiaCzech Republic Nasik, IndiaNetherlands Mumbai, India Italy Switzerland UAE Belgium Everyone’s involvement truly demonstrated our FedEx spirit by going above and beyond to help make a difference in the lives of others.6 FEDEX FOCUS WINTER 2013

BOOST is i-LEADboosting EMEA’s Management Development ProgramSince its re-launch in July, 2013, the BOOST EMEA If you are interested in a career in i-LEADSales Lead Program is seeing a great uptake of management at FedEx, i-LEAD is theparticipation and leads conversion. Compared program for you. Launched on June ii iito the same timeframe the year before under 1st, 2013, i-LEAD is EMEA’s Manage-the old program, in the new program there ment Development Program replacing L E ADare approximately: New Horizon. OV S E OA S V • 3.5 x more leads submitted For team members who aspire to a KL EE • 5 x more leads converted management position, i-LEAD’s goal is to successfully prepare participants US L to Opportunities* for the challenges of management by ASO • 2.5 x more Closed-Won promoting self-insight and self-aware- TP ness. This individual, dynamic devel- E Opportunities* opment program supports and inspires continuous development and offers a A four step personal development pathway to management* and these will increase further as leads are still being processed by Sales. life-long learning approach. There are four stages to the i-LEAD program:Nadège Balzac, Courier, France If the Review Panel endorses the par- ticipant, they are eligible to apply for i-Look offers participants the opportunity to reflect on their motivation to5 BOOST leads submitted, management positions for 30 months. become a manager and explore what management at FedEx looks like. i-Evaluate helps them decide whether management is for them.3 converted into opportunities and 1 closed-won Please note, if you are CO-PILOT or i-Assess looks at their current skills and competencies to determine HORIZON endorsed, you will no longer their abilities and development needs.“As a courier I think it is important to To find out what’s become of my leads, be eligible to apply for management i-Develop focuses on the areas for personal development with the helphave a good knowledge of the prod- our manager consults the BOOST re- positions as of 1st January 2014, while of a coach and includes a Review Panel consisting of Senior Managersucts and services we offer at FedEx. ports from time to time. When the New Horizon endorsements end as of and MDs.When I talk to prospects, I propose Sales representative is in the station, 1st June 2014.*some of our products by asking about I also take the opportunity to ask abouttheir shipping needs. I also try to high- the companies for which I passed on For more details on the i-Leadlight advantages, like for example the information. Sometimes they can’t tell program, go to:fact that supplies (boxes, envelopes us right away or they are still being http://emea.web.fedex.com/hr/etc.) are available for customers free processed, and sometimes the out- landd/iLEAD_WebPages/iLead.aspxof charge. come is also negative, meaning that there was simply no real opportunity * i-LEAD endorsement is currently notI take notes from the conversations to get the business, and that’s some- required to apply for a management positionI have with prospects or customers, thing you have to accept. But it can in Germanythen I fill out the BOOST form – I al- work out well too – in fact in August,ways have copies with me – and give Sales managed to get a customer onit to my manager upon my return to the board for which I had provided the leadstation. – and I got the payout on my payslip!”FEDEX FOCUS WINTER 2013 7

Stories from the PurplePromise Award WinnersEvery day, our team members go above and beyond to help our customers. The Purple Promise Award (PPA) recognizes a teammember who goes beyond the typical expectations for his or her job to ensure the customer’s needs are met. Here are three winnersof the PPA and their examples of how they live the Purple Promise around EMEA.A shuttle containing A package containing A shipment containing110 packages had an medication in dry ice clothes samples to be ex­accident on the way was held in customs hibited on a Saturday morn-to the Dubai hub. Ab- delaying its delivery. ing in Florence was stuckdullah took the initia- Abdullah Muhammad, The medication was Tasneembano Patel, in Venice and wouldn’t be Marco Brugnera,tive and volunteered Operations, destined for a critically Customer Relations, delivered before Monday. Operations,to help, even though UAE ill baby and the dry ice India When Marco realized how Italyit was the end of his would have only lasted critical it was for this ship-shift. He went to the accident site and reloaded all one more day due to the delay. Tasneembano went ment to arrive on time, he took it upon himself to deliver thethe packages into his shuttle. Then, he drove 360km above and beyond to help this customer by staying hours items personally on Friday. Even though the request cameand saved 110 shipments from missing their connect- after the end of her shift and escalating the issue. The in after his working hours, Marco drove 600km from Veniceing flight. He worked until after midnight delivering the following day she arrived two hours earlier to work to to Florence to deliver the items by the end of the workday,Purple Promise. ensure the shipment had reached its destination. keeping the customer informed all throughout.FedEx Humanitarian AwardCongratulations to Matteo Germano, a courier from Italy, for receiving the FedEx Express Humanitarian Award in October 2013. While in traffic, Matteo saw an elderly man faint onthe side of the road. He immediately passed all the cars using the emergency lane to go help the old man, who showed signs of cardiac problems. Matteo protected the man frompassing by cars, called an ambulance and stayed with him, keeping him conscious until the help arrived. He then returned to his job and managed to deliver all his packages intime.Peak StoriesWith millions of packages shuttling around the world throughout the holiday season, it’s by far the busiest time of year for FedEx teammembers. This year we asked them to tell us special holiday memories from years past – something that goes beyond the package andhighlights what else we deliver.“When we finally met in person, the “The customer described his “I was happy to serve and got anwoman gave me a big hug…” ‘euphoric’ feeling about being treated unexpected reward…”– Anna Toth, Customer Service Agent, in such a caring way…” – Elias Mendola, Customer Relations – A leksandra Benaissa, Customer Budapest, Hungary Representative, Relations Representative, Warsaw, The NetherlandsI got a call from a customer – an American Polandlost in Budapest! She had just moved to It was mid-November and my station re-Hungary and had trouble finding our FedEx I got word from a customer who was des- ceived an urgent call from a popular musicExpress office to check on the status of an perate to find a family photo album that group that was hoping critical packagesimportant package from her sister. When was moving through customs. I was able made it through customs clearance. Theshe reached me, the customer was so ex- to calm him down, assist in getting his packages contained drum sticks for thecited that I spoke English, and was able to package through the customs clearance drummer of the band who was playing athelp her find our location. I kept in contact process and make sure he received it on a concert venue later that same evening!with her every day on the status of her time. The customer described feeling “eu- My team and I jumped into action, assist-package, and when we finally met in per- phoric,” about his FedEx experience and ing with necessary paperwork to ensureson, she gave me a big hug and expressed the way he was treated. In fact, he wrote that the drum sticks were properly clearedher gratitude. The customer later sent a a personal letter to both my manager and through customs. I let the customer know,letter to thank me again. As a customer myself thanking us for going above and and then personally delivered the muchservice agent, I always intend to deliver beyond to make sure his treasured family needed drum sticks – much to his excite-the Purple Promise – to make every FedEx photos got to him on time and safely! ment. I was happy to serve, and got an un-experience outstanding – and to make expected reward – a backstage pass to thesure that every customer who calls is in concert that evening!safe hands. Do you have a story to share?8 Email us on: [email protected] FEDEX FOCUS WINTER 2013