BTOES Insights Official
September 02, 2019

BTOES - SPEAKER SPOTLIGHT: Creating a Culture of Quality and Innovation

Courtesy of FedEx, Kenneth Giles wrote a synopsis of his speaking session discussing 'Creating a Culture of Quality and Innovation'.   Click here to download the full presentation.






How a Culture of Quality Sparks Innovation

FedEx is a fortune 100 global enterprise with over 400,000 employees operating in over 200 countries throughout the world. Quality has always been at the core what we do.  We continuously focus on our customers and improving customer experiences.  Learn how we relentlessly pursue the goal of making every FedEx experience outstanding. This mantra – known internally as the “Purple Promise” serves as our north star and is supported by Quality Driven Management (QDM), a unique approach to quality and continuous improvement that was developed by FedEx for FedEx.


QDM is composed of six quality principles, a unique problem solving methodology known as A.B.L.E. and an array of quality tools.   It is a fundamental part of our culture and helps to drive all that we do. 

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At FedEx, QDM lays the foundation for quality and continuous improvement and has created a culture that embraces change.  It is this culture of change that sparks game changing innovation.  Our leaders set the tone which has allowed QDM to truly become a part of our DNA by equipping our people with the necessary tools to continuously improve.  Fred Smith, our Founder and Chairman of the Board, says “QDM empowers all team members to become the architects of great change at FedEx. The result is superior business performance through the elimination of waste, cost and unnecessary work, as well as better speed to market and customer satisfaction”.


QDM serves as an essential element that has helped FedEx built a culture that supports Quality, empowers continuous improvement, fuels innovation, and empowers employees to always take values-based, customer-centric decisions.  Simply put, QDM equips our people to deliver the Purple Promise.



About the Authors

Kenneth Giles image

Kenneth Giles,
Quality and Continuous Improvement Principal,


Kenneth “Ken” Giles is a Quality and Continuous Improvement Principal with FedEx Corporation.  In this role, he helps FedEx develop enterprise-wide strategies for the application of their unique approach to continuous improvement known as Quality Driven Management (QDM).  On a day to day basis, Ken also supports the implementation of QDM throughout the enterprise by focusing on projects and tactics that drive engagement at all levels of the organization, enhance learning & development resources and support rewards & recognition programs. 

Ken came to FedEx with over 20 years of experience in Quality Management, Quality Engineering, Continuous Improvement and Operations Management.  He has a diverse professional background including experience with some of the world’s most well-known companies including Coca Cola Refreshments, Toyota Motor Manufacturing, Canon Incorporated, Delta Faucet Company and others. 

Ken earned a Bachelor of Science in Industrial Engineering from Tennessee Technological University and a Masters in Business Administration from Union University.  He is an American Society for Quality (ASQ) Certified Manager of Quality & Organizational Excellence, an ASQ Certified Quality Engineer and an ASQ Certified FedEx Quality Driven Management Expert.

Focusing on the customer (internal & external), treating all people with respect and being willing to roll up his sleeves and do the work are the three vital personal characteristics that have been instrumental throughout his career.  He looks forward to continuing to utilize these characteristics in the future as the science and application of Quality & Continuous Improvement methodologies continues to evolve.



The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.


Quick Links



BTOES19 Awards


There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 

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