I’ve seen the powerof Purple.

I see our promise made real in thousands of ways every day.

The Purple Promise:

“I will make every FedExexperience outstanding.”

I hear about theincredible things wedo for our customers.

I’m proud of how we come through every day inways big and small.

We make The Purple Promisereal when we…

With just minutes to spare, Hiroshimastation manager Hiroaki Morigaki realizedhe needed to board a bullet train to theKansai Airport to get a customer’s packageto Hong Kong by the next morning. Thepackage had missed the shuttle flight toKansai, and time didn’t allow for Morigakito drive it there.

He called ahead to Masashi Mizote, our operations manager at the airport,and arranged for Mizote to meet him — and the package — at the Kansai trainstation. After a smooth hand-off, Mizoteand customs clearance managerNobuhiko Arai worked together to makesure it was quickly cleared and loadedonto the Hong Kong-bound plane. Thanksto ingenuity and well-timed teamwork,the customer never had reason to worry.

Pictured: Kansai Airport operations agents Takuro Yamamoto, Kikuo Hashiguchi and ShinpeiNishiyama (left to right); Masashi Mizote (far right)

With just minutes to spare, Hiroshimastation manager Hiroaki Morigaki realizedhe needed to board a bullet train to theKansai International Airport to get acustomer’s package to Hong Kong by thenext morning. The package had missedthe shuttle flight to Kansai, and time didn’tallow for Morigaki to drive it there.

He called ahead to Masashi Mizote, ouroperations manager at the airport, andarranged for Mizote to meet him — and the package — at the Kansai trainstation. After a smooth hand-off, Mizoteand customs clearance manager NobuhikoArai worked together to make sure it wasquickly cleared and loaded onto the HongKong-bound plane. Thanks to ingenuityand well-timed teamwork, the customernever had reason to worry.

Pictured: Kansai Airport operations agents TakuroYamamoto, Kikuo Hashiguchi and Shinpei Nishiyama(left to right); Masashi Mizote (far right)

Work together to delivera faster solution

Care for communitiesas well as customers

When hurricanes redirected a ship fromthe East Coast to the West Coast, a children’s book author became frantic.The ship was carrying 10,000 copies ofher book, which were due in Norfolk,Virginia, for a fundraising event in threedays. Fortunately, she thought to callFedEx. Hearing her dilemma, FedEx Freightpresident and CEO Doug Duncan offeredto help, and within an hour his executiveassistant, Edna Kennon, mobilized thenecessary resources.

Throughout the weekend, a team of drivers,dock supervisors, transportation managersand coordinators moved the charityshipment across the country. The booksarrived in Norfolk just in time, raisingnearly $20,000 for two children’s literacyprograms. In appreciation, the city ofNorfolk made an addition to its seriesof mermaid sculptures commemoratingNorfolk’s heritage. Dedicated to FedEx, the“Maid in Time” sculpture honors a well-coordinated effort to deliver a valuablecommunity service.

Pictured: Edna Kennon

When hurricanes redirected a ship fromthe East Coast to the West Coast, a children’s book author became frantic.The ship was carrying 10,000 copies ofher book, which were due in Norfolk,Virginia, for a fundraising event in threedays. Fortunately, she thought to callFedEx. Hearing her dilemma, FedEx FreightPresident and CEO Doug Duncan offeredto help, and within an hour his executiveassistant, Edna Kennon, mobilized thenecessary resources.

Throughout the weekend, a team of drivers,dock supervisors, transportation managersand coordinators moved the charityshipment across the country. The booksarrived in Norfolk just in time, raisingnearly $20,000 for two children’s literacyprograms. In appreciation, the city ofNorfolk made an addition to its seriesof mermaid sculptures commemoratingNorfolk’s heritage. Dedicated to FedEx, the“Maid in Time” sculpture honors a well-coordinated effort to deliver a valuablecommunity service.

Pictured: Edna Kennon

Meet the needs of people around the world

Create trust and respect by acting with integrity

Dedicate ourselves to superior service

With a remarkable act of generosity, driverMike O’Donal single-handedly salvagedChristmas for one of his customers. TheFedEx contractor learned just days beforethe holiday that a package he’d recentlydelivered was addressed incorrectly anddidn’t reach the intended recipient. Thepackage — containing the only Christmasgift the customer could afford to give herdaughter — was in the wrong hands.

Without hesitation, O’Donal attempted toretrieve the package. Unfortunately, theperson at that address denied receivingit, so O’Donal decided to play Santa Claus.He purchased a duplicate gift out of his own pocket in time for Christmas Eve.Through his actions, O’Donal did more thanreplace a gift — he earned the customer’sgratitude and loyalty.

Pictured: Mike O’Donal

Use our power toright what’s wrong

Help customers overcometime and distance

By thinking beyond his responsibilities withFedEx Services, Mick Janowiak saw a wayto combine the capabilities of two FedExcompanies and help cut weeks out of acustomer’s production schedule. The KenBlanchard Companies printed customizedtraining materials for its seminars world-wide at its San Diego headquarters, usingFedEx for distribution. But in-house printingand customs added significant delays.Janowiak — a senior international salesexecutive who has worked with Blanchardin various roles for 17 years — realizedthat using the services of FedEx Kinko’sand FedEx Express together could saveBlanchard valuable time.

Janowiak invited FedEx Kinko’s accountmanager Joe Kucinski and market salesmanager Pamela Wylie to meet withBlanchard. The team proposed using FedExKinko’s International Document Fulfillmentsolution to print the materials closer to thefinal destination. For a seminar in India —where there are no FedEx Kinko’s — thematerials were printed in Beijing andshipped overnight by Express. The FedExteam shaved two weeks off of Blanchard’sold production and shipping schedule. “TheCEO has stopped calling us vendors,” saidJanowiak. “We’re partners now.”

Pictured: Joe Kucinski (left) and Mick Janowiak (right)

By thinking beyond his responsibilities withFedEx Services, Mick Janowiak saw a wayto combine the capabilities of two FedExcompanies and help cut weeks out of acustomer’s production schedule. The KenBlanchard Companies printed customizedtraining materials for its seminars world-wide at its San Diego headquarters, usingFedEx for distribution. But in-house printingand customs meant significant delays.Janowiak — a senior international salesexecutive who has worked with Blanchardin various roles for 17 years — realizedthat using the services of FedEx Kinko’sand FedEx Express together could saveBlanchard valuable time.

Janowiak invited FedEx Kinko’s accountmanager Joe Kucinski and market salesmanager Pamela Wylie to meet withBlanchard. The team proposed using FedExKinko’s International Document Fulfillmentsolution to print the materials closer to thefinal destination. For a seminar in India —where there are no FedEx Kinko’s — thematerials were printed in Beijing andshipped overnight by Express. The FedExteam shaved two weeks off Blanchard’s oldproduction and shipping schedule. “TheCEO has stopped calling us vendors,” saidJanowiak. “We’re partners now.”

Pictured: Joe Kucinski (left) and Mick Janowiak (right)

Use technology to makeworking with us easier

Imagine how simple it would be for business customers if they could make onephone call to set up accounts with multipleFedEx companies. This vision has beendriving a group within FedEx IT to createa new database that merges customerinformation from Express, Ground, Freightand Kinko’s.

For customers, making one phone call toestablish multiple accounts becomes areality when the first phase of the servicebegins in October with Express, Groundand Freight in the United States.The data-base will eventually include FedEx Kinko’sand international regions. If a customerhas more than one account with us, thenew system will automatically associatethem, showing, for example, that thesmall Freight customer in Missouri is asubsidiary of a major Ground customer inCalifornia with a different name.

The comprehensive account informationavailable through the new database makesit easier for us to offer outstanding serviceto customers and improve their overallexperience with FedEx.

Pictured: Project team members Rogers Stephens,Tosha Ward and Miranda Taylor (left to right)

Imagine how simple it would be for business customers if they could make onephone call to set up accounts with multipleFedEx companies. This vision has beendriving a group within FedEx IT to createa new database that merges customerinformation from Express, Ground, Freightand Kinko’s.

For customers, making one phone call toestablish multiple accounts becomes areality when the first phase of the servicebegins this fall with Express, Ground andFreight in the United States.The databasewill eventually include FedEx Kinko’s andinternational regions. If a customer hasmore than one account with us, the newsystem will automatically associate them,showing, for example, that the small Freightcustomer in Missouri is a subsidiary of amajor Ground customer in California witha different name.

The comprehensive account informationavailable through the new database willmake it easier for us to offer outstandingservice to customers and improve theiroverall experience with FedEx.

Pictured: Project team members Rogers Stephens,Tosha Ward and Miranda Taylor (left to right)

Learning that a package containing awedding ring had missed a flight fromParis to Stockholm for a ceremony thenext day, CDG customer care agent Eddie Bradbury quickly arranged for itto be sent on a commercial Air Franceflight. The following morning, rampcoordinator Mats Barrefors personallydelivered the ring to the church, arrivingwith five minutes to spare.

Take a problem intoour own hands

Use innovative ideas andteamwork to meet deadlines

A power outage at Toronto’s PearsonAirport hub did not deter 200 FedExemployees. To get everything onto the right planes and trucks, the teammanually sorted thousands of packages in the parking lot, working through thenight by the headlights of FedEx vans.

Only one thing stood between a motherand some urgently needed checks fromher daughter: a gift of chocolates in thesame package. When Mexico call centerrepresentative Amanda Villanueva learnedthat the chocolates prohibited the packagefrom clearing customs, she drove with hermanager from Naucalpan to the customslocation in Toluca and removed them.The mother received the checks that day.

Transform adversityinto initiative

Use imagination whenoptions are limited

Courier Martin Lichtenberg didn’t letVienna’s annual Car-Free Day get in theway of picking up a customer’s urgentshipment. Realizing he didn’t have time tomake it on foot, Lichtenberg took the bus.

Act responsibly to improve our workplace and our communities

Innovate to make what’s tough a little easier

Build customer loyalty with every one of our actions

Custom Critical often plays a pivotal rolewhen the stakes are high — sometimeswithout even touching a shipment.Customer service shift leader CharleyStewart kept an assembly line from acostly shutdown by focusing on how tocombine FedEx services to get a crucialreplacement part moving in the rightdirection. The part was needed in Michigan

the next morning, but the customer hadmistakenly shipped it to Texas. When thecustomer called Custom Critical for help,Stewart coordinated a recovery effortwith Freight and Express. Freight retrievedthe part from a truck near San Antonio andhustled it to Express. It reached Michiganin time to keep the assembly line running,saving the company $50,000.

Find the right services tomeet the customer’s needs

Customer service agent Jennifer Smithat Custom Critical pulled off a similar featwhen a customer discovered that a 14-foot pipe was too long to ship via Express.Smith received the referral from Express,and when the price she quoted wasbeyond the customer’s budget, she didn’tgive up. “I’m sure there’s something elsewe can do,” Smith said. She set up a

conference call with FedEx Freight,which was able to guarantee affordable,on-time delivery. As Smith’s persistenceproves, drawing on the services of allthe FedEx companies can provide boththe means and the price to meet thecustomer’s need.

Pictured: Charley Stewart (left) and Jennifer Smith (right)

FedEx is recognized as a pioneer for helpingcreate a borderless world marketplace. Ourcontinued success on a global scale relies on ourability to provide customers around the worldwith a consistent, integrated level of service.

“The policies and procedures in each of ourfive regions have always been distinct,” saidLaurie Tucker, senior vice president, globalmarketing. “Although that approach has paidoff by giving us an international presence, wenow have to move to the next level. The futureof FedEx lies in competing internationally. Andto do that, we need a common, integratedapproach for all of our regions.”

That’s why in October 2004 we began creatinga comprehensive customer database thatpulls together information from the regionaldatabases, giving us a complete view of ourcustomers. At the same time, a cross-regional,multi-skilled team of employees is working tocraft global business practices and standards.“This is a major change in the way we approachcustomer service,” said Tucker. “We’re puttingThe Purple Promise in action to serve customersseamlessly as a global company and, ultimately,to compete even more aggressively in theworld marketplace.”

Pictured: Project team members Anthony Ngan and JimEggleston (top left); David Faour, Yelizaveta Pikus andSunpreet Singh (right, left to right)

Reach across languagesand cultures

Every day, each ofus has the powerto keep our promiseto customers.

Across regions, roles and companies, we areunited by our promise and by our shared values:People, Service, Innovation, Integrity, Responsibilityand Loyalty. Together, our promise and our valuesmake us stronger.

In different ways, we’re all working to ensurethat our customers experience the same levelof excellence wherever and however they need us. We support each other in these efforts bythinking beyond our individual roles to find thebest solution — and by extending our promise,and all it represents, to our internal customersas well.

Since the beginning, our commitment to excellencehas separated us from the competition. It’s the soulof our company. With all that we make possible inthe world, keeping The Purple Promise and livingour values are the most important things we do.

How do you fulfill our promise?purplepromise.fedex.com St

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