Only 18% of Staff Can Intervene in Shipment Delays—FedEx Study

A new FedEx study reveals a significant organizational capability gap in supply chain operations: only 18% of staff members within companies have the authority or tools to intervene when shipment delays occur. This finding highlights a structural weakness in how many organizations distribute decision-making power and real-time control across their supply chain functions. The study suggests that the vast majority of companies have centralized delay management within a small group of decision-makers, creating bottlenecks and limiting the ability to respond quickly to disruptions.

This gap has substantial implications for operational resilience. When shipment delays happen—whether due to carrier issues, customs delays, or logistics network congestion—organizations with limited intervention capability face compounded problems: longer delay resolution times, frustrated customers, and inability to implement workarounds. The concentration of authority means that frontline teams, customer service representatives, and regional managers often lack the autonomy to make real-time decisions that could mitigate customer impact or route cargo more efficiently.

For supply chain professionals, this research underscores the need to evaluate organizational structures and empower teams with better visibility tools and decision-making authority. Companies that decentralize control while maintaining governance through technology platforms—enabling broader staff to intervene intelligently—can expect faster response times, improved customer satisfaction, and more resilient operations during disruptions.