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January 13, 2006 -- I recently left FedEx Kinko's to go into business for myself. At our last Regional Leadership Conference it seemed clear, at least to me, that Ken May was installed as COO to replace Gary Kusin.

Kusin's impact and role in the company's metamorphosis cannot be underestimated. After the departure of Kinko's founder Paul Orafela, morale and productivity at Kinko's was at an all time low. Market share was dwindling, and customers perceived Kinko's as the overpriced copy shop on the corner. Gary Kusin took the brand, and the company's network and maximized top line sales by cutting prices and stealing market share from big box retailers.

The acquisition of Kinko's by FedEx was the delivery of Kusin's promise to take Kinko's public. His leadership and vision for the company as a leaner, meaner competitor and world class leader in digital printing and business services is the primary reason why FedEx found Kinko's attractive. Kusin's selection of John MacDonald to lead the Commercial Document Solutions division proved to be a stroke of genius. The commercial solutions group accounts for nearly $500MM of FedEx Kinko's $2B in sales.

Unfortunately, the soul of Kinko's is gone. It has been replaced by the sterile sheen of FedEx. While some will argue that the Kinko's model was an anachronism, and that Orafela's feel-good culture was doomed from a business standpoint, it is clear that the talent that built Kinko's, and sustained FedEx Kinko's through the transition is gone and going. This is a shame, and FedEx would do well to try to recapture some of the fun and creativity that made the original Kinko's one of the top companies to work for.

One thing I know; Kusin loves a challenge. I suspect he will not only parachute gently from the Galleria tower in Dallas, but will land gracefully at another firm struggling to grow up and get profitable. Gary Kusin is equal to the task.

Thank You,

Dave Howard
Point Five Consulting

Responding to: http://members.whattheythink.com/news/newslink.cfm?id=21637

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