FedEx Case Discussion

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FedEx Case Discussion

• Describe FedExs corporate philosophy and explain
  how FedExs systems fit in the context of its
  corporate philosophy.
• How has FedEx used information technology to
  provide 100 customer service?

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What is FedExs corporate philosophy ?

• People-Service-Profit
• (P-S-P)
• QualityProductivity
• (QP)

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A More Detailed Description

• Customer satisfaction begins with employee
  satisfaction. Putting people first in every
  action and every planning decision requires a
  tremendous commitment from every manager and
  every employee in the company
• -By James Barksdale, COO, Fed Ex

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• How FedExs systems fit in the context of its
  corporate philosophy?

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Elements of the Management system

• Internal Service Quality
• Customer/supplier Alignment
• Survey Feedback Actions
• Guaranteed Fair Treatment Process
• LEAD Leadership Evaluation Awareness Process

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FEDERAL EXPRESS CUSTOMER/SUPPLIER ALIGNMENT
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FEDERAL EXPRESS THE GUARANTEED FAIR TREATMENT
PROCEDURE
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FEDERAL EXPRESS THE GUARANTEED FAIR TREATMENT
PROCEDURE
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FEDERAL EXPRESS THE GUARANTEED FAIR TREATMENT
PROCEDURE
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Key Elements of the Management System

• Quality Improvement
• Quality Education
• Quality Improvement/Quality Action Team
• FADE
• Focus on a particular or opportunity
• Analyse the data
• Develop solutions and action plans
• Execute the plan

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Key Elements of the Management System (continued)

• Measurements of Service Quality
• Service quality Indicator The Hierarchy of
  Horrors
• Customer satisfaction survey
• Quarterly telephone survey
• Targeted Customer Survey
• Fed Ex comments card
• Customer Automation Survey
• Canadian Customer Study

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FED EX SERVICE QUALITY INDICATORS (SQI)
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• How has FedEx used the Service Profit Chain?

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The Service Profit Chain (SPC)
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How has FedEx used information technology to
provide 100 customer service

• COSMOS
• (Customer, Operations, Service, Master On-line)
• SuperTracker
• DADS
• (Digitally Assisted Dispatch System)
• Powership2
• FedEx TV