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Essay / Research Paper Abstract
A 15 page paper that discusses specific aspects of FedEx and responds to specific questions. Topics include: a critique of the business, including the vision, strategies used to provide exceptional customer service, systems that enhance operations and service, and efforts to always be improving services; the degree of synergy among those four factors within the company; incongruities or lack thereof and what to do about them; how FedEx can stay ahead in this fiercely competitive industry. Also discussed are the continual changes made in IT to enhance both customer satisfaction and employee work. FedEx follows TQM principles - these are discussed. Bibliography lists 17 sources.
Page Count:
15 pages (~225 words per page)
File: MM12_PGfdx3.rtf
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Unformatted sample text from the term paper:
what the company has done since its founding - the company has emphasized putting customers first and has continually updated and upgraded to meet this goal and fulfill the
vision (Cisco Systems, 1999; FedEx, 2002). The company develops strong relationships with customers, suppliers and vendors and it has consistently been innovative in developing technology solutions to improve their relationships
and service (Cisco Systems, 1999). Over the years, the company has designed and implemented numerous systems to meet their goals of customer satisfaction. Some examples include: *
1979 - the COSMOS system was introduced, which is a centralized computer system designed to manage vehicles, people, packages, and route and weather scenarios on a real-time basis (FedEx, 2002).
* 1980 - DADS, Digitally Assisted Dispatch System, was introduced to coordinate on-call pickups for customers (FedEx, 2002). * 1984 - The first PC-based automated shipping system, later named FedEx
PowerShip(r), was introduced (FedEx, 2002). * 1986 - SuperTracker(r), a hand-held, bar code scanner system that captures detailed package information was introduced (FedEx, 2002). * 1987 - FedEx Powership program
designed and introduced (Cisco Systems, 1999; FedEx, 2002). This system is a hardware and software system that offers automated, on-site shipping management as well as preparation for customers who ship
hundreds of packages every business day (Cisco Systems, 1999). The company would later add additional links that allow Powership customers to track their packages on a global level (Cisco Systems,
1999). * 1993 - MultiShip(r), the first carrier-supplied customer automation system to process packages shipped by other transportation providers was introduced (FedEx, 2002). * 1999 - FedEx PowerShip(r)mc, a multi-carrier
electronic shipping system, was introduced (FedEx, 2002). In 1999, FedEx also implemented Oracle Corp.s Oracle8 database as the foundation of its global information systems (Deck, 1999). * 2001 -
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