FedEx Service Management Issue:
Federal Express, which is commonly known as FedEx, is regarded as America’s largest provider for overnight mail delivery. The company has a huge workforce of nearly 300,000 purple-blooded employees. In addition to having over 600 aircraft, FedEx has complicated models of Boeing and Airbus that transport over 3 million packages on a daily basis. The firm achieves its deliveries through the unique hub and spoke system, which are mainly used to transport packages that are flown from different destinations to its headquarters in Memphis. The transportation and delivery of these packages is characterized with a huge team of employees sorting incoming packages every night through the assistance of an advanced conveyer belt. As a result, this huge team of workers helps to ensure that mail is sorted by destination during a four-hour period, which is usually the duration before the planes leave again. However, the company’s operations in the past few years have been marred with numerous complaints about poor and delivery service, which has tarnished a good customer service reputation that it had for years.
FedEx Customer Service:
Throughout its years of operations, FedEx has been renowned for sparkling customer relationships and service. The company has successfully managed to build this reputation despite having a very sophisticated logistic provider in the International Airport in Memphis (Trimble & Reichert, 2001, p.36). The excellent customer service has also been achieved through the firm’s ability to assemble a huge team of workers to sort incoming packages within a short period of time. As a result, FedEx customers have become increasingly dependent on the promise that every package will be delivered by 10:30 am the following morning because its employees are mandated with the task of sorting mail before the next plane leaves.
The other main contributor to FedEx’s reputation of excellent customer relationships and service is the fact that its customers can track almost every inch of their packages while on its way to the respective destination. This ability is stimulated by the directive by FedEx’s founder for all employees to treat every package or mail as the last one the company will ever handle. Consequently, customers have not only appreciated the reliability of the company but also recognized the excellent service to an extent they are willing to pay more for FedEx’s services as compared to its competitors. These factors have contributed to the growth and development of FedEx to a Fortune 500 company that generates revenues in excess of $13 billion.
In 2008, the esteemed Harris Interactive Reputation QuotientTM (RQ) survey ranked FedEx as the number one company in the customer service category (“FedEx Ranked Highest”, 2008). Based on the survey, FedEx achieved this rank because it worked to make each customer experience outstanding in every interaction point between the company and customers,...