FedEx Service Magnagement and Customer Service Issue

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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... ... middle of paper ... ... employees are rewarded periodically. Fourth, the firm should conduct a career enhancement training for its customer service representatives who will forward difficult issues to the complaints management team. Conclusion: FedEx is a company that has achieved huge successes and profitability because of excellent customer service to an extent that it is renowned for its good treatment of customers. However, it has experienced considerable challenges in the recent past because of poor customer service based on the numerous customer complaints. This problem is attributed to lack of standardized processes and tasks, failure to set timelines for achieving certain performance goals, and lack of proper guidelines for customer contact and interactions. FedEx can address this business problem through the application of concepts and techniques in operations management.

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