Fedex Case Study

895 Words2 Pages

According to CIO Robert Carter, FedEx has always been a technology driven organization. To begin with most of the technological innovations in FedEx were driven by business need. FedEx was the first delivery company which provided real-time shipping information to the customer by introducing the COSMOS (Customers, Operations, and Services Master Online System) in 1979. COSMOS is a centrally operated computer system which FedEx uses to date to manage people, delivery packages, delivery vehicles (planes and vans), weather related changes etc. FedEx founder Fred Smith is famous for saying, “The information about the package is as important as the package itself.” (Baldwin, 2013). Pre-COSMOS most of the field operations for FedEx were decentralized, …show more content…

Their delivery load was far exceeding their dispatch capacity. So FedEx introduced the COSMOS along with a centralized call center to help the employees manage delivery and tracking. The customers would call in and the employees can enter the account number in the COSMOS to check the latest shipping status of the delivery. This system was beneficial to FedEx in several ways. It was particularly advantageous to the larger stations, they now had a system to keep track of dispatches and automatically route them to the stations. Customers didn 't have to call the local stations, so many agents in one location could service many customers across the country (“FedEx Legends-Early IT History”, 2014). Similarly, in the late 1980’s FedEx came up with the Personnel Records and Information System (PRISM) to record all the details of the employees being hired. This system allowed FedEx achieve efficiency by allowing better time management and providing a paper-less environment. (Palvia & Perkins & Zeltmann, 1992). So basically in FedEx each individual business unit came up with their own business application as per their

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