Subject category:
Strategy and General Management
Published by:
International Institute for Management Development (IMD)
Version: 30.04.2003
Length: 20 pages
Data source: Field research
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Abstract
The leading company in express air freight shipments is seeking to maintain its superiority in an increasingly competitive global marketplace. The case describes how FedEx has used information technology to enhance the reliability of its service and add extra features for customers. It also describes the company's efforts to improve service quality in the USA, including new measurement techniques, training and 'internal marketing'. With the company facing a profit crunch following its merger with Flying Tigers, the senior vice-president, customer service seeks to maintain investment in the ongoing quality improvement program. This case was previously numbered 392-001-1.
Teaching and learning
This item is suitable for postgraduate and executive education courses.Time period
The events covered by this case took place in 1990.Geographical setting
Region:
Americas
Country:
United States
Featured company
FedEx
Turnover:
USD 7 Billion
Industry:
Express air freight
Featured protagonist
- Thomas R Oliver (male), Senior Vice President Sales and Customer Service
About
Abstract
The leading company in express air freight shipments is seeking to maintain its superiority in an increasingly competitive global marketplace. The case describes how FedEx has used information technology to enhance the reliability of its service and add extra features for customers. It also describes the company's efforts to improve service quality in the USA, including new measurement techniques, training and 'internal marketing'. With the company facing a profit crunch following its merger with Flying Tigers, the senior vice-president, customer service seeks to maintain investment in the ongoing quality improvement program. This case was previously numbered 392-001-1.
Teaching and learning
This item is suitable for postgraduate and executive education courses.Settings
Time period
The events covered by this case took place in 1990.Geographical setting
Region:
Americas
Country:
United States
Featured company
FedEx
Turnover:
USD 7 Billion
Industry:
Express air freight
Featured protagonist
- Thomas R Oliver (male), Senior Vice President Sales and Customer Service