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Prize winner
Case
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Reference no. IMD-3-0456
Published by: International Institute for Management Development (IMD)
Originally published in: 1990
Version: 30.04.2003
Length: 20 pages
Data source: Field research

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

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