Federal Express Case Study Example | Topics and Well Written Essays - 1000 words

Federal Express - Case Study Example The complaint letter by an office manager portrays FedEx as a company with no value for its customer’s fulfillment. This is seen in the way they do not bother replying the stressed out customer. Anita has shown the strength of FedEx by stating the delivery of her cargo at last although it was too late. FedEx has shown strength by being ready to cut off shipping fees. They deliver goodies and chocolate as a make up gift to an unsatisfied customer. Background FedEx is a Memphis based Leading Corporation that handles the shipping of cargo by air to several destinations in the world. FedEx’s viewpoint is to place people first, provide them with the best service and take profits later (McDougall & Dorken, 147). FedEx is the first company to offer a money back policy to customers with complaints, and it is the only corporation that uses technology to trail its vans and cargoes. This study surveys the dealings of FedEx in relation to client fulfillment. Problem Statement Altho ugh FedEx is a leading cargo transporter, it does not fully provide client satisfaction as seen in exhibit 1. Anita Kilgour an office manager at desktop innovations has three complaints about the services offered to her company by FedEx express (McDougall & Dorken, 144). ... ards for being; â€Å"the leader in the use of technology, rigorous international standards for quality management and assurance, and the Malcolm Balridge National Quality Award† (McDougall & Dorken, 148). Situation Analysis A SWOT analysis on FedEx can be used to analyze the situation that occurred between desktop innovations and Federal Express. The strength of the company is stated in the manner in which FedEx recovered and delivered desktop innovation’s cargo. Weakness in the company is brought about by the problem of massive daily consignment leading to temporary losses. The company ships 2.9 million packages nightly, and serves 212 countries (McDougall & Dorken, 148). Opportunity for FedEx Company can be utilized through, using Anita’s complaint as an opportunity to upgrade its services. FedEx can add more staff, upgrade its tracking machines and offer satisfying compensations to unsatisfied clients. Threat for the company comes in the loss of reputation fo r the leading company. This negative advertisement can lead to FedEx facing stiff competition from rival companies. Alternatives FedEx as a leading company has to find alternatives to curb the customer dissatisfaction like the complaint lodged by Anita of desktop innovations. The first substitute that FedEx could use is to ship fewer cargoes instead of the 2.9 million cargoes shipped daily. This will lead to easier tracking of every cargo they ship, thus avoidance of loss or delays of cargoes. The subsequent alternative that could be useful to FedEx is on the phone department. Instead of FedEx putting up the 250 customer representatives in Canada only, the corporation could split them to other countries. After the split, the corporation could additionally divide them into complaints department and