Fedex Customer Service Strategy

1068 Words 5 Pages
Register to read the introduction… For instance, through our FedEx OneCall program, we assign a single customer service agent to handle virtually all issues of a customer’s account”(Fedex, 2005). Examples of operational excellence by Fedex in the article they state, “FedEx Express invented express distribution in 1973 and remains the industry leader, providing rapid, reliable, time-definite delivery of packages, documents and freight to more than 220 countries and territories. FedEx Express offers time-certain delivery within one to three business days, serving markets that generate more than 90% of the world’s gross domestic product through door-to-door, customs-cleared service, with a money-back guarantee. FedEx Express’s unmatched air route authorities and extensive transportation infrastructure, combined with its leading-edge information technologies, make it the world’s largest express transportation company (Fedex, 2005).
Evidence of product leadership customer value proposition is stated in FedEx statement that, “We believe that seamless information integration is critical to obtain business synergies from multiple operating units. For example, our Web site,

fedex.com, provides a single point of contact for our customers to access
…show more content…
Kusin who is the President and Chief Executive Officer of FedEx Kinko’s (FedEx, 2005).

One example of common costs not traceable to the four business segments would include dealings with A Joe Gibbs Racing car in the NASCAR NEXTEL Cup Series FedEx sponsors and the salary of the previous CEO Frederick W. Smith.

One example of common costs not traceable to the four business segments would be funds toward A Joe Gibbs Racing car in the NASCAR NEXTEL Cup Series and the salary of Frederick W. Smith who is the CEO of FedEx (Fedex, 2005).

3) Identify one example of a cost center, a profit center, and an investment center for FedEx.

|Dollar values in millions) |FedEx Express |FedEx Ground |FedEx Freight |Fedex Kinkos |
|Sales |$19,485.00 |$4,680.00 |$3,217.00 |$2,066.00 |
|Operating Income |1,414 |$604 |$354 |$100

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