FedEx Holiday Customer Service Dilemma
Running head: FedEx Customer Service: A Management Dilemma
The FedEx Customer Service Holiday Dilemma
Southern New Hampshire University
QSO 500
Problem Background
Federal Express, also known as FedEx, is a delivery service business headquartered in Memphis, Tennessee. The company offers delivery services in all 50 states and across several U.S territories. FedEx offers services internationally, although this research will be focused on U.S. operations. FedEx’s mission is to deliver high quality service to its customers, provide a return on investment to its investors, and to maintain relationships with its vendors, suppliers and employees (FedEx 2014). While it is difficult for a company like this to rely on its own resources, FedEx has developed a collaborative business model under the FedEx brand umbrella. These companies include FedEx Express, FedEx Ground, FedEx Freight, and FedEx Services. Each one of the companies provides its customers with different kind of services depending on their requirements (FedEx 2014).
In, 2008, FedEx launched a campaign entitled “FedEx Delivers to a Changing World”. The campaign titled: “FedEx Delivers to a Changing World,” specifically highlights how FedEx provides access to new markets, offers innovative solutions, supports the local communities and connects the world in sustainable ways. The overall goal of the campaign is to remind consumers that despite tough economic times, FedEx remains a reliable business partner (FedEx 2014).
FedEx has some well-documented problems concerning delivery during the peak 2013 Christmas season (www.newshounds.com). During the latter half of December 2013, many customers did not receive their packages in time for Christmas morning, leading to unhappy kids as well as irate customers. This led to many customers claiming that they will no longer use FedEx delivery service to send packages.
Problem Statement
With the unusually high demand for delivery
The FedEx Customer Service Holiday Dilemma
Southern New Hampshire University
QSO 500
Problem Background
Federal Express, also known as FedEx, is a delivery service business headquartered in Memphis, Tennessee. The company offers delivery services in all 50 states and across several U.S territories. FedEx offers services internationally, although this research will be focused on U.S. operations. FedEx’s mission is to deliver high quality service to its customers, provide a return on investment to its investors, and to maintain relationships with its vendors, suppliers and employees (FedEx 2014). While it is difficult for a company like this to rely on its own resources, FedEx has developed a collaborative business model under the FedEx brand umbrella. These companies include FedEx Express, FedEx Ground, FedEx Freight, and FedEx Services. Each one of the companies provides its customers with different kind of services depending on their requirements (FedEx 2014).
In, 2008, FedEx launched a campaign entitled “FedEx Delivers to a Changing World”. The campaign titled: “FedEx Delivers to a Changing World,” specifically highlights how FedEx provides access to new markets, offers innovative solutions, supports the local communities and connects the world in sustainable ways. The overall goal of the campaign is to remind consumers that despite tough economic times, FedEx remains a reliable business partner (FedEx 2014).
FedEx has some well-documented problems concerning delivery during the peak 2013 Christmas season (www.newshounds.com). During the latter half of December 2013, many customers did not receive their packages in time for Christmas morning, leading to unhappy kids as well as irate customers. This led to many customers claiming that they will no longer use FedEx delivery service to send packages.
Problem Statement
With the unusually high demand for delivery
References: Anderson, Charles & Johnson (2003). The impressive psychology paper. Chicago: Lucerne Publishing. Smith, M. (2001). Writing a successful paper. The Trey Research Monthly, 53, 149-150. FedEx (2014). FedEx Strategy, mission, and values. Available: http://about.van.fedex.com/mission-strategy-values [2014-02-23]. FedEx (2014). Overview and facts. Available: http://about.van.fedex.com/fedexoverview [2014-02-23]. Yahoo Finance (2014). Available http://tinyurl.com/bhy8a57 [2014-02-28].