The leader in express air cargo shipments strives to maintain its superiority in an increasingly competitive global market. The case describes how FedEx has used information technology to improve the reliability of the service and extra features for customers. It also describes the company’s efforts to promote the quality of service in the U.S. to improve, including new measurement techniques, training, and “internal marketing”. With the company, the crunch before a profit after the merger … Read more »

The leader in express air cargo shipments strives to maintain its superiority in an increasingly competitive global market. The case describes how FedEx has used information technology to improve the reliability of the service and extra features for customers. It also describes the company’s efforts to promote the quality of service in the U.S. to improve, including new measurement techniques, training, and “internal marketing”. With the company, the crunch before a profit after its merger with the Flying Tigers, looking to the Senior Vice President of Customer Service, to keep the investment in ongoing quality improvement program.
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Christopher H. Lovelock
Source: IMD
20 pages.
Release date: 30 April 2003. Prod #: IMD268-PDF-ENG
Federal Express: Quality Improvement Program HBR case solution

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