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Welcome toGroup J Sandeep Bhagwat Keshav Modi Neha Birari SanilYadav Wasif Khan
Historyy
Founded in 1971 by Frederick W. Smith.y 186 packages y 25 cities
y April 17, 1973 First day of Operations
y 1980s: y FedEx reached its maturing stage. y First US company to reach $1 billion in
revenues.y Today y 210 countries y Global networky y y y
Asia-Pacific Canada Europe, Middle East, Africa Latin America-Caribbean
y FedEx handles 3.3 million packages
FedEx Corporationy 1998 Original name was FDX corporation
y January 2000 Changed name to FedEx Corporation
Milestones1984 Services to Europe and Asia began
1975 First showed profits
1977 Deregulation for air cargo allowed use of larger aircraft
The FedEx Mission PlatformMission Superior financial returns, Meet customer requirements, Integration and Safety Strategy Operate Independently, Compete Collectively, Manage Collaboratively Values People, Service, Innovation, Integrity, Responsibility, Loyalty The Purple Promise I will make every FedEx experience outstanding.
Corporate Mission embodies the philosophy
SWOT AnalysisStrength Household name Product quality Global expansion Abreast in technology Air fleet Weakness Employee racial discrimination Lack of ground transportation force Costly technology innovations Judgment for late deliveries Increased debt
Opportunities Global business growth Online consumer services Increase demand in logistics
Threats Foreign competition entry into home Online competitive advantages of rivals
Operating Model OverviewManufacturers Customer Regional Crossdocks Wholesalers, Retail Stores, Customers
FSCS Command and Control
Customer
Linehaul
Regional Delivery
FedEx Custom Critical TEMP-ASSURE Operational Flow
Customer
Custom Critical Command and Control
Point of Origin
Final Consignee
7 Ps
ProductFedEx
Core and Supplementary ProductProblem solving Advice and information Overnight transportation and delivery of packages Order taking
Billing statements
Supplies
Tracing
Documentation
Pickup
Place and TimeRegional facts about FedEx corporation y Asia y Europe y Middle east & Africa y Latin America y North Americay Services provided :24*7
Promotiony FedEx uses sports as a medium for promoting its services
e.g.: Motorsports(F1),Golf(PGA tour),Tennis (Roger Federer)y FedEx promoted its brand through Cast Away , one of the Oscar
nominated movie.y In Nov.03 FedEx along with University of Memphis started
FedEx institute of technology.y Since 2003 FedEx has contributed 5 billion dollars in R&D.
Physical Environmenty The staff members, vehicles and aircrafts play a major role for
providing services.y Buildings, Landscapes, Interiors, etc are less important for
FedEx.y For direct customer interaction they recruit front
desk executives & provides coded information for their parcels.
Pricey Charges premium prices for quality services. y The rate of FedEx freight & FedEx custom critical segments has
shown an increase of 5.7% but there is no change in its rate.y In China FedEx is slashing its prices for market penetration. y It provides booking facility through internet.
ProcessProcuring products from the clients
Manufacturing, Procurement, and Order Management Functions
Delivering products and Services to customers
For complexities ,EDI, EFT, Bandwidth and DDS for planning and execution.
Peopley FedEx employees provide both pre service as well as post
service. y FedEx seeks to employ staff from its surrounding communities. y FedEx hires people who have enough experience in transportation and SCM.
FedEx Service Quality Indicator (Quantitative)No. of damaged packages 2. No. of lost packages 3. Missed pickups 4. Aircraft delays 5. Reopened complaints (complaints not solved first time) 6. Wrong day late deliveries 7. Right day wrong delivery 8. Abandoned calls 9. Invoice adjustment requests 10. Missing proof of deliveries1.
Internal Service Quality5C Frame work
CSR
Corporate Social ResponsibilityPhilanthropy The Environment Our People Diversity Local Community
Limitation and future researchGeographically confined
1Customer satisfaction
7 2The sample population
Service quality varies from time to time
6
LAFR3 5 4According to different level of SERVQUAL scores The customer future intention
Segmentation by various demographic criteria
Thank You