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

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