Federal Express (Canada) - Case Study Example

Federal Express and Desktop Innovation Shipping Table of contents Topic page 1 Executive summary 32.1 Background and statement of the problem 33.1 Situation analysis 44.1 Analysis of alternatives 44.1.1 The people priority 54.1.2 Service 54.1.3 A corporate profit 55.1 Recommendation and implementation 55.1.1 COSMOS 55.1.2 DADS 65.1.3 EXPRESSCLEAR 65.1.4 Call center technology 6References 71.1 Executive summaryThis report addresses a number of problems faced by Desktop Innovations Company following delayed delivery of one package from Kitchener, Ontario by the Federal Express.

It takes into consideration the letter written by the Desktop Innovations office manager (Anita Kilgour) and its contents. Just for an overview, the letter is a complaint of the late delivery and the loss of one package which of cause was later delivered too late resulting loss of huge amounts of money and time wastage. It also complains of the unfulfilled promises made by FedEx particularly concerning their repeated communication on the lost package. Further, FedEx which is known and trusted for its integrity, according to Birla (2005), breaks its promises of refunding the company and, therefore, this paper addresses the alternative strategies that could foster any organizations thrive.2.1 Background and statement of the problemThis report is based on the inconveniences experienced by ‘Desktop Innovations’ (DI) as a result of poor service provision by the Federal Express Company (FedEx).

The Desktop Innovations office manager (Anita Kilgour) wrote a letter to the FedEx Company following their late delivery of one package and their failure to prompt necessary communications. In her letter, the office manager detailed the problems encountered in using the FedEx to convey packages to Simpsonville, South Carolina from Kitchener, Ontario. The letter states that of the two packages supposed to arrive at Simpsonville for a trade show, only one package was received and the other one was lost on the way.

It was later discovered that the missing package had lost its shipping bill at Memphis and was sent back to Toronto. This resulted in loss of huge amounts of money amounting to $1200 on the booth Charlotte show and fee. Time was also wasted and an accumulation of up to 3 hours on phone calls by the office manager to FedEx office as a follow-up of the missing package. Furthermore, the FedEx Company which was trusted of its high integrity in product delivery had incredibly failed to respond to the manager’s fears and even failed to keep their promise of refunding or crediting the company as per their rules of commitment. 3.1 Situation analysisIn her later, Anita Kilgour reported the missing package and also complained of the misconduct of the FedEx Company for failing to abide by their promises, which of course had made it gain trust over other organizations.

Anita tried making a number of phone calls to the office to follow up on the progress in search of the missing package but unfortunately she always received unfulfilled promises. The FedEx employees had promised to get back to her on phone and update her on various shipping details but unfortunately none of them did it. This went on for a considerable duration of time until it surpassed the allocated time limit and this resulted to late delivery. Consequently, a huge amount of money and time was incredibly wasted following the incurred expenses in accounting for the Charlotte trade show and the necessary fee.

Moreover, the FedEx was not ready to abide by their promises of refunding the company even after acknowledging the inconvenience they caused.4.1 Analysis of alternatives Inconveniences are normal for many organizations especially when dealing with huge quantities of goods just like FedEx (Birla 2005). However, organizations particularly FedEx should be concerned about their consistent inability to handle customers in the most appropriate way. They should therefore abide by the philosophy “place the people first to provide the highest possible services, followed by the profits” (Birla, 2005).

These factors should include:4.1.1 The people priority – this puts into consideration the employee satisfaction factor first and acknowledges its significance to create a conducive environment for their security and allowance for innovations and growth (Birla, 2005).4.1.2 Service – this particularly points at the consistence and clarity in service quality goal which is aimed at 100 percent satisfaction of customers4.1.3 A corporate profit – this should only come to existence if the set service goals and people requirements are satisfactorily fulfilledGenerally, the people-first philosophy is an approved alternative particularly in providing convincing services to customers and in maintaining one’s clients.

It is implemented through a process encompassing employee satisfaction survey, recognition and reward programs aimed at employees, and habitual worker communication among a host of other credible processes (Birla, 2005).5.1 Recommendations and implementationSo far so long, FedEx has been known to apply high technology in pursuit of quality services to its customers. It is credible to recommend the application of such technology as it proves important. Part of these include:5.1.1 COSMOS which determines the exact location of packages on transportation all the way to destiny,5.1.2 DADS to communicate with carriers in their various vans through computer screens as used by the FedEx Company,5.1.3 EXPRESSCLEAR which is a client computerized clearing system that aids in making the customers aware of the transportation progress and the arrival of the package.5.1.

4 Call center technology. This concentrates on keeping their customers aware of the progress by fostering regular accessibility day-in day-out all days and at all timesReferences Birla, M. (2005). FedEx delivers: how the world’s leading shipping company keeps innovation and outperforming the competition. Hoboken: John Wiley & Sons Press.