Case Study: Using Technology at Federal Express

Case Study: Using Technology at Federal Express[WLOs: 1, 2, 5] [CLOs: 1, 2, 5, 6]

Prior to beginning work on this assignment, review Module 1 in the MIS textbook.

Review the Case Study 1-1: Using Information Technologies at Federal Express minutely to complete this assignment.

Case Study 1-1: Using Information Technologies at Federal Express

In this case study, you explore the innovative strategies employed by Federal Express (FedEx), a global leader in the logistics industry, to leverage information technologies for enhancing customer service and operational efficiency. Since its inception in 1971, FedEx has continually evolved to meet the market’s evolving demands, exemplifying the transformative power of technology in driving organizational success.

At the heart of FedExs approach lies a steadfast commitment to customer satisfaction, underscored by the seamless integration of technology into its operations. Through initiatives such as the comprehensive FedEx.com website and the innovative Ship Manager application, FedEx has streamlined its internal processes and empowered customers with greater control and convenience in managing their shipments.

The case study highlights the significant cost savings and operational efficiencies achieved by FedEx through the adoption of technology-enabled solutions. By redirecting customer inquiries to the web platform and leveraging automation tools like Ship Manager, FedEx has substantially reduced call center volumes and associated costs, while simultaneously enhancing the overall customer experience.

However, the case study also sheds light on the challenges inherent in technology implementation, as evidenced by FedExs ongoing investment in its call center infrastructure to mitigate issues such as website downtime and user difficulties. Through the deployment of customer relationship management software like Clarify, FedEx endeavors to optimize its call center operations and uphold its commitment to prompt and effective customer service.

For further guidance please review the

from the UAGC Writing Center.

In your paper,

• Explain if technology by itself is enough to ensure high-quality customer service.
• Estimate FedEx’s annual savings from using information technology.
• Present two examples of information technologies used by FedEx.
• Discuss how these technologies might help FedEx maintain a competitive advantage.
• Provide two credible sources of supporting information.

Assignment Requirements

The Case Study: Using Technology at Federal Express paper,

• must be 2 to 3 double-spaced pages in length (not including title and references pages) and formatted according to
• as outlined in the Writing Centers
• resource.
• must include a separate title page with the following in title case:
• title of paper in bold font
• Space should appear between the title and the rest of the information on the title page.
• students name
• name of institution (The University of Arizona Global Campus)
• course name and number
• instructors name
• due date
• must utilize academic voice.
• Review the
• resource for additional guidance.
• must include an introduction and conclusion paragraph.
• Your introduction paragraph needs to end with a clear thesis statement that indicates the purpose of your paper.
• For assistance on writing
• and
• , refer to the Writing Center resources.
• must use at least 2 credible sources in addition to the course text.
• The
• table offers additional guidance on appropriate source types. If you have questions about whether a specific source is appropriate for this assignment, please contact your instructor. Your instructor has the final say about the appropriateness of a specific source.
• To assist you in completing the research required for this assignment, refer to this
• tutorial, which introduces the University of Arizona Global Campus Library and the research process, and provides some library search tips.
• must document any information used from sources in APA Style as outlined in the Writing Centers
• guide.
• must include a separate references page that is formatted according to APA Style as outlined in the Writing Center.
• Refer to the
• resource in the Writing Center for specifications.