Welcome to

Group J

Sandeep Bhagwat
Keshav Modi
Neha Birari
Sanil Yadav
Wasif Khan
 History
 Founded in 1971 by Frederick W. Smith.
 April 17, 1973 – First day of Operations
 186 packages
 25 cities
 1980’s:
 FedEx reached its maturing stage.
 First US company to reach $1 billion in

revenues.
 Today
 210 countries
 Global network
 Asia-Pacific
 Canada
 Europe,Middle East, Africa
 Latin America-Caribbean
 FedEx handles 3.3 million packages
 FedEx Corporation

1998– Original name was FDX corporation

January 2000– Changed name to FedEx

Corporation
 Milestones

1984
Services to
1977 Europe
Deregulatio and Asia
n for air began
1975 cargo
allowed use
First of larger
showed aircraft
profits
The FedEx Mission Platform
Mission
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 Analysis
Weakness
Strength
Employee racial discrimination
Household name
Lack of ground transportation
Product quality
force
Global expansion
Costly technology innovations
Abreast in technology
Judgment for late deliveries
Air fleet
Increased debt

Opportunities Threats
Global business growth Foreign competition entry into
home
Online consumer services
Online competitive advantages of
Increase demand in logistics rivals
Operating Model Overview Wholesalers, Retail
Manufacturers Regional
Cross-docks Stores, Customers
Customer

FSCS
Command
and Control

Customer

Linehaul Regional Delivery

FedEx Custom Critical TEMP-ASSURE Operational Flow

Custom Critical Command

Customer Point of Origin Final Consignee
and Control
7 P’s
Product

FedEx
Core and Supplementary Product

Problem Advice and

solving information Order taking

Overnight
Billing transportation Supplies
statements and delivery of
packages

Tracing Pickup
Documentation
 Place and Time
Regional facts about FedEx corporation
Asia
Europe
Middle east & Africa
Latin America
North America

Services provided :24*7

 Promotion
FedEx uses sports as a medium for promoting its services
e.g.: Motorsports(F1),Golf(PGA tour),Tennis (Roger Federer)

FedEx promoted its brand through Cast Away , one of the

Oscar nominated movie.

In Nov.03 FedEx along with University of Memphis started

FedEx institute of technology.

Since 2003 FedEx has contributed 5 billion dollars in

R&D.
 Physical Environment
The staff members, vehicles and aircrafts play a major
role for providing services.

Buildings, Landscapes, Interiors, etc are less important for

FedEx.

For direct customer interaction they recruit front

desk executives & provides coded information for
their parcels.
 Price
Charges premium prices for quality services.

The rate of FedEx freight & FedEx custom critical

segments has shown an increase of 5.7% but there is no
change in its rate.

In China FedEx is slashing its prices for market

penetration.

It provides booking facility through internet.

 Process
Procuring 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.
 People
FedEx employees provide both pre service as well as
post service.
FedEx seeks to employ staff from its surrounding
communities.
FedEx hires people who have enough experience in
transportation and SCM.
FedEx Service Quality Indicator
(Quantitative)
1. 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 deliveries
Internal Service Quality
5C Frame work
CSR
Corporate Social Responsibility

Philanthropy
Philanthropy
The Environment
The Environment
Our People
Our People
Diversity
Diversity
Local Community
Local Community
 Limitation and future research
Geographically confined
1

Customer satisfaction 7
2 The sample population

Service quality varies

from time to time 6 LAFR
The customer future intention
3

5
Segmentation by various
demographic criteria
4
According to different level
of SERVQUAL scores
Thank You