Technology Delivers at Fedex

Topics: FedEx, Customer service, Customer Pages: 14 (5055 words) Published: October 5, 2008
Organizational technology is the foundation that builds successful companies across the world. FedEx has used and will continue to use technology as a catalyst to promote growth in a continually changing global business environment. Team A will explore and define FedEx’s plans to use emerging technology to sustain and/or gain market share. This study will identify how the organization deploys current technology, performs value chain analysis, manages change, develops social contracts, and approaches global challenges. About FedEx

FedEx is a network of companies that provides specialized shipping, global trade, supply chains and information services to its customers. The organization’s service area includes 220 countries and territories including every address in the United States while employing more than 270,000 people worldwide. (FedEx Facts, 2007) FedEx Corporation has a global headquarters in Memphis, Tennessee that leads the operating companies bearing the FedEx name worldwide including FedEx Express and Home Delivery, FedEx Ground, FedEx Freight, FedEx Kinko’s and Print Services, FedEx National LTL, FedEx Custom Critical, FedEx Trade Networks and FedEx Supply Chain Services. (X Facts, 2007) The 670 plus aircraft in operation at 375 airports worldwide demonstrates the size of the FedEx network. In addition, more than 70,000 motorized vehicles that operate to support company express, ground, freight, and expedited delivery service. Customer base includes 15 million unique visitors monthly (What is unique about the visitors and what are they visiting?), three million package-tracking requests daily, and 15 million packages shipped via FedEx Ship Manager monthly. FedEx has built the business by providing exceptional customer service. This is reiterated in the company’s mission statement below. (About FedEx History, 2007)

“FedEx will produce superior financial returns for shareowners by providing high value-added supply chain, transportation, business and related information services through focused operating companies. Customer requirements will be met in the highest quality manner appropriate to each market segment served. FedEx will strive to develop mutually rewarding relationships with its employees, partners and suppliers. Safety will be the first consideration in all operations. Corporate activities will be conducted to the highest ethical and professional standards.” (About FedEx, 2007) FedEx is committed to making each customer’s experience positive as the company strives to uphold its promise “We Deliver”. Technology plays a key role in the organization’s ability to continually support customer service goals. Assessment of Current Technology

FedEx’s technology is constantly trying to keep up with the latest technology. They are able to do this by using the 95,000 square feet of the FedEx Institute of Technology located at the University of Memphis, TN. This facility is responsible for areas of research including research centers such as the Center for Artificial Intelligence, Center of Next Generation Transportation and Cyber Security Center. This institute and the engineers work with the managers of FedEx to obtain best technology available.

Currently at the FedEx Corporation, the organization is keeping up with the wireless industry. One article states, “Realizing the i00000000mportance of wireless technology, FedEx recently added several new wireless applications to support customers and couriers as they ship packages” (The Wireless Nation 2006, p. 4C). This technology allows customers the ability to view their shipped packages by FedEx while on the go. The technology is indicating to the consumers that their products will have the ability to be tracked and show progress at all times. This requires the managers to keep up with the package movement by increasing speeds and productivity levels.

FedEx also works on keeping their fleet up to date with technology. “FedEx Freight is moving...

References: About FedEx, (2007). FedEx Mission. Retrieved online May 2, 2007 from
About FedEx History, (2007)
About FedEx, (2007). Technological Innovation at FedEx. Retrieved May 3, 2007, from
FedEx, (2005). The Purple Promise Web Site. Retrieved May 19, 2007 from
FedEx Careers (2007)
FedEx Code of Business Conduct and Ethics. Retrieved May 19, 2007 from
FedEx Facts, (2007)
FedEx Freight adds technology. (Transportation: Trucking). (May 2006). In Traffic World, 270, p24 (1). Retrieved May 02, 2007, from InfoTrac OneFile.
FedEx Ground Steps to Bluetooth and GPRS Wireless. (Nov 2004). In eWeek, pNA. Retrieved May 02, 2007, from Academic OneFile.
Goldberg, Matt (1997). How FedEx Runs on Time. Retrieved May 3, 2007, from
How Greater Access is Changing the World
The Value Chain, (2007). Strategic Management. Retrieved May 3, 2007, from
The Wireless Nation. (Multi-channel Retailing, September 2006). In Chain Store Age, 82, p4C (1). Retrieved May 02, 2007, from Academic OneFile.
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