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SYNOPSIS
Ms Sylvia Cooper was to deliver a lecture to 30 senior managers at Florida at 2.00 pm
She expected important material for the presentation from FedEx at 10.00 am
The parcel got mis-sorted and was lying at Savannah, Georgia (3hrs from Florida)
Money-Back Guarantees
If FedEx fail to deliver package by 10:30 am they give the money back to the customer. If FedEx is not able to locate the exact location of any package within 30 minutes of the request then the customer gets back the money.
POTENTIAL AUGMENTED EXPECTED GENERIC CORE Guarantees Timely Delivery Safe Delivery
Delivery of Packages
Letter of Apology
Compensation
Refund
Data Analysis
Data Collection
Through the Research, FedEx required to know how to tackle errors in delivery such as delay in delivery & missorting of packages. Also the research is required to decide on the policies that FedEx should implement to compensate the customers & maintain the delight of the customer.
Q2. What should be Federal Expresss general policy be for similar service mishaps? Guidelines to Customer service executives
Tie-ups with the Airlines, Local Transportation & Local Logistics Provider
Yearly analysis of the amount spent on service failures Incentives for Correction of Error
Q4. Federal Express handles roughly 875,000 packages each day. What would you guess its error rate to be?
THANK YOU