Federal Express
Zhaoyi Li
Yanzhou Xiang
Carlos Alberto Campa
Table of Contents
Introduction. 2
Segmentation. 3
Industry Nature. 3
Key Factors of Services. 4
Customers Relationship Management 5
Positioning. 6
Communication and Relationship. 7
Distribution and Quality Management 8
Analysis SWOT. 9
Conclusion. 10
Reference. 10
Introduction
Federal Express is an American global courier delivery services company, headquartered
in Memphis, Tennessee. This company was founded in 1971. Basically this is a company
that is in charge of an express transportation that offer time-certain delivery service of
sending and consignment any kind of document or good you want to send, by this the
company is covering and operating globally.
By 1998 Federal Express acquire a company in charge of package system and logistics
making a fusion and combination that denominates the name that now at days it has as
FDX CORPORATION.
They are leaders in this sector having international sendings of more than 220 destinies.
Slogan “The World on Time”.
2001 FDX Freight
Fedex acquire the company American Freightways, a container loading company that was
enfocated in the large float of containers and this help FEDEX to add the service and
proportionate more options in the transportation of big weights.
2004 Company Kinko’s
By this year Fedex buys Kinko’s. A chain of companies that provides copy and
reprographic services.
Segmentation
Criteria:
l Geographical
Different geographic position may have very much different economic scale, demand of
need, and service requirement. So we can divide logistic into: regional service and
cross-regional service. FedEx has its segmentation: international delivering and national
delivering, taking China as an example and it charges accordingly. And inside China,
developed cities actually don’t share the same price with the undeveloped cities, because
the market demand and transportation is much different.
l Customer requirement
Different customers have different requirement on logistic service. Macroscopically, we
can divide it into: agriculture, business, architecture, etc. For FedEx, it has several
divisions like: priority-delivering, economic-delivering. Customer choose the kind based
on their needs.
l Business scope
We have big-customer, medium-customer, and small-customer. For big companies, FedEx
may list them on the big-customer sheet; and those medium-sized firms may go to
medium-customer; individuals are of course small-customer. Additionally, FedEx
emphasizes their service must be consistent with customer need, like size of company,
production place, degree of technology for customer group, etc.
Industry Nature
Express company belongs to logistics industry. And in general, we can see most of the
