FedEx Quality Management Issue
Process Improvement Tools and Applications in Quality Management
FED-EX Case Study
For the purpose of the present study, the company chosen is that of Fed-Ex. This writer will take on the role of a quality management consultant and submit a recommended direction to implement a quality management initiative to address the quality management related problems identified. An examination of the Fed-Ex company informs this study that Fed-Ex has issues with its software in that other companies are not able to integrate with Fed-Ex software. This presents challenges and some of these challenges are affecting the quality of service delivery of Fed-Ex. An online search via Google's search engine reveals that there are software issues affecting the quality and perceived quality of Fed-Ex delivery services. A February 28, 2011 report states that FedEx had suffered a "major computer glitch…" and the result was system wide computer problems for the company. (ieee spectrum, 2011)
Process Improvement Tools and Applications in Quality Management
FED-EX Case Study
Introduction
For the purpose of the present study, the company chosen is that of Fed-Ex. This writer will take on the role of a quality management consultant and submit a recommended direction to implement a quality management initiative to address the quality management related problems identified.
I. Examination of the Fed-Ex Company
An examination of the Fed-Ex company informs this study that Fed-Ex has issues with its software in that other companies are not able to integrate with Fed-Ex software. This presents challenges and some of these challenges are affecting the quality of service delivery of Fed-Ex. An online search via Google's search engine reveals that there are software issues affecting the quality and perceived quality of Fed-Ex delivery services. A February 28, 2011 report states that FedEx had suffered a "major computer glitch…" and the result was system wide computer problems for the company. (ieee spectrum, 2011)
II. Quality Management Issue: Integration of Software Applications with Customer's Software
According to the ComputerWorld report a "…bad software download" to FedEx's PowerPad devices which the deliverers for FedEx carry resulted in the employees being required to input all the information on packages by hand and also required them to get handwritten signatures rather than the usual electronic signatures. The result: slow package delivery and in fact, the delivery was more than just a little behind. The company did not say how many of the PowerPads were affected in the accidental download of the wrong software update. In view of FedEx and its approximate 50,000 PowerPads globally in 60 countries this accidental software error likely resulted in many late deliveries and upset customers and ultimately affecting the quality of FedEx service greatly. In a separate report published 23 June 2010 in Barron's Tech Trader Daily, Eric Savitz reports that Federal Express (FDX) "is having some troubles today with updates of its package tracking system. Whether or not it has anything to do with the umpteen thousand people checking on their Apple (AAPL) iPhone 4 deliveries, I can't say. But FedEx says deliveries themselves are not an issue." (2010) FedEx announced on the company Web site that while tracking updates were delayed and a temporary situation that the deliveries were on time nevertheless. (Savitz, 2010, paraphrased)
FedEx reports the use of 'e-Shipping Tools' described as a Web-based program that enables customers to track shipping status on packages they send. Included are "integrated solutions to address the entire selling and supply chain needs of its customers. Its e-Commerce Solutions provide a full suite of services that allow businesses to integrate FedEx's transportation and information systems seamlessly into their own operations. These solutions have taken FedEx well beyond a shipping company." (Savitz, 2010) The report states that FedEx markets several hardware/software e-commerce solutions including:
(1) FedExPowerShipMC (a multicarrier hardware/software system),
(2) FedEx Ship ManagerServer (a hardware/software system providing high-speed transactions and superior reliability, allowing an average of eight transactions per second),
(3) FedExShipAPI ™ (an Internet-based application that allows customization, eliminating redundant programming), and (4) FedEx Net-Return® (a Web-based item-return management system). This infrastructure is now known as FedEx Direct Link. It enables business-to-business electronic commerce through combinations of global virtual private network (VPN) connectivity, Internet connectivity, leased-line connectivity, and VAN (value-added network) connectivity. (Savitz, 2010, p.1)
FedEx customers are able to: "…tap into a network of systems through the Internet. When a customer places an online order, the order is sent to a FedExWeb server. Information about the order and the customer is then sent to the merchant's PC, and a message is sent to the customer...
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