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Case Study on Fedex

In: Business and Management

Submitted By sitinonthecouch
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Dear group,

I do not think technology by itself is enough to ensure high-quality customer service because technology is unreliable, and it is not universal.

Technology cannot be on time all the time. For example, customers cannot use Fedex.com to track their packages if customers’ or FedEx’s internet connection is down. The former situation may happen more frequently than the latter but regardless of whose problem, it is irrefutable that unreliability is an inherent trait of technology. FedEx cannot eradicate this problem completely but it can potentially prevent it from happening by using different management information systems to monitoring their network. Network Performance Monitor by Solarwinds (Network Monitoring Software) or WhatsUp Gold by IPSwitch (Ipswitch) are network monitoring software that can monitor and analyze network performance. FedEx can use these products to detect and analyze network packets to predict an imminent network outage.

Technology cannot be used by everyone. Some parts of the world, and even in America, people are still computer and information illiterate. And thus they cannot rely on technology to accomplish their tasks, in this case, it can be a simple task of entering a tracking ID onto fedex.com website. In addition, some people cannot use technology because they are handicapped. For example, blind people cannot browse the web on a computer laptop, or deaf people cannot speak or hear from a phone. Other drastic example such as people whose have degenerated brain function diseases, that render them completely inert, cannot see, hear or speak. These people cannot utilize any technology to obtain customer service. I think FedEx can overcome these challenges in many ways. First, FedEx can implement artificial intelligence onto their website to train and show their customers on how to track their packages through Fedex.com.

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