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Fedex Case

In: Business and Management

Submitted By vpeddi1985
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Federal Express was among the first express transportation companies to realize the benefits of technology. As early as 1978, just five years after it began operations, the company pioneered the first automated customer service centre.
To provide real-time package tracking for each shipment, FedEx uses one of the world's largest computer and telecommunications networks. The company's couriers operate SuperTracker® hand-held computers, to record the transit of shipments through the FedEx integrated network.
FedEx's use of technology focuses on the customer, rather than merely on remaining competitive. With FedEx, businesses can determine the status of their packages at all possible locations along the delivery route in real time. Customers can track packages in three ways: via the FedEx Web site on the Internet, by using FedEx Ship Manager at fedex.com, or FedEx WorldTM Shipping Software.
To provide the time-definite service customers have come to rely on, FedEx is continually developing innovative technologies. The following examples illustrate why FedEx remains the leader in the express cargo transportation industry.

COSMOS (Customer Operations Service Master On-line System) is a computerized package tracking system that monitors every phase of the delivery cycle at Federal Express. FedEx employees constantly input information into COSMOS by several means.
Customer service representatives enter shipping information into COSMOS through computer terminals, alerting the dispatcher closest to the pick-up or delivery area. Dispatchers relay pick-up and delivery information to the courier via DADS, small digitally assisted dispatch computer systems found in all courier vans.
Hand-held computers, called SuperTrackers, are used to scan the progress of the package an average of 5 times from pick-up to delivery. Couriers simply scan the bar code on every waybill

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