The leading company in the field of air express delivery to preserve its superiority in an increasingly competitive global market. The case describes how FedEx uses information technology to improve the reliability of its services and add more features to the customers. It also describes the company's efforts to improve the quality of services in the U.S., including new methods of measurement, training, and "internal marketing". The company faced a crisis of profits after its merger with the Flying Tigers, senior vice president of customer service aims to support investment in the current program of quality improvement. "Hide
by Christopher Lovelock Source: IMD 20 pages. Publication Date: April 30, 2003. Prod. #: IMD268-PDF-ENG
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