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Posted: January 18th, 2023
MGT-3062-Y-Info Systems & Data Analytics
Choose either Option A or Option B to submit through Class Moodle editor
Option A
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Federal Express (FedEx), founded in 1971, handles an average of 3 million package-tracking requests every day (https://about.van.fedex.com/). To stay ahead in a highly competitive industry, the company focuses on customer service by maintaining a comprehensive Web site, FedEx.com, where it assists customers and reduces costs. For example, every request for information that is handled at the Web site rather than by the call center saves an estimated $1.87. FedEx has reported that customer calls have decreased by 83,000 per day since 2000, which saves the company $57.56 million per year. And because each package-tracking request costs FedEx 3 cents, costs have been reduced from more than $1.36 billion to $21.6 million per year by customers using the Web site instead of the call center. Another technology that improves customer service is Ship Manager, an application installed on customers’ sites so users can weigh packages, determine shipping charges, and print shipping labels. Customers can also link their invoicing, billing, accounting, and inventory systems to Ship Manager. However, FedEx still spends almost $326 million per year on its call center in order to reduce customers’ frustration when the Web site is down or when customers have difficulty using it. The company uses customer relationship management software called Clarify in its call centers to make customer service representatives’ jobs easier and more efficient and to speed up response time.
Answer the following questions in a two-page (600 word minimum) paper submitted through Class Moodle site on link Project 1.
1. Is technology by itself enough to ensure high-quality customer service?
2. What are FedEx’s estimated annual savings from using information technology?
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3. What are two examples of information technologies used by FedEx? How might these technologies help FedEx maintain a competitive advantage?
4.
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OR
Option B
After reading the information presented in this module and other sources, write a two-page paper submitted through Class Moodle site on link Project 1, that describes the ways two different companies use Michael Porter’s three strategies. How are information systems assisting these companies in implementing each strategy? How has Walmart (for the most part) become a cost leader?
Answer the following questions in a two-page (600 word minimum) paper submitted through Class Moodle site on link Project 1.
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Option A:
Is technology by itself enough to ensure high-quality customer service?
Technology by itself is not enough to ensure high-quality customer service. While technology can certainly improve access to information and communication, it cannot address underlying issues such as lack of training, poor management, and lack of empathy among customer service representatives. Therefore, it is important that companies also invest in training, management and recruitment of the right people to ensure a high-quality customer service.
What are FedEx’s estimated annual savings from using information technology?
According to the information provided, FedEx has reported that customer calls have decreased by 83,000 per day since 2000, which saves the company $57.56 million per year. Additionally, costs have been reduced from more than $1.36 billion to $21.6 million per year by customers using the Web site instead of the call center.
What are two examples of information technologies used by FedEx? How might these technologies help FedEx maintain a competitive advantage?
Two examples of information technologies used by FedEx are their comprehensive web site, FedEx.com, and their Ship Manager application. The web site allows customers to access information, track packages, and print shipping labels, which reduces costs by reducing the number of calls to the call center. The Ship Manager application allows customers to weigh packages, determine shipping charges, and print shipping labels, which improves customer service by providing customers with the tools they need to manage their shipping needs. These technologies help FedEx maintain a competitive advantage by reducing costs and improving customer service, which leads to increased customer satisfaction and loyalty.
How is FedEx using customer relationship management software to improve customer service?
FedEx uses customer relationship management software called Clarify in its call centers to make customer service representatives’ jobs easier and more efficient and to speed up response time. Clarify allows customer service representatives to access customer information quickly and easily, which improves the speed and quality of customer service. Additionally, it also allows them to track customer interactions and resolve issues more efficiently.
Option B:
1.Describe the ways two different companies use Michael Porter’s three strategies.
Michael Porter's three strategies are cost leadership, differentiation, and focus. Two companies that use these strategies are Walmart and Amazon.
Walmart is known for its cost leadership strategy, which involves being the low-cost provider in the market. The company achieves this by using economies of scale to reduce costs and by using information systems to optimize supply chain management and inventory control. For example, Walmart uses advanced analytics to identify products that are in high demand and to optimize its inventory to minimize costs.
On the other hand, Amazon uses a differentiation strategy, which involves offering unique products or services that are different from those of competitors. Amazon does this by investing in technology to improve
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