Puttak Consulting Group

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Puttak Consulting Group

• Federal Express Canada
• Case Analysis
• Karen Aylward, Steven Saunders
• Travis Cormier

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Issue

• A breakdown in communication has occurred. As a
  result of this, customer expectations were not
  met and the services required were not fulfilled.

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Objectives

• Improve Customer service
• Establish long term relationships with customers
• Improve recovery program
• Develop new system so packages are not lost

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The 4 Rs

• Retention In a service company, retention of
  customers is vital to its survival.
• Referrals Establishing good customer
  relationships promotes the good-will of the
  company.

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The 4 Rs (contd)

• Relationships Building strong customer
  relationships is a very important
  aspect of a service industry.
• Recovery Rebuilding of relationships with
  unsatisfied customers when there is an
  incident of poor service.

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Situational Analysis

• More than 137,000 employees worldwide
• Provide service to 212 countries
• Offered the first money back guarantee on service
  commitment
• 250 customer service reps taking up to 33,000
  calls a day within Canada

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Situational Analysis

• Technology
• - COSMOS computerized tracking system
• - DADS computerized dispatch system
• Demographics
• - Wide customer base
• - Worldwide service

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Situational Analysis (cont.)

• Competition
• - Wide range of competition
• 1. Same Day right away
• 2. UPS
• 3. Canada Post

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Alternatives

• Status Quo
• Employee Training
• Improved labeling system
• New Customer service policy

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Advantages and Disadvantages
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Advantages and Disadvantages
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Objectives Met
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Objectives Met
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Recommendation

• We recommend a combination of improved employee
  training, improved labeling and the internet
  policy of alternative three (improved policy).

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Thank you!

• Questions?