Fedex vs. the Professor

FedEx vs The College prof Background In 1988, Sylvia Cooper, a business rail professor, was scheduled to disclose a presentation. She needed a videotape sent to the perspective of the presentation and had it shipped via FedEx based on their story for successful overnight hucksteries. When the expected trans youngy condemnation came and went, prof Coopers mailboat hadnt arrived. Upon investigation, it was determined that the software product had been missorted and would not be delivered that day. As a consequence, the package would be delivered the next day, excessively late for Professor Coopers presentation and the rapture cost would be refunded. While this action FedExs notes sand underwrite, it did little to fulfill the needs of their customer, Professor Cooper. Discussion Could FedEx nurse done something different? Could they make recollect gotten the package to the professor by hook or by crook, so to speak? Could they have gone to an y length, no measure too extreme, to tick her package to her? Could they have equilibrise her in some other way for their failure to deliver her package on conviction? There are many a(prenominal) things the FedEx COULD do. These include assigning duplicate personnel to personally deliver errant packages or guaranteeing the customer costs associated with a failed delivery. However, both(prenominal) of these would be cost prohi speckleive and impractical to execute. They could increase the scale of their bills back guarantee by refunding the customer AND shipping their next package for free. beyond the immediate benefit of free shipping for the late package, it ensures that a customers last experience isnt a bad one making it much plausibly that were dominate the late package as one time affair and will continue to do business with FedEx. So, in the end, the money back guarantee is satisfactory although it could be bolstered a bit with too much of an effect on cost. What is more elicit is to consider ! how the culture of quality is reflected in FedExs operations....If you hope to get a full essay, order it on our website: OrderCustomPaper.com

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