ZIFFPAGE TITLEFedex Base CaseBy Deborah Gage Print
FedEx already saves money by steering inquiries to its Web site, so how can it justify spending $326 million a year on call-center reps?
Fedex Base Case
942 S. Shady Grove Rd.,
Memphis, TN 38120
Phone: (901) 818-7500
Business: Delivers packages and provides other business services in 215 countries and territories.
Chief Information Officer: Robert B. Carter
Financials in fiscal 2004 (through May 31, 2004): Revenue $24.7 billion; net income $838 million.
Challenge: Continue to improve customer service without raising costs.
- Improve productivity 5% a year, from $126,176 of revenue per employee in fiscal 2004.
- Grow revenue 10% a year, from $24.7 billion in fiscal 2004.
- Improve margin of operating profit to 10% of revenue, from 5.8% in fiscal 2004.
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