Abstract

Though Federal Express (FedEx) began as an express air delivery company in the early 1970s, it has successfully transformed itself into an integrated transportation and logistics service provider. A major part of FedEx's success is directly attributed to its committed use of information technology (IT). IT has not only facilitated its business processes like operations, customer service and employee training but also integrated its information network with that of its clients to provide them with seamless logistic and supply chain solutions. This case study traces the evolution of FedEx's IT strategy.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

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Keywords

Information technology, Competitive advantage, Competitive positioning, Strategic technology management, Business model innovation, Customer service, Transportation, Electronic commerce, Internet, Strategy formulation, Corporate strategy, FedEx, UPS, Federal Express, Courier company