Abstract

The caselet highlights the strategies adopted by some of the leading US courier companies in managing the surge in demand during Christmas holiday season. These include workforce strategies, use of technology and change in processes and procedures. The caselet also discusses the strategy followed by government-owned United States Postal Service (USPS) in handling demand during holiday season.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Managing demand and capacity
• Internet and its role in managing demand in courier services industry
• Role of people in courier services
• and Importance of process in services.

Keywords

Christmas Season, FedEx, UPS, Demand-Capacity Match, Operational Infrastructure, Holiday Demand, Workforce, Shipping Volumes, Online Tools, FedEx Kinko's, United States Postal Service (USPS), Commercial Air Carriers, Outsourcing, Automation, Self-Service Kiosks