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SERVICE MARKETINGPRESENTATION REPORT

I. COMPANY BACKGROUNDName: FedEx Corporation

Founded: 1971 (incorporated)1973 (began operations)

Industry: Courier

Scope: 215 countries from > 360 airports all over the world

Workforce More than 140,000 employees worldwide

Volume Approximately 3.4 million packages and 10 million pounds of freight

daily

Air Fleet 654 aircraft, including:

71 - Airbus A300-600s

56 - Airbus A310-200/300s13 - ATR 72s

26 - ATR 42s79 - Boeing 727-200s

1 - Boeing DC10-10s

6 - Boeing DC10-30s57 - Boeing MD10-10s

12 - Boeing MD10-30s

57 - Boeing MD11s

10 - Cessna 208As242 - Cessna 208Bs

24 - Boeing 757-200s

DeliveryFleet More than 43,000 motorized vehicles

II. CASE QUESTION

1. Distinguish core, supplementary and facilitating services of FedEx?

1.1.Core services: Courier services including:FedEx International Priority

Time-definite, customs-cleared, door-to-door delivery to more than 200 countries,typically in 1, 2 or 3 business days, and next-business-day to thousands of U.S.destinations.

FedEx International Economy

Economical, day-definite, customs-cleared, door-to-door delivery to major economic

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centers, typically in 2-4 business days.

FedEx International Priority Freight

A time-definite, premium airfreight service for international shipments containing

unitized, forkliftable single pieces or skids above 68kg, delivery typically in 1, 2 or 3business days.

FedEx International Economy FreightAn economical, day-definite, customs-cleared, door-to-door service for shipments greater

than 68kg destined to major markets in Asia, U.S., Canada and Mexico. Transit times are

typically 2-4 business days. Advance booking required.

FedEx International Broker Select

A flexible option combining the speed and reliability of FedEx International Priority with

the specialized expertise of your own broker, allowing unlimited number of commodities

per air waybill, and delivery either door to broker, or door to broker to destination.

FedEx International Priority Direct Distribution

Delivery of a bulk shipment from an international origin to multiple addresses within asingle destination country. The shipment clears customs as a single unit with delivery

time in just 2-4 business days. Virtually unlimited size and weight for individual pieces in

break-bulk shipment.

FedEx Import One

Allows you to import your shipments with FedEx International Priority or FedEx

International Economy. All shipping charges are quoted in your local currency.

1.2.Supplementary services: Consultation: Advice:

o When a shipment has arrived its destination, customers are advised in terms of

customs

Hospitality: Greeting:

o Previous customers are quickly identified when they ring in

o All new customers within 24 hrs have a thank-you call and confirmation of

reservation

o Customer service number can be accessed any time

Safekeeping: Baggage handling:

o Internet-based system allows customers to keep track of their packages

o Special software helps customers monitor, control their goods and improve

their warehouse

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Delivery: process of package delivery

Tracking delivery: by email, reference, tracking number, using FedEx desktop

Exceptions: timely response to customers requests (software: DADS)

Packaging: packaging in variety of shapes and sizes and free of charge when

shipment is taken to FedEx.

1.3.Facilitating services: Information: Documentation:

o How to fill out an air waybill

o First-time customers are highlighted on daily call sheet summaries

o A kit of information is delivered to new customers within two weeks of

their signing with FedEx.

o Software guides the users through preparation and information of

exporting

o Rates and transit times

o Manual guidelines for packing

o Service location & hours of operation

Order-taking: FedEx supplies request form ( Available at

https://www.fedex.com/vn/supplies/?link=4)

Procedure: software is designed to enable customers to complete transactions,

call for courier pickups, etc. through Internet

2. In what ways does this case illustrate risk and control theory and

management?

Types of risks and Theories applied: Functional risk: how customers are ensured their packages are delivered on time

and to the right places?

Psychological risk: customers fears of poor performance (goods are damaged,

trouble with paper works, etc.)

Behavioral Control:

o

Software is provided for customers to keep track on their goodswhereabouts and handle their returns and repairs (EC- Manufacturing, EC-

Return Management) using tracking numbers, reference or email.

o Customers can download preparation guides on filling airway bills,

commercial invoice or packaging on official website

o Customs Clearance Department expedites duties and taxes upfront on

behalf of customers.

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Temporal risk: there might be worries about unexpected delays of the delivery

Cognitive Control: customers are informed of the delay and can choose among

alternative routes and transportation options for shipment (have software to predict

weather, traffic, etc. FedEx plots alternative routes)

Financial risks: will there be extra expenses and unexpected costs? Behavioral Control: Software (FedEx Ship Management) provides rate quotes so that

customers can begin their budgeting and accounting process immediately. In addition,

customer can go online to check rates and transit time.

III. APPLICATION CASE: MOBIFONE

Company background:

Name: MobiFone

Industry: Mobile TelecommunicationsFounded: April 16, 1993

Staff: 3,000

Parent: VNPTCoverage stations: 20,000

Subscription Growth from 1993 to 2010

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o Sent texts to a group of people (MobiList)

o Check mail via mobile (BizMail)

Facilitating services:

- Information:

o Service site: details on Mobifones shop is available online or printed on thebackside of invoice.

o Notification of changes: information about promotion, new services is available

online or automatically sent to customers cellphone.

o Responds to customers queries: Hotline services including Smart Care - 9224,

888 - Hotline to direct sales team

o Summaries of account: customers can check account via texting, calling

o Instructions on using services: specific information on using core services and

value added service such as Funring, Music talk, Voicemail, Mobichat, etc and

payment, price,

- Payment: customers can choose to pay online or pay at home wherebyMobifones employee will come to customers house to collect money (forpost paid users) or using MobiEz, paper card or card code (for prepaid

users)

- Physical evidence: offices (5 centers- 106 offices nation wide) with

amenities.

RECOMMENDATION

o Update and check up technology to avoid mistakes

o Provide clear information on services

REFERENCES

FedExs website. Available at URL: http ://www.fedex.com/vn /

Mobifones website. Available at URL: http ://mobifone.com.vn/web/vn

http://www.fedex.com/vn/http://mobifone.com.vn/web/vn/http://www.fedex.com/vn/http://www.fedex.com/vn/http://www.fedex.com/vn/http://mobifone.com.vn/web/vn/http://mobifone.com.vn/web/vn/