QUME 380

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STUDENT ID – 655470524








CASE 15:

Answer the 2 team activity questions
on page 30.

Read the case on pages 32-33, and
answer the 5 thinking about the case questions on pages 32-33.


FedEx Case


Case Answers:


1: Customer Relationship Management (CRM) is
an approach to managing relations and interacting with its customers. CRM helps
in organizing and providing technical support, customer service as well as
maximize sales, attracts new customers and makes efficient marketing campaigns.
Examples of CRM applications are client service and call centers.


2: Clarify, the CRM software would have
numerous advantages for FedEx by using CRM applications. The software (Clarify)
that FedEx installed will help the company to save money monthly as
representatives answer quickly to the customer’s problems and are taking very
less time to help customers. In the call center employees will proceed the
request faster and more efficiently with the help of this software. On the
other hand, modifying the software using java code enables representatives to
save more time and helps them to move swiftly between different applications
and windows as all information will be available at one place.


3: Before the software Clarify was used  the representatives handled fewer issues
which means they used to take a longer time for each customer. But after
Clarify the company took less time to deal with more customer issues as well as
with the help of FedEx website the number of phone calls from customers
decreased. The software clarify helped FedEx get a positive response from the
customers and the representatives to be more cost and time efficient increasing
the customers and helped in growth of the company.


4: As a customer, I would prefer mechanized
service as human service can make errors sometimes and wastes a lot of time
whereas using mechanized service would give more accurate information and will
help in saving time.


5: As an executive for FedEx,  I would like to implement a private chat
software so that there can be a chat using the FedEx website between the
customers and the representatives of the company regarding client problems or
courier packages. I would also use a software to provide information regarding
the delivery time and date to the customer through a text message on the mobile
phone with the help of internet.





1) Role of a vice-president in business




Development of organization

Maintains labor and employee relations

Recruitment and Staffing

Controls Compensation and Benefits


Shared Information:

Payment of salaries and updated
information about employees pay raise is shared with the Finance department

Human Resources specialist also
help the management team that operates in designing the new models and system.





Responsible for creating annual budget

Plans financial investigation and prepares financial reports and

Maintains accurate accounting records and records business transaction


Shared Information:

The accounting department annual
and quarterly figures are shared with the Human resource to decide different
hiring opportunities

The financial and accounting
reports generated quarterly help the business members to determine new
investment opportunities for the growth of the company.




Tracks competitors moves

Organizes various analysis that would help to identify the different

Finds growth opportunities for the company


Shared Information

The marketing campaigns are
budgeted by the accounting department.

The marketing team reports the
growth data and statistics that assist the management team to dig deeper and
prepare for the coming years.



2) NEW


A new business opportunity that I would like
to pursue which does not need information technology (IT) is manufacturing a
machine that makes folding clothes easy. Simply place the clothes into the
machine.  It will fold the clothes,
choose to add any spray or starch as desired and folded clothes come out of the
machine neatly.There is a need to develop a product like this as people have
time constraints, resulting in one less household task which we all can benefit
from. The product would basically have three different panels in which two will
fold in. There will be a couple different sizes of this machine depending on
the income level of people. There will also be a battery-powered or
solar-powered machine. It will have different prices based on the size of the
machine to make it more affordable for people. To enter the market, we could
sell to other laundry companies or partner up with clothing stores that have to
fold the clothes in large bulk. We will launch this as soon as possible within
the year of 2019 and within Canada possibly reserve a spot at conventions, or
showcase at universities or small startup firm to advertise our product through