Introduction
Federal Express is one of the most renowned names in the freight logistics industry. Fed Ex provides customers and businesses various options in transportation, e-commerce and business solutions (FedEx). According to Fed Ex’s mission statement “customer requirements will be met in the highest quality manner appropriate to each market segment served” (FedEx). To ensure that quality standards are at expected levels, Fed Ex must review and analyze statistics involving on time delivery, customer feedback, and returns for damaged merchandise.
Business Research can provide important insight to an organization. Whether the research is for new business opportunities, improvements or corrections to deficiencies, the process requires the identification of an effective research question, development of a research design and identification of the sample design to be used.
Research Question
Do a majority of the customer complaints from FedEx involve damaged shipments or deliverables?
Research Design
The research design will use SQI, which is Service Quality index. At FedEx SQI is made up of eight categories; late packages (1 day), late packages (2+ days), missing packages, loss claims paid, damage claims paid, split shipments, missed pick up window, and missed pick up. A customer questionnaire is used to develop a study from the customer’s point of view. The mean and variances will be calculated through the use of the actual numbers from the FedEx Ground Intranet. The focus will be on late packages, missing packages, and damages.
Because there will not be a customer complaint if the package were not missing or damaged or missing and these categories in the database are customer driven. The amount of report packages damaged is the dependent variable and the late, damaged, and lost packages will be the individual variable. Late packages are those that arrive outside of the three to five day window of delivery. Missing packages are packages destroyed...