FedEx: Systems Thinking

With annual revenues of $18 billion, FedEx Corp. is the premier global provider of transportation, logistics, e-commerce and supply chain management services. The company offers integrated business solutions through a network of subsidiaries operating independently, including FedEx Express, the world’s largest express transportation company, and FedEx Ground, North America’s second-largest provider of small-package ground delivery service. More than 2.5 million customers are connected electronically through the FedEx information network and approximately two-thirds of its U.S. domestic transactions are now handled on-line.   The FedEx Sales division has supported the 2.5 million customers by assigning responsibilities for account management based on a combination of account size, account growth, industry, and business needs. Various sales departments have existed to serve these accounts. At times, telephone sales or inside sales representative have had responsibility for those a...