FedEx Service Management Problem:Federal Express, commonly known as FedEx, is considered the largest American overnight mail delivery provider. The company has a massive workforce of nearly 300,000 purple-blooded employees. In addition to having more than 600 aircraft, FedEx has complex Boeing and Airbus models that transport more than 3 million packages daily. The company makes its deliveries using the unique hub-and-spoke system, which is primarily used to transport packages routed from different destinations to its headquarters in Memphis. The transportation and delivery of these packages features a huge team of employees sorting incoming packages every night with the help of an advanced conveyor belt. So this huge team of workers helps ensure that mail is sorted by destination during a four-hour period, which is typically the time before planes depart again. However, the company's operations in recent years have been marred by numerous complaints about poor delivery service, tarnishing the good reputation for customer service it had for years. FedEx Customer Service: Throughout its years in business, FedEx has been renowned for sparkling customer relationships and service. The company was able to build this reputation despite the presence of a very sophisticated logistics provider at Memphis International Airport (Trimble & Reichert, 2001, p. 36). The excellent customer service was also achieved due to the company's ability to assemble a huge team of workers to sort incoming packages in a short period of time. As a result, FedEx customers have become increasingly dependent on the promise that every package will...... middle of paper...... employees are rewarded periodically. Fourth, the company should conduct career enhancement training for its customer service representatives who will escalate difficult issues to the complaint management team. Conclusion: FedEx is a company that has achieved enormous success and profitability through excellent customer service as it is known for its good treatment of customers. However, it has recently experienced considerable difficulties due to poor customer service due to numerous customer complaints. This problem is attributed to the lack of standardized processes and tasks, the inability to set deadlines to achieve certain performance goals, and the lack of proper guidelines for customer contact and interactions. FedEx can solve this business problem through the application of operations management concepts and techniques..