Caselet Code : CLSM024
Publication date : 2005
Subject : Services Marketing
Industry : Courier and postal services
Length :
 04 Pages
Price :  Rs. 100 (Detailed Pricing Info)

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Abstract

The caselet highlights the strategies adopted by some of the leading US courier companies in managing the surge in demand during Christmas holiday season. These include workforce strategies, use of technology and change in processes and procedures. The caselet also discusses the strategy followed by government-owned United States Postal Service (USPS) in handling demand during holiday season.
 


Issues:

» Managing demand and capacity

»  Internet and its role in managing demand in courier services industry

» Role of people in courier services

» Importance of process in services


Key words:

Christmas Season, FedEx, UPS, Demand-Capacity Match, Operational Infrastructure, Holiday Demand, Workforce, Shipping Volumes, Online Tools, FedEx Kinko's, United States Postal Service (USPS), Commercial Air Carriers, Outsourcing, Automation, Self-Service Kiosks.

 

Questions for Discussion:

1. Discuss the strategies adopted by the courier companies in managing the surge in the shipment volumes during the holiday season.

2. How will the holiday season influence the customer's desired service expectations and adequate service expectations toward the courier companies?