Special Exercises FedEx.The Package Delivery Service Is Committed to Accurate and Speedy

question 126

Multiple Choice

Special Exercises
FedEx.The package delivery service is committed to accurate and speedy delivery,along with excellent customer service.Information systems are vital to support the firm's complex operations and enable the delivery of 6 million packages daily.It coordinates 90,000 vehicles,677 airplanes,and 200,000 employees in 220 countries,while also ensuring that the firm meets its goals of accuracy,speed,and service.The chief information officer,Rob Carter,puts the emphasis on effectiveness,quality,and satisfaction rather than on efficiency and cost control.JetBlue.The airline industry is one of the most challenging industries for managers.Yet JetBlue,founded in 2000,became one of the most profitable airlines in the United States.Many credit CEO David Neeleman's dedication to monitoring the airline's performance and his passion for feedback.He jumps on a plane once a week or so,serving drinks and loading baggage.Along the way,he smiles politely at praise,but asks passengers to tell him more about their complaints.No concern is too small or too large,from a desire for better biscotti to a request for flights to Chicago.Neeleman gives employees the autonomy to make customer service decisions immediately."Employees at other airlines get so caught up in procedure⎯rules,rules,rules⎯that they often forget there is a paying customer there," Neeleman asserts.The following is a list of organization design terms.Mark which term best describes these two organizations.
-Goal of control is customer satisfaction

• A)FedEx only
• B)JetBlue only
• C)Both organizations
• D)Neither organization

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Definitions:

Public Emergency Services

Essential services such as police, fire brigade, and medical teams that respond to emergency situations to protect public safety.

Liable for Infringement

The state of being legally responsible for violating a right or law, typically referring to intellectual property rights.

Newspaper

A regularly published print or digital publication containing news, information, and advertisements relevant to a broad audience.

Photograph

An image created by capturing light on a light-sensitive surface, either digitally or on film.