Which Aspect of Service Process Redesign Did FedEx Employ When

question 29

Short Answer

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

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Definitions:

Risk Taking

The act of engaging in activities or decisions that involve uncertainty and potential loss, with the expectation of achieving gains or benefits.

Managing Diversity

The practice of acknowledging, understanding, accepting, and valuing differences among people with respect to age, class, ethnicity, gender, physical and mental ability, race, sexual orientation, spiritual practice, and public assistance status.

Full Utilization

The practice of using all resources or capacity to the maximum extent possible, aiming for efficiency and minimizing waste.

Human Resources

The department within an organization that handles all aspects related to its employees, including recruitment, training, compensation, and employee relations.