(一) In the 1980s, overnight delivery services such as FedEx knew when they
received a package and when it was delivered. Facing stiff competition, FedEx
re-evaluated its business processes and determined that most customers eagerly
wanted to know where in the delivery process a package was, especially when it was
not delivered as expected. FedEx reached its first stage in the use of computers by
making such information available to its customers via the Web.
To do this, the company first sought to automate the extensive information by
including truck loading, driver delivery, and customer signature on a hand-held
computer. The hand-held computers were plugged into a dashboard radio device that
transmitted the signature and delivery information within seven seconds to the
centralized FedEx database in Memphis, Tennessee, Customers could access this
information by calling a toll-free number and speaking to a customer service
representative to learn, to the minute, where their packages were in transit.
FedEx moved to the second stage when it made its package delivery database
available on the Web to its customers. This allowed users to determine the status of
any of their packages. The move was taken to reduce demands on the customer
service department, but it had the added effect of increasing business by 15% almost
immediately, while at the same time reducing the cost of customer service
dramatically. This shift had several other subtle effects. FedEx was now viewed as
being the innovator in the package delivery industry. Even though its shipment
process was unchanged, the Web-based information process enhanced the company’s
image. A secondary effect was to reduce the threat from all competitors simply
because they initially could not offer the same service and, if they did, they would
clearly be doing so in response in FedEx’s innovation 【題組】56. According to this article, what concerns customers most when they send their
packages?
(A) How much the delivery of their packages costs.
(B) Who FedEx’s other competitors are.
(C) How skillful the FedEx staff are in using computers.
(D) Where in the delivery process their package is.
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