(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】59. Which is NOT an advantage of FedEx’s second move, which made its package
delivery database available on the Web to its customers?
(A) It increased demands on the customer service department.
(B) It increased business by 15%.
(C) It reduced the cost of customer service.
(D) It enhanced the company’s image and reduced the threat from competitors.
Which is NOT an advantage of FedEx’s second move, which made its package delivery database available on the Web to its customers? 這不是聯邦快遞的第二招，這讓網路成為客戶在委託包裹遞送的資料庫所提供的一種優勢？
It increased demands on the customer service department. 它增加了 客 戶 服 務 的需求。
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