Automation at Federal Express

Abstract

Electronic and computer systems are utilized to handle cost-effectively and efficiently customer requests for service or information. The use of electronic systems continues as a courier is dispatched to pick-up the package, and, as the package changes hands, tracking information is gathered by scanning the bar code on the air bill. The author discusses the tracking and other systems which Federal Express uses to rapidly respond to a customer's request for information about his package and for delivery of the package itself. It is shown that the systems available to the administrator are currently being upgraded to provide easier access to the many sources of information. Also being designed into the new systems are job aids to help identify alternative solutions to the current problem and to identify likely impact of a solution on the future status of the system. This system will be heavily dependent on artificial intelligence techniques, most specifically, expert system technology.<>