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27 From Caterpillar to Butterfly

Federal Express illustrates the importance of transformation,” argues Charles Brandon. “Originally, we were really operating a prototype system, though few “ of us realized that in the beginning. Our analytical and communication applications were generally copied or acquired from others, utilizing off-the-shelf, almost primitive systems.” FedEx became a leader in applying new technology to the business of transportation, only after going through an extensive transformation.

CENTRALIZED CUSTOMER SERVICE SYSTEM

Initially, our ground operations were modeled on United Parcel Service. However, we learned there was a profound and important difference between UPS and Federal Express. UPS had a large customer base, ...

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