問題詳情
(一) In the 1980s, overnight delivery services such as FedEx knew when theyreceived a package and when it was delivered. Facing stiff competition, FedExre-evaluated its business processes and determined that most customers eagerlywanted to know where in the delivery process a package was, especially when it wasnot delivered as expected. FedEx reached its first stage in the use of computers bymaking such information available to its customers via the Web.To do this, the company first sought to automate the extensive information byincluding truck loading, driver delivery, and customer signature on a hand-heldcomputer. The hand-held computers were plugged into a dashboard radio device thattransmitted the signature and delivery information within seven seconds to thecentralized FedEx database in Memphis, Tennessee, Customers could access thisinformation by calling a toll-free number and speaking to a customer servicerepresentative to learn, to the minute, where their packages were in transit.FedEx moved to the second stage when it made its package delivery databaseavailable on the Web to its customers. This allowed users to determine the status ofany of their packages. The move was taken to reduce demands on the customerservice department, but it had the added effect of increasing business by 15% almostimmediately, while at the same time reducing the cost of customer servicedramatically. This shift had several other subtle effects. FedEx was now viewed asbeing the innovator in the package delivery industry. Even though its shipmentprocess was unchanged, the Web-based information process enhanced the company’simage. A secondary effect was to reduce the threat from all competitors simplybecause they initially could not offer the same service and, if they did, they wouldclearly be doing so in response in FedEx’s innovation
【題組】56. According to this article, what concerns customers most when they send theirpackages?
(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.
參考答案
答案：D
難度：適中0.511905
統計：A(11),B(13),C(15),D(43),E(0)