The first to let customers track their own packages. Today the site attracts more than 1 million page hits per day, and FedEx receives 70 percent of its customer orders electronically. So Smith is fighting back. Earlier this year, he ordered a fundamental restructuring of FedEx's organization and IT strategy. At the same time, FedEx is rapidly accelerating the expansion of its residential delivery service, FedEx Home, which it launched March 14 for B2C fulfillment.
FedEx insiders describe the changes as revolutionary and, to some extent, wrenching.
Technologies that deliver competitive advantage today can be me-too tomorrow. Tenn. In some ways, the same characteristics that made FedEx a model of operational efficiency have, in the era of e-commerce and virtual business models, hamstrung it. Until now, the various business units that make up the company operated autonomously. They also had their own IT organizations. That setup helped make the various FedEx units responsive, but it was tough on business customers.