Communication Case study: Relationship Officer
Communication Case study: Relationship Officer
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IV. CASE STUDY
Your Employer – FedEx Office
You are an account representative with FedEx Office. Your job is to secure relationships with client
organizations. Your company melds the parcel moving capabilities of FedEx with printing and data
capabilities. Your customers are businesses that need to distribute information to their clients or internal
users (e.g., training information, product information, manuals). Unlike main line UPS or FedEx, your
employer does not move parcels or freight. Instead, your company helps clients disseminate data to users.
In most cases, the data and information disseminated are non-routine (i.e. specific to a certain product,
project, or program). An example would be copying, packaging, and shipping training materials and
operating manuals to sixty-four hospitals and other facilities owned by Trinity Health group.
FedEx Office can print, store, disseminate, package, and otherwise prepare documented materials. Its
facilities are located in all cities in the United States with populations in excess of 20,000. The firm can
ship to any location that can be reached by road. Data can be transferred between any of the nearly 2,000
FedEx Office locations. All locations feature printing, binding, cd or DVD burning and other data
packaging capabilities. All locations are served by FedEx pickup and delivery. All locations offer a
range of delivery options (next day, same day, two business days) very similar to those offered by UPS.
FedEx Office can ship across the world. In some nations, agents of FedEx Office (other firms) are
engaged in delivery. FedEx Office facilities are located only in the United States (all fifty states) and
across Canada.
Your Prospect – ProTrain, Inc.
You have been contacted by ProTrain, Inc. ProTrain is a training services company that provides an array
of packaged training programs to businesses across the United States and Canada. The company is based
in Dallas, TX. It has sub-offices in Los Angeles, CA and Stamford, CT.
ProTrain has been in business for fifteen years. It was started by Chris DeFore. DeFore is a professional
human resources trainer and holds several national standards certifications in the human resources area.
DeFore earned an MBA from Stanford University.
In 1999, DeFore convinced six fellow human resources trainers to form a co-operative. The trainers
began training human resources managers in the health care area. Over the years, DeFore and the
partners built relationships with trainers from other disciplines (e.g., Six Sigma, ISO 9000, Microsoft
Office, and other areas where business often job out training.
Word of mouth and positive experience allowed DeFore and the partners to establish a network of 200
contractor trainers across the U.S. and Canada. ProTrain offers training solutions for seventeen
specific applications.
Do not create SPIN questions.
Step 1: Determine what solutions FedEx Office can provide
Step 2: Determine the relevant facts for ProTrain – background and training materials process
FedEx Office Background:
• Account representative with FedEx Office
• You secure relationships with client organizations
• The company merges the parcel moving capabilities of FedEx with printing and data capabilities
• Customers are businesses that distribute information to their clients or internal users
• The company has 4,000 FedEx Office locations
Pro Train, Inc. (Client) Background:
• Training services company providing packaged training programs to businesses across the U.S. and Canada
• Based in Dallas with sub offices in Los Angeles and Stamford
• Has been in business for 15 fifteen years
• Started by James DeFore, a professional human resources trainer
• Currently have network of 200 contractor trainers across the U.S. and Canada
• Offers training solutions for seventeen specific applications
Important things to remember
1. Discernment of relevant facts
· Clearly and concisely recap the relevant situational facts related to:
• The breadth of FedEx Office solutions
• ProTrain background
• ProTrain process for producing and shipping materials
2. Identification and evaluation of potential Problems
· Clearly and concisely identify and evaluate four (4) or more problems deduced from the relevant facts.
3. Identification of potential implications or outcomes of the problems
· Present four (4) or more clear and logical potential implications or outcomes of the identified problems for at least two of the parties involved (client, client employees, customers, and others)
4. Identification of potential solutions
· Develop at least four (4) logical solutions with clear correlation to the identified problems and justify your evaluation with reference to the relevant facts. List any additional assumptions.
5. Identification of benefits related to the identified solutions
· Present four (4) or more benefits derived from the proposed solutions to two or more of the parties involved (client, client employees, customers, and others).
