Layer View

These are the layered view of Fedex:
1. Business Layer: This layer focuses on the "what" of customer service. It maps out the key processes, roles, and interactions that contribute to delivering value to customers. Think of it as the blueprint of FedEx's customer journey, detailing touchpoints, pain points, and areas for optimization (Bowen Jr, 2012).

2. Application Layer: This layer bridges the gap between business needs and technology. It reveals the "how" of customer service, highlighting the applications and services that support each process. Imagine a detailed map of FedEx's digital ecosystem, showing how online tracking, self-service portals, and CRM systems work together to facilitate customer interactions.

3. Technology Layer: This layer forms the foundation, depicting the "with what." It delves into the hardware, software, and networks that enable the applications to run. This layer is like the engine room of FedEx's technology infrastructure, ensuring smooth operation and scalability to meet ever-growing customer demands.