May 23, held in Sanya, Hainan Teradata database summit, China Mobile, China Telecom,

Federal Express (FedEx), China Construction Bank and a number of companies demonstrate to
IT data integration, analysis and services to enhance the tremendous benefit power. As a global
express delivery giant FedEx through the IT technology, real-time information processing,
utilization and consolidation, maximize resource value business intelligence, quality of various
services to develop a logistics index (Enterprise Service Quality Index, referred to as ESQI), in
order to achieve the key business indicators is always on the detailed tracking, in order to assess
performance and accurately guide the direction of continuous improvement. “FedEx ESQI
constitute more than 80 indicators, from a customer-centric point of view, on the FedEx service
to the accurate assessment of the situation, and in which all of the reports and analysis are based
on FedEx Enterprise Data Warehouse (Enterprise Data Warehouse) to carried out. “Federal
Express technology researcher Mark Cooper gave a presentation to. Powerful data platform

FedEx began operations in 1973 and headquartered in Tennessee, Meng Fei, fiscal year 2009
turnover of 35.5 billion U.S. dollars, the daily loading capacity of 8 million service over 220
countries and regions, 280,000 employees and contractors, 660 aircraft and 80,000 special
vehicles, IT systems to deal with every day from the Group of express, ground transportation,
freight forwarder, customer service, office, customer center, intelligent mail, trade network,
hundreds of millions of items of electronic transactions. FedEx Asia Pacific vice president of
information technology, Lin Da Bo Qin said FedEx annual investment of 1 billion U.S. dollars,
and constantly improve the customer experience and technology, and more than 7,000 worldwide
IT employees.

Mark Cooper believes that as the core of IT systems, data storage, extraction, analysis is
particularly important. FedEx IT and enterprise data warehouse is an integrated, cross-corporate
sector, in support of business processes to drive business decisions, provide support for large-
scale projects to promote the integration of four operating companies play a major role. IT
systems used by Federal Express is Teradata12.0 database, the current daily load more than 500
million records, seven operating companies, five international regions, more than 1.6 million
reports per month.

FedEx IT systems and database functionality so much today, went through a process of
continuous perfection. According to Mark Cooper describes, Federal Express was launched in
1994 from the IT system and database system building. At that time the system’s goal is to use
data warehouse for real-time data information into the processing, integration, mining data value.
Particularly in the data query, the real-time information processing needs support to tactical and
event-driven query response requirements, strategic and tactical decision-making exist query.
However, in the implementation process, we found lot of information duplication. Federal
Express to use the database field names to define “customer account number”, the customer
account information in 34 different field name. Another 7,000 have addresses in different forms,
there is more than 100 shipping information system, at all levels, the company’s various
departments are there a lot of repetition. “If you chain together these information points, like”
Star Wars “in the exploded diagram, particularly the interface between the application there is a
lot of repetition.”
It is understood that the cost of maintenance data from one million to two million U.S. dollars
between the cost of 35% to 70% between the various data redundancy, duplication caused. How
to reduce IT costs and promote business faster to generate income, minimize data replication is
the Federal Express long-term IT systems and database work. Said Mark Cooper, Federal
Express used to find similar in the United States Library of Congress contains the same
paragraph of the book’s principles, using Teradata data warehouse platform, a proprietary
method to realize the repeat data confirm and quantify the overlap database.

Weigh the quality of service

FedEx has long been full use of IT systems and data mining, on the key operational indicators to
track in detail to assess performance and provide guidance on the direction of continuous
improvement. In 1987, FedEx has developed its first service quality indicators (SQI): weighted
key performance indicators (KPI) system to measure customer under mandate failure caused by
customer dissatisfaction is weighted, on-time delivery performance from 95% growth to 99.7 %,
without significant increased cost.

According to Mark Cooper describes, FedEx corporate performance reporting mechanisms in the
past is very scattered and complex: more than 80 indicators related to customer contact express,
ground transportation, freight, customer service, office, service and other business areas and
operating companies of large amounts of data. Number of different measures of operating
companies, definitions, layout and delivery mechanisms, quality of service and customer
satisfaction between the two key metrics, there is no association can play the role of the data or
analysis tools. Through database mining, from the customer’s point of view of operational
performance, customer-focused on the operational performance measurement, use of
standardized indicators of infrastructure and more accurately assess the service delivery to enable
senior management to clearly understand the company quality of service and support for each
operating company’s specific reporting needs. Focused, consistent performance reporting
mechanisms to FedEx solutions beyond sales targets more than 50%. “Available data to establish
business processes around the prototype, providing visibility of business advantage and support
the right way to act”, which is Mark Cooper on the use of existing data warehouse data real-time
information processing, data integration, data integration, the benefits to the enterprise The
overall feel.

Information and Services Worldwide

FedEx Asia Pacific vice president of information technology, Lin Da Bo Qin said: FedEx
informed decisions in the IT area will allow the company a competitive advantage. We are
watching closely to our customer feedback application, and, where necessary, make appropriate
improvements. Customer experience will continue to be the courier business focus in the IT
sector.

Companies should weigh the IT strategy, take the right direction. They must have long-term
development of the mind, attention to IT and computer science of the development trend of
developing products that enhance the operational level of new applications Cheng Xu or system,
cost, and obtain long-term interests, which became Lianbang Express IT Xinxi department
Zhuyaorenwu.
FedEx is committed to developing a series of worldwide focus on the long-term development of
emerging technologies. For example, implanted in the major shipment of sensors, so that
customers understand the immediate shipment of temperature, vibration state, and other dynamic
information. Federal Express was a shipment of some high-value test run on this technology.
Ongoing research and development companies (such as Federal Express Innovation Lab) in three
to five years of planning time, shoulder the development of advanced optical scanning, robotics
and the future of pervasive computing technology task processing.

IT technology as Federal Express a competitive advantage in China a long time. Federal Express
since July 2004, the launch of the new “Pocket treasure” handheld computer – Pocket Express
wireless information processing system, based on GPRS (Communications Packet Radio
Service) technology, to quickly capture package information. Federal Express is the first use of
GPRS technology in China, the international courier company Federal Express in the global
market, China is the first equipped with state of the art scanning technology to enhance front-line
service quality, reduce pick time, and enhance the customer experience .

Currently, Federal Express 59 cities in China, the international express and domestic courier
services, are equipped with the “Palm treasure” hand-held computer. Customers can enjoy
international and domestic shipments real-time tracking inquiries.

In addition, fedex.com also been further optimized. The site launched in 1994, can now provide a
more simplified navigation, the customer can be obtained directly from the company home page
tools and solutions. “FedEx Ship Manager” online tool has been redesigned, simplified waybill
preparation, tracking and arrange couriers pickup process. Also streamlined the process in a
single shipment fill out the required form for all transport information. Customers can also
directly access Microsoft Outlook Web mail system address book, and use the associative input.

FedEx Logistics Services provides third party warehousing and delivery services for its
manufacturing and catalog house clients. Customers who call these companies for
products actually talk to a FedEx person who takes their orders and enters them into a
large Tandem order entry system. The order entry module is part of a comprehensive
Tandem-based supply chain management system which controls order entry, shipping,
invoicing, re-ordering, and payables.
 FedEx periodically
released new software
upgrades for this system.
The system had been in
successful operation for
many years, and the
original developers were
all gone. The
maintenance staff, of
necessity, was not as
familiar with all of the
intricacies of the system
as the original developers,
and the result was that
FedEx was experiencing
an unacceptable failure
rate of their new releases.

They decided that their

best solution was to
implement an automated
regression test system
that would thoroughly test
each release before it
went into service. They
retained The Sombers
Group to design and build
this system.

Relying on its extensive

testing experience,
Sombers built a system
that was totally script driven. The scripts simulated terminal input and were read and
interpreted by Sombers’ STAR product that sent messages to the Tandem system as if
they were terminal-generated. Other utilities simulated inputs from other sources such
as foreign IBM hosts.

All inputs and the resulting outputs – responses to the terminal inputs, responses from
or queries to remote hosts, database updates, and spooled reports – were captured and
compared to baseline results from the last test run. The only differences in the outputs
should have been those due to changes in the release. The output data from a
successful run became the baseline data for the next run.

Further information on this case study and the more general considerations that apply to
automated regression testing may be found in our white paper entitled "ARTS – The
Automated Regression Testing System."