Abstract
The purpose of this study illustrats a cooperative case between FedEx "International Priority Direct Distribution ® Service" and P Company, which according the service touch points the customer journey to develop detail processes as well as providng customer values to satisfy customers′expectations and enhance supply chain effectiveness to P company. In the literature review, customer journey is an essential tool for customer experience management. Customer journeys provide complete and high-resolution insights to introduces customers through to meet the needs or all interactive events and experiences of same brand corporation, including a description of the event and experience.This study also reviewed the research and tools (1) Blueprint tool, (2) Storyboards, (3) Service touch points let we can understand the demands to create different customer journeies as well as describe detail processes on service touch points and provide customer values to deliver better customers experiences from service scientific views. In the Chapter 3, the study according to Service touch points of customer journey go through (1) Positioning customer value proposition, (2) Modeling for customer journey, (3) Analysis customer journey of FedEx "International Priority Direct Distribution ® Service" and (4) Summary. In this study, FedEx "International Priority Direct Distribution ® Service" provides 7 service dimensions (1) Pricing, (2) Quality, (3) Intergration, (4) Problem solving, (5) Adapbility, (6) Information competence and (7) Finance flexibility to evolute global supply chain model of P company. Keywords： Customer value, Customer Journey