The United Parcel Service has made great strides to incorporate its business with the entire world not just the United States. It has used technology to overcome eternal factors such as cultural differences, time zone, and currency differences and hardware constraints to streamline its organization and delivery system (Laudon, 7). ” The delivery day begins when the driver logs onto his Delivery Information Acquisition Device (DIAD).
This handheld device shows the driver the delivery route for that day. Each package has a scan label attached to it.The driver scans the label with the DIAD, which shows the best delivery route. Whether a package is a delivery or pick up all of the information attached to that package is on that label. When a package reaches its destination, the customer signs the DIAD. “The information is transmitted instantaneously to UPS’s computer network for storage and processing (Laudon, 16).
” This helps to keep costs and customer complaints at a minimum. UPS uses 108,999 Delivery Information Acquisition Devices or DIAD daily throughout the world to ensure customer satisfaction (United Parcel Service, 2012).Customers who have moved their company up to a global level may use UPS TradeAbility. “These international tools are free of charge to track and monitor the customer’s supply chain in motion, estimate landed costs, find harmonized codes, and check import compliance.
The client can also enroll in UPS’s Paperless® Invoice to easily submit customs paperwork electronically and accurately, reducing the risks of holds and delays (United Parcel Service, 2012). ” Quantum View is a new way for businesses to track their customer’s packages. With this program, business owners can see the exact location of a shipment.The customer receives an email stating when the item has shipped, if it has been re-routed and who signed for it. Quantum View also allows for a more accurate inventory of supplies in the warehouse (United Parcel Service, 2012). “ UPS has the use of many technologies to keep them ahead of the competition.
“These include handheld computers, bar code scanners, wired and wireless communications networks, desktop computers, UPS’s central computer, storage technology, UPS in-house tracking software, and software to access the World Wide Web (Laudon 18). ” UPS’s new business model is the commerce model.It includes globalism, connectivity, and service. On November 9, 1998 Chairman and CEO of UPS, James P.
Kelly stated, “In the pull model, customers use electronic connections to pull whatever they need out of the system. As an industry, we have a responsibility to not only take business where it wants to go today ... but anticipate where it will need to be tomorrow (Boulton, 1999). ” “UPS has spent over 11 billion dollars in one decade implementing their new business model (Boulton, 1999).
” UPS’s information systems solve the problem of ineffective customer service.By creating a business model that is in line with the twenty-first century, they have effectively improved customer service. A customer now has access to; “facility planning and design..
. customs and brokerage services... quality assurance and testing.
.. warranty repair...
order processing and fulfillment... after-sale servicing..
. customer-service call centers... private fleet management.
.. intermodal delivery... and state-of-the-art supply-chain information systems to track products through the entire product lifecycle (Boulton, 1999).