Season 3 Semi Final Business Case Scenario Submission of Submitted By : Lingraj Meher - From Team Wright | Submission Date & Time : 2021-03-14 03:32:32

1. SEMI FINAL S3 | BUSINESS CASE SCENARIO 08
Team- Wright
Name- Lingraj Meher
HeadInformationTechnologyandBusinessAnalysis
Assignment Taken:
Plan on IT Infrastructure Including Apps, Website/s, and Management Information System
Title:
AIRWAY Drone Service Delivery- On Time, Every time.
- IT Infrastructure & Management Information System.
Case understanding:
1. We are a courier service provider company, with targeted with PAN India locations and delivers to
most pin-codes.
2. As per our next step for business advancement, the Company's Board has decided to venture into
'Hyper Local Delivery space' and want to conduct local delivery through drones and we have access
to all necessary permissions. Our team was successful in testing deliveries.
3. Exploring the concepts of courier services few initial deliveries were experimented such as food,
Pharma & Internal Local deliveries with a hope in exploring more business areas for cost-effective
cargo deliveries.
4. As a proof of concept we received valuable feedback by Initial Users in terms of time saving and
displacement via traffic free innovations in spite of today's busy city roads.
5. Initially the company has decided to start this venture as "Short Range Drone Based Services"
accordingly company Intended for building an end-to-end Drone Operations & Management
Platform through which a rapid scaling of business can be achieved.
6. Inspired by the radical innovation in this sector, our company wants drone services to add value to
end users and as it is an extension of company's current services portfolios.
7. Efficient management of services in the field is required with effective coordination and motivation,
customer-focused employees. However, even the most committed workers cannot ensure optimal
serviceprocesses if they have to handle manual work on each step of servicedelivery. For this reason,
we decided to implement Field Service Management web and mobile applications, to bring benefits
to managers, dispatchers and technicians in the field, and completely digitize service processes.
BCS Solution Summary:
Actions to be taken:
Plan out & design an IT Infrastructure Including Apps, Website/s, and Management Information
System building an end-to-end Drone Operations & Management Platform through which a rapid scaling of
business can be achieved
Solution:
We plan to Implement the following IT infrastructure.
1) Hybrid cloud & Network

2. Thissystemwillexploitthe benefitsof publiccloudwhilemaintainingthe controlwe needwithprivatecloudtoenable
dynamic and optimized workload placement of courier deliveries to the customers.
To devise aclear strategyto increase networkcapacityand deploynew technologiestofuture we needto proof our
network and boost efficiency.
2) Digital workplace and collaboration
Provide workers with access to interface they need on the control device and operation system.
Automated Dispatching -
Fieldservice schedulingoptionsenable tofullyoptimizeourmobile workers’calendarsinreal time.Task assignment
issimplifiedwiththe automateddispatchingoption,basedoneachtechnician’sskillset,workers’availability,andtheir
current location.
With field service scheduling software, incoming requests are assigned to qualified technicians near the customer
location.WithdatacollectionintheGeographicInformationSystem[GIS],fieldworkers’routestoclients’destinations
are optimized, so driving time and costs are minimized.
Time Management-
Withandeasytoreadcalendaryouhave accesstofieldservice workers’schedules andworkorderdetailsinoneplace.
You see their daily, weeklyor monthly schedule and all the assigned tasks.Technicians’work time is registered, and
detailsabouttaskexecutionupdatedinrealtime.If anychangesare necessary,youcanre-planthetaskswiththedrag
and drop option in field service scheduling software and change the assigned technician.
Mobile Field Service Tracking
Task executionbyfieldservicestaff shouldadheretothe plans.Real-timetrackinghelpsyoucontrol eachtask’sstatus
and react when needed. With field service scheduling software and GPS integration you are tracking where your
remote workersare,whentheyare available,andwhatproblemsarise.Whencancellationsordelaysoccur,you can
use the easy rescheduling option to manage the changes and maintain a high level of service quality.
3) Service and experience management
Leverage the skillsandtoolsneededtomore effectivelymanage yourcloudestate anddrive new levelsof employee
experience.
Mobile Workforce ManagementSoftware-
Managingamobileworkforcerequiresthesmoothflowofinformationbetweendispatchersandtechniciansinthefield.Field
staff needtohaveaccesstotherightinformationattherighttimetomanagetasksandsatisfycustomers.If a servicevisitis
to be efficient, the field service professional needs important details about the task and the customer. The dispatcher is
responsible for providing the informationand controllingthe service deliveryprocess.To ensure high qualitycustomer
experienceinthelongterm,thereisalsoaneedtokeeprepairhistoryanddocumentation,enablingtheresolutionof future
issues. You can achieve it, thanks to our mobile workforce management software.
Mobile Workforce ManagementApp-
FieldService Managementmobileappenablestechnicianstoaccessworkorder data,no matter where theyare.The
app, available on Android and iOS, fullysupports communication between members of the fieldservice team. With
offline synchronization capabilities, FSM mobile app facilitates gathering mobile signatures, adding technicians’
comments about tasks, and creating completion reports that may be sent to the customer automatically.
4) System Security Infrastructure as code
We will transform our infrastructure to an enabler of business agility through a combination of software-defined
infrastructure, automation and continuous deployment.
Generating specific code as security to each services and checkpoints for authentic verification.
5) Managed edge and IOT devices
In order to deliver intelligence everywhere through managed edge and IOT devices as data’s center of gravity shifts
away from the core toward the edge.
All our infrastructure would be connected to a Global control/operation centre.

3. 6) Service Desk
Available 24/7,Service Deskisa multichannel (andmultilingual) single pointof contact with
highly-experienced IT specialists. Providing full support for end-users, it is responsible for
ticketmanagement,reporting(inaccordance withSLA),aswell as finding- andsolving- root
causes of any issues related to the infrastructure.
Our Service Deskisall aboutdeliveringthe rightsupportand top customerexperience.Plus,
itwill helpyouminimize the costsresultingfromforcedoffice downtimes,givingyoufullcost
transparency regarding its operations.
7) Global Operations Center (GOC)
AIRWAYDELIVERY 's Global OperationsCenterprovidestechnical supportforMonitoringandServiceDeskinthe area
of IT infrastructure and business applications. It informscustomers about the availability and efficiencyof particular
elements of their IT architecture, as well as their operating systems or platforms.
8) IT Integration
A group of services designed to adjust the customer's IT infrastructure to new,ever-
growing business and technical requirements. AIRWAY DELIVERY supports its clients
from the preliminaryanalysisstage andthe processof developinga new IT platform,
through the deliveryof appropriate equipmentandsoftware,tothe implementation
phase.
Integration services include the launch of new systems on modern platforms,
introductionof new functionalitiesbyupdatingsoftware,migrationbetweensystems,
and consolidation (or virtualization) of currently used environments.
9) Business Continuity
We will also provide a dedicated set of services which you don't have to worry
aboutthe availabilityof pending systemsanylonger.Plus,theywill guaranteethat
takingourinfrastructure backtothe state priorto anyincidentwillcome aboutin
a blink of an eye.
This solution is dedicated to clients for whom system unavailability may lead to
significantcontinual ordersandservices.Forthisreason,we offerour customers
a spare office drone for their key business, based on ready-to-use services.
Also,the firststeptowardsreducingthe numberof incidentsandminimizingtheir
troubling consequences will be an IT audit carried out by our experienced engineers and analysts.
10) Smart Field Management App
Some products such as may be ordered together with a service, manually
managing and planning service visits whilereceiving incoming orders, while
havingmanycustomeraddresses,canbe ineffectiveandextremelycostly. by
ensuringinstallationataconvenienttime.Fieldservicemanagementinretail
can be supported with the AIRWAY DELIVERY’s Field system management
(SFM) app,enablingeasyschedulingof service visitsandprovidingthe option
of a customerportal viawhichvisitdatesandtimescanbe changed.The app
can also be integrated with POS and ERP to ensure one view of the most
crucial details.
11) Repair Management
To ensure remarkable repair service, we have access to a list of all planned services, the
relationship between repair and warranty status, and replacement devices. To minimize
customerfrustration,theafter-salesteamshouldkeepthemupdatedaboutpotential datesand
timesof service visits.Whenthe repairiscarriedout,this shouldhappensmoothly.Tobe sure
that tasks have been completed, back office staff should have a view of the current status of
each plannedtask. Fieldsystemmanagement(SFM) apprespondstothese needsbyofferinga
calendarviewpresentingall plannedtasks,towhomtheyare assigned,how longtheymaytake,
and the current status of the task.

4. 12) Communication and Feedback
To avoidsituationswhichleadtocustomerdissatisfaction, we will communicate effectively
by sendingnotificationsortextmessagesof the currentstatusof the issue,includingdetails
of whenatechnicianshould arrive.Theyshouldalsomake iteasyforcustomersto
reschedule visitsasrequired.Automatedmessagescanprovide asolutiontochallenges
facedwhenimplementingfieldservicemanagementinretail.Thesemessagesare basedon
eventsrecordedinthe systemandonthe customerportal – a mobile appavailable for
customers,sotheycan change visitdatesandtimesshouldtheywish.
MANAGEMENT INFORMATION SYSTEM
AIRWAY Drone Delivery Services-
It includes the following:
• ERP (Enterprise Resource Planning)
• SCM (Supply Chain Management)
• CRM (Customer Relationship Management)
• KMS (Knowledge Management System)
• FMS (Field Management System)
• Mobile Workforce Management
Transaction processing system:
It representsthe automationof the fundamental,routine processusedtosupportbusinessoperations.Itdoesnot
provide anyinformationtothe userforhis/herdecisionmaking.PreviouslyTransactionprocessingsystemwas
knownas MIS. Priorto computers,dataprocessingwasperformedmanuallyorwithsimplemachines.
(INPUT) DATA--------→PROCESSING--------→DATA(OUTPUT)
Information system:
Informationsystemwhichprocessdataandconvertsit into information.A MISusesits data inputs.The information
generatedbythe informationsystemmaybe usedforcontrol of operations,strategicandlongrange planning,short
range planning,managementcontrol andothermanagerial problemsolving.Ithassome functional businessareas.
Theyare MarketingProductionHuman ResourcesFinance Accountingetc.
→DATA------→INPUT------→PROCESSING-------→OUTPUT----- ---→INFORMATION
1. HR Reports:To maintaintrack of all the employees
2. AccountingReports: To report onthe currentfinancial conditionof the organizationandthe operational
performance organization-wide.
3. Financial Reports: To reporton the financial conditionfromthe shareholders’perspective.
4. ManagementControl Reports: Reportson budget,costs,income,etc.,tohelphighermanagementgetapicture
of what’sgoingon.
MIS Reporting -Inventory
For organizationsdealingwithgoods,InventoryReportsprovidedataaroundthe availabilityof stocks,itemsthat
aren’tmoving,stockslocation-wise,etc.Thisishelpful totrackassets.
MIS Reporting -Management for Customers andvendors

5. An MIS reporton outstandingpaymentsandinvoicesfromthe customer’sperspectivehelpsreportonany
unaccountedordeficitincome.
MIS Reporting -Statutory Reports
Reportingisnotalwaysto highermanagement;certainreportsneedtobe sharedwithtax andgovernment
authorities.Theseensure regulatorycompliancewithrulesandlaws.
MIS Reporting -Payroll Reports
Reportsthat provide informationaroundtotal CTCof the entire workforce orthat of specificdepartmentsare
categorizedunderPayroll reports.
MIS Reporting -Manufacturing Losses Reports
Manufacturingdefects,productionfailuredue tofaultymachinery,oranynatural calamityhamperingthe
manufacturingwouldall be reportedunderthiscategoryof MIS report.
MIS Reporting -HR Reports
It includesreporting anythingtodowiththe workforce fromhiringorterminationdatatoperformance data,HR MIS
reportscovera wide range of employee-specificdata.
MIS Reporting -Manufacturing Report;
To report on all manufacturing data like goods, manufacturing date, Manufacturing batch, Manufacturing
location, Manufacturing Date/Time, etc.
Conclusion:
AIRWAY DELIVERY- IT Infrastructure & Management Information System involves then optimization of
numerous processes that combine to facilitate successful service delivery. Automation of different
operational areas can improve a company’s indicators considerably. Moreover, it can have a great impact
on customer satisfaction ratings, which is an essential part of a well-developed and innovative business. The
Techniques & tools presented above can help organizations to achieve a great level of service processes.
Even one well-implemented solution can lead to great improvement.
1. The applied solutions will help the company to improve customer satisfaction and service efficiency
on several levels. The most appreciated result is the reduction of manual work, which translates into
faster service delivery. With the implemented solution, the services are also delivered within the set
location. The Company can ensure 90% of delivery while the for this type of service in few minutes.
2. The implemented Field Service Management software fully automates and truly streamlines our
service delivery process. Since we deployed this solution, we have been able to eliminate a lot of
manual work and, as a result, to coordinate field task assignmentand execution more efficiently. This
tool enabled our organization to achieve better KPIs, both operational and strategic. Decreasing our
mean service time and providing it within the framework, these will definitely improve the
relationship with customers.
3. These changes could take place throughout the analysis and implementation process, underpinned
by their experience in the IoT industry, applied with appropriate modules, configured the service
workflows, and modernized the quality and productivity of the service.
4. Beside the quantitative results, the company and their clients also benefit from the quality of the
provided service. Customers receive updates via email, calls and text messages about service visits
and their allocated technician’s location. The mobile app enables managers and dispatchers to
control the quality of the technicians’ work. As a result, workers are motivated to follow the
procedures and ensure the expected quality of service.

6. In short, having access to a broad set of options and tools that can be tailored and deployed selectively to
meet the business and market needs of a given organization.
Further improvements can be achieved by implementing mixed reality in field operations. All necessary
information can be comfortably presented as an overlay of what a technician sees and also depends on the
needs of customers.

8. Please refer to the link for viewing the MIS FORMAT IN EXCEL
https://drive.google.com/drive/folders/1xJt3XpKsJvPJhI6dRC_bmU-VFjwfjgRF?usp=sharing