The document details UPS's advanced package tracking system, which focuses on customer service and operational efficiency through real-time data and technology integration. It discusses the implementation of a bureaucratic organizational model to streamline operations while enhancing the customer experience and competitive advantage. The system's capabilities include tracking packages, optimizing delivery routes, and providing accurate shipping information, ultimately aiming to improve decision-making and reduce operational costs.

2. The Big Brown, due to their vichales’ color or UPS, one of the most efficient largest
organizations, puts customer service as its first priority, an aspect of its organizational culture
that can be found obviously in its packaging information system.
They‘ve gained many efficiencies realized through adopting the bureaucratic model of
organization and responded to rapidly changing customer demand, reduced inventories to the
lowest possible levels, and achieved higher operational efficiency.

3. • R a p i d l y c h a n g e
• S t i f f C o m p e t i t i o n
• N e w Te c h e
• C h a n g e i n c u s t o m e r
d e m a n d
• E c o n o m i c
Process
Feedback
Input consists of raw
Input
data
from
environment.
an internal & external
Output
• Accurate pickup and delivery times,
• location while re-route, and
package recipient.
• Multiple reports, such as Package
status reports for Customers and
Customer Service representatives,
all packages for a specific account
or a specific driver, delivery route,
shipping information, rate
calculations, and package tracking.
• Update information to be available
on the Web.
• Cost Calculation
• Assessment of critical parts
inventory
• Notify customers of any changes to
flight schedules.
• Data collected are transmitted to a
central computer, processed, and
stored for retrieval to the customer via
UPS's Computer network to be able
to access worldwide by any device.
• Classify and arrange Data to
be tracked by customer
accounts, package categories,
drivers, and other components.
• Calculate Destination, Fee due
to package weight, and
packages rate.
• Info about sender, destination, and
package arrival time, Package details,
• Customer signature,
• Pickup, Delivery, time-card data,
• Weather conditions, Traffic
information, and Current Stop
Location.
• Delivery trucks speed, Num. of orders,
• Customer clearance documentation,
• Fees according to the type of
Package,
• Terms & Conditions, and
• Tariffs according to each country.
Environment
Information System
Three activities in an IS generate the information needed to make decisions, control, analyze problems and create new
products and services inside any organization. Before identifying the three activities, we must understand the dimensions of an
information system (IS), including Technology, people, and organization. Figure 2 illustrates the relation between the three
dimensions of IS and organizational objective achievement.
What are UPS's package tracking system's inputs, processing, and outputs?
Case Study Questions

4. UPS Barcode
package tracking
on UPS's website
A comprehensive packaging report that
monitors an order's status, from the import
phase to its arrival, updates in real-time.

5. Information
System
• Analyze packaging details; the
sender, the destination, and the arrival
time
• transmitted information from the “smart”
label to one of UPS’s computer centers.
• Optimize drivers' trip duration (Refine
the delivery trip rotation) DIDA
• Optimize online order placement, and
track parts from the warehouse to the
end user.
• Provide assessment for critical parts
inventory.
• Provide Package status reports for
Customers and Customer Service
representatives.
• Provide multiple information sources
accessible to customers (print and
download their labels or access UPS's
website.
• Provide shipping rates calculation.
• Optimize seamless accessibility of
information from the company's
Website using computers or mobile
devices including (iPhone, BlackBerry,
and Android smartphone users).
Business Solution
Business Challenges
• Enhance Competitive advantage.
• Achieve higher levels of Operation Efficiency and Productivity.
• Reduce inventories to the lowest possible levels
• Build an integrated and interconnected supply chain system.
• Increase Customer Service Level
T E C H N O LO G Y
O R G A N I Z AT I O N
• Develop New Business Strategy includes new
Business Model.
• Invest In Technology
• Anchoring the package tracking system in
UPS’s sales and production functions.
• Develop a change management strategy
• Develop an Innovation strategy
• Support change management decision
• Develop a computer-based IS (package
tracking system).
• Deploy handheld computers DIAD, barcode
scanners, desktop computers, and wired &
wireless communications networks.
• Develop a data center and storage tech for
the package delivery data.
• Develop in-house package tracking software
& software to access the World Wide Web.
• Incorporate assistive tools such as Cisco
Systems to cost calculations on the UPS
website.
• Implement a dynamic software delivery route
that considers the traffic
Create an integrated Supply
Chain Solutions System.
• Operational Excellence ( Reduce
Cost; Reduce inventory Level;
Eliminate Waste (time & money);
Decrease overhead Cost. (Save
28 million miles, burn 3 million
fewer gallons of fuel annually).
• Increase Profits.
• New Products, Services, and
Business models
• improved decision-making
• Increase Customer Satisfaction
• Enhance Its Global Supply
chain efficiency.
• Optimize online order
placement, and track parts from
the warehouse to the end user.
• Skilled drivers. (trained to use
“340 Methods”).
• By doing all mentioned above
better than its competitors, they
already achieved a competitive
advantage.
P E O P L E
• Develop a driver's Training program on the
package tracking system.
• Devise Technology Strategy
• Monitoring service levels and costs
• Implement a new business process
• Develop a New Product
• Promote the company’s strategy of combining
low-cost and superior service
• Support UPS's culture

8. Computer hardware & Networking and telecommunications
technology:
• Handheld Computers DIAD
• Barcode Scanner Device
• Desktop Computers
• Central Computer
• Wireless networks
• Storage technology for the packages data
• Trucks speed sensor and GPS.
What technologies are used by UPS? How are these technologies related to UPS’s
business strategy?
Computer Software
• UPS in-house package tracking
software
• Calculation Fees Software (Cisco)
• Mobile Application
• Mobile Web
• Software to access the World Wide Web
• Barcode Scanning Software.
In operation, achieving a low-cost strategy while focusing on service quality through differentiation can be
pretty difficult to be achieved.
Using the technologies, creating a new business process, controlling costs, and providing the highest level of
customer service, empowering them to solve business problems, meet expectations globally and helped UPS
accomplish its strategic goals.
the UPS package tracking system is a key competitive advantage. The system enables UPS to differentiate
itself from its competitors by providing customers with real-time package tracking, which enhances the
customer experience.
Overall, the UPS package tracking system is a critical component of the company's MIS, providing real-time
visibility into the movement of packages and shipments, optimizing operational efficiency, and enhancing the
customer experience.

9. UPS invests heavily in information systems technology to make its business more efficient and customer-oriented by
achieving the most critical business objectives.
• Operational quality; UPS provides the most efficient service to its customers while achieving cost efficiency. UPS
saves millions of miles and gallons of fuel each year due to using this technology, respectively increasing its profit. The
system also enables UPS to offer premium services, such as same-day delivery and guaranteed delivery times, which
can be a significant source of revenue.
• New products, services, and business models; In 2006, UPS started running the supply chains of medical device
and pharmaceutical companies that became efficient business solutions that allowed Medtronic to close its distribution
warehouse and significantly reduce the costs of processing each order.
• Customer and supplier understanding; UPS met its customer needs by allowing customers to download and print
their labels using special software provided by UPS or access the UPS website. Provide accurate time information
about the route, shipping rate, and other information related to their packages. Allowing them to calculate package fees.
Additionally, using the data to analyze customer behavior and preferences allows them to tailor their services to meet
customer needs.
• Improved decision-making; Real-time data enhances the ability of managers to make decisions. The availability of
data at the abundance and accurately made possible by the use of Special software, managers have a better chance of
making good decisions that positively impact their business process, such as creating the most efficient delivery route
for each driver considering traffic and other facts to reduce the amount of fuel consumption costs. Also, they can use
the data to identify bottlenecks in the delivery process and make changes to improve delivery times.
• Competitive advantage; By doing all mentioned above better than its competitors (better performance and better
response to suppliers and customers), they already achieved a competitive advantage.
• Survivor; UPS invests heavily in technology, which makes keeping up with competitors and adapts with any
environmental change.
What strategic business objectives do UPS’s information systems address?

10. What would happen if UPS’s information systems were not available?
• Outdated business processes
• Increase the waste (money & time)
• Loss of existing customers and lack of potential customers
• Increase Operational Cost
• Reduce Market share
• It could be turning to Nokia, which didn't cope with the rapid environmental changes.
UBS followed, since its inception, a bureaucratic culture and the application of a business model that achieves
efficiency and profitability, permeated by routine performance along the organization's functional structure, but with
the rapid changes of environmental factors, the change in profitability concept and the importance of EVA concept
along with globalization, stiff competition, and the intervention of technology to transform this functional hierarchy into
flatten, flexible, and adaptable to any changes that occur. Some of the problems that could arise if UPS's information
system were not available:

11. UPS Express
UPS Worldwide Express Freight
Total control of imports
Time saving tip You can also look up receiving
rates in the ‘Calculate Time and Cost’ section on
the UK homepage at www.ups.com
kind of information and services does the Web site provide for individuals, small businesses, and large
businesses? List these services
• UPS Tariff/Terms and Conditions of Service and UPS Rate and Service Guide
• Zone tables
• Information about How to calculate your shipment rate and e Billable Weigh
• Information about dimensional weight- for small packages shipments
• Changes to rates and additional charges
Information
Services
UPS classified its services by Type and size
By type includes; shipping, international trade (integrating
global management software, UPS Developer Kit, Tracking
Services (a range of tracking tools), Integrating UPS
Technology that provides ready-to-use technology,
Application Programming Interfaces (APIs)
By size; for small business; Small Business Shipping
Solutions
MIS IN ACTION

12. THANK YOU