Caso A: UPS (pages 53-54)

63931 Diogo Estevens (33,3 %) 66020 Mariana Daniel (33,3 %) 67003 - Joana Rocha (0 %) 77169 Gessildo Bengui (33,3 %)

Grupo A14

1. Conceptual Model (1/2 page)

2. Strategic Objectives
Operational Excellence improve the efficiency of their operations in order to achieve higher profitability: Optimize the performance of every task(1); Package tracking information(2); Preventing any disturbances and consequently recalculating routes(3); Customer service in real time; Customer is able to access the position and trajectory of the package (4). New Products, Services, and Business Models - Information systems and technologies are a major enabling tool for firms to create new products and services, as well as entirely new business models: Investing heavily in advanced information technology (5); Sell services, such as tracking and cost calculations, to other companies (e.g. Cisco Systems); Create a system that manages global service orders and inventory for critical parts fulfillment(6); Establish a new division that provides a complete bundle of standardized services (7) ; Establish new logistics plan for the company that helped it reduce freight time in transit and consolidate inventory. UPS created a competitive advantage over their competition by achieving the previous strategic objectives and therefore achieving also an improved decision making.
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Caso A: UPS (pages 53-54)

Grupo A14

Note: Identifiers [(1), (2), (3),,(7)] relate the information system (answer to question 3) used in each strategic objective (answer to question 2).

3. Information Systems
Internet - UPS uses their key applications on this platform, including the OMS and the UPS Online Tools; 340 Methods help optimize the performance of every task (1); The information system using DIAD (5) (Delivery Information Acquisition Device) automatically captures, package tracking information (2), recalculating routes (3), customers signatures along with pickup and delivery information. Then it transmits it to UPSs computer network for storage, processing and can be accessed worldwide (4); OMS (Order Management System) manages global service orders and inventory for critical parts fulfillment, and can be used by other companies to manage their critical inventory (6); With this new information system implemented by UPS, UPS Supply Chain Solutions, the company created a new logistics plan that helped reduce the time for transporting the goods thus facilitating customers' needs. This new model helps UPS achieve operational excellence as it ensures customer satisfaction and reduced operating costs (7).

4. Information Systems
The information system chosen is the one using DIAD (Delivery Information Acquisition Device) as the main technology. Organizational Dimension: Senior Management makes long-range strategic decisions about products and services as well as ensures financial performance of the firm. In this case, a strategic decision of investing heavily in advanced information technology was made: establish an information system using DIAD to maintain leadership in smallpackage delivery services. Middle Management carries out the programs and plans of senior management by developing the technology agreed upon. Operational Management is responsible for monitoring the daily activities of the business. In this case, using the DIAD daily and monitoring its functionality and improvements. Management: Managers perceived the necessity of a technology that could face the business challenges that globalization brought. Creating DIAD showed itself to be a good bet. Technologies are never perfect the first time around so it was managed. The feedback from the employees was taken in to account. That is why DIAD is in its fifth edition of development in order to facilitate the employees job. Technology: The technology of this information system is the DIAD (Delivery Information Acquisition Device) that is basically a handheld computer which can access one of the wireless networks cell phones rely on. The DIAD is an example of advanced information technology that UPS invests to make your business more efficient and customer oriented.