|
Web Accessible Product Delivery/Tracking Systems
Small business can partner with delivery carriers
(FedEx or UPS) to launch a web accessible system that helps the
product delivery
While most firms recognize the importance of managing customer
service, few have developed systems to increase customer service
performance in the online world. Although these small businesses
have realized that advanced digital technologies can bring them
great opportunities to improve the efficiency and effectiveness
of their customer service efforts, they encounter puzzles in identifying
which e-business application to adopt (Levenburg 355.)
Instead of creating and maintaining a delivery system of their own,
which more likely accompanied with high risk and costs, firms, especially
those with small scale, can outsource a mature developed system
by cooperating with some delivery carriers, such as UPS or FedEx.
As the two giants among the logistics providers, both UPS and FedEx
have created their shipping management system separately. In the
following discussion, the delivery system designed by FedEx, FedEx
Ship Manager, will be used as an example to show the functions and
advantages of this kind of system. (Information was taken from http://www.fedex.com/us/.)
FedEx Ship Manager. A retailer
or a small business firm can get the FedEx Ship Manager system by
signing a contract or opening an account with FedEx. Users can obtain
a full range of shipping functions from the powerful hardware solution,
which help the users to handle large volumes and automate their
entire shipping process. By using a FedEx Ship Manager system, a
small business firm can accordingly improve efficiency, reduce errors,
and eliminate paperwork. The benefits of the FedEx Ship Manager
system include:
FedEx Ship Manager Software: users
can contact their FedEx Account Executives to download a copy of
FedEx Ship Manager Software. This software is easy to install and
makes the process of shipping dramatically efficient. By utilizing
the full range of shipping functions provided by the software, users
can easily, quickly, and thoroughly manage their shipments.
Domestic and International Shipping:
"Streamlines shipment processing including future day and domestic
FedEx 'Collect on Delivery shipments.'" (FedEx
1)
" Management Reports: With the assistance of this system, which
automatically helps users to generate management reports on shipping
expenses and activity, users can gain greater control over shipping
costs and decrease process problems.
Export Data: The system can send export
data to customs officials electronically, which therefore could
greatly enhance users' competitive position in the global economy
and make the international paperwork simpler.
Address Book: As a component of the
delivery management system, the Address Book function is good in
saving users' time and effort to complete shipping labels to frequent
recipients. Users just select a recipient from the address book,
and at the same time, the "ship to" information is automatically
completed.
" Real-time tracking: The real-time package tracking system
makes it possible that customers can check the status of shipments
and confirm delivery worldwide directly from the FedEx network.
For a small business firm who wants to employ the web accessible
delivery system, it only needs to prepare (from the FedEx web-site):
19 square feet recommended for standard system
LAN connection or dedicated dial-up telephone line for each system
Environment that is 50-95 degrees Fahrenheit
A/C outlet within 3 feet of the system with dedicated 20-amp, 3-prong
grounded duplex; frequency of 60Hz +/-2Hz; voltage of 110Vto 120V
FedEx Ship Manager Includes the following hardware:
Base unit: Pentium PC
Color Monitor
Standard Keyboard
Report printer: Lexmark 2380 Plus report printer
Thermal label printer: Zebra 2844
Mouse and mouse pad
Modem
The FedEx Ship Manager system also provides users with functions
and step-by-step instructions of Closing Shipment, Backing up Databases,
and Restoring Databases. When a database is damaged or lost on the
FedEx Ship Manager system, users can restore a database from a hard
or floppy drive by keeping backups of the databases, which help
users to lower risk and give users more security.
FedEx also provides users with exclusive integration tools that
enable simple, fast and reliable data sharing. As one part of FedEx
Ship Manager Software, the integration system keeps the latest customer
information and disseminates tracking and billing details. Is works
with databases like Microsoft Access, Microsoft Visual FoxPro, Microsoft
SQL Server, Oracle and QuickBooks and therefore is very flexible.
It will routinely access essential information for shipping, billing
and tracking in real time.
FedEx provides technical support and expert support, staffed with
teams that can help the users every step of the way of using the
system.
Insight to the tracking system (using
UPS for example.) Another candidate as a supplier/outsourcer
is UPS. This successful delivery carrier receives average 10 million
daily online tracking requests annually. UPS is the leader in using
Delivery Information Acquisition Devices (DIAD), a hand-held electronic
data device that UPS began issuing its delivery driver as early
as 1991. The portable devices make the electronic capturing of signatures
possible and combine data entry with cellular technology. Packages
can be tracked from anywhere in the world. With this high tech system,
shipments are tracked from the moment they are picked up to the
moment they are delivered. UPS's newest handheld device, known as
the DIAD IV, contains 128 megabytes of memory, 20 times the capacity
of the DIAD III. More importantly, it has Global Positioning Satellite
technology and multiple wireless connectivity options. (Appendix
A) Drivers just enter the name of the receiver and push a single
key to complete the transaction and send data. The data is sent
immediately, even before the driver goes back to his truck. It is
both the exchange of information for internal activity and the capturing
of real time information to get to customers that makes DIAD system
critical. The meaning of adopting DIAD is not only in the elimination
of paper, but also in how fast and accurately information can be
transferred ("Tracking"
20.) Using a tracking number or a customer-created reference number,
internet shoppers can track freight and shipments directly from
the tracking page at www.ups.com. UPS also provides customers with
the Flex Global View software, which would send delivery and exception
notifications for shipments, as well as give detailed visibility
into the customs clearance process. Besides, its Quantum View visibility
tools also allow shippers to set up automatic delivery status alerts
to end customers for small packages tracking, which give those internet
shoppers immediate visibility into their order shipments (Kilcarr
168.)
|
