Becoming a Technology-driven firm mid of 1 990 become the one of the first companies to create its own web Direct to customer API individual companies could integrate into their own customer service systems Web-based tracking system reduce call center traffic Established alliance with key vendors integrate tracking API into the vendor such as Oracle Peoplesoft, IBM,SAP, Harbinger by late 2000: 6 OnLine Tools Allow the customers to link their own customers Others functions(Exhibit 3)
Huang Lihua, Fudan U Becoming a Technology-driven Firm • mid of 1990: become the one of the first companies to create its own web. – Direct to customer • API :individual companies could integrate into their own customer service systems • Web-based tracking system: – reduce call center traffic – Established alliance with key vendors: • integrate tracking API into the vendor such as Oracle, Peoplesoft, IBM,SAP, Harbinger. – By late 2000: 6 OnLine Tools • Allow the customers to link their own customers • Others functions (Exhibit 3)
Becoming a Technology-driven firm A wide range of Web-supported product and service such as EDE, Return Service(exhibit 4) Late of 2000: e-Logistics+ e-Logistics To provide a complete menu of behind the scene service that would manage the entire back-end logistics process from the time an order was placed on a customer 's web to the time the order was delivered. Service included warehousing, inventory management, order fulfillment(pick, pack and ship), shipping and delivery, management reporting, returns management, customers care, and telephone support In the future. UPS expected to be able leverage its data and systems to further improve service
Huang Lihua, Fudan U Becoming a Technology-driven Firm – A wide range of Web-supported product and service such as EDE, Return Service(exhibit 4) • Late of 2000: e-Logistics+…… – e-Logistics: • To provide a complete menu of “behind the scene”service that would manage the entire back-end logistics process from the time an order was placed on a customer’s web to the time the order was delivered. Service included warehousing, inventory management, order fulfillment (pick, pack and ship), shipping and delivery, management reporting, returns management, customers care, and telephone support. • In the future, UPS expected to be able leverage its data and systems to further improve service
Case Study: UPS List the key changes in UPSS business strategy and business models since 1986. What were the key stimuli or causes for these changes What technologies are used in the package tracking systems? How are these technologies related to UPS 's business strategy? What would happen if these technologies were not available?
Huang Lihua, Fudan U Case Study: UPS • List the key changes in UPS’s business strategy and business models since 1986. What were the key stimuli or causes for these changes? • What technologies are used in the package tracking systems? How are these technologies related to UPS’s business strategy? What would happen if these technologies were not available?
Case Study UPS Technologies used include handheld computers with devices to automatically capture shipping information barcode scanners telecommunications for transmitting data, cellular phone network, and computer The strategy is still the original one: best service and lowest rate,,. Technology allows UPS and its customers to always know where a package is If the technology were not available, then UPS would, as it has through most of its history attempt to provide that information to its customers, but at a high price. Note the pressure to reduce process time and cycle time
Huang Lihua, Fudan U Case Study: UPS • Technologies used include handheld computers with devices to automatically capture shipping information, barcode scanners, telecommunications for transmitting data, cellular phone network, and computer. • The strategy is still the original one:”best service and lowest rate”. Technology allows UPS and its customers to always know where a package is. • If the technology were not available, then UPS would, as it has through most of its history, attempt to provide that information to its customers, but at a high price. Note the pressure to reduce process time and cycle time
Learn from the case The Information Systems Strategy Triangle Business strategy Organizational Information Strategy Strategy
Huang Lihua, Fudan U Learn from the case: The Information Systems Strategy Triangle Business Strategy Information Strategy Organizational Strategy