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Essentials of MIS 11 Video Cases

Essentials of Management Information Systems: Managing the Digital Firm, 11th Edition

Kenneth Laudon and Jane Laudon

Azimuth Interactive, Inc.

Copyright 2014

Questions and Answers

Chapter 1: Business Information Systems in Your Career

Case 1: UPS Global Operations with the DIAD

1. List the various ways that DIAD improves customer service.

Faster pickup and delivery schedules. Real-time tracking of packages based on bar code technology, and using Wi-Fi and cellular connections; a local Bluetooth network to connect the driver with the truck. GPS built into the unit to help drivers locate delivery and pickup locations. Color screen for customer to read shipping documents.

2. Write out the steps a package takes from pick-up by a UPS driver to delivery including the role of DIAD, the UPS Data Center, and the UPS Package Center.

• Smart label created

• Information sent to processing center

• Information processed—stored, address corrected

• Information matched to dispatch plan

• Package is sorted

• Another label is printed specifying delivery truck and position on truck

• Geo software used to continuously update dispatch plans for trucks based on current load

• Information is displayed on the DIAD IV identifying drop off order, position on truck

• At delivery, package scanned. Information sent wirelessly to processing center

• Customers sign on the dotted line on the DIAD IV.

• Main processing centers store complete track of package for customer tracking

3. What role does wireless communication play in the UPS systems?

DIAD IV is wirelessly connected to the main processing centers and the package centers. Generally UPS trucks contain a transceiver to work with the local driver's DIAD

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