Simon Alvarez
ISQS 5331
Case Study 1: UPS Global Operations with the DIAD
1) The DIAD system allows several improvements to customer service for UPS. Due to the various ways of connectivity as well as the real time updates to the driver and the customer, the DIAD system allows for faster pickup and delivery. It also allows for real time tracking of the packages due to the barcode technology as well as the DIAD. This combined with the several different wireless technologies available with the DIAD allows the customer to know where the package is at any point in the delivery process. This DIAD also has a built in GPS. This helps the drivers locate one-time pickups and allows making them in an efficient manner as well as helping the driver locate delivery and pickup locations. The DIAD also features Bluetooth connectivity that connects to a local network, which allows the driver to connect to the delivery truck. The DIAD also features a familiar color touch screen interface, which allows the customer to sign for and see their shipping documents. All of these options allow the DIAD system to improve customer service through speed or through the customer’s ability to be involved and knowledgeable of the location of their package.
3) Wireless communication plays a paramount role in the UPS system. DIAD is connected wirelessly to the distribution and processing centers as well as the package centers. The DIAD features several different types of wireless connectivity. It features CDMA and GSM connectivity, which allows cellular service connectivity. This allows the drivers to communicate with other drivers, trucks, and the facilities. They also feature 802.11b wireless connectivity, which connects between drivers, trucks, and facilities when the driver is near a Wi-Fi location or the home facility.
The new generation of DIAD will feature Gobi radio technology, which will allow the device to connect to the best available and cheapest cellular signal it can find. This will allow a large range of connectivity especially overseas and will help improve customer service even further. DIAD also features Bluetooth. This allows wireless connections between the DIAD device and the on board computers on the trucks and at the facilities.
4) UPS does not use the smaller and more powerful smartphones because the DIAD devices are able to hold up better to the daily