Answer questions 1-4

INTERACTIVE SESSION: TECHNOLOGY UPS Competes Globally with Information Technology United Parcel Service (UPS) started out in 1907 in a closet-sized basement office. Jim Casey and Claude Ryan-two teenagers from Seattle with two bicycles and one phone -promised the "best a wireless cell phone network. As soon as service and lowest rates." UPS has used this for driver logs on, his or her day's route is The first thing a UPS driver picks up each day is a handheld computer called a Delivery Informa- tion Acquisition Device (DIAD), which can access fully for more than a century to onto the handheld. The DIAD also automatically customers' signatures along with pickup become the world's largest ground and air pack- age-delivery company. It's a global enterprise with and delivery information. Package tracking i more than 434,000 employees, and the world's ninth-largest airline captures infor- mation is then transmitted to UPS's computer net- 108,210 vehicles, work for storage and processing. From there, the Today UPS deli documents each day in the United States and more than 220 other countries and territories. The has been able to maintain leadership in small onds from the time a driver presses "complete" on package delivery services despite stiff competi- the DIAD for the new information t tion from FedEx and the U.S. Postal Service by on the investing heavily in advanced information tech- nology. UPS spends more than SI billion each to maintain a high level of customer service while keeping costs low and streamlining its overall operations ivers 19.1 million packages and information can be accessed worldwide to provide proof of delivery to customers or to respond to firm customer queries. It usually takes less than 60 sec- s automated package tracking sys- tem, UPS can monitor and even reroute packages throughout the delivery process. At various points along the route from sender to receiver, bar code devices scan shipping information on the package label and feed data about the progress of the pack- age into the central computer. Customer service representatives are able to check the status of any package from desktop computers linked to the cen- tral computers and respond immediately to inqui- ries from customers. UPS customers can also access this information from the company's website using their own computers or mobile phones. UPS now has mobile apps and a mobile website for iPhone, year It all starts with the scannable bar-coded label attached to a package, which contains detailed information about the sender, the destination, and when the package should arrive. Customers can download and print their own labels using spe- cial software provided by UPS or by accessing the UPS website. Before the package is even picked up, information from the "smart" label is transmit ted to one of UPS's computer centers in Mahwah, New Jersey, or Alpharetta, Georgia, and sent to the distribution center nearest its final destination Black Berry, and Android smartphone users. Anyone with a package to ship can access the UPS website to track packages, check delivery routes, calculate shipping rates, determine time in transit, print labels, and schedule a pickup. The data collected at the UPS website are transmitted to the UPS central computer and then back to the Dispatchers at this center download the label data and use special routing software called ORION to create the most efficient delivery route for each driver that considers traffic, weather con- ditions, and the location of each stop. Each UPS driver makes an average of 120 stops per day. In a network with 55,000 routes in the United States alone, shaving even one mile off each driver's daily route translates into big savings: $50 million per yea to boost earnings growth as more of its business shifts to less-profitable e-commerce deliveries UPS drivers who used to drop off several heavy packages a day at one retailer now make several stops scattered across delivering one lightweight package per house- w hold. The shift requires more fuel and more time, critical parts inventory, determ increasing the cost to deliver each package customer after processing. UPS also provides t that enable customers, such Cisco Systems, to embed UPS functions, such as tracking and cost calculations, into their own websites so that they can track shipments without visiting the UPS site. r. These savings are critical as UPS tries A web-based Post Sales Order Management System (OMS) manages global service orders and inventory for critical parts fulfillment. The system enables high-tech electronics, a equipment, and other companies crospace, medical anywhere in the orld that ship critical parts to quickly assess thei ine the most opti mal routing strategy to meet customer needs, place residential neighborhoods, 19