Computer technology has grown to be used widely in a wide array of companies to streamline processes and improve customer experience. All this is while keeping down costs. The case study of the United Parcel Service shows this in action in a manner that has yielded stellar results. This can be gauged by the value and time saving that is achieved eventually. Using the case study of UPS, this paper will prove that information technology can indeed influence a company’s ability to compete favorably in an industry with fierce competition.
From the case study emerges various concepts which determine effectiveness of information technology in enhancing customer experience and improving operations. In this case, the representation of computer technology is the Delivery Information Acquisition Device which is a handheld computer used at UPS. The first concept that governs its effectiveness is the matter of time. The DIAD is fast and can subsequently keep up with the user enhancing their experience and saving time. The second concept is user-friendliness which is the ease with which one can use the device or familiarize themselves with it (UPS, 2012). Due to its superior user experience, both the workers and the client have an easy time navigating and making use of it making it very simple and effective.
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The final concept is the matter of portability. The DIAD is hands-on and light making it easy to carry around. The fact that it is not bulky can help the employees work longer since they are not bothered by its weight.
For computer technology to successfully accomplish its mandate especially in improving and fastening processes, these three concepts must be put into account. Time and money especially, when carefully managed, can have a lasting positive impact on the fortunes of a company. On the other hand, the user experience must go hand in hand with time and money. When the platform is easy to use, it inadvertently invites more customers (Siau and Shen, 2005). This can lead to a phenomenal growth in sales, cutting out a niche for the organization and the much-needed competitive edge.
References
UPS. (March 2012). UPS's Next-Generation Mobile Devices Are Here. Youtube.com. Retrieved from https://www.youtube.com/watch?v=_0B2-o6BKMM
Siau, K and Shen Z. (2005) Mobile communications and mobile services. International Journal of Mobile Communications, Vol 1, Issue 1-2. DOI: http://dx.doi.org/10.1504/IJMC.2003.002457
