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摘要:在竞争激烈的当今,商家要成功不仅需要保证质量保证流程,更好为消费者提供优质便捷的多选择服务,管理信息系......

Management Information System

1. Introduction (Today’s Market Scenario)


1.1. The amount of competition faced by organizations today is more intensive than it was ever before. With the ever-expanding number of organizations and products, customers have a wide array of choices available. As a consequence the manufacturers and service providers now have to view their products and services from the customers’ point of view not only to maintain a high quality but also to incorporate the customer-defined improvements whenever needed. In order to remain in business for long term and ensure their survival they have to incorporate techniques that would force the customer to choose them from the rest.


1.2. The change in paradigms has forced many organizations to redefine their mission and strategies. Earlier the focus was merely on price and quality but now because of intensive competition, organizations have to come up with unique strategies that would give them competitive edge in the eyes of the customer, so that he prefers them in the long run.


1.3. Nowadays organizations are gaining advantage through ‘quick response,’ an aspect that is continuously in focus in developed countries. Quick Response mainly came into being from the manufacturing point of view i.e. in order to determine the time of replenishment in the supply chain etc. Hence quick response in the beginning was used for the betterment of the manufacturing industry. But with the rise in service organizations, quick response has become equally imperative.


1.4. Customers’ judge services by focusing on service quality dimensions, which are reliability, assurance, empathy, responsiveness and tangibles. All these dimensions are important to cater to in order to get good leverage from customers. Quick response covers all these dimensions in one way or the other depending on the organization’s mode of operations.


1.5. The markets of today have gone global, hence organizations are competing across boundaries as distances have reduced, communication costs are low and one does not need to be in a geographical region to be able to service customers. The emergence of technologies like the Internet has enabled organizations to communicate with and support customers all over the world. The power of communication is directly related to the rapidly advancing field of technology. With the dawning of every new day, these advancements notch up a gear, hence as we open our eyes to every passing day, we are hypothetically stepping into a more technologically advanced world. Technology can help an organization achieve a lot for example:


1.6. In today’s competing environment technology has become the key for success, but only if it creates a unique advantage over competitors. Therefore organizations need to make sure that:

“Customer care needs to be 100% i.e. 100% availability to the customer, 100% consistency, 100% response record and 100% fulfillment of customer's needs.”


1.7. The change in paradigms from mass production to mass customization has also given way to the multiplication of communication mediums. Internet, mobile and short messaging services are the modern methods that provide round the clock availability and global connectivity. Thousands of brands of products and services are created everyday, transmission of information through media has reached enormous proportions, and thus battle for the market share has become a lot tougher.

1.8. Even a developing country like Pakistan has not stayed behind in welcoming such changes in paradigms. The changes taking place in the world markets have affected the local scene in Pakistan. Many international organizations are entering the domestic market therefore increasing competition among the various operatives. The revolution of technology has signaled expansion of IT, Internet and Telecom networks across Pakistan. The government has opened venues in other sectors as well to enhance growth and improve economic situation of the country.


1.9. One such industry in Pakistan that has become popular due to its exceeding demand in this fast paced environment is the courier industry. In Pakistan, TCS currently dominates most of the market share as compared to its competitors like OCS couriers, SpeedEx, Leopards, Gerry’s International and DHL etc. Many years ago customers had only one option for sending packages, letters etc and that was via Pakistan Post Office. But now the dynamics of the market have taken hence the new courier services with their advanced logistics and overall infrastructure are able to provide such services to the eager customer. ‘Time saving’ and ‘greater accuracy’ are essential part of every industry but courier companies would definitely be more focused on them as the services they provide solely thrive on the above two mentioned aspects. Responding quickly to customer is also essential in services but for courier companies it is way of gaining sustainable competitive advantage.


2. Aim To analyze the Technology Communication and Supplies (TCS) Management Information System.

3. Scope. In-depth study of Management Information System of TCS.

4. Sequence The research paper will be discussed in following sequence:

4.1. Chapter - I. General - TCS

4.2. Chapter - II. Management Information System

4.3. Chapter - III. Operation Management System (OMS)

4.4. Chapter - IV. Operational Movements and Customer Relation Management

CHAPTER I

HISTORY OF TCS

5. TCS History


5.1. Ever since its inception in 1983, TCS Pakistan has continued to lead, the courier and logistics service industry in Pakistan through innovation, pioneering spirit, commitment and passion. Starting with just 25 shipments, the TCS Express saga now spans five continents. TCS with its international look now caters South Asia with over 2000 locations in Pakistan. TCS Pakistan has also largely helped redefine the very path and direction for the entire industry to follow.


6. TCS Vision & Mission

6.1. Vision Statement. "TCS will be recognized and respected as professional, innovative, profitable information, and knowledge based logistics/services enterprise. TCS embeds internet based technologies into its internal operating structures and as business solutions for customers; with customer, employee and shareholder interests at the core of its operations; demonstrating a clear concern for ethical conduct and good corporate citizenship; with the objective of growing into a regional and global player, with emphasis on the Middle East, Europe and North America".

6.2. Mission Statement. "To direct all our organizational efforts at building upon the existing organizational strengths and brand recognition to achieve enhanced levels of profitable growth in the core business, and diversify into new areas that compliment and supplement the core business, with the diversification aimed at achieving excellence and industry leader status in the new areas. The TCS People will however be encouraged to be open to unconventional ideas and services and recognize new trends at very early stages".


7. TCS outlets worldwide

7.1. TCS has three main operational headquarters one in South Asia, Middle East and The Americas. For South Asia, TCS head office is located in Karachi, for Middle East it is in Dubai and for America the head office is in Canada.

7.2. TCS has a functional organizational structure with most of the decisions being made by the Chief Executive on the planning side and the others being made by Chief Operating Officer for the overall operations of the company. For each Area office branch manager is the decisive authority for the six departments as well as the branch and station manager.

7.3. As you can see TCS organization structure depicts that the organization is divided into two teams. One is the front-end team the other is the back end team. The back end team does not directly get in touch with the customer. It is the front-end team that deals with the customers most of the time. Each team has certain objectives, which it has to achieve. For the front-end team the back end team formulates the objectives.

8. Courier Industry

8.1. Definition. Courier is a person or company employed to deliver messages, packages & mail.

8.2. Features

8.2.1. Speed

8.2.2. Security

8.2.3. Tracking

8.2.4. Signature

8.2.5. Specialization

8.2.6. Commitment

8.3. Courier Methods

8.3.1. Ancient Time

8.3.1.1. Runners

8.3.1.2. Homing Pigeon

8.3.1.3. Riders

8.3.2. Modern Time

8.3.2.1. Bicycle

8.3.2.2. Motor Cycle

8.3.2.3 Trucks

8.3.2.4 Aircrafts

8.3.2.5 Railways

8.5. Local and International companies operating in Pakistan

8.5.1. Local Companies

8.5.1.1. TCS

8.5.1.2. Speed Ex

8.5.1.3. Leopard

8.5.1.4. DCS

8.5.2. International Companies

8.5.2.1. DHL

8.5.2.2. OCS

8.5.2.3. Fed Ex

CHAPTER II

MANAGEMENT INFORMATION SYSTEM

9. Components of TCS Courier System

9.1. Retailing

9.2. Sales

9.3. Operations

9.4. Customer Service

9.5. Accounts

9.6. Road & Transport (R&T)

9.7. Data Processor (DP)

9.8. Administration

9.9. Sentiments

9.10. Security  

本文标签: informationmanagementSyste

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