Introduction
Information technology has been a crucial tool in facilitating business operations. Various information systems support different management levels and operations. For instance, the Internet and digital technology have played major roles in enterprises and business processes. The case study analysis provides an opportunity to analyze events that it facilitates in real-life businesses and the importance of various technologies. Also, the study articulates ethical, social, and political issues contributed by digital technology.
The Significance of Global Information Technology to UPS
United Parcel Service (UPS) uses information technology to achieve its strategic goals of maintaining efficiency and customer orientation. According to Baker et al. (2008), the foundation and success of UPS are associated with software elements. UPS attaches packages with scannable bar-coded labels to provide an advanced tracking system. The coded labels contain the delivery duration and the customer’s destination. Through the UPS website or special software provision, clients can access information on smart labels and package pick-ups. As a result, the organization improves efficiency and transparency and lowers customer inquiries, which in turn optimizes consumer satisfaction. In addition, UPS utilizes software like ORION to improve the company’s efficiency by identifying the most efficient delivery routes while considering weather conditions, traffic, and location. Implementing such software optimizes efficiency by reducing fuel consumption and carbon emission and saving time by lowering the miles trucks drive.
UPS has an automated package tracking system for monitoring route packages and the entire delivery process. At some points of the routes, the bar code devices provide information on shipping progress to receivers. Customer service representatives can also check information on order status directly from their computers when responding to inquiries. The automated system optimizes supply efficiency and customer satisfaction. If the organization needed an automated package tracking system, there could be disruption in the delivery process since UPS relies heavily on information systems to facilitate its deliveries. Through a manual tracking system, packaging can easily get lost, customer inquiries can be delayed, and the organization may need help managing inventories. Therefore, the lack of an automated package tracking system can lower transparency on product delivery, leading to a decline in customer satisfaction and providing an opportunity for competitors to attract customers.
Consequently, through information technology, globalization has flattened the world. From online services, nations with limited natural resources have managed to provide services in the existing economy. The Internet has facilitated international trade by simplifying communication, logistics, and transportation. As the world becomes connected to the Internet, job outsourcing has become simpler since collaboration and communications can be carried out via web browsers or the Internet. The technology trend has reshaped the global supply chain market and enabled businesses worldwide to join talents and share resources worldwide, thereby enabling efficiency.
Ways Digital Technology Has Addressed Problems in Mississauga
Mississauga hopes to address various problems in Canada using digital technology. First, the city hopes to reduce the environmental footprint contributed by the use of paper and transport. The city advocates for videoconferencing to facilitate a paperless ecosystem where participants can attend meetings and share documents remotely. Organizations can minimize car or air travel during meetings that contribute to carbon emissions through such strategies. Additionally, in Toronto and Mississauga, there has been a decline in middle-income families and a rise in low-income families. To address such problems, the city promotes digital equity by providing technology services that accommodate residents of all education levels and incomes. The city promotes digital inclusion by implementing initiatives like hub centers, free WI-FI, fiber optic networks, mobility kits, and a mobile-friendly ecosystem. It bridges the gap between low-income and high-income families in the digital space. Public Wi-Fi access promotes connectivity, while fiber optic networks facilitate reliable and fast data transmission.
Consequently, Mississauga hopes to address employees’ need for more computer access when seeking operational data or employee information through digital technology. Promoting mobile applications allows employees to access operational data and participate in decision-making without relying on a computer. Also, through digital technology, the city of Mississauga addresses delays created by service interruptions during bus maintenance. By connecting buses to IoT sensors, the city has optimized efficiency in transportation since the device can time warranty, maintenance, and mileage routes.
When developing the solutions, the City of Mississauga has various organizational, management, and technological issues to address. The issues include a strategic plan for transforming residents toward the digital environment. For instance, when partnering with the three municipalities, before implementing the initiatives, the city required comprehensive documentation of a strategic plan with objectives and accountability that would guide the implementation process (Alam, 2024). Partnering with the municipalities required stakeholder collaboration and organization management change. The shareholders would require communication protocol with the project execution team. Similarly, the project implementation process would require employees with their respective roles to seek organizational change eventually. Also, a budget plan and resource allocation were crucial before funding the technological initiatives.
In the City of Mississauga, the technologies have provided potential benefits to the city’s operations and decision-making. The technologies have streamlined transportation and service delivery, improved transport management systems, optimized coordination and communication, and bridged the gap between the poor and rich in digital inclusion (Bai, 2021). For instance, employees who lacked computers could easily utilize mobile tools to access employees or operational data to provide real-time operations in decision-making. The provision of public Wi-Fi has enabled connection and easy access to information. Also, implementing ATMS that monitors traffic flows has helped lower congestion and improve transport efficiency.
The Shipping Wars in E-Commerce
In e-commerce, shipping is important since it enables product delivery to customers and is a key factor in advertising products in online stores. E-commerce participates in both domestic and international trade. The businesses expand their market and reach a larger customer base through shipping. There is stiff competition in e-commerce. Therefore, implementing an efficient and reliable shipping process provides a competitive advantage in the market. For instance, shipping options like free shipping help retain or attract customers. In addition, offering an expedited shipping process for customers shopping online enhances customer satisfaction and trust and provides a way of attracting new clients (Kovač et al., 2017). According to Santosa (2001), in virtual shops, shortening shipping duration is associated with a lower cost of maintaining inventory and a decrease in distribution inefficiencies.
UPS, Amazon, and FedEx have earned billions delivering products from commercial sites. The three organizations have different shipping strategies related to their business models. Amazon is currently taking the “last mile” delivery process, which FedEx, U.S. Post Office, and UPS initially handled. By taking control of the shipments, Amazon aims to improve customer experience and loyalty by guaranteeing Amazon Prime members two-day shipping even during large volume sales or bad weather. Amazon’s strategy of integrating 70 cargo aircraft is to dominate the e-commerce market with exemplary customer service.
FedEx canceling its express delivery contract with Amazon and focusing on brick-and-mortar retailers has been an adjustment in the shipping strategy for the logistics company. The strategy helped diversify its business and lower overreliance on the Amazon e-commerce company. Also, FedEx delivering its last-mile deliveries that the U.S. Post Office initially handled has helped manage competition and adapt to the evolving e-commerce market. Additionally, FedEx has introduced a ground shipping strategy for its customers. The strategy aims to optimize operational efficiency, increase the market in the highly competitive sector, and improve customer experience by offering convenient drop-off and pick-up options. However, the strategy will require strategic planning on customers’ needs and an investment in technological infrastructure. Unlike FedEx, UPS has created strong connections with Amazon and relied more on U.S. Post Office Sunday deliveries to create a reliable shipping option for a wide customer base.
Ethical Dilemmas Contributed by Emerging Technological Trends
The new technology trend of tracking the location of mobile users has created multiple ethical dilemmas. The advancement of data analytics and management, the Internet of Things, and mobile communications have provided several opportunities for companies to track the location of smartphone users anytime. The companies raise privacy concerns by collecting such information on individuals and allowing unauthorized access to the data without the user’s consent (Dhirani et al., 2023).
Cyber connections on smart devices contribute to ethical, political, and social issues. Privacy concerns are an ethical issue that app developers contribute via Software Development Kit (SDK). After including SDKs in entertainment apps, social media networks, games, travel, and sports apps, the organizations running the applications may sell such personal data to marketing or advertising companies without users’ consent. When using customers’ personal information, the firms evade users’ privacy. A social issue emerges when technological companies separate speed on internet connection depending on the model. For instance, when companies ensure that the latest models can access some inaccessible programs to old models, they create disparity in the digital space. Additionally, when the government uses personal data from location tracking systems for surveillance, it creates a political concern. It hinders users’ freedom of expression, privacy rights, and civic freedoms.
Big data analytics are being applied to the generated data in transportation and smart mobility. According to Lee and Jung (2023), transportation data can be used in regression analysis, investigation of security issues, prediction of congestion and accidents, and deep and machine learning. Consequently, data from smart mobility can be utilized to analyze and predict consumer behavior on smart vehicles (Oladimeji et al., 2023).
Conclusion
The e-commerce in Amazon, UPS, and FedEx has been facilitated through information technology. Through different technologies, the companies have earned billions delivering products to customers. UPS’s automated package tracking system helps monitor route packages and the entire delivery process. Also, digital technology has helped address the environmental footprint of the City of Mississauga and bridged the gap between the rich and marginalized in digital space by offering free public Wi-Fi and mobile applications for individuals without computers. Despite the benefits of tracking systems in I.T., using the applications has contributed to ethical dilemmas like privacy invasion.
References
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Oladimeji, D., Gupta, K., Kose, N. A., Gundogan, K., Ge, L., & Liang, F. (2023). Smart transportation: an overview of technologies and applications. Sensors, 23(8), 3880.
Santosa, S. (2001). The application of e-commerce in the shipping and warehousing industry. Journal Acutance dan Keuangan, 3(2), 126-141.
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