Management Information TCS Pakistan

System

Shipper likes to deliver his consignment by using the services of TCS (PVT) LTD. We all group members focused on their Management Information System Cycle how it performed by their departments. 1. Introduction (Todays Market Scenario) 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. 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. 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. 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 organizations mode of operations. 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: In todays 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. 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. 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. 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, Gerrys 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. TCS Vision & Mission 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". 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". TCS outlets worldwide 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. 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. 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. Components of TCS Courier System Retailing Sales Operations Customer Service Accounts Road & Transport (R&T) Data Processor (DP) Administration Sentiments Security Information system in TCS Retail Management System (RMS) Operation System (OMS) Customer Relationship management (CRM) Data Processing Software (DP) Accounts Software Admin & HR Software

Retail Management System. This process is done at the front desk, where customers come to deliver their shipments for further delivery to the destination they want that shipment to be delivered. Entry in System. The front desk receptionist will receive the package and will make the entries in the system. Bar Code. The shipment will then be bar coded and entry in the system will be made. Cash. Customer will be charged and billed accordingly.

INPUTS: Initial Step: Shipper Books a shipment on TCS Express Centre or Franchise Booking Agent requires the following information to book the consignment from shipper at the time of booking in case of Domestic Consignment. SHIPPERS INFORMATION: 1. Shipper Name 2. Shipper Address 3. Shipper Contact No. CONSIGNEES INFORMATION: 1. Consignee Name 2. Consignee Address 3. Consignee Contact No. Booking Agent inserts the above details on Oracle Based Systems Which is designed & Made by IT Department of TCS (PVT) LTD. The self made system in known by the name of RMS (Retail Management Systems. After entered the information TCS (RMS) Retail Management system provides a 14 Digit Consignee No. for processing the shipment. This CN No. is also pasted on the shipment or consignment through a Bar code Sticker this system generated No. is used for all purposes of staff working as well for the consignees & Shippers needs of tracing. In Case of International Consignment or shipment the above information remains same as domestic consignment but these is another need to provide a carbon copy of C.N.I.C of shipper & fill a custom clearing form by shipper. Then booking agent takes a print of system generated slip of booking details to provide the customer copy to shipper that is attached herewith this report. Step # 2

The Department of TCS (PVT) LTD that works for the ratification of Express Centers & Franchises working as well performing costing activities. This department is named as Area Accounts Operation department packed the shipment & send it to the destination by road or by Air as well report to the customer service & corporate department. Step # 3 Manager Receivable pick all the data for verification and correction of proceeding departments working from all the cities and stations through an another system name Oracle Financial from three different system made on Oracle name RMS (Retail Management Systems, OMS(Operation Management System) & ADI use by express centre, franchise, operation department, customer service & corporate, Area Accounts. After that manager finalized the management Information System which is always available for any purpose. Operation Management System (OMS) Security Process. Security personnel are responsible for the following tasks. Scanning: Security scans all shipments no matter how they are booked and by whom. If it is booked under a CN number then it must be entered in OMS network. OMS Operations Transactions Barcode Security Scanning Checking. Security officer is responsible for ensuring that no such item has been booked that is prohibited in company policy. Counting of shipments. The officer has to make sure that he is handing over the right amount of shipments over to the operation staff. Entry in logbook. Another compulsion for security officer is to maintain logbook. He keeps manual record of the number of shipments that are booked. Bar Code-Delivery Sheet Phase I. Every courier is liable to enter the shipments that he is taking for delivery in delivery sheet phase I. This sheet is then printed for signing from shift in charge officer and security officer where he makes sure, that the courier is taking the shipments that are mentioned in delivery sheet phase I. Everyone can access this sheet on the Operations Management System (OMS); a database that contains all operations related documents. OMS Delivery System Transaction Bar Coded Delivery Sheet Phase 1 Now couriers are ready to make deliveries of their routes where they get a signature from the consignee of the shipment and if delivered they note down the time on printed delivery sheet as well. Bar Code-Delivery Sheet Phase II. After the deliveries have been made, courier is liable to enter data regarding delivered shipments in delivery sheet phase II. The information is entered in the following path in OMS system.

OUT PUTS: Customer can track their consignment detail through CN no. by phone call on UAN: 111-123-456, visit at TCS (PVT) LTD. Service centre & by enter the CN no. at the link of tracking on website www.tcs.com.pk TCS (PVT) LTD provides the information of their customer whenever customer needed. Booking Date, Booking time, Area of Booking, Booking Agent I.D(Only for official use to the concern staff). Shippers Name is that consignment in hand of TCS (PVT) LTD. Operation yet or where is that? Is that in hand of courier on route for the delivery? If that consignment has delivered to the consignee so the name of receiver, date, day& time of delivery could be told to the customer. Sentiments Express. TCS Sentiments Express is a personalized, high valued gift delivery service offering a wide array of gifts from gourmet cakes, floral bouquets, ethnic sweets, to various other elegantly wrapped gifts, delivered with a personalized greeting card in Pakistan. Since 1989, TCS Sentiments Express has been part of TCS, the leading air express courier in Pakistan. In the time, it has become Pakistans premier gift delivery and greetings service. International Express Services The TCS Red BOX. TCS Red Box has made it so simple, convenient and cost-effective to send all you want, to your loved ones, anywhere in Pakistan, UAE, and Great Britain. Be it toys, clothes, shoes, gifts, samples or any thing you may fancy, Red Box delivers all. Show your loved ones how much you care with TCS Red Box.Just take your gifts to the nearest TCS Express Centre and we will take care of everything including the box. Red Box Service is available in a choice of two different weights. 10Kg and 25Kg. TCS (PVT) LTD is also providing unique service to their customers that they can track their orders by different ways. Track by Email. Send an email to track your current order status. Track by SMS. Track your order by sending an SMS +923332177168 with only 1 Tracking Number in the body of the SMS. (Normal SMS charges apply). Track by Reference No. Track your order status with your reference number. Track by Door Tag No. Use a door tag number to track the status of your order.

The TCS is also provides the service of call center to facilitate their customers in order to get your shipment updates, product and service information for domestic, international sentiments and overland's services by just call 111 123 456. This service is currently available in Karachi, Lahore, and Islamabad.

Conclusion.
Courier Service has given new dimension to delivery services, especially by the induction of IT business Models. The Customer Satisfaction is their 1st priority in providing them quality service. Through Check & balance, User friendly Business Model, Trained of Staff and through Interconnect ability we can have better courier facilities.