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Informatio
n System
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tAICT002-4-1-IS
Ng Wei Yi
(TP038110)
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Contents
Abstract.................................................................................................................... 1
Introduction............................................................................................................... 2
Track & Trace............................................................................................................ 3
Components of Selected Information System......................................................................5
Multimedia Elements................................................................................................. 11
Problems & Solutions................................................................................................. 13
Conclusion.............................................................................................................. 15
References.............................................................................................................. 16
Appendix................................................................................................................ 17
Page | 0
Abstract
This research is aiming to investigate the information system used in the company, Pos
Laju, which is the track & trace system. Research is done to understand how the track & trace
system work and equipment or instruments used to operate the system. In order to find out
the information of this system, web research is done to find out the background and elements
of the tracking system. To achieve full experience of the system, we have tried out some of
the services available in Pos Laju which helped us on finding the problems in the system.
Under this context, we are able to provide recommendations to improve and solve the current
issues that are present within the system.
Page | 1
Introduction
Pos Malaysia Berhad initially started the banner of express mail services (EMS) in
1986, which was intended to be a more efficient service for sending international mail. After
two years, Pos Laju was formed and became one of the strategic business units of Pos
Malaysia Berhad. Now, Pos Laju has expanded its services out from domestic territories, into
ASEAN countries, and continue on to other countries without EMS banner. The company
now has more than 1,000 touchpoints comprising 704 post offices, 264 Pos Mini outlets, 68 Pos Laju
branches, 28 Pos-on-Wheels/ Pos Laju go2u and more than 100 authorised agents all over the
country (POS Malaysia berhad, 2014). With the wide delivery network coverage, provided
Next Day Delivery door to door services in most location, and its track & trace system, Post
Integrated Track and Trace Information System (PITTIS), it has become one of the leading on
courier companies in Malaysia.
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Distribution point 2
Customer
Figure 1: Basic
architecture for
and tracing
Information update at point
Information
1
update at pointtracking
2
network
Page | 3
In this case, PosLaju uses this system for its Express Mail Service (EMS). This allows
customers to track their parcel from its drop-off location at PosLaju Kiosk, to the sorting
process at the Integrated Parcel Centre (IPC), then through shipping or by land, and finally in
the hands of the end-customer, which the customer will receive an email stating that the
parcel has safely arrived at its destination. Each parcel will be given a tracking number which
the customer uses it to track its progress at the companys website, which has a web-based
tracking application. When the parcel reaches a touch point, the staff will use an infra-red
scanner to scan its barcode (Motorola Electronics Pte Ltd, 2010) and update its location to
the companys database which then notifies the customer of its status via email. The process
can be well described by the figure below.
Customer
PosLaju
Kiosk/Offic
e
Information
regarding the
parcel is
updated by the
staff
EMS
Server
Webbased
server
Warehous
e
Customer
Figure 2: Basic layout of EMS information system structure
Page | 4
Figure 3: An
example of the
tracking number
Tracking numbers are used to use to retrieve and update information regarding the
product at touch points in the information system. Information of the item regarding item
name, location ID, current time, delivery destination and customer related information. These
information can be queried from the EMS server database using the data.
Tracking number is a type of short text data, a combination of 13 alphabetic and
numeric characters, starting 2 alphabetic characters, following by 9 digits, and ending by the
country of origin initials (e.g. EB 000 000 000 MY) (Online Tracking Numbers Service, n.d.).
Figure 4: An example of
barcode
Tracking number can be in a form of a barcode, which the companys staff uses infrared
red scanners to extract the data from the parcel. Thus, the data can immediately be obtained
and update the database with just a scan from the scanner, a highly cost-effective way to input
and extract data.
Page | 5
Information
As said in the data of the parcel, the information that the tracking number carries are as
shown in the figure above. These information include the date and time of the parcel being
processed, the process that its under, and the location is currently in.
Both of the customer and the end-customer can use these information to determine the
status of the delivery. The monitor department of the company can also use it to react to any
problem that occur during the process.
Moreover, the company also uses information extracted from the data to handle their
delivery logistics efficiency by sorting these parcels according to their delivery destination
and delivery priority. Delivery priority refer to the preference of the customer to deliver the
parcel at a specific time, example the customer has these options: Same Day, Next Day
or Time-Certain Delivery. By doing this, parcels will be sorted and moved to specific
warehouses according to these information, which will shorten the delivery time of these
parcels.
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People
In this information system, there are two types of users: direct user and indirect user.
Direct User:
People who are directly linked to the information system are placed in this category.
Customers who sent their parcels and the staff that work within the information system are
considered direct users.
Customer has to provide personal information and information regarding to the parcels
item type, volume and destination etc. These information will go through the information
system with the parcel as it travels to its destination. Customers also use the tracking number
provided by the company to determine the travel progress and provide appropriate feedback
to the company. As the parcels final destination heavy relies to the information provided by
the customer, the customer plays a vital role in the system.
The staff of the company include the sorting staff and the delivery staff. These staff
carries a mobile computer which help them to scan barcodes on the parcel and upload
information to the EMS server. As they are the ones who update information on the
companies touch points, they are part of the information system.
Indirect User:
People who arent directly linked to this system but still uses it falls to this category.
For example, end-customers who want to know about the status of their package as it is in the
process of delivering.
The tracking number given to the customer can be given to the end-customer, which
meant the end-customer uses the same tracking number to track the parcel in the delivery
process. If the tracking number is given to people outside of the delivery chain, they can use
it to track the same parcel.
The end-customer isnt directly linked to the information system since the endcustomer didnt give any information to company. Information like the address of the endcustomer desired delivery drop-off location are directly provided by the customer, even
though that the information was pass on to the customer.
Page | 7
Hardware
Motorola
MC3000R
mobile
computer is
device
venture
with
Partner
Motorola
Premier
Business
in
Page | 8
Software
There are two types of software that was used in this system. The operating software
used in the Motorola MC3000R mobile computer and the web-based application at the
companys website.
The mobile computer uses Microsoft Windows CE 5.0 (BarcodesInc, 2009) as its
operating system. This allows the staff to use Web-based applications which enable them to
synchronise data throughout the information system. Data synchronisation with the database
in EMS servers are vital as information are constantly updated and a single error would
cripple the system.
Figure 7: The
companys
website
Page | 9
Procedure
1. The customer drops off the parcel at the Pos Laju office or kiosk. He then provides
relevant information regarding the customers personal information, the parcels final
destination, the weight, volume of the parcel and its content.
2. The staff will register the parcel and will provide a tracking number to the customer
after the customer has completed his payment.
3. The parcel will go through a sorting warehouse where the staff will sort the parcel
according to its destination. The staff will scan the barcode on the parcel to determine
its destination by using his mobile computer.
4. In the meantime, the customer can track its progress via the companys website by
using the tracking number given by the company. Every time the staff scans the
barcode at a touch point, its location will be updated.
5. The parcel will then be moved to a specific warehouse near its destination along with
other parcels. The staff will then deliver the parcel to its final destination.
6. When it reaches the destination, the staff will require the end customer to sign
relevant papers and pass the parcel to him. The staff will then use his mobile
computer to update the database that the parcel has safely reached its location. The
web-based servers will then send an e-mail to the customer to notify them that the
parcel has safely arrived at its destination.
Page | 10
Multimedia Elements
Text
The examples of text element in the Information System are shown in Figure 8 and
Figure 9.
Figure 8
Figure 9
Texts are used to provide information and guide users in the webpage. It is more
appropriate for showing the status of the mail or parcel such as time, location and status,
which is simple enough for users convenience. For the short instructions such as shown in
Figure 8, text is the better choice among other multimedia elements.
Page | 11
Image
Figure 10
Figure 11
The image element shown in Figure 10 is a logo, which is needed to represent the Pos
Laju Company. While in Figure 11, the image is more user friendly for advertising, with the
use of image, users can be attracted more easily.
Animation
Figure 12
Figure 12 shows one of the image for the animation which can guide users for the
shipment steps. There are 4 pictures in the animation, though they can be separated to
independent graphic pictures, by combining them into animation can save some space and it
is more user friendly.
Page | 12
Page | 13
Solutions
One of the solutions for the delay in update of information can be solved by increasing
the update frequency. By shortening the between update batches, information can be closer to
real-time and may become fully synchronise with database in many EMS servers across the
country as the time becomes shorter. This would help the end users feel at ease to know that
their parcel is currently on its way.
To support real time information updates, PosLaju can implement a GPS tracking
system onto the courier of which the parcel is being carried by. Thereby providing
anticipating end users of the system which are receivers of parcels to estimate a good time
rather than be disappointed when the parcel is not delivered properly.
When the webpage for the Track & Trace system goes down, there is a workaround for
it as users will be able to still track their parcel via a different website. Users can access
pos.com.my to track for their parcel as it is currently a shared system used by both Pos
Malaysia and PosLaju. There are other websites as well if the service is needed. PosLaju can
increase the bandwidth of their servers to accommodate any high traffic of users especially
during times of high activity.
A workaround for the issue of a tracking number being untraceable is to call the
customer service hotline. The customer service hotline, however, also experiences a shortage
of manpower as many complaints have been made in regards to this. PosLaju should provide
a ticket response for complaints so that users do not have to spend time on their phones trying
to contact PosLaju but instead just submit a ticket online and await a response through e-mail.
Page | 14
Conclusion
Although a flawless information system is impossible to achieve, there is always
solutions and alternatives to solve the problems and make the system to suit the customers
needs.
The solutions we provided may cost the company a lot of money to improve its Post
Integrated Track and Trace Information System (PITTIS), especially to increase the
bandwidth of the connection between servers, but the customer satisfaction has to come first.
With an almost near real-time synchronisation of information between touch points and
web-based servers, the efficiency of the company will increase tremendously and continue its
place as Malaysias leading Courier Company.
Page | 15
References
1. Motorola Electronics Pte Ltd, (2010). CASE STUDY: PosLaju, Malaysia. [online]
Available at: http://www.simat.co.th/site/data/ckfinder/files/CS_Poslaju.pdf [Accessed
17 Nov. 2015].
2. Online Tracking Numbers Service, (n.d.). Online Malaysia Post Tracking Numbers
Service. [online] Available at: http://www.onlinetrackingnumbers.com/v2/malaysiapost-tracking/ [Accessed 17 Nov. 2015].
3. POS Malaysia berhad, (2014). Pos Malaysia berhad Annual Report 2014. [online]
pp.4-28. Available at: http://www.pos.com.my/media/reports/AnualReport2014.pdf
[Accessed 16 Nov. 2015].
4. Shamsuzzoha, A. and Helo, P. (2011). Real-time Tracking and Tracing System:
Potentials
for
the
Logistics
Network.
[online]
pp.242-249. Available
at:
(2015).
Pos
Laju
Home.
[online]
Available
at:
Page | 16
Appendix
Page | 17